Scan + XFX RMA - Pass the Parcel

[rhx123]

I received a XFX 7850 from Scan on the 11th of Jan, and it was fine up until Friday at which point the computer just shut down mid game.
When I turned the computer on again, I had no signal to the monitor.
I tried on the Intel Integrated Graphics, and the computer booted fine.

Today, I tried the card in a friends machine and that showed the same (no signal) issue leaving me to believe the card is dead.

Anyway, I started an RMA with Scan and they said this:

"Scan can only accept warranty returns on this product with an original "XFX RETURNS REFERENCE " which is obtained directly from XFX on XFX web address, can't post URLS.

XFX Will go through a series of diagnostic testing and if hardware failure is suspected will refer you back to Scan to arrange a return, the XFX returns reference will need to be quoted in order for Scan to grant an RMA for return and testing purposes."

So I signed up on the XFX site and submitted a ticket, and got this response from XFX:

"Hi, thanks for your message and sorry to hear you are experiencing these problems. Please contact your reseller on the returns procedure. But if you have any other queries, please let us know. Many Thanks."


I have sent a message to the XFX guy explaining what Scan said. No reply yet.

Has anyone else had to RMA a XFX card through Scan before?

[sp4nky]

If there is an obvious fault with the item at any time within the first 6 months and it has not been caused by wear and tear or misuse, your first port of call must be the shop you bought it from. They have the responsibility to put the matter right, and should not evade this responsibility by referring you to the manufacturer in the context of a guarantee or warranty.

[flearider]

If there is an obvious fault with the item at any time within the first 6 months and it has not been caused by wear and tear or misuse, your first port of call must be the shop you bought it from. They have the responsibility to put the matter right, and should not evade this responsibility by referring you to the manufacturer in the context of a guarantee or warranty.

well under uk law it's 12 months under eu law it's 2 yrs

[sha-1]

It's up to 6 years actually, although after 6 months you're supposed to 'prove' the fault was there when you bought it.

[kalniel]

It's up to 6 years actually, although after 6 months you're supposed to 'prove' the fault was there when you bought it.

This. And before six months it's up to the retailer to prove it wasn't.

For electrical devices with no external damage it's rather easier to show fault must be a manufacturing one than for mechanical devices.

[rhx123]

Just to update on this, the XFX guy replied saying that I didn't need anything from them and to talk to Scan, I sent this to Scan and they immediately gave me an RMA number.

Parcel was collected on Friday, and checked for fault this-morning. Was found faulty, and refund is on the way.

Good service from scan once initial misunderstanding was sorted.

[Mehta23]

This has calmed me down a bit after reading some posts in other threads about xfx having a bad Cs... Then I was wondering if I shouldn't have bought a xfx psu.
Glad your problems were sorted out!

[vinnyT]

XFX seem to have a bad rep. for some reason. Fortunately my graphics card a gtx280 is still going strong, but maybe it's time for a replacement as I doubt it will be good enough for crysis3.

[Mehta23]

Is xfx still bad? Well I mean I know xfx is supposed to make some good stuff... I guess it's let down by the CS... But is it as bad as everyone makes out?

[MrJim]

This has calmed me down a bit after reading some posts in other threads about xfx having a bad Cs... Then I was wondering if I shouldn't have bought a xfx psu.
Glad your problems were sorted out!

Well in this case it was entirely Scan's responsibility to honour the warranty, as it was within 12 months of purchase. I'm curious to know how XFX would have handled if it had been outside that period though. Giving Scan the benefit of the doubt, their reaction could have been down to a 'misunderstanding', but I'm a bit cynical myself. I wonder how many people would have thought it too much hassle, and just not bothered following up with XFX? Scan should've accepted the RMA without any queries.

[rhx123]

In the E-Mail, the link to the XFX support site was old (as in XFX has now integrated their support to their main site). This implied to me that the procedure has changed recently and Scan haven't update their procedure.

[DigitalPrime]

I have just RMA'd a card with scan, It gets picked up tomorrow. I bought an XFX 7970 black edition (reference), Premium price, its been over a year but it has a 2 year warranty. Im really worried they send me a shoddy B grade back. I paid 460 pounds at the time of purchase. plus 1400 pounds more on the rest of my rig. I expect it to be fixed, Replaced with a premium card of the price I paid (460 pounds), or a refund. I just dont understand the process though. Can someone give some info. I got a brand new card from OCuk back in the day when my 1 year old geforce3 failed after a year. But everytime I read about RMA with scan, I hear complaints of B grades.

