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My experience with Scan UK - Asus motherboard & Antec 920 RMA

post #1 of 50
Thread Starter 
UPDATE 2 (latest and last):
http://www.overclock.net/t/1362043/my-experience-with-scan-uk-asus-motherboard-antec-920-rma/20#post_19411953


UPDATE:

I was quick to judge it being Scan's problem - however it seems as if there are traces broken (which is my fault) by the CPU mounting holes.
Conclusion:
Asus' design has basically got me jaw dropped.

£170 board - traces so close to the cpu mount, that even a little slip might cause trace damage.

My advice:
Stay away from Asus.


Hi there,

First of all, I would like to point out that I have RMA'd two things with Scan just last week.
1. Antec 920
2. Asus Sabertooth Z77

Problems:
1. Antec 920 runs at over 90c - on stock runs at 75c - a stock intel cooler did the same job as my Antec 920 did. Thus I wanted to RMA it.
2. My Sabertooth Z77, after de-lidding, magically stopped working on two of the RAM slots closest tot he CPU - I tested this thoroughly by exchanging every single component with my mother's build - This includes RAM, CPU, GPU, PSU and motherboard. I can 100% confirm that the problem was to do with the board.

Results of Scan's so called "testing":
1. Antec 920:
Tested for 2 hours using an i7 2600k at stock speed. Ran prime95 for 2 hours, maximum cpu temp was 59 degrees under 100% load.
Liquid temp maximum was 39 degrees (monitored using the supplied Antec software).

2. Asus Z77:
Rejected due to physical damage - Severe track damage around one of the cpu cooler mounting holes. The serial number label has been tampered with, looks like its been removed and taped back on. Photos on the OLQ


So first of all a question for the community as I'm not sure about the Antec:
What does a STOCK i7 sandybridge AND Ivy Bridge SUPPOSED to run at?

I know IB runs hotter than SB - 60c for SB is more than 10c over than I expected it to run - according to their tests.
My IB on STOCK ran at around 65-75c with the antec 920 - The pictures I have are ONLY 10 GFLOPS of IBT - 2 hrs of prime and I'm sure I would be hitting 75-80c wink.gif







So that's my thoughts on the antec - I would love to know your opinions.


Now unto the MAIN point - my Asus motherboard.
I know I've done nothing wrong with my motherboard. I haven't tampered with it (unlike with my i7) neither have I damaged it and finally I have performed all tests (including flashing 1805 bios over again).

After an aggravating call to Scan UK - here's a summary of what they had to say:
1. If there is any traces on the board, we reject it
2. Asus set the rules we don't
3. The serial number was ripped so we reject that
4. We don't test it, as that's an admission on our part to send you a replacement
5. We gain nothing from NOT RMA'ing the board

So, traces and serial number?
Let me explain:
I have the Antec 920 mounted - it has pressure and with metal on metal contacts it will undoubtedly cause scratches. let alone that, the stock intel cooler will also do that with the pressure of the pins.
The Antec 920, which funnily enough is also sent and sold by scan, has a backplate - that backplate has adhesive strips. When the adhesive strips are applied, they were applied on the barcode / serial number.
Does this matter? Didn't think of it at the time, but apparently it does! So what happened when I removed the Antec 920 from the Z77? It ripped off the serial number. What did I do? Like a good gentleman, I stuck it back with celotape. The barcode is visible, and the numbers match the ones that are present on the box.

Now unto the quite funny one:
The traces by the CPU MOUNTING HOLES. Correct me if I'm wrong, but those traces lead to nowhere, more so Asus wouldn't care if there was pressure or little scratches by the CPU MOUNTING HOLES. Again I'm emphasising the CPU mounting holes. These are the holes where you put your CPU cooler through. Just like the ones that you'll use to screw your motherboard in place with your case.

What they are saying is almost like I shouldn't have ever had a cooler in place, in the first place.

So evidence? I was advised by a few members to take full pictures of the motherboard. Boy I did just that. I even made a video. I would appreciate any feedback. Please no hatred comments, but constructive comments. All I know is that the £1000 I was going to spend on my friend's build at Scan UK won't ever be spent there. if this is how they treat customers, especially those that at least have some technical ability, then I can't imagine how they would treat customers that have no clue on several components.

Just before I link all the images:
-My RAM that was also bought from SCAN UK had to be RMA'ed as it was faulty - a link to that: http://www.overclock.net/t/1320660/solved-need-help-with-running-a-stable-system-on-stock-clocks-prime95-failing
-Here's a link to my Antec 920 installation guide - just in case you were wondering how it is done: http://www.overclock.net/t/1330317/antec-k-hler-h2o-920-a-full-installation-guide
Loads of pictures (Click to show)




































Conclusion for the time being - I'll update this OP as time goes by:
I won't ever be buying from Scan nor Asus - I promised myself not to buy from Asus, but thought dealing with Scan would have been a better work-around to Asus products.
This marks the end of Asus products (I mean all asus products) I will be buying, and definitely will be advising anyone PC building to stay AWAY from buying from Scan UK.

