3xs service. MY experience

[mcav]

As some of you wil have noticed, I ordered a 3xs system recently and there were communication issues with netsolve. Here is what I can tell you about scan. Their service is second to none, not only in terms of acting in a professional manner, but by resolving issues which were fairly outwith their control. Their quick action means that I now have my system at home, fully set up and running.

Their communication and organising included keeping in touch by email after 22:30 last night!!!

So once again, I cannot recommend scan enough right now. Better still is that my delivery problems have in fact spotted an opportunity to improve delivery to Scotland which cm only be a good thing.

Thank you again scan, particularly Ben and Rob who went above and beyond my expectations in getting my system to me. It is absolutely a thing of beauty! I didn't think cables could be so pretty!!!!!

[awx]

i would also say my experience with scan has been nothing but excellent

and would also say the service from Ben Rob and Sanjay has been brilliant

[MrBear1987]

I can third this!

[drharvey12]

Again - same with me. SCAN have consistently gone above and beyond my expectations.

Have bought from several other large UK PC firms and had no end of problems with them. SCAN are completely different to those ones. Wouldn't buy from anywhere else now!

[SciFi25]

I wish I could believe what you lot are saying but after my experience you lot sound like paid shills. I have had nothing but poor, argumentative and condescending service from Scan on a support issue.

It has been so bad I would advise against anyone purchasing so much as a paperclip from them. I rue the day that I came across their website and thought it would be a good idea to buy from them.

[Ben @ Scan]

Hi SciFi25

We are sorry to hear you are not happy with our service and if you want to drop me an email with the details I will look into this for you

Please email systemsupport@scan.co.uk

Regards

Ben

*Looking into the issue have offered technical support regarding this issue awaiting customer response*

[Mossy]

I wish I could believe what you lot are saying but after my experience you lot sound like paid shills. I have had nothing but poor, argumentative and condescending service from Scan on a support issue.

It has been so bad I would advise against anyone purchasing so much as a paperclip from them. I rue the day that I came across their website and thought it would be a good idea to buy from them.

Please feel free to post your Invoice number so I can look into your issues. I guarantee we have not paid anyone to post such comments. The majority of people who order from Scan have positive feedback we are not perfect but your advice not to buy purely on your own experience would be mis guided.

Best Regards

[mcav]

I wish I could believe what you lot are saying but after my experience you lot sound like paid shills. I have had nothing but poor, argumentative and condescending service from Scan on a support issue.

It has been so bad I would advise against anyone purchasing so much as a paperclip from them. I rue the day that I came across their website and thought it would be a good idea to buy from them.

I really don't ask, expect or need you to believe what I am saying. It is what it is. I also just received Red Faction Armageddon and Trackmania 2 in the post today along with Roxio PC Game capture just for buying my PC from scan. So far, the PC has been running brilliantly.

I ought to be receiving a code for Mafia II very soon as well.

Sorry that your experience has not been the same.

[747driver]

Well, all I can say is I've had nothing but excellent service from Scan.
My experience:

I ordered my Tian Di Hui last December and took delivery, via Netsolve in January this year. Ok, there was bit of an extended wait time but bearing in mind there was the Xmas and New Year holidays, plus Scan were obviously very busy at that time of year, I didn't mind waiting. And wow, was it worth the wait. I was extremely impressed with how neat and professional everything looked inside.
In fact, even now, all of my visitors remark how impressive the machine looks.

I've not had a single problem with it and it handles Microsoft Flight Simulator, including very detailed sceneries, aircraft, textures and weather rendering (clouds etc) with ease.

To further add to my experience I recently decided to contact Scan with a view to taking the machine to them so they can give it a good clean through, change the colour of the cooling fluid and fans and also reposition the graphics card so that can be water cooled as well. I sent an initial email to Support and got a speedy reply from Ben. All subsequent emails to Ben got super quick, helpful and detailed responses. With superb service like that how could I not arrange for the work to be done and make payment ? I'm taking the machine to Scan next Wednesday and will be collecting it a week later....my decision, due to my work shifts.

Scan are worlds apart from another well known cutom built pc manufacturer from whom I got my last pc. In the space of 4 years it went through 3 PSU's before the MB and one of the graphics cards died. Even during the first year I had problems with it...kept getting BSODs so sent it back. It was returned to me with 2 large dents on the top of the case !!! They, of course, blamed the courier but considering the packaging/box etc was unmarked it didn't take a Philladelphian Lawyer to work out they were telling porkies.

