30/06/2018 " Hi,
Super excited to see you supporting cryptocurrency. I would usually pay with bitcoin as I love(d) it. Then when the team in charge started screwing around with it and messing up the fees I bailed and switched to Bitcoin Cash as that seems to be much closer to what I bought into.
Anyway, I dunno who you use for payment processing but if it's bitpay I think they allow Bitcoin Cash too. I'd be super happy if I could buy stuff with that. (<$0.01 per transaction! and you dont pay any fee at all!) " More Info
13/06/2018 " Ordered a new laptop a few days ago. It arrived today and has a dead pixel on the screen. I've been told that it is not seen as a fault and that if I want to return this BRAND NEW laptop with a fault I will have to pay for it. What a joke, I will never order from Scan again. " More Info
26/05/2018 " I made a purchase at Scan recently on a Friday at around 4pm. When I ordered I was given the option to pay the normal £11.50 to be delivered Tuesday, as it was a bank holiday. Or to have it delivered sat or sun at £12.50 so I payed the little extra as I needed the delivery over the weekend. Now ive been informed my delivery won't arrive until Tuesday so I wasted my money paying for the next day. Wouldn't mind quite so much as these things can happen especially on a bank holiday. However, what does bother me is that I've paid for the service and it was at 4pm when I was notified by DPD of the non-delivery of items expected tomorrow and this was already a day later than expected. It would have been nice to be informed earlier I could have picked it up if I knew it wouldn't be delivered until Tuesday
I appreciate that this may be out of your control but you are charging for a delivery service that gives advance notice of delivery and then does not deliver when specified. If your delivery service was free like some of your competitors then I would have no complaints.
-------------------------------------
The customer has CONSENTED to publishing this online " More Info
30/01/2018 " Product was received by RMA team on 18th Jan. It is now 30th Jan and still haven't had it returned despite last time I spoke to adviser they said I would have it by today.
I cannot see dispatch status on the rma tracking page.
Appalling customer service! " More Info
22/01/2018 " Scan service cannot be bettered, unfortunately this time the courier has let them down, my delivery due on Friday 19th of Jan arrived 4 days late after touring most of England!! - I expect this to be a “one off” as in the past all has been well, I would hate to rate this courier with some of the lesser carriers I have to deal with - just hope the HDDs have not suffered any problems on their walk about. " More Info
12/12/2017 " Can't fault the service I keep getting from Scan, and the Christmas giveaway is a superb idea. There is just one flaw, not all of us use Twitter or Facebook (or will ever want to). And not all of us out here in consumer land have a smartphone either. So for us, we're never going to win any prizes...
And while I'm in moan mode, there is never or very rarely anything wireless network related on offer in the Today only page. " More Info
06/12/2017 " I've made two purchases at Scan recently and on both occasions have wasted my time waiting in for delivery from DPD. I wouldn't mind quite so much as these things can happen. However, what does bother me is that I've paid for the service and it was at 4pm when I was notified by DPD of the non-delivery of items expected today.
I appreciate that this is outwith your control but you are charging for a delivery service that gives advance notice of delivery and then does not deliver when specified. If your delivery service was free like some of your competitors then I would have no complaints. " More Info
28/11/2017 " I placed an order which included some headphones and a gaming chair. I paid extra for Sunday delivery, as this was the only time I was available to receive it.
Sunday came and only the headphones arrived and when I contacted DPD they said that the chair wasn't coming because "they had not been able to load it on to the van". Apparently it's "hard to do their job on a Sunday".
At the time of writing I still have not received the chair yet, it's supposed to be delivered today, they suggested yesterday but I already had plans to go out, which could not be changed. Now I have to wait in again today which I had not planned for to receive the chair.
Obviously this service has not at all met my expectations and this has been a very frustrating experience for me. It's not only that I paid for a service which I did not receive it's that now I have to spend a precious day off of work waiting for a delivery to come, and I don't have the chair and am unable to use it when I wanted to.
I am not interested in excuses about Black Friday being a busy time, this time does not come as a surprise and should be planned for accordingly, services which you are unable to deliver should not be offered.
I spoke to "Jonny" on live chat and while he apologised and gave the excuse that DPD were busy because of Black Friday he only offered me a refund on the delivery charge I had paid. This is the absolute minimum I expect in this case for the reasons outlined above.
I have been a very loyal customer of yours over quite a period of time and I really think that if you want to keep my ongoing goodwill for your company you will offer me something more that reflects the cost to my time, inconvenience, disappointment and frustration in this case. " More Info
28/11/2017 " I placed an order which included some headphones and a gaming chair. I paid extra for Sunday delivery, as this was the only time I was available to receive it.
Sunday came and only the headphones arrived and when I contacted DPD they said that the chair wasn't coming because "they had not been able to load it on to the van". Apparently it's "hard to do their job on a Sunday".
At the time of writing I still have not received the chair yet, it's supposed to be delivered today, they suggested yesterday but I already had plans to go out, which could not be changed. Now I have to wait in again today which I had not planned for to receive the chair.
Obviously this service has not at all met my expectations and this has been a very frustrating experience for me. It's not only that I paid for a service which I did not receive it's that now I have to spend a precious day off of work waiting for a delivery to come, and I don't have the chair and am unable to use it when I wanted to.
I am not interested in excuses about Black Friday being a busy time, this time does not come as a surprise and should be planned for accordingly, services which you are unable to deliver should not be offered.
I spoke to "Jonny" on live chat and while he apologised and gave the excuse that DPD were busy because of Black Friday he only offered me a refund on the delivery charge I had paid. This is the absolute minimum I expect in this case for the reasons outlined above.
I have been a very loyal customer of yours over quite a period of time and I really think that if you want to keep my ongoing goodwill for your company you will offer me something more that reflects the cost to my time, inconvenience, disappointment and frustration in this case.
------------Scan Employee Ref--------
I have spoken to Jonny, he wasn't particularly helpful. " More Info
28/11/2017 " Ordered my item on 26/11/17, arranged delivery for 28/11/17, paid the extra to have it delivered by mid day.
Of course just because you have an arranged and prepaid for a service doesn’t mean you’re going to get it in this respect SCAN didn’t disappoint: it is such a shame to encounter company that displays the royal warrant but then disregards its contracted obligations.
Obviously my review won’t be posted by SCAN, luckily there are other sites I can use for this purpose. " More Info
27/11/2017 " I didn't buy a x34a from scan today because you charge VAT on items to Iceland... but you shouldn't. If you had done it right, I'd have also bought a GPU with it. Please remove this VAT as it shouldn't be added. " More Info
03/11/2017 " As a first and last time customer I Placed an order online for a Boss RC202 & Microphone. Scans website stated clearly both items were in stock and orders before 5pm were shipped the same day.
I got a text stating my payment had been processed and my order was being picked. I then got another text stating they had No stock and were awaiting an ETA on new stock. When I phoned to cancel & get a Refund I got a lot of excuses and I am sure more excuses will follow in the follow up to this. The worse part is the next day after I receive my refund their website shows the Boss RC202 is IN Stock!! Beware. " More Info
24/05/2017 " Hi
I have to admit that delivery was really well organised and update on time. What I am not really happy with is the package itself. Except issues that I experience and submitted to your tech support I was rather surprised that package itself was delivered just in bubble wrap without any paper work, short instruction or guarantee. Also lack of 4 screws to attached Hard Drive was unpleasant surprised. If this is how it should be delivered then this should be mention in bold someplace before payment.
Kind Regards
Marcin " More Info
10/05/2017 " I bought the computer for a lot of money Of course I paid for next day delivery. The second day I got a message that they haven't got 1 item in stock and I have to wait until May 24 for the whole lot, I almost got nervous break . Waited a year And now the second day I'm waiting for the money back I'm very unhappy with the service scan and I do not recommend anyone use this site they don't care about the customer. " More Info
31/12/2016 " This is my first purchase with Scan Computers and bought a graphics card worth nearly £700. I paid around £12 to have it delivered two days later. Waited in all day and decided to phone DPD who told me the Scan Computers didn't send it to them in time for my delivery day.
I feel very annoyed that I've spent all day waiting for it and spending £12 on postage.
wishing I could get my money back now. " More Info
13/12/2016 " It gives me absolutely no confidence buying from any company listing so many refurbished products along side their new products. Having wasted so much time returning products with factory seals broken and repackaged items sold as brand new, to suppliers over the last several decades, I now look for every indication that the company that I am buying from is only advertising and selling new factory sealed items and that it is clearly indicated on the website, or that assurances are given by the company to that effect. Any products listed as other than new should be clearly separated from the new items on the website or ideally sold on a separate site under an alternative business identity. " More Info
30/11/2016 " I ordered a £340 processor and you would expect them to package it correctly. However I received my order and heard a distinct rattling sound. Upon opening the package my processor was outside its protective plastic box and freely bouncing around the entire journey. The protective box was also in the container but firmly locked shut empty. For an order of some worth to be so badly treated is very unsettling and has significantly annoyed me. " More Info
26/11/2016 " While the product itself was fantastically priced, my experience with delivery has so far been terrible.
The first delivery email I received on the 25th was great, filled me with optimism and let me know I would have time to do everything else I needed to get done on Saturday:
"On the morning of Saturday 26th November you'll receive a 1 hour delivery time slot and you'll be able to live track your order on its way to you"
The second delivery email I received on the 26th at 11.55AM (technically still morning but only just) was less than inspiring:
"Your Scan Computers order will be delivered today between 06:00-17:00"
My definition of "1-hour delivery time slot" and Scans differ quite considerably. Now I am sat waiting for a delivery, unable to go and do anything else I need to get done today.
Very unimpressed. " More Info
20/11/2016 " Don't like new web site where is the list by lowest price and make filter gone? " More Info
18/11/2016 " What on earth have you done to your site? it looks stupid on a 30inch monitor. not being able to see a lot of products to sift through looking. looks like I've got a 30inch mobile phone. I used the old site to just browse through simply and easily when constructing or planning projects or jobs. now it just does not work like that. to much interface not enough easily available product. I hope you resolve this to something quick and usable again or my time using you site because of its ease of information will be a chore and not a pleasure,
Thanks Ben " More Info
09/11/2016 " Hi I have to buy you Order #205-1798849-2357919 you choose to be a fast shipping and paid for express shipping, and you said to me that access shipment date is on 10/11/2016, but he and I received from you a mile stating that access on 11/11 On this date, a date will I have left this Title so I hope the delivery of the consignment to me tomorrow on 10/11 with thanks " More Info
09/11/2016 " in this link: https://www.scan.co.uk/products/315-samsung-ls32e590cs-curved-ultra-wide-monitor-va-panel-displayport-2xhdmi-1920x1080-350cd-m-5k1-4 the info is wrong, this monitor is not Ultrawide, ultrawide is when it has a ration of 21:9 and a resolution of 2560x1080 or 3440x1440, this is 16:9 FHD 1920x1080 " More Info
09/11/2016 " At the top of the main page you have a list of different types of items to buy. One of them is "GPU - Nvidia". When you select this it gives you a list of Nvidia cards to choose from. One of the options is the "NVIDIA GeForce TITAN - PCI-E 3.0". I don't know if this is an error but it gives a link to fully built PC with the graphics card included. Shouldn't it "just give a link" to selling the individual Titan gfx card and "not" a whole PC system. Some people might want to just by the graphics card separately and not a fully built PC system with it in. " More Info
08/11/2016 " Tried to make a payment via Credit Card which could not be authorised so I tried again with PayPal, again not authorised. Phoned up to ask why and was told the address of my PayPal does not match my delivery address so there was nothing her could do. Ended up missing the deadline for orders today.
I ordered items yesterday fine, so why not take payments today? Not good. " More Info
01/10/2016 " After being a loyal customer at Scan i am extremely dissapointed in their conduct in regards to my problems.
Had a £3000 laptop and a £1800 laptop both fail within a year of purchasing from Scan.
Very much a "talk to the hand" attitude as my laptop was out of warranty. Nothing they would do, not even a whimper.
Manufacturers warranty isn't worth the paper its written on either, although this i not the fault of Scan.
Will i use Scan again? Absolutely not.
------------Scan Employee Ref--------
Amanda " More Info
30/09/2016 " How can you possibly charge me over £24 for 8 cable combs weighing barely 50g?(delivered to Northern Ireland) Northern Ireland is part of the United Kingdom so can someone please tell me why it costs more to post the items, than the items actually cost to buy in the first place? Is there no option to choose 2nd class mail to get them posted to me? Do 8 cable combs really need £10s worth of courier charges??? " More Info
05/07/2016 " Not a problem with the service received. I recently purchased an MSI ARMOR 1070 OC (I wanted a 1080 but funds are funds) and was led to believe it was fitted with a backplate as there was a tick next to the back plate section on it's specifications page. There is no back plate on this particular edition of card and probably would have chosen a different model. " More Info
05/07/2016 " Hi there,
I place order 00E2792408 on the 23 June, I received an email a week later saying there would be a 3-4 day delay, but I still haven't heard anything nor has the machine started to be picked. Any idea when I expect it? Thanks " More Info
17/06/2016 " Appalling service, dealt with scan a few times and spent a couple thousand with them and never had any issues until now, placed an order 25/05/2016 confirmed order for today 17/06/2016 received an email last night to say this will now be a further 10 days.
I had already arranged for me to take the morning off to pick up the package,thought I'd give them a ring to sort this out. Big mistake.
Spoke to a gent who was very unhelpful, fobbed me off and didn't care, I didn't get his name as he .humbled his way through that. I'm shocked I'm 600 quid down and have nothing for it, the lack of communication is astounding I should have ordered through Amazon. I will be contacting trading standards. " More Info
06/06/2016 " I have been trying to find out what has happened to my order (E2778583). It was not delivered on time, or indeed at all!
I've had FOUR attempts at contacting Scan customer service - all ignored. " More Info
01/06/2016 " I appreciate that the 1080 is incredibly popular, but I believe it would be better if you did not update the estimated dispatch dates to an earlier one. Yesterday, I received an email saying that more stock would be received today and that it would then be dispatched. However, of course there was no dispatch and it then went back to the original date of the 2nd June. I just feel that this form of false hope is not fair on the customer if it cannot be adhered to. Just a piece of constructive criticism. Thanks! " More Info
03/03/2016 " Evening,
I am a long standing customer of Scan but,
Never again in my life will I ever make an international request for delivery outside of the U.K. I was so excited to know that Scan does Internation deliveries, however:
Absolute terrible handling of customer orders by DPD and SPEEDY. I waited paitantly for 8 days for delivery of which arrived, sooner than expected, getting me all excited but upon inspection of the box, I found a massive hole on the side which to me indicates tried theft or damage whilst in transit. One can clearly see whomever tried to seal the hole had no idea how too.
I now have no idea in what state my sensitive items would be in of which I paid so much for and having all my excitement ruined upon seeing the state of the delivery box.......:-(. I will test my new rig for the next few days when I am able too, hoping that all will go well. " More Info
19/11/2015 " I won't be shopping at Scan again due to only getting a partial refund. £12 out of pocket having to send an item back, and then to get cheated out of another £6 on my refund. If this was amazon i would get the full refund and the return picked up for me instead of having to do the legwork.
Disgusting service, will be my last time ordering from scan, i'll pay the extra on amazon, all the while knowing i'll get my money back. " More Info
17/08/2015 " Your chosen delivery company did not deliver my parcel. I have been in all morning. Instead they sent me a photo of my BACK door their driver must have taken and left 2 blank calling cards stuffed under my patio table chair leg.
In the text link I followed from you to the DPD site, they told my no one was in. As mentioned I was in waiting for the package as I urgently needed this order. Today. However now I can't get it until tomorrow. Another day that I will have to ensure I am at home, and as I cannot trust they will deliver it, nor wish to pay extra, I will have to drive to their depot to pick it up.
