Service!!

[Ragma]

Ok,

having read through a few of the topics on this forum I have noticed a bit of a pattern forming and whilst I am hoping that once I actually have my 3XS system I will be as happy as the other customers I am currently a gnats chuff away from cancelling my order and asking for my £2k back.

Build # 33335 was ordered on the 19th April 2011 payment was authorised the same day.
I then waited until the 27 April for a response which told me a build date had been booked however some parts were out of stock and may delay the start. Ok I ordered the system over what seems to have been a busy holiday period, Im not a rocket scientist but I came to that conclusion and gave the benefit of doubt, letting things progress without correspondance.

As of the 7 May the automated tracker still suggested my system was awaiting parts so I sent an telephoned the number on the website to see if I could get an update, cant remember the name of the person I spoke to however after being told my system was actually being built and not awaiting parts as the tracker suggested I was left feeling the employee couldnt get off the telephone any quicker. I emailed Kerry from Scan Computers to again confirm what had been said to me on the phone, this was sent on the 7 May.

Monday 9 May comes and on return from work I am welcomed by an automated email stating my system is at stage 3 / 10, ok things seem to be on the up so although not entirely satisfied with the feedback I havent been given at least my systems being built. I also recieve a phonecall to say the PSU needs to be changed which is squared away easily.

Everything then seems to progress nicely until my system hits stage 6 with an estimated delivery of 2 days I make that around 13 May although I understand at that point it doesnt mean I will have my system as I still have to wait for an engineer slot.

So I wait for my tracker to move on from stage 6 and am still waiting no phonecall no email, nothing to say why, what, when, nothing. I was going to quote the company at this point as I did in an online query for Fri 7 May OLQ921535 is the query reference # but as I havent recieved a reply from that either Im beggining to think theres no point.

Why after stating that you keep the customer informed at every stage etc am I having to put a thread on this forum in order to find out whats going on? Do you think its acceptable to have customers feeling un involved and let down by the quality of service?

[Ben @ Scan]

Hi

The system has failed the Overclock tests and this is why it hasnt progressed to the next stage yet

The settings have been re-tweaked and the tests are underway again

As soon as the system passes the tests it will be Qc checked and passed to despatch but as there have been a few Overclocking issues these have delayed the progression to the next stage

we are sorry that this has delayed the system but this is sometimes the case with an Overclocked system and unless we are happy we wont let it move to the next stage

Regards

Ben

[Ragma]

Hi Ben

Thank you for your reply. I wanted to update this yesterday but didnt get round to it due to other things, suffice to say I was already aware of the failure due to the fact I rang the support number and spoke to David yesterday he also apologised for the lack of response and said he would speak to Philip in order to find out why I had not been contacted.

Philip contacted me this evening to explain what was going on and to tell me that the system was failing its overclock and was overheating due to what he thinks is a cpu batch problem. The cpu is going to be replaced with a 960 at no cost to me, this should hopefully resolve the issue and mean it can move onto Qc as you said above. Philip is going to ring me tomorrow to update me.

I really should have added in the first post that I really couldnt care less if the system takes 2 weeks or months to get to me. Im not expecting to get a custom built pc thats fraught with problems so go ahead take your time and keep up the passage of information that I am now getting.

Thanks again

Dan

[Ragma]

Hello again

I recieved my 3XS system today, it was delivered whilst I was at work so I had an agonising wait till I got home to see it with just a text message from my wife stating it huge

When i got home and finally got to see the beast I must say first impressions were that it looked amazing, I fired it up and had a good look see and can say the team at Scan have delivered above and beyond my expectations. Yes I waited an agonizing amount of time (in my opinion) however to have a custom build pc in my possesion of this standard has made me forget that already I'm chuffed to bits with it, so to all the team a massive thank you.

[jayenh]

Hey, glad you finally got your system and that you're happy with it. I'm sure I'll be the same when I get mine, however, similar complaints to your original post from myself.

I'm curious how long it took netsolve to a) contact you and b) deliver. My pc got built last week, went in to qc last Wednesday with the "despatch estimate" of 1 day. Asked on the Thursday what was going on when it still hadnt moved through qc, back log apparently. Ok, fair enough. Then on Monday it passes though qc and passed on to despatch. Awesome. Up to 3 days to deliver? Cool, this week then. Then on Tuesday I get more emails about invoice progress or something and "we hope to despatch today". Automated, so I didn't read to much in to that, then at the end of Tuesday I get another "invoice stage" and "now being passed on to despatch". But I thought that happened Monday? Now it's Thursday evening, no chance of a call today or delivery this week despite the "build" being completed over a week a go.

I don't mind things taking time, but the eta's that seem completely made up coupled with the "10 working days" email when the order was placed just frustrates me. Honest feed back? Over estimate, don't under estimate. It's just frustrating that all these eta's seem to be completely false and in no way a guide to start planning availability to receive delivery.

I also missed a build slot it seems because a hard drive was out of stock and I wasn't informed until midday through the build day. I'm guessing they looked, saw 1 item was missing, started on the next build. Why not get in touch at the end of the previous day and give the customer time to respond and keep their build day? Edit: to clarify, I was emailed with an option to avoid delay, even though it didn't avoid delay. Also a quick phone call would also suffice. "hi, x item is out of stock, fancy item y instead so I can carry on with the build or do you want to wait for x?" something like that. Instead I got an email and I'm pretty sure my build was pushed back regardless of my reply the second it was sent out.

Venting over.

[jayenh]

Just wanted to add that I got my pc yesterday. Netsolve called at about 1pm and delivered at about 16:30 I think.

Is the pc built to an impressive standard? Hell yes! Am I happy with it? Absolutely! Do I stand by what the OP and my above comment is saying? Yes.

It's a great machine, and I'm happy with what I've received, but I still hope that some sort of action will be taken regarding the above complaints/feedback. I think better communication is needed, the eta's should be reviewed' and just a more personal touch should be applied.

Also, that queries[at]scan emails address needs checking more often, or at least for someone to send acknowledgement emails back. I asked twice to make sure that my mobile number be given to netsolve, as well as my home number which somehow ended up as the number on the invoice. Never got a reply back, then when netsolve did call they said they had been trying my home number since midday the previous day because they weren't given my mobile number until they went back and got it from someone after several failed attempts to reach me.

Like I said, I'm happy with the machine and glad I got it, I just want this to be considered as feedback.