Disappointed in Delivery Times

[Indi]

Well got email on Friday at 13:23 telling me my system had passed all test and was being handed over to their delivery team, cool. Got an email today from a guy named Paul from netsolve informing me that they would be picking up my system within the next 24 WORK hours (3 days). thats not delivery.

Why so long??...If I ordered a new HD from Scan it would be here next day. From my experience and what I have ready on this forum it is 10 working days then you got to add on the 3 days for it to be picked up then delivery. This up to 10 working days is misleading as you think your system would be humming next to you. It should state 15 working days. IT would not have mattered I would have still ordered but I would not have been sitting on the edge of the chair thinking only 10 day.

[sarukaizoku]

Also in the same boat as regards delivery following a lengthy wait already.

My 3XS system with specified changes was ordered on the 11th January, at which point I was sent a confirmation email saying it could take up to 10 days. The next contact I received was on the 20th January detailing that there were items out of stock which could be resolved quickly and that it was booked in to build on the 31st January (already well over 10 days by this time).

After this I wasn't called up regarding the Sandybridge motherboard issues and rang up myself requesting a change, it being the 4th of February now. From here the ball seemed to be rolling quite quickly in comparison to the intervening period and it was built by the 11th February. But now the delivery problems are occurring.

I have contacted Scan myself at all these times with automated emails the only contact directly from them, no phonecalls and one email from Lee regarding the motherboard change. Earlier today I have called regarding the delivery from Netsolve where I should have been contacted by them not the other way around. I too have received the email from Paul & have been told by Scan that Netsolve have the system and that he will be in contact asap.

Asap should be the case for a system that has been ordered over a month ago. I believe waiting patiently and asking reasonably is a courteous way of dealing with this, then to ask for this back in return and to be informed of what is going on after spending a large amount of money is an absolute.

[dewidaniels]

I'm also in the same boat.

I ordered my 3XS system on 20 January. I was given a build date of 4 February. I phoned Scan on 11 February to find out what was happening, and was told they were investigating a problem with my build (either a faulty RAID card or an incompatibility with the motherboard).

[sarukaizoku]

Sitting on the edge of the chair analogy is a good one. Tapping your feet, strumming your banjo, inventing clean green technology, deducing the meaning of life

I'd like these delivery issues sorted as I bet the build itself will be a banger; its the frustration of not knowing when to expect it, I think the customer service here experiencing it currently could be better.

[Mossy]

Also in the same boat as regards delivery following a lengthy wait already.

My 3XS system with specified changes was ordered on the 11th January, at which point I was sent a confirmation email saying it could take up to 10 days. The next contact I received was on the 20th January detailing that there were items out of stock which could be resolved quickly and that it was booked in to build on the 31st January (already well over 10 days by this time).

After this I wasn't called up regarding the Sandybridge motherboard issues and rang up myself requesting a change, it being the 4th of February now. From here the ball seemed to be rolling quite quickly in comparison to the intervening period and it was built by the 11th February. But now the delivery problems are occurring.

I have contacted Scan myself at all these times with automated emails the only contact directly from them, no phonecalls and one email from Lee regarding the motherboard change. Earlier today I have called regarding the delivery from Netsolve where I should have been contacted by them not the other way around. I too have received the email from Paul & have been told by Scan that Netsolve have the system and that he will be in contact asap.

Asap should be the case for a system that has been ordered over a month ago. I believe waiting patiently and asking reasonably is a courteous way of dealing with this, then to ask for this back in return and to be informed of what is going on after spending a large amount of money is an absolute.

I am sorry about the delay Netsolve have tried calling you but you have not been answering, he left a message yesterday, he was here today and I asked him if he had called and he showed me the call list on his phone. He said he would call you again today he also mentioned he had emailed you with no response.

Regards

[sarukaizoku]

No messages left on my phone and no calls registered on my call list as far as I can see on this end. I did get an email which just told me he would call me.

I've contacted Paul on a mobile number given to me by a Scan representative when I called yesterday, had a chat and he is now arranging a delivery for potentially Friday pending a driver in the area.

[Indi]

Well the last email i got from scan stated my system was dispatched on the 11/02/11. I have had no contact from the delivery company. Have emailed Philipp but not had any answers yet!. Fingers X might get it for next week or the week after whos knows.....

[Mossy]

Well the last email i got from scan stated my system was dispatched on the 11/02/11. I have had no contact from the delivery company. Have emailed Philipp but not had any answers yet!. Fingers X might get it for next week or the week after whos knows.....

Whats your invoice number please and I can check for you.

Regards

[Indi]

Thanks Paul E1586228

[Chris P]

What we are trying to achieve...

1) No claims and damages
2) Personalised services for £35
3) Differentiate as no one does this home delivery
4) Setup and Fix.

The service does take longer but since using Netsolve to delivery all 3XS systems we have had Zero Dead on Arrivals! This has saved us a lot of time on the repairs side and no claims.

