Scan computers will not refund faulty item and claim it isn't faulty

octavius0

Hello!

I bought a bunch of hardware for a new build pc from the online computer company, Scan computers.

The short version is:
They sold me a motherboard that doesn't work and a local technician confirmed this. They claim it does work and will not refund or replace it.

The Long version:
Bear with me while I explain the problem. I will also add that I have 16 years experience with building pcs and have always built my own. I have also very recently started work as a pc technician, for Capita plc, myself.

I assembled the pc on a breadboard, turned on and nothing, fans spin but will not boot.
I troubleshooted and tried to boot using other pcus, ram, power packs etc. Still nothing. The motherboards "error" LED light stayed on.

I called scan, they told me it was probably the bios needed flashed, i checked and it wasn't.
Called scan, they said to take it to a local pc repair technician rather than return it, odd I thought but did it.

The tech confirmed the motherboard was "dead" and will not boot with any equipment.
Called scan with the news, they said to send it back.
Scan emailed to say the motherboard had been tested and was not faulty and sent it back.

Tested motherboard and it was the same, would not boot, definitely faulty.
Called scan, they said it works, essentially calling me a liar. I said I didnt care if it worked for their tester (it couldn't have) the fact was it did not work here and a tech had confirmed it. Asked for a refund, was told I could not get one as the motherboard had "scratches" on it and they wouldnt be able to resell it. I said there were no scratches on it when I had it.

Scan rep kept insisting that it works and that I had scratched the board. I changed tack and said if it works then they can replace it with a duplicate board. The scan rep said if I sent back to them he could "probably" get one from the board manufacturer, asus, I said probably wasnt good enough, he insisted he "should" be able to replace it. Sent it back and had to pay courier.

Heard nothing from them for a week. Emailed them.
They replied saying they would be sending the board back to me as it works. I said no, do not send it back to me, it is faulty. I want a replacment board as discussed already.

Recieved email saying that the motherboard works and that they could send it to asus for testing if I wanted. It was as if the previous couple of weeks had not happened. No mention of replacement.

Emailed them to complain, told them I was considering legal action if they did not replace the board or refund me.

Have had no reply now for a week.

It has been over 6 weeks since the original delivery. The scan reps have been patronising, evasive and close to downright insulting (insinuating that I didn't know what I was doing, that the tech didn't test it, that I had scratched it etc.).
Appaling service.

My question is:
What is the best way to proceed from here?

Thanks

shiftypowers

Sounds a bit random but what about making a youtube video of you trying to boot it, there fore proving it wont boot. Maybe name the video with "scan in title / description etc and send them the link. If it was my company I wouldn't want it on youtube advertising me selling something faulty and not doing anything? See what they do from there?

visidigi

Have you asked them to test it with the same equipment you are installing or are they merely testing it with the standard test bed equipment?

Is the PC being built with all brand new parts or some old some new?

octavius0

Hey thanks for the replies.

shiftypowers wrote: »

Sounds a bit random but what about making a youtube video of you trying to boot it, there fore proving it wont boot. Maybe name the video with "scan in title / description etc and send them the link. If it was my company I wouldn't want it on youtube advertising me selling something faulty and not doing anything? See what they do from there?

Good idea but I don't have it now, scan do.

visidigi wrote: »

Have you asked them to test it with the same equipment you are installing or are they merely testing it with the standard test bed equipment?

Is the PC being built with all brand new parts or some old some new?

They said they tested it with their standard equipment with the same processor type. However, I am convinced they are simply lieing to me. The motherboard just does not work, I tried it with 3 different compatible processors and every combination possible. The pc Technician I took it to confirmed it as well. I allowed them to send it back to me already, insisting it worked, only for it to be exactly the same.

They will not refund or replace, only offering to send it for "testing" with asus without any promise of replacement or even a timescale. I don't see why they cannot simply replace it, if indeed they say it works. The reason they won't replace it must be because it is faulty and they will be stuck with it.

All the equipment is brand new except for the GFX card. It was all bought from scan except the PSU.

All of the other equipment works, have tested them on another motherboard.

What I'm looking to do now is take this further legally but I need to know where I stand.

frugal_mike

You need to get the board back, get the independent tester to test again and write a report stating it is inherently faulty (if he/she didn't do that the first time), and then send them a letter before action. You can claim back the cost of the report as well as the cost of the motherboard.

octavius0

frugal_mike wrote: »

You need to get the board back, get the independent tester to test again and write a report stating it is inherently faulty (if he/she didn't do that the first time), and then send them a letter before action. You can claim back the cost of the report as well as the cost of the motherboard.

Righto.

This is what I'll do next then.
Cheers, I'll post back with updates.