Marked CPU IHS = damaged Xigmatek.

Hi I bought a couple of things of scan which arrived friday 3rd. These included an E5200 and Xigmatek 120mm cooler. Upon arrival the box for the e5200 had taken a severe beating (almost flattened) but i wasnt fussed because the cpu was in one piece. I did notice marks on the cpu also, several faint scores across it and a tiny tiny chip right in the middle, again I didnt think this would be a problem. Iv had endless compatibility problems however with my Abit IP35 Pro where temp readings are not right (reading 250oC) and causing the cpu fan to randomly turn off during operation when it decides to. I updated the bios which at first I thought fixed my problems (temps came down) but it didnt. Basically I can be using the computer and the cpu fan will stop working and alarm bells start ringing. I called scan on friday 10th saying the CPU isn't compatible with the motherboard. The lady asked have i opened it? I said yes immediately got "...then we cant accept this back the thermal compound on the heatsink has been used" (talking about the cpu retail cooler) I said that it hadnt i was using an aftermarket cooler. "O.. We still cant return it". I explained I was perfectly willing to exchange it for a Core 2 Duo (e5200 being a Dual-Core which i didnt realise at first. Yes theres a difference) possibly an e7200/e8200. The lady said theres nothing she could do and I would have to try and sell it myself. I was extremely dissapointed at the lack of support and thought I might as well mention the state of the packaging which might as well have been opened and kicked about before i even got it. Anyway I left it at that because I was in work on a break. Iv since ordered an e7200 from another retailer which arrived today, installed working fine (no cpu fan issues) and immaculate condition. However the reason I have now been forced to write this thread is that upon removal of the e5200 I noticed the xigmatek has a fairly deep ding in one of the heatpipes where it makes contact with the cpu. Matching it with the cpu I then discovered that tiny chip in the cpu ihs has caused it. So I'm left with a 10 day old e5200 that hardly looks it which im not willing to sell on myself now, and a damaged xigmatek. Basically I want to know what scan is willing to do about it?

Kyle

Bad luck about that Korky, never accept the goods if they are damaged as bad as you say they are as the retailer will usually not believe your story once it's opened. I would have taken pics and emailed them asking what should I do. Had they said it's fine to open it I would say that if it's all bad when I try to run it I'll be returning it etc. Shouldn't let your guard down with any retailer. How old was it when you requested to return it as if it's under 7 days surely you can return it under the DSR?

I had to open it to see that is was damaged (the IHS) as for the box, this was not a problem, wether or not its related to the chip on the IHS I dont know. I called on the 7th day, recieved friday, called the next friday but had no joy.

Having reviewed this I can confirm that NO damage was ever reported to us.

The telephone conversation with my collegue made no mention of the state of the item on receipt.

As you have failed to report any damage on receipt then unfortunately we cannot process an RMA now on this basis as it is outside of the relevant timeframes stipulated in our Terms & Conditions.

Wesley

I did make comment on the state item on reciept, after being told there was absolutely nothing that could be done I made comment on it. Regardless of the state of the item, under DSR 2000, a 7 day cooling off period must be given. So I would like to return it under that. But I did mention poor packaging in the phone call.

korky,

You are not able to make a claim under the DSR because as you never notified us the item was damaged within the 48 hour deadline as per our Terms & Conditions (quoted below) on receipt then it can only be classed as end user damage following installation of the item, the physical damage means you loose you right to any DSR claim.

Had you reported the damage claimed within the timeframe and without proceeding to use the item we would have been able to assist in the return of the item(s).


Wesley

<Insofar as you report any damage to goods to us within 48 hours of delivery we will refund the price and carriage or replace the goods at no cost to you.>

Have you got any pictures of the damage to the IHS or Xigmatek? Where is the actual damage as iirc on the Core2Duo boxes you can see the CPU IHS and the HSF bottom as well. Pretty unlucky for this to happen to you. Always notify in writing too as telephone calls aren't real hard proof or it could just be denied or not passed on (the info that it was damaged upon receipt).

Is the dent and inwards or outwards one? (Pictures would really help)

PS - You would have been better off with eBuyer on this one as you have 10 days for cooling off and 7 days for reporting damages (<3)

You could always contact Intel to see if they can get it fixed seeing as you now have no warranty with Scan I assume and if Intel won't take it then the only thing to do would be to sell it or lap it to remove that dent and use it, hopefully lapping it will make the temps better.

At work now, will take pictures later on and up them. Doesn't look like theres much point though. Severely disappointed with how you are taking this Wesley. This damage is clearly not end user, its impossible that I could have made this miniscule dint. I am extremely careful handling these things (unlike your picking staff) Have a look at your stock probably not the only one thats like this. I don't think I even opened it until 3 days after receiving it i was that busy, so even if it came halved in two I would probably have got the same response. I'm generally not a fussy customer, I know for a fact the mark on the IHS has nothing to do with why the CPU is'nt working with my board so its not even damaged. Complete lack of customer support/orientation, I wasn't even looking for a refund just something that worked.