This is wholly inadequate service and not what I expect from Scan. " More Info
15/08/2015 " I asked to return an item (Core i5 Processor) as per your voluntary returns policy, my issues were not addressed, despite me quoting direct from your own page, each contact took over 5 days for a response and now I'm stuck with an item I don't want, tried to return under your own policy and have bought an upgrade for from yourselves. I am confused and angered by the way I've been treated, I bought replacement items from yourself bringing my total spend to over £1000 and I massively regret spending that money with a company that can't explain it's actions and why it hasn't honored it's own policy, if I had a clear, concise explanation then I'd be a lot happier but my last response from yourselves didn't address what I've asked, which is frankly unacceptable
In short, poor communications, no clarity on issues raised and a shocking timeframe for response.
------------Scan Employee Ref--------
Gareth 1505045 - {60106BB9-52D4-4BB9-99E5-36448CDAB5EA} " More Info
23/04/2015 " I received my order yesterday. But although I was led to believe that I would receive an email notification advising what date and time my order would be delivered, I did not. Although you said "on the day of delivery, DPD will send you another email advising the name of the delivery driver so you know who to expect" I received nothing. I didn't receive "another notification advising a 15 minute window when the named driver will arrive at your home or business" and I also didn't receive all of these notifications by text even though I supplied a mobile number. In fact, I received nothing, and this resulted in me having to stay at home for 2 and a half days with no idea when my order would arrive. This is terrible service and I will think twice before ordering from you again. Yours, Sarah " More Info
23/04/2015 " Use scan for everything and always been more than happy. Only downside this time was that on a rather pricey order the packing was pretty poor and the content was moving round freely. " More Info
16/04/2015 " The box had a dent in it. However, the delivery was quick " More Info
16/04/2015 " Delivered on time - fantastic!
However the graphics card was rattling around in the box before I even opened it - not a good sign at all. I do hope it works. " More Info
14/04/2015 " Paid extra to have disc delivered before midday it didn't arrive until 12.20! " More Info
13/04/2015 " I wanted to order 2 micro sd cards at the same time as this 10" tablet, but the extra p&p charge was almost the same as the cost of the sd cards. Sales told me that this could be rectified, but by then the order had been processed and that I could not add them to the order. " More Info
12/04/2015 " Hi,
I am still waiting on the outcome of my query Query 1455305 - {F28CF619-B38E-48FD-A053-3DE96AA061D2}. I was not happy with the outcome the customer service agent gave me. I feel that I should be given the full delivery cost back as I waited around all day when I paid for a before 12pm delivery.
Can someone please advise or put me in contact with a manager.
thank you. " More Info
10/04/2015 " Scan were excellent, but DPD were not. They took it to the wrong address and then when there was nobody there, returned it to the depot! Really happy with Scan but very unimpressed by the courier. " More Info
10/04/2015 " Hi,
This is my first time using service provided by you ( Scan.co.uk) and last. I'll briefly explain the situation for your future benefit , so you can avoid it or not ;). I made order on 08/04/15 with next day delivery before 12pm , at 7pm 9/4/15 I received message about my order being delayed ( I was especially looking for items that are available , cause i wanted to receive them next day and website assured me with that), I try to call u back with no success. Next day which is 10/4/15 i manage to speak with you and person i spoke with assured me about delivery arriving at my home on 11th April and again i received msg at 7pm with order being delayed till Monday 13th.
To conclude this- I lost 300 pounds due to my booked tickets, plans on the weekend and my stay being delayed. " More Info
08/04/2015 " The large box was delivered on time, but every corner was crushed and there was a small ding in the side :-(. The interior boxes were also all showing some corner damage (Looks like the package went down a flight of stairs!). I've unboxed all parts and they all look OK to the eye (Phew!). I will not be building the system for a couple of days so can't actually say if anything is actually damaged yet. I'll update once the build has happened when I hope the indifferent face can become a happy one! " More Info
03/04/2015 " It was initially hard to find out what time the cut off times were for next day delivery. When I placed the order, all the items were shown to be in stock. I ordered for next day pre 12pm. I then get an email at 9pm that night to say that some items were out of stock, despite your website indicating that they were definitely in stock. This was totally unacceptable as the items were for a business client of mine, who were expecting delivery and installation of the items the next day. Obviously this got delayed causing disruption to both our schedules and me having to apologies to my client for the delivery being a day late. I shall not be using Scan again. " More Info
03/04/2015 " terrible service from DPD I paid for a Sat delivery and then Im advised its being delivered today so had to drive 30 miles to get delivery as I had no option for changing the delivery to tomorrow only Tues next week??and also the DPD driver confirmed they would not be delivering anything tomorrow Waist of Money paying for Saturday delivey " More Info
02/04/2015 " For hard drives, most manufacturers recommend packaging such as this: http://i1099.photobucket.com/albums/g388/Secondbyte/Packaging/222%20Optimum/Photo2083.jpg
Scan usually use bubble wrap for their hard drives. Even so, in this order the drive was shipped with an Icy Box enclosure, which meant the hard drive was floating around slightly in the DPD packet with not too much bubble wrap around the drive itself.
In this case, where a larger boxed item was sent with the hard drive, a cardboard box with an appropriate amount of shock protection packaging inside for the hard drive would have been a lot better.
Currently in the process of testing the drive. " More Info
02/04/2015 " my order was delayed as it was sent to the wrong depot even though I paid for next day delivery it was therefore a day late. " More Info
30/03/2015 " Was annoyed that I was charged for next day delivery but found out after that does not include Saturday which I think is poor in this modern time when most businesses class Saturday as a working day but product was good " More Info
09/03/2015 " -------------------------------------
Customer Comment Details
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I was just about to order a hard drive from you but on putting in my address found that you are charging almost £10 extra to deliver to Moray. To add insult to injury you seem to think that we are not part of the UK mainland. I'll look for another supplier
------------Scan Employee Ref-------- " More Info
28/01/2015 " -------------------------------------
Customer Comment Details
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On the 8th Jan 2015 I ordered a Corsair Vengence keyboard (£94.43)(invoice no E2419465) to be delivered the next day to Lincoln by UPS. I was then that evening that this order would not be fulfilled. I contacted your company and was told that this was a problem with UPS and that you would send the order out via DPD (invoice no 02276083) and it would arrive on saturday 10th (instead of friday 9th). The package did not arrive as it was sent to my billing address in London, I had never asked for it to be delivered anywhere but Lincoln. I again contacted your team, who informed me that this would be sorted (after two phone calls) and it would be delivered on sunday the 11th. The package was not delivered on sunday and I spent 29 minutes on hold, being told that I was the next in the queue with 5 mins to wait, this did not change and I hung up. We finially spoke to someone on Monday 12th who arranged for the parcel to be delivered on the 13th, 4 days late. the keyboard was a gift for my father who's birthday was on the 10th. I was unhappy about the difficulty and stress the whole process caused, especially as my brother recommended your site as he has spend approximately £5000 with you. I was even more unhappy to discover that the phones calls I made to your company to try to sort this mess out has cost me £16.34 in charges. There was nothing we could do about not being able to give my father his gift on his birthday, and not even being present when it arrived as we had to return to our homes. However, I would appreciate it if you would refund me the cost of the calls I had to make to you please.
------------Scan Employee Ref-------- " More Info
09/01/2015 " -------------------------------------
Customer Comment Details
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Used to he good place to buy components, but not any more. Helpful but incompetent untrained staff at customer service. My last "urgent" order was delayed over and over due to parts not in stock, replaced by them with another parts as well not in stock. After 2 phone calls over 2 days finally dispatched but some parts selected by another operator incorrect yet again.
No reply to my complaint email, no apology, no refund of postage as promised. Absolutely incompetent! I've spent here over £1500 but have been let down. Unfortunately cannot recommend.
------------Scan Employee Ref--------
00E2415777 " More Info
03/01/2015 " -------------------------------------
Customer Comment Details
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Hi my order (invoice:E2414386) was placed for a Saturday delivery. I noticed it had not been despatched so I phoned up customer services to find out when it would be delivered to find out it would be despatched Monday. I paid extra for the delivery and am now not recieving this service. I'm quite disappointed. If it was mentioned on the website that there was an 11am cut off time I would understand. I would like to request a refund for the delivery charges as I feel I have been conned out of money for a service I am no longer to recieve.
Many Thanks
Harry
------------Scan Employee Ref-------- " More Info
31/12/2014 " -------------------------------------
Customer Comment Details
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Hi,
RE: Order 00E2412090
I placed an order for in stock items on 30/12/2014 for next day delivery. I have subsequently received a "we have no stock" email and have been told that there will be no stock until 06/01/2015. How is this possible that you cannot deliver in stock items?
I phoned and spoke to Vishal who explained that the website is "often wrong" and displays incorrect information about stock levels as it often shows items that are out of stock as being in stock. He advised that if I really wanted to know what was in stock then I should phone customer services for them to check stock levels.
Also Vishal made two conflicting statements that:
* "items are allocated in the order that they are ordered" (i.e. earliest orders first before later orders)
* and "items are allocated in a random order" (i.e. random luck as to whether you get the stock or not)
He also said this not an uncommon problem with customer orders. This can clearly be seen in your feedback section at https://secure.scan.co.uk/aspnet/theword/Feedback.aspx?T=2
This is not really a complaint about Vishal as he was helpful and polite and tried to resolve the issues as best as he could within the limited options that he has.
The complaint is actually about your corporate policies and your website not clearly and accurately showing stock levels. It is unacceptable for a well respected company such as Scan to fail to provide its customers with accurate stock level information. Some of your competitors are doing so (e.g. http://www.aria.co.uk/) so why not you?
From this order, I've learnt that if I MUST have an order the next day then Scan is NOT the company to use and I should order elsewhere.
I really do hope you can improve the stock information displayed on your website. By continuing to do such a poor job, you risk loosing your most valuable asset - your loyal customers.
Mark
------------Scan Employee Ref--------
Vishal " More Info
23/12/2014 " -------------------------------------
Customer Comment Details
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Hi,
After a year of good prices and satisfactory service from Scan, I've afraid I have to end the year with a complaint.
Invoice No: 00E2405131
On Sat 20th I ordered the above and the website said I could have a Monday 22nd pre 10am delivery and so I paid the extra to do this.
On Sun 21st I received an email saying that my order would be delayed because of a shortage of the free gift. I immediately rang and emailed customer service saying I didn't want the free gift and was reassured that the order would go out the same day in time for Monday pre 10am. It was never dispatched.
On Mon 22nd I rang customer service twice. The first time I range at 11:00 and was reassured the order would go out the same day and I rang again at 16:30 when there was no sign of movement on the order to be reassured the order would be with me today. Again, the order has not been dispatched.
So, here we are on the 23rd and I've just received an email saying my order will be further delayed, with an angry client and a dissatisfied customer with an order that was not dispatched over an item I neither wanted or needed and would have easily fitted into an envelope to be posted at a later date.
To add insult to injury I rechecked the website and the free gift is no longer offered and in the same update the item is now £7 per unit cheaper, for a total of £56.
Had it been a day late and still in time to please the client, I would have put this down to the holiday period, but the biggest disappointment is that I have been mislead 3 times by customer service staff and I now have no hope that order will arrive tomorrow.
I would like to hear what Scan has to say over this issue and what action you wish to take to retain me as a future customer.
Kind regards,
Adam Howson
------------Scan Employee Ref-------- " More Info
23/12/2014 " -------------------------------------
Customer Comment Details
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I placed an order for the harbinger desk on the 14/12/14 expecting it to arrive well before Christmas so that it could be given as a present. You are still advertising these desks for delivery for 24th December. It is only by chasing last night that I have been told the item will not arrive before Christmas. I am obviously disappointed. Especially to find you are still offering delivery by 24th. I would like an explanation. I certainly will be reluctant to use your company in future.
------------Scan Employee Ref--------
Dawn " More Info
21/12/2014 " -------------------------------------
Customer Comment Details
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I recently received delivery of a X-box 360 wireless controller for windows (invoice no. 00E2388667). This order has had several issues. Firstly, despite being listed as dispatched on 01/12, delivery took a further two weeks to arrive. I understand that delivery takes longer this time of year but, in light of my second issue, this is unacceptable. Secondly, sometime during dispatch and delivery, the package has been crushed on the lower-right corner. This has torn the packaging up the right-hand side and made what is to be a christmas present look like a poorly handled second-hand item.
Had this been any other time of year, or had the advertised delivery date been upheld, I would have immediately sent the item back and ordered a replacement. As the controller itself seems undamaged and I cannot afford to wait a several more weeks, I will still be giving it to my younger brother this christmas. Regardless, I view this as unacceptable service and wish to make a complaint.
------------Scan Employee Ref-------- " More Info
26/11/2014 " -------------------------------------
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I paid for ‘before 12 next day’ delivery for my 3Dconnexion SpacePilot PRO (order E2379088) only to get a text at 8 that night that the delivery would be delayed due to stock shortage. When I phoned the following morning I was told that next day delivery didn't mean next day delivery?!?! And that in my case it was due to their only being one in stock that was then sold through the shop. Either you should not have taken my money for faster delivery or prevented the shop sale agreed?
------------Scan Employee Ref-------- " More Info
26/11/2014 " -------------------------------------
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INVOICE E2381968 arrived today exactly on time. For a parcel that only left you yesterday it was in a poor packaged condition prompting me to ask is this why you offer a warranty for products that may not work. You should explain that the cover should be taken out in case the courier wrecks the product. The product looks intact but is a Xmas present so will not be checked for a few weeks. I do hope I have no need to contact you in a few weeks. Your courier should be ashamed of how they have handled your products.I use the same courier on a daily basis at my place of work and we often see the same issues.
------------Scan Employee Ref-------- " More Info
11/11/2014 " -------------------------------------
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Hi there. Thank you so much for a good quality service, right up until the delivery. I've used your website over many years but simply cannot continue because of DPD (courier). I live in a complex of nearly 1,000 apartments and DPD's name is dirt. They don't try to deliver the parcels. They simply drop them off at concierge, each and every time. So much so, that our concierge staff is now recommending we don't use any vendor online that uses DPD to deliver with.
I've already contacted DPD (twice in the last two weeks as they've failed to even attempt to deliver to me directly) and they assured me this wouldn't happen again.
My custom, sadly, will go elsewhere as a good quality courier is very much part of shopping online.
Yours frustratedly,
Mike Williams.
------------Scan Employee Ref-------- " More Info
22/10/2014 " -------------------------------------
Customer Comment Details
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I spoke today to a customer support representative, and then to Dawn, regarding a delay of my order 00E2356702.
I will not comment here on the support given by the first person I spoke to, but Dawn was very helpful.
Instead I would like to address how Scan currently notifies customers of delays. It seems that, while Scan knew about the stock problems affecting my order yesterday by 4pm, I was only notified of the problem after 8pm. Had I been notified of the problem timeously, I could have addressed the issue with Scan and still received the remainder of my order on the scheduled date.
While discussing this issue, reference was made several times by customer support representatives to the high volumes of "thousands" of orders, and how this makes sending update emails a challenge. I don't feel that a volume of "thousands" in the current day, represents any sort of problem to getting information out timeously to customers. Yes I understand that you're not a huge operation etc. but if your volumes have grown to the point where you can't provide prompt and timeous information to your customers, you need to rethink your operations and upgrade and update where necessary.
