abysmal customer service

[artus]

I am shocked how bad scans customer service is, I received an order on Tuesday and after checking it 2 items had been wrongly sent I phoned only to get bounced around or left hanging on the phone long enough it would kick me back to the menu when I did finally get to talk to someone who I thought knew what was going on they said they would look into it and email latter that day...........No email arrived.

Wednesday I phoned again more of the same bounced around until I spoke to another person and had to explain all over again what the problem was. I was told when I asked if i could get the fans for delivery the following day that it should not be a problem and I would receive an email in the next few hours that was at 11am at 5pm I had still not received a mail so I called back to be told I should be receiving one in the next hour or so it never arrived.

That brings us to this morning where I phoned and spoke to a different person again this time to be told to dispose/keep the 2 items that had been wrongly sent and the 2 fans that were the correct items would be delivered tomorrow(Friday) and I will get an email later on today.

At that point I was annoyed but things happen. I then checked my credit card only to find Scan had debited £15.46 for unknown reasons so I had to pick up the phone again only to be told it is being looked into and I will get an email later on today I am not holding my breath.

So far I have spent the best part of 2 hours on the phone trying to sort things out I am really starting to think it maybe better to rma the whole £1700 order as I am dreading if anything is DoA and have to try and return anything if this is whats it been like for 2 £8 fans.

[ik9000]

Not a Scan employee but just want to point out that this thread is for Scan Customer Service. Not sure which forum Abysmal use for theirs but don't think it's via Hexus.

I've not read your post in detail - I couldn't as the grammar is rather lacking. Try sticking some paragraphs and capitalisation and the like in there and it may help get a response quicker.

[Jonj1611]

Not sure which forum Abysmal use for theirs but don't think it's via Hexus.

He is talking about Scan.

[Jonj1611]

I've not read your post in detail - I couldn't as the grammar is rather lacking. Try sticking some paragraphs and capitalisation and the like in there and it may help get a response quicker.

There is punctuation and full stops and capitals However no one knows how the post was originally written, ie on a mobile phone etc. I know when I post here from my mobile it takes any spaces away and you end up with a comment like the OP has written, not really his fault.

[artus]

I have edited it now should be a lot clearer.

[leepen@scan]

Sorry for your troubles artus - please post your invoice number or email it to leep@scan.co.uk and I'll do all I can to assist.


Best regards

[leepen@scan]

Having just caught up on the details for this, I can see that yes, a mistake was made and the wrong item sent out.

We were contacted on 02/09 at 11am where you spoke with Josh. We investigated the issue and your replacement items were raised free of charge the next day. This should be with you today.

The items which were sent in error are of such low value that it will cost us more to collect them, so you're free to keep the cables sent to you in error, or discard of them.

We employ humans unfortunately and we, like everyone else; aren't perfect. However, we rectified this issue immediately and your parcel should be there shortly;

Your Scan Computers order will be delivered today by Steve, your DPD driver, between 15:25 and 16:25

Please do let us know if you feel that this hasn't been dealt with effectively but I think a next day solution for a mistake is on form personally.


All the best


Lee

[ik9000]

time for a thread title change methinks!