My thoughts on Scan

[chavo]

In the past i have been critical of the way scans ordering system was wrong and items were out of stock etc.
Well i am not going to beat around the bus but a motherboard that i bought in Feb recently crapped out on me i contacted scan and they instantly RMA'd it for me. I have to say i thought i would get the runaround but i have been VERY impressed so far with there professionalism in this matter.

Also i would like to get some views on an issue, i had the board in a Vapochill system,as such it requires a special type of paste to be applied over the pins on the motherboard to stop rust from appearing.

Now i have RMA'd the board and it still has a lot of this see through "grease" like substance in the socket will this in anyway effect the RMA? A chip came loose on the board and one of the legs had actually come un attached, the chip subsequently came off. nothing to do with the grease but i am a little concerned in case they try to give me the cold shoulder over it.

*EDIT* I TAKE IT ALL BACK THEY WHERE QUICK ENOUGH TO ISSUE A RMA NUMBER BUT DID F ALL ABOUT IT EXCEPT RETURN IT AFTER A WEEK

[Chris P]

chavo

Thanks for the feedback praising our Returns process

Regarding Returns query, I am not sure myself ( I presume not if the board is faulty ) , but I will ask someone too post who does to confirm.

Rgds

[Mark@SCAN]

Hi

Firstly we would really need to get the board back for inspection. Once returned we *may* return the board directly to the manufacture/supplier for their decision. I wouldn't really like to comment any further untill the board is returned.

Regards

[chavo]

but am i right in saying that water / vapo chill does not void any warrenty as long as it isnt to blame for the fault?

[chavo]

I am absolutely gutted! my motherboard is on its way back to me unfixed. this is a board that is 8 months old. it has been returned with no explanation just rejected.


that means i have now paid £10 p&p that could of gone towards a replacement. I will be taking this further i love a challenge with consumer rights as it is all the more sweet when it is against a big company.

Can...Na WILL any of you give an public explanation as to why when a "solid capacitor" comes off through poor workmanship it is not covered by your warrenty?

RMA 169489

[chavo]

Dear Sir,



Sale of Goods Act 1979 (as amended)



On 13/02/2007, I bought a Gigabyte DS3 from you for £60.75 plus VAT, which is faulty.

The problems are:

1. Board crashes on a regular basis
2. on nspection a chip had a loose solder joint
3. On packing for RMA the said chip became detached from the board.

I complained about this to you on 19/10/2007 and the item has since been returned to me still faulty.

I wish to reject the goods and claim a replacement/refund.

Please respond to my complaint within seven days.



Yours sincerely/faithfully

Steve [REMOVED]

[MD]

Chavo,

I have removed your recent posts within the Scan forum as they didn't actually involve you and the comments you made we quite obviously as a result of your feelings as a result of the issues you have detailed in this thread.

I would ask that you kindly refrain from posting in thread with comments about Scan until you have given them an oppotunity to reply to this issue which you are detailing above.

Whilst you may feel the response should be quicker than by tomorrow morning there are many different things that Scan deal with at anyone time. Please wait for them to respond to you.

***Personal opinion start*** On a personal, not from HEXUS ltd or Scan point of view, 'sales of goods' quoting in threads really isn't necessary and from my experience with other companies it actually is detrimental to getting positive outcomes on issues. Also if you are going down the legal challenge route I would HIGHLY recommend you get your wording correct, there are some things seriously wrong with your interpretation of the rules in this area....

Whilst you may blame Scan for this you will probably find its the manufacturer who has a stipulation that if parts are separate from the board then no warranty is applicable.

I suspect you may have to send this to the manufacturer themselves for them to decide what should be done in this case. **end personal opinion**

[Blitzen]

How many joints were there on the said chip?

To find one loose is not unusual. To lose a chip during movement of the board is very unlikely. (Unless it was a can-cap with only 2 joints i spose).

If you still have the part, just get it resoldered...its a 30 second job (unless its a BGA which i doubt).

[chavo]

Removal of posts:

Fair enough it is your forum, i am just trying to make sure people are aware of what scan REALLY offers but there are plenty angry customers.

Blitzen. i am not an electrician but it is a 2 leh square chip that sits above the CPU they returned the board as it has electrolyte in the socket from my vapochill.... cooling your chip apparently voids your warrenty... Hmm. very unusual in future i may just blow on the cpu to cool it down. I can not solder for s**t mate so that is out the question.

