Why has my in stock order been delayed? :(

[No.72]

I ordered a case the a380 and a headset on Wednesday, but I have just received am email that it will be delivered much later than it said it would deliver it? I quote 'Please regard this email as an active notification of a delay in your order, due.to a temporary shortage in stock of the following item/s:
1. Xclio A380 Case Silver
Estimated Lead Date = 07/12/2006
why is this delayed because when i ordered, it was in stock?
I am quite unhappy over this as I was looking froward to havening it on Friday!

[No.72]

Why has this been delayed when it said it was in stock when i bought it, and it still is! http://www.scan.co.uk/Products/Produ...oductID=437051

[db2431]

I got the same,Im very confused and unhappy with service.

[mi9tchy]

i ordered on tuesday at 12pm

[No.72]

Same this is very odd?! Scan have some very unhappy customer's to please.
It did state when i bought it that it was in stock. So to me I feel that I have been mislead when buying this product.

[YorkieBen]

Scan's online stock indicator isn't 'live' (I dont think most online places are).

there was a post a while ago about this, apparently a live stock system is extremely expensive or something.

im sure scan will get back to you tomorrow

[topgun23]

Anyone seen a review on this case cos it sure is ugly! Im sure scan have just taken the boy racer off sale cos they have now seen it in the flesh, and they couldnt do it to their customers.

[Chris P]

No.72

I would like to look into the issues you have experienced with your order in depth.

The OOS e-mail should never have been sent and the order should not have been delayed.

Before I can take this any further and confirm where exactly the issue lies, which has caused this out of stock E-mail to be sent please can you confirm your invoice number or real name and Post code.

Please PM me your details at your earliest convenience so I can investigate this issue for you and stop this from happening again..

Regards

[Chris P]

No.72

We have investigated the issues you have experienced with your recent order with Scan Computers, regarding an order placed for stock items only receive an e-mail stating the items are actually out of stock with a lead time of 1 week.

We basically have 2 warehouses where stock can be held. This issue has occurred as a stock item has been added to our re-order list, as stock was being held at our second warehouse, when in fact the allocated picker’s procedure was to add the item to our transfer list for the item to be brought over to Scan to enable the order to ship. As the item was added to the re-order list an e-mail was automatically sent confirming the product as out of stock and a 7 day lead time.

We have confirmed this issue has occurred due to the allocated picker misinterpreting the information shown by our stock allocation systems and not correctly following procedures.

I can assure you the items ordered has been stock items and not incorrectly advertised as such and you should have experienced no delay to the estimated despatch date provided.

All of our new picking staff undergo extensive training, however extra training has been provided for our stock allocation systems and will continue to monitor the situation to ensure this issue is no longer occurring.

I can assure you this issue has now been resolved and extra training provided to prevent this from ever happening again and sincerely apologise for the issues you have experienced when placing your order with Scan.

I hope this shows we are a company who listens to customer feedback and takes any negative issues extremely seriously resolving them swiftly, directly in relation to customer feedback, which is why we feel is one of the reasons we are the Retailer of the Year 2006.

We believe a company really shows its worth in the way it deals with issues that do arise. As they say, it's not so much the problem but the way you sort it that counts the most, and this sentiment very much reflects the Scan philosophy!

I hope I explained the reason why this issue has arisen and taken to steps to resolve this to a satisfactory standard and hopefully your faith is now restored in Scan.

Please feel free to contact directly if you have any further queries.

Regards
Christopher Padidar
Retail Sales Manager

[No.72]

Ok thanks for taking the time to write that s.a explaining what has happened, and I fully appreciate it. Also that you say measures will be taken to prevent this from happening again, which is very pleasing for the people who are going to read this and buy products from you. But at the end of the day it is just very annoying for me as this error should not have happened.

I just want my case. SOON

[Chris P]

No.72

Please can you PM your invoice number

Regards

[No.72]

I have

[No.72]

I would just now like to point out how fantastic Scan has been in helping me with this problem, and personally thank chrisP for the super help he had given me I quote 'I have upgraded the delivery to Saturday pre 12am for you at no extra charge.

So the whole order will arrive tomorrow 2nd December pre 12am.

Again apologies for the issues you have experienced and I can assure you this
will not happen again.

Have a good weakened '

That was chrisP, I will continue to use scan for all my computer needs and I hope this negative thread does not put anyone off buying from Scan, as it is a excellent service, and I would recommend this to anyone. I have experienced a very short delay, which shows the excellence of scan

[dave87]

Nice one Scan

Hope you like your new bits