2nd RMA in less than a month!

[alesma]

Less than a month ago my PC (which I bought in January 2014) decided it wasn't going to start up. I had an RMA done and the motherboard was replaced free of charge (minus the £35 postage fees which I had to cover).
I received my PC back and the eSATA ports didn't recognise any input at all. Then after having it running for around 2 hours it decided to shut down and hasn't booted up since, recognising no power input at all.

Time for my second RMA! It appears that my first one that cost me £35 was completely worthless as I still don't have a functioning computer!

The RMA process has been perfect, all apart from the end result. Overall, as you can imagine, I'm not very pleased at all!

 

[steaky360]

Have you checked inside the PC to make sure everything is properly connected?

You say it doesn't recognise the power input? What do you mean by that? If it couldn't get power it wouldn't switch on (at all), is that what you mean?

I wouldn't agree that the first RMA was completely worthless, chances are this is something simple and depending on what you want to try it could be something you can fix now

Just a note, I had originally moved this to your other thread discussing the issues you were having with you PC because it was on the same topic.

 

[alesma]

Have you checked inside the PC to make sure everything is properly connected?

You say it doesn't recognise the power input? What do you mean by that? If it couldn't get power it wouldn't switch on (at all), is that what you mean?

I wouldn't agree that the first RMA was completely worthless, chances are this is something simple and depending on what you want to try it could be something you can fix now

Just a note, I had originally moved this to your other thread discussing the issues you were having with you PC because it was on the same topic.

My mistake, I wondered why it had moved, I thought it may have been a glitch or something. I started a new thread because I'd like to update it as the process goes on, hopefully with positive comments.

I've been on the phone to someone from PCS (very friendly) and we went through several possible fixes, none of which worked so they requested it back to take a more detailed look at it.

When I have the power on, the Clr COMS button on the back and some reset button lights illuminate but that is all. When I hit the power button nothing happens.

Ok the RMA did end up with me having a new motherboard free of charge, but it seems worthless in a sense that I still can't use my PC.
I'm also slightly frustrated that they offer delivery on Saturdays for an extra £19 but when I asked if my PC could be picked up tomorrow the answer I received was no, I have to wait until Tuesday as DPD are not in my area until then. I'm listed as a high priority but to be honest, having to wait until Tuesday certainly doesn't make me feel like it.

 

[tom_gr7]

Prima facie sounds like the system isnt getting and power.

tell you what i'd do, but it requires alot of patience and light hands and you should take anti static precautions before hand, i tend to touch the psu before delving in.

first, try and boot up the PC with the side panel off, can you see any signs of life? fans spinning? - or attempting to spin? gpu fans spinning? lights or warning lights on the mobo? I presume the psu is mounted with the fan side pointing down, so you wont be able to see it, but can you hear it trying ti spin up?

- Place the case on a large table, somewhere with some space. Open up the case and remove both side panels.
- Have a look at the PSU, follow the cables from the psu to the motherboard.
- Look for the large 24pin cable from the PSU to the motherboard, I'd gently try and remove it and then reconnect it, - it may have been a bit lose or the connection wasn't very good.
- At the top left of the mobo is another cable coming from the psu, which i think provides power to the cpu. Depending on your case its probably going to be awkward to get at, but try and have a feel and see if its seated correctly.
- Its also probably worth having a look around to make sure everything is connected. I'd assume it would be, but worth a check.

 

[alesma]

Prima facie sounds like the system isnt getting and power.

tell you what i'd do, but it requires alot of patience and light hands and you should take anti static precautions before hand, i tend to touch the psu before delving in.

first, try and boot up the PC with the side panel off, can you see any signs of life? fans spinning? - or attempting to spin? gpu fans spinning? lights or warning lights on the mobo? I presume the psu is mounted with the fan side pointing down, so you wont be able to see it, but can you hear it trying ti spin up?

- Place the case on a large table, somewhere with some space. Open up the case and remove both side panels.
- Have a look at the PSU, follow the cables from the psu to the motherboard.
- Look for the large 24pin cable from the PSU to the motherboard, I'd gently try and remove it and then reconnect it, - it may have been a bit lose or the connection wasn't very good.
- At the top left of the mobo is another cable coming from the psu, which i think provides power to the cpu. Depending on your case its probably going to be awkward to get at, but try and have a feel and see if its seated correctly.
- Its also probably worth having a look around to make sure everything is connected. I'd assume it would be, but worth a check.

I've got both side panels off and the only lights that are illuminated with the power supply plugged in and switched on are the "Clr COMS" light on the rear panel of the PC and there are "RESET" and "START" buttons on the motherboard, below the graphics card that illuminate.
When I hit the power button nothing happens apart from the mechanical click from the button.

