AG Neovo M19 - waiting forever!

[educatedguesser]

dear scan,
RE: RMA ****** (removed)
i have had to resort to writing my first ever post on a discussion forum to express my disappointment at the long delay in receiving a replacement monitor from you. my original was sent back under your RMA process on the 3rd of January and a replacement was approved in less than a week.

unfortunately, despite being given an expected delivery date of the 10th Jan i am still waiting for it!!! i understand that you are at the mercy of your suppliers but i would expect you to have bothered to contact me with an updated delivery date. instead, i keep having to phone you and i am just told that the monitor will be in any day now!

it is now over 1 month since i placed my original orders with you and i hope you can appreciate how frustrating it is to still have a brand new barebones system (the first that i have ever built) without a monitor!

unfortunately, this experience has tarnished my experience of your company. one of the greatest fears when ordering online is that returning items/getting refunds and replacements will be difficult, as many suppliers only seem interested in getting the money off you. this is why thousands of people still buy from shops like John Lewis. one of the reasons i chose scan was because you had, on the whole , avoided the type of reputation for poor after-sales that many of your competitors have acquired.

please give me an accurate delivery date or arrange a refund so i can buy a replacement elsewhere. i do think i have waited long enough without any information.

thanks,

(name removed)

[DavidM]

Sorry for the inconvenience you've had.

I've removed the RMA number and your name from the post, but have forwarded the details to the returns team to check into further.

[wesleyaldred]

Thank you for your message, please accept my apologies for the delays you have encountered, unfortunately we are currently out of stock of the monitor. Expected delivery dates are the dates suppliers give to us when they expect to be able to get the stock to us physically, unfortunately on this item we have so far received 4 expected delivery dates all of which have passed with no sign of the monitor. Taking this into account i beleive it would be unwise of us to give you a further expected delivery date as the history of this seems to be such that it will pass without delivery. As such and further to your request i will arrange for the item to be refunded for you.

[Gorgeous]

unfortunately, this experience has tarnished my experience of your company. one of the greatest fears when ordering online is that returning items/getting refunds and replacements will be difficult, as many suppliers only seem interested in getting the money off you. this is why thousands of people still buy from shops like John Lewis. one of the reasons i chose scan was because you had, on the whole , avoided the type of reputation for poor after-sales that many of your competitors have acquired.

Welcome to hexus mate, you should stick around and make a few posts (is it 30 or 50?) so you can sign up and get free shipping from Scan.

Even though you've had a bad experience with them, many others (me included) on this forum have had good experiences with them and their customer service (Read through the forum and check out other peoples problems and you will see Scan has done their best to sort them out).

Also if you have had a bad experience, give them some constructive criticism and then they can learn and improve off it Fill out this form

[Steve A]

Hi

To be fair we have no controll over manufacturers getting stock to resellers like ourselfs, you must appreciate that our hands are tied in situations like this, we cant send you what we dont have, but in fairness we have 28 days to find a replacement, or we will refund the amount of the item that is in question, i appologise for the fact we have non in stock, but this happens to every company regardless of reputation its not for want of trying, we have done everything we can to chase up orders on these monitors, but like i said we are in the hands of the suppliers, and if they have no stock then neither do we.

Regards

[educatedguesser]

to gorgeous:

thanks for the welcome and the tip about posting. now i've gotten past the first hurdle of actually joining a forum i think i'll have a go at posting some more messages (if i can come up with something useful to say!!)

to the scan team (and gorgeous):

as for you comments re:scan customer care, i think that my post may have come across as being completely negative however that was not what i intended.
i fully acknowledge the problems that retailers sometimes have in getting stock from wholesalers and i don't criticise scan for failing to supply my replacement. in fact, i am satisfied with their overall service and have so far not had any problems with the rest of my order.
the truest test of customer satisfaction is to ask whether the customer would use the same company again and on the whole i think i would.

they dealt with my post yesterday rapidly and i am grateful for that - although i have no idea when i will actually receive the credit back onto my card (it would also have been nice to have been credited for the delivery charge that related to the monitor as well).

my main criticism was that i would have liked to have been better informed by them about the delivery problems that they were experiencing, rather than having to call every week myself and be told that delivery was due in a few days, only for it never to arrive. 28 days without a monitor is a long time - just try it yourself and see!!!

anyway, i think i'll go for a belinea 10 20 35W 20.1 inch instead - hope it's as good as the ag neovo.

regards