Sn95g5

[austinjreid]

Hello,

I am about to call scan to return my SN95G5 shuttle barebones that I have just received.
It was advertised as a SN95G5 V3, and what I received was a SN95G5 V2 which also has a fault (I cannot successfully shutdown and boot the box!!!)

I will demand that Scan arrange for this to be collected!

Are scan aware that they are wrongly advertising products?

I will point out two itemns in the sales terms:
f) Guarantees and after sales service
* We guarantee that the goods will correspond with the stated description and specification.

This is not true as the item I received does not match the V3 specification!

h) Your responsibilities
* It is your responsibility to ensure that wherever necessary you access the manufacturers web site to download any necessary product upgrades (including drivers and manuals).

So scan have actually told me to update a V2(what they sent) motherboard with a V3(what I was told they were sending) BIOS update?????????

[austinjreid]

Is there anyone from scan who would like to comment on this and perhaps help the customer relations process?

[Steve @ SCAN]

austinjreid,

please accept my apologise for this, it looks like there could be a batch issue. We are currently looking into this.

In the meantime can you please PM me with your invoice details and i will contact your to arrange a resolution to the problem.

[Steve @ SCAN]

Thanks for the infomation austinjreid,

I have sent you an e-mail confirming what we will do from here. I hope this is acceptable.

Again we apologies for any inconvenience that this caused you

Kind Regards,

Steve
Scan returns manager

[austinjreid]

Many thanks for the prompt attention to this matter.

Your service cannot be faulted.

[ookle]

Hi.. it seems I am also one of those who ordered whilst the website stated V3, and have received a V2. I've only found these forums after googling for a while, up until now have been banging my head against the wall with the email support, who so far have.. a) denied theres a problem and said its normal for a v3 to have a v2 motherboard, b) when pressed further, stated there is no such machine as an sn95g5v3, c) blamed the website error as a typo

I genuinely believed I was ordering a v3, and am gradually feeling like its trying to extract blood from a stone to get a response, more frustrating when you know the v3 is due in stock at various places soon... ( http://forums.sudhian.com/messagevie...&enterthread=y )

So here I am, now running the v2 with an amd64 venice core cpu in it.. something which following the posts over on sudhian is more than a little problematic.. (the venice core not being on the v2 compatibility list, it is on the v3 tho) and knowing the x2 core support I thought I was paying extra for by getting a v3 from scan, is but a lost hope.

Im posting here in vague hope that someone who is aware of the v2/v3 situation can assist me in resolving this..

Regards
eekle.

[wesleyaldred]

Please PM me your details and i'll arrange for the Returns Manager to get this sorted for you.

Regards

Wesley Aldred
Operations Manager

[austinjreid]

My RMA is still awaiting refund. I've sent a request from the website for information on why it is held up but I have yet to receive an answer.

I have always been one to support the fact that online and email contact 'can' be quicker but in some cases this just isn't true. It appears that when companies say this, they do not realise what they are getting themselves into and therefore get overwhelmed why the amount of requests. This then indicates how many lost/abandoned calls/unhappy customers they have had previously.

I hope somebody can resolve my RMA quickly or at least give me some indication.

[DavidM]

Can you PM Wesley (above) your rma number so we can look into this?

thanks

[austinjreid]

PM sent.

[austinjreid]

I have received a reply from scan:

Credit authorisation means it has been booked in and the testing department have passed the unit through for credit depending on the workload depends on how long it is before the credit note is raised.
regards,
John
Scan Computers

I deem this to be a satisfactory response as it is now just a matter of chugging through the books, thanks.

[austinjreid]

Ok I think a week after the product was returned and fault deemed on Scan's side is quite enough time to process a refund! It certainly didn't take Scan this long to take the goddamn money!

[austinjreid]

I got an email today saying:

Your refund will be transferred to your account today. Please allow 2 days for your bank to process this transaction. Sorry about the rma mix-up, I had misread the notes on your OLQ.

Tony
Scan Computers

The status of my RMA is still 6. Credit authorisation!!!!!!!!

This is a goddamn joke!!!!

[Firelord]

Have you tried ringing scan at all?

Usually scan will get the item resolved asap on the phone

Try all means of communication before you start off on one again.

It is normal practise for refunds to take between 5 and 7 working days through any retailer whether they be web based or bricks and mortar

[austinjreid]

Tried calling. told me 14 days but that conflicts with email i have been sent!

If this was a retail outlet, and I returned the product by hand then I would have a refund before I left the shop!

[austinjreid]

ooo the RMA just moved to completed, possibly I have Neo to thank for that?

Thanks anyway!