My Scan Experience

[MathsPar]

Since this forum will always have people talking about what went wrong, I felt I should post when Scan do well to even things out.


I think the way to win loyal customers is great customer service and when I started out building my new PC at the start of the summer all the retailers looked the same to me really. After narrowing down my hardware choices most of the cheapest deals were with Scan Computers. They accounted for 90% of my parts.

Out of around 8 things I bought from them, 1 didn't arrive on time. However they had dispatched it in plenty time, it was the couriers fault. I complained to them about the courier taking ages just to vent some anger but didn't expect a reply. Today I got a 2 page email from Scan apologising about the whole thing and saying they've even passed the details onto the couriers head office cause Scan are one of the couriers biggest contracts. Even if that comes to nothing it still makes me feel valued as a customer.

Also my monitor came with a wrong power cable but I found a spare around the house, Scan gave me a discount off of my next order even though I told them I'd found a spare.

Any other customer service details like adding onto existing orders have all gone smoothly and the people who answer the phones are always pleasant.

[Chris P]

Thanks for the detailed feedback regarding your experience ....

Things can always go wrong, but it is how a company resolves an issue, which really counts

[Stanman]

Since this forum will always have people talking about what went wrong, I felt I should post when Scan do well to even things out.


I think the way to win loyal customers is great customer service and when I started out building my new PC at the start of the summer all the retailers looked the same to me really. After narrowing down my hardware choices most of the cheapest deals were with Scan Computers. They accounted for 90% of my parts.

Out of around 8 things I bought from them, 1 didn't arrive on time. However they had dispatched it in plenty time, it was the couriers fault. I complained to them about the courier taking ages just to vent some anger but didn't expect a reply. Today I got a 2 page email from Scan apologising about the whole thing and saying they've even passed the details onto the couriers head office cause Scan are one of the couriers biggest contracts. Even if that comes to nothing it still makes me feel valued as a customer.

Also my monitor came with a wrong power cable but I found a spare around the house, Scan gave me a discount off of my next order even though I told them I'd found a spare.

Any other customer service details like adding onto existing orders have all gone smoothly and the people who answer the phones are always pleasant.

I would concur with most of that, though they really need realtime stock levels.