EDIT:
Just to put some names out there:
-Items were received by "Ianhouse" he was the "technician"
-"Amanda" was the person I was talking over the phone with - A nice person to talk to, especially seeing as I was infuriated - although she hasn't helped the situation
-The case was authorised by "michaelw"
Edited by Totally Dubbed - 3/1/13 at 6:08am
post #2 of 50
Well can't speak for Scan but ASUS is pretty bad with their support, even though their products are pretty good.

Also OP, mind putting all those images in a spoiler to make it easier to see other posts? The pictures take up a ton of room.

I remember reading here about someone who sent his laptop to ASUS for a screen repair. They repaired the screen, as well as install a virus on his machine AND attempt to hack into his online bank account. How are companies like this ruling the PC world? It's horrible, we need more companies like EVGA.
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post #3 of 50
Thread Starter 
Quote:
Originally Posted by cam51037 View Post

Well can't speak for Scan but ASUS is pretty bad with their support, even though their products are pretty good.

Also OP, mind putting all those images in a spoiler to make it easier to see other posts? The pictures take up a ton of room.

I remember reading here about someone who sent his laptop to ASUS for a screen repair. They repaired the screen, as well as install a virus on his machine AND attempt to hack into his online bank account. How are companies like this ruling the PC world? It's horrible, we need more companies like EVGA.

Cheers for re-posting (pity you had to re-post).

Done as requested.
post #4 of 50
Thread Starter 
Plan of action:
-Contact antec directly
-Contact asus directly
post #5 of 50
Wow Dubbed...I'm sorry.

I do remember seeing the serial number, but I didn't think it was that big of a deal.

Do you have the pics they sent back to you? I'd like to see these traces they speak of.


Also, I'm pmming you.

-Fo™
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post #6 of 50
Use CCL computers their service is alot better as is Aria.

The cooler sounds like maybe user error (if their numbers are true) but the motherboard that really seems like them being very petty.
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post #7 of 50
Quote:
Originally Posted by cam51037 View Post

Well can't speak for Scan but ASUS is pretty bad with their support, even though their products are pretty good.

Also OP, mind putting all those images in a spoiler to make it easier to see other posts? The pictures take up a ton of room.

I remember reading here about someone who sent his laptop to ASUS for a screen repair. They repaired the screen, as well as install a virus on his machine AND attempt to hack into his online bank account. How are companies like this ruling the PC world? It's horrible, we need more companies like EVGA.

If some1 put the Virus in some1's computer I'm sure it wasn't Asus but some IT guy lol.
Not trying to give some slack to Asus, just putting the blames where they are due.
Quote:
Originally Posted by Totally Dubbed View Post

Plan of action:
-Contact antec directly
-Contact asus directly

They usually tell you that you have to send it to the shop you purchased the item from...

Anyway my experience with scan.co.uk was bad enough to make me avoid it.
Only thing I tried to do with them was order a Nexus 7 32Gb when they came out, everything went as it should and I received a confirmation for the order. My bank received info about the purchase of a 250 pounds device and the payment was on "hold".
Suddenly my account got banned and I couldn't contact their support, thinking it was technical issues I waited three days... Still banned and no answer from Scan.co.uk.
So I cancelled the credit card and bought it in another shop.
post #8 of 50
I was told by CCL that my Zotac mitx board was "scratched".....

But Zotac just sent me a new board after the VRM's burnt furiously !

dunx

P.S. Only negative at CCL was once being billed twice for over £300 for one order.... by credit card, told by phone that it was impossible. Funny I was still almost £350 out of pocket when I looked. Took a week to sort out that mess.
Edited by 2002dunx - 2/18/13 at 12:51pm
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post #9 of 50
Well, I've bought loads from Scan;

I bought my SSD from there, no issues.
I bought my Fan Controller there (the order doubled due to poor connection on my end, they took the second item back no charge and gave a full refund - even though the packaging had been damaged in the post)
I bought 3 Yate Loon 140mm High Speeds there, one had to be returned as it just did not run - no problems

I understand that your dealing with them has been sour, but it's a turn by turn game, I undoubtedly got someone very nice when I returned my fan controller, as she even said this isn't usual, but she's been allowed to return the damaged item, and I guess a fan is the least of their worries in comparison to a high end Z77 board and a high end CLC.

It's a shame you've received such bad service from them.. :/
post #10 of 50
I have had nothing but good experiences with Scan.

The few RMAs I have had to do have gone without a hitch.

DFI DK 790GX M2RS - DOA - replaced within a week.

Powercolor 4870 1GB - died after 2 months - money refunded in 4 days

DMA-1000 Digital Media streamer - incorrect description - money refunded in 4 days

I have spent £2580 since 2008 with Scan and they are always my first choice.

1. If there is any traces on the board, we reject it

That is due to Asus not Scan, Asus will not take a damaged board from Scan

2. Asus set the rules we don't
True

3. The serial number was ripped so we reject that
The photos you provided clearly show the serial number is damaged (whether this was caused intentionally or not it is still damaged and Asus will not accept it back)

4. We don't test it, as that's an admission on our part to send you a replacement

Completely understandably, why would they waste time testing a product when they cannot replace it due physical damage.

5. We gain nothing from NOT RMA'ing the board

Again correct, Asus will pay for the engineer test time if the items is proved to be faulty.
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