SCAN produce LEMON 3XS TRIAD system - approx. £2,500 down the drain

[hitman67]

Seems like this bloke ain't going to be happy unitl Scan have been sent crumbling to the ground. They have been MORE than reasonable and he still declines wanting more! FFS Man admit they are bending over backwards for you and get it sorted!

Talk about cutting off your nose to spite your face...

[Koolpc]

At the end of the day Scan are trying to resolve the issues for the customer.

You will always get customers coming on here if they don't get any joy through other avenues, at the speed they desire. I for one have done this a few times. We are only human and we all want things resolved 'yesterday'.

I can't think of any other company who care as much for thier customers like Scan do. They do try their utmost to make sure the customer is happy.

Doubt you will find any company that is 100% perfect but with Scan i guess you could say that they are close to being the very best at sorting out issues.

Nothing wrong in anyone coming on here to rant and rave as long as it is done with respect and also it does tend to move things along a little bit faster.

[Jay]

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Nothing wrong in anyone coming on here to rant and rave as long as it is done with respect and also it does tend to move things along a little bit faster.

But to be honest there is no real need to rant and rave. It does nothing other than wind your self up even more and make yourself look like a bit of an idiot. I know its hard but have a look into RBT its fantastic

[Saracen]

.....

As for wanting to talk to the MD... its a bit stupid really. ......

In this case, perhaps, as it was being dealt with by Chris, and while that's going on (and apparently dealt with) escalation is not called for (IMHO).

But .... in the general case, sometimes it's necessary and sometimes does the trick.

Years ago, I had problems with a Dell machine. To put it in context, it was a 286. I'd been given the run-around for months over replacement parts. I'd dealt with tech support, with a tech manager and even with the Technical Director, and was still waiting.

Eventually, I lost patience and I rang Dell's UK HQ, asked to speak to the MDs secretary, and explained briefly that I'd been having problems, that it had been going on for months, and that if I sent her a fax outlining the problem, call dates and so forth, could she pass it to the MD .... as my last port of call before using the courts? She did better than that, and gave me a direct fax number for the machine on his desk. Shortly after I sent the fax, I had an very nice, and very apologetic, call from the MD at the time (a guy called Martin Slagter, IIRC) who assured me it would be sorted. Within 15 minutes, I had the Technical Director (who I'd been trying to reach for weeks) ringing me, and I had an engineer on my doorstep the next day to sort the problem.

After several months of messing around, that call to the MD had it sorted in 48 hours. Did Mr Slagter do much personally? I doubt it. But it sure focussed the Tech Director's attention on my little problem.

On another occasion, I'd been trying to get Borland to address a problem, without success. I bumped into their UK MD (a lady called Rikke Helms) at a function, and 'happened' to mention it. In fact, I embarrassed her a bit I think, over the inaction. Result - immediate action.

I am certainly not suggesting that I think it was necessary in this case, or that it will always work, or that at the first hint of trouble you try to call the MD, or even that you'll always get through, either by phone or other method. But .... there are times, even for large companies, where it not only will work, but is perhaps the only thing that will.

[Jay]

That just shows that at that time Dell was very very poorly managed.

[not_my_ip]

There will be always problem somewhere, in every company, all of us are just humans and we make mistakes. In this occasion it looks like there was lack of communication from Ben. And system from beginning wasn't stable and customer is fed up because of this. Good point that Scan (Chris) now doing something about it (offering no cost for pick up) and want to help. Author could write this complain in more adequate language, but reading his side of story, he just run out of patience.

I agree that sometimes if MD knows a bit about problem, than this problem is solved quicker - Had very similar story with RM. But I'm sure ChrisP can deal with this situation and scan will do all the best to make customer happy with his rig. Only bad thing is that iwtone has to write here to get any kind of support and focus scan attention. With my experience with Scan , now all should go smooth to satisfy customer - which scan always try to do and very often is successful in it.

One more apart from scan team and iwtone we do not know the entire history of it.
Best of luck

[MD]

Can we now leave this to Scan employees and the original poster to resolve please.

Thanks

Matt.

[Chris P]

Update

We have just confirmed with the Customer that City Link have dropped of the packaging for the system already and will be returning shortly to collect the system once packaged. City Link will be delivering everything to SCAN today so we can start to diagnose / resolve the issues with the system.

Further updates will appear here as and when we have them and the Customer is being kept up to date at all times

Best Regards

[Ben @ Scan]

Update:

I have spoken to Ian (appologised for not getting back in touch yesterday) and advised him I have got his motherboard in repairs for testing with the same Memory,CPU and VGA card he uses.

Explained that there have been no issues so far and that I will continue to test the board today.

The system when returned to Scan will have all the cabling redone and the water levels will be checked and topped up or flushed if necessary, the customer also has an issue with the DVDRW drive and dual layer disks, we will try a firmware update and failing that replace the drive here.
We will fully resoftware and update and benchtest the system.

Before the system is returned it will undergo a full QC check

I have also advised Ian that if he has any further issues with his system he does have a 2nd year RTB on his system as do all 3XS Systems

[Ben @ Scan]

Update:

We have replaced the motherboard for an Asus Striker II 780i board.
We are testing the system with a healthy overclock (Over 3 Gig)

Emailed the customer with an update and left an answer machine message

Estimate (in an ideal world) system will be finished in the next few days

Ben

[EzyRyder]

Good good ... whilst I trust Scan it would be good if this time it wouldn't have to come to this guys!!!!

Keep it up

[Bugbait]

What a crock. You just lost four customers.

Some customers aren't worth having .

[iwtone]

PC delivered on Friday. Unfortunately it had been damaged during transit.

As agreed with SCAN, Sanjay will be arranging for the PC to be returned to them on Tuesday.

[shadowcreaper]

i think he can whine all he wants lol, he paid..2500 quid!!!.

even if the warrenty runs out you shouldnt then hit a brick wall with customer service.

hopefuly this a one off, sinse i hope scan does proper stress testing of the pre-built pcs they make right??

also the motherboard should have a seperate warrenty as well, so you can allways go directly to company that makes them and ask for replacement if scan not working.