BAD Customer service by the best Retailer of the year SCAN, I am not happy

[fairfax]

I ordered Scythe Ninja, alonng with other things on Wednesdays 3:00pm By Phone! Talk to the sales guy order went through, and was told everthing will be delivered on Friday.

Got an email on Thursday night 8:00pm?, said '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. Ninja Fanless Heatpipe Cooler
Estimated Lead Date = 07/12/2006'

I notice there are other delays posted on the forum, all having the same estimated lead time 07/12/2006, what is going on.

Scan explan.

[MD]

That sort of attitude doesn't deserve help, you might be angry, but why you expect help from people when you talk to them in that manner is totally beyond me.

[fairfax]

is not asking for help? i am telling people what happen, yes I am angry about it. Hope Scan take notice and do something about it.

[MD]

you telling Scan to 'train their staff' and accusing them of 'lip servicing' when you are looking for them to do something about it isn't exactly right is it?

You don't know the facts, nor the problems that caused this and posting a first post on a public forum with such accusatory remarks is quite surprising thats all.

[redsky009]

just call up CS and get them to replace the Ninja with something else, or have it taken off the order and get a refund and the rest of the items shipped straight away

[fairfax]

Matt, I see your point of view, post edited

[Mossy]

I am sorry your order has been delayed if you would care to give me a call or PM me your details/references I will try to help you as much as possible.

Thank you Matt D who can understand that problems do occur with orders and its the fact that we are willing to help quickly that we are the retailer of the year not the fact that we sometimes run out of stock on busy periods

[fairfax]

Called the Scan CS, Ask them what was going on. The explanation was 'item delay' whole order wasn't delivered. Next delivery date will be monday. They dont do delivery on Saturdays

They claim it wasn't their fault, toke a of day off work on friday for this, cant get of work on monday.

Not very happy, feel being time wasted, canceled the whole order, buying from other vendor.

buying from scan? will think again.

[muddyfox470]

This has happened to me frequently, and it does just seem like they keep minimal stocks, as so much stuff is always delayed.

I think 3 orders of mine have been delayed in total now

Ian

But still better CS than I would get from ebuyer or anywhere like that, and the fact they have presence on hexus is always a good sign, they are always happy to help

[Mossy]

FAIRFAX

We do try our best to make sure everyone gets their order, I can't believe you choose to use another vendor after we have tried our hardest to help you. Unfortunately we can not offer a Saturday delivery due to the cost of this to us but offered to help as much as we could even though you tried to gain free delivery through Hexus when at the time you had not even made 1 post. I can see your reasoning clearly.

[kalniel]

Scan do provide excellent service and prices, however there are two compromises you have to accept unfortunately:

1) They charge you for the order when placed, regardless of delays/stock. If you change your order you then have to get a refund which takes a while (and had been forgotten both times I did this, I did get an apology though).

2) Stock is often a problem and they don't reserve parts, meaning if an order is delayed for stock reasons on one part, by the time that comes back in another part can go out of stock and the entire order will continue to be delayed, all the while you have already paid.

Neither of these I'm terribly happy about - I suggest minimising the risk of 2. happening by splitting the order into as many parts as you can without them becoming too small in value. 1. Can only be helped by ringing just before you place your order to check stock levels - this is especially a problem on today only items as they sell out very quickly.

It's also a bit frustrating to feel like you have to chase things up so much

That said, I'm still shopping here lots, so I think it's worth putting up with these problems for the other benefits that SCAN provide.

[Chris P]

fairfax

I would like to look into the issues you have experienced with your order in depth even though I understand you have now cancelled the order.

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

[fairfax]

help as much as we could even though you tried to gain free delivery through Hexus when at the time you had not even made 1 post.

Thanks for the patience and trying to get me the free delivery, however, at the time of order I read the 'Scan2HEXUS Loyalty Programme - Information and Rules', and i said I wasnt quiltifed'

After reading

If you change your order you then have to get a refund which takes a while (and had been forgotten both times I did this, I did get an apology though).

Kind of worry about how long would my refund take.

[redsky009]

Fairfax, i can understand that you are frustrated and its really annoying when you have taken the day off work and something doesn't arrive (happens with many vendors)

I do think, however, that you could have resolved the issue fairly easily if you had given it a chance. If you have a look at all the 'negative' posts here, they are all pretty much resolved, usually quickly and with a level of service much higher than you would get from another retailer..

What was the point of you posting here if you didnt give the guys at Scan time to resolve the issue? They are always helpful and just coming on here and abusing them and then having a bit of a tantrum doesnt really help your situation - if you post here wanting a solution to your probelm, at least let them do that...

[Steve A]

Refunds usually take around 3 working days on average ..

[fairfax]

Redsky, I understand your point of view, But I gave Scan customer service a call this morning around 9:05am, it was more like tell me the bad news again and 'thats the way it is', far from helpful.

Yes I am disappointed but I am not trying to flame Scan, TBH I am very pleased to see ChirsP and Steve A replies