I will take pictures and post later if you would care to see.

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Originally Posted by Korky

I will take pictures and post later if you would care to see.

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Thanks, is it because of the dent that there is an heat issue or is it an upward dent (like a miniscule mountain) causing the heatsink to be at a slight angle or is it an inward dent and the cpu just has heat problems? Understandable to be busy when receiving new items and these bad problems only happen then, I myself left my new motherboard in it's box for 2 weeks before getting time to assemble it.

Just to confirm in relation to the telephone call made into ourselves the CPU is a Pentium Dual Core, not a core 2 and is incompatibile with the motherboard.

korky feel free to upload images, this will have no effect on the outcome of this case however.

Wesley

There aren't any heat issues as such, the xigmatek heatpipe has just dented in to accomodate the tiny hill on the IHS, temps went down to normal with bios update but the cpu fan would still randomly stop. Yes Wesley I did state that in my original post, the fact that its a dual core and not a core 2 duo is probably the reason its not working right therefore its not fit for use and why I reported that within 7 days.

Well if the dent is outwards (mountain) how the hell can anyone make that :D
Unless you're superhuman and can manipulate objects. I'd say it could be solder but I'd think it would get crushed in between the HS and CPU.

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Originally Posted by Korky

There aren't any heat issues as such, the xigmatek heatpipe has just dented in to accomodate the tiny hill on the IHS, temps went down to normal with bios update but the cpu fan would still randomly stop. Yes Wesley I did state that in my original post, the fact that its a dual core and not a core 2 duo is probably the reason its not working right therefore its not fit for use and why I reported that within 7 days.

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Originally Posted by wesleyaldred

You are not able to make a claim under the DSR because as you never notified us the item was damaged within the 48 hour deadline as per our Terms & Conditions (quoted below) on receipt then it can only be classed as end user damage following installation of the item, the physical damage means you loose you right to any DSR claim.

Had you reported the damage claimed within the timeframe and without proceeding to use the item we would have been able to assist in the return of the item(s).

Wesley

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Wesley has stated there reason why you can not send back on 7 day DSR, I can not see how you can comment on how Scan's pickers handle hardware we are very carefull and use excellent packing materials and methods. The damage to the box was most likely done in transit which can happen unfortunately you did not mention this nor did you put a claim in for damaged in transit, we can not control your actions and in your own post admit to using the product.

Regards

Just to add in an earlier post you state you don't think you even opened the parcel for 3 days, but yet on the same day as delivery you create a post on the Hexus forum's:

http://forums.hexus.net/help-technic...ml#post1535861

in this post you state "everything is setup nicely"

So clearly you DID open the package immediately so you COULD have reported the packaging and the damage well within the required timeframes.

Hi,only thing you might be able to claim on the CPU,is if there is a manufacturing fault/defect ie no way it could have been caused by the end user(no accompanying indentation to the,call it say blister etc etc), .Which could be or not be the case.Should be free from manufacturing faults/defects for at least 1yr.


Cheers BOB

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Originally Posted by bibio

Hi,only thing you might be able to claim on the CPU,is if there is a manufacturing fault/defect ie no way it could have been caused by the end user(no accompanying indentation to the,call it say blister etc etc), .Which could be or not be the case.Should be free from manufacturing faults/defects for at least 1yr.


Cheers BOB

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Well Technically not as kyle has confirmed using an aftermarket cooler and not the original intel cooler which means that under Intel's warranty officially the warranty is now invalid on the cpu. However, it may be worth talking to Intel about this.

Wesley

I don't really see what this has got to do with any one other than the OP and Scan...

Hi,only making a info point not a judgement(wouldn't do so),it as been placed on a open forum(& happens regularly in this forum section,maybe you have done so?).Otherwise why have this open forum section at all,communication can quite easily be done via email or phone etc.
Even while prev posting,looked like how Intel would see it.Does the defect if due to manufacturing etc overide anything after?Bit of grey area.


Cheers BOB

ps Scan chap bet me to the post,on my prev one(slow typer etc).

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Originally Posted by Paulm@scan

Wesley has stated there reason why you can not send back on 7 day DSR, I can not see how you can comment on how Scan's pickers handle hardware we are very carefull and use excellent packing materials and methods. The damage to the box was most likely done in transit which can happen unfortunately you did not mention this nor did you put a claim in for damaged in transit, we can not control your actions and in your own post admit to using the product.

Regards

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Have to say Paul I don't want to gang up on Scan but plenty of the boxes I've had have arrived in subprime condition including one where someone had obviously been bored and had made a pattern out of holes on the box lol. Never affected the product though (the box was inside one of those city link bags) and was only a brown OEM type box.