On a separate note, I'd suggest that it's worth your while to review the grammar on your website and correct it. Regardless of the size of a company or the awards they have on their shelves, poor grammar always detracts from a positive image. For example, "logout" (while in common misuse) is not correct, the verb is "log out". As another example, your FAQ page is positively riddled with errors ("Situated", "What is Scan opening times", "order's", "Service's", incomplete sentence fragments and so on). Basic errors like these leave an amateurish, unprofessional impression. If you would like any assistance identifying and correcting these issues I am happy to volunteer my services.
------------Scan Employee Ref-------- " More Info
29/09/2014 " -------------------------------------
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Order placed on 19/09/14. Expected delivery on 20th in order to meet deadline of installation by 29th. Notified on 20th of delay of caddy until 26th. No indication if that included or excluded delivery time. No update on 26th. No update on 29th. Had to call and speak to some grumpy boy with v poor customer service skills, who told me that there was no no lead time - could be anytime. Looked at stock levels at other websites and called back to cancel order. Spoke to another grumpy young man who sounded utterly disinterested in anything. Had to ask if I could provide feedback. Also, the website is hideously cluttered, and unfriendly -much like your telesales staff. Won't be buying any hardware for our company from you again.
------------Scan Employee Ref-------- " More Info
05/09/2014 " -------------------------------------
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Scan doesn´t cancel requested orders, they make sure they are picked early next day so that customers don´t get a refund. This is the second time, moving to another hardware shop
------------Scan Employee Ref-------- " More Info
30/08/2014 " -------------------------------------
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Re Invoice No 00e2317859. Sirs, This is my first purchase from you. The transaction was smooth and delivery was satisfactory. Notwithsatnding, I would comment that as the purchase made was my first ever tablet, I was initially disappointed that no guidance literature came with it. I did note on the invoice your statement that it was up to the customer to search and download any required manuals. I submit that I did not read anything to this effect when making the purchase. I have since downloaded what is hopefully the correct manual, but I found that when browsing for it, there was an assumption that a quick start guide had been read. I have made some start with it, setting calendar and date and have charged it fully. However, when I start it up all I get is the date etc and a locked padlock sign which I can't find a way of getting past. I didn't get this earlier when making the few settings I have done, but it's all I get now. So, not the best of starts. Further re delivery costs, why are the Scottish Highlands classified as Non mainland and linked with Channel Islands, Eire and N. Ireland? I live very much in Mainland UK and in an area close to major arterial routes and a lot more easily reached from your neck of the woods than some parts of England eg. The West Country, never mind Eire etc. Of course I recognise the Scottish Islands are a different matter.
------------Scan Employee Ref-------- " More Info
26/08/2014 " -------------------------------------
Customer Comment Details
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DPD are quite possibly the worst couriers I've ever encountered. My order has sat in their Birmingham depot for 4 days now. Hasn't moved. I won't be ordering from you guys again until you at least have a different option. It's a shame too, because otherwise your service is good and your prices are decent.
------------Scan Employee Ref-------- " More Info
31/07/2014 " -------------------------------------
Customer Comment Details
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Bought some upgrades for my pc, to their credit, you had it out the door the next day, however DPD had the parcel sitting in their warehouse for over 24 hours. This is unacceptable service in my mind. I live in Northern Ireland and was about to order a pc case, all was going well up until the point where the only option for delivery was Monday next week. Are you serious? That was a few hours ago - midweek this week, and the best you can do is next week? Unbelievable. By nickel and diming on your courier, you only lose customers, which is what is happening right now.
I'm taking my money elsewhere, to a retailer that doesn't use exclusively third world delivery options.
------------Scan Employee Ref-------- " More Info
03/07/2014 " -------------------------------------
Customer Comment Details
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Not a major issue but noticed when running through various system build options that it is not possible to request two different sized hd drives to go with (say) a couple of ssds. You can choose 2 x 1tb but not a 1tb and a 2tb
------------Scan Employee Ref-------- " More Info
19/06/2014 " -------------------------------------
Customer Comment Details
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So I want to look at printers, I fill in some filters, hit return and what do I see? Bloody ink cartridges!
There is NOTHING MORE TEDIOUS in websites than having to scroll down pages because of the crap that is inserted above what you are looking for.
------------Scan Employee Ref-------- " More Info
12/02/2014 " -------------------------------------
Customer Comment Details
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I ordered 2 items [invoice id] (00E22006**) from which where marked as in stock at around 12pm midday and it took you until 19:05 for you's to email and text that my items will be delayed until the 19th Feb, thats my next day before 12pm delivery up in the air eh, I choosed that option as i needed them asap not frickin next week.
I'll be calling you tomorrow theres no excuse for what you've done, you plenty of time to notify me before you closed to either change or cancel my order.
------------Scan Employee Ref-------- " More Info
21/01/2014 " -------------------------------------
Customer Comment Details
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On Thursday 17/01/14 I ordered a 32gb samsung note 3 from your website. This was all processed as normal with 2 emails sent from yourself accepting the order then taking payment and advising mr that the desert date would be Monday the 20th. On Monday the 20th at 13:01 you sent an email to myself stating "Thank you for your custom. We're writing to let you know that unfortunately your order has been delayed due to a shortage in stock of the following item(s):
LN53333 -Samsung N9005 GNote3 32GB Blk
We have been informed that the above items are now discontinued and we're not able to replenish our stock as we had hoped. However, we're still able to proceed with your order immediately if you can select an alternative or remove this item. "
I called your hotline to get so help and advice only to be that you could offer me a full refund which while appreciated is really what you are legally obliged to do. The adviser gave me know other options and because of this I find myself having to take my business elsewhere due to the lack of any effort on your part to help a customer or give mr any reason to shop with you again
------------Scan Employee Ref-------- " More Info
31/07/2013 " -------------------------------------
Customer Comment Details
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EVERY price increases from the 'Scanshot' email to actually clicking the link and going to the site ,It has cost me several pounds on my last purchase because I didn't re-check the price but that will not happen again , because I've made my last Scan purchase.
------------Scan Employee Ref-------- " More Info
13/07/2013 " -------------------------------------
Customer Comment Details
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It took me ages to create an account as each password I tried was rejected because I "may have entered invalid characters" or something like that. By default I use 50 character randomly generated passwords, so I think what it meant was that the passwords were too long. A simple update to specify any upper limits on password length and more accurate feedback would make the entire process a lot smoother. I came close to giving up and just going to another vendor.
------------Scan Employee Ref-------- " More Info
13/09/2012 " -------------------------------------
Customer Comment Details
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It's relatively difficult to browse your site on my Android phone - it would be nice to have a mobile site or dedicated app. Otherwise, everything is top-notch.
------------Scan Employee Ref-------- " More Info
13/09/2012 " -------------------------------------
Customer Comment Details
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I have recently ordered two cables from yourselves, however, I feel the amount of bubble wrap to 'protect' the cable(s) was a bit unnecessary. for instace, a Micro USB cable does not need 8cm X 20cm X 8cm of wrap to protect it. I just feel that in this time where it is essential to prove to the consumer that a company is 'carbon neutral' that this much wrap is wasteful and unnecessary.
I don't think it is really right to put 'A carbon neutral company' on a packet when there is so much waste involved.
I would just like to see that this amount is reduced. From my predictions, I am thinking that prehaps Scan gets 750 orders per day, and maybe 10% of those are over packaged by 300g, then my guess is around 22kg of wasted plastic each day. assuming some drops in sales, this would happen around 350 times a year. I've thus calculated that scan seemingly produces 7.7 tons of unnecessary waste every year.
Please, for the sake of the environment, stop overpackaging your products.
Regards,
Thomas Bensted
------------Scan Employee Ref-------- " More Info
29/05/2012 " -------------------------------------
Customer Comment Details
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Sorry but you're website is a nightmare!
I keep away as its so complicated but did visit again today - but then gave up again and went to Amazon.
eBuyer are loads better as well in terms of simplicity and being easy to use...so to find products and order.
I reckon you must lose quite a bit of business. I'm a lot more technical than some but still....
The times I have spoken to your staff they have always been fine btw.....but you don't expect to get through on the phone these days do you
cheers
------------Scan Employee Ref-------- " More Info
10/05/2012 " -------------------------------------
Customer Comment Details
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Hi, you have great products and prices but your website through the checkout process is a COMPLETE NIGHTMARE! It is VERY difficult to see what is relevant when going through the checkout. There is far too much extra text on screen not related to the ordering. So much so that you have to keep scrolling down to see what the next stage of the ordering process is. Compare your checkout process to say Amazon and see how much cleaner their's is. Is this case less is more...
------------Scan Employee Ref-------- " More Info
15/04/2012 " -------------------------------------
Customer Comment Details
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We see you continue to lie about your sales. Who's to trust you. This isn't the first time you've sent us one of your Scanshots and we've bit, gone to your site only to find out the offer, which was supposed to be good up to the 20th, was shight. Your reputation continues to be questionable...
------------Scan Employee Ref-------- " More Info
26/03/2012 " -------------------------------------
Customer Comment Details
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Broadly speaking the company (Scan) is a pleasure to deal with both in service delivery and product appeal.
However one area that both I and my colleagues resent is the section on the website that automatically selects product insurance when ordering.
This is a trick that I've observed on several other website (Ryanair.com specifically) that in my opinion leads the customer into selecting a cost option that they would necessarily pick.
Perhaps if the option was de-selected by default instead of selected it may instil a better image?
------------Scan Employee Ref-------- " More Info
26/01/2012 " -------------------------------------
Customer Comment Details
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Scansure insurance. Utterly underhand worthless way to sabotage client relationships. Will never use you again.
------------Scan Employee Ref-------- " More Info
08/12/2011 " The reason for my dissatisfaction is that on the two orders placed I have had to request refunds. On both occasions it has taken several email and phone-calls to eventually receive monies owed to me. Hardly the kind of form one expects from a company that proclaims pride of service to its customers. " More Info
14/09/2011 " -------------------------------------
Customer Comment Details
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Missed delivery on my order cause I work the usual 9-5pm, delivery company could not guarantee an out of work hours redelivery time, so basically immpossible for them to deliver signed to me or any other normal working person for that matter...? So had to make a 23 mile round trip to their collection office on the other side of the city. Only other option was to pay them 10 pounds more for a saturday morning redelivery!! This is my only complaint and I wont be buying from you again for this reason. The option to pick a royal mail delivery would be the solution. Many more local collection offices with royal mail and my local one is within walking distance.
------------Scan Employee Ref-------- " More Info
26/05/2011 " -------------------------------------
Customer Comment Details
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Just wanted to drop a quick line on the new layout of your website, to put it bluntly it is aweful, the homepage is too busy, its hard to track where everything is, its organisation is bad. Also as you have now removed the side bar on left the whole page looks too wide. Layout is hard to follow, you have a heading of what people love about scan and directly under that you have "closed bank holiday monday" thats not a reason to like your company. its a drawback, the new links are hard to understand as they dont really match any other web site or rules, yes you stand out but not in a good way. just thought you should know unless its for a HUGE saving i shall not be recomending your site to anyone as it would be an embaresment
------------Scan Employee Ref-------- " More Info
16/05/2011 " -------------------------------------
Customer Comment Details
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Hello there
I would really like it if I could edit saved baskets in the future, just in case i make any last minute changes and don't have time to create a whole new one, basically so i can remove items from it.
Thanks
------------Scan Employee Ref-------- " More Info
14/05/2011 " -------------------------------------
Customer Comment Details
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There seems to be an issue with your online ordering system.
On more than one occassion, it has accepted my order but within 1 day, each time, my card details have been declined due to "incorrect card type selected". In the most recent case apparently i selected "Visa" type, while the card type is a "Mastercard". As soon as i have called your customer service executive has spotted the "issue" within 5 seconds. i just dont understand why the issue isnt spotted earlier at the ordering stage and moreover why the order is accepted if the payment details arent acceptable.
The cycnical side of me is questioning whether this is a ploy to get customers to select more immediate delivery options (after this delay) or being able take more time in delivering the item or whether its so that the payment details can be accessed after they have been submitted securely.
I never have this problem with any other website, but only Scan. This is a real shame as your other support is good and your prices are quite competitive even if you tend to have stock outs on half of the items i tend to look for.
I hope that the system can be improved.
Best Regards
------------Scan Employee Ref--------
Invoice 00E1651927 " More Info
07/04/2011 " -------------------------------------
Customer Comment Details
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very upsetting experince. calculation at the check out is quite dodgy. carriage charges and vat was not clear in first place. Anyway I have decided not to do any shoping from this site.
I could left your site without saying anything but my comments was only to provide an honest feedback as a general user's experience. I am sure you wont mind it.
For example, here is the experience as a general shopper or online buyer.
.
- I selected following item:
1TB Western Digital, My Book 3.0, External 3.5", USB 3.0
£65.98 ex VAT
£79.18 inc VAT
- Here I know I have to pay £79.18 in total.
- On check out the total was showing as below
Net Total £65.98
Carriage £3.99
VAT £14.00
Total £83.97
- Here calculation is quite confusing. I think you are charging VAT on carriage (the word should be shipping) as well. However on left hand side my basket still showing
£79.18 inc VAT as a total for my shopping.
- Any extra charges including shippment should be shown on front page with the item. This should be clear in first place so user can at least have an idea how much he has to pay.
- I spend quite long time to search items and put in basket and on check out it was complete different price which I was expecting.
- This should be pretty standard and transparent shopping process as we have with other sites such Amazon or eBay etc.
If you have any further information please let me know. Also I would like see your comments as well so please feel free to send me your any comments.
Best regards
Ali " More Info
15/03/2011 " -------------------------------------
Customer Comment Details
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The website would be much better if you didn't have to choose very specific categories before searching. It's almost impossible to quickly find out what your cheapest graphics card is, and it's the same for many other items, whereas it takes seconds to do this on Aria's website. Scan is closer for me but I can get around Aria's website quicker so I generally go there.
------------Scan Employee Ref-------- " More Info
23/02/2011 " -------------------------------------
Customer Comment Details
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Hi there
Tonight is the first time I have used your site - to purchase Dimastech Bench / Test Table Easy V2.5 as seen in Custom PC Apr 2011 - I have 2 problems: (1) Your shipping costs seem excessive compared to Overclockers.co.uk whom I also deal with & (2) I had major problems with entering my address as I found the fields of entry very confusing, namely asking for my house number since most sites take that in the first 'address line' (I thought initially you were going to get my address from the postcode but you weren't) - any way I ended up in a loop because your database gave my address as '3 3 Sequoia Park' instead of '3 Sequoia Park' and I then had to edit my address which wasn't really editing it as your database asked me instead for an alternative address which then got me in another loop until I figured out the database's logic for address entry - however I could not delete the '3 3 Sequoia Park' address until I went through with the order and then entered 'My Account' and edited / deleted the wrong address from there - I can honestly say I would not have gone through with the order except there seemed to be no way out at that point of the second address - Anyway, I am making the latter complaint as I have been purchasing on the web for 14 years and have NEVER run into this problem before - could I recommend that you clarify with a link at each address line what you are asking for (a bit like the 3 digit credit card code link) or else don't ask for the house number - I hope you will accept my genuine concerns here as I wasted a lot of time on this order and I'm sure you would not want to put off new customers with convoluted ordering processes - many thanks for your attention - Dr Gerard Murphy
------------Scan Employee Ref-------- " More Info
24/01/2011 " -------------------------------------
Customer Comment Details
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I am very disappointed with this company. Early in January 2011 I ordered a clickfree 500 hard drive. Immediately I received an e-mail outlining that this product was temporarily out of stock and an estimated date of 24 January was given. On checking I found that they had immediately my debited my card with the full amount knowing that this product was out of stock and there was no definitive time for its dispatch. When querying this over the phone I was told that they could not get any more this item. So now I have to wait for the payment to be debited to my account not a good service at all. I hope others get to see my remarks, however I will publish the same to the consumer forums.