I would wait for scan to reply but they wont it seems, i have been on phone to RMA but they keep cutting me off. i phoned sales answerd instantly... weird that.

# ooh they just anwerd brb#

ok. erm.. check this:
We agree a componenet has become detached but the socket is crammed
with what appears to be Petroleum Jelly or something of similar ilk.

This is electrolyte - without it my pins on the board could rust as i use water / vapochill systems only.

then they sent me an email saying they would send it to gigabyte for me... ok.. BUT i have to complete a warranty void form stating that it is basically my fault that it is void NO CHANCE.

So whats the next step... i aint got a clue!!! i have asked them for a credit to my account so i can buy a new more expensive board from them...If they do i will buy a striker extreme probably.. but lets just see what happens.

any scan cusdtomer support on here... i apologise for any out bursts but sometimes the frustration gets the better of me!

[Disturbedguy]

I would wait for scam to reply but they wont it seems,

I dont think the above was needed really.

As for the VapoChill, it was my understanding that adding any watercooling parts to components voids any warranty you have on them, ill be honest, I havent looked at VapChill so dont know whether its watercooling you install yourself or if its something that comes pre installed in a case for example.

[chavo]

Like i said apologise i get frustrated feels like i am banging my head against a brick wall.. gigabyte sell watercooling equipment...... surely they offer warranties on this? at the end of the day if the water or vapo is to blame then thats fair enough if chip has falled off then this is unrelated!

[Gordy]

Vapochill is not the same as watercooling it is far more extreme and I would bet that gigabyte will not warranty the item after fitting one, which leaves scan in the same position. If the chip is far away from the socket area you may be lucky, but the vapochill puts a hell of a stress around the socket area and is probably the cause.

[chavo]

Gordy. If thats the case which i doubt then it is fair enough. I have asked the same question to Vapochill forums and they have said it is unrelated. as long as it is well packed with electolyte, fitted correctly with neoprene covers then it will not stress the board at all. If it did.... who would buy one! no one!
This has been fitted for 7 months working fine until about 2 months ago when i was getting random crashing, freezing and BSOD i am gutted naturally as i have spent a lot of money at scan in the last few years so naturally i feel betrayed.

[ikonia]

let them reattatch the chip and give you the same board back with the "modifications" you have made.

Sounds to me like your a kid who's spent his pocket money on this, broke it and then pulled a chip off to RMA it

Thats only my personal opinion based on how you post

[Gordy]

Gordy. If thats the case which i doubt then it is fair enough. I have asked the same question to Vapochill forums and they have said it is unrelated. as long as it is well packed with electolyte, fitted correctly with neoprene covers then it will not stress the board at all. If it did.... who would buy one! no one!
This has been fitted for 7 months working fine until about 2 months ago when i was getting random crashing, freezing and BSOD i am gutted naturally as i have spent a lot of money at scan in the last few years so naturally i feel betrayed.

Plenty of people would buy them even if they affected the warantee as generally you don't spend a fortune on a vapochill unless you can afford to replace the odd motherboard or cpu.

I don't think its Scan's fault that you are having problems with this RMA any supplier would question a board returned with electrolyte all over it. I've seen several situations where the vapochill has cause a problem that wouldn't have happened with the stock intel/amd heatsink.

I'm well aware of Scan's faults but I don't think this is their problem really. You need to take it up with gigabyte who will almost certainly tell you that its your problem after fitting the vapochill. Thats the risk that comes with extreme cooling systems.

[chavo]

ha. that would be fine with me as my soldering is really bad. wonder how many kids can afford a computer spec like mine..... look at signature.... thats a £600 computer case and a quad core. the motherboard is my cheapest component.

Pocket money is good these days!

(for the record i am self employed MCSE)

Gordy. for the record you dont smear it in electrolyte, it is packed inside the pins, no where else! i hear what you are saying and if the pins were rusty or somethin i would agree. but we are talking about a snapped chip here! i have had about 6 gigabyte boards in my life this is the secojnd i have had to an RMA on. they are generally good boards i find but you can get the odd one that is damaged. i would be very happy if they soldered it back on and sent it back. i love the board i think it is great!

Also i could of removed all the electrolyte veryeasily i have plenty of Asetone and a soft tooth brush, but i have nothing to hide. looks like i should of done though!
P.S just because i am happy to spend £2000 on a computer it does not mean i wam happy if things break through no fault of my own.