3XS Carbon Extreme (P775DM3) from Scan UK

It is unacceptable that they are doing this. I am looking at what more can be done in this matter.


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Mine went back after a week. Sent cancellation request within under 14 days for distance selling regulations. Except.. this is a custom made machine and does not come under distance selling regulation. Don`t know about the thirty days but if you paid with CC then you have 120 days to invoke section 75. That is what I done as scan is playing cat and mouse with me.

Example:

Recived phone call. phone in front of me picked it up answered person hung up. Called back straight away no answer. direct number as well.
Minutes later an email that they were unable to reach me. At his point I am like **** off scan really??
So since then that was two days ago no contact from scan. fine have a laptop and my 1800 quid as well I am not accepting any delivery from them.

Luckily CC company refunded me and I don`t give a toss about scan and their BS. Except the fact that they need to be made known to good people in this world.

`rant over`

 

Well IMO running a processor @ 90C is definitely a problem in my books.

 

I am going to explore that option with my bank. Their behaviour has been unacceptable. I am going to give them this week, but if I don't have clarity from them on the whole issue, I will contact my cc company on Monday and initiate that process.




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I have been following every post in this thread. My honest opinion about Scan - their customer support seems to be very friendly and helpful. However, their technical competence is definitely questionable.

I would politely ask for a refund and see what they say.

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I beg to differ. At their best, Scan's customer support staff is ignorant and at their worst, well you can see it in the thread. Maybe I am not quite as objective in this matter as you are..so that is that. But I appreciate your honest opinion.

When I mentioned refund, I was told that they don't think there is anything wrong with the system, so either I can have the system back or they can send it to a shop 'which specialises in these machines'. They think it is perfectly acceptable for machine to run between 95C and 100C, do you really think they are going to indulge my request for a refund?

I am going to try once more tomorrow but after that, I am going to contact my CC company.




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I understand from your point of view. Tell them that you are very unhappy with the performance of the laptop and that you would like a refund. Tell them that you will take legal measures if needed. If this doesn't work, then you can take a more aggressive stance.

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Just noticed this, that is not a test.
No CPU is being tested there for real unless you select FPU, no GPU is being tested there at all, that test is mostly RAM.

 

FYI as a general note as i dont know if someone told you that the DSR dont apply or if it was your conclusion, the Distance Selling Regulations were superseded by the Consumer Contracts Regulations in 2014. But both cover custom built laptops and PCs - unless something was added such as a custom paint job. Even then, the CCR can be invoked minus the value of the paint job.

 

Of course they did. Their T&C`s on the website also confirm this. My response to this was that the only custom parts they put in there were ssd, wifi, ram and that was it. Hardly custom made just for me is it? Also after offering to upgrade my unit to a different model they said (have written confirmation) that unit can be restocked as it is in good condition. Now custom made unit suddenly can be restocked? Sad really..

Thank you for this info as well

 

I shall be honest, I won't be using Scan for my next Clevo (if go for a Clevo again).

While they can build and ship quickly it clearly shows they are little more than box shifters.

Thinking that systems running in the mid to high 90c'c and beyond are acceptable really shows the lack of knowledge with these systems. Clevo are also to blame with their dire fitting heatsinks.

Having spent £2500+ on a machine and being told to run the fans full speed to keep the temps down when doing anything cpu intensive is an insult. For £2500+ I expect it to run at a reasonable temp at stock speeds.

Once Scan have replaced my screen and returned the machine I shall be delidding the processor, use a shim and LM to get the thermal monster in check. Hopefully Prema or John@OBSIDIAN-PC will take pity on me and help with a bios that I can at least get this machine into a usable state.

 

If you politely ask Scan for a refund you will get nowhere - I speak from experience. They are the biggest shower of excrement I have dealt with, period. My laptop went back and I formally requested a refund - as this was within 14 days, I got given the run around for a couple of weeks, including lots of BS about it being normal for a CPU to run that hot, my testing method was not real-world, there had to be a fault for them to be able to authorise a refund, it was sold as a gaming machine and it will run games etc. etc. All this BS before I finally got a refund - minus the original £11.99 delivery charge.

 

According to Scan this is photographic evidence of industry standard testing!

 

Love it!