------------Scan Employee Ref--------
not known " More Info
12/01/2011 " -------------------------------------
Customer Comment Details
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Hello, you seem to have broken the ordering process on your website for those of us who use the Mozilla Seamonkey web browser (based form the same code that Firefox uses). The symptoms are that it is impossible to checkout. A further symptom is, for example, pressing the radio button to remove Scansure insurance does not autoupdate but waits for you to hit the Proceed button at the bottom of the page. This did work a few months ago (I think November was the last time I placed an order).
------------Scan Employee Ref-------- " More Info
03/11/2010 " All I wanted was to buy a good mouse. Your site had been recommended to me. Your price seemed fair. You had the sale.
And then I encountered your ordering pages, where I had to sign up for an account, navigate order form pages so full of irrelevant junk that even my ad-blocker cried and it took me more than a minute to actually find the few important bits of information, remember to uncheck the "please spam me" option you helpfully checked by default (with a generous promise to do so no more than twice a week... seriously?), waste yet more time clicking through a whole series of messages just to disable an insurance policy that doesn't make much sense when buying a component like this anyway but is enabled by default and costs more money, figure out how to change the delivery options to before noon... And then I got bored, gave up and bought the product somewhere else in under one minute start to finish.
However, as therapy for the ten minutes of my life I just wasted on your site, and because some people I know seem to think you're generally a decent company so perhaps you will consider this anecdote informative and/or amusing at your next meeting in customer services, I am sending you this message anyway. Though I did consider not doing so, given that you don't even have an advertised e-mail address and seem to want my whole life story just to try to help you out.
All I wanted to do was buy a good mouse. " More Info
12/05/2010 " Just wanted to say that I've just signed up for an account and wanted to purchase some items for my work. In order to do this it is best if we use the work credit card as that is easier to account for (for claiming back VAT etc). Sadly I could not use the credit card as "it did not match the name of your account". I appreciate the need for fraud prevention, but if I cannot use a company credit card, it is very awkward to order components etc from you. Most other online retailers I've used in the past do not have this problem.
Anyway, I changed my account name, used the credit card, made my order and then changed the name back. I hope the order still goes through OK (I passed the Verified by Visa stage so fingers crossed!).
Also FWIW, it was not obvious where I was supposed to enter the credit card details on the checkout process - I guess we're all accustomed to seeing the normal fields in the general flow of a checkout process and the fact I had to enter the CC details via a fork in the checkout process was a little confusing. It would be interesting to see an ABA split test result on this to see what percentage of your customers are as dumb as me :p
Just thought I'd let you know :) " More Info
08/03/2010 " Your "login at checkout" procedure is ridiculous. I should have ultimate choice over whether I log in.
I have an account. I can't remember my password or forgotten password. I'm in a hurry so I'm not jumping through hoops and I just want to buy something.
So I try just filling in my details and it says I have an account so need to log in. Congratulations, you've just lost a sale!
Tips for the future:
- Log in should be an email address and a password. That's all.
- If customers want to check out without an account, they should be able to.
As I say, it's too late for me... I've just bought what I wanted from another site for an entire two pounds more. I have an account there and they didn't give me any gyp about not logging in. " More Info
13/02/2010 " Quick observation for you.
Earlier in the week, I was selecting several items from the "Today Only" page.
I gave up and finalised the order prematurely as I became frustrated with the way the ordering system bounces you around the web pages.
Let me explain; you select and item, press Buy and you are taken to the purchase Basket.
On approval, you are returned to the "Home" page rather than the page you were looking at; in this case "Today Only".
Imaging going into Tesco at Middlebrook for a tins of beans and a tin of peas.
As you place the can of beans into your basket --- woooosh - you are suddenly at the entrance to the store and have to march back to the canned veggie aisle.
Get the peas and --- wooosh - back to the front entrance again.
That bread rack looks a long way off, so just checkout with what you have got already.
If nothing else, I hope this email amuses you. :-)
Q-Collect and PayPal has made life so much easier.
Have a good weekend.
John E Allen " More Info
05/01/2010 " Hello, I would just like to say that your website is very good, clear, good search and filter tools and a big range of products at good prices. However, there is one thing missing i think it needs: some sort of quote or wish list tool that can remember products that you like the look of. Ebuyer has this feature, but I continue to shop at scan due to the high quality service and fast deliveries.
When building a computer several components are required,you can add them to the basket but when I close my browser the contents of the basket are forgotten, it would just be nice if you had some sort of quoting or listing system that saved a list of products on your log in account. " More Info
10/12/2009 " Can I lodge my sadness at the loss of your annual exhibition, ridicule & humiliation of your staff, via the seasonally oriented web imagery and captioning. With little else to occupy my thoughts at this time of year; it was with great anticipation that I would feverishly await the daily update to revel at carefully crafted & whimsical comments amidst some rather questionable poses. Alas this is no more and I shall be left to forever seek amusement elsewhere during the holiday period. Thanks for all you previous efforts to raise my spirits and merry Christmas to one and all. " More Info
30/11/2009 " Today I purchased a couple of products instore and had trouble paying by debit card. I can't believe that a company like yours does not have Chip & Pin machines instore. I can only presume you process all card payments online to save money on processing fees. Your current system for paying by card instore is inefficient and a very long winded way of processing payments. Using a chip and pin machine would speed up the order process, so you won't have large queues as you always seem to have. " More Info
28/07/2009 " Your login system sucks! Who on earth has time to enter their first name, last name, their post code! and their mother's maiden name? What if I moved like 2 months ago and haven't updated my postcode? I have to remember my old postcode and enter that? that is very bad UI design! What if I don't know my mother's maiden name?? what if I never knew my mother? what do I enter then? The only reason I was willing to jump through these hoops is because the items I was buying were a few pounds cheaper at your site then at cleverpc. Had they not been I would have never bothered with you. Seriously, why don't you guys use openID? It will make registration/login a non issue to us users.
Also it would be nice to give delivery options. Sometimes I want an item delivered as soon as possible but at other times I would rather pay a few pounds less and have it come a few days later. (Amazon has a nice system where they offer free delivery on some small items) " More Info
26/04/2009 " I'm writing to let you know that I find the text that now appears beneath many product descriptions in the list of products which advertised the installation insurance seriously detracts from any product list's readability. I find myself constantly reading it when I should be looking for the actual products that I want to buy. Surely the must be a less obtrusive way of advertising the installation insurance?
Please please please find another way. " More Info
06/04/2009 " The Live search on the site is pretty weak, searching for "intel core i7 processor" returns 0 results. Surely some room for improvement? " More Info
28/03/2009 " With the new layout, I cannot use middle mouse button (click scroll wheel) to open a category in a new tab, or even right click the link and select open in a new tab. Since I am often browsing for more than one item at once, it seems a real loss of functionality. " More Info
05/02/2009 " -------------------------------------
Customer Comment Details
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Your new system has, in my view, a flaw under the payments area. When using AMEX the system calls for the 3digit CVV from the BACK of the card. It should call the 4 digit from the front of your card but please note the risk of confusion because AMEX has TWO security numbers and you should clarify this.
What is more there is no mechanism on line to correct this.
Also your system does not generate a message a message to the customer to say there is a problem.
In these respects the system is 3rd rate!
I would feel happier if I saw a senior managers name under departments, rather than see this disappear into customer service where little will be done! " More Info
17/01/2009 " -------------------------------------
Customer Comment Details
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I would like to cancel order number 00E1183170, but there is no option on your website. Please cancel this order immediately. The outstanding products screen does not have any "tick boxes" to tick either in Internet explorer or Firefox.
------------Scan Employee Ref-------- " More Info
16/01/2009 " -------------------------------------
Customer Comment Details
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I have had issues with your currier, yet again! Please stop using city link! There rubbish. I have phoned about this on tuesday and was promissed an E-mail which I'm still waiting on, that 4 days now! Also, I have discoved that the software bundled with the sony bluray play dosn't work, and in order to use this drive as a bluray play, you have to spend aroun $100(us) to get it to work. I suggest review the product description, and reviewing your currier choice.
------------Scan Employee Ref-------- " More Info
10/12/2008 " I am writing to complain about your services.
I wanted to buy 2 small a simple items. A USB2/Firewire controller card and a DVI to HDMI cable.
I added them to my basket and was promptly informed that that postage would be £7... does it come wrapped in gold by any chance?
Do you just charge one price no matter what the package contains, it's size, shape and weight are of no importance what so ever.
On top of that, you insist on adding vat after the postal fees have been applied... thus adding a little extra in your pockets... I imagine that comes to a nice tidy sum when multiplied by every customer.
I have been a custyomer of yours in the past, always buying in larger quantities... but when the postal fees cost 50% of the items ordered... well it becomes a joke. You actually discourage people from ordering little things from you.
I shall now be shopping elsewhere for these things, and won't be coming back again... even for the larger items.
Thanks for letting me know what you're really like.
-----------------
Query Type: Customer Services
Name: Gavin Taylor " More Info
09/12/2008 " -------------------------------------
Customer Comment Details
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What is the point of sending me an email newsletter at 19:24 with the offer of a 16GB Dane-Elec ZMATE PEN Black Jelly USB2 Pendrive for £18.37 inc VAT but when I go to check it out on the website at 20:30 it has gone up in price to £20.01 inc VAT. What is the point in that? Very misleading.
------------Scan Employee Ref-------- " More Info
09/12/2008 " -------------------------------------
Customer Comment Details
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ordered goods from yourselves last week. invoice E1170710
box of monitor had hole in it (thankfully worked ok) box of graphics card crushed (but working ok). citylink turned up at 130pm i said to chap he was lucky we where just going out but neighbour was in to take stuff, he said if we not in tough he would take stuff back to base and not bother going neighbours house because they where too busy to go knockin elsewhere.
i think you should start offering customers options to recieve stuff from other companys like royal mail the woman whos delivers for them always goes to neighbours house.
i did say to driver next time i would rather spend the £9 odd delivery costs and and go and pick up stuff myself and sod his company which he was not happy with this comment
------------Scan Employee Ref-------- " More Info
29/11/2008 " -------------------------------------
Customer Comment Details
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I am having a little trouble using the advanced search part, I'm not sure if it is my computer or the website. Just thought I would let you know.
------------Scan Employee Ref-------- " More Info
11/11/2008 " -------------------------------------
Customer Comment Details
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I can't find any links regarding finance options. I had to google "scan uk finance" to find the info I was looking for.
Than image on the left should link to http://www.scan.co.uk/Finance/Index.aspx
------------Scan Employee Ref-------- " More Info
07/11/2008 " The Word From Scan Customer
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Nature Of Response: Comment
Name: Shahid Khan
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Customer Comment Details
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I just bought a product from your website but with very much difficulty. Very Good products, but very bad website.
The website has so much stuff, and so many sections on every page that I got lost ;)
On Checkout page It Show's CVV with a Question Mark Icon, but when you click on question mark - no help provided.
Cheers,
Shahid " More Info
05/11/2008 " -------------------------------------
Customer Comment Details
-------------------------------------
Product Ref: LN14067
There is a link on this product to show a printer compatibility pdf but the link is broken.
This is really important information for this product.
------------Scan Employee Ref-------- " More Info
24/10/2008 " -------------------------------------
Customer Comment Details
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email Scanshot palin gfx card is a pic of a DS lite with grip.. probbaly already got 100s of these comments but every little helps
------------Scan Employee Ref-------- " More Info
05/10/2008 " -------------------------------------
Customer Comment Details
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It would be helpful if the basket wasn't deleted so quickly after closing web page. So many times after putting items in the basket I have left it til the following day to maybe add and complete the order, but this means a trawl back though the site filling the basket from start again. Also, when placing orders, a system where you can add further items to an unprossesed order that hasn't yet been picked would be helpful. I'm forever forgetting something and then have to pay extra postage.
Next, on the order invoice is a comment "Price brand * used" (*= 6 for me)How do customers enter different price bands?
------------Scan Employee Ref-------- " More Info
01/10/2008 " -------------------------------------
Customer Comment Details
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Website:
* found the previous version of the website cleaner, less clutered and easier to use. I do acknowledge that we all have different opinions, however there are a few real problems:
1. You seem to default to the larger picture view of products rather than the list view. On a slow connection (3G) this is a pain in the neck. Clearly it's pointless to switch to list view afterwards, as the delay in download has already occurred.
2. The search results says, "showing 10 results per page" normally there would be a way of increasing the number of results per page (50,100,all etc). If there is a way, it is not obvious.
3. The order by price function in the search results only orders the products on the current results page. This is a total nightmare when looking through products at a particular price point. My most recent search had 110 results over 11 pages - I couldn't even be bothered paging through them, I just gave up. If I could have seen all the results in one go and/or sorted ALL the results by price I would have found what I was looking for in seconds.
------------Scan Employee Ref-------- " More Info
01/10/2008 " -------------------------------------
Customer Comment Details
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Would be good if your site was optimised for Blackberry users. I ended up buying from PC world whilst out and about, as I couldn't find your offering due to site navigation. For example, category filters overlap and cannot be read. Search facility is at the bottom and goes takes you back to the top after hitting the search key. Sincerely, M.Leonardi
------------Scan Employee Ref-------- " More Info
28/09/2008 " -------------------------------------
Customer Comment Details
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Hello,
Why doesn't SCAN use standard 1st class Royal Mail delivery instead of CityLink (or use both)? I wanted to order a 69p cable from your site but with CityLink delivery it costs a whopping £8.67!!! I may as well just buy the cable locally for that price. By sticking with CityLink you are NOT doing your company any favours as customers will just shop elsewhere, like Play.com who have FREE delivery.
------------Scan Employee Ref-------- " More Info
22/09/2008 " -------------------------------------
Customer Comment Details
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No offence guys but your security login is driving me nuts, i've basically all but given up with your site because I cant buy anything, i cant remember how i spelt my mothers maden name (sometimes case sensitive), I recently moved house (so the post code thing is bugging me as well) by the time i've reset that i have no idea what my password is etc, unfortunatly i'm back to being a fan of dabs at least I can log in without all this security hassel! Pls Pls do something about it!
------------Scan Employee Ref-------- " More Info
21/09/2008 " -------------------------------------
Customer Comment Details
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Difficult to understand payment procedure;I have no idea if I have duplicated my order - cannot find anything in history. I could not alter my delivery address. No immediate email confirming order.
------------Scan Employee Ref-------- " More Info
21/09/2008 " -------------------------------------
Customer Comment Details
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Using the Q-collect system the emails have a slight inconsistency you might like to correct.
The first one says "The real time status of your Q Collect order is: Stage 1 of 3"
The second one says "The real time status of your Q Collect order is: Stage 2 of 4"
I assume the second email should says "2 of 3".
------------Scan Employee Ref-------- " More Info
20/09/2008 " -------------------------------------
Customer Comment Details
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Nearly £7 to send a couple of 1GB memory modules! Scan used to be a really economical place to shop but now I'll go somewhere else.
------------Scan Employee Ref-------- " More Info
16/09/2008 " -------------------------------------
Customer Comment Details
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Scanshot e-mails look like Phishing attempts. Specifically, the unsubscribe link is to http://ase.emv3.com/ rather than part of Scan.
Who are these people? Why do they have my e-mail address?
It wouldn't be so bad if I could find a way on the Scan site within the account details to unsubscribe but there does not seem to be such an option.
In summary: I am concerned that you seem to have passed my e-mail address to another company. If these e-mails do not come from you please be aware that they are being sent out by someone.
