Is this acceptable?

[blueball]

"blatant sensationalism and inaccurate comments "

That's quite an accusation!

You would do well to remember that there are 3 sides to every argument, yours, mine and the truth.

[Chris P]

Fair enough I got carried away with the "sensationalism" part of the comment.

I really do believe nothing here is malicious..

[peterb]

"A Customer is not simply an invoice but a welcome addition to the Scan family"

Is that NOT how you see the scan ethos?

And if you read my post carefully (without wishing to be accused again of being patronizing of course) you will see that I did not say that the CS was bad, I said that the customer perceived it as being bad. And perceptions count for a lot.

You are quite entitled to correct the facts - and that is why I resisted requests to close the thread, so that you could have right of reply.

However there are ways of dealing with customer complaints, justified or otherwise, some reflect well on a company, some ways less so.

As you rightly pointed out - I edited my post after I saw that Wesley and I had cross posted, so my original was no longer valid.

[Chris P]

peterb

I now longer have any inclination to discuss my signature as it has nothing to do with the reason's why I am posting or should not post. Perceptions do mean a lot, perceptions now free to evolve from the facts.

I did not say that the CS was bad

Fair enough, I see this now, the question still stands

You are quite entitled to correct the facts - and that is why I resisted requests to close the thread, so that you could have right of reply.

Yes I am and I will always continue to do so and I don't believe I have been disrespectful to AD-15 or harsh I am more than happy to admit it's to the point. Nothing has been edited so I expect HEXUS also believes so as well.

As you rightly pointed out - I edited my post after I saw that Wesley and I had cross posted, so my original was no longer valid.

I would say the comment was just not valid to start with, regardless of the post it was in response to

[peterb]

It was germane insofar as the OP felt that he had not received the CS he expected (even though some may think those expectations might have been unrealistic) and that an apology would have done much to smooth things over while you gave your side of the story,

However in between drafting and posting, Wesley did issue that apology - rendering my post invalid.

I don't think anyone realistically expects a large company to get things right every time, and there will always be some whose expectations might not be fulfilled. But when there is a grievance, an explanation and an apology does a lot to smooth ruffled feathers, and might help ensure that the customer remains a customer.

It is said anecdotally that it costs 4 times as much to gain a new customer than to retain an existing one - and maintaining goodwill towards a customer base in a very competitive market has to be worthwhile.

[AD-15]

Your post still states " What I'm saying is, the card would not have been dispatched if I had not phoned to follow up on what was going on. "

Which is what I replied to, to show this is inaccurate...

Post #89


Post #81 - You re-edited this post to say


You did receive this automated e-mail on the 24th June, when the Invoice was raised, this is an automated process. So you were updated and you knew why the order had not shipped out and what was required for the Invoice to ship.

Hate to sound rude, but this is garbage!

I did receive an email saying payment had failed after calling to investigate the latest of many delays.

"RMA xxxxxx

HI

With regards to the above rma, the payment has failed, can you please call us asap to resolve

Regards


Scan Computers"

I called again. Sorted it out, no problem. Sent another email to ask when it would be dispatched. Got another automated email saying order was delayed due to lack of stock. It did NOT say the payment had failed again.

I had to call on Saturday 25th and Monday 27th to explain I wasn't meant to be getting a new card from stock, but my old card. It was only then I got a dispatch notification.

You keep insisting I received another "payment failed" automated notification. Totally unprofessional to claim I received it when I insist I didn't, so can you please post proof this was sent? At least then, you could say it was sent out but I did not receive it.

And if what you claim is true, then how on Earth did the situation resolve itself if I never called for the purpose of providing payment information again, after the call on the 24th? It only happened once.

This is just one of the reasons I hate phoning Scan instead of keeping in contact by email. There's just no solid proof of what has been said/done. But if I'd stuck to emails, I'd probably still be waiting...

we are posting facts to inaccurate claims and contradictory posts,

I'm sorry, but this, coupled with the other accusations made my Scan reps in this thread, is just one of the examples of why I'd never purchase from Scan again. With every post I read, it just gets worse and worse IMO. Not to mention being incredibly hypocritical, considering some of the contradictory claims Scan have made.

