New order - out of stock items

[BigBry]

Just put in an order (ending 539) which has 2 of parts out of stock, namely the wireless card and the Silverstone case.

Could someone tell me if these items will be in soon and if any other parts are out. I need the order this week so I'll have to go elsewhere for any 'problem' parts.

Thanks.

[BigBry]

Firstly an opoortunity for a bump!

Secondly the items out of stock I believe are the case, LN10559 and the wireless card, LN11551. In a conversation with Julia yesterday she was confident this would all be in and with me this week. Is that still the case?

Thanks.

[Lee H]

The case I'll get this checked for you with purchasing in a while, but the MSI wireless card was due to arrive on the 8th August but as yet it's not been booked in to show on the system.

As soon as I get any update on the chassis I'll let you know

Best Regards,

[BigBry]

I'm not available by phone for most of tomorrow, is it possible to change this order slightly through here because the LC13 is now out of stock until at least 16/8?

Can I replace the LC13 case (LN10559) with LN13882 and add 2 x LN12130 because the LC20 has no fans?

It's for my order ending 539 (I really need it by the weekend if possible).

Thanks

[Lee H]

I've created an OLQ for this and passed it to the Customer Services team. As such they will be actioning your request shortly.

Best Regards,

[BigBry]

Lee, splendid, the email came through some time earlier today.

Just waiting for the despatch now.

Thanks again.

[BigBry]

Well despite your efforts Lee I've had no despatch note, so it looks like I'll be waiting (again) for the delivery the other side of the weekend.

[BigBry]

No response so far?

I didn't get a delayed despatch email at all yesterday so is it 100% that it's going today, with either a Saturday or Monday delivery (so I've again got to apologise to my guy for the delay in his build)?

Thanks.

[BigBry]

Well I guess it's not coming for tomorrow then!

I'm also now getting concerned you're not shipping it to arrive on Monday, I've still no email for stage 3 or 4.

The silence is deafening.

[BigBry]

Well my order ending 539 was placed on Tuesday 8th. I knew 2 things were out but chased this up via phone and the forum and swapped the missing item on Aug 10th. My email confirming this said that the estimated dispatch date was the 10th (Thursday).

That came and went with no dispatch email and no email saying anything else was out of stock.

I chased this up in this thread several times yesterday and today and have had NO reply at all;

http://forums.hexus.net/showthread.php?t=82675

Again tonight I've had no dispatch email, no delayed order email and no response to my questions on the forum.

This I find rude, unacceptable and very annoying. I place a fair amount of business through Scan, probably about £2k over the last 2 weeks and it's often this amount or more monthly. However whatever level of business I put your way I expect better service than this (particularly for a next business day delivery).

Do you expect customers to just remain loyal however you decide to treat them because you were once reliable and good? The total lack of explanation in the forums to constant criticisms of late despatch etc has never been given. Maybe if you did explain why things have gone so downhill lately customers might accept that things are temporary and will improve. Leaving people in the dark and saying 'it's temporary' washes for a short period and as far as I'm concerned you've really blown it now.

Since the 27th July I've had 3 separate orders that have caused me similar problems and I've posted about in the forum.

• When's this farcical situation going to get resolved?
• When is my order from the 8th going to get sent?
• Why do you feel it's fair to debit my money when you seem to have no intention of dispatching my items?

[BigBry]

Well there's been some activity from Scan staff on this forum today but they're still ignoring all my problem and questions.

Maybe they're too embarrassed to answer?

Scan please supply me with the name and contact details of a manager, this needs to be resolved now. Do you have a formal complaints process, if so what is it?

[Chris P]

Your query is not being ignored.

Yes there is activity on the forum and I'm in process of replying to your query

Regards

[Chris P]

Apologies for the delay in your order,

The order was amended on the 10/08, the estimated despatch dates at the moment are 1-3 days after the order is placed but obviously this depends on stock availability. As the order was amended on the 10th the order would be due to ship 1-2 days after this date.

