Unexplained Delays and False Assurances

[Andaho]

I'm having trouble with an important order at the moment. This is the 3rd day after placing the order (at midday on wednesday) and it's still not even showing as picked even though when I rang customer service yesterday afternoon, they assured me everything is in stock, and it will be delivered TODAY - can't see how that will happen unless they are going to despatch it today by same day delivery - Because today it's still not even showing as picked in the order tracking!

To explain the situation further, below is the complaint I submitted to customer service last night (and haven't had a reply to yet).

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What is going on with my order?!

I have just recently set up self employed doing computer services, and this is the first PC I am building for a customer.

They stressed the point to me that they need the PC ASAP and I talked them out of buying one from comet by promising that I would have it ready for them by the weekend!

I placed this order at 13:05 on Wednesday 10th, and after seeing today (11th) that the order had not yet been despatched, I called to ask what the delay was and explained the urgency. I was told it would be delivered tomorrow. I just logged on (22:00) to check the status of the order to find it is still not even showing as picked yet!

Your unexplained delays are going to make my new business look bad to this valuable customer of mine.

This is a high priority job for me to get this computer built ASAP and I believed that it would be safe for me to promise to my customer that it would be ready by the weekend because I have always had a swift delivery from you in the past.

This is the most 'time critical' order I have placed with you, and when following up the order earlier today by calling to ask about the delay, I was assured that it would be despatched for delivery to me tomorrow!

Due to the circumstances, the unexplained delay and your false assurances, I would hope that you value my custom enough to upgrade my order, free of charge, to Saturday delivery and make sure that there are no further delays.

I would like to remain a happy and more regular customer of yours, so If you could please explain the delay and tell me how it will be resolved I would be very grateful.

Andrew Hogg.

[Chris P]

Andaho

Requested Delivery Date: 11/10/2007…

Sorry for the delay you have experienced.... I have found your order and the OLQ sent to Customer services, the reason why your OLQ has not been replied to so far would be as it was sent at 22:49:12 last night.

Your order was delayed to a volume of orders in our warehouse, so unfortunately we were unable to meet your requested delivery date. Whilst I do appreciate that it has been a real disappointment your delivery did not arrive on time, even though your order has been delayed by 2 days we did send you an e-mail on the 11/10/07 to explain the delay to your order coupled with the “Requested” delivery date, which is not a guaranteed service.

Your order was marked as urgent as requested, but again this is not a guaranteed service.

The reason why we send these e-mails and only confirm “Requested” and “Estimated” dispatch dates is precisely so we do not and have NOT provided any false assurances or unexpected delays.

For this reason I cannot upgrade the order to Saturday completely free of charge as you get free carriage anyway, but in response to your requested to upgrade the delivery to Saturday, as a goodwill gesture we will meet you half way and upgrade the delivery for a reduced charge of £ 10.00 + Vat.

Your order is currently completed in picking awaiting dispatch so if you can confirm the order can be upgraded the order will arrive tomorrow pre 12am

Best Regards

[neonplanet40]

Andaho
in response to your requested to upgrade the delivery to Saturday, as a goodwill gesture we will meet you half way and upgrade the delivery for a reduced charge of £ 10.00 + Vat.

Best Regards

That is bloody brilliant service to be honest. Half price delivery as a goodwill gesture? Pity everywhere didnt do things like this....

Any chance on a half priced wii cause its out of stock?

[Chris P]

neonplanet40

No ... but 10/10 for trying though

[Andaho]

Thank you for your quick response here and thank you for the goodwill gesture offer for saturday delivery. I have spoken to my customer I am building the PC for, and asked them if they would like to pay the extra £10+vat for me to have it ready for them by sunday, but they are happy to wait. I will remain with standard delivery thanks.

As to your “Requested” and “Estimated” dispatch dates, the conversation to your operator I spoke to on the phone yesterday afternoon went like this: "So it will definatley be despatched today?", "Yes, it will be delivered tomorrow".

I know customer service is like that everywhere, so I am very happy overall.

Thanks.

[Lucio]

As to your “Requested” and “Estimated” dispatch dates, the conversation to your operator I spoke to on the phone yesterday afternoon went like this: "So it will definatley be despatched today?", "Yes, it will be delivered tomorrow".

You wouldn't believe the number of arguements I get in my job because I refuse to promise things like delivery dates, knowing full well the second I do the carriers are undoubtedly going to fluff up that parcel!

It's horrible when people ask you questions like "will it be here tomorrow" as they really don't want to hear an honest answer like "I don't know any reason why not" or "we can guarentee to despatch it today".

[Mossy]

You wouldn't believe the number of arguements I get in my job because I refuse to promise things like delivery dates, knowing full well the second I do the carriers are undoubtedly going to fluff up that parcel!

It's horrible when people ask you questions like "will it be here tomorrow" as they really don't want to hear an honest answer like "I don't know any reason why not" or "we can guarentee to despatch it today".

We never gaurantee next day delivery we mark invoices as Urgent and let the customer know it is not gauranteed.

[Lucio]

We never gaurantee next day delivery we mark invoices as Urgent and let the customer know it is not gauranteed.

and very sensible you are too for doing so!

[Chris P]

Andaho

It seems my dispatch guy has upgraded the delivery already to get the order out. The parcel has been dispatched out for delivery tomorrow 13th pre 12am and of course at no extra charge as you didn't request this.

[Mossy]

Top Knotch Chris, reminds me of the shreddies advert were the old lady shouts "ship em out"

[Disturbedguy]

Yet again SCAN do it again, go that extra mile to help get customers what they want.

The above is the exact reason why I continue to buy from SCAN and always will.

[Mossy]

Thank you DISTURBEDGUY we do our best and it is always in our interest to get orders shipped asap, especially how busy we are getting now.

[slinger]

Fabulous service demonstated again by Scan, I really wish other e-tailers would use you as an example on how to run a business

[Andaho]

Oh Wow, thank you very much! I can relax and take my time building this system now

It's something nobody really wants to find out, but you're great at dealing with customer complaints too - even before hearing I am to expect delivery tomorrow

I will be sure not to give myself such tight deadlines in the future to allow a little more flexibility on delivery time.

[charleski]

I can't help feeling that using a free shipping offer on an urgent delivery for a valuable customer is perhaps not the best approach.

[educatedfool]

I can't help feeling that using a free shipping offer on an urgent delivery for a valuable customer is perhaps not the best approach.

I just got something shipped to me in Northern Ireland and Saturday delivery so I about covered the costs, and a few pints down the local