Order delays?

[malfunction]

Is there something going on at Scan at the moment? I put an order in on Tuesday and it still hasn't been dispatched (or even picked). My credit card has already been billed though - not the sort of behaviour I expect from Scan.

[Steve A]

Malfunction

The reason for this is the just that we are extremly busy at present and just to add to that we had a few technical problems arise this week that have now been ironed out thank god, but we are trying our best to get the orders out as fast as we can, as our delivery service is usually very reliable. We thought the first few weeks after christmas would be fairly quiet but it has turned out to be the oposite. but hopefully we should be back to normal next week. Appologies for the customer effect by this.

[malfunction]

Malfunction

The reason for this is the just that we are extremly busy at present and just to add to that we had a few technical problems arise this week that have now been ironed out thank god, but we are trying our best to get the orders out as fast as we can, as our delivery service is usually very reliable. We thought the first few weeks after christmas would be fairly quiet but it has turned out to be the oposite. but hopefully we should be back to normal next week. Appologies for the customer effect by this.

Ok - all understandable - and thanks for getting back to me. But how about either an e-mail to say as much for outstanding orders or a note on the webpage to say the same thing? (though I appreciate you probably don't want to put it on the front page as that may make people go elsewhere)... For me at least keeping quiet is not good - I don't mind waiting as long as I know why. And it ought to mean you have to deal with less silly queries taking up even more time

[malfunction]

Thanks for the post and the PM - thought I'd post back here to be fair about it for anyone else reading - got my dispatch email this afternoon so should get my order on Monday.

Cheers!

[Carlh]

Malfunction

Glad to see your order is on its way however I shall try and explain and clear a few things up for the rest of the Hexus users that may be in a similar situation.

The problem mainly arose due to the Christmas break we had, (around 10 days) anyway when we all came back from Christmas we had around a lot of internet orders to try and clear up which started the problem, from here it sorta snowballed and we had a lot of orders on the 4th, 5th, 6th Jan...

At this point we basically got to a stage where there were so much information and orders outstanding that our invoicing system (which is normally superb may I add) basically decided that it would start to play up, this in turn made it a lot harder for the dispatch department to clear the backlog as it was taking 10 times longer to serialise all the serial numbers for the invoices to be dispatched. Basically what would happen is that they would allocate one serial number for a part then the system would freeze for 15 seconds or so, obviously with the amount of parts they were trying to serialise for invoices made a normal quick easy job turn into a nightmare.

On Monday the invoice system had an update to resolve the problem we was having with the serialising of numbers and all seems to be ok now, however by the time the update of the software was implemented we had a severe backlog of orders therefore it was decided in order to get things back in line as quickly as possible any futher orders would be picked 2 days later than normal.

Hopefully over the weekend most of the backorders should be cleared and then we can concentrate on getting the newer orders out however at the current moment we are still advising customers that it may be delayed by a few days.

Please bear with us whilst we clear this backlog, I know it is quiet frustrating and I can sympathise with our customers however at the end of the day it was impossible to forsee this problem however I am quietly confident that we should have normal service resumed.

If anyone is effected by this and hasnt been given email notification regarding the delay if you can PM me the invoice number you have been allocated as well as your name and email details I shall see roughly where it is in the que and hopefully be able to provide further details if needed regarding estimated dispatch date.

Hope this clarifys the situation,

Regards,

** Update 28th Jan **

Ok we do still have a number of outstanding orders however they are subsiding slowly but surely . We are currently advising customers to keep an eye on the automated emails for further updates regarding any orders place and to also note the estimated date of dispatch when they place the order.

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[Agent]

Top work Carl

[malfunction]

Good stuff - how about stripping this out of this thread and making it a sticky on the scan forum? (for a few days at least until things get back to normal)

[DavidM]

(whoops - i posted wrong place)!