Extreme disappointment with Scan

[Devilwolf]

My Girlfriend's Father having purchased an XFX 8800GT 256MB graphics card for himself from Scan, recommended that I do the same. My father ordered the card as a present for my birthday and it was duly delivered on 15/12/07.

The build went well and the system ran on first boot, I decide that the build should take place at my Gf's fathers house due to him having a better understand of the dual core systems. Windows was loaded together with drivers and all seem fine, everything ran fine the next morning but when i tried to install a game the PC soon turned off and i could smell smoke. I unplugged everything from the back and took the side panel to see if there was any obvious damage, none could be seen so i replaced all the cables and turned on the PC. No sooner had I turned on the PC then the Graphics card shot out a 'fireball' and soon the PC was off again. I unplugged everything from the back of the PC and took it to my Gf's Father again to see if he could find any fault. None was found he tested the power supply with a voltmeter and all outputs were correct. We replaced the graphics card with an old PCIE X800XL and the system has run fine ever since with that card installed.


We therefore thought that it would simply be a matter of returning the card for replacement. An RMA was raised on 20/12/07, but as Christmas was imminent, we were told that the card would be collected on 07/01/08 and a new one delivered 08/01/08. The card was collected as promised, but the new one was not delivered. We were then told that the card would be sent to XFX and we have now been advised that the fault was caused by user error. This is simply untrue. The card was only installed for less than an hour and no applications had been fully installed.



Scan appear unwilling to debate further and say we must contact XFX in regards to this matter even though we purchased the item through Scan and in the circumstances leave us with 3 options:

1. Trading standards

2. Claim through the credit card

3. Legal action through the small claims court which will cost £25, but we’re willing to pay the cost on principle.



This post has been raised in the hope that somebody in authority will review the case and if not, to act as a warning to other customers of Scan.

[Koolpc]

Thing is mate, if XFX have said that the problem was caused by user error then Scan have to go along with that. XFX are the manufacturer. Scan are just the supplier.

Have they said what the 'User error' was?

[Devilwolf]

Nope just User error and Scan just keep fobbing us off, the Cs staff aren't being at all helpful we fell like were going now where. Not to mention my Dad is especially annoyed cause he kept getting emails while the Graphics card was with Scan/XFX from Scan saying 'Your replacement is on its way on XX date, oh sorry its not in stock it will now be XX date.

[999tigger]

Scan must have some reason and I tend to thinkit is something xfx have told them. In accepting your side of the story then I would contact your cc company who will sort it out or alternatively just sue them.
They could replace it as goodwill, but it all depends on what XFX have said.Normally I woudl expect an RMA no problem.

[EzyRyder]

I am sorry to hear about this problem Devilfox. Just for your information, Overclockers do not stock XFX because their customer service is shambolic. So yes, probably, the fault lies within XFX and not Scan but Scan at the end of the day are the people that stock these graphics cards, and if Scan are prepared to stock the items from these brands they can be held at least partially responsible. If they are no good, swap them for eVGA or BFG.

[999tigger]

EVGA definitely.

[IAmATeaf]

You need to demand the exact specifics of what is meant by user error, pursue Scan so that they can get an answer from XFX. Also was there any visible damage to the card and did you by chance take any pics?

[Mick@SCAN]

Devilwolf,

please pm me your returns number or post it on the forum, I will then remove this for you.

Regards,

[Blitzen]

My Girlfriend's Father having purchased an XFX 8800GT 256MB graphics card for himself from Scan, recommended that I do the same. My father ordered the card as a present for my birthday and it was duly delivered on 15/12/07.

The build went well and the system ran on first boot, I decide that the build should take place at my Gf's fathers house due to him having a better understand of the dual core systems. Windows was loaded together with drivers and all seem fine, everything ran fine the next morning but when i tried to install a game the PC soon turned off and i could smell smoke. I unplugged everything from the back and took the side panel to see if there was any obvious damage, none could be seen so i replaced all the cables and turned on the PC. No sooner had I turned on the PC then the Graphics card shot out a 'fireball' and soon the PC was off again. I unplugged everything from the back of the PC and took it to my Gf's Father again to see if he could find any fault. None was found he tested the power supply with a voltmeter and all outputs were correct. We replaced the graphics card with an old PCIE X800XL and the system has run fine ever since with that card installed.


