Seeking Advice For Experience with Scorptec

MrPariah on 23/03/2024 - 10:45
Last edited 23/03/2024 - 14:18 by 1 other user

tdlr; PC went in for diagnosis of issue, they couldn't find issue charged me $50 for not finding issue, issue persisted when I took it back home, returned PC for diagnosis waiting to hear back from Scorptec and hoping they don't charge me $99

Hi OzBargain,

I'd really appreciate some advice on what to do about this situation going on with Scorptec

I'll keep this short and to the point as best I can, but recently I've had some pretty weird dealings with Scorptec lately over the last week or so

I'll lay everything out in a timeline format

Friday March 15th: Hand in PC for a service as it was experiencing a weird Windows issue, verbally told that it'd be 4-5 days before they can attend to the PC due to backlog of PC's already needing to be looked at, fair enough wasn't bothered by this

Tuesday March 19th: I email Scorptec to touch base just to see if things have progressed regarding the que of my computer not so much if it's fixed or ready to go

Wednesday March 20th: Get an email from I think a sales or general enquiries member stipulating that when I handed in my computer there was a 7-10 day delay in attending to it and the Technical Support team will hopefully get beginning the diagnosis of my PC on the week starting the 25th

Thursday March 21st: Email back saying a little disappointed in the delay increasing from 4-5 days to 7-10 however I understand that some PC's can take longe to diagnose then others and I'll wait patiently to hear back from the Scorptec team later in the week of the 25th

Thursday March 21st Arvo: Get an email from an IT technician saying that he has begun working on my computer today, was feeling great they must have had good luck fixing PC's before mine and have managed to get to mine soon

Friday March 22nd: Get an email from an IT technician saying that they were unable to replicate the issue I had brought the PC in for "several days" and that the computer is ready for pickup

Friday March 22nd Arvo: Pickup the computer charged $50 for a 'No fault found' price as opposed to the $99 'Diagnosis' price, happy about this glad they didn't have any issues

Friday March 22nd 30 mins after pickup: Computer plugged in for about 20 mins or so and the issue is still present

Friday March 22nd around 4:45pm: Return computer back to the IT tech, explain to him the issue is still present, leTs me plug it into a monitor and within 5 mins the issue comes to fruition again. IT Tech takes back my computer but doesn't setup an official Order Number/Transaction ID between myself and Scorptec for returning PC, however mentions he can put it back in the que (not sure what he means by this, like back as the computer to fix or just somewhere in the que?)

So now I'm waiting for my PC and I've had multiple people tell me 3 things:

  • I need to get into contact with the store to setup an official Order Number for having returned the PC yesterday
  • I need to get a refund on the $50 No Fault found fee I paid yesterday (Friday)
  • When I eventually get my PC back I shouldn't have to pay anything

I'm kinda confused on what to do as I've never had to get my PC serviced before as I'm usually quite adept in fixing my own PC as I built it myself

I'm inclined to just wait it out patiently, till I get a phone call or email from Scorptec saying the computer has been diagnosed, however I'm a little nervous they'll charge me the $99 Diagnosis fee when I go to pick up my computer so I'll be $150 out of pocket instead of the $99 I anticipated, friends have been saying I shouldn't be out pocket any money because of the miscommunication and having to return the PC should warrant Scorptec refunding me the $50 and also not charging anything for their shortfall but I'm not sure how I feel about doing that to a small-medium sized business

I have an engagement party today and won't be able to contact Scorptec till Monday

But I was wondering if people from OzBargain could help me figure out how I should go about handling this situation?

Thanks so much in advanced, please rest assured I hold no bitterness towards Scorptec, the IT guy seemed under the pump and admitted he was short staffed, and I have the utmost respect for him for just doing his best. I just don't know how to approach this situation to protect myself and Scorptec if that makes sense.