UPDATE: I have just unplugged the power cable from the CPU to the motherboard and it booted up BUT WITHOUT A POST BEEP, I then tried to boot it up with the cable re-attached and it went back to the original problem of nothing starting up. Any insight on what this could be?

 

[alesma]

So my PC has been tested by PCS and it appears to be another fault with the motherboard. I'm hoping it is a coincidence that both motherboards were faulty and not another part causing the issue.
My system has been dispatched today so fingers crossed it arrives tomorrow (as I was told next day delivery).

If the system fails on me again then from your experience how easy is it to get a full refund on the machine? As I cannot afford to keep having to go through this RMA process once I am back at university.

Thanks for any advice you can give,

Alex

 

[mantadog]

No hard and fast rules on refunds exist outside the cooling of period.

It has been mentioned by PCS staff in the past that if a computer is sent back with the same fault it went in with, they will refund. Also 3rd repair on the same component has in some cases been eligible for a refund if I remember correctly, so if your motherboard was to fail again you would be eligible for a partial refund. They would deduct the cost of the windows licence I believe.

Hopefully it wont come to that, hopefully you have just been incredibly unlucky.

 

[alesma]

No hard and fast rules on refunds exist outside the cooling of period.

It has been mentioned by PCS staff in the past that if a computer is sent back with the same fault it went in with, they will refund. Also 3rd repair on the same component has in some cases been eligible for a refund if I remember correctly, so if your motherboard was to fail again you would be eligible for a partial refund. They would deduct the cost of the windows licence I believe.

Hopefully it wont come to that, hopefully you have just been incredibly unlucky.

Thanks for your help. Do you have any idea how much the windows licence is? I didn't buy any OS when I bought the system.
Yes hopefully I have just been unlucky. Apart from the RMAs my experience with PCS has been great.

 

[mantadog]

Well in that case they wont charge you the cost of the windows licence. Normally it would be £79, but as you didn't buy it from them they wont be able to deduct it.

 

[alesma]

Ok thank you. Like you said, hopefully it won't come to that!

I'll update this thread once my build is returned

 

[alesma]

I received my PC yesterday afternoon and have had it running all yesterday evening re-installing everything that was wiped during the repair. So far it seems to be running fine which is a relief!

I was emailing PCS enquiries regarding some form of compensation which I was told by PCS would be more than fair due to there being two RMAs for the same part (mobo) in less than a month. Nothing was officially agreed, just talk of a games pack and a few days added onto the warranty (a few days seems rather pointless in my opinion). Instead I emailed back asking whether instead of a games pack and the warranty extension would I be able to replace this with a copy of Windows 7 as I am aware it is available for £79.99 and a games pack is not of any use to me. Suddenly all communication stopped and after sending two more emails to them I am still without reply.

Based on my experience with communicating with PCS I have always had very rapid response so I am aware that this could be due to a high volume of emails or understaffed due to the holiday period etc.

 

[keynes]

I had 3 RMAs with my first order and it was very frustrating. No compensation was given and I was not asking for one, just had to have patience to get it sorted. I know for some people it is difficult to arrange someone to collect and receive the computer but I think compensation, if any, should be as a gesture of goodwill. Mistakes do happen and in my case it was a faulty gpu and damaged in transit twice, but I would assume if PCS start giving compensation to similar situations that are out of their control it would be very expensive for them.
This is obviously my opinion and others may have a different view, regardless of the situation I hope you get what you are looking for.

 

[mantadog]

PCS offered games and an extended warranty as a gesture of good will, which is fair enough IMO. Whoever offered you compensation probably can't authorise anything over and above the games and warranty, so the delay might be caused by being passed on to a manager or something.

Glad everything seems to be working now anyway.

 

[alesma]

I booted up my PC last night and had it running for a little while with just Spotify open. I then started up a game and left it on the start menu, went out of the room for 5 minutes and then heard a bang and the lights in my house dimmed. I went back into my room to find my PC completely off, my monitor and speakers on standby. I've tried to start up my PC again and it is dead to the world. It's as if I am trying to start it up with the power cable unplugged, absolutely no power whatsoever, no lights, nothing.

This will be the third RMA I've had to request in roughly 2 months! I am beyond annoyed now as I need a PC for parts of my job and my university studies that I am doing at the moment.

Can anyone possibly shed some light on whether I can get a full refund on the machine? As I have been informed that each RMA has been fully tested and passed everything yet I am having problem after problem. I am now left in a position where I cannot trust the products I am receiving from PCS. It is a real shame but I literally cannot afford to spend my time and money on this company.

