Not very happy

[jim]

I've been without a working PC since October thanks to a variety of RMA's and so on, not least due to my motherboard which was deemed non-faulty in November, but since I never managed to get it working, I RMA'd it again in February. It was then deemed faulty, but I wasn't refunded the non-faulty fee because the gap was too long.

After chasing it up on these forums for a while, eventually with some help from Mark I was provided with a replacement motherboard, which was meant to be tested and returned with the CPU, RAM and PSU I had RMA'd at the same time (they were cross-referenced RMA's) but evidently something went wrong somewhere along the line because I only received the replacement motherboard, and had to ring up to get the other parts returned separately - as a result of that and the information I saw regarding the order it doesn't appear that they were tested together either.

On top of that the replacement motherboard was packaged extremely badly and got pretty seriously damaged in transit (it punched a hole through the box it was packaged in), which I mentioned over the phone and was told had been logged. Now using my PC it seems very unstable, and I can't run memory tests or Prime95's In-Place Large FFTs test without the PC locking up. Being in need of another set of RAM for a different machine I decided to buy another set of Corsair RAM from you, which was delivered today and is doing exactly the same thing, locking up at the same point.

As such, it looks like it isn't the RAM that's causing the problem, so it's in all likelihood the motherboard... as you might imagine, having only just got my PC back up and working again after approximately 4 months without it, I don't relish the idea of pulling it all to bits yet again and returning the motherboard to you, especially when I was under the impression that it was all going to be tested together to ensure it worked properly before you returned the parts back to me again.

I would appreciate anything you can do to help try to remedy the situation, and my apologies for the rant - I've just become extremely frustrated over this entire episode in the last few months.

[leepen@scan]

Hi snootyjim,

Sorry to hear about your problems. Can you please PM me the RMA number for your motherboard and I'll bring this to the attention of our returns team shortly.

Regards,

[jim]

PM sent.

[jim]

Further PM sent regarding damage in transit

[jim]

Right, after your PM Michael sent me some information regarding how I could test my motherboard, but I told him that I'd already done a range of tests recommended by Yellowbeard in the Corsair.care@HEXUS forums, and he suggested updating the BIOS, failing that an RMA.

As I mentioned previously, the BIOS has already been updated by Scan before it was sent to me, so that can't be the problem.

Can someone from Scan please try to find some alternative to me ripping my PC apart again and sending components back to you? I just feel like I shouldn't still be without a working PC considering the problems I've had with this entire episode so far, and would like somebody to see if they can find an alternative that's a bit more workable for me. Thanks.

[jim]

I don't believe this... I specifically said via email that I would come back to Hexus to look for an alternative solution before raising an RMA, and now an RMA has been issued that I neither requested nor wanted.

Virtually every time I have had to contact Scan regarding returns I have received either dodgy or patchy service. I've had problems with other returns even before this whole episode and it really isn't getting a whole lot better, so I'm starting to get pretty frustrated.

I realise that certain courtesies were made with my motherboard return, but I'm disappointed that some of the services promised to me failed to materialise - regardless of whether they were legal requirements or not, they were promised.

As I said before if somebody could look into this and try to find a more workable solution then I would appreciate it.

[jim]

Bumped for Monday morning

[jim]

I've been informed by email that the only course of action Scan are intending to take is for me to pull my PC apart again and return the motherboard to you for testing and possible replacement, and I've not been offered any kind of collection. I've already had to fork out around £5-10 to post it to you the first time and £30 in 'non-faulty' fees when it was clearly faulty, so I'm not best pleased about forking out yet more cash.

And as far as I am concerned, I'm now being made to suffer for Scan's mistakes.

Firstly I'm being made to pay for delivery to send back faulty items, secondly my PC will be down for at least a further 10 days, when I was originally promised that my parts would be tested to make sure that the PC worked properly before I received it, and thirdly the motherboard wasn't given the best start to life when it got bashed up thanks to the way it was packed.

I don't expect you to start offering me a replacement PC for the fortnight, but I feel like I should be receiving a bit more assistance considering what a mess it's been so far.

With all the 3XS commitment stuff, and all of the people that come to say how great your service is I can't understand why every time I need to return an item it turns into such a saga.

[jim]

I'm going to ring up and see if we can make any progress

Okay I have now arranged for collection next Monday instead of paying for the postage out of my own pocket. I'll send the motherboard back to you via collection, and then once you've tested it I'll find out what kind of replacement we can come up with that takes into account the money and time that has been lost so far.

[Bugbait]

The description of your PC problems seems to jump around a bit so it's a bit hard to follow. Are you saying you tried the same type and/or brand of RAM in a motherboard and both failed? There is no mention of BIOS updates or voltage settings tried? Maybe it's a compatibility problem between components? It sounds as though you built the system yourself? If so, then you're generally responsible for compatibility unless you asked Scan before the purchase.

I've returned most components in a PC to Scan over the years but I've always provided very specific instructions on how to reproduce the faults. Only once did they believe it wasn't faulty at which time I supplied additional information and they were able to reproduce it.

If you PC is critical (I know mine is to my lifestyle) then it might be easier to purchase a replacement from another vendor, since you obviously have issues with Scan and get a refund?

[jim]

I have gone through a range of tests thanks to Yellowbeard in the Corsair support forum, and compatibility isn't really an issue because Scan promised to test the system prior to returning it to me.

They forgot to do that, hence why I'm so frustrated, because it now doesn't work properly.

Not to mention all the other problems I've had with RMAs over the last 5 months or so.

[Koolpc]

No Comment

[jim]

The board has been collected today, hopefully there isn't too much of a backlog at the moment with RMAs?

[jim]

The motherboard has been tested today, and there are apparently no problems with it at all.

Seeing as I had problems with Prime95 blend test and Memtest with four separate RAM modules, what should I send back now? I can return either one or both sets of RAM, and I can also send the CPU back as well, so I need to know which would be the best to try.

I just rang but no-one picked up the phone either time so I thought I'd come back to here.

Thanks

[jim]

Bump

[topgun23]

looks good