SCAN 3XS Systems Support
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As emails do not seem to work I feel the need to post on a public forum about my experience ordering a PC from Scan. Sadly I do not feel I have received at least two of the three 'S'.
It started February 22nd when I ordered a lovely custom PC, using my company credit card.
I then received a call from Scan advising me that the payment did not go through - this was my credit card firm being over-cautious, i.e. not Scan's fault at all. I told Scan I would make a bank transfer immediately, and was told to use the order reference number on my payment - I did this straight away.
I then sat back and looked forward to getting my PC...
I got two automated emails that day, as if I'd just ordered boxed product.
A bit later that day I got an email saying my order was being checked to see if all items were in stock (they would get back to me if there were any issues) and that delivery could take up to 10 working days.
At the same time I received another email about the motherboard chipset SATA issues, showing two ways Scan were approaching it but not asking which way I would prefer. I responded immediately stating my preference.
The next day I get another automated order update email, but this time with a different invoice reference.
The following day (Feb 24th) I get another email again saying my order was being checked to see if all items were in stock (they would get back to me if there were any issues) and that delivery could take up to 10 working days. This had a different query reference from the identical email received 2 days earlier.
A day later I get another automated invoice status update email, using the original reference, saying that the order had been picked and was awaiting dispatch (which it obviously wasn't).
At some point (sorry; did not note the date) I got a missed call from Scan, asking to call them back - which I did and had to leave a voicemail as there was no answer. Apparently the person I called does not like voicemail and (when I finally spoke to him) said email was best.
I next chased the PC (via email) on the 7th March, nearly 2 weeks from the order date and I was told that they were awaiting confirmation from their accounts department that payment had been made. Seeing as I used the payment reference they suggested, and had made payment straight away, this surprised me somewhat. I told them this (again, by email) and asked if it was going to delay things, but received no response.
I sent another email on 9th March again asking for an update. This appeared to trigger an automated email stating that, after the order was placed on the 23rd Feb, payment had been authorised on the 9th March.
I still had not received a build reference etc. at this stage, nor any personal email from Scan to make me feel any better about the whole process.
I sent an email asking for a progress update (and stating that as I did not have a build number etc. I could not check myself) on the 11th March.
As I did not get any response (yet again) I sent another email on the 14th March, which spelled it out that I certainly had not received the 3XS service I had expected.
This seemed to prompt an automated email on the 15th March which finally provided a build reference, and said my system should be built on the 22nd March (and they would contact me if an earlier slot came up).
It also said that if there were issues with components they would be in touch, and that it should be ready on the 25th (today).
As I had not heard anything (and the online progress tracker showed it was 'stuck' on the 'build' step) I emailed on the 24th asking for confirmation that the PC would indeed be ready as promised (today).
Surprisingly I did not get a response.
I am sorry for this long-winded rant, but I am pretty fed up to be honest. At no stage has anyone apologised, or offered anything to make up for the way this has been handled.
I appreciate that things do go wrong, and delays are experienced, but it is how you handle these things that matters.
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