RMA issues with dual-channel RAM not faulty when it is!

[tfboy]

Argh.

I've just got off the phone with Phil, rather fustrated here.

Some time ago, I bought a 2GB pair of Corsair sticks (2x 1GB). Recently, my PC has been crashing. I reinstalled Windows and it crashed during the install. Thinking it might be the RAM, I took one of the two sticks out, tried reinstalling Windows. Installation went fine.

Then, I ran some Memtest tests. With the apparently OK module in slot 1 (I removed what looked like the faulty stick from slot 2), ran Memtest. Fine, no problem.

Took valid stick out, then put in suspected stick in slot 1. Ran memtest again. Within 5 seconds, errors start counting up.

Put other stick back in, ran tests again, no problems.

So to me, it was clear that it was one given stick that was faulty. I cannot see how it is my system setup as I have had the faulty following the stick and not the slot. Also, had problems with 2GB (during OS install) and then running memtest with each stick individually, I've located what I believe to be the faulty stick.

I then organise an RMA with your returns dept. In my email communication, I ask to send back just the faulty stick as I have narrowed it down to that. This allows me to keep using my PC too which is rather important. I'm told I have to send both sticks back as they are sold as a single unit. A bit fustrating, but I suppose if that's how it has to be, then so be it.

I've now sent the sticks back. A few days later, I receive an email saying no fault has been found.

Yesterday morning, I ring up your returns dept and speak to Amanda. I explain that I had tested each stick individually and that I had found the problem to be one stick and yada yada yada. On her screen, it just says something to the tune of memory tested and no fault found. We both agree that these tests may have been with both sticks at the same time. I ask whether there were any tests on each stick individually, and the evidence is no.

So she kindly agrees to resend them for testing again, specifying each stick to be tested to see if the fault can be found at Scan's end.

I accept that if one stick out of two is faulty, then memtest should pick it up even when tested as a pair. So I'm a little confused why it didn't show the error. Maybe they weren't tested at rated SPD timings?

Anyway, later on that day, doorbell ding-dong, new parcel for you sir, guess what's in the post? So it left the building before Amanda was able to send it for retest. Surely, it would be a good idea to know where the goods are

So this morning, I ring up the returns dept again and speak to Phil. I kindly explain my annoyance at how the whole thing's been handled. But all he can suggest is that I test the sticks again and organise another RMA if/when I find them faulty.

Apologies, I'm just venting my fustration here, but may I suggest that when someone sends in a pair of sticks, they are really tested individually to try and determine if / where a fault lies. I would think it's in Scan's best interest to help the customer in resolving issues like this.

As it stands, I've been through the process of packaging RAM up, hoping to get it sorted. A week later, without my PC operational, I'm back to square one. If anyone from Scan wants to look at this again, I'll gladly supply original invoice and RMA number, although I suppose it's down to me to find the fault (again) and go through another lengthy, long-winded returns process rendering my PC unusable.

Please try and be more deterministic in your testing in future guys. Thanks.

[Philipp]

tfboy

There is not much more that I can say here than what we spoke about over the phone. A retest was requested to test the memory individually however due to human error the memory had already been dispatched this I apologize for.

Please PM me you’re RMA number I will ensure that a RMA number is raised again and the memory tested individually.

Best Regards

[tfboy]

OK Phil, PMing you now...

[Pob255]

I'd add that you should tell them the specific BIOS setteing you used when it failed, if you've not done this already.

Give as many details as possible when RMAing anything to anyone not just scan

[tfboy]

Just a quick bump to update anyone who think Scan are doom an gloom: they're not

Phil has been in contact with me and I now have some new RAM which is fine. Thanks to Phil and the CS team

[Philipp]

[SaracenUK]

Hmmm, I have just sent back my 2 x 1GB Corsair RAM as one stick was causing the PC to BSOD at powerup. Like you, I tested both individually in slot 1 and everytime the system failed on 1 particular stick.
Hopefully you guys will test them individually as well as together