------------Scan Employee Ref-------- " More Info
14/09/2008 " -------------------------------------
Customer Comment Details
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After making my first purchase from Scan, I was disappointed about a week later to receive your newsletter. It said I was receiving it because I had signed up to it. I certainly didn't sign up for your newsletter, and if there was an opt-out button when I made my purchase, it was very well-hidden. You did not seek, or gain, my permission.
At this point, I might have dismissed you and never done business with you again. I was quite impressed, though, at having received several emails detailing the progress of my order. I also read the text at the end of your newsletter about your 3XS philosophy. Clearly you aim to please.
Here is my constructive criticism, then:
Why does a new customer have to create an account and remember yet another password? It seems to be the norm now, but it wasn't always so. Does a bricks-and-mortar shop make a new customer open an account? Make it optional; by all means point out whatever benefits there are.
Allow new customers to opt to receive your newsletter. Make a tick-box with the default unticked. When the newsletter says "You are receiving this email because you signed up to the Scan newsletter", make it the truth.
I was quite impressed, as I said, with the emails about the progress of my order. I've never received such detailed messages from another company. However, I read the messages when I got home in the evening, and I didn't really need to know that that morning the invoice had been printed, and some minutes later the payment had been authorised. I'd have been happy to receive just one message, as I get from other companies, to say my order had been dispatched. Yet I missed the "Order despatched" message, because the previous messages had reached the limit I'd set on my spamgourmet.com address, and Spamgourmet had eaten it (I subsequently raised the limit). So tell your new customers to expect multiple messages, or allow them to choose.
------------Scan Employee Ref-------- " More Info
12/09/2008 " -------------------------------------
Customer Comment Details
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> You are receiving this email because you
> signed up to the Scan newsletter using
> ####@#######.#####.co.uk. If you no-longer
> wish to receive these emails, please use
> the unsubscribe link at the bottom of this
> email.
Nope, I really, really, wasn't.
Congratulations, companies which upgrade their
marketing systems and lose track of customers'
privacy preferences give me a very good clue
as to how much I can trust them with my other
personal information.
As a long term customer, I'm sorry to have to
put you to the back of companies whose web
sites I'll be checking for purchases for the
next few months. At least you don't appear to
have leaked my details to a third party (I'm
assuming scanshot.co.uk *is* you), so it's
not the terminal offence that some of your
competitors have committed.
I look forward to dealing with you again in
about six month's time, assuming I've not
received any further spam from you in the
meantime.
------------Scan Employee Ref-------- " More Info
04/09/2008 " -------------------------------------
Customer Comment Details
-------------------------------------
Here's a request for some new functionality on the website ... it would be good to be able to add more than one item at once to the basket.
For example, if I'm buying printer inks and need four different cartridges, I currently need to click "Buy" and then the brower's Back button each time. It would be better if it were possible to select all four at once and then click on the "Buy" button.
Other than that, the website is a big improvement over the last one. Good work!
------------Scan Employee Ref-------- " More Info
03/09/2008 " -------------------------------------
Customer Comment Details
-------------------------------------
Warehouse problems.
Hi Peeps, been a loyal customer since about 1995 when you were just an advert in micro-mart.
The last 18 months you seem to be having real trouble getting stuff out of the warehouse, every order I have placed in the last 18 months has taken several days to clear the warehouse.
Every other computing site (Dabs, Maplin etc) can get my stuff to me the day after I order it, with scan I seem to have to wait 3 or 4 days before you send stuff out!
Please get this sorted out, gamers expect instant gratification, if its in stock and payment has gone thru I expect my stuff to be at my address the next day!
If it wasn't for your excellent returns policy and customer service I would have moved on by now.
------------Scan Employee Ref-------- " More Info
28/08/2008 " -------------------------------------
Customer Comment Details
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As a Bolton lad I thought I had found a company that speaks my language but clearly not. You web site talks about your Contact Center (spelt incorrectly for the benefit of the American people) instead of Centre (which is the correct spelling). How sad that for once we can't have the proper correct & English spelling of the word!
You disappoint me!
Thank you
------------Scan Employee Ref-------- " More Info
27/08/2008 " -------------------------------------
Customer Comment Details
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I have noticed that the VAT is completly wrong on the site and you are overcharging customers which is serious.
For example: Mercury KOB430 8 Button IBM Compatible Digital Joypad
Item cost: 1.49
Vat 17.5: 26p
Total: 1.75
In the basket, VAT charge displayed as 1.45 which is added to the order.
Customer paying over 5 times more.
All the items appear to be overcharging customers on the VAT.
The mind only boggles how this has never been picked up and how long this has been happening.
I would suggest that you take the shop offline and fix this problem.
Regards
Robert
------------Scan Employee Ref-------- " More Info
25/08/2008 " -------------------------------------
Customer Comment Details
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There should be "printer friendly" versions of all pages, taking out the tick boxes that consume so much room on a piece of paper
------------Scan Employee Ref-------- " More Info
24/08/2008 " -------------------------------------
Customer Comment Details
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Hi folks,
Wasn't sure about the new website at first. It's slower than the old one and took me a while to get used to it.
Still the same carrier I see which is a shame because on a number of occasions in mine, and my friends experience, they have let you down. It would be good to see an alternative offered for those of us that don't get on with your first choice (maybe it's a local thing)?
The one thing that would be really useful for me would be to be able to save your basket into a cookie for picking up again in a later session on the same PC. At the moment I need to print what I have chosen and then re-enter it all when ready to buy.
Do kind of like the new site now I'm used to it mind. More I get used to your chosen carrier less I like them however!
Thanks and regards,
Tigrian
------------Scan Employee Ref-------- " More Info
19/08/2008 " -------------------------------------
Customer Comment Details
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Your "Quick Product Add" function does not work with Firefox web browser.
------------Scan Employee Ref-------- " More Info
18/08/2008 " -------------------------------------
Customer Comment Details
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On the old version of your website we were able to reprint invoices.
On the new version I can reprint an order but not reprint the invoice. Will this feature be returning?
------------Scan Employee Ref-------- " More Info
05/08/2008 " -------------------------------------
Customer Comment Details
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I have tried getting on with your new look website but it is not as freindly or as good as the last one.
------------Scan Employee Ref-------- " More Info
01/08/2008 " -------------------------------------
Customer Comment Details
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Please rename the "proceed" button to "confirm order" as people dont always read all the text and read the buttons, proceed is misleading, especially as the previous website used to show you the order when you pressed proceed, then you clicked "confirm".
I pressed this wanting to see all the details of the order but the order was then placed, i know several other people who are annoyed at this.
Luckily i was already going to order from here but if i wasn't i'd be very annoyed that i'd have to contact you to cancel the order.
------------Scan Employee Ref-------- " More Info
29/07/2008 " -------------------------------------
Customer Comment Details
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Whenever viewing the basket, via HTTPS, I get a "do you wish to view unsecured content" warning in IE7 - EVERY DAMN TIME I VIEW MY BASKET. And I getting sicka nd tired of it. If you are providing a HTTPS page, then everything on that page MUST be sourced from HTTPS content.
Please review your basket and links and REMOVE whatever content is causing this error.
------------Scan Employee Ref-------- " More Info
28/07/2008 " -------------------------------------
Customer Comment Details
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Hi Guys, Just placed and order with you and the tracking link given in the email doesn't work (404 error). The link I got was http://web6.scan.co.uk/ASP/Tracking.ASP
Regards,
- Dan
------------Scan Employee Ref-------- " More Info
24/07/2008 " -------------------------------------
Customer Comment Details
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have you changed your log in page, the nuisance, 'do you want to display secure and non secure items' has appeared
------------Scan Employee Ref-------- " More Info
23/07/2008 " -------------------------------------
Customer Comment Details
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Some people may find the ability to have multiple baskets available (solong as the baskets are saved).
For example, I might want to build 2 seperate PC's for 2 different people, so I want to spec each one up individually to know what the costs involved are, then get in touch with the people to let them know what the cost is, then as I get the money from people, I can just go back to the appropriate basket and continue with the order.
------------Scan Employee Ref-------- " More Info
22/07/2008 " -------------------------------------
Customer Comment Details
-------------------------------------
Hi,
Congratulations on the new site, but there is one thing that is really starting to annoy me with it. Is there anyway, I can make it so it list items by "description" rather than price by default (I cant find anywhere that I could do this). Also, if I am looking at a list, and change the sort order to "description", then click on an item, then go back, it is back at normal sorting order, and I have totally lost my place where I am.
Just one of those little things that would make a lot of difference to me.
Thanks.
------------Scan Employee Ref-------- " More Info
11/07/2008 " -------------------------------------
Customer Comment Details
-------------------------------------
COULD YOU PLEASE EXPLAIN WHY YOU ARE CHARGING VAT ON THE DELIVERY. THE ITEMS I WANTED TO BUY CAME TO £33.94 BUT MY OVERALL BILL WAS £41.63,
------------Scan Employee Ref-------- " More Info
10/07/2008 " -------------------------------------
Customer Comment Details
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When printing invoice using print this page, it would be better if only an invoice rather than the whole web page complete with adverts etc were printed. The technical details did not contain any specifications or the information i required, had to google the part number. Nice look.
------------Scan Employee Ref-------- " More Info
07/07/2008 " -------------------------------------
Customer Comment Details
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I used to like Scan but your new website is really terrible. So slow its unusable. I am looking for several PC components and gave up trying to search for a motherboard. Two of my friends have said the same. You really need to do something as this will lose you business.
------------Scan Employee Ref-------- " More Info
06/07/2008 " -------------------------------------
Customer Comment Details
-------------------------------------
Nice new look, but I prefered the old 'top bar' where you could display either the whole of one section or a part of it. Now when I click say cases I then have to click again before any results are shown.
------------Scan Employee Ref-------- " More Info
04/07/2008 " -------------------------------------
Customer Comment Details
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Website comment: after I placed my order, the delivery address displayed showed my company, but not my name. Then, on the 'order complete' page, the delivery address showed my name, but not my company! This could be critical, and it should be consistent.
------------Scan Employee Ref-------- " More Info
02/07/2008 " -------------------------------------
Customer Comment Details
-------------------------------------
We need to print out our invoices, when are we going to have this feature back, it was brilliant on the previous website, so it is really missed. I am very suprised you have released this website without this feature.
------------Scan Employee Ref-------- " More Info
02/07/2008 " -------------------------------------
Customer Comment Details
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Why do you atempt to deceive your customers by displaying the price BEFORE VAT in a bold color displaying the true price a customer needs to pay in a gray color that can hardly be seen.
I have been a customer of Scan for many years and have spent several thousands of pounds with Scan over the years but I find your attempt to deceve customers in this way totally aborent and no longer intend to place my custom with Scan computers .
WHY DON'T YOU SHOW THE THE PRICE INCLUDING VAT NO RESIDENTIAL CUSTOMER IS ONE BIT INTERESTED IN PRICES BEFORE VAT IS ADDED .
------------Scan Employee Ref-------- " More Info
29/06/2008 " -------------------------------------
Customer Comment Details
-------------------------------------
Just to complain at the new website.
While I can understand trying to improve things, if it wasnt broke, dont fix it!
Just a few things listed so far:
-The scrolling of the site is now terribly slow using high CPU cycles
-Viewing Categories does not show all items as default, you have to click SHOW ALL to show them!
-"Sort by" is per category only.
-Advance Search has lost most of its functions and are now useless
This has made using Scan so much harder and time consuming, and I find that the website no longer offers me the tools to find exactly what my customers want with ease.
------------Scan Employee Ref-------- " More Info
27/06/2008 " -------------------------------------
Customer Comment Details
-------------------------------------
Great looking site. A lot slower to load than your old site and today I attempted to buy twice - the first time it came up with an ASPNET error as soon as I pressed proceed and the second time it took about two minutes after the mastercard securecode page before the "complete" page appeared - during this time it was just a blank page.
------------Scan Employee Ref-------- " More Info
22/04/2008 " -------------------------------------
Customer Comment Details
-------------------------------------
Purchased goods for delivery on Monday 21st April 2008. Parcel tracked them to find the goods were not loaded onto delivery van till 22nd April 2008. had taken annual leave to take delivery of goods! It is not the first time goods have not arrived on set date from Scan and City link.
------------Scan Employee Ref-------- " More Info
31/03/2008 " System was lost by our courier at their central hub.
See Actions:
**********************************************************************************THE RESULT**************************
***********************************************************
Thanks for the update - I understand that it wasn't Scan's fault in any way - it was just one of those things.
It's the 2nd PC I've purchased from you this year - and if I was to win the lottery, I'm sure I'd come back for more :) I've actually swapped to yourselves for purchasing smaller items (from dabs.com) - due to the fact you have real people to backup the website, while I had a nightmare once with Dabs when an order when wrong in their systems (e-mail only contact, automated almost 100%).
Obviously if the PC DOESN'T turn up tomorrow I'll start getting impatient ;) but I'm sure that won't happen.
Thanks to you and your team.
Kristian. " More Info
21/02/2008 " -------------------------------------
Customer Comment Details
-------------------------------------
Scan refused to contact City Link to enable a Parcel to be left with a signed note even when i offered to take full responsibility for the cost / parcel. Then said they would charge me extra to have it delivered somewhere else, even though on phoning City Link there is no charge for this, all this after waiting for half an hour on hold to them. Scan seem to only bother with customers economicaly viable to them.
------------Scan Employee Ref-------- " More Info
01/12/2007 " Customer Comment Details
-------------------------------------
ok, I ordered a wii from you and asked for Saturday delivery pre 12pm. Extra money!
I get up Saturday at 7.30. City Link have already left a card saying they've been. WHAT!!! I phone them, they are constantly engaged. I don't drive. Don't need to either because you deliver. The local depot is an hour away. I have 5 working days to pick it up or it will be sent back to you for a refund, oh but minus the delivery charges. Great so about 20 quid spent for nothing. I can't get to the depot on a working day because funny enough I work too. When I paid extra for a Saturday delivery I never realised that from midnight through till 12pm I would have to keep lookout or I was stuffed. I had a lot of respect for you guys recommending friends and family to you. I won't bother anymore. Totally sub standard. " More Info
29/10/2007 " The Word From Scan Customer
-------------------------------------
Customer Comment Details
-------------------------------------
Q-collect is offered as an option when ordering online. When you put an order through that way the order should be dealt with with the same urgency as when the order is placed on the Q-collect pods instore.
You need a dedicated picker to deal with these orders as their first priority.
Come on waiting 3 hours for the order to be picked (it would have taken approx 15 mins from the instore pod) is ridiculous, I only placed the order online to try and save time having to wait instore as I have my leg in pot.
If I had not of contacted customer services to check the status of the order how much longer than the 3 hours would I have been expected to wait ?
This problem could quite easily be sorted to make customers experience better.
------------Scan Employee Ref-------- " More Info
15/09/2007 " The MacVsPC advert for your 3xs systems is versus a G5 Mac !!!!!!!!!!
Over three years old !!!
Even the most basic current Mac would utterly destroy any PC you could put against it.
How the hell can I trust you to recommend a PC to me if you are purposefully misleading ?
Remove the advert for heavens sake, it just makes you look stupid ! " More Info
09/08/2007 " Hi, it would be great if the HTML TITLE of your product info pages was set to the product description, instead of just the generic "Computer hardware and software at amazing prices...".
When I bookmark product info pages, every single bookmark (by default) gets that same generic text. So when I go back to the bookmarks, it is very hard to tell which product each bookmark is for.
This makes shopping on scan.co.uk a lot harder than it should be. Choosing the right mobo/gfx card etc is hard enough already! " More Info
06/08/2007 " -------------------------------------
Customer Comment Details
-------------------------------------
I set myself up in business in May and have been incredibly busy, infact working away from home for the last 5 weeks. Admittedly I should have returned the memory before, but it's still in the cut-off packaging so it's obviously not been used. So when I get told that it's tough and £370 of memory is now totally useless to me is a little hard to swallow.
