Scan charges £35 to send me back faulty product

[brasco2006]

I recently ordered a 500GB Maxtor NAS drive from Scan as the price was cheaper than most of the other e-tailers in the UK. As with most of my Scan orders, delivery was prompt.

However I quickly found that there was a power issue with the drive not turning on. I tried the drive and power cable with 3 different plug sockets (just to be sure!) and the drive still didn't power on. It became apparent that the power cable was at fault as I managed to power the drive with another power adapter (however the drive still didn't function properly)

I raised an RMA with Scan and the drive was collected soon after. A few days later I was updated and told that there was no power issue and that I would be charged for return delivery and a reapir service charge.

Recieved the drive on Thursday evening and the power issue remains. What sort of fault testing is being carried out at Scan? Has anyone else had this problem with Scan?

If anyone from Scan is admin on this forum I would appreciate an update on what can be done.

Regards
RM

[brasco2006]

Yes, the RMA no is (**removed**)

[Mark@SCAN]

Hi

Having looked into your query details I can see the drive was returned back to you after being tested and found not to be faulty.

The fault report submitted by yourself with the returned drive was as follows:

''We have just received the 500GB MAXTOR Shared Network Drive, but the drive doesn't power up. I have checked all of the power leads/connectors but the drive doesn't seem to get any power. I have tried the plug connector in 3 different plug sockets and still the same result.''

Once the drive was returned it was tested for the above fault, the drive powered first time. From your post here it would suggest you managed to solve the power issue with the use of another cable which i am assuming was returned with the drive?, however there was a further issue but we have no details of this further fault.

The charges made cover the initial collection of the item, testing and also the return carriage of the item back to you plus the v.a.t which totals £35.25

It may be there is a further fault with the item in question however without details of this we have no way of knowing what to test for. The item was tested for the fault you notified us of as above which we could not replicate as the unit returned powered first time.

If there is a further fault on the unit which you would like testing please submit a new query using the following link:

http://web6.scan.co.uk/Support/Query.ASP?QueryType=R

Or PM me directly and we will do out utmost to help resolve any problems

Regards

[brasco2006]

Thanks for getting back to me Mark. I am still a bit confused as to what testing procedure that you could have used to solve a power issue that was detailed as below:

''We have just received the 500GB MAXTOR Shared Network Drive, but the drive doesn't power up. I have checked all of the power leads/connectors but the drive doesn't seem to get any power. I have tried the plug connector in 3 different plug sockets and still the same result.''

From the fault description above, one would assume that any fault testing would test the drive with the supplied power adapter and cables (to simulate as far as possible the customer's experience).

As I have been charged £35 and had a faulty drive returned to me I would assume that another power cable/adapter has been used during the fault testing. If the supplied power cable/adapter had been used during the test then the power issue detailed above would have been found.

We only managed to get the drive to power up in a limited fashion with a similar power adapter AFTER recieving the drive back from SCAN. The condition of the drive when it was recieved was still a drive that wouldn't power up with supplied power adapter/cables.

There is no further issue with the drive just this power issue that I submitted with the original RMA and that your testing procedure has not picked up as you haven't used the supplied power cable.

Can I arrange for this item to be returned for a replacement asap and the £35 refunded as testing has not been carried out to a satisfactory standard.

Regards
RM