SCAN 3XS Systems Support
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Another Disgruntled Buyer! edit: SYSTEM IN HAND!
OK, it became clear a while ago to me that there were going to be issues with this process so I started keeping a diary. Enjoy!
05/03
Received phone call from sales responding to my sales questions about DAW systems and delivery (needing refund as web front end adds the standard delivery for 3xs systems on top of the Netsolve charge). Also asked if it was ok to have drive parititioned etc. Happy with sales guy calling me back after my query and answered my questions. I checked that Netsolve would be flexible with delivery time and even do evening deliveries. Response was that they'll call me and sort it all out.
07/03
Placed order.
09/03
Email from "philip p" about system build.
14/03
Replied to email from philip p (address is the queries scan email alias though) with build requests for partitioned main drive.
17/03
Email from Kerry stating build is booked in.
18/03 (approx)
With no response to my email, I sent the same details about drive partition requirements this time through the web front end.
26/03
Receive email saying system is being built, huzzah! Happy to accept the delay up to this point due to stock shortages.
27/03
Try to call 3xs build team to check if they are partitioning my drive, but no answer.
28/03 (morning)
Try getting in touch with ANYONE at Scan, so choose customer services/general. I request a callback from build team as I need to get this resolved before software install.
28/03 (afternoon)
Email saying software is being installed (stage 5). No callback so I try again. No response when I try to get transferred to build team. I feel sorry for the guy on the end of the phone here as I really talked some c**p to him and he said he was new.
Check the forums, seems some people are getting responses and help from a Scan admin there. I register. Activate my account but then can't post because me account needs to be approved.
29/03
Emails for QC and 24 hr burn in (stage 6+7) Still no callback. Seeing as we're at the end of the build process I'd love to confirm whether my request has been actioned. Try to call customer services again. Think I may have had the same new guy as yesterday. Request to speak to complaints department.
He starts to put me through to build team. I request to speak to complaints again only to be told the person that deals with complaints is out of the office today. I request a callback and joke that it's probably not likely I'll get that tomorrow. He tries to put me through to the build team. No answer.
He states he'll keep pestering them to call me.
Account on forums still not activated, so still can't ask for support on there where people seem to be getting action.
30/03
Still no call back, no email progressing beyond QC (despite ETA yesterday was 1 day away) and still can't post on the Hexus forum.
30/03 ~7.30pm
Finally get a call back. Allegedly the guy that deals with the emails wasn't in the office for the last few days. Yes they got my email and he was going to go and check that my system was configured as I requested. Email received later that evening confirming PC set up correctly. Service on the phone was great, thank you.
Just a pity no one seemed to be checking the emails in the guys absence.
01/04
Email stating awaiting despatch. Why did that take two days from call from support?
01/04 17:41
Email from netsolve saying they will be picking my order up in the next 24 working hours and will then contact me for delivery. 24 working hours? Does this translate to 3 working days or 1 working day?
Out of curiosity I check out their website. For a computer company this is one shocking looking abuse of the internet. What is with the word art banner? The apparant text hyperlinks at the bottom of the page that turn out to be a graphic?
www(dot)netsolveservices(dot)ltd(dot)uk
05/04
Email from Scan stating 3XS system has been picked up for delivery last night... Expecting call from Netsolve today then.
07/04
It's now been 1 month since my order. Emailed the address given by Scan on Apr 5th for Netsolve. I included my mobile phone number and asked to be contacted. Given that my first contact from Netsolve was Apr 1st, I'm beginning to think this is an April Fool's joke.
Checked the forums, seems several other people are having problems with Netsolve. I don't need to post links as I'm sure you've seen the threads already.
I decide to post my own experiences, but get a message saying my account is still not enabled! I signed up Mar 28th. Emailed forums(at)hexus(dot)net asking why I can't post.
08/04
There's an email waiting for me when I check in the morning from Reg @ netsolve (sent at 10.30 the night before).
No apologies, no choice of date.We will be delivering your PC on Wednesday 13/04/2011. Unfortunately I cannot give you a time, but will call when on route to you. We can deliver to an alternative local address if required.
PLEASE CONFIRM VIA EMAIL THAT THIS IS CONVENIENT FOR YOU.
Had the PC been delivered the week before I could have arranged working from home to take delivery. As it is, the week 11-15 Apr I'm onsite and so this is not an option.
They are also meant to set the PC up and ensure it's all setup correctly. How they will do this delivering to an alternative local address (such as work) I don't know. Imagine the case of someone wanting a home PC and not knowing how to set it up, where they were happy to have an engineer come in and plug in all the cables so they wouldn't have to? Yes, great plan... Deliver to an alternative address only have to unplug everything and do it yourself when you get home.
My response to Reg:
Still can't post on Hexus forum. Try the alternative verification link from the joining email. "Your account has been activated but you are currently in the moderation queue to be added to the forum."Unfortunately I am working onsite next week and as such will not be able to take delivery of the PC during normal working hours.
However, if you can schedule an evening delivery I should be available.
Are you unable to phone me on the number I provided in my previous email? I would feel more comfortable arranging delivery via telephone and then confirming arrangements via a follow up email.
Give up and try creating a new account on a different address. Success, Stomski2 is born!
I was told by Scan sales team before I ordered that Netsolve would be flexible with delivery times and that's why I was happy to take the extra hit on delivery. For £35 I expect the system to be delivered by THE frickin' A-TEAM, and none of that remake rubbish from last year, I'm talking Dirk Benedict driving up in Face's Corvette and nothing less. Afterwards we'd go hang out and chat up the ladies as only Face-man can... It'd be fun.
Some important questions -
1. Why are SCAN so good at making callbacks/communication before the sale is made, but then seemingly bad at callbacks afterwards? I received no callbacks for days re. my build and didn't even receive the callback I requested from the COMPLAINTS handler of all people.
2. Why does it have to reach the point of making a complaint in public forum before things get actioned properly?
3. Why has there been no explanation of why this mess has been happening? Is there a problem at Netsolve? Is there a problem at SCAN? Why was no one making sure customer contact was taken care of whilst Phil was out of the office?
4. What is SCAN going to do to make up for this debacle? It's clear I'm not the only one having problems.
Will send invoice number to Chris P on the forum seeing as he'll probably ask for it.
edit: Or at least I would do but my account doesn't have PM privileges yet.
Reply With Quote
Seems to be appropriate for the communication problems I had.
for the whole situation.
Originally Posted by Stomski2
