Delivery times - extremely disappointed

[Stiv]

Looks like I should have read these forums before I ordered!

I ordered an overclocked rig from Scan, having been extremely impressed with their service in the past, on the 14th of March. I placed the order via telephone in order that I could confirm the 10 day delivery quoted on the website. This all went well, and the money was taken from the credit card with no problems.

I next received an email on the same day stating that the order was being checked to make sure that nothing was out of stock which may delay the build and that the delivery time may be up to ten working days. No problems there – that was what I was expecting!

The next communication was on the 17th. Unfortunately this one said that it was booked in for build on the 25th. Oops. That should have been when it was being delivered. Apparently there were a few stock issues, but hopefully the system would be ready on the 30th of March. Ah well, such is life. Unfortunately the build did not progress at all on the online tracker, so I emailed on the 28th for an update. The response, received on the 29th, stated that the machine was only going into build on that day! What? First I’ve heard of it… Oh, there’s been a problem with the case. Scan kindly upgraded it to another case at no cost to me, but unfortunately there was communication to let me know that the build was delayed.

So 12 working days after the initial order, the system was finally in for build. After chasing again on the 31st, I received a call from Phil. I asked whether or not I might be able to get the PC the following Tuesday (5th of April) as I would be working from home and it would the ideal time to take delivery. Phil didn’t make any concrete promises, but was pretty sure that this would probably be fine. The courier company Netsolve normally does a run to London on a Tuesday, so I should be right on their route. Of course, an evening delivery could also be arranged as Netsolve are very flexible.

Everything goes pretty much according to plan with the build, and a week later at 10:20am on the 4th of April I receive an email stating that all the tests and the QC have been completed and the system is being passed to the despatch team who will contact me by telephone to arrange a delivery time. OK, so no delivery on the Tuesday, but after waiting 16 working days at last there is light at the end of the tunnel. Fantastic!

A day later and I receive an email from Netsolve to say that they will be collecting the system from Scan within the next 24 working hours. Eh? What does that mean? Is that another three working days? A reply asking for clarification gets no response. Hmmmm.

Another day goes by and this morning (7th of April), I phone Scan directly. Unfortunately they can’t tell me anything. But they’ll get Netsolve to call me. Two and a half hours later and no return call, I call Scan again. I leave a message for Phil to call me back, and this time they give me a number to call Netsolve, which goes directly to voicemail. Another email arrives to say that my system was only collected last night from Scan. Of course, the delivery could take another few working days…

So I am now 19 working days into the process and still no closer to having a rig delivered. And I still have not received my return calls from either Scan or Netsolve.

Build number: 32903

[purpleom]

I'm in the same boat Stiv, netsolve collected my pc from scan on Monday evening. I think I received the email saying they would collect in the next 24hrs on Friday. I was hoping for a delivery this week but that looks like it will not happen. I'm in London and as you mentioned Tuesday I will cross fingers for a delivery then. I called Netsolve but the chap couldn't help me, said he would call me back with info but that was hours ago. Still no call.
It's not waiting that bothers me, it's that they cannot give you a call or email with a due date.
Is that so hard to achieve?
Okay collecting Monday 4th from scan, london address, won't go tommorrow. Call guy and tell him following Tuesday.
That's what I call service. Scan's service is 2nd to none, but Netsolve are dropping the ball.
Fumble.

Build reference: - 32894

ps: I was annoying a work collegue today, the song by Dire Straits "money for nothing" came on the radio.. @ start when the guy sings "I want my MTV".. I was changing mtv for 'scan pccccccccc'

Bonkers

[Stiv]

Bonkers is right! I feel your pain, though. On the plus side, I received a phone call from Phil who is trying to get in contact with Netsolve to discuss these issues. Hopefully there'll be a resolution sooner rather than later. Fingers crossed.

[Stiv]

Well, things are moving at a rate of knots now! Got three calls from Phil, two from Netsolve and an email from the tech to say that my box will be with me before 10am Sat. Nice.

Thanks Phil, hopefully no problems from here on in.

[purpleom]

Ditto Stiv, same here, received call,. delivered today (sat) morning. Very happy.

[Stiv]

Well, PC arrived on Saturday moring 9am, and it's a bit of a beast! Many thanks to Phil for getting things sorted out, the PC is even better than I was expecting! Built to the highest standards, solid as a rock too.

[Ben @ Scan]

Hi Guys

We are pleased you have now got your systems and if you have any issues please contact us through the query allocated to your system order

Regards

Ben