We therefore thought that it would simply be a matter of returning the card for replacement. An RMA was raised on 20/12/07, but as Christmas was imminent, we were told that the card would be collected on 07/01/08 and a new one delivered 08/01/08. The card was collected as promised, but the new one was not delivered. We were then told that the card would be sent to XFX and we have now been advised that the fault was caused by user error. This is simply untrue. The card was only installed for less than an hour and no applications had been fully installed.



Scan appear unwilling to debate further and say we must contact XFX in regards to this matter even though we purchased the item through Scan and in the circumstances leave us with 3 options:

1. Trading standards

2. Claim through the credit card

3. Legal action through the small claims court which will cost £25, but we’re willing to pay the cost on principle.



This post has been raised in the hope that somebody in authority will review the case and if not, to act as a warning to other customers of Scan.

What i would like to know is what powersupply you were using? This is very important in situations like this. I would suspect it was the PSU that started smoking in the first instance rather than the card.
Graphics Cards rarely just explode tbh fella!

Also, you admit you dont know too much about the working of a PC so how can you be SURE that it wasnt user error.

A very unfortunate story but be VERY careful with threatening legal action as it you dont know which part was in fact faulty.

My money is 99% on the PSU.

[Oldjim]

Being as I have never blown up a graphics card (touches wood) and the only power supply failures I have had have caused boot failure (PSU burnt smell) I would be interested as to how a PSU which subsequently works properly with another PCIe card can blow up a graphics card. As far as I know the only way to do that is for the voltage supplied to be far too high.
Having said that I wouldn't touch XFX with a bargepole due to the many reported RMA problems in various fora.

[Devilwolf]

I'm not worried about the emails now as we have recieved our rejected card back but they are RMA: ****** & ******. I'm running a Modular HX620W Power supply which is working wonderfully with everything else i bought around the same time as the graphics cards. As i said i replaced it with a PCIE X800XL and I have had no problems at all with it nothing in my machine has gone wrong apart from the graphics card which smoked and then spat out a fireball.

I want to know what excatly what i'm supposed to have done but all we get when we phone is that it was our fault because the circuit overheated near the fan, and as i explain this is what happened before i could do anything with the graphics card (i.e Play games etc) and no one at scan seems to want to help further in this matter, that is why i am posting on here as i was advised i might be able to get a better resolution through this forum. AS i have mentioned if this doesn't get resolved I am willing to persue my 3 options: -

1. Trading standards

2. Claim through the credit card

3. Legal action through the small claims court

because quite frankly i have had nothing to do with this malfunction (i am lucky it didn't burn my face when i turned on) and am sick of every1 say it is my fault. and yes the the graphics card is damaged and melt BECAUSE THAT WHAT HAPPENED WHEN I TURNED IT ON.

[Mick@SCAN]

Devilwolf,

I am currently looking into this issue and will be in contact as soon as I have further details for you.

Regards,

[Wiczy]

Whatever happens m8, make sure you are told precisely what it is you are supposed to have done to the card to make it 'explode'.

[Disturbedguy]

You keep saying that you didnt have naything to do with the malfunction, but you have admitted yourself that you dont know much about the working of the PC, could it be something as simple as you didnt connect the 6 pin PCI-E power connector correctly?

I have seen this done with Floppy drives so I assume it could be done a graphics card as well.

Maybe SCAN cant tell you what the user problem is, as they havent been told.

[Blitzen]

Maybe the card was at fault. Ask Scn to let you know exactly what the problem is.

Also, if you go down the legal route, you are going to have to prove the card is at fault.

The legal wont help i dont think as the chances of you getting a magistrate that can set his video to record are slim let alone one that knows his electronics.

If you really arent happy, your CC is the only option.

I still cant see how it is Scans fault though. Although they sold you the card, and are responsible, the manufacturer has denied the claim, not Scan. Its really XFX you should be threatening in this case rather than Scan.

[Oldjim]

You keep saying that you didnt have naything to do with the malfunction, but you have admitted yourself that you dont know much about the working of the PC, could it be something as simple as you didnt connect the 6 pin PCI-E power connector correctly?

I have seen this done with Floppy drives so I assume it could be done a graphics card as well.

Maybe SCAN cant tell you what the user problem is, as they havent been told.

Perhaps you should read the first post more carefully before making unsubstantiated allegations. The build was done at the Gf's father's house to avoid such problems and it stated

The build went well and the system ran on first boot, I decide that the build should take place at my Gf's fathers house due to him having a better understand of the dual core systems. Windows was loaded together with drivers and all seem fine, everything ran fine the next morning but when i tried to install a game the PC soon turned off and i could smell smoke.

I fail to see if the connector was put in wrong why it would run without problems initially