Scan offers £25+vat for a graphics card which fails after just less than 2 years

[Madafwo]

It is very good to see that this case was solved. I read Wesley's post, that Louise was lucky that's this card came back in stock - what can I say - very convenient. I still think that solution by giving partial refund is not fair for customer. Louise was lucky, but what about other customers who would have similar problem.
I will ask again - why bother to buy cards with unlimited or very long warranties, if such card go wrong after 5 years - customer will get few quid to replace it - which would be impossible. Not everyone can afford to change GPU every 2 years.
If I buy a decent graphic card, lets say newest 280 - pay for it around £300 - ofcourse in time price would go down - and lets say this card would be from BFG. After 3 years card stop to work and can't be repaired.
Of course this card will be eol - customer will get £20 and thats it?
Can some one from scan throw some light on this theoretical situation?

Sorry Louise for hijacking your topic

You will find that the two companies that offer the longest warranties (BFG and EVGA) will offer a direct warranty through themselves; as such they would not offer a partial refund and offer an equivalent.

It's a theoretical situation as you have said, so that is only speculation, but I believe it to be correct.

In the situation outlined by Scan here, they were issued a refund by XFX and they then passed this on the Louise/Louise's son, therefore they didn't physically have a replacement to send, until yesterday from what I have read.

Why would Scan deliberately force the refund on a customer to annoy them if they had another solution? Do you think they have got to be in a position where they are now by "shafting", as some people have put it, every customer because they feel like it.

It makes more sense that they try and please every customer as much as possible and get to a resolution that suits both parties so that there is a possibility that the customer may continue to spend with them.

That's what I think, and that comes from a background that has studied businesses and has some idea of what good business practise is.

[rabbid]

"Do you think they have got to be in a position where they are now by "shafting", as some people have put it, every customer because they feel like it. "

IF you are referring to me, then I did not and have never accused Scan of shafting anyone.
I merely pointed out that some retailers or manufacturers with poor CS have the opportunity to do this to a customer and within legal constraint. It was a generic comment to make people aware to shop with retailers/manufacturers who do give good CS and backup to their products.

This is why we shop at Scan because they do have good CS and are not in the business of shafting the customer!

[Dreaming]

Yea I think rabbid's point is the 'warranty' we would take to mean if our product fails we will get a replacement or a refund, but because of the legal lingo it is possible for a customer to end up worse off than if they had their original card.

But I think in this case scan have shown excellent CS once again.

[Madafwo]

"Do you think they have got to be in a position where they are now by "shafting", as some people have put it, every customer because they feel like it. "

IF you are referring to me, then I did not and have never accused Scan of shafting anyone.
I merely pointed out that some retailers or manufacturers with poor CS have the opportunity to do this to a customer and within legal constraint. It was a generic comment to make people aware to shop with retailers/manufacturers who do give good CS and backup to their products.

This is why we shop at Scan because they do have good CS and are not in the business of shafting the customer!

Wasn't accusing you of saying that at all, (I did quote not_my_ip's post didn't i?). Just a general statement to a lot of people who are very quick to put the boot in without getting the full facts.

[slypie]

Warranties to me unless it states a direct replacement are completely pointless. I think it gives the buyer the impression that if something goes wrong they will be covered and won't loose out when in fact they could get shafted. I can offer a lifetime warranty and if something goes wrong in 3 years give the customer a fraction of the value. If anything this thread has made me more aware of what companies are doing.

[bledd]

My XFX 7900GT failed, similar symptons, similar age, I went direct to XFX and got a 8600GTS as a replacement. Not to unhappy with the result but it was a real pain in the ass.

that's what EVGA gave me for my 7900gt, i was miffed

it's a performance loss in most benchmarks, but the next thing up from the 8600gts was a 9600gt (i can understand them not giving me one of them )

[rabbid]

No worries, just wanted to make sure there was no confusion as to the intent of my earlier post!

Indeed people can be quick to criticise and Scan here did go beyond the call and ended up giving a better card.

Yes these threads have made me aware of just how far as a consumer you have to push or be prepared to go after only 6months. It's a little shocking at first to find out, but at least it is nice to know factually what you can expect and what you can do. Also it gives us more insight to deal with reputable retailers and to check more thoroughly manufacturers wild claims for long warranty terms that may end up being almost worthless.

[akaneria]

is this not a forum where we have the right of free speech?
does it really matter whether its inaccurate or not? its only an opinion!!!

typical scan, you make one comment and they pull the post out!!!!

[wesleyaldred]

is this not a forum where we have the right of free speech?
does it really matter whether its inaccurate or not? its only an opinion!!!

Not when that speech is completely wrong and totally misleading, no - Sorry

If your post is factual and actually correct then fair enough, but not when it provides false mis-leading information.

Please feel free to re-post with factual information.

Wesley

[Nelsaidi]

As far as im aware, if the product fails within 1 year of purchasing it then the retailer u purchased it from will deal with the warranty, after that its with the manufacturer.My 7600gt broke 9 months after purchasing and ebuyer refunded that, and from what i hear scan operates in a similar way.

