amit´s profile

Reviews (1)

Scan Computers

timed dispatch.

I will break my review in two sections :-

Scan : Ordered placed smoothly, got dispatched same day and was sent updated emails/alerts on the progress.

Their delivery courier did not deliver on the day {& left wrong updates saying I was not at home but I was at home and had accepted another deliver)

contacted Scan, they are very prompt in responding, they kept me updated and replied to my emails very promptly..they contacted their delivery company and sorted the issue for me...

I will have given them 4.5 - 5, but the delivery experience was not what i was expecting.

DPD did responded on my issues but still they can improve their delivery process much better...

I will still buy more from Scan with hope that i do not get repeat of my first experience..

05 March 2012

Reply from www.scan.co.uk

amit

I would like to assure you that we do understand the importance of prompt turnaround of orders and I would like to assure you that the turnaround on your order is not a reflection of our normal standard.

We do not actually guarantee the Requested Delivery Date that you ask for online, although this is of course the date we aim at and largely achieve for our customers. The carriage you have paid on your order is a standard shipping service charge, mainly comprised of insurance for your parcel, and is not in fact a next day charge or guaranteed delivery charge. We do process orders with the utmost urgency and we have an automated email service to keep our customers informed of each stage of the ordering process.

I appreciate your comments about the delay - however you have not paid for a guaranteed service - it is an estimate. The order did ship from SCAN on time to meet the requested delivery date you had chosen and DPD have logged they attempted delivery on the date requested and left a calling card, with reference number and their tracking systems provides re-delivery options on line.

The links you provide do show issues with DPD, this is to be expected with a large carrier, we didn't choose DPD based on the online reviews and to point out there are many positive reviews about DPD. In fact our own service level's show that over %96 of parcel's are shipped on the date requested.

Also this is a FREE service...

I am very sorry about the disappointment you have experienced and I truly hope your faith has not been dented beyond repair we do not wish to lose you as a customer. Our growth and development over the past 20 years has been largely due to return business from long-standing customers.

We hope we can still look forward to your business in the future and thank you once again for your patience and understanding despite the delay.


Kind regards,




Invoice Date - 29/02/2012 09:56:21 (Wed)
Requested Delivery Date - 01/03/2012


02 Mar 2012 01:31 Chelmsford
- Your parcel has arrived at the local depot
- Your parcel is going out for delivery

01 Mar 2012 19:28 Chelmsford
- We were unable to deliver your parcel as there was no one present to sign for the delivery
- Calling Card Left e-mail notification sent

01 Mar 2012 17:10 Chelmsford
- We were unable to deliver your parcel as there was no one present to sign for the delivery, rearrange your delivery here - 18141139
- Calling Card Left e-mail notification sent

01 Mar 2012 09:34 Chelmsford
- Your parcel is on the vehicle for delivery
- Out For Delivery e-mail response & Out For Delivery SMS response notification sent

01 Mar 2012 05:15 Chelmsford
- Your parcel has arrived at the local depot

29 Feb 2012 23:27 Hub 3 - Birmingham
- Your parcel has been received at our sortation hub

*************************************************************
Update:

To clarify the lad times confirmed and advertised are Requested only. This is confirmed:

1) On our Home Page
2) During the Ordering Process
3) Via the Q-Delivery
4) Within all 4 stages of the tracking e-mails.

We do not produce information via our website in bold lettering for various reasons.

We had already re-arranged delivery for you on Saturday - ( As requested by you ), which we organised at no extra cost and absorbed the extra charges DPD will apply to SCAN, this was as a goodwill gesture in addition to the free carriage you already received.

After requesting this, a call was placed for the order to be cancelled, which we acted upon as requested. We then received another call shortly after asking for the order to be re-instated and delivered on Saturday and at this point is what is being attempted.

Best Regards

amit´s profile

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amit
Reviewer
Female, 1977
United Kingdom

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