Returns Query

[Bomag]

I have had one of my Samsung 400Gb drives go west. I went to log a RMA and tried to find which order it came from. Not an easy task as I got 2 in late July 06 and one in Sept 06. Found the the the account system doesn't hold serial numbers so supplied the first invoice number which came up.

Got an E-mail back saying bring it in, replied asking to to post it in but got no reply. I decided to take Friday off and nip over to scan on the way to the beach (about 30 miles extra).

Got to the returns desk.

Scan: Is this the box it came in.
Me: No but its the box for a HD400LJ.
Scan: The drives out of warranty but only just, it was sold in July last year.
Me: How can you tell.
Scan: The serial number is longed.
Me: I could not find it on the system.
Scan: Here it is (showing me the screen).
Me: How do I access this screen.
Scan: You cannot.
Me: So what about the drive I thought it had a three year warranty.
Scan: Yes but you have to send it direct we won't do it.
Me: But you told be to come in and sort it out.
Scan: Yes but you gave the wrong invoice number.
Me: How could I have known the right number if you don't show the drive serial numbers?
Scan: Hmmm?

Got home after being rained off to find an E-mail from Scan telling me to contact Samsung direct. A bit late.

If scan cannot be bothered to actually honour warranties in full they could at least log serial numbers on the account system.

[Blitzen]

If scan cannot be bothered to actually honour warranties in full they could at least log serial numbers on the account system

So you expected Scan to honour a 3 YEAR WARRANTY??
After 12 months its the manufacturer that deals with this so your statement is wide of the mark......its not thier fault you went out of the way with incorrect info is it.

[Bomag]

So you expected Scan to honour a 3 YEAR WARRANTY??
After 12 months its the manufacturer that deals with this so your statement is wide of the mark......its not thier fault you went out of the way with incorrect info is it.

Yes it is their fault if the tell me to come in to the shop. If information on serial numbers were available then it would be my fault, however, there isn't.
Since I am not clairvoyant how was I to know that I should have included the serial number; it wasn't requested. Three years ago Scan replaced a graphics card after 20 months without any mentioning of having to ship it direct to MSI. The least Scan could of done is to sort out its return to Samsung. I tried to phone Samsung five times on the number Scan gave but it was busy or there was no answer.

I don't like to nitpick (well I do) but the warranty is part of the product - same as any physical item, you wouldn't accept it if Scan refused to replace a HDD because the motor went but would if the media was faulty. The manufacture may run a three year replacement program but cannot provide a warranty as a warranty it is a contractual device. The only contract I have is with Scan.

[Lucio]

No, Blitzen's correct, the retailer only has to provide support in the first 12 months of any listed warrenty period, after that it's back to the manufacturer directly.

However, I do see your point about not being able to check the records remotely being annoying, if you could have found that out before making your journey at least you'd have saved yourself a trip.

[nickp8]

With your order you get a 2nd page with your printed invoice that shows the serial numbers of the items your have purhchased. I always keep the printed invoice.

I dont see why the serial numbers are not shown online as Scan obviously have them on record.

Other companies I have RMA'd an item too automatcially show the item serial number when you log an RMA online.

Nickp.

[Steve B]

Scan shouldn't have offered an RMA for a Samsung drive anyway.
Log your Serial at www.rexo.co.uk, they're the main returns company for sammy in the UK

[bex]

I think you are being very unfair, all the warranty information is in the emails you get its just a matter of checking that.

A misunderstanding between you and scan about the warranty status is not indifferent service in my book

[Bomag]

Bex

If serial number information is not included then any warranty information included in the E-mail is irrelevant. The worst thing is that the guy in the returns section did not even say sorry for the misunderstanding and inconvenience caused - that is poor service.

Steve B

Thanks for the link, the phone number given by scan wasn't working.