Scan ordering problems, still there it seems

[chavo]

i have not ordered from Scan since 2007. I stopped using them because they had huge problems with there ordeing system, you would order something that was instock, a week later it still says pick in progress. you call them and they told you it was out of stock.

Last night i placed an order for a full new media center with ebuyer for £521 but i didnt like there cases. i went over to the scan website and thought... i will give them another shot.

i ordered a computer case and a PSU. i chose next day delivery (this is the crucial bit...THURSDAY) thats is what it said on the scan ordering page anyway.

Then i went back to the ebuyer site and ordered the rest of the gear there.

at 9am scan website didnt even show my order, ebuyer said out for delivery. 930 i have my full ebuyer order sat in front of me. a PC complete minus psu and case, most important bits really!

i contacted scan and they said, no the items havent been picked yet!?!?

can someone remind me how they are still in business? £100 for a case with next day delivery and it is still on the shelf in bolton. i could be there and back in 2 hours.

[Chris P]

chavo


Please PM me you invoice number so we can look into this.

Best Regards

[Terbinator]

Would this have anything to do with Visa/Mastercard basically being brought down all night?

[chavo]

I bought a 3d TV from currys at 7pm (1k) and took it away there and then, i bought £500+ of gear from ebuyer at 10pm, i have it here now.

i buy 99 quid from scanat about 9pm..... (whistling nosies!)

nothing, down for some it would seem and not for others.

Chris PM sent

Steve.

[Chris P]

chavo

Invoice Date: 08/12/2010
Placed: 22:15:45 (Wed)

Please refer to your confirmation e-mail e-mail, which clearly states

"
The estimated delivery date of your order is 10 Dec 2010 (unless you have requested a Saturday delivery).
"

Your order should indeed go out today for delivery tomorrow as scheduled and anticipated when we took your order online.

As an aside and more for your future reference so there are no disappointments of confusions with any future orders, I feel obliged to point out that your order had not in fact been delayed. When you ordered it on Wednesday 8th at 22.15 our website gave you an Estimated delivery Date of Friday 10th December. So the order hadn't actually been delayed - and is due to be delivered just as we had estimated.

Regards

[chavo]

Very Well chris, however when i placed the order on the Wednesday it Clearly offered me a THURSDAY delivery option which i selected, as i did over at ebuyer also at 1030.

The fact is that i placed the order at 22.15 and scan didnt do anything at all until 10am today, meanwhile your competitors are working through the night and are just as cheap.

When i selected a thursday delivery i expect a thursday delivery. IF i wanted a friday delivery it would of cost me less for starters. basically once again i have fallen foul of the scan ordering system.

absolutely gutted.

[Chris P]

chavo

The Thursday delivery option is a request only, this is why we call this a requested delivery date, this is not a confirmed or guaranteed date. The confirmation e-mails states the estimated delivery date, which we are on track to meet.

Regarding cut off points, you mean E Buyer?, they offer a next day service for order placed up too 11pm, a PREMIUM service you pay extra for, because it's premium not many people opt for it, therefore making it fairly easy to ship these order's next day, this service costs £ 9.99 + VAT.

We would rather offer a next day service as STANDARD, this means the majority of our orders fall under this category, which is why we have a cut off point, we charge £7.99 + VAT for this service ( much cheaper than the Premium next day service offered above ), E-buyer's equivalent service is 3 Working Days @ £ 5.99 + VAT.

Not to mention the FREE NEXT DAY service we offer,( Friday delivery is the same cost for non free carriage customer and still also included in the free carriage, it's neither cheaper nor more expensive to deliver on a Friday )

We genuinely believe we offer a good service at a good price, we have won awards for our service, issues will happen but are isolated and quickly resolved.

Regards

[chavo]

Chris.

I have ordered a case and a PSU i have paid £16.43 (inc) for delivery so the £7.99 figure is incorrect.

at E-Buyer i have ordered enough gear to fill 2 boxes, the TV stand is 35KG and the delivery cost was £19.30 it arrived 11 hours after i ordered. I dont want to sound like a fanboy of any 1 seller so i will say this. next day means next day with EVERY single seller. what you have told me is that it may or may not come tommorow. according to your site its still pick in progress! mean while i have built the tv stand!

If you think that the scan service is better than this then i think that my expectations are far to high and for that reason I have suddenly remembered why i stopped using scan. the supplier of the year award, well i dont know anything about that but i wasnt asked for my opinion and if i was i know it wouldnt of been scan...
Ebuyer.
Novatech
Micro direct
Dabs.

then if i had to choose a fifth then i would probably still not choose scan! sorry for the rant but i think it is important for the scan team too see how the others are doing it.

Update 1: i know have a courier referance number... hurah. not bad going that. only 5 hours after receiving my email saying payment taken and 17 hours after placing the order.

[Chris P]

I have ordered a case and a PSU i have paid £16.43 (inc) for delivery so the £7.99 figure is incorrect.

To clarify my e-mail was based on the standard charges in every respect as it's not feasible to list every possible scenario of the different carriage charges available.

You placed your order at 22:15 pm, so the next available delivery date was the 10th as confirmed in your e-mails, we didn't tell you were getting the order next day.

Again - YOUR ORDER IS COMING FOR DELIVERY TOMORROW!

You are entitled to your opinion as are the thousands of other people who complete these surveys. Because the end result doesn't match your personal opinion, isn't to say it is wrong. Awards are not run for the individual but are based on ALL of the feedback received. If you were not asked for your feedback go to the award links and vote to have your say in future.

Regards

[1stRaven]

I'm not sure if my issue is the same as Chavo but it certainly seems to be.

I placed an order last night, making sure everything was in stock (I ordered the psu from another supplier since it was out of stock with scan - sorry guys). Got the confirmation email this morning for delivery tomorrow which was great until I get an email tonight.

The two graphics cards have gone out of the stock since I've ordered them and it appears that my whole order (which I need in order to build the pc at the weekend) is now delayed until the 16th.

Strangely, another gpu card has appeared in stock and for the life of me, I can't spot the difference.

The one I ordered : http://www.scan.co.uk/products/1gb-s...dvi-d-hdmi-mdp

The new one - http://www.scan.co.uk/products/1gb-s...dmi-2x-mini-dp

Anyway, apologies for the thread hijack but it does seem that the orders are suffering from the same issue.

[BrianS]

...

Strangely, another gpu card has appeared in stock and for the life of me, I can't spot the difference.

The one I ordered : http://www.scan.co.uk/products/1gb-s...dvi-d-hdmi-mdp

The new one - http://www.scan.co.uk/products/1gb-s...dmi-2x-mini-dp

They're the same card, the only difference is the coolers.

[1stRaven]

They're the same card, the only difference is the coolers.

I'm not exactly sure how I missed that... lol

Thank you.

[Chris P]

To clarify Chavo does not have an issue, an order after 10PM at night expected for next day delivery, confirmation e-mails sent confirmed delivery would be the 10th - Today.

Again to clarify there were no stock issues or delay's with this order whatsoever..

1stRaven

If you can PM me your invoice number I will look into yourorder situation.

Best Regards

[1stRaven]

Chris just sorted my issues out. Turned out that there was only 1 card in stock so when I ordered too, it caused the out of stock issue.

Thanks to Chris for his help and hats off to Scan for sorting it so quickly.