terrible service from scan

[keith]

Built my current computer just over 12 months ago with bits bought from scan. about a month ago  computer started playing up and giving memory errors , page errors, irql less than or qual errors and was unstable and got more and more unstable until i couldn’t boot it at all. Was running on an m.2 card so tried swapping to an ssd as boot drive . was getting errors tryingo instal windows on it and also tried to install ubuntu on it and that crashed as well.

ran windows memory diagnostic tool and that didn’t find any problems so contacted scan for advice and they said to rma the mobo , m.2 card , memory and cpu.

Striped bits down and returned them in the individual boxes.DPD picked them up on 10th Apriland  Scan sent an email on 13th to say that they’d tested the cpu and it wouldn’t boot into windows and was faulty, memory tested ok ,m.2 card had been tested , windows installed and was ok , and mobo had tested and worked ok with test parts. CPU would therefore be a warranty  replacement.

they were shut goodfriday so rang them on the saturday morning to requestthat it was delivered back on the friday as i was off work that day , and wife and kids had gone on holiday with the inlaws so noone at home in daytime to receive the delivery before the friday.email was sent on the 18th saying thatthe replacement cpu had been authorised and gave a new order number.

Rang up on the way home from work on hursday afternoon to check that the parts had been sent back and got a ….” there seems to have been a glitch in ur system and it hasn’t been despatched yet. Likely that you will have to receive it on the saturday instead.” Guy would look into it and ring me first thing to let me know what was happening.

Rang again on the friday morning around 10.30 to see if they had sent it the night before and told they hadn’t but it would be sent that day. asked why they hadn’t rung me “first thing”to let me know what was happening  and was told it was stil first thing and the guy who i spoke to was dealing with it.

Waited in on the saturday morning for the delivery and it came about 12am. unpacked the bits straight away and found that they hadn’t sent back the tiny m.2 screw.  So rang them immediately to ask them to send me the screw so i could put the m.2 card back in the computer.

Scan sent an email on monday morning to say that a replacement m.2 screw would be shipped out that day.nothing came on the tuesday , wednesday or he thursday. It finally turned up on the friday,and looked at the envelope and it was posted second class on the tuesday.

Installed the m.2 card and tried booting up from it . found that it just stuck in the bios, switched back to the ssd drive to boot that i’d been using whilst waiting for the screw and booted into windows, m.2 card didn’t show up in my computer , so had to go through disk management to allocate a drive and it showed up as unallocated space.

Rang Scan to complain about them sending the screw second class and they said sorry somebody didn’t realise that it was urgent,to which i replied thatthe guy i spoke to on the saturday should have stuck a replacement screw in a first class envelope on the saturday and posted it to corrct their error as soon as possible. Asked why the m.2 card had nothing on it and they said it was their policy  to wipe hard drives before sending them back to customers and i should have backed it up before sending it them.

Pointed out to them that i couldn’t get the computer to boot because of the faulty cpu and therefore couldn’t back it up and didn’t have another m.2 compatible mobo to do that with .

So be warned before you buy anything off these clowns at scan, the customer service is terrible .

 

current system is i5 – 6600K , azus z170-k mobo , 16gb  ddr4 ram and 256 gb nvme m.2 storage card. Processor running at stock with water cooling and typically runs at 24-30 degrees c idle to flatout cpu use , so seems strange to me that the cpu died .don’t need fancy graphics so whether using the on cpu graphics had stressed that part of the cpu i have no idea.

[Jason]

To be fair, it *is* standard practice that drives are wiped when returned, regardless of the retailer. It’s difficult to test drives without writing to them. I expect this is detailed in Scan’s terms and conditions. Ultimately, it’s up to the buyer to back the data up. One could argue that if you were keeping daily backups, it wouldn’t matter that you couldn’t boot the system to make a backup prior to return.

The service sounds average. I’ve had far worse, and far slower. And by “average” I mean “pretty poor”. That’s just the way it is. It’s an industry that survives on wafer-thin margins, and good service costs money, money that would be added to the prices, meaning customers would just shop where prices were lower. And then complain about the service.

Glad you’re up and running again. 🙂

 

PS — I’d be amazed if it really was the CPU. The errors you were getting were classic RAM errors, which could also be caused by a shafted motherboard. I’d wager that the RAM or motherboard you received back weren’t the ones you sent.

[keith]

almost definitely a new cpu i received back as when i opened it originally i sliced through the label end of the box , the new cpu came with a box with a solid label on it . cpu looked new but could have just been wiped well with isopropyl alcohol. When i rang originally , they said that if it was mobo they’d have an issue as they didn’t have any in stock. memory controller is on the cpu in te skylakes though isn’t it so could have been  that part of the cpu playing up.

 

[Jason]

It may well have been a new CPU. That doesn’t mean the old one was actually faulty. Incompetence is everywhere. Those errors are RAM-related or possibly SSD-related.

[The Duke]

If this is trully the cpu, it is officially the first faulty one I’ve heard of in over a decade. It’s never the cpu.

Many Anne suspected, including me, it turned our that the ram, would work, but was on the incompatibility list, (or was about to be) , so errors cropped up time to time, then one day I couldn’t boot windows (vista).

I’d bought half my stuff from ccl online and the rest from other sources. Ccl took all my pc and tested it for about a week, and sent me back a working pc with ram costing almost twice the price for my inconvenience.

Now I still shop there, and am happy to pay a little more, and I send family members there. I’ve bought I think 5 or 6 tvs of them since. Plus my full i7 system.

You find out the metal of a company, only when you get an issue.

 

[Bob Williams]

I would also recommend cclonline: had problems with others over the years but never with them. Worst service I ever got was with the BT Shop, after they took over dabs.com. dabs were fine before, ordered 2 systems and a good few bits from them. BT Shop is crap and prices are higher than they were with dabs.

My biggest order with ccl was an HP laptop, almost 9 years ago. It arrived with minor cosmetic damage (Yodel package damaged.) They took it back and sent another new lappy within 3 days, via DPD.

When the Thought Police arrive at your door, think -
I'm out.

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