RMA tested OK?

[CALLMENUJAK]

RMA: {removed} (please delete if this should not be here)

I had to return XFX nVidia 8400 GS because it wouldn't work in my Dell Dimension XPS 420 or Dell Precision Workstation 370. The fan on it works but no video so monitor goes into standby mode. I tried twice in these PC's with the same outcome both times.

I have a 8800 GT in the XPS 420 and it works with no problems.

I'm very surprised that this card is incompatible with these PC's, I've had 1 already that worked with no problems in a Dell Dimension 9150 and an Dell OptiPlex GX280.

****Please be aware if your returned goods are tested not faulty you will be liable to a charge of £15+vat for the return courier collection costs.****

The above message is very excessive and I was told on the that "I could have a refund but it won't be much I'm afraid". It's sounds a bit like a money making scheme so I advise anyone who has to return a small item send it back yourself! I returned something that I thought was definitely faulty only to be told that it has been tested and is working with no problems.

Anyway, I returned at my own cost so please refund in full. Thanks.

Anyone know of a decent cheap card I can put in a Dell Precision Workstation 370? Thanks.

[Adamb]

CALLMENUJAK

I'm not a mod so I can't edit posts, but I'm sure someone will see it shortly.

The card sent back on the above RMA must be incompatible with your machines as the card was running 3dmark06 yesterday on our test bench. We offer a free collection in most cases if an item is believed to be faulty, why shouldn't we try to recover our costs if the item was wrongly diagnosed and works ok?

The collection is offered, if you wish you can return the item yourself as you have done.

I emailed the manager of the Returns/Testing department yesterday regarding the refund following our telephone conversation. We will email you again with an update shortly

Regards,

[CALLMENUJAK]

CALLMENUJAK

I'm not a mod so I can't edit posts, but I'm sure someone will see it shortly.

The card sent back on the above RMA must be incompatible with your machines as the card was running 3dmark06 yesterday on our test bench. We offer a free collection in most cases if an item is believed to be faulty, why shouldn't we try to recover our costs if the item was wrongly diagnosed and works ok?

The collection is offered, if you wish you can return the item yourself as you have done.

I emailed the manager of the Returns/Testing department yesterday regarding the refund following our telephone conversation. We will email you again with an update shortly

Regards,

****Please be aware if your returned goods are tested not faulty you will be liable to a charge of £15+vat for the return courier collection costs.****

The above message is not an offer of free collection, it is more like we will not charge you for collection if the item is faulty.

Sorry if you took offence to the "money making scheme".

Anyway, I believed it was faulty.

It would not be nice to spend £25 on something then have to return it because you think it is faulty then end up with a fiver because it is not faulty. So my advice is valid!

[Adamb]

****Please be aware if your returned goods are tested not faulty you will be liable to a charge of £15+vat for the return courier collection costs.****

The above message is not an offer of free collection, it is more like we will not charge you for collection if the item is faulty.

Sorry if you took offence to the "money making scheme".

Anyway, I believed it was faulty.

It would not be nice to spend £25 on something then have to return it because you think it is faulty then end up with a fiver because it is not faulty. So my advice is valid!

CALLMENUJAK

We have been upfront from the start as you were aware of our charges as per the RMA email you received and our T&C's. I have not said anywhere that you given wrong or bad advice, that’s your opinion and your entitled to it, but I would recommend in future that you do everything you can to make sure that the item returned is faulty before issuing a return as a faulty component. If you were not sure you could have arranged a return under the distance selling regulations.

If the card was confirmed faulty@SCAN and a collection was arranged you would incur no costs at all, as we had supplied a faulty component that is our cost to cover.

Regards,

[CALLMENUJAK]

CALLMENUJAK

We have been upfront from the start as you were aware of our charges as per the RMA email you received and our T&C's. I have not said anywhere that you given wrong or bad advice, that’s your opinion and your entitled to it, but I would recommend in future that you do everything you can to make sure that the item returned is faulty before issuing a return as a faulty component. If you were not sure you could have arranged a return under the distance selling regulations.

If the card was confirmed faulty@SCAN and a collection was arranged you would incur no costs at all, as we had supplied a faulty component that is our cost to cover.

