Disappointed in Delivery Times

[jsurry]

Hi there,

I've spoken to Phil several times since ordering but I am still confused, and slightly frustrated, as to the length of time my order is taking to arrive.

I ordered a system on the 9th of January, and on the website was told the system would be ready within 10 working days. I also rang customer support the following week, who confirmed with me that the order would be ready on the 21st.

However, then on 20th I receive an email stating that my system would commence building on the 25th, and be ready for dispatch on the 28th. On the 28th itself, I received another email saying that the system had only just started being built.

I rang Phil this morning to request a change in a case, which I know would cause a slight delay (though surely that can't take more than a few hours?), and was now told that my computer would not be with me until next week (7th/8th).

While I'm aware that you've probably been quite busy following the Christmas period, I'm just a bit disappointed that it's taking so long - after seeing on the website that it should only take 10 working days, I sold my old system to fund this purchase - but I wouldn't have done so had I known I'd have been computerless for a month! I'm a student as well as a part time designer and the delay in this system arriving has meant I've had to push back lots of work by several weeks and it's all just getting ridiculous. Apologies for the slight rant, but as you can imagine it's all getting quite frustrating and I just want to know why it will take another week for me to get my computer!

Thanks,

James

[jsurry]

Have spoken to Phil today and sorted this out.

[nick_h]

Pretty interested in this thread. Currently selling junk to raise the funds for a new system. After 20 years of building my own i've decided sod it i'll let someone else do the work.

I'm going to be spending around £1500.

I dont care if the System build takes a month but nothing boils the old #### more than the feeling that someone is telling you porkies :-)

If I order a system next week am I going to get it within 10 days or am I going to be waiting a month. I dont want a scenerio like jsurry above when it's promised one day then the next then the next....

I want to know. I can take it !! ( with a little bit of sniveling perhaps ) :-)

edited to say a month is fine. Even longer is fine. As long as I know from the outset.

[dewidaniels]

Scan have been very busy lately. My salesman (Lee Horan) told me they had a rush before Christmas, and another rush to beat the VAT increase.

I ordered my 3XS system on 20 January and was warned it would take 14 business days rather than the normal 10 business days. I've received an email to say it's been booked in to be built today (fingers crossed) and that they are hoping to have my system ready by 9 February. which will be exactly 14 business days (20 calendar days) from placing my order.

I'm sure it'll be well worth the wait. I'm really looking forward to seeing it, as I've read so many magazine reviews praising the quality of Scan's builds. The best part was being able to specify exactly the components that I wanted, so hopefully it'll be the ideal balance between performance and quiet operation (not to mention good looks) for my individual needs.

[Mossy]

Lee is correct build times have raised and delays due to these reasons have occured but we need to keep to our usualy high standards no cutting corners as we pride ourselves in quality of products and service to which I know most will understand.

Systems will not leave our workshop if we are not happy with the quality of build and stabilty of the machine we would rather delay and get it right than ship shoddy workmanship.

Best Regards

[dewidaniels]

Systems will not leave our workshop wif we are not happy with the quality of build and stabilty of the machine we would rather delay and get it right than ship shoddy workmanship.

I'm very glad that's your philosophy

[dewidaniels]

Slightly off-topic I know, but is there any chance that photos of my build could be posted to the Custom Build Pictures sub-forum? I know that the build team is very busy, but it would make me very happy

[NeilP]

I'm waiting on system that was passed to delivery team last friday (28 Jan).
Build Number: *****, Invoice Number: *******.
It go delayed because of the Sandybridge issue, but that was resolved a couple of days ago.
I'm hoping it will be shipped for delivery tomorrow but I've not heard anything.

[Indi]

I really wised I had read this forum before I ordered my PC. I know it says upto 10 days, but reading some of the posts on here, its more like 20 days or more. All I have had from scan was an email 7 days a go saying: Thank you for placing your 3XS system order with Scan Computers.

Your paperwork for the 3XS system on order has now been passed to my department, and we are checking the whole order to make sure there is nothing out of stock that might delay the build of your system.

Please note the delivery time may be up to 10 working days. We will endeavor to build the system and have it dispatched as soon as possible.

We will let you know once we have checked the order of any stock issues and also advise when the system will be built and made available for dispatch.

My Invoice Number: E******which is 569 units behind yours.

Have sent Email...no reply

Have Phoned got the will call you back Sir...Guess what!!

All I want is a bit of communication telling me yes we are on schedule to building your rig or sorry its going to take a bit longer.

[Philipp]

Hi Guys,

Sorry for any frustration caused by current lead times and delayed replies, we are currently struggling as you can imagine due to the below issue;

http://www.scan.co.uk/shops/intel/news

Everyone will have updates by end of play tomorrow.

Best Regards

[Mossy]

Hi there,

I've spoken to Phil several times since ordering but I am still confused, and slightly frustrated, as to the length of time my order is taking to arrive.

