lol yep no delivery today

[Tonyd]

Ok was promised delivery of my system today
waited in all day to be told by the courier that it will be tomorrow and that they get 3days to delivery the computer
yet earlier today i contacted scan to confirm it would be today as i had not received a call and was assured it was out for delivery today

so much for customer support

[Philipp]

Tonyd,

Can you please email me your invoice number to philipp@scan.co.uk

I will look into this right away and respond.

Best Regards

[Tonyd]

Email with invoice number sent

[Ben @ Scan]

Hi Tony

We are sorry you have had another days delay with the system being delivered and I have discussed this with the onsite company to see if there is anyway they can push it through today, they have come back to me and unfortunately they wont have anyone in the area till tomorrow but promise they will take the system to you first thing in the morning

Regards

Ben

[Tonyd]

I am sad to say the way this order has been handled leaves much to be desired

My intentions are to acquire a second workstation in the early part of 2011

you say on your web that it's not that problems arise its how you handle them

the way this has been handled leaves much to be desired

Promised call backs ever happen being told the system is being delivered by your employees earlier in the day then the courier saying they had only picked it up in the back of their car ??? by chance on friday and they hadnt planned on delivering it on the day i was given

will I consider Scan for my second system I doubt it very much

[Ben @ Scan]

Hi Tonyd

We apologise that the engineer couldn’t make it yesterday as he was delayed on another job, this unfortunately was unavoidable but I have spoken with the engineer and he did contact and confirm this with you as soon as he was aware of this

We have introduced this new service to look after the delivery of our customer’s 3XS systems as we have had systems go missing and getting damaged in transit which in turn causes more frustration and even further delays

The delivery of your 3XS systems can take a few days as our systems are delivered by our onsite company as a personal delivery so yes it may well be an engineer delivering the system in his car as this type of personal delivery guarantees the system arrives in one piece instead of the previous courier we were using in the past, the onsite team will call and confirm a date and a rough eta for the delivery/setup so that you don’t have to take any un-necessary time off work.

The alternate shipping method of next day couriers we are now trying to avoid due to the issues in the past and as this is a new service we have introduced for our system deliveries it is still in its teething stage so to speak and will get better with time

Once again please accept our apologies for the days delay and we hope that when you do get the system today you are satisfied with the build quality etc and do order another system off us in 2011

The delays in calling you back were due to my department being short staffed, we are now fully staffed and should you require any after sales support please don’t hesitate to call us on the support lines, we have answer machines setup on both lines so if you can’t get through if we are on calls please leave a message and we will call you back

Regards

Ben Smith
3XS Systems Support Manager