Regards,

What is your problem?

Yes I saw the charges on the RMA email so that is why I returned it myself on the off chance that it could be down to a compatibility issue. It has been proven that I made the correct decision.

I put the graphics card in 2 PC's not once but twice that I had available to me and it did not work. Do you want me to knock at my neighbours and ask them if I can test it?

If I didn't want the card I would not have opened it and it would have been returned under DSR.

I wanted that card and still need a card.

Suppose I returned it under DSR knowing that I thought it might be faulty and then you came back to me because the card was found to be faulty?

Ok, DSR it is.

Everyone don't RMA, DSR is the way to go!

[Agent]

Everyone don't RMA, DSR is the way to go!

What silly advise that is

A RMA and a the DSR are two very different things and in most cases will not be interchangeable.

As for asking "What is your problem?" - As far as I can see, Adamb has acted professionally throughout. There is no need for that sort of reply. You would not expect that reply from Scan staff and we don't expect it to be used against them on the HEXUS forums.

[CALLMENUJAK]

What silly advise that is

A RMA and a the DSR are two very different things and in most cases will not be interchangeable.

As for asking "What is your problem?" - As far as I can see, Adamb has acted professionally throughout. There is no need for that sort of reply. You would not expect that reply from Scan staff and we don't expect it to be used against them on the HEXUS forums.

"A RMA and a the DSR are two very different things and in most cases will not be interchangeable".

I know that.

I had done everything I could to make sure it was faulty and have been told I should have returned it under DSR. So what silly advice is that. Professional, I think not!

"Suppose I returned it under DSR knowing that I thought it might be faulty and then you came back to me because the card was found to be faulty"?

[Agent]

I'm not quite sure what point you're trying to make - if any, or if you're just venting your frustration?

I've been there myself and I'm not going to deny its annoying, but if they do work then there is little that can be done about it. It's not really Scans fault and I certainly don't see it as a "money making scheme".

If you take a car to a mechanic and he has to spend time trying to find a fault with doesn't exist, he's still going to charge you for his time. Its no different.

[CALLMENUJAK]

I'm not quite sure what point you're trying to make - if any, or if you're just venting your frustration?

I've been there myself and I'm not going to deny its annoying, but if they do work then there is little that can be done about it. It's not really Scans fault and I certainly don't see it as a "money making scheme".

If you take a car to a mechanic and he has to spend time trying to find a fault with doesn't exist, he's still going to charge you for his time. Its no different.

The point I'm making is quite clear.

I should not have been told that I should have returned it under DSR when I did everything I could to make sure the card was faulty before returning it. What else would Adamb like me to do?

I returned the card myself so there is no charge.

"It would not be nice to spend £25 on something then have to return it because you think it is faulty then end up with a fiver because it is not faulty".

You would be happy to get a fiver back from £25 then? (not exact)

I have already apologized for the "money making scheme" remark.

[Adamb]

CALLMENUJAK

I don't have a problem, I’ve simply replied to your posts on the SCAN care forum. If you didn't want a reply from a SCAN rep then why post here?

If you read my post again I have never said you should return all items under DSR I simply stated that it was an option available in your case.

If you returned an item under DSR, then the card develops a fault why is that your fault? A fault can occur at anytime, so why would there be any comeback to you?

As I've previously said, if the card was faulty there would be no charges for you to incur.

Regards,

[rabbid]

"We offer a free collection in most cases if an item is believed to be faulty"

Is this new/recent? Before I read in some threads it was 10+VAT to collect (waived in exceptional cases), 10+VAT testing if NFF and 10+VAT to return to customer.

[Adamb]

"We offer a free collection in most cases if an item is believed to be faulty"

Is this new/recent? Before I read in some threads it was 10+VAT to collect (waived in exceptional cases), 10+VAT testing if NFF and 10+VAT to return to customer.

I've slighty mistyped that sentence What I was supposed to say was, SCAN offer to collect items that customers believe to be faulty, if the item was confirmed as faulty you would not be charged for collection or the returns service.

I should of read it through that before I posted! sorry for any misunderstanding.