I bought an A grade card at premium price. I will be livid if this happens.

[kalniel]

Well it depends. Unless the warranty is specifically a new for old, then they're probably only obliged to repair your card, give you a working card of equivalent age/condition, or refund you the market value of your card at the time it stopped working. B grade stock fulfill that criteria and may be better for you than a partial refund if they don't have any more of that card in new stock. However, many places go above and beyond their legal obligation, because they want your return custom

[DigitalPrime]

According to sales and goods act. Its a replacement of the same card. a refund, or credit of the price paid. I want my card back fixed. The next thing would be full credit, I dont want a refund, I need a card for my job, which is streaming. Due to the price I paid for the card and the rest of my system. I expect the same what E-buyer does, new replacement, fixed card or credit. To give a card which is not yours, and has been repaired is not honorable. To then give a short guarantee on that card is not Honorable. I paid for a card, full price, Why should I end up with someones second hand card. At the end of the day the way you write it down we are the ones who loose out.

I hope scan is not this kind of company. I spend 2-3k ever 3 years on streaming PC and gear. I used E-buyer, A friend recommended scan due to there low prices. But it seems this is the catch to that low price. If this is true of course.

To spend 460 pound on a card to get someones second hand one back. This is one thing I will not stand as for that price, That card should of lasted me years, not 18 months.

Anyway, im getting ahead of myself. Ive just read a lot of posts on forums regarding Scans RMA and its worrying. I guess Ill have to wait and see first hand.

[herulach]

According to sales and goods act. Its a replacement of the same card. a refund, or credit of the price paid. I want my card back fixed. The next thing would be full credit, I dont want a refund, I need a card for my job, which is streaming. Due to the price I paid for the card and the rest of my system. I expect the same what E-buyer does, new replacement, fixed card or credit. To give a card which is not yours, and has been repaired is not honorable. To then give a short guarantee on that card is not Honorable. I paid for a card, full price, Why should I end up with someones second hand card. At the end of the day the way you write it down we are the ones who loose out.

I hope scan is not this kind of company. I spend 2-3k ever 3 years on streaming PC and gear. I used E-buyer, A friend recommended scan due to there low prices. But it seems this is the catch to that low price. If this is true of course.

To spend 460 pound on a card to get someones second hand one back. This is one thing I will not stand as for that price, That card should of lasted me years, not 18 months.

Anyway, im getting ahead of myself. Ive just read a lot of posts on forums regarding Scans RMA and its worrying. I guess Ill have to wait and see first hand.

I suspect you're getting ahead of yourself, but I know for a fact Ebuyer don't do new for old replacements, or certainly never have for me. To expect a 7970 to be replaced with a 290X is frankly unrealistic, and if it were the case then I think there'd be a much bigger market in tricks to break cards.

As far as I understand it the only obligation is to provide you with an equivalent situation to that which you would have been in otherwise i.e. a 7970 with 6 months of warranty left, or credit to buy one.

As to whether any repaired card is yours or not - why do you care, and how would you know? Think about the logistics of it, if you had to wait for your specific card to be repaired (assuming it could be) then you'd be on here jumping up and down it was taking 6 weeks, much more sensible to have a pool of cards to ship replacements from promptly.

FWIW I've never had a problem with Scan RMA processes, despite shopping with them for knocking on 10 years now.

[peterb]

I have just RMA'd a card with scan, It gets picked up tomorrow. I bought an XFX 7970 black edition (reference), Premium price, its been over a year but it has a 2 year warranty. Im really worried they send me a shoddy B grade back. I paid 460 pounds at the time of purchase. plus 1400 pounds more on the rest of my rig. I expect it to be fixed, Replaced with a premium card of the price I paid (460 pounds), or a refund. I just dont understand the process though. Can someone give some info. I got a brand new card from OCuk back in the day when my 1 year old geforce3 failed after a year. But everytime I read about RMA with scan, I hear complaints of B grades.

I bought an A grade card at premium price. I will be livid if this happens.

You have picked up a thread that is nearly nine months old, and it is a bit odd to start quoting aspects of the Sale Of Goods Act before Scan have had a chance to reply. You have had 18 months use of the card, so it's value is less than that you paid for it. Different sections of the SoG act apply to consumer and business users - you say that you use this for business.

However, the only people can can give you valid information in this section are Scan's staff so it may be prudent to wait until they answer you before raising additional questions.