I ordered a system on the 9th of January, and on the website was told the system would be ready within 10 working days. I also rang customer support the following week, who confirmed with me that the order would be ready on the 21st.

However, then on 20th I receive an email stating that my system would commence building on the 25th, and be ready for dispatch on the 28th. On the 28th itself, I received another email saying that the system had only just started being built.

I rang Phil this morning to request a change in a case, which I know would cause a slight delay (though surely that can't take more than a few hours?), and was now told that my computer would not be with me until next week (7th/8th).

While I'm aware that you've probably been quite busy following the Christmas period, I'm just a bit disappointed that it's taking so long - after seeing on the website that it should only take 10 working days, I sold my old system to fund this purchase - but I wouldn't have done so had I known I'd have been computerless for a month! I'm a student as well as a part time designer and the delay in this system arriving has meant I've had to push back lots of work by several weeks and it's all just getting ridiculous. Apologies for the slight rant, but as you can imagine it's all getting quite frustrating and I just want to know why it will take another week for me to get my computer!

Thanks,

James

I apologise in the delay becuase of the recent Sandy Bridge Issues and popular demand of our 3XS systems it has been a very busy month. All our systems are booked in to be built in a certain time slot, I hope you can understand if you ask us to change your case after we have built the PC it will take more time and money to accomodate this and maybe delaying someones elses build to meet your request but we made the changes for you.

Philip is aware of this thread he will contact you in good time to keep you informed.

Regards

[Philipp]

I'm waiting on system that was passed to delivery team last friday (28 Jan).
Build Number: 32414, Invoice Number: E1585659.
It go delayed because of the Sandybridge issue, but that was resolved a couple of days ago.
I'm hoping it will be shipped for delivery tomorrow but I've not heard anything.

Hello Neil,

I believe this issue has now been resolved, your system was delayed so we could contact you in regards to the sandy bridge issue rather than just ship the system.

Best Regards

[Philipp]

Slightly off-topic I know, but is there any chance that photos of my build could be posted to the Custom Build Pictures sub-forum? I know that the build team is very busy, but it would make me very happy

Not a problem, please email me your invoice number.

philipp@scan.co.uk

Best Regards

[NeilP]

Hello Neil,

I believe this issue has now been resolved, your system was delayed so we could contact you in regards to the sandy bridge issue rather than just ship the system.

Best Regards

Hi Phillip,
I've got to disagree with what you have been told.
I sent an email a couple of days previously saying that I was happy to have system shipped then and swap motherboard myself when available - NO REPLY
I emailed at 7am today asking for confirmation that system had shipped - NO REPLY
I posted a message her at 12pm today - CALLED <30 MINS LATER!

In hindsight I should have posted here a few days ago.

Can I suggest a couple of things.

DON'T advertise items as 'Default Specification - Ready to Ship' when they aren't.
DON'T offer Saturday delivery as an option if it is not. I only found out today that I can't get a
Saturday delivery for my computer, despite choosing it as an option when ordering.
GIVE FEEDBACK - have someone acknowledge messages asap, even if it is automated.
DON'T have someone tell me that my problem wouldn't happen if I had phoned instead of using your web site.

thanks
Neil

[Indi]

Update from my previous post.

Philip phoned me on Friday after my request for some communication from my above post.
he explanded That scan are a day or 2 behind thier build schedule due to the sandy bridge issue, which I had a good idea that was the course, but the lack of communication can be a bit frustrating after you have payed a small fortune for your dream rig.

Thanks philip for your clearing up my issues.

And I know when my Rig arrives it will be to the high standards scan is known for.

[jsurry]

So an update - the system ended up going through really quickly - cheers Phillip, much looking forward to it.

As I think some posters mentinoed above, I think in the future you should update the site to include more realistic delivery times, like a "Current Delay" or something. Waiting that long isn't a problem as long as people know - it's constantly finding out it will be "that bit longer" that can be a bit frustrating.

Which is exactly the case I'm not finding myself in with Netsolve. Build was finished Thursday (the 3rd), got an email through confirming that it was ready to shipped, and that I'd hear from Netsolve. Hadn't heard anything from Netsolve, so after getting Scan to give them a nudge, Paul from Netsolve told me that it would be picked up on Tuesday and I'd hear from the engineer on Monday to sort out the delivery time.

It's now tuesday night and I've yet to hear from the engineer - I've rang Netsolve a couple of times over the last few times and have been told different or conflicting things, and after finally receiving an email this afternoon that my system had been collected I was told I'd have to wait another 24 hours to receive an email from the engineer. All in all, the delivery seems like it will have taken another whole week, when Scan had told me that it would be no longer than 3 working days. Again, I wouldn't mind, just as long as I knew when it was actually going to come. The whole in-house delivery aspect of Netsolve just seems a bit confusing, as almost no one seems to know what's going on at all apart from the engineer himself, who is uncontactable!