Scan.co.uk - Problem with laptop and blackmail

drspa44

I purchased a ~£1000 high-spec laptop from Scan.co.uk using my credit card. Upon its arrival, I could tell that not all was right as Windows 7 was having numerous issues that were not solved by updating drivers or doing the usual troubleshooting steps. Looking at forums, no-one with my particular laptop were having the same issues. The first shut down I had to do was by holding down the power button as Windows had become unresponsive after about 5 minutes of trying to connect to my wireless network. The second shut down was due to a BSOD. After that, the laptop had good days (20% of the time all was fine) and bad days (Windows components constantly crashed, games would hang randomly until 'xxx.exe stopped working' and Firefox would crash very frequently whether or not it was actually loading anything). The microphone was broken too - I know a laptop mic is not supposed to be good, but it could not record anything but buzzing from playing 80db music at less than a metre away.

I finally came to my senses and realised this was not a software problem and had to be a hardware problem. I tried 'IntelBurnTest' which failed 3 out of the 5 tries and 'Memtest86+', which also failed. I kept photo proof of all of this and sent it back to Scan with the proof for a refund. Scan told me that they could not identify any problems with it and attempted to send it back which I refused delivery of. I contacted my credit card company and have yet to hear their decision.

Now Scan are insisting the issues I have encountered were due to non genuine software, which they say must have installed viruses. I downloaded a few games and benchmarking suites to test the hardware, but these I know to be clean. I told Scan to investigate the mic issue if they can't see anything wrong with the memory or motherboard (which caused the tests to fail), but they are unwilling to investigate further. :mad:

Scan have now told me that they will not return the laptop under any circumstances, due to the 'counterfeight softwares' as they call it. This is not backed by their terms and conditions and rightfully so, as software does not cause hardware malfunctions. They say "I cannot accept the laptop back from yourself with the presence of counterfeight software on, as this time I would have the report the matter to the relevant authorities". So basically, they are blackmailing me, saying if you pursue this case, I will contact the police etc! :eek: An empty threat of course, it's not like they found terrorism-related activity on the hard drive, but they will try and use it in their defence.

Any advice on how to take this further? Or should I just wait from a decision from the bank?

wealdroam

I'm a bit confused. Who has the laptop now?

If you have it, can you not remove all the software you have installed and return the thing for repair exactly as you originally received it?

Even if you don't have the machine now, I would get it back and do the above.

This removes all reasons for argument, doesn't it?

drspa44

Scan have the laptop. They tried sending it back without telling me and it was only coincidence that I was in when it arrived. I refused delivery as the bank would want Scan to have the laptop. At first, they made it sound as if the software spoilt the laptop, as if they couldn't restore the hard drive and resell it.

neilmcl

Sounds to me you haven;t really helped yourself here. Get the laptop back, reinstall Windows and try it out without any further software you've installed in the past and if it still isn't working then get Scan to deal with it.

Mark_Hewitt

+1. You'll have to jump through their hoops first unfortunately. You can see their point of view, I bet the majority of laptops which are returned 'faulty' are caused by user error.

But, if the likes of memtest86+ is reporting problems then the likelyhood is that it *is* a hardware problem, and viruses usually don't cause those!

Freddie_Snowbits

OK calm down and let us start to think about this.

1 It is normal when a machine is built to require driver updates etc, I have just reguffed our office PC.

2 OP reports a Blue Screen of Death. I have not seen this since the demise of Windows 95, if it was said, then the issue would probably be driver or hardware error. Most likely this would be the HDD, though without further information, cannot be more help, but a visit to the techie bored would bring more help.

3. If OP has installed their so called copied software onto the pC and this caused the problem, then I suppose any supllier would be in breach of the OEM terms should they do a reinstallation. Harsh, but true. Same as me when I look at otehr peoples PCs, I always ask have you got the original windows disc. Normal reply is not, then they cannot help you either.

Now back to the original issue with so called drivers etc, as you noted that the PC had issues when you first switched it on. Perchance at this point you should have stopped? and called scan about this? I would doubt any pC manufacturer in this area would send out a duff pc. You need to say how long you had the PC for before this issue occurred.

GillsMan7

You should probably buy legitimate software rather than engaging in software piracy. Or, you know, just go without if you can't afford it. I'm kinda on Scan's side on this one.

drspa44

Thanks for all of your replies.

In retrospect, it probably would have been a good idea to accept the laptop back, wipe it and then insist they take it back. However, that would be harming my credit card lifeline. Scan are being unreasonable in that they won't accept back a system with this software on it, but if they were to resell it as refurbished or open-box, they would have to wipe it anyway and probably get a new Windows license. Scan will probably be unwilling to send it back and there's no way it would be for free (unless of course I swore I wouldn't contact them again about it!).