The order is due to ship on Monday for delivery Tuesday 15th

For your future reference, we are in fact completing a massive building project to our warehouse at the moment, which will also encompass large improvements to our stock system. We are aware of the problems that large scale distribution has brought as we have grown hugely over the last few years, and we are now investing time, effort and money into making improvements in the necessary areas. This is mainly based on staff and customer feedback, using particular examples of stock problems to identify the areas for improvement.

As with all major changes it’s a case of 1 step back, then 2 steps forward. Obviously the delay's in orders are an issue; however these are temporary issue until the upgrades have been completed.

I apologise for any inconvenience caused, these issues are temporary and we are making these changes to further improve the service we offer.

Regards

[BigBry]

My email acknowledging the change of items from David said 'Estimated Despatch Date:10/08/2006'. That's the last communication I had regarding this until your reply (despite my 5 posts over the last 48 hours).

The original order with the out of stock items was an estimated despatch date of 9th Aug so it certainly changed with the change of order.

Nothing anywhere has said Tuesday 15th as a despatch date. If this actually happens (we'll see since I'm now expecting you to say something is out of stock) that means an order change (acknowledged as made and paid for before noon on the 10th) won't arrive until the 16th.

How do you expect customers to have any idea what's going on when your basic communication systems fail consistently? I've had nothing from Scan about this despite raising it here many times in the last 48 hours or so.

My last post asked about a complaints process and contact details for a named manager. I'd appreciate the info. I'd also ask that Scan checks to see that my order is complete and the parts I'd ordered are reserved and haven't been sold to someone else.

My customer whos parts these are for will be expecting some sort of 'compensation' from me, shouldn't I be expecting something from you I can pass on as a good will measure to my customer (DVD's etc)?

[Chris P]

The original order with the out of stock items was an estimated despatch date of 9th Aug so it certainly changed with the change of order

Estimated despatch dates are based on the volume of orders and the time the order is placed so can change according to these variables.

Nothing anywhere has said Tuesday 15th as a despatch date

The confirmation e-mail will confirm, the order has been despatched on the day of despatch as always

How do you expect customers to have any idea what's going on when your basic communication systems fail consistently?

Our communication in no way has failed, the conformation e-mails will be sent on the day of despatch. The last confirmation E-mail confirmed the out of stock items and further coomunication will be sent when the stage of your order changes.

My last post asked about a complaints process and contact details for a named manager

I am the Retail Sales Manager " Christopher Padidar " you can either contact myself directly or the Customer Service Manager.

My customer whos parts these are for will be expecting some sort of 'compensation' from me, shouldn't I be expecting something from you I can pass on as a good will measure to my customer (DVD's etc)?

Despatch dates are estimated and the bulk of the delay has been down to out of stock items. The order has now been marked urgent and will be despatch as soon as possible. The estimated despatch dates ( Which are not a garunteed ), which we will of course aim to achieve and you are sent emails to confirm each stage of the order process as it completes successfully. Once the order has been despatched from Scan, Citylink then guarantee next working day delivery between 9am-5.30pm

Your order has now been picked and is currently being serialized. The order will ship tonight for delivery tomorrow.

Regards

[BigBry]

Chris, thanks for the reply, let's hope this troublesome order gets here tomorrow.

I'm not going to keep arguing with all your points since you obvioulsy think things are going ok with Scan. I disagree, that's clear.



However my LAST email from Scan about this order said;

Invoice number:E***539
Estimated Despatch Date:10/08/2006

Further to our telephone conversation.

I can confirm that I have made the following amendment.
Deleted:
Sstone BLK LC13B LASCALA D/TOP
Added:
SST BLACK LC20B DESKTOP CASE
LN 13882
2x
SStone FN82 80x25MM 2100rpm
LN 12130

A further £** has been debited from you card.



You said above

'The last confirmation E-mail confirmed the out of stock items and further coomunication will be sent when the stage of your order changes'.

I expected to have had some communication from Scan saying my order didn't ship on the 10th or the 11th for xyz reason - nothing was sent, hence my increasingly annoyed posts in this forum which went unanswered for what I considered to be an unreasonable length of time, particularly when there was other Scan activity in the forum.