Best Regards

[Indi]

Update
Got my system on Thursday & I have been installing stuff and runing test, I am very happy with the build quality and I can't Belive how quite it is AWSOME...

All I would say to Scan is review your Delivery dates to included netsolves 3 days so us as customers know that it could be 13 working days before we take delivery of our new systems. Also you need to be a bit more pro-active with the communications when a system is going to be delayed.

All in all I am chuffed to bits with my system.

[nick_h]

Update
Got my system on Thursday & I have been installing stuff and runing test, I am very happy with the build quality and I can't Belive how quite it is AWSOME...

All I would say to Scan is review your Delivery dates to included netsolves 3 days so us as customers know that it could be 13 working days before we take delivery of our new systems. Also you need to be a bit more pro-active with the communications when a system is going to be delayed.

All in all I am chuffed to bits with my system.

Excellent news ! :-) Well done Scan team !

[neillyp]

Nervous now. I've read quite a few extended stories on the web regarding vague delivery times from Scan. When i ordered my 3XS Vengeance system, it was advertised as "Default Specificataion; Ready to ship". The email verification for my order (03/02) confirmed the delivery date as the next day (04/02). I took the day of work at very short notice to find the next morning that they can't honour what the website promised and notice of next day delivery is "standard", no, it's misleading.

Anyway, my "Default Specification: Ready to Ship" system starts being built after 13 working days (21/02 - and a bit of back and forth re the Sandy Bridge chipset problem.) and is ready to ship by 23/02. This is progress at a rate of knots and I'm impressed how quickly the engineers completed this once building commenced.

Now I'm left reading umpteen horror stories of people waiting days for delivery of their systems. I've booked the day off work tomorrow and Friday as my System Build Tracker "Promised" despatch on 23/02 but I suppose I'll need to wait and see. I'm not going to hold my breath.

Yours

Mr Impatient

Edit: I'm also not keen on someone coming into my house to "set up" my new PC. I'd much prefer to do that myself.

[Ben @ Scan]

Hi Guys

Sorry for any confusion with the system delivery emails

We had an issue where the automated DPD email was being sent out a few system customers by mistake but this has now been fixed, we are sorry for any confusion this has caused

Scan 3XS Systems are delivered by Netsolve Services Ltd, they are not a courier service they are fully trained onsite engineers who will (if required) set the system up for you when it is delivered

We advise that you do take advantage of this service as they are trained to resolve any issues that may arise when a system is delivered

They will open the case and remove all internal antistatic bubble wrap and make sure that your new system starts ok and goes to the windows screen

As they are engineers and not a standard courier the service can sometimes take longer depending on your location but you are guaranteed to get the system in good working condition, this cannot be guaranteed by a standard courier

Netsolve will call and introduce themselves once we have confirmed that the system will be ready to collect the following day, they will collect the system from here and contact and arrange a time that they can deliver the system, they can deliver to an alternate or works address but will need to see proof of ID for this ie a Driving licence /Passport

We have also not found a courier who will fully insure your system for loss or damage but Netsolve will

Delays with the build and despatch on systems recently are mainly down to the issues with the new Intel Chipset and this has not only affected Scan but has affected every other PC company worldwide

We are working everyday to improving our services to our customer and appreciate that you have had some delays and appreciate your understanding and patience

Regards

Ben

3XS Systems Support Manager

[Riker13]

Invoice number: - 1788753

Well I ordered my System on the 24th Jan and last week it was built, I received an email from Netsolve on Friday 18/02/11 saying that in the next 24 working hours they would collect it, it was collected yesterday 22/02/11.

So now I am playing the waiting game for Netsolve.

I have been a customer with Scan for a while and I do find them very efficient and will most likely be buying items from them for some time (Unless they upset me of course).

Its a month since I first ordered my machine which I think is a little long but with luck hopefully Netsolve will contact me soon with a delivery date.

I will update as and when.

If Scan are watching a nudge to Netsolve will be nice

Regards

Riker13

Update: Just had an email from Reg (Netsolve) after emailing him this morning (24th Feb), PC will arrive on Monday the 28th Feb, so thats 26 working days from ordering not 10-14 days as Scan said when I first called them, well as long as the PC is outstanding and gives me no problems for at least 3 years I will be happy.

[dewidaniels]

My 3XS system arrived this afternoon. First impressions are very favourable: it's well assembled, with very neat cabling, and it's very quiet.

The only teething problem I have is that I've installed Windows Server Standard 2008 R2, and I can't find any Windows Server 2008 R2 drivers for the Intel LAN port on the motherboard. I'll try installing an old 10/100 Ethernet NIC tomorrow just to get a basic network connection up and running.

My timeline was: system ordered 20 January 2011, build started 5 February 2011, build completed 16 February 2011, system delivered 24 February 2011. That's 25 working days from ordering to delivery. The system was well worth the wait, however.