RMA Problems

[GingerNinja.net]

On my personal recommendation, my brother purchased an XFX GeForce 6800 GT Dual-DVI (AGP) graphics card from Scan last week.

I put it into his PC - fine.
I installed the drivers from the nVidia website (latest) - fine.
Rebooted - dead.

I couldn't even do anything with Windows XP to recover as the display image was either corrupted or went to a BSOD.

So I decided to do a clean install of Windows to a new hard disk.

I put it into his PC - fine.
I installed Windows XP SP2 - fine.
I installed the drivers from the CD (78.10) - fine.
Rebooted - dead.

So I took the card out of my brother's PC and put it in mine which also happens to be running an identical XFX GeForce 6800 GT Dual-DVI (AGP) graphics card - the only difference being mine came with Doom 3 and his came with Far Cry.

I experienced identical screen corruption once I got into windows. Swap the cards back over and my PC is once again fine.

My Personal Conclusion - Card is DOA.

This is where my brothers problems all begin.

He contacted Scan about the card and was told he had to return it at his own expense. When he queried this, he was told
"Sorry, but it is not Scan company policy to pay for the return of faulty items."

In my experience, Scan are happy to collect goods for return and when this has happpened to me I have never had to pay. My brother is now £20 out of pocket on return delivery.


The testers said that there is nothing wrong with the card and that it worked fine in their test rig, which I told him to dispute, so he asked to speak to someone on the tech desk who tested the card and he was told.
"Due to the structure that Scan has in place I cannot put you through to anyone. All I can do is give you details of the notes that I have here."

In my experience, techie staff are only too happy to discuss faults to ensure that everything has been exhausted before making a judgement.

They then said that they will charge him a 20% restocking fee to except it back. This leaves him with a potential £46 out of pocket expense on a graphics card that didn't work on his PC or mine.
On top of this, as the XFX AGP card is virtually impossible to now find, he has faced the fact that he now needs to buy a S754 motherboard and Sempron processor to allow him to upgrade to a XFX GeForce 7800 GT (PCI-E) graphics card. I told him to trust Scan and use them as his supplier but his faith in the company has been shattered.

Woah! Scan - where has the love gone?????

I have voted for you on the Customers Service awards for the past 2 years. I cannot believe this has even happened.

Ref for anyone wishing to investigate E593813.

Please note that I have delayed posting feedback on the Trust website to give you a chance to redeem yourselves.

I await a reply......

[wesleyaldred]

PM'd you hopefully this helps, please contact me directly if you require any further assistance.

[Steve A]

Hi,

Im sure Wes will sort this out for you...

Regards

[Blackspeech]

Gingerninja - did you get this resolved yet?

Maybe be useful for you to read - click the link from oldjim's post. I think there has been an interpreation of our beloved consumer law that under the provisions made by it i.e. When goods that are not of sufficient quality are returned to the retailer they should not charge a re-stocking fee.

I have had this one out over a 32 inch Panasonic a few years back - and I won. The kit does not have to be faulty in their eyes, it just has to be unfit for the purpose which it was purchased for - it is not fit for purpose.

BTW just in case anyone thinks I surf the net looking for such cases - I don't I just think if it is instructive and relevant it should be posted. Link below:

http://forums.hexus.net/showthread.php?t=59726

[Thorsson]

I don't want to be too negative, but:

I have sent two PMs to two different Scan guys without benefit of reply; and
I also had a less than happy "testing" experience.

Are Scan struggling with something at the moment? Staff shortage? Too many Xmas orders?

Better to 'fess up chaps, rather than stain your reputation...

[Agent]

Thread title changed - not need.

[DavidM]

I don't want to be too negative, but:

I have sent two PMs to two different Scan guys without benefit of reply; and

Appologies if I was one of the people, but I understand that Phil has dealt with this now.

[GingerNinja.net]

OK, I'll admit that for a while I was cross, angry and upset - but NOT NOW.

Once again Wesley and Lee came to the rescue, ensuring the RMA went through without a hitch AND without a restocking fee and processed the subsequent new order for delivery tomorrow.

Colour me happy and my brother convinced that "Scan are alright aren't they?" which is praise indeed from someone who was cursing and swearing at me yesterday morning.

5 stars for customer service on Trust coming your way.....

[GingerNinja.net]

Hmmm. Spoke too soon possibly. The card that I ordered as a replacement is the new 7800 GT with the black heatsink, hologram and LED lights. The card that has been delivered is the reference design.

It matters to me, but my brother is happy as long as the board is the same i.e. factory overclocked etc. and he can still get a copy of Call of Duty 2. as he doesn't have a window in his case *shock, horror*

For anyone watching this, I have PM'ed the boys at Scan and am waiting to see what they say.

[Thorsson]

Well Ginja, I had my original board sent back (!). But they are really pulling out the stops now. So the moral is that their spirit is willing, and if you keep at it you'll get a satisfactory solution in the end.

[GingerNinja.net]

After speaking with a contact at XFX about that card we've finally found out what has occurred.

The model was supposed to have that "fancy" black bar upon the top of it as shown on the image but XFX have shipped these without the covering due to high demand for the cards near their peak christmas time, coupled with a shortage in components and rather than delay all the shipments to probably after christmas they have used the standard PCI-E support brackets instead.

This is NOT Scan's fault so I am happy.

Personally, I would want to hold out for the nice looking card as I am vain about such things and have a side window and lights and that. My brother on the otherhand is more than happy as he doesn't have a side window and the card is identical under the bonnet.

All he is trying to do now is get hold of Call of Duty 2 *lol*

Case closed. Scan's reputation is intact.

[speardane]

I had a problem with a Synology DS101.

Went through the Synology tech support channel - who as quickly as one could reasonable expect talked me through their fault finding process and concluded the device needed to be returned.

I emailed Scan the email chain they then took details an arranged collection (and testing).

I guess the easier you make their job, the better odds of decent treatment.

My one observation is that for this and some other devices I have bought I would I have paid extra for a swap out service.

I have an intermittently faulty USR router - I have bought a 2nd router
a) to prove it out problem - it has
b) because I don't fancy connecting to the internet for a week, without a router!

[Lee H]

All he is trying to do now is get hold of Call of Duty 2 *lol*

Case closed. Scan's reputation is intact.

Call of Duty 2 is supplied by XFX directly and the end users have to register and validate their card(s) at the following link ;

www.xfxforce.com

XFX then should ship the games directly.

Best Regards,