basically my computer makes strange noises and lags when i play any sort of media (music, video) its a new i7 so in no means is it not powerful enough
after rining scan (who made it) i did everything they asked over the phone (memtest, hdd test and a complete reformat)
now under there on site warranty they say they will pay for it to be sent back to them, fair enough, but since i threw out the original box (it was huge, do they really expect people to keep these?) that i could not use one of my own (or just wrap it up in bubblewrap, more than what they delivered it in.) and that it would be £20 + VAT for a box to send it to them, after a rather blunt email they reduced it to £10 including VAT but i still think this is rediculas
another thing would be that in order to have the warranty they made me buy a piece of imaging/backup software, acronis trueimage, for £24.99 and when it came to using it(basically a system restore) the partion and back up they had made did not work, so essentially i paid for something that didnt work

my question would be, should i pay the £10 for the box? and also what to do about the software that didnt work

First off, you have both a warranty and a guarantee with Scan, so make sure you check the terms of both (they are both manufacturer (warranty) and seller (guarantee). The Sale of Goods Act will be involved, but I'm pretty certain there's no requirement that they pay to ship the machine back (unless that is part of the warranty).

It basically boils down to the terms of the warranty with regards to the packaging. If it is stated there, then they can enforce it. If no mention is made, you should be legally able to package it yourself and for them to honour their part of the warranty.

With regards to the software, if it doesn't work, they haven't provided the service you paid for, so again they need to deal with that under the SoGA, be it by phone based tech support or by shipping the machine in.

Did I miss something here? It's an on-site warranty. Why do you need to send it back to them?
Or does on-site mean something else than I thought it did.

I missed that part entirely.

Certainly here at Toshiba that means sending an engineer out. Not sure Scan have the infrastructure to offer that tbh.

+1. On-site means exactly that.

If it's an onsite warranty then you don't need a box they have to come to you.

Just to clarify (as I think the distinction could be important), at Toshiba there are three main levels of warranty:

Carry In - You send to us / pay for us to send a courier
Pick Up And Return - We do the couriering without charge, but still taken to depot
Onsite - Engineer, complete with spares, is sent to your address (on the next working day too, subject to parts)

it is an on site warranty, we thought at first it was the hdd and they said they would send someone to replace it, but since we basically have no dam idea what the problem is, they are paying for the delivery to and from scan, apparently (and i am about to check) i needed to keep the original packaging and so thats why they are charging me for a new one (but still who in there right mind would pay £20 for a box?)

and about the software, should i ask for a refund or some sort of compensation for it?

it is an on site warranty, we thought at first it was the hdd and they said they would send someone to replace it, but since we basically have no dam idea what the problem is, they are paying for the delivery to and from scan, apparently (and i am about to check) i needed to keep the original packaging and so thats why they are charging me for a new one (but still who in there right mind would pay £20 for a box?)

and about the software, should i ask for a refund or some sort of compensation for it?

No, onsite warranty means they come out to you. If they can't fix it they can take it back themselves, it certainly doesn't mean you should fork out anymore cash.

If you're not having any joy I'd suggest contacting a rep via their forum on the hexus.net website, they often get things sorted out quickly.

I presume it's a 3XS system? This is their aftersales support forum clicky

unfortunately, the person who is the scan person on the hexus forum is the person i am dealing with. plus i dont want to sign up to another forum just to bitch, i prefer to do it straight to email.

I didn't mean go there to bitch, I just meant going to a rep via that route.

If it was me I'd stand my ground, if I pay for onsite warranty I want onsite warranty, I wouldn't pay any extra. It's for them to come out check it over and if they can't fix it, take it back.

That's the point of onsite warranty.

Scan have a forum on bit-tech as well. They're usually good if you have a moan.

Just explain the fact you have an onsite warranty so they have to come to site.

i got an email from the 3XS systems manager, he read my email and on this occasion has waived the cost of the box (woop)
he also says that they will also check out the acronis software failing while its away at there centre (double woop)

although it only took him nearly a day to respond.

Now ask them when their engineer is going to come to your house.