So, and I'm not being paid by anybody, I can only say WELL DONE Scan and many thanks to Ben for his superb customer service.

Regards,

Dave.

[spoons33]

I have also had a great experience with my pc, received just over a month ago. I have bought loads of pc's over the years but this was the first from scan. Right from putting my order in, to the build process, to receiving it, the whole experience was smooth and reassuring, the build quality of the pc itself is the best I have ever had and I have never seen such neat cabling. Even the cables under the motherboard tray which cant even be seen have been neatly routed and cable tied, the guy that put it together must really love his job. I will definitely be ordering from them again....good work guys

[pot24uk]

the only problem i have with um is getting in contact with ben lol !!!!!! 2 tell me whats going on. but apart from that i have no problem with um

[Ben @ Scan]

Hi pot24uk

If you cant get me on the phone please email me , I have been in meetings, away from my desk a bit recently

bens@scan.co.uk

Regards

Ben

[YaoNg]

I have to say that I'm very impressed as well with the service I received from Scan. The Sales is a bit hit and miss, but I ended up speaking to Lee he made it all run superbly. In fact, he arranged the build and re-assured me through the whole process until delivery that all was good. Flawless service.

However, it's the NetSolve delivery that was a farce. Due to either mis-communication or incompetence, the driver/technician informed me he wasn't going told to build my system and it was rare for any issues anyway so left. This was after Lee persuaded me to take up the setup as insurance against any issues during delivery. When I merely queried this, I was told that the driver had informed them he had offered this service and I simply signed the form and let him go. Complete and utter nonsense and given I had actually arranged a separate delivery date and taken a day off work I've been left completely peeved as I re-arranged a lot of my schedule for this.

Unfortunately, it seems to have gone quiet on the post-sales customer satisfaction front and therefore I won't be recommending Scan to anyone unless they are willing to pick up the system themselves.

Yao

[Danzel88]

It seems looking through the threads that service is either one of two things. Outstanding or extremely disappointing.

I had heard great things about Scan and was excited to place my order on the 1st of October. It was confirmed the same day, and payment processed. My delivery date was scheduled for the 10th of the month.

I heard nothing from Scan until about the 7th when I received a phone call to inform me that they were missing components from my order and that it would be delayed. Although I did not catch the name of the man who called me I can say his extension number was 4783. He was and has continued to be, without doubt, the only high point to my entire interaction with Scan. The date for delivery was pushed back to the 18th.

Again, I heard nothing, and my order sat at "Awating Parts" until last Friday (14th), when I received another call to say the parts (graphics card) were still missing and I asked to have it removed from the order and send the rest of the system. Friday passed with no change to my order, Saturday no progress and Monday no progress. I called on Tuesday to cancel my order, was spoken to by the same man as before, full of placations, understandings and apologies and promised that my system had been placed on their priority listing. Tuesday afternoon was a rush of progress, up to the 24 Hour Burn In (Stage 6 of 10), to test the system before dispatch.

This was due to completion at 14:40 yesterday. At 4 o'clock I emailed to request an update on my 'priority' system and received nothing. At 11 o'clock today I called to request an update and was promised an email that I am still awaiting.

My order is now close to taking 3 weeks for processing, if I'm wrong in expecting a quicker turn around than this, and other customers have just been more patient than I am then I apologise, but I'm rapidly approaching a month's wait, and I'm £1200 shorter with nothing to show for it.

As I said, I cannot stress highly enough how impressed I am with the customer service I have received from 'The Man on Ext. 4783' if it were not for him my order would have been cancelled long ago. I post here as an absolute last resort, in a depserate attempt to see some turn around in my order.

Edit: 12:41 Received email confirming that build will proceed to Quality Control within the hour and will be picked up by NetSolve tonight for delivery. Am pleased to draw this to a close.

[Ben @ Scan]

Hi Danzel88

Please email your build number to systemsupport@scan.co.uk and I will make sure this gets sorted

Regards

Ben

[Ben @ Scan]

Hi Danzel88

Good news !

The USB port has been changed (by Rob) as I advised over the phone that this was faulty at QC
The port was changed and the system has now been collected by Netsolve and they have said they will deliver the system tomorrow :-)

Regards

Ben