I have been a customer with yourselves for a number of years and buy almost all of my hardware from yourselves.
If this were something that I could have used, or benefitted from in some way I could fully understand this decision, but I feel it's a little draconian in this instance.
I urge you to reconsider this decision given the circumstances and the items in question. I await your response.
Mike... " More Info
11/07/2007 " Well, that's the second order I've cancelled with you. Each time your Website shows in-stock, you take payment immediately then take until the delivery date to inform me that you don't have stock and in the first case that the item is discontinued. Sort this out or you will lose customers!! " More Info
06/07/2007 " Hi,
Just a minor suggestion as this is my first order...
It would be slick if the despatch email confirmation gave a direct link to the City-Link tracking system, e.g.,
| AQP26638
| Number Of Parcels: 1
|
| * You can track the status of your delivery by Citylink using their
| online parcel tracking service - www.city-link.co.uk
=> http://www.city-link.co.uk/pod/podfrm.php?JobNo=AQP26638
Cheers,
Martin " More Info
04/07/2007 " Hi Rick,
Thanks for the email. The system appears to be extremely good, but I'm unhappy that no suitable leads were supplied to connect the PC box to the AC supply nor the monitor as the lead supplied for the latter was for a European outlet.It would be only right to expect suitable connectors and not rely on the cutomer having available previous system leads.
Bryce Whittle " More Info
03/06/2007 " I was looking for an external hard drive and usb stick and saw what I wanted. I also saw stars beside it. Some were white, some filled, some orange. The USB stick i wanted was white. Does this mean it's not good?
I looked at the site to find out what the ratings meant and how they were collected (staff/users?).
I couldn't find the info. Would be useful, e.g. on the home page. Or am I menopausal?
Dr. Ellen " More Info
30/05/2007 " How about a section of the web site called "Whats New!" the idea being that all new products get show cased, so people like me who are mad on technology can read about new equipment just coming to Scan.
Tim Haywood " More Info
19/02/2007 " I have only recently stumbled across the Scan website, but have to say - as a web designer myself - I am very impressed by the clean look and easy to use layout. (not to mention the very competitive prices!!!) I find it very easy to find a particular product I want.
The only comment I really have is this. It would be really great if the search results pages had a kind of "Filter" system to remove results that do not meet my requirements. E.g., if i did a search for all motherboards, at the top of the results page would be several filters, one being Form Factor for example. Clicking "ATX" would remove all results that were not ATX motherboards. Each click of a filter would reduce the amount of results helping me to hone in on the perfect product.
It looks like all the specifications are already stored in a database, so adding this functionality would not really be a huge project, but in my opinion would perfect an already near perfect website. " More Info
14/02/2007 " What about a coming soon section? I am looking for a Samsung SM-226BW but it is only listed on overclockers.co.uk. It annoying that Scan doesn't have a section to see upcoming products. " More Info
07/02/2007 " Just a suggestion, what about an RSS feed of your "todayonly" page, as I read it daily and an RSS feed in google homepage would be great. " More Info
03/02/2007 " I'm really impressed with this site, the service is great and i'm more than satisfied with the delivery time.
I've been a registered member for over a year now and ordered a few products from you which i'm happy with, my suggestion is, rather than giving away free gifts with certain orders, why don't you set up a reward scheme.
The more you spend, the more points you earn and those points can be converted to cash and used on future purchases, the free gifts are good but I think I had about three of the same gifts from you which I had no use for.
Thanks for reading and keep up the good work.
Wayne. " More Info
25/01/2007 " This is my first time ordering stuff from Scan after getting many recommendations from enthusiast friends. So far the experience has been well above average and my endless stream of order queries were answered very quickly thanks to Azura in customer service. Great service!
But I just a few suggestions which would really make shopping on this site into a great experience:
Many of the component details on the website are sparce and lacking in alot of important details like warranties and specs. Even some of the ones that I would have thought were popular like the new 8800 graphics cards. Many of them lack warranty information which I had to directly ask Scan sales for. They told me promptly, but Scan could easily just fill in the gaps and customers wouldn't have to ask. I really like the split sections of warranty, details, manufacturer etc. But it really needs to be completed. Then the products part of the site would be perfect!
Another suggestion relates to some previous comments by other customers.
I'm ordering a full set of PC components so of course, the order has rather alot of items in it. As such, some of them are bound to be out of stock. Now it would be great if nothing was ever out of stock but that would just be unreasonable. What would be amazing, and reasonable, would be to display information in "my account" on which items have already been picked and which items are still overdue so I can tell what is holding back my order and perhaps cancel or change some items if I'm in a hurry.
Scan has really impressed me with price, usability and service so far. If they act on the above two suggestions then I personally think Scan would be perfect and I wouldn't even consider buying from elsewhere.
Just a side note: I tried using my SE Z610i 3G phone with Opera mini to look at products on Scan during my long train journeys and was happily surprised to find that it worked really well! I do some web designing my self and I have to say kudos to the Scan webmaster/mistress for putting together a site that still works well on the tiniest of screens!
------------Scan Employee Ref--------
Azura " More Info
17/01/2007 " Better info on the "Tech Specs" pages, many items have missing or very little informations available.
Quicker loading of this page
Fix the SQL error when submitting details " More Info
17/01/2007 " Hi Scan team,
Just a minor suggestion for the site, how about adding a "stock status" indicator on the items listings allong side other useful thing such as the buy and rating button, this would allow a customer to instantly see whats in stock, and if they are in a hurry to recieve an item, allow them only view more details of the items which are in stock nore easily.
You could use a simple red-orange-green system,
Red: Out of stock
orange: Stock expected today/tommorow
green: In stock & available to ship.
Cheers!
Mark " More Info
09/01/2007 " Customers might want to know what your shipping costs are before placing an order. Also an easier way to view your shipping rates would be helpful. " More Info
01/12/2006 " Webmaster,
As a frequent Scan customer, I was rather amused that Scan's website actually works on my Windows Mobile MDA Pro phone. That is, until you actually try to BUY something...all the pages work, the images display fairly well, you can log in - but the final green Proceed button during the checkout process is the ONLY thing that refuses to work. Tried it a couple of times, a couple of ways - nada. Finally had to resort to phoning in an order.
But that one little Proceed button on the checkout process could be fixed...and I'm sure you will get other customers wanting it.
Robert " More Info
29/11/2006 " Have you considered starting an online voucher scheme where people could buy others credit with you as a gift?
I think this would be a very popular feature as often hardware bought for someone who bulds computers is unsuitable.
If people could buy credit with you as a gift instead that allows the recipient to get compatable hardware.
Regards
Angus " More Info
15/11/2006 " I have just recieved an email and sms to say that my order is delayed due to stock shortage. I find this both rude an inconvenient that you notify customers of delays in their orders once your office is closed so that the matter cannot be rectified in order to meet your estimated delivery date.
I took care to ensure that when I placed the order all items were showing as available as I am in a hurry for the items. This is not the first occasion this has occured and I would like to be advised how you intend to improve your ordering system to prevent customers like myself taking their business elsewhere.
I look forward to your response. " More Info
15/11/2006 " Hi Roxane,
Thank you for your personal response to my complaint.
It is much appreciated. :)
As I mentioned I do prefer Scan to Dabs. Dabs don't seem
as technical as Scan, and that is important when buying
technical components. Plus dabs have no customer support
telephone service, which is appalling really. Even their
internet chat service does not work on Saturdays.
It is good to know I can place an order with Scan via
telephone. I will do this in future. However may I suggest
that you add some text to your site, on the "Delivery" page
saying "we welcome orders from Ireland, Isle of Man etc,
however please phone in your order to us on xxxx". When looking who to place my order with I looked at both sites, to see if they said anything about orders from Ireland, and I could not find anything on your site about it.
Thanks again,
Paul " More Info
12/11/2006 " I love your website, it's great to cut out the middle man and get fantastic deals combined with impeccable customer service.
However I do have a suggestion. If you go to a website such as www.newegg.com (the American equivalent to Scan) you will see that their best feature is that next to their products they have user ratings and most importantly user reviews. This includes the Pro's, Con's, and Other's section.
As I am a big user of message boards, helping people choose which parts to choose I often point (UK users) to scan.co.uk for your great prices but most of all your brilliant customer service. However I do often have to give them my own user review on a product or point them to a site such as newegg.com
If you could add a section that included user comments/reviews/scores it would be a great help to all users and I'm sure you would sell more products. If you could add a compatibility list showing what parts work with what (e.g. this motherboard works with the following cpu's) you would help alot of new users but I think this is a bit of a stretch.
I hope you continue to deliver great value and great service, and if you do take up my suggestion I wouldn't be averse to a free water cooling system ;)
Sean " More Info
12/11/2006 " According to my research Scan offers the best prices than any other UK eTailor! It would be nice if Scan implemented a Forum for their customers and potential customers so they can discuss and review todays and tomorrows computer technology. " More Info
04/11/2006 " Hi. I thought I'd say something slightly down-beat: when I go to most my site and enter details to logon, I enter username, password, etc, then as a "power user" hit Enter (with some force...?) and feel quite spiffy that I didn't have to press Enter/SignIn/etc.
With your site, I can't. After entering my details (which Firefox does admittedly help with), I have to press tab 5 times to "Proceed", or worse I sometimes even use the mouse.
Obviously my suggestion is therefore: please make it possible to press enter after having pressed enter, and have the browser automatically assume "Proceed" was "clicked". Then eBuyer, Dabs, Amazon and eBay (even) don't stand ANY chance, as far as I'm concerned.
That having been said, I'm exceedingly pleased with the general attention to detail you pay to your site's design (and therefore the above really suprises me).
Thanks a lot,
Matthew Clapp
Training Manager/Web designer
LIFE Solutions (a vastly inferior site) " More Info
26/10/2006 " Could you tell me what you privacy policy is. I cannot find one on your site & am wary of supplying personal data that may be used in discriminately for marketing purposes.
I am about to place an order based on a recommendation in PC Pro magazine but am suprised that you do not state a policy on data protection on your site.
Many thanks " More Info
23/10/2006 " This has been going on too long. When will these arrive? If it's the White Brick lacie you're waiting on perhaps you might have a higher spec one you could send in it's place, as some kind of compensation for the crazy wait....
The lack of information about this has been really frustrating,
Oliver Reid " More Info
22/10/2006 " SCAN
Subject: “Q-Collect Pods”
On using the “Q-Collect Pod” I found it a bit confusing to have reached the end of a section of the procedure and not to have had a continue button to click. This was because you had added other information at the bottom of the page.
I think the Q-Collect Pod is a great idea but as a first time user, and the procedure being a lengthy one, I did not find it easy.
If you can simplify the procedure a little more than it is, others who, like myself needed assistance, would not have to ask a member of staff for help thus allowing your staff to continue their work uninterrupted.
Regards,
David G Jones " More Info
06/10/2006 " Your ordering process would be greatly enhanced by:
1. A text field where we can paste in a list of Scan product codes and they all appear at once in the shopping basket. (And a list of errors - i.e. codes that do not match).
2. On individual product pages, providing link(s) to the product's category. For example if I type in "LN11461" and find that that hard-drive is out of stock I would ideally like to see a "breadcrumb trail", e.g.:
Home > hard-drives > SATA > 250Gb-320Gb
to immediately find other equivalant products that are in stock. Your tool to "Find Similar Products" is very good - but doesn't beat a simple breadcrumb trail. Even a single link to the product's main category would be sufficient:
Category: Harddrives SATA 250Gb-320Gb
Luke Usherwood " More Info
05/10/2006 " I must say that I am really surprised that a professional company such as SCAN are unable to deliver to BFPO addresses. I have no problems whatsoever with amazon, expansys etc.. Particularly when the system is simple to set up. I have always been a fan of SCAN and have been impressed with the regular email updates and online tracking tools. The following link will show you the companies who use the BFPO system (including a large number of small businesses, much smaller than SCAN) http://www.bfpo.mod.uk/deliveries_via_bfpo.htm, equally the contact details are available if SCAN should wish to enable easy use of BFPO for the huge number of military and civilian mod personnel working at BFPO addresses.
However, with respect to my order I am keen to have the items delivered to Germany but again query my eligibility to receive tax free goods. The procedure used through amazon is extremely simple in that I would order from amazon using my BFPO address (as proof of my tax free eligibility) I then send an email to [email protected] on receipt of the goods who immediately refund the VAT. Again it could be worth your while enabling a similar system, maybe amazon could tell you how they achieve it.
Karl McCarthy " More Info
02/10/2006 " Hi,
I would just like to ask why your delivery charges are so much higher then your competitors, do you have an alternative Standard service apart from the £12.15?
I was going to order a case from your "Today Only" special but including delivery the total came to nearly £41 so decided to do a little research, the same case at Micro direct including delivery without Today Only special came to £31 including delivery, the only problem is they don’t have the colour I want in stock, Ebuyer has the same case for £28 including delivery but again they are out of stock.
I would like to ask! Do you intend to bring your delivery charges inline with your competitors anytime in the near future?
If yes let me know.
Ebuyer Standard delivery = £5.20
Micro Direct Standard delivery = £4.99
Thanks
Yahya " More Info
17/09/2006 " The website is so slow it's almost un-usable at most times of day. I've tried it at 8AM, 11AM, 1PM, 3PM, 5PM, 7PM, 11PM and 3AM, as well as other times on various days and connections (home, work, friends etc) over the last month - it's *ok* on a few pages, but on others it takes 5 minutes or longer for a simple page to load.
And it's not my connection, as other websites are blazingly fast on my 8meg DSL line. Perhaps your webserver needs a reboot/upgrade/replacement, or perhaps upgrading it to a cluster (or larger cluster if it's in one at the moment) would do some good. " More Info
31/08/2006 " I ordered several items that were all in stock when I placed the order. By the time my order was picked, one of the items was out of stock. When I phoned to cancel that item, I was assured everything else was in stock. However, by the time the rest of the order was picked, something else had gone out of stock. Very frustrating! Why can't you allocate 'in stock' items as soon as the order is placed? It seems to me that 'my' ordered items can be used to fulfil someone else's order, placed after mine, while mine is waiting for items to come back into stock. If I order too many items, I might NEVER get everything in stock at the same time!
This is not the first time this has happened to me. Helpful and polite customer services staff as ever, but the only way out of the loop this time was to get one of the customer services staff to actually pick my order there and then! A better link between the ordering process and stock levels seems to be needed, so that things I've ordered from available stock cannot be used to satisfy someone else's order. I've learned my lesson about ordering too much at one time from Scan, even from 'Today Only' products that seem to 'promise' stock availability. It has cost me more to buy the missing items from elsewhere, but at least they deliver on items they claim are in stock.
------------Scan Employee Ref--------
Neesha (spelling?). Very helpful and apologetic, and got me out of this infinite loop by picking the items for me. " More Info
30/08/2006 " Given your current work load, it would be helpful to me if under My Account it was possible to view currently outstanding orders. Allowing me to see when elements of the order are assigned and what is still pending. This would permit me to check status on-line and not need to chase support staff.
Hope this suggestion helps.
Ray. " More Info
28/08/2006 " Evening folks.
Just a quick suggestion.
I am increasingly ordering more and more things from Scan, at least 5-6 orders a week but I'm hoping to increase my sales and inevitably increase my orders to Scan.
The single biggest thing that Scan could do to facilitate this and increase my orders is to provide a payment method through paypal.
As I'm sure your aware its relatively simple to set up and nearly as simple to integrate into your site (Of which I'm sure the web team could do easily :-D)
It would appear more companies are providing paypal as a payment method, indeed several of my other suppliers do.
