Build date past due - no contact from Scan - not a great service

[chris_dillon]

Scan, come on guys. The "3xs" department is specifically for enthusiasts, why are customers being given such poor service. I'm extremely excited about purchasing a build from here but your forums don't give a very good impression and it's making me think should I go elsewhere.

Even if you're not working, a simple message enlightening your customers that you're aware of the problem is more than suffice. The forum defiantly needs a re-vamp, not to mention the activity of support staff.

Again, sorry for being so negative, but it needs looking into!

too right... even if it just means they were honest up front about builds taking a month rather than 10 days.

its really frightening when you spend big bucks and get eerie silence for a week.

Anom, i cant speak for build quality yet but go ahead and order iv heard good things but don't expect to get ur computer until well into june and be ready to chase and harass to get info.

[Disturbedguy]

not to mention the activity of support staff.

You do realise that SCAN staff, like every other working person out there need and get time off as well? And when they do get time off I am sure they don't want to spend it on the forums.

As has been said, people have nothing to worry about, SCAN take pride in the systems they build, that's why they sometimes take a little longer to build and test, but after seeing the pictures of systems they have built I am sure you guys will be pleased with the final product.

[Ben @ Scan]

Hi Guys

Sorry for the lack of communication , we are very busy and are working hard to get your orders processed we have had a few delays due to stock issues that havent helped

Rest assured we are here and if we arent always around on the forums its because our main point of contact is our online query system and emails etc so it can delay responses, if you have placed an order its best to email through the Online Query System as this will be looked into quicker

If you want technical advice either drop us a question through the query system or give us a call, if the lines are engaged leave your contact details and invoice number and we will call you back

PS chris_dillon I have just emailed you through the online query system please check this and get back to us

Regards

Ben

[Robbb]

Cheers Ben!

Carl has been very informative and helpful with me, how many systems do you currently have on the go and how many people do you have putting them all together etc.

Rob

[Rammst3in]

Just got mine delivered on Friday. So yeah, all in all, from order to delivery, 1 month.

Guys, I do know what you feel. However, if I may, I think your expectations are somewhat too high.

Anomalistics - for a handful of customers "complaining" here, how many are silently happy with Scan? Think about it. They must process a lot of systems at the time, so I guess the number of complaints is quite low at the end of the day.

Most importantly, most complaints (at least the ones I've seen) are really about the time it takes to build and the (perceived) lack of update. I've been through it...

However, taking a step back, I don't think I've seen so many people complaining about the quality of the build once it has arrived, on the contrary.

And I'll add my voice to those satisfied customers who will definitely do it all again in the future.

The system is perfect, the delivery was high quality (e.g. the guy called me in advance to check I was home and to warn he might be delayed given traffic conditions) so was the packaging. PER-FECT !

Bottom-line it all comes down to the frustration of ordering a great system we all can't wait to have vs. genuine service issues.

And actually, I think the Scan guys demonstrate a quality service level considering their patience with frustrated customers chasing them !

[Anomalistics]

Just got mine delivered on Friday. So yeah, all in all, from order to delivery, 1 month.

Guys, I do know what you feel. However, if I may, I think your expectations are somewhat too high.

Anomalistics - for a handful of customers "complaining" here, how many are silently happy with Scan? Think about it. They must process a lot of systems at the time, so I guess the number of complaints is quite low at the end of the day.

Most importantly, most complaints (at least the ones I've seen) are really about the time it takes to build and the (perceived) lack of update. I've been through it...

However, taking a step back, I don't think I've seen so many people complaining about the quality of the build once it has arrived, on the contrary.

And I'll add my voice to those satisfied customers who will definitely do it all again in the future.

The system is perfect, the delivery was high quality (e.g. the guy called me in advance to check I was home and to warn he might be delayed given traffic conditions) so was the packaging. PER-FECT !

Bottom-line it all comes down to the frustration of ordering a great system we all can't wait to have vs. genuine service issues.

And actually, I think the Scan guys demonstrate a quality service level considering their patience with frustrated customers chasing them !

Appreciate the comment, Rammst3in. I want order my system Wednesday but having a hard time getting information

[Carlh]

Anomalistics,

I can see from our query system that you have been emailed a response by Lee earlier this morning around 10:15 - please bear in mind the query was only emailed in at 17:00 yesterday and we close at 17:30 it didnt give us enough time to answer all the questions you had before the offices closed

If there has been anything missed off or you want clarifying please feel free to reply.

[Anomalistics]

Anomalistics,

I can see from our query system that you have been emailed a response by Lee earlier this morning around 10:15 - please bear in mind the query was only emailed in at 17:00 yesterday and we close at 17:30 it didnt give us enough time to answer all the questions you had before the offices closed

If there has been anything missed off or you want clarifying please feel free to reply.

That's okay, Carl. Most of my query's have been answered today, I think it's just the one remaining but it was quite close to 5. Again, appreciate the reply.

[abs_rio]

Scan probably do take a little longer to build the system. They rather send out a system that is 100% to their satisfaction then sending it out quicker and not fully up to standard. But it's worth the wait. My system has been running heavy use for over 2 years now. No hardware faults whatsoever and system support has been quick to respond and efficient.