It's one of those risks with building your own PC though, there are lots of loopholes and such for not just scan but companies like Intel to not honour any kind of warranty. My suggestion would be to test the CPU in a system it IS compatible with, if it doesn't work return it as an RMA, fault found, get replacement, sell replacement (unless scan say you did the damage yourself or something like that). If it does work in a compatible system, just sell it on eBay as tested and working. My CPU IHS isn't perfect by any means but the CPU works fine up to a 50% overclock.

Also I feel a bit wary as a consumer that wesley had to go snooping around the hexus forums, I don't know, whenever I've spoke to scan on the phone they've always been really friendly guys and pretty much sort anything out and the idea that they might be going round the forums 'checking up' on my story makes me a bit paranoid - I mean overclocking invalidates warranties too and if I've overclocked parts of my system and they failed after say a week I wouldn't like to have my sig thrown in my face. That's just my personal feeling as a consumer though, I wouldn't like to be spied on lol.

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Originally Posted by Dreaming

(unless scan say you did the damage yourself or something like that)

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Pretty sure they just did, even though it's an outward dent requiring you to dent it from the inside->out. Can't see the logic there.

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Originally Posted by Dreaming

My CPU IHS isn't perfect by any means but the CPU works fine up to a 50% overclock.

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Watch out you're liable for no RMA for saying that :lol:

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Originally Posted by Dreaming

That's just my personal feeling as a consumer though, I wouldn't like to be spied on lol.

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Guess that's one of the negs of having a care forum on a forum you frequent. Even on the eBuyer forum users have their overclocks and scores posted but the RMA's still get given. Although now they've got an uproar about their free delivery going so Scan should see some more customers coming their way ;)

I think there should be a notice on the heatsink page notifying users that it invalidates warranty as I couldn't find it on any of them. Sure some might know but some mightn't.

Hi Dreaming

We are not spying or looking into previous posts to get out of a refund or replacement all we are trying to get the correct information on the issue which has not been clear from the start. The OP claims to have not even opened the parcel fro 3 days but in a previous thread opened by the OP on the same day of delivery states "everything is setup nicely" so if he has not opened it for 3 days how has he had it set up?

Clearly the OP information is contradicting and damage to the CPU was not claimed for within the 48h deadline stipulated in our Terms & conditions. The point is if the goods had been damaged in transit we have to be notified, how are we to know the product has been physically damaged on installation since we was not notified of the damage on delivery but only on the 10th exactly 7 days later.

with contradicting information and simply that the terms & conditions have not been adhered to Wesley has made it clear why he can not offer an RMA

I guess it was my own fault I did not report damage within 48 hours, I've already tried to explain that it wasn't necessarily damage as its a tiny ding in the IHS which wont affect it. I have proven this by trying it in a friends pc tonight who has a p45 board. It works fine. Im jacked off because I know for sure it came out the box like this, impossible for me to make such a mark on the IHS. Can you possibly give me details for Intel RMA direct then? Seeing as you guys wont do anything for me. About the pictures i'll put them up tomorrow morning, late in from work.

Intel Customer Support Centre

United Kingdom 0870 607 2439

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Originally Posted by Korky

I guess it was my own fault I did not report damage within 48 hours, I've already tried to explain that it wasn't necessarily damage as its a tiny ding in the IHS which wont affect it. I have proven this by trying it in a friends pc tonight who has a p45 board. It works fine. Im jacked off because I know for sure it came out the box like this, impossible for me to make such a mark on the IHS. Can you possibly give me details for Intel RMA direct then? Seeing as you guys wont do anything for me. About the pictures i'll put them up tomorrow morning, late in from work.

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If it works properly then you could just sell it on eBay as tested and working.. no?

Yes Dreaming this is the action I am going to take, I'm just hacked off that the defect on the IHS has compromised the xigmatek - double hit. Im done buying from scan in the near future though.

I am sorry to hear you feel you can not purchase though Scan again but in your own words you admit your actions led to this conclusion. All Scan have done is provide a good service and although it has not ended in the way you wanted all we have done is stick to the terms. It would be easy for Scan to dish out RMA's like hot cakes but if we did this it would not take long for Scan to be out of business.

We have responded to your queries quickly and have helped you as much as we can unfortunately we can not issue a refund for a CPU we can not claim money back on ourselves which I think is common practice considering the information you have provided.

I can guarantee other suppliers have procedures, Terms & Conditions in place just like Scan and that they would not be interested if the same situation happened with them.

Best Regards

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Originally Posted by Korky

Yes Dreaming this is the action I am going to take, I'm just hacked off that the defect on the IHS has compromised the xigmatek - double hit. Im done buying from scan in the near future though.

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pm me the sale link when you do :D

I've been looking for a cpu to lap ;)