[CALLMENUJAK]

CALLMENUJAK

I don't have a problem, I’ve simply replied to your posts on the SCAN care forum. If you didn't want a reply from a SCAN rep then why post here?

If you read my post again I have never said you should return all items under DSR I simply stated that it was an option available in your case.

If you returned an item under DSR, then the card develops a fault why is that your fault? A fault can occur at anytime, so why would there be any comeback to you?

As I've previously said, if the card was faulty there would be no charges for you to incur.

Regards,

I read your post and I told you what I did before I returned it under RMA on the . My actions are also mentioned in this thread.

Am I the only 1 who after testing a graphics cards in the 2 PC's that I have available to me twice and it not work who would think it was faulty?

Are you saying that I didn't do everything I could to make sure that the item returned is faulty before issuing a return as a faulty component.

What else would you like me to do?

Just say I had returned it under DSR (I don't know if you test) and you resold the same card with a 'fault' then that would be another disappointed customer which could have been avoided.

How many times do you want me to say I tested it and thought it was faulty?

"I'm very surprised that this card is incompatible with these PC's, I've had 1 already that worked with no problems in a Dell Dimension 9150 and an Dell OptiPlex GX280".

"I had to return XFX nVidia 8400 GS because it wouldn't work in my Dell Dimension XPS 420 or Dell Precision Workstation 370. The fan on it works but no video so monitor goes into standby mode. I tried twice in these PC's with the same outcome both times".

"I have a 8800 GT in the XPS 420 and it works with no problems".

I had no reason to believe that the XFX 8400 GS would be incompatible with this PC so I returned it under RMA. But I returned it myself on the off chance that it was an incompatibility issue. This has been proven to be a wise decision.

If I had accepted a free collection I would have about £8 refund from the £24.66 I spent and I still need a card.

"We offer a free collection in most cases if an item is believed to be faulty"

If it turns out that the item is not faulty then they charge you for it.

****Please be aware if your returned goods are tested not faulty you will be liable to a charge of £15+vat for the return courier collection costs.****

Regards,

Michael W
Scan Computers

[rabbid]

Thanks Adamb for clarifying

callmenujak, did you set the BIOS to not use onboard graphics (if applicable)? And/or to initialise PCIE vga first? It may have been trying to output video elsewhere other than the 8400GS you were using? Just a thought as its a weird issue. Another possibility is resolution settings? Did you notice if the PC was booting/running normally just with no display or was it just spinning up the fans?

[CALLMENUJAK]

Thanks Adamb for clarifying

callmenujak, did you set the BIOS to not use onboard graphics (if applicable)? And/or to initialise PCIE vga first? It may have been trying to output video elsewhere other than the 8400GS you were using? Just a thought as its a weird issue. Another possibility is resolution settings? Did you notice if the PC was booting/running normally just with no display or was it just spinning up the fans?

Hi rabbid. Thanks.

No onboard graphics on the Dimension XPS 420 or Precision 370. I put their respective cards back in and hey presto no problems whatsoever. BIOS already set for PCIE and I tried both VGA and DVI cables both with the same outcome, fan works but no video output and monitor goes to stand-by.

It did appear that the PC's were booting up normally though. The second time I tried the Precision 370 with a 19" CRT Monitor set at 1024 by 768 and 75Hz. XPS 420 with a 20" Philips 200W6 WS TFT & a 22" Samsung 225BW WS TFT set at 1680 by 1050 and 60 Hz. Settings unchanged from ATI Radeon X300 Se in the Precision 370 and nVidia 8800 GT in the Dimension XPS 420.

[Lucio]

Unfortunately it's a lesson to be learnt with Dell's and upgrades. They simply don't always work the same way as other PC's, because of their propertry BIOS and hardware. I wouldn't put it past Dell to have a list of approved cards and to only activate if they're on the list.


If you'd specifically asked the Scan staff if this would work inside your machine, and they'd said yes, then you'd have a case for getting some of those costs waved. As it was, you undertook a transaction for an item that you don't need, and thus it's unfair for Scan to bear the costs. It's not nice when it happens, but at the end of the day, it's life.