 

Have to agree with John@OBSIDIAN-PC, Scan's testing leaves a lot to be desired.

Just dug out my old P570WM (i7-3930K,680M Sli, 24Gb) and tested in Aida64 stress with everything ticked and that only just hit 70c after 30mins (ok it has a shim and LM) and thats a 130w cpu

 

I am seriously considering going your route if their manager doesn't respond to me by tomorrow.

Have you heard anything from Scan in terms of their response to you taking the route 75?


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Literally no response. They do not seem to care one bit. They probably don`t know it yet. Two days ago they attempted to contact me (see my previous post) and since then nothing.
I have actually sent them an email tonight. It is a bit funny now as I don`t care because I got reimbursed already. The bottom line is they still have the money so its the bank that takes the hit. That is still bothering me. F u c k e r s literally.

As it is I will do my utmost best to educate anyone that wants to go with scan and their `custom` made stuff. My experience is one of many but here at NBR people already know who scan is.

 

Update 24/03/17: I have asked for a refund.

I have emailed their manager directly and now waiting for his respond.

 

*crosses fingers...but doesn't hold breath!*

 

When you raise a Section 75 with your card company, they give the seller 45 days to appeal. If a seller does appeal then it can take time to resolve, but merchant bank contracts allow them (not the bank who issued your card to you but the merchant bank which actually processes payments inbetween the seller and the card issuer) to reclaim undisputed Section 75s automatically. This means that the customer gets their money back from the merchant bank, who in turn get it back from the seller. In the end, the bank is usually only out of pocket if the seller has gone bust.

 

Thanks for clarification.

They way lady from bank that i have spoken to described it. The bank would only go after scan if they deemed it worth while.

She said that if they get few cases then they would.

That's the reason for my comment.

In the end looks like the justice will be served lol.

 

Just pmed you.


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Their manager has responded exactly in the fashion predicted by @madeinholt.

I am only going to wait till Monday, and after that I will be forced to take unilateral action.




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What did he say?
Im guessing that the system is supposed to work like that at stock ??

 

Standard reply,

"Received and understood,

Apologies for the lack of action to date, I have been out of office – I will familiarise myself with the notes and get back to you before the end of the day.

I do appreciate you taking the time to email me with concise information.

I look forward to coming to a swift conclusion shortly."


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There is the problem, perhaps he should spend a bit more time in the office to actually manage his ineffective team.

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And when he says 'before the end of the day' he does not actually specify which day this is likely to be.

This is exactly the same shoddy level of 'Customer Service' which I received. If the so called manager is this incompetent, you begin to realise why his minions are so shockingly useless.

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Update 27/03/17: I have tried calling their manager a few times now but no one answered. I have emailed him asking for a time slot (preferably today) for the call.

This behaviour is quite similar to what @madeinholt and others have experienced in their dealings with Scan.

Edit: Just received their response, a bit of Freudian slip..

Edit 2: Tried their manager's phone at his preferred time, still no response. Tried again after five minutes, same result. I have emailed the manager advising him to just email me with whatever he wanted to discuss over phone. This whole thing is quite frustrating.

 

Just had a telephone conversation with their Manager. He was polite and said that he would like to resolve the issue asap. So I said they have got two days to sort it out otherwise I will have to go the refund route.

I want them to bring down temperatures below 90C under sustained load (with Withcer 3 and AIDA stress test (with FPU and GPU). They are going to try a few solutions, such as using a new chassis and swapping CPUs etc.

He did say that technically machine passes all of Scan's tests, but he also acknowledged that present thermal behaviour of the system will be detrimental for its long term health. So we will see what comes of it.

 

Update 28/03/17: I was assured by their manager that they would get in touch with me today. And if they could not get through my phone, they would email me.

Well I haven't heard anything from them. Doesn't bode well for the Wednesday deadline. It is bloody frustrating.


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Just had a email from Scan, laptop has come back (after 14 days) from where it had been sent to for the screen replacement, yey.

Bad news the screen has not been changed, so its on its way back with a Thursday return to Scan deadline.

We shall see.

 

I am sorry to hear that. Hopefully it will be resolved to your satisfaction.



