RMA - Taken over a month and still counting!

[Aaron]

I'm giving feedback here but I really don't know what else to do short of calling trading standards and my credit card company. In the past, I've had good customer service from Scan but a recent return has completely destroyed all faith I have in the company.

The back-story:

I received a faulty Maxtor Basics 1.5TB HDD from Scan. Under Vista 64-bit, if the HDD is plugged into a motherboard-based USB port and then the PC is rebooted, the size of the drive is incorrectly reported. This is apparently a very common problem.

So, I sent back the drive via Scan's courier and it was received back on 6th April according to the courier's parcel tracking system. It then sat in Scan's warehouse for a month without Scan even acknowledging that they had received it. It took repeated and sustained chasing up from me for Scan to find the parcel and process it.

The HDD was finally tested on 7th May. Scan declared it to be not faulty. I replied to their e-mail with exact instructions of how to reproduce the defect and links to posts on Maxtor's (Seagate's) forum from people complaining about the same issue. I asked Scan to retest to drive, which I beleive is the very least they could do after taking over a month to process the RMA.

I have heard nothing back since.

Does anyone have any suggestions on what I should do? It's very unlikely that I will be buying from Scan again.

[Mark@SCAN]

Hi,

Please PM me with your invoice and or RMA number and I will have a look into this for you.

Regards

[Aaron]

Thanks. Resolved satisfactorily!