Free Delivery Hexus Members Registration problems.

[Hermann]

Having signed up at both Scan and Hexus I was hoping to use the free delivery option for my new build components.

However when I follow the link to the scan site to associate the accounts i get the message 'Your HEXUS account was not found - please try again.'

I've used the ID showing in the forums when I'm signed in.

I wondered if anyone knew of any issues, especially following Thurs/Fri site issues at scan.

Have pm'd Lee as advised in the sticky but was hoping to order this weekend.

[PeterStoba]

41571 is your Id, you sure your entering it correctly?

[Agent]

Hi Hermann

You will have to wait for the databases to sync, which in a worst case can take up to 24 hours after hitting the required 25 posts.
However, after reaching 25 posts after only signing up yesterday the account will probably be manually checked. We generally frown on people signing up, doing a huge number of posts right after and immediately going for one of the offers we have on. The idea between the HEXUS2SCAN partnership is to reward regular forum contributors

You'll have to wait at least 24 hours before we can look into things further.

Cheers buddy

[Hermann]

Thats fair enough.

I was mainly concerned about the tech issues during the week might have been the problem.

I read the sticky and thought I'd followed the rules and advice to leave overnight.

Its certainly true I only signed up a couple of days ago but my posts were genuine ones to try and get a feel for the best components for my needs.

With the free delivery offer I would have ordered whatever possible from Scan, its a good incentive and to some extent rewards loyalty with is good for both parties.

TBH I would have thought most people coming across this offer for the first time will be signing up and then ordering fairly quickly as they come to the site for the advice then want to get on with ordering it.

If Scan don't feel the offer is suited to newcomers then perhaps the sticky/rules could make that clearer.
I can also understand that the offer could be open to abuse so some judgement may be needed.

I'll see how it goes overnight.

If someone at Hexus/Scan feels the offer definitely won't apply to me this weekend I'd appreciate them letting me know.
Thanks.

[Hermann]

41571 is your Id, you sure your entering it correctly?

Yeah thats the ID I'm using.

Think it's more related to me only reaching the 20 posts yesterday!!

Thought the rules said leave overnight then associate the account but Agents post suggests I may need to leave it longer.

[Agent]

If Scan don't feel the offer is suited to newcomers then perhaps the sticky/rules could make that clearer.

I didn't say that. While the HEXUS2SCAN partnership is also for regular contributors, one of its main goals is to attract new people here too. I'm just bringing to light that people who do a lot of posts in a short space of time will, in most cases, be manually checked to try and prevent spammers. This may mean a small delay on the free delivery being setup, I am just trying to highlight that as a possible reason for any issues.
After looking over your posts you certainly shouldn't have anything to worry about.

I will also need to check if the databases are synced on a weekend, or if its weekend days only. Scan will probably be able to answer that quicker than me.

Hope that's cleared things up a little

[Hermann]

Thats Ok.

Didn't mean to sound bad tempered about it, just posted my thoughts.

I'm grateful to be able to get a response with a possible explanation an on Saturday night.

I'm sure it'll all sort out out in the long run.

To some extent I thought it was all automated and as such if it had a gone wrong the admins would like to know. (Of course I also wanted free delivery!)

[Hermann]

This issue is still not resolved.
I finally placed my order with another retailer who provided my free delivery with a simple drop down menu and a click.

I was keen to place a £450+ order with Scan but last Thursday the site wouldn't let me order. Decided since this meant the order wouldn't be with me for that weekend I would use the free delivery, but a week on and the free delivery link has never worked.

When I phoned on the Friday I ended up on hold for what must have been at least 15 minutes before I gave up and ended the call. Not good when the only number Scan give out is premium rate.

All in all not a good way to attract new business I feel.

[DavidM]

We offer free online support from our site - and from this forum. There is no need to ring unless required.

In fact, as in most cases people have with this issue, all you need to do is to PM one of the Scan Moderators who will be able to deal with this in moments.

BTW: I'm sure Chris, or one of my colleagues, can verify this - but I do not believe we have had anyone on hold for as long as 15 mins.

Anyway - as you seem to have posted enough to activate PM now - can you simply PM myself with your real name, postcode and email address - so we can see what the issue is with your account?

[Chris P]

This issue is still not resolved.
I finally placed my order with another retailer who provided my free delivery with a simple drop down menu and a click.

I was keen to place a £450+ order with Scan but last Thursday the site wouldn't let me order. Decided since this meant the order wouldn't be with me for that weekend I would use the free delivery, but a week on and the free delivery link has never worked.

When I phoned on the Friday I ended up on hold for what must have been at least 15 minutes before I gave up and ended the call. Not good when the only number Scan give out is premium rate.

All in all not a good way to attract new business I feel.

Thank you for bringing this to our attention....

I have been checking our calls stats for Friday 10th November. The longest waiting Unanswered call was 3 minutes 21 seconds....

I have also tried to associate your account, we are looking into this now for you to source the problem and will update you shortly.

For the time being you can place order's via the sales line or feel free to PM me and someone will call you back.

Best Regards

[Hermann]

We offer free online support from our site - and from this forum. There is no need to ring unless required.

BTW: I'm sure Chris, or one of my colleagues, can verify this - but I do not believe we have had anyone on hold for as long as 15 mins.

I terms of online support I had posted in the forums and pm'd Lee (as advisded in the sticky instructions).

When I phoned on Friday afternoon I spoke briefly to customer support, the call was answered after a minute or so, my initial query with regard to logging in to the scan site was dealt with and when I asked about the free delivery option I was told I needed to be transferred to sales, I was then put on hold and waited for a while before putting the phone down. In my estimation I was on hold for in excess of 15 mins. Perhaps this doesn't show in the call stats as the initial call was answered but then put on hold when transferred to sales.

In fact, as in most cases people have with this issue, all you need to do is to PM one of the Scan Moderators who will be able to deal with this in moments.

Anyway - as you seem to have posted enough to activate PM now - can you simply PM myself with your real name, postcode and email address - so we can see what the issue is with your account?

Lee has all my details, I pm'd him on Sat 11th. This is what the sticky advises to do.

[Hermann]

Thank you for bringing this to our attention....

I have been checking our calls stats for Friday 10th November. The longest waiting Unanswered call was 3 minutes 21 seconds....

My initial call was answered but after speaking to customer service I needed to be transferred to sales, this is when i was on hold for a long time. Perhaps this doesn't show in the call stats.

I have also tried to associate your account, we are looking into this now for you to source the problem and will update you shortly.

For the time being you can place order's via the sales line or feel free to PM me and someone will call you back.

Best Regards

Thanks for taking the time to look into it.

If the issue isn't resolved by the time I next need to order I will indeed let you know.

[Chris P]

Hermann

Thank you for the confirmation....

To confirm once a call is transferred to another dept the call duration is then logged separately for that dept. On Friday the longest waiting call for Retail Sales was 2 Minutes 45 seconds, which is longer than normal, however not 15 Minutes.

We have been looking into your issue since you first raised this, we have escalated this to the NetProg dept as we have had a few other cases where accounts can't be associated.

We will keep you updated.

Best Regards

[=assassin=]

Seeing this thread made me set up free delivery for my scan account - previously the last time I saw the rules they had mentioned having to make a certain number of posts per day, but now it's just a set total, which I exceed, so that's great! Good stuff Scan!

[Animons]

Just to say that I am having the same issues.

Have PM'ed Lee about this but don;t seem to be getting anywhere.
Was suspected that I have changed my email address with hexus but I haven't and have used the same email address in both my scan and hexus accounts

[Hermann]

Although I never received any update on this I have tried again and the process now works for me.

So thanks for sorting this out.