Why the Lack of Internal Communication?

[Tonka777]

Shortly before Xmas, i rang and spoke to a chap who told me he would be able to let me know what revision you have in stock for a particular motherboard that i wanted. Note, he said he WOULD be able to let me know. He didn't....

A few days ago i ordered a new PSU from Scan, and after reading the notes on Hexus about the lack of packaging i decided to buy some cheap CCL's to ensure there was more than one item, and after the order i sent an Online Query Stating my order number etc and expressly asked that the PSU be put in another box and wrapped with some bubble wrap. Anything is better than the standard plastic courier bags, right?!

Guess what, PSU arrives yesterday just in a plastic bag, with the CCL's wrapped in bubblewrap and also in the bag.

So, my question to you folks at Scan is;

Why does such a reputable and large company find it so impossible to communicate between the various departments in your organisation? If someone requires a particular revision number of a product, why cant the support team send an email to the warehouse, perhaps referencing an order number, and say ''Joe Bloggs only wants a rev 2.1, have we got one? If so can we put it aside?''

You do have phones and computers that your staff can use right?

- I don't care whether you implement this or not, i'll just buy else where, its not me losing out on a sale. What i do care about is people saying they'll get back to you and then not bothering, its rude, plain and simple.

And, why was my request for extra packaging ignored? Its seems fairly simple to me, especially when i ordered two items AND asked for better packaging! Is there some shortage of bubblewrap or boxes in Bolton that i am not aware of?

Looking forward to hearing your excuses Scan, and thanks for listening....

[Funkstar]

The standard response to requests for particular revisions of a product is along the lines of "we get stock from several different suppliers at any one time and cannot garantee which version of a product we have in the warehouse at any point and cannot guarantee which one will be picked for your order". This has been asked quite a lot over the years, especially when it comes to CPU revisions that are particularly good at over clocking.

I think you hit the nail on the head when you said "large company". Scan are dealing with very large volumes of orders every day, I guess potentially several thousand, so to check and pick particular revisions of products for an order would be far too time consuming.

As for the special instructions, it has been known for backlogs in the OLQ system to delay things, so perhaps that request hadn't even been read by a support person when your order had been picked and packed. I'm sure Scan will look into their packaging procedures if there is a real problem in that area.

[Chris P]

Tonka777

Please PM your Invoice number so we can look into this and reply.

Best Regards

[Tonka777]

PM'd you Chris, thanks.

[razer121]

Can i suggest calling them? took me 5 mins to get my delayed order sorted out. so surely with something like this the CS staff should be able to look into it faster right?

Btw my new mobo arrived to day with 1 layer of bubble wrap in a bag, havent tested yet but hope it works! so your not alone my friend.

[Chris P]

Tonka777

We received the e-mail requesting additional packaging but can't see any notes on the system to ensure additional packaging but not to say an e-mail was not sent to the dispatch dept as a request, this is something I can't confirm or deny at the moment.

Regardless these request shouldn't be required as everything we ship should be adequately packaged.

PSU's are packaged from the manufacturer's, designed to protect the product during shipment from themselves to the distributors and to the Etailor's, I can't see any RMA's relating to this order, therefore I suspect the packaging was at least adequate enough to prevent the product being delivered in a damaged state.

In regards to specific product revisions, it's not possible for the pickers to specifically pick specific revisions of products because their job is simply to pick the products. However if such requests are required I suggest a call is placed to the Sales dept and we will accommodate where possible.

Best Regards

[nick_h]

Well I have to say that although I still use Scan all the orders that I have placed have not been packaged very well. They have all arrived in just a plastic bag without even any bubble wrap.

I would still order robust items from Scan but I've decided fragile hardware will now be purchased from other retailers where I know they will be in an outer box with plenty of bubble wrap.

[Chris P]

nick_h

I could certainly understand if the packer hadn't bubble wrapped around a fragile item and put it straight into a Citypack which caused damage in transit as it was insufficiently packed. In that case then we would most certainly take your feedback and use it to highlight an area of insufficient packaging in our despatch dept.

How many parcel's have arrived damaged, you would say are due to insufficient packaging and the particular products shipped inadequately and how they were shipped to you.

Best Regards

[nick_h]

Yes I take your point Chris. None arrived damaged and the one time I have had to RMA it was handled superbly. RMA was not caused because of bad packageing.

Dont get me wrong. I do like Scan and the service you guys offer on this forum.

I guess it's just the what if.... Retailer a delivers item a in a box with those air bladders. Scan delivers same item in a shipping bag.

Then I am getting free postage with Scan.... Oh sod it. Trying to contact Ebuyer is a total bleedin nightmare.

OK Your argument is won and my fragile custom is back with scan. Just allow me a smug I told you so if anything arrives squashed lol !