Thanks for any help you can give,

Alex

 

[ariadne2]

sounds like your power supply went to me. I hope you can get a refund, this makes me nervous as my pc is also in for RMA at the moment...

 

[mantadog]

I agree with ariaden, PSU has probably released the magical blue smoke.

PCS, as a rule, don't dish out refunds. I think they are happy to refund if you send the PC in with a fault and it's sent back with the same fault, but that is very rare. What did they do to fix it previously? Anything related to the PSU? if so they may consider a refund.

 

[alesma]

I agree with ariaden, PSU has probably released the magical blue smoke.

PCS, as a rule, don't dish out refunds. I think they are happy to refund if you send the PC in with a fault and it's sent back with the same fault, but that is very rare. What did they do to fix it previously? Anything related to the PSU? if so they may consider a refund.

The first RMA was a motherboard problem, the second was a motherboard problem too.
Could the problem be that there may be something touching the motherboard which is causing it to short?

I understand that PCS would not want to dish out refunds left, right and centre but in a case where a customer has had to send their system back three times in a month and a half (just checked the dates) would they not consider this at all?
I am not at all impressed with the service I've received overall and I am confident that if the machine is 'repaired' then it will soon be back in to them for another problem. Surely it makes sense to keep the customer happy and offer a refund rather than put them through returning hassle and time without a machine that they have paid good money for?

 

[mantadog]

If both problems were with the motherboard then I think you were just incredibly unlucky. This is almost certainly not a motherboard issue, its a PSU failure, and by the sounds of it quite an impressive one. Not that it will be of any consolation to you of course. You just want a working machine.

You can certainly ask about a refund, but i'm fairly certain what the response will be from the guys in the call centre. I believe they already showed some fairly impressive customer service by offering the free games pack + the free 2nd RMA collection. Nether of which they were obliged to do.

I understand this sucks and you just want a machine that you can work with, but these problems could have happened to any machine from any company. Give them a call and see what they can do for you, take it from then on.

 

[alesma]

If both problems were with the motherboard then I think you were just incredibly unlucky. This is almost certainly not a motherboard issue, its a PSU failure, and by the sounds of it quite an impressive one. Not that it will be of any consolation to you of course. You just want a working machine.

You can certainly ask about a refund, but i'm fairly certain what the response will be from the guys in the call centre. I believe they already showed some fairly impressive customer service by offering the free games pack + the free 2nd RMA collection. Nether of which they were obliged to do.

I understand this sucks and you just want a machine that you can work with, but these problems could have happened to any machine from any company. Give them a call and see what they can do for you, take it from then on.

I will do, thanks for your advice again!

If two separate motherboards were faulty then I'm beginning to believe it may be a problem with the assembly, as both times I have received it back the casing on the gfx card has also been half hanging off. I've clipped it back on and removed it again and I'm pretty certain that it could not be removed in transit as it didn't unclip easily.

I didn't receive any games pack or extension on the warranty either.

 

[GeorgeHillier]

I booted up my PC last night and had it running for a little while with just Spotify open. I then started up a game and left it on the start menu, went out of the room for 5 minutes and then heard a bang and the lights in my house dimmed. I went back into my room to find my PC completely off, my monitor and speakers on standby. I've tried to start up my PC again and it is dead to the world. It's as if I am trying to start it up with the power cable unplugged, absolutely no power whatsoever, no lights, nothing.

This will be the third RMA I've had to request in roughly 2 months! I am beyond annoyed now as I need a PC for parts of my job and my university studies that I am doing at the moment.

Can anyone possibly shed some light on whether I can get a full refund on the machine? As I have been informed that each RMA has been fully tested and passed everything yet I am having problem after problem. I am now left in a position where I cannot trust the products I am receiving from PCS. It is a real shame but I literally cannot afford to spend my time and money on this company.

Thanks for any help you can give,

Alex

I think it's unfair to blame a PSU fault on them, they don't make the PSU and they use good brands, just unfortunate that it happened to be in your system :/

I will do, thanks for your advice again!

If two separate motherboards were faulty then I'm beginning to believe it may be a problem with the assembly, as both times I have received it back the casing on the gfx card has also been half hanging off. I've clipped it back on and removed it again and I'm pretty certain that it could not be removed in transit as it didn't unclip easily.

I didn't receive any games pack or extension on the warranty either.

Give them a call about the games pack or warranty extension, it's better to call them than email them, it's much faster

As for the GPU hanging out it probably was in transit, since they're quite heavy and are only held in place by the PCI-E slot and a screw.

Anyway, hope it gets fixed soon