Poor Customer Support From Scan

[The Asgard]

Hi there,
I am now posting this out of sheer desperation. Is there any Scan representative that can help my RMA?

I am not getting any response to any of my emails and the item is still not showing as being booked in. It’s now 2 weeks since the faulty ( 3rd faulty Disk ) item was returned via RMSD and I have emailed you Proof Of Delivery. Short of taking legal action and contacting Trading Standards I am not sure how to proceed.

*edited*

[Mark@SCAN]

Hi,

Please accept our apologies for the delay, I am currently looking into this as a matter of urgency for you.

As soon as I have an update from our returns department I will drop you a PM.

Regards

[The Asgard]

Hi,

Please accept our apologies for the delay, I am currently looking into this as a matter of urgency for you.

As soon as I have an update from our returns department I will drop you a PM.

Regards

Hi Mark,
Thanks for the update. At least I know it's being looked into now.

[Mark@SCAN]

PM sent

[The Asgard]

PM sent

Thanks for sorting this out. Its very much appreciated

[The Asgard]

Mark,
I received the replacement hard disk today thanks for your efforts however the replacement is faulty. Installed the disk today and immediately it started making a grating sound. Smart diagnostics on post detect a fault and running the WDC diags it reports a problem. It can't even complete the quick test.

Here's the screen dump from WDC



This is my 4th disk failure out of 6 disks. I currently have 1 Samsung F1 1TB and 1 WD 1TB Green working. Are these failures due to the fact that the drives are only sent with a few layers of bubble wrap around them? Other companies send HD with foam and hard boxes. I suspect these disks are getting damaged in transit.

I am prepared to give it another go but could you send the drive out in something better than a few layers of bubble wrap?

[Mossy]

I can not see it being the wrapping just shear bad luck I've played football with some of my drives in the past trying to damage them and there has been no issues. Then I have done nothing and they have died on me!

I am sorry about this though, I will alert mark in the morning to get this sorted.

Regards

[The Asgard]

I can not see it being the wrapping just shear bad luck I've played football with some of my drives in the past trying to damage them and there has been no issues. Then I have done nothing and they have died on me!

I am sorry about this though, I will alert mark in the morning to get this sorted.

Regards

Hi Paul,
Thanks for responding.

Lets hope I get lucky with the next drive.

[Smasher]

EEK! I was about to order a new hard drive from Scan in the next couple of days but 4 out of 6 doesn't sound good... I can't have any of these issues with it, as I only have a single weekend to install it into the laptop

Sorry to barge into your thread Asgard but can anyone tell me, is there a way to test a PATA hard drive in my tower PC (which has a SATA HDD) to make sure it's all ok for installation into the laptop?

[jackvdbuk]

smasher, ive ordered all my harddrives (currently on like the 8th) and all have been find over the years, my latest being a 1tb samsung and works 100%

dont fret

[The Asgard]

smasher, ive ordered all my harddrives (currently on like the 8th) and all have been find over the years, my latest being a 1tb samsung and works 100%

dont fret

Thats the worrying thing. I have ordered several hundred drives over the years and I have never seen four failures in a row. Which is why I am questioning the packing method.

[floppybootstomp]

Sounds more like a bad batch to me.

I hold the view that it's not so much the make as the factory where the disk is manufactured that's the most important factor.

Having said that, in a twelve year period I've had at least one disk of every make fail on me (except Maxtor, oddly renough) but around seven WD drives have failed.

No probs with rma's though, in every case back to the manufacturer rather than the supplier.

For diagnostic software burn yourself a free Ultimate Boot CD V4.0.

[jimborae]

Nice to see you're still around Flopps

[The Asgard]

Thanks again Mark for sorting out this problem.

Excellent support!

[Mark@SCAN]

PM Sent

Having looked into the issue and also having discussed this with both our returns and warehouse staff I have been assured that our packaging methods have been checked by Western Digital and confirmed to be adequate.

Further to this to give you an idea below I have included the returns rates for both the original and replacement Hard drives purchased from SCAN

1TB SAMSUNG SATA2 HD103UJ 32MB = 0.85%

1TB WD SATA2 WD10EACS HDD = 1.25%

As you can see this is around 1% which I'm sure you will agree is a small number of returns considering the volume we sell. Please also bear in mind this figure takes into account drives returned under the 7 day distance selling regulations and not only returns due to manufacture defect.

Regards

[The Asgard]

PM Sent

Having looked into the issue and also having discussed this with both our returns and warehouse staff I have been assured that our packaging methods have been checked by Western Digital and confirmed to be adequate.

Further to this to give you an idea below I have included the returns rates for both the original and replacement Hard drives purchased from SCAN

1TB SAMSUNG SATA2 HD103UJ 32MB = 0.85%

1TB WD SATA2 WD10EACS HDD = 1.25%

As you can see this is around 1% which I'm sure you will agree is a small number of returns considering the volume we sell. Please also bear in mind this figure takes into account drives returned under the 7 day distance selling regulations and not only returns due to manufacture defect.

Regards

Interesting.

1 in 100 failure rate is what I would expect and did experience buying equipment for our standard product. Must be a bad batch of Samsungs or just very,very bad luck.

Again thanks for sorting this out quickly. Lets hope this is the end of my bad luck.