Thank you OzBargain! :)

Edit: 1 Change title and added tldr

Edit 2: Forgot to stipulate Edit 1

Computing

Related Stores

Scorptec Computers
Scorptec Computers

closed Comments

  • Muzeeb on 23/03/2024 - 10:46
    +4

    I'll keep this short

    tl;dr

    • MrPariah on 23/03/2024 - 11:18

      You are totally right this is very long, my apologies will make a tldr when I get back home sorry!

    • MrPariah on 23/03/2024 - 11:31
      +1

      Added a tldr, thanks for pointing that out

  • BoltThrower on 23/03/2024 - 10:52
    +3

    The delay is annoying but forgivable.
    The No-fault misdiagnosis then having the audacity to put you in a queue AND charge you extra is F'ed.
    Proposed solution: Fix for $50. Goodwill restored.

    • MrPariah on 23/03/2024 - 11:24
      +1

      Yep delays happen it's normal I've got no issues with that, they don't charge till you pickup the comptuer so fingers crossed they don't charge me $99 once I go to pick it up whenever that is

  • holdenmg on 23/03/2024 - 11:05
    +3

    What (in 10 Words or Less) was the weird Windows issue?

    Was all the RAM Correct Specs and new?

    Have you reinstalled Windows?

    • MrPariah on 23/03/2024 - 11:24
      -7

      Hey mate thanks, but trust me tried everything and hence why I went to a company for help

      • bobbified on 23/03/2024 - 14:02
        +2

        If that's how you explained the problem to Scorptec, I hope they put your PC back at the end of the queue and charge you double!

        • MrPariah on 23/03/2024 - 16:01

          No idea why I all go the negs,

          It was windows becoming unresponsive after 5-10 mins of use

          reformatted 4 times with windows 10 and the last being windows 11

          Tried a different gpu and also a different set of ram stick tried 4 different ram sticks by themselves

          Cleared bios also cleared cmos

          regardless the issue persisted

          No idea why you're upset with me

          • rumblytangara on 23/03/2024 - 16:21
            +2

            @MrPariah: If you had described this initially, or even after the first time someone asked, I think you would have avoided a lot of flak.

            If this was reliably replicated, what you've described does make it seem that they did a half assed job on troubleshooting it.

            • MrPariah on 23/03/2024 - 16:23

              @rumblytangara: I didn't think it mattered as I wasn't seeking tech help from here as I don't have my computer with me, it took 20 mins for the unresponsiveness to happen when I took the computer back home and about 5 mins when I brought into the tech shop

              • rumblytangara on 23/03/2024 - 16:47

                @MrPariah: Only one person has tried to give you tech help. Everyone else was probably asking for context.

                There's a big difference between "machine reliably freezes within five minutes of normal use" and something like "it stuttered once when applying a specific photoshop filter to a RAW file but it hasn't happened since".

                Anyone who has ever done tech support has encountered enough end user stupidity to be very leery of vaguely described computer problems.

                Personally, I think what you've described is reasonable. If you could quickly replicate the problem in front of them, then it's not a vague problem in my book. But frankly this thread has gone off the rails too much for it to be salvageable.

          • Mechz on 23/03/2024 - 16:45

            @MrPariah: So you didn't try a different SSD?

  • bobbified on 23/03/2024 - 14:00
    +6

    Well done OP… a whole wall of text and not even a f'n description of the issue!!

  • rumblytangara on 23/03/2024 - 14:28

    They should refund the $50 if you could show them the "issue" within 5 minutes of it being plugged in at their location.

    But it heavily depends on what the "issue" is and you've gone to amazing lengths not to describe it, so any feedback we're giving is blind.

  • Typical16-bitEnjoyer on 23/03/2024 - 14:30
    +5
    What is the damn weird Windows issue
    • Muzeeb on 23/03/2024 - 14:41
      +3

      It keeps trying to force an upgrade to Vista from XP

      • rumblytangara on 23/03/2024 - 15:10
        +3

        The 5.25" floppy disks don't fit into the CDROM slot to allow the installation of Windows 3.1.

    • markathome on 23/03/2024 - 15:07
      +1

      The other question is what exactly does MrPariah believe OzBargain to be?