The reason why I didn't send the laptop back the moment I got it was that I genuinely thought that it was a software/driver/Windows 7 issue. It was a good deal for the spec, and I had just returned another laptop to laptopsdirect due to overheating and graphics issues. I didn't think it was likely that a £1000 laptop would be faulty out of the box, so I was determined to get it working. I had the PC for about 2-3 weeks, as on its good days, it was very impressive and until I tried Memtest, I was not sure whether the hardware or the software was at fault.

The laptop came with the Windows 7 disc, but this is back at Scan. The only thing I kept was the invoice.

The BSODs were never specific to components other than the RAM. The majority were 'memory management' related, with a few of the generic 'system faults' or 'page exceptions'. I kept one of the minidumps and the remaining 6 or so are on the laptop. I have told Scan to look at them, but they tell me they tell me if I keep persisting they will go to 'the authorities'. Obviously, the returns manager doesn't know the difference between criminal and civil matters.

Thanks again for all of your help.

Freddie_Snowbits

Ok, from what you have put, the problem may stem from an overheating issue. This is common with laptops, as people do use them as the said. Unfortunately, most laps have fluff on them, ie.e trousers and skirts, amnd this gets sucked up into the laptop, by the cooling fans, which eventually clog up the air vents, thus causing the item to overheat. If this is the cause of your original problem, and previous problem, I would suggest a laptop is not suitable for your use. I note you sent a previous one back. I am not sure how long you have had eother laptop, but the clogging of vents-overheating problem is not overnight, but caused over a series of months.

Solutions to your problem are either buy a desktop (much sturdier and faster than a laptop) or get a 'cooling tray'

As for your dificulties with laptop suplliers, I would hazard to gues, you came to teh right bored in the end, but maybe you should have visited the geeks special bored in this parish for help first.

Alas, I cannot help if you have put 'counterfeit software' on your PC.

neilmcl

drspa44 wrote: »

Thanks for all of your replies.

In retrospect, it probably would have been a good idea to accept the laptop back, wipe it and then insist they take it back. However, that would be harming my credit card lifeline.

What does that even mean? In fact, maybe its just me, but I'm finding it difficult to understand your predicament here. What exactly do you want from Scan. They said they're not even going to entertain the idea of repairing whilst its got your "dodgy" software on it so why on earth don't you get it back and clean it up as suggested.

GillsMan7

drspa44 wrote: »

Thanks for all of your replies.

In retrospect, it probably would have been a good idea to accept the laptop back, wipe it and then insist they take it back. However, that would be harming my credit card lifeline. Scan are being unreasonable in that they won't accept back a system with this software on it, but if they were to resell it as refurbished or open-box, they would have to wipe it anyway and probably get a new Windows license. Scan will probably be unwilling to send it back and there's no way it would be for free (unless of course I swore I wouldn't contact them again about it!).

The reason why I didn't send the laptop back the moment I got it was that I genuinely thought that it was a software/driver/Windows 7 issue. It was a good deal for the spec, and I had just returned another laptop to laptopsdirect due to overheating and graphics issues. I didn't think it was likely that a £1000 laptop would be faulty out of the box, so I was determined to get it working. I had the PC for about 2-3 weeks, as on its good days, it was very impressive and until I tried Memtest, I was not sure whether the hardware or the software was at fault.

The laptop came with the Windows 7 disc, but this is back at Scan. The only thing I kept was the invoice.

The BSODs were never specific to components other than the RAM. The majority were 'memory management' related, with a few of the generic 'system faults' or 'page exceptions'. I kept one of the minidumps and the remaining 6 or so are on the laptop. I have told Scan to look at them, but they tell me they tell me if I keep persisting they will go to 'the authorities'. Obviously, the returns manager doesn't know the difference between criminal and civil matters.

Thanks again for all of your help.

If you're running counterfeit software (which you are), Scan's stance is understandable. After all, there is a higher chance of obtaining a virus (don't believe me? Have a look at virus rates among the less techy s/w pirates). Don't think a virus can affect I/O hardware? Then boy do you have a lot to learn about computers.

In fairness, it does sound from your description that you have a few hardware problems, but sending your laptop back with pirated software was not your smartest move and, as I sanctimoniously pointed out earlier, if you can't afford the software just go without or obtain a free legal alternative, whcih you can find for almost any software. Try Linux, GIMP, Open Office, etc, for free alternatives.

If you're pirating games then I really have no sympathy for your predicament I'm afraid. Swallow the cost of replacing the laptop and you'll go someway towards paying for what you should have paid originally for what you pirated.

In fairness, I do hope you get it sorted though - good luck.