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Update 29/03/17: So I got a phone call from Scan around 1600. I was in middle of something so I couldn't talk for long and asked them to just email me their results. I got following response,

Please find the details below of the tests as discussed on the phone today
We have tested 4 different 7700k CPUs
We have also tested with 2 chassis
Most CPUS throttle after around 6 mins on AIDA by 23%-26%
the best results are from the original chassis with the 7700k CPU running at 4.4GHz
The laptop has currently been on AIDA for 47 hours and it has only throttled by 8%.
Temps are currently between 71 degrees and 84 degrees.
Max across all cores is 97-99 degrees
We look forward to hearing your thoughts on these figures

I think it is a bit too cute, the lack of specifics that is. I have emailed them asking for details but I am tired of continuing with this tiresome exercise. It is futile. Not to mention, disappointing and frustrating. They still have not acknowledge their cock-up with multipliers and carrying out their QC tests at 38.

 

I highly doubt they will own up to it. And now will just try to pass it of as acceptable and standard.

 

Oh I am not going to let them get away with it. They not only have to own up to their mistake but also come clean on their testing procedures.

Testing their machines in AIDA with just cpu box ticked, trying to pass of 100C temperatures in a bloody video game as acceptable, and not owning up to their mistake...these are but a few things they have demonstrated so far.

I mean the clock thing, it is so transparent that it was a massive cock up on their part, I don't know why they would even try to contest it. All they have to do is to compose the AIDA results from February to AIDA results from a couple of weeks ago when I sent the laptop back. There is almost a 14C difference!


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Show them this -

 

Come to think of it, I will. Many thanks for that. Those are some proper temperatures with proper thermal management.


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Wish mine ran at that those sort of temps at stock speeds let alone overclocked. Mind @bloodhawk does have Prema Bios which by all accounts helps a lot.

Would be interesting to known what EVOC do to get thermals down.

 

Combination of delidd, thermal compound, and bloody good quality control. They also offer silicon lottery CPUs if I remember correctly.


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The BIOS doesn't do anything inherent to help with cooling when not on stock clocks. The BIOS however does have a stock -100mv undervolt, and extra tweaks to remove power throttling, better fan curves for people who want to use the system at stock with the custom BIOS and many more under the hood tweaks. I on the other hand have every thing setup manually.
Cooling / Heat sink's as well have been tweaked manually. I even told HIDE to not bother with doing extra work on the system, because i was going to tear it down and do it my way as it is. Might as well save time on that.
But if people do prefer to use the system at stock, they make sure the systems dont have thermal issues. And even find the most confortable undervolt and OC spot for the actual chip. My 7700k however is a standard amazon chip, delided and re pasted with Conductonaut at home.

 

The stock Clevo BIOS sets a -100mV, is that what you were refering to or a third party BIOS. Also not nitpicking but are you sure that there are other custom fan curves (in EC of course)?

 

Update 30/03/17: I had another conversation with their manager. I have asked for a refund and they have agreed. I'd have specifics by the evening, and will update the thread accordingly.

 

Yeah Stock Bios as well as Prema's BIOS. Sorry i should have worded that better. And IIRC the Prema BIOS has a slightly better Fan Curve.

 

I wonder if there is a software that could give control over fan curves irrespective of the BIOS.

 

No problem, I was more curious than anything else. Prema said that he doesn't touch the fan profiles (which are in the EC).

Simple answer - nope. CCC interacts with the EC, that's all the control you can get.

 

Hmm, im probably mistaken then. @Prema can ya confirm ?

 

Update: Email from Scan, my machines back at Scan after getting the screen swapped at the repair centre (In under 2 days, makes you wonder when they had first time round it was 14 days and they didn't even change it).

Currently being tested. I have deferred its return till Tuesday (When I have a whole day to test). I am hoping everything will be ok.

Now need to trackdown a Bios for the Kaby Lake chip I've got sitting here as I am refusing to give anymore cash to Scan for the upgrade.

All will be revealed Tuesday

 

I'm sure I did read the same, that Prema didn't edit fan tables for his Bios

 

Good luck with it all!


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Ask Scan to upgrade the BIOS for you, they have it. Tell them you already have a Kaby Lake CPU and that you need the BIOS updating - they should not charge you for this.