Crappy Scan Customer Service

deceit

I'm curious would others think this is **** customer service or am I expecting too much?
I bought an Aorus X570 Extreme from them last year. I checked today and noticed the paint on the M.2 cover is fading.
I asked could I get the M.2 cover replaced under warranty (Small piece of plastic probably worth about 5 euro of the boards total 700 euro cost) and they said they would not cover it as the look of something is not covered under their warranty?
I had a similar issue with Overclockers in the past and they replaced it without thinking twice about it?
Am I expect too much or is this nuts they wont cover this?

Gumbi

I value good customer service but I think you're reaching here. You can't expect a company to cover you for fading paint due to normal wear and tear. It would certainly be nice, and it would hardly cost anything, but they're certainly not obliged to do it.

deceit

https://imgur.com/a/hNdCVDe

Sorry I should have added a picture. I don't think you can say this is normal wear and tear. You can see it only faded on the M.2 cover. This was either caused by the M.2 drives heat or a poor paint job. Either you wouldn't expect from a known brand.

JoyPad

Can you try to contact Gigabyte/Aorus directly?

You'd have to be contacting Aorus about that. Not Scan.

deceit

JoyPad wrote: »

Can you try to contact Gigabyte/Aorus directly?

I have tried them, I'm hoping to hear back from them. For years I've always stuck to Overclockers/Asus. Based on this I'm going back to overclockers but depending on Gigabytes response I might stick to Asus again also. Good time to decide as I will be getting a new GPU soon and replacing my Dublin PC when new Threadripper stuff comes out.
The fact I only noticed this as I have a 5950x coming should show that I haven't touched the inside of this system in some time so its not something I would have caused.
I'm hoping at least Gigabyte would be good on this front.

Shlippery

It does look crap to be fair for such a premium motherboard - Might be easier get it straight from source for a couple of euro. I've bypassed OCUK/Scan in the past for small part replacements. Had to get things from Phanteks before and they were sound.

Likewise Fitbit have looked after me in the past for Warranty issues even when I've bought from Amazon.

deceit

Shlippery wrote: »

It does look crap to be fair for such a premium motherboard - Might be easier get it straight from source for a couple of euro. I've bypassed OCUK/Scan in the past for small part replacements. Had to get things from Phanteks before and they were sound.

Likewise Fitbit have looked after me in the past for Warranty issues even when I've bought from Amazon.

I wouldn't even mind paying the cost/postage for the part I just don't want to have to buy a new board because of terrible looks + my OCD.

ED E

I doubt Scan even have a PN to try and order it. Going to the OEM is the right way. I'd try Twitter.

deceit

I might as well give a quick update to this for anyone that searches in the future.
Scan were useless and ignored me.
Gigabyte support Germany were dreadful and took 6 weeks to reply saying yes its our fault then fobbed me off. They only opened a ticket on Friday gone for this.
UK Gigabyte support were wonderful. They were like a different company to their EU support and as I could get it sent back to a UK address they dealt with it extremely quickly. They received the part yesterday and the new part arrived at my UK address this morning all shiny and new. While waiting on my part I believe they ordered my part from their supplier as they said it was not in stock so I'm really impressed .
I'm already planning a new Threadripper system with a gigabyte board based on the uk's support but I will make sure to buy from overclockers or one of the other good vendors so can still rely on the uk support.


Might as well add Enermax has the best support I ever dealt with (My son accidently ordered an old Enermax cooler from a shop in Germany not realizing it was an old model with no AM4 support, within 20 minutes they responded saying would get the part sent out to me). Dealt with them a few days ago also. I have the bracket already and will buy their parts in the future based on this support .
A good day for me support wise finally

ED E

deceit wrote: »

Might as well add Enermax has the best support I ever dealt with (My son accidently ordered an old Enermax cooler from a shop in Germany not realizing it was an old model with no AM4 support, within 20 minutes they responded saying would get the part sent out to me). Dealt with them a few days ago also. I have the bracket already and will buy their parts in the future based on this support .

I hope its Air, their water gear is a total trainwreck (I speak from experience)

deceit

ED E wrote: »

I hope its Air, their water gear is a total trainwreck (I speak from experience)

It was an air cooler. I was aware of the threadripper cooler having issues.