SCAN.care@HEXUS
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hello,
Back in July I placed an order for a system with Scan, I thought I'd write about my experience with them, like a lot of others have.
Scan were very helpful in getting together a quote for a new system, and ordering was equally smooth.
I did have a problem however, I was due to go away in just over two weeks (14th July) and asked whether I should just wait or if it would be completed before then. The sales rep promised to reserve a build date of 3rd of July, ensuring it would be here before 12th July. It actually got pushed back to 5th July, no idea why. Anyway, I was told it still would arrive before 12th July.
During the build, I was kept well informed of what was going on, and I liked the way Scan included a 'track progress' page for 3XS systems, detailing what the system build was up to.
However, half way through, I got an email saying that there had been a problem with a clearance issue between the Sata Ports on the MB, and the graphics card. This was during testing, so how on Earth they didn't see it during the build days earlier was beyond me. Anyway, they sent a message saying they'd swapped the MB for the next most expensive one, and were rebuilding the whole system.
A quick call to Scan, and I was assured I would be getting the System by Thursday 12th anyway. A day late, but at least I'd still get it on time.
When the system was dispatched, things were looking well, yet when the packages arrived the next day, the driver from City link told me only 3/4 packages are being delivered. I called Scan, they told me not to panic, and that it would be on a different van, coming ASAP that day.
Obviously, it didn't, and after many calls to Scan, to City link depots, and to the HQ, I got many answers including by 5pm, by 6pm, and by 8pm. Of course, none of these were true, and they package only arrived the next day (~ 1pm Friday).
Apart from the system, the night of the dispatch I called saying I'd forgotten to buy the surge protector for the system. Of course, it was too late to dispatch with the system and so the sales rep took an order, and charged me £6 for a delivery to be made ASAP alongside the system (the Thursday). This didn't turn up either, and when I called they told me there was a problem with the stock, or something similar I can't remember. Anyway, they told me they'd send the next model up instead, but would be unable to refund the £6 I paid for the special delivery.
Anyway, of course, on Friday I got the two packs (system and power adaptor), and I got everything set up. I had some problems with the surround sound, so I called tech support who were extremely helpful and friendly, and were willing to stay on the phone for long periods of time. However, they couldn't sort it out, so we gave up. Two months later I tried updating the drivers, and it works.
I also had problems with the networking stick they sent me, so they swapped that for free for a slightly more expensive one. And they also picked up a mouse mat, a fan which they didn't fit into the system for some reason, and a floppy cable they didn't use too (don't ask me why, I don't know).
Of course, there was also the whole memory at 800mhz fiasco, which got sorted out by ben arranging for a pick up to take place, tests, settings made, and a return to me. What I don't understand is, the sales rep (Paulm) apologised for not setting the mem at full speed saying it was a mistake, whilst Ben told me the team would never do it in the first place. I was confused, but at least it got sorted out in the end. Please do remember however I do have a special on site warranty paid for with the system!
Overall, I have to say I was very dissappointed in a lot of areas by Scan, but they did seem to prove commitment to after sales service, which is always crucial in my opinion, so well done on that one Scan.
If anyone is wondering why it took so long for a review to pop up, I was away for two months after the system was delivered.
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