    • bobbified on 23/03/2024 - 15:42
      +1

      The issue is most likely between the keyboard and the chair!

  • bmxr on 23/03/2024 - 16:06

    You waited 1 business day (after being told 4-5 days before they could even look at it) before firing off an email requesting an update? And then when they actually got to it within 4 business days, you say that you are disappointed?

    You sound like a very pleasant customer. I didn't read any more of your post.

    Scorptec have always been great to deal with in my experience, relative to a number of other PC retailers/repairers.

    • MrPariah on 23/03/2024 - 16:08

      3 they work saturdays the email was sent tuesday after handing it in on friday morning
      they got it back to me 6

      • bmxr on 23/03/2024 - 16:15
        +2

        Yes their store is open on Saturdays, doesn't necessarily mean their service and repairs team work Saturdays.

        According to your own OP they didn't say they would get it back in 4-5 days, they said they it would be 4-5 days before they could attend to it.

        Like many others in the comments, perhaps share what the problem is with us and someone might be able to assist rather than trying to blame a company who did everything they said they would.

        • MrPariah on 23/03/2024 - 16:16

          I mentioned that specifically in my post and that I hold no bitterness I'm merely asking how should I approach this

          • Typical16-bitEnjoyer on 23/03/2024 - 16:22
            +1

            @MrPariah: You should approach this by first telling us what the weird Windows issue is

            • MrPariah on 23/03/2024 - 16:24

              @Typical16-bitEnjoyer: I didn't think it mattered as I wasn't seeking tech help as I don't have my computer apologies

              • Typical16-bitEnjoyer on 23/03/2024 - 16:26
                +1

                @MrPariah: It matters. What is the weird Windows issue?

                • MrPariah on 23/03/2024 - 16:26

                  @Typical16-bitEnjoyer: Windows unresponsive after 5-20 mins of use

                  • Typical16-bitEnjoyer on 23/03/2024 - 16:30

                    @MrPariah: Right, so a non-replicatable fault that simply randomly occurs after an undefined amount of time.

                    No wonder you were so reluctant to share. Very relevant info related to 3/4 of your rant.

                    • MrPariah on 23/03/2024 - 16:33

                      @Typical16-bitEnjoyer: It happens 100% of the time after every boot, I wasn't reluctant to share it was more so that I'd be unable to try any suggestions provided from ozbargain as I didn't have my comptuer with me

                      • Typical16-bitEnjoyer on 23/03/2024 - 16:37
                        +1

                        @MrPariah: No one was seeking that fault to assist you with 'suggestions'. You went and made a long rant about Scorptec and how 'weird' they are, failing to find a fault, and not responding within time frames when the real truth of the matter is starting to become apparent.

                        You do also realise diagnosis doesn't mix fix, right? It's either your motherboard, SSD or power supply. That's it. One of those will require replacing.

                        • MrPariah on 23/03/2024 - 16:39

                          @Typical16-bitEnjoyer: I'm really not sure why you're being so hostile, yes I'm aware diagnosis doesn't mean fix I'll wait to see what they say about the issue

          • bmxr on 23/03/2024 - 16:33
            +1

            @MrPariah: You returned the PC at 4:45pm yesterday afternoon.

            My advice?

            Go and enjoy the engagement party and wait for Scorptec contact you. Everything else is just time wasted on pure speculation.

  • Baysew on 23/03/2024 - 16:30
    +2

    Whilst I hold no bitterness to you or Scorptec, I think you should handle the situation by waiting to hear back from Scorptec.

    • MrPariah on 23/03/2024 - 16:31

      Thanks this was my instinctive approach, they've setup an official order number for me returning the PC now so it is traceable on their system I guess it's just a matter of time

  • freefall101 on 23/03/2024 - 18:32

    FYI, whenever a company says "4-5 days" I always assume business days. Likely it changed to 7-10 for that reason, add in a couple of lots of weekends and it could blow out to 10 days.

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