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

[User1984]

Hi there,

I ordered my system more than 2 weeks ago and the build date was scheduled for yesterday. I checked the system build status online and there were no updates (still "awaiting build"). It's this kind of delay I was looking to avoid (need the PC for work) when I tried to get in touch with the Systems department. I called 3 times through customer services but each time I received the standard reply that someone will call me back to give me an update and discuss any questions I might have. Obviously no one called me back, an email I sent was also completely ignored. I am sorry but this is far from award winning service imho.
May be this is just me, having ordered with Scan for the first time the experience hasn't been very pleasant so far.

Can someone from Scan please look into this. It would be great if the system could get built asap and the indicated timeline could be met.

Thanks!!

[g8ina]

Morning user and welcome to HEXUS. AS it's Saturday it will be Mon before Scan gets to you, but they will never fear. We all know and love Scan a lot here, and I'm sure your query will be resolved shortly

[Disturbedguy]

Not only what g8ina said but its worth remembering the build dates are often estimates as it is impossible to predict what problems SCAN might run into during a build.

Take a look at some of the pictures which can be found http://forums.hexus.net/3xs-systems-...uild-pictures/ and you can see how much care and pride they take.

[Philipp]

Hello User1984,

Sorry for the slight delay with the build of your system, could you email me your invoice/build number to philipp@scan.co.uk and ill look into it right away.

Best Regards

[User1984]

Hi Philipp,

thanks for your prompt reply. I just sent you an email.

Best regards

[chris_dillon]

Hi there,

I ordered my system more than 2 weeks ago and the build date was scheduled for yesterday. I checked the system build status online and there were no updates (still "awaiting build"). It's this kind of delay I was looking to avoid (need the PC for work) when I tried to get in touch with the Systems department. I called 3 times through customer services but each time I received the standard reply that someone will call me back to give me an update and discuss any questions I might have. Obviously no one called me back, an email I sent was also completely ignored. I am sorry but this is far from award winning service imho.
May be this is just me, having ordered with Scan for the first time the experience hasn't been very pleasant so far.

Can someone from Scan please look into this. It would be great if the system could get built asap and the indicated timeline could be met.

Thanks!!

Hi User 1984, let me know how this turns out. iv my build date on Tues 24th and i have a feeling its gonna go pear shaped.

You shouldn't have to chase for information...

[Anomalistics]

Let me know how this goes also, i'm thinking of purchasing the black widow. A little optimistic once viewing the forum comments!

[Robbb]

I think they just need to stop telling people 10 days even if its an estimate. It gets your hopes up and when you get told 10 days then spend alot of your hard earnt money you do expect it.

Can't imagine waiting 20 working days or more when they've already taken your money would go insane especially if your not kept up to date. Luckily Carl has been amazing for me and has kept me upto date and mine should be dispatched Monday.

Carl should be on a bonus

[Anomalistics]

I think they just need to stop telling people 10 days even if its an estimate. It gets your hopes up and when you get told 10 days then spend alot of your hard earnt money you do expect it.

Can't imagine waiting 20 working days or more when they've already taken your money would go insane especially if your not kept up to date. Luckily Carl has been amazing for me and has kept me upto date and mine should be dispatched Monday.

Carl should be on a bonus

Surely it can't take that long. These systems are designed within the labs, specifically for needs of customers purchasing "3xs" systems. I don't understand how it can nearly take a month for build-time?

But yeah, I do agree. If you're going to pay thousands of pounds for a system and you're not being kept up to date, it's slightly intimidating.

[chris_dillon]

iv completely ran out of patience. if i dont hear some good news by tuesday COB i'll be cancelling on wednesday morning.

Robb when was your build date and how long did it take to go from build to despatch? just so i know what to expect...

[Robbb]

Think mine started tuesday or wednesday and should be dispactched tomorrow. Just hope netsolve are fast.

[chris_dillon]

Think mine started tuesday or wednesday and should be dispactched tomorrow. Just hope netsolve are fast.

r u serious? 5 days to build and test a computer. ur having me on...

[DannyM]

I'd think 5 days is reasonable, building a system may take a few hours but testing and stressing to provide the customer with a stable system is going to take some time. You also have to appreciate that Scan have orders before yours for other customers which need to be fulfilled.

If you ever want a quick system build either do it yourself or find someone to do it for you who is able to do it as soon as you get your parts.

Be reasonable.

[chris_dillon]

I'd think 5 days is reasonable, building a system may take a few hours but testing and stressing to provide the customer with a stable system is going to take some time. You also have to appreciate that Scan have orders before yours for other customers which need to be fulfilled.

If you ever want a quick system build either do it yourself or find someone to do it for you who is able to do it as soon as you get your parts.

Be reasonable.

and overclocking as well... fair point i guess.

just frustrated and very nervous tbh plus got off to a bad start with scan, spent the guts of 2 grand and heard nothin for a week scared the bejaysus out of me...

[Anomalistics]

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!

[dave87]

The forum defiantly needs a re-vamp...

Forums are hosted by HEXUS, so if you have any suggestions, please do let us know. Just as a headsup, we recently migrated over to vB4, which was a major change. There's still some tweaking to do, but the guys have put in a fair few hours to make the changes as seamless as possible - something you won't necessarily see

not to mention the activity of support staff.

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

Just a thought (as I have no connection with Scan) but the longer they devote to things other than building & supporting systems, the longer the building and supporting of systems takes? There is undoubtedly a balance to be struck, but it is perhaps not as simple as 'spend more time on forums/emails/answering phones'.