2 years is alot of time tbh, and i woudltn be surpised if it broke.

Good luck in sorting it out tho

[TAKTAK]

As far as im aware, if the product fails within 1 year of purchasing it then the retailer u purchased it from will deal with the warranty, after that its with the manufacturer.My 7600gt broke 9 months after purchasing and ebuyer refunded that, and from what i hear scan operates in a similar way.

2 years is alot of time tbh, and i woudltn be surpised if it broke.

Good luck in sorting it out tho

did you not read the thread matey?

i thought it was manufacturers problem after the first year...

No, it isn't.


With any complaint over "faulty" goods, there are always two aspects :-

1) Any warranty that's been offered

2) Legal rights.

Manufacturers (or shops) can offer warranties but aren't obliged to. If they do, and if the consumer knew about it, then the consumer can rely on it and whoever offered it can be held to honour it by law.

But .... the general situation is that it's the retailer that's responsible, not the manufacturer.

However, the consumer protection legislation that holds the retailer responsible does have limitations. The two major ones are that you can only take legal action (which, ultimately, is how you might have to enforce consumer rights) for 6 years, and it only covers goods that did not "conform to contract" at the time of sale.

So ...... when you first buy goods, if they don't conform to contract you can reject them and get a full refund. But you'll have a short period to do that, and it may be just days. You can also also that right in other ways, such as doing anything with the goods that are inconsistent with not accepting them ... such as selling them or customising them.

After that initial period, goods may still go wrong. If they do, and IF the fault existed when you bought them, then you're still entitled to various remedies, including refund (though maybe not full), repair or replacement. The question is, did the fault exist (i.e. was it inherent in the goods) at the time of sale?

So it comes down to the nature of the fault.

If goods last a period, then fail, did they fail due to damage caused by the user? Or to fair wear and tear? Or to a short life being implicit in the nature of the goods ... I mean, how long do you expect a banana to last?

Generally, with electrical goods, a "reasonable life" would be several years, perhaps up to 10. If the goods fail before that time, and if the reason was, perhaps, sub-standard components that just didn't last the time they should, or a design fault, then they didn't conform to contract.

But then the issue is proving why the goods failed.

For the first 6 months after purchase, there is a statutory presumption that the fault was inherent at time of sale .... unless the retailer can prove otherwise.

After 6 months, that burden reverses and it's assumed that the fault was not inherent, unless the buyer can prove it was.



So, when goods fail (unless it's VERY soon after purchase), you can either rely on either a shop or manufacturer warranty, subject to whatever degree of protection is offered and any limitations placed on it, or you can rely on your legal rights. But those rights apply against the shop and (except for enforcing any warranty offered by the manufacturer) not against the manufacturer.

And to get satisfaction under your legal rights, you might have to PROVE that the fault was due to something inherent when the goods were sold.

That is why most people go the the retailer with problems .... because that's where the law of the land puts the primary responsibility, and it does so for, potentially, up to 6 years. But what it does not necessarily mean is that the retailer has to repair or replace goods. It very much depends on what happened to the goods.

Also, the retailer can't fob you off onto the manufacturer by washing their hands of responsibility, but they can point out that the best course of action might be from the manufacturer, especially if that involves a warranty above and beyond your consumer rights, and they can offer to deal with the manufacturer for you. You can, if you wish, avail yourself of this and then revert to your consumer rights if you don't get a satisfactory resolution.

We all, as consumers, have some fairly strong rights and protections, but they are NOT as strong as many people think. If shops, for instance, think that goods fail because they've been improperly used or somehow damaged by the consumer, then if they're more than 6 months old, they're entitled to decline to repair or replace, and it's then up to the consumer to prove that the goods were inherently faulty. That probably means getting them tested, and probably by an independent engineer.

and it's allready been sorted (which is nice to hear)

[TAKTAK]

<double post >

[Nelsaidi]

Oh crap my mistake :/

New to this place (but not to forums)

[moogle]

As far as im aware, if the product fails within 1 year of purchasing it then the retailer u purchased it from will deal with the warranty, after that its with the manufacturer.My 7600gt broke 9 months after purchasing and ebuyer refunded that, and from what i hear scan operates in a similar way.

2 years is alot of time tbh, and i woudltn be surpised if it broke.

Good luck in sorting it out tho

eBuyer refunded the full amount or partial? I've been refunded full amounts in situations like that but afaik Scan don't

[Nelsaidi]

Against all odds they refunded it fully - &#163;64 (apart from the del - as it was free del, but i doubt they would have refunded that) - i was hoping they ship out an 8600gt rather than another 7600, but it gor fully refunded. Bare in mind they ddint have a 7600gt apart from the inno3d i chill series, the rest were 7600gs which i would be annoyed if they sent that out. However i think there might have been an nvidia 7600gt for &#163;30 at the time of the RMA, but i cant find that now (a friend showed it)

[moogle]

Ahh thought so
They did the same for a mATX mobo bought Dec 07 which just went faulty last month

But Scan did refund me fully for a CPU cooler that went faulty but that was within the 28 day limit so I guess it differs.