Is it something that Scan would consider?
On another note, the new delivery pricing scheme is excellent. The units I normally order have dropped in delivery cost by nearly £5 each. Which means I make an additional £5 on every unit and makes it all the more worthwhile. I know its something that people have commented on before and its exceptionally pleasing to see that Scan are listening to their customers and taking action were possible. Thank you very much :-) I feel like a valued customer :-D
Especially after speaking to David in your customer care team - top bloke - always sorts my problems with the minimum of hassle.
Many thanks
Leigh
------------Scan Employee Ref--------
David - customer care " More Info
19/08/2006 " Fantastic service from scan. I made a mistake on my order at 1am in the morning on the despatch date i realised. Some other component websites have the ability to ammend orders from the website. Scan doesn't have this feature, which at the time was slightly annoying. However i sent an e-mail there and then and i phoned in at 10:30 just to check the order was going to be ammended before dispatch. I spoke to a very helpful lady and she had already made the adjustment and it was all despatched the same day. Like I said it was a fantastic service, but i could of done with the ability to ammend online.
Stuart Daniels " More Info
19/08/2006 " Fantastic service from scan. I made a mistake on my order at 1am in the morning on the despatch date i realised. Some other component websites have the ability to ammend orders from the website. Scan doesn't have this feature, which at the time was slightly annoying. However i sent an e-mail there and then and i phoned in at 10:30 just to check the order was going to be ammended before dispatch. I spoke to a very helpful lady and she had already made the adjustment and it was all despatched the same day. Like I said it was a fantastic service, but i could of done with the ability to ammend online. " More Info
18/08/2006 " Hi,
I have ordered some components from you, and I paid using your V12 finance option. I recieved the confirmation from V12 that they had received my signed forms. (On the 12th). The next thing I new, from phoning yourselves on Friday the 18th was that it will be delivered today.
I am not complaining about the service at all, but it would have been nice to have an email or something from you to let me know that stuff was coming. I have ordered stuff befor eon my card, and was used to getting the 4 emails as the purchase goes through your system.
I am very pleased, but is there any chance of including these orders into the system?
That said - great work, and I will be buying from you again.
Cheers
Dan " More Info
17/08/2006 " I like the four staged delivery email notification. But why not include the Scan ref code numbers in email confirmations? and price/totals?
The web page showing my basket contents was a bit confusing too - some lines appear twice as though I have twice as much in my basket and the second line in each case is free (these were "Today Only" items, and weren't in my delivered package). I have a screen grab image that I can send if this if I haven't explained well. " More Info
12/08/2006 " I would just like to check your delivery prices to Northern Ireland, I have used Scan several times in the past and have been charged £7 plus VAT (as far as I can remember) but just last week I ordered a few items and was surcharged £15. I accept that this is a Citylink charge but you have always used Citylink and I do have to say a £15 surcharge is a bit steep, the original charge was going to be (from a poor memory) £5.98 plus VAT, twice that would be acceptable but £15 is just too much. With this order I wanted a specific case which you did not do, so I had to get it elsewhere and it was delivered for £6 including VAT, which just proves what can be done.
Your prices are very good - please arrange for deliveries to be competitive as well!
Thanks
Mac " More Info
11/08/2006 " It might be a really good idea to add a delivery option at checkout which authorises the delivery agent to leave the delivery with a neighbour.
------------Scan Employee Ref--------
Roxanne " More Info
26/07/2006 " Why not implement a scheme, similar to Amazon where a customer can opt to have a delivery either when all parts are in stock or as soon as possible - even though obviously it will make delivery charges higher.
Tim Winstanley " More Info
12/07/2006 " Just to advise you that the font you use in the list of catagories that displays at the top of each web page has recently been changed to on that is almost too small to read properly. Initially I thought that it was just my computer but I have checked on several computers at work and they are all the same. Please could you check it as it makes an otherwise brilliant web site really painful to use.
Regards " More Info
26/06/2006 " 3 years ago Scan service was so poor that around the office you were called Scam. What a change. Just ordered a Dell monitor, rang for sales advice (could not find the apply for finance button), assisted by a chap called Phillip who gave me a direct line for further queries. When I got stuck, he rang right back after leaving a voice mail and reversed the transaction. How different to before when I can remember screaming at service operators because they just did not respond.
A few suggestions mind you:
1) Please consider removing the mandatory address lines 2-4 - I had to enter my house name 4 times just to get past the barrier.
2) Please consider a 'no' button at the end of the finance agreement page - I would have liked the option to reverse the credit card deposit transaction having then found out that I did not agree to the finance terms and conditions.
if the delivery service matches the pre-sales - I will be back for life.
------------Scan Employee Ref--------
Phillip " More Info
23/06/2006 " Is there any way that on the parcel tracking page we could add an extra line to say the order has been cancelled? " More Info
22/06/2006 " Your webpage "Why Buy Built", at this address: http://3xs.scan.co.uk/whybuybuilt.asp is absolutely *riddled* with massive spelling and grammar errors. Just thought i'd point a few out so you can correct it and improve the professional appearance a bit...
:::
"if you want experience the frustration of fault finding and anticipate the feeling ritcheousness for enduring the patience" -- so alien and bizarre is this grammar that it wouldn't look out of place on Engrish.com, plus it has the added bonus of an entirely unique spelling of the word 'righteousness'...
"Our advise to you" should be "Our advice to you"
2nd sentence - "its" should be " it's"
and... well.
At this point i'm going to stop correcting it, because I simply cannot shake the feeling that it is a spoof of some kind, and has been translated by babelfish from the original chinese, or some other imaginative and entirely unexpected method.
I suggest you take a look and sort it out... It's unintentionally hilarious ;-)
Cheers,
-Alex " More Info
26/05/2006 " Having ordered the bulk of my new system from scan (everything apart from the case!) I just thought it fair to write and let you all know how pleased I am with everything. My order was paid for using the finance option, once that was all sorted out I was sailing. Some of the items I wanted were out of stock but it was no hassle phoning up and changing my order, the sales team were on the ball and very pleasing to deal with. I had to sadly return one of my hard drives but even this process was painless and I had my replacement item very quickly. Throughout the normal ordering and also the return processes I was kept upto date with loads of emails, and knew that if I had to call Scan I would be dealt with professionally.
The only comment (not a complaint) is that my order being paid for on finance does not show up in the previous orders area in the my account section. Having spent nearly £1600 on the various components from Scan it would be nice to keep track of my order along side my previous purchases.
Over all I'm more than pleased with Scan and also the staff I had the pleasure of talking to throughout the ordering and returns processes. I have bought items from Scan before and I will continue to make Scan my first and quite possibly my only port of call for computer components.
Thank you all at scan, Keep up the good work.
Stuart McCreadie " More Info
18/05/2006 " just a general suggestion:
it will be extremely helpful if in all your invoice and order correspondence you included the scan item number for each item, ie LN----. I appreciate that these change - you can write a warning footnote - but its extremely helpful at least for a while: As there are many compatibility issues between hardware and also very smal l differencces between items, but sometimes crucial for customers, it makes it easier for them to keep track of what they bought in the past and worked for them, and want to order it again. IE: many different types of fans that look and are discribed as almost the same, enclosures with minor differences, RAM dimms and so on. Many times the description and serial no are not enough to distinguish items from past orders. That would save a lot of time in calls to your technical support team as well. It will be extremely helpful - from a customer's point of view to backtrack from previous orders from emails, so they can reorder items, or avoid ordering again items that have not worked for them in the past. Maybe devise a system where all products have a unique item number for ever and state it in the correspondence. Otherwise your service is excellent
euri george " More Info
16/05/2006 " Just wanted to thank you folks at Scan for all the splendid work you do. Absolutely amazing customer support and the prices speak for themselves. The delivery times are outstanding as are the selection of parts (hmm, what about a 'retro' section? Tho that may mean 2nd hand, but would be good to be able to replace parts on an old machine, good for old games an such).
Anyway, will always recomend to you to friends and anyone needing new stuff....keep it up.....uber-points for you all. " More Info
09/05/2006 " Hi, I have ordered from you before and the quality of service was excellent - it is rare to find an online trader who answer the phone without putting you on hold.
I have a suggestion about your site, which is could you build a feature to allow customers to sort products by price? This would be very handy because if a customer had a price bracket they could easily see which products match it. Also, products of the same quality generally have the same price, so it would be easier to see similr products at once.
This is only a minor problem, however. Your website and service have been excellent and I would definately recommend you.
Martin Smith " More Info
25/04/2006 " I think it's time you considered having a 'sliding scale' for delivery charges based on what is being ordered. Say, for example, I order a USB printer cable - this costs 53p inc VAT, and then you slap £7.00 (!) delivery charge on it. Surely items such as this can be delivered via Royal Mail rather than via courier, and then such an item would probably only cost the price of a couple of first-class stamps! Other than that - great service, great products!
Mark Beeton " More Info
25/04/2006 " You should have an area that you can see all your submitted support tickets with an option to close them and also how long they have been open for this is a great way to see how fast online support is and gives greater flexibility to the users of this website.
This is also good if you cancel an item you can track it's progress. " More Info
19/04/2006 " Extremely poor delivery service.
£7 charge, for a 7 day delivery (and counting). Granted it's more like 3-4 working days, this is still unbelievably poor, especially when you charge more for carriage than your competitors.
Ultimately a bad consumer experience, that I will not be looking to repeat, by ordering anything else from Scan. " More Info
18/04/2006 " Consistent Good Service - Sales & RMAs
=========================
I have just had to RMA 2 different pieces of memory for 2 different machines.!! I know its easy to get it wrong when specifying memory so I spent ages checking and re-checking before placing my order. However, I still managed to get it wrong for BOTH machines, (arrggghhh) and thus had to ask for a refund and reorder.
I was VERY impressed at how helpful and cooperative scan staff always are, and accepted the memory for refund without quibble. Thanks Guys - You are doing a great job (Having worked with people in similar environment I know RMAs can be a thankless task).
Finally - a suggestion for improvement. Quite a few times when we or others place credit card orders the card verification fails - think its through spaces or dashes in the number, and/or too many characters in the crdit card name (eg: adding a company name for a company card). This is silly.
In each case its a phone call to get it sorted. It bugs me when this happens a few times, but I guess this might add 5-10 extra man hours to your customer services daily workload. PLEASE ASK YOUR IT PEOPLE TO VALIDATE THE TEXT AND/OR PUT A WARNING MSG ON THE WEB SITE. Thanks
------------Scan Employee Ref--------
Thanks to everyone! (except IT/web) " More Info
31/03/2006 " Good site but it is missing that 1 vital piece of information .... How do you pay for things? Do you take credit cards? debit cards? etc and which ones! If the information is somewhere on the site it isn't obvious because I've looked.
Please, please make it obvious. Symbols on the home page, something in support or a link in your Info panel would be good.
Thanks
Mark B " More Info
29/03/2006 " Thanks very much Ben,
I unpacked my new PC this morning and am very pleased with the quality of workmanship throughout, from placing the order, to receiving my new system. The build quality looks superb and I will be highly recommending Scan to my
colleges and friends.
I have however one concern. When I booted up my PC this morning I got an error message telling me my CPU fan was not working properly. I then took the side off to have a look in and indeed it was not spinning. I subsequently
restarted the syetem twice and on the third time it worked. I then powered down the systen to place it in the workstation. When I rebooted again it did the same
thing. "CPU fan not working properly" I hit the reset button and it worked
OK. How do I resolve this issue??
Regards Aaron Hanthorn " More Info
07/03/2006 " It would REALLY useful if you could order product listings by price, manufacturer etc. " More Info
05/03/2006 " Do you not have an email newsletter letting people know the latest news or offers? " More Info
01/03/2006 " I use Scan regularly and regularly receive excellent service. My comment is one about the site though...
With a range as large as yours, it becomes increasingly difficult to find "new" products without going through near every page! Personally I haven't got time to go through every page so often end up missing newly added items.
Can we not have a Today Only *style* page detailing all new additions over the past 2-4 weeks in either a categorised group order or simply in reverse date order (newest at the top). I know I for one would find it a very useful facility.
Si Watts " More Info
25/02/2006 " The Word From Scan Customer
-------------------------------------
Nature Of response: Complaint
Name: f**k u
Address: a house
a hill
never neverland
Telephone: 01745 999999
Email: ******@a.co.uk
-------------------------------------
Customer Comment Details
-------------------------------------
I will never buy a pre built system again , i only got scan to build my pc because of the money i spent with them . Luckily i know computers and good thing because if this was my first computer i would have been knackered. it doesnt shut down , is unstable and thankyou scan for rebuilding my lack of trust in humanity " More Info
04/02/2006 " May I suggest that when sending out Hard disk drives that they are sent in a box between foam padding and marked fragile rather than just bubble wrap .
As hard disk drives have delicate electronic components this would save any potential damage to the drive when being handled by the courier company. " More Info
23/01/2006 " There is no sort by box for price - which would be nice :D (products page) " More Info
20/01/2006 " Can we please have user-friendly print button on Order Complete page so customers can keep a hard copy of the order placed.
Thanks " More Info
12/01/2006 " Great website, easy to use, but one thing that I feel is missing is the ability from the "view basket" page to navigate back to the product detail pages. i.e. see the full details of the products by clicking on lines in the basket. It is a pain that you have to re-search the product in order to carry out a review of your selected items.
All the best
Ian " More Info
30/12/2005 " Pricerunner & other engines often list your site for compatitive price, but you have dropped your low-cost geographic phone no., and give no email address on your site which given the usual expensive wait on a 'saynoto0870' phone line at 5p/min ott, is discouraging to enquire further on a search engine lead. - from an old customer " More Info
28/12/2005 " Hi,
Over the Christmas period I purchased some items using the Q collect service. Given the name of this service, I assumed this would be quicker than coming in store and ordering from the sales counter. I placed my order on a friday night and expected it to be ready a couple of hours after you opened on Saturday (the 17th of December) After a couple of calls to customer services, I discovered one item was holding up my order and removing this allowed it to progress. I was then told that the person in customer services will tell them I am coming so I set off. Once I got to your store, I had to wait another hour before my order was ready. I was also told one item would need to be got from another warehouse and would take 15 minutes. After 15 minutes of waiting I was told I would need to wait another 15 minutes and at this point I gave up.
I realise you were very busy over the Christmas period and I do not expect miracles; my complaint is not so much about the lack of service I received but the fact that the Q collect service is misadvertised and there is no information regarding lead times on your site. Some information like please order at least a day before you intend to collect, and how long the items will be kept for would be very useful.
I expected to be able to order online and that my order would be prioritised so it would be ready quicker than if I had gone to the sales counter. This was not the case. It would have been quicker for me to have gone in at 11:00am on saturday and ordered from the sales counter.
Chris Stos-Gale " More Info
16/12/2005 " Hi,
I am always concerned when ordering high value components from a new (to me)
on-line supplier, however this has been a good experience and I will
recommend you. The PC arrived when expected and working. I must also
complement you on your order progress web page and general communication.
The only surprise has been that that the PC has an exessivly loud fan/s for
my small office situation, which is undoubtedly a function of the budget
model I have chosen. Is there a quieter fan I can purchase?
Thanks
Colin Eglin " More Info
14/12/2005 " Neil
Further to our conversation, the problem that was encountered was within the call queuing and the messages displayed.
The Menu options were fine and routed accordingly as I selected, although the 1st message presented was cut of half way through (there should be an option or tick box within your software to take of interruptions). Though this was cut of with ringing, it's a general business decision.
Your in queuing music is also been cut of after a period of approx 10 seconds, then there is silence for 20 seconds approx. Makes the customer feel the call has been dropped. This is easy configurable, depending on the system you have adopted.
