RMA confusion

[Pickster]

RMA Number: <removed for security>

I am currently not a happy bunny.

I had a motherboard die on me but due to some physical damage being evident on the board I was told Scan would not replace the board but would return the board to the supplier.

Now this I wasnt impressed with as the fault was with the board, I had no part in the failer and it had been working fine for almost 6 months. However I willing to go along with the procedure if that was what was required.

Now at the store I was told I should hear in about a week if I was going to get a replacement. A week later over the phone I was told 2 weeks. I have been on the phone 3 times each time to the same person and he seemed more than willing to help me out in finding out what was going on and I was advised to call back this past Saturday.

So I call back on Saturday only to speak to a different person who seemed less than happy to be working on a Saturday and quite bluntly told me to expect to be waiting 4 to 6 weeks!

Now 1 week to 6 weeks is quite a difference. I really needed the system up and running as soon as possible as was discussed in store. If I'd have knowen it was going to take 6 weeks I'd have bought another board and sorted something for other one later on (or taken then new board back as was an option given to me at the time in the store).

After hearing so many good things about Scan and changing my habits from ordering from another store I feel rather let down by the whole process. I'm not blind enough to say I will never shop there again but I am waiting for something to sweeten this otherwise bitter experience.

P.S

I know this isn't the best way to make a first post and I am sure there are plenty of people who make a single post to troll and then vanish. However this is a genuine issue for me and I hope to be sticking around here

[Pickster]

OK so I have now had an email saying you should hear something in 10 to 14 days.

I still dont understand how I can be told "It should only take a few days for us to hear something, it should be about a week", to now over three weeks later still be at least 10 days away.

On top of all this waiting, due to my luck, i'll probably be told I can't have a replacement anyway (this being pure speculation on my part due to a run of bad luck).

[vinnyT]

The biggest problem for scan (and you), is that's down to how quickly the manufacturer gets the testing done and prepares a report with a decision. Still I would have expected Scan to have been a little more realistic with their estimation on how long this would take, if they had told you it was likely to take 6 weeks you would have been able to get a new board (as you said), and if it only took a week you would have been pleased at their efficency.

Welcome to the forum, by the way.

[Mossy]

I have confirmed with Ian in returns that we have a fixed motherboard waiting for you to collect at Scan reception. Due to the physical damage on the motherboard when you brought it to Scan we could not simply replace it and had to send it back to the manufacturer. I hope you can understand why we had to send it back for their inspection and apologise about the wait which is out of our hands.

We have replied to you email address but have yet had confirmation of receipt.

Regards

[Pickster]

Is there any chance that the board can be tested in the store before I take it away? The last thing I need to happen is to take away a board that ends up as DOA and have to wait another 4 weeks.

[Mossy]

the motherboard has been tested, I am sorry you have had to wait but there was physical damage which in most cases usually results in a non replacement Gigabyte have been good to replace even though it had burnt tracks on the motherboard which seems to suggest it has been shorted out somewhere, which can happen when not installed correctly.

The motherboard can be fired up on the test bench in the techncal part if you wish before you take it home

Regards

[Pickster]

This is the thing though. Its far from the first motherboard I have installed and it was working for more or less 6 months before one day it decided to not fire up.

I am 100% certain it was a board defect that lead to the burnt traces but I'm not about to argue the case as it really doesnt matter. It's happened and thanfully gigabyte have done the right thing by the customer.

I understand your position that you could not simply replace the board and while I wouldn't have welcomed a 4 week turn around with open arms, its not the amount of time that was the issue, more the feeling of being lead around the houses and up the garden path.

I appreciate the replys on the forum. This thread was born out of frustration and turns out to have a happy ending.

Thanks for the help/time

[Mossy]

no problems Scan do like to resolve issues in the customers favor but sometimes its unavoidable.

Regards