For example, when a refund subject to a re-stock was offered:

-26th May: refund offered

-31st May: told card can't be re-stocked due to condition

-31st May: replied to state (among other things) that item was fine when I sent it out, Scan should not have waited 3 weeks after receipt to check packaging (maybe could have claimed from DPD?), not acknowledged

-9th June: Letter sent stating (among other things) the same, not acknowledged (just another "thanks for your letter, we won't be refunding this" response)

-10th June: told item was never checked on receipt as it was returned for replacement, not refund

-10th June: I correct this, saying it was always marked for a "credit", not acknowledged in three consecutive (two copy/pasted) responses to emails were I repeatedly asked for clarification

-10th June: After a 4th attempt, Scan respond, having changed their story, saying state of item had indeed always been noted, and could be seen on the RMA tracker

-10th June: I reply to correct this, but was not acknowledged in a response on the 13th which was another "we couldn't care less, no refund" response

And not once was it explained how not a single CS rep I spoke to could confirm the state of the item until several days after a refund was offered (and I was told in no uncertain terms that the state of the item had yet to be checked) three weeks after receipt, despite the state of the item supposedly being noted right from the day of receipt. Wierd!

So to then state that my claims are contradictory... I'm speechless.

Like I said, I do have copies of all those emails still, so I'd be more than happy to post them as proof if, for some reason, you still believe I'm being "sensationalist".

not dismiss their opinion, but to explain where they are misguided for them and the user's viewing this publicly.

I have to say, this really ticked me off. Since the beginning of this whole fiasco, Scan reps have continously dismissed points I've made again and again. I assure you, I would have stopped posting/emailing long ago if the points I'd raised were addressed right from the off rather than leaving me to repeat myself over and over again. The vast number of emails exchanged between myself and Wesley after I sent in my letter of complaint, and before the RMA was resolved, are a prime example of what I mean.

Any emails/posts complainging about the CS are almost invariably replied to with something to simply re-affirm Scan's position of not offering a refund. Nothing to indicate that Scan have even considered my points, and clearly nothing to indicate why they may disagree.

Like I said, if Scan had just taken the time to acknowledge my points from the beginning, and, considering they feel I am mistaken, explain why this is, then this whole situation would have had a much more positive outcome for Scan (and for me, as I wouldn't have had to waste my time repeating myself, complaining on forums etc...).

I've stated all my problems with Scan's service. I even made a nice clear list here:

-The excessive delays (before I started sending letters and flaming forums...)

-How none of my complaints were acknowledged

-How points I brought up were continually ignored, with Scan instead replying consistently with responses that simply re-affirmed their position on the issue

-Lack of communicaton on the nature of the RMA request (so maybe informing me before arranging collection/testing etc that it would not be a very clear-cut situation, possible engineers would disagree on severity of the issue etc...)

-The whole mess with the offer of a refund conditional on the item being re-stockable (so them failing to inform me upon receipt the item was damaged, their contradictions on the condition being noted etc, how the packaging of most of the items I had received from them had been in a pretty poor state anyway...)

-Refusal to test as I requested, but willing to charge for it

-Length of downtime as a result of delays

I knew at the time my complaints were likely to remain largely unanswered, but at least I've gotten my feedback on what I feel was incredibly poor service out there. And considering the responses of some Scan reps, I am certain I really should not bother to continue shopping at Scan and will advise friends/family of the same.

Wesley did apologise, which is most admirable I'm sure, but it doesn't really address any of the issues.

I do have a way to get my money back now, as Wesley mentioned, and as I've vented WRT the horrendous service at Scan (coupled with the fact that I can tell peterb is clearly keen to let this thread die ), I don't mind if this thread is locked.

[Chris P]

AD-15

Hate to sound rude, but this is garbage!

I'm quoting what you have written and I'm talking " garbage " - Think about that for a second dude.

I did receive an email saying payment had failed after calling to investigate the latest of many delays

.

You didn't, you did, - I don't really understand what you mean any more. But what I was saying is if you did receive the declined payment e-mail, then why did you say you didn't?

Plus I have never said you received another payment declined e-mail, only that you received one on the 24th June, when you claim you didn't know what was going on.

I don't really think you know what you are posting and you do consistently contradict yourself as I've shown but still fail to see this, so I'm just not going to post any further as we are just going around and around.

If you never order from SCAN, this is your choice to make.

Best Regards

[peterb]

<---snip

I don't mind if this thread is locked.

<---snip

I'm just not going to post any further as we are just going around and around.

If you never order from SCAN, this is your choice to make.

Best Regards

Think that says it all from both parties. (The full context from which those quotes were taken may be seen in the relevant posts)