The position in the queue, appears to be fine.
Apart from that impressed.
Kindest Regards
Luke Walshe " More Info
05/12/2005 " Why can't you take a leaf out of's www.insight.co.uk book and clearly indicate postage to N.Ireland and include it in the total - instead of adding another day's delay while you remind the customer (me) of something I already know, then show administrative incompetence while I acknowledge and
wait patiently while the order is recalculated further delaying my order. Would it be so difficult to sort your web interface to calculate postage based on the delivery address? " More Info
01/12/2005 " Dear Sir/Madame,
Thank you. I have received my 3XS PC and successfully set it up. I am happy with the 19'' Flat screen and with the specification of the PC however, I have a problem and will have to send back the system if it is not resolved. It is to do with the excessive noise of the system. I am a musician and wanted to get into home recording. This is why I decided to look into your systems and in particular your Audio Creation Systems. A friend recommended your company and after along time considering the spec I decided to go for the 3XS Starter-Studio Package.
Your site states:
'The 3XS Starter-Studio Package makes a perfect foundation for a new studio; offering quality hardware and key features to make getting into production easy. Supplied with M-Audio hardware for fidelity and compatibility.'
I think (and hope you agree) that a big 'key feature' would be a system that does not emit much noise as the recording environment necessitates near silence. Now I understand there will be some noise but, not as much as the fans in my system are making. I work in the IT sector installing Servers in Doctors surgeries and even these high powered systems are much quieter than this one.
I am hoping you made a mistake as I ordered the 3XS Starter-Studio but the invoice states a 3XS-H series (High-End) PC. I record in my bedroom and the PC is just too noisy. There is no way you could sucessfully record anything with out the continuous humming sound of the fans in the background. I also bought the TV card for the PC and it's great but you couldn't be bothered watching beacuse you can hardly hear it over the noise.
Now I have noticed that much of the noise comes from a fan (not the PSU fan) located at the back of the PC Case. It is connected to the motherboard. I disconnected this an it has reduced it considerably however, it still sounds like the Proliant ML350 Servers I am involved with at work (and these are in server rooms). I am not sure how stable the system will be without this fan. I would like to keep the spec as similar as possible but a reduction in noise is more imoportant. I am asking you please to look at this Spec again and offer some solutions to reducing the noise whether it be a different, smaller casing or a different cooling system, otherwise I am afraid I will have to return it as it is no good for me to use for my recording.
Finally, I have not yet received my Creative labs Itrigue 3400 21 Speakers. It points out in the invoice that they are out of stock. However, I have had no information regarding this and I still appear to be charged for them. Can you let me know when they are in stock and when I should receive them.
Thank you for your time and I hope we can sort this noise problem.
Regards,
James Kearney " More Info
01/12/2005 " Hi Roksan,
I really do think the site is great generally (I'm a web developer too!), apart from this little niggle, so my suggestions to help others not make the same mistake would be as follows:
1). On the "Confirm Order" page, get rid of the second "Confirm Order" button, as it gives the impression there is more than one option.
2). Make it clear in the "Secure Visa" text that this is entirely optional. - If it takes a little longer to authorise if the customer chooses not to use "Visa Secure", then just say that on the page in the text
3). Have two clearly labelled separate buttons, one that uses "Secure Visa" (or mastercard etc) and takes customers to their bank's page, and another that just does the transaction without secure visa.
4). On the Secure Logout page, how about a big message saying that the order has been accepted.
That's all. Hope this helps.
Regards.
Nigel Berrington " More Info
29/11/2005 " I received this order today and opened it to find everything that I ordered plus a TDK Bluetooth Adaptor for use with a Palm PDA. Upon reading the enclosed invoice I was informed that this is a free gift from yourselves. This is very kind of you, thankyou very much, but unfortunately I do not own a Palm PDA and I therefore have no use for such a device. This may seem somewhat cheeky and I don't wish to appear ungrateful, but could I possibly claim another free gift, one that I have a use for? If this would mean that you'd require me to return the Bluetooth adaptor then I am willing to do so, if this is not at all possible then no worries, I'm sure I can get a good price on eBay.
Regards,
Martin Williams " More Info
23/11/2005 " Thank you for you email which went into considerable detail.
I have had a quick look around your website to find details of your Q collect system you mentioned. Now I maybe being just totally stupid, however I don't seem to be able to find, with any ease, details of this service which I would most certainly have used had I known it was available. There is certainly no mention of it under either ordering or delivery information where you would expect.
I look forward to you understanding my point of view.
Nick Doy " More Info
22/11/2005 " Please can you include in the logged-in page 3 extra items :-
1) - The name of the user logged-in
2) - A 'Log-out' button
3) - Have a facility where you can start an order on one day and carry-on with the same order on the next day.
Point (1) would be useful when you use multiple id's to order various items.
Point (2) would be useful for when you cannot remember who you logged-on as (without having to go all the way to the 'Account' screen.).
Point (3) would be useful for when you start an order at work, but want to carry-on with it when you get home or vice versa. " More Info
07/11/2005 " Hello Elan,
Just a quick note to say thank you for your input on Saturday. Your help was much appreciated.
Just so you have the background to my visit on Saturday…. I initially ordered via your website on Friday and selected Q collect. Because I was in a meeting my wife actually placed the order using her card. I called on Saturday morning as it was confirmed that the order would be ready to collect. I then received a call to inform me that the processor was in fact not in stock. I wasn't offered an alternative which, as the processor I had ordered has been superseded, maybe I should have been. I agreed to collect the remainder of the order but was told that the whole of the initial order would have to be cancelled and I would have to re-order, minus the processor, when I arrived. I did specifically asked if I would have to wait in a queue and was told it wasn't busy. I was probably in the queue for an hour and the rest in history!!
On the confirmation e-mail which arrived after the initial order was placed it stated that the goods will only be given to the buyer on production of the card used plus ID. I have just tried again and there is no warning of this before a card is entered. Just a suggestion but it may help if your customers knew the rules before actually committing to buy.
I have been buying IT from Scan for a few years now and have to say the service has been totally superb. I often wonder if you have a local happy factory where you acquire your staff as they are always happy and polite on the phone. Usually efficient too. This all makes a pleasant change in today's world so well done.
I am currently working for a small but growing charity in Liverpool (www.penny-lane.org.uk) and will be buying PC's etc. as time progresses. Rather than buy standard PC's which usually arrive pre-loaded with useless software I will probably build them myself. I will certainly order from Scan when the time comes.
Please don't be offended by my comments above, my criticism is meant to be constructive. You have a cracking business there and it is nice to witness the enthusiasm and passion which makes it a success.
Regards,
David Wiles. " More Info
03/11/2005 " Hey there,
I placed the order through your website, which I seem to recall has a fairly prescriptive address form. The usual emails came through; fine.
Next day, when the delivery hadn't come through by midday, I
thought there might be an issue; when it hadn't come through by 5pm I was pretty convinced; but of course you have to stay until 6pm: sod's law, this was the one day when I was hoping to get the 5.30 train to have dinner with my brother. Checking the city link site throughout the day only revealed that it had been loaded onto the van.
Today, after I called, but before I was called back, the parcel arrived, addressed:
PACTS
MR WILL MOY
CLUTHA HOUSE
3RD FLOOR
LONDON
.... which is understandably hard to find.
I was called back about an hour after the delivery, with an
explanation and the waiver of the delivery charge. I think scan have handled the situation very well, given that mistakes do happen. However, the delivery driver mentioned that he had attempted delivery in the morning of tuesday and the bad address had made it impossible. My only outstanding question therefore is why someone didn't get in touch and try to sort it out, or at least provide some notification that delivery could not go ahead.
I hope this is of some use to you; having shopped happilly with scan before, I intend to continue doing so.
Yours,
Will Moy " More Info
02/11/2005 " Hi Roxane,
I have just checked the invoice in My Account and the CPU changes are not showing could you verify this for me please?
Thanks
James " More Info
29/10/2005 " Roxane,
Thankyou ever so much for sorting this out for me - Elan gave me a call today and gave me the excellent news, we had a good chat and sorted all the problems out, and even refunded the postage for this order, and gave me a voucher for free postage for my next order. All in all i'm even more impressed with Scan for their customer care after the work you and Elan have put in for me on this order, and I can proudly say my next order (Which will be for a full high-performance system) is safely in Scan's hands.
VERY impressed.
Thanks once again,
Gary " More Info
17/10/2005 " Hi Ben,
Thanks for getting in touch. The purchasing process has been very simple and I really like the progress bar. I would suggest that this could be made clearer if it was obvious the photos denoted the beginning or end of a stage.
I also think it would be beneficial to put up an idea of time taken for set up and the additional cost for the credit agreement.
I bought this for company use on personal expenses, so knowing the time lag on the credit agreement I think I would have avoided it!
Finally the machine seems to be running fine, although I am a little surprised at its noise. I thought it would run a lot quieter than it does.
Thanks again.
Adrian " More Info
12/10/2005 " I may have seen a fault in your online sales system and I thought I'd report it.
On the first email I got back, it reported by name as "David Howells", but on subsequent emails the "d" at the end of "David" has been lost, and on this basis the system rejected my request to deliver to an alternate address.
As far as I can tell from the web pages describing my account and invoices, this shouldn't have happened; but I can't check to see if I put my name in incorrectly when entering my credit card details, so I don't know whether it's something I did, or something your system did.
David " More Info
02/09/2005 " "
I bought some neons in the original invoice quoted above. One of the blue Neons was broken and you were kind enough to offer to replace it. The replacement arrived today Invoice no however that was already broken as well.
Kind Regards
George Sutton
" " More Info
31/08/2005 " Hiya Scan
WOW! What a difference 3 years makes. The last time I ordered from you it was a complete nightmare and I vowed never to use Scan again.
I'm pretty easy going and forgive and forget is my motto so I placed an order yesterday and I am very pleased with the results. Emails detailing the whole process, tracking numbers and a fantastic courier website too.
Well done. I am very very impressed.
Regards,
Jules " More Info
27/08/2005 " Mrs Hall bought some 256Mb Micron memory but when she recieved it she noticed that it showed some signs of wear. " More Info
13/08/2005 " Hey folks,
I have recently brought a motherboard, among many other items, with the express interest of using the firewire connection for my Ipod - A firewire connection that does not exist. Obviously, without a firewire connection I have no means of charging my Ipod or updating tracks from Itunes software on my system, to my Ipod. This is a horrific situation for me as I currently have a blank Ipod and therefore a useless Ipod. I brought this particular motherboard because it clearly states on your website that it has an IEEE1394 port... To my horror IT HAS NOT!
Please contact me as soon as possible to advise me of how this issue will be resolved. I have now been without music for quite some time and am desperate to get things sorted out. Equally, if you decide to send me a firewire PCI card, please do not flog on some cheapy rubbish. I have spent a large amount on this particular system, and also, as I've spent in excess of £14,000 through my personal and business account over the years, I think that I would be an appreciated customer and would hope you treat me as such.
Have a nice weekend people,
Richard Hill
A long-term loyal customer and system builder for over 6 years. " More Info
10/08/2005 " Email sent 10/08/05 @ 12.21pm:
Dear Sir / Madam,
The order received yesterday was not as described on your website. When deciding between ebuyer.com and scan.co.uk I decided to pay more to get a better suite of games with the graphics card. I was looking forward to receiving 3 games I didn't have, specifically X2 the Threat, Commandos 3 and Moto GP2 as describe on your website (your ref LN8229). However it appears I have paid more only to get a package actually worse in my view than the offering from ebuyer.com - only one game was included - Far Cry (Not in fact Doom 3 as described on the invoice), both which I already have anyway.
To avoid a collection and full refund, can I suggest the following options which I'd be happy with:
1) A refund to my credit card of the difference between what I paid to scan.co.uk, and what I would have paid ebuyer.com had I known the packages were in fact identical. Including VAT and standard shipping Ebuyer would have cost £206.14 making a difference to refund of £19.46 - see www.ebuyer.com (quick find 73368).
2) The same amount as a credit on my scan.co.uk account to spend on other things, plus a £7+VAT delivery credit.
3) If the games advertised with the product are available in your warehouse, a straight swap with the game I have here via post.
Thanks,
Simon. " More Info
28/07/2005 " Query ref: OLQ 310429
Email sent 28/07/05:
"
This isn't a query, just a thankyou. I got my order yesterday and it works perfectly! an exceptionally quick arrival, thankyou very much. You should have a feedback option too!!!
Alison Salmon
" " More Info
16/06/2005 " Hello,
I would like to return one item from this order, which due to the reasons below I insist that you arrange for it to be collected and the card used for payment to be credited with the purchase amount, £253.80.
It was advertised as a SN95G5 V3, and what I received was a SN95G5 V2 which also has a fault (I cannot successfully shutdown and boot the box!!!)
Are scan aware that you are wrongly advertising products?
I will point out two itemns in the sales terms:
f) Guarantees and after sales service
* We guarantee that the goods will correspond with the stated description and specification.
This is not true as the item I received does not match the V3 specification!
I expect to hear from you shortly to arrange a date for collection " More Info
16/06/2005 " hi recently purchased "256MB Gainward GF 6800GT PP (6039) U/2400 *Golden Sample* + Doom 3 Full Version Bundle" but then i found out that it was in the shop specials, the exact same product, just for a lower price. As i brought the same product shouldnt i get the cheaper price. the difference is only 4 pounds but i was still a bit miffed..
Regards
Andrew " More Info
10/06/2005 " Hi.
I received my package yesterday, not very happy!
- Motherboard box was in poor condition
- Heatsink for the HDD was jammed over the top of the WRONG side of the HDD and ontop of the static bag, proved difficult to break away from the HDD
- CPU pin BENT
Not bothered about the first 2 points, just gripes more than anything, but a CPU bent pin isn't acceptable.
I have had success in the past when I've had bent pins and I've bent them back. I did ideally want my system up and running this weekend (have more parts coming from you guys hopefully today).
I think you should revise how you package your OEM CPU's as I think the pink foam you use is too dense or isn't dense enough!!! Either the pin has bent with someone closing the tight black box and the pin being caught or there was too much movement in the box. The box was VERY bubble wrapped, so that wasn't an issue.
Please get back to me ASAP - was waiting on hold for 10 minutes and couldn't wait any longer. Hope this is just as efficient as ringing you.
Please advise.
Thanks. " More Info
26/09/2004 " The site is very well designed and easy to use. The only niggle I have with the site is that once an order has been placed (I purchased a new PC today from you) there are no options to review your orders. Check out the Amazon website, they have that feature and it is so useful.
Also, I would suggest that the order is e-mailed to the purchaser for them to have a copy.
Other than that this is a very well thought out site that is easy to navigate.
Richard Nicholls " More Info
14/04/2004 " Great website re-design ! It's so easy to find what you need now with the new filters, and look/feel. Blows Dabs/Insight out of the water, you can spend ages looking for the right part on their site.
Your Customer Service Team are also incredibly helpful and friendly, a pleasure to do business with. I'll be back !
A couple of tips for your next website updgrade:
1. It would be great to see stock levels before purchasing actually as a column in the product list AND in your shopping basket. It' gets a bit tedious having to open each item.
2. Account Management after purchase could be a little more informative. I.E. a breakdown of each part on your order with it's current status. This would have saved me having to call up and ask why my order hasn't been picked yet. (only 1 item is out of stock)
Other than that, sterling job! Keep it up. cya
Andy Gavin " More Info
07/04/2004 " It would seem that on your new site there is nowhere to login untill you try to purchase something. It is also not possible to track orders without the invoice number handy. Would it not be possible to view all previous and existing orders to get information about their status etc like on a number of your competitors sites. " More Info
See all: Positive Feedback