in stock, order, no stock..... ???

[zukomonitor]

Hi there,

I made an order on Thursday 26th:

item was displayed as "in stock", ordered, payment made, emails recieved confirming order, confirmed payment and expected delivery date (next day)
Friday - email saying item out of stock....... ???

I recieved the email while out and forgot to phone up.

Expected delivery of 3/05 ...

Any help? not very happy, you would think that a big, well respected, shop selling tech stuff would have a top notch stock system that would not allow this to happen

Edit: order no E1847886

[zukomonitor]

So I phoned up customer services.....

Spoke to a young bloke mid 20's , sounded asian with bolton accent....

The accent wasnt a problem but he spoke quietly and mumbled, had to keep asking him to repeat himself and got more mumbling!

anyway, he told me that the item 'was' in stock when I ordered, but then it wasnt. ???
I told him thats why I was annoyed....

I heard a mumbled "goes to pre-order" so I said that I wanted it urgently and the system shouldnt of accepted my order and payment. He then told me "the item was out of stock when I ordered and the system doesnt lie"

So he was inferring that I was lying! I said - why would I order something that I needed next day if it wasnt in stock?.......
He repeatedly stated " item is not in stock" about 5times

I said that I know that it is 'now' but it wasnt when I ordered. Told it was not in stock again

This HDD was ordered for my Mum, she spends a few thousand a year (business) on components and computer related stuff and since buying my self build system back in 2010 (with no problems) I have been telling her to try Scan. the moment she does, it goes like this!

things go wrong, people make mistakes etc etc I accept that. to be told im lying and treated like a dumbass is not on

[PabloFunky]

Had similar thing, and i dont lie, so was a little upset.

This does seem to happen i noticed with lots of people, perhaps its a computer system stock checking error, that needs to be sorted.

I also accept that these things happen, but also dont like indirectly being called a liar.

[longweight]

The stock system shows what is currently in stock. If your order is placed just after another order for the same thing then the item will be out of stock by the time your order is packed.

Stuff like this happens, to be told that you are lying sucks but I can understand why it happens.

[zukomonitor]

To be honest, I didnt even think of that till after the phone call and writing my post. I was pretty annoyed, more so because Ive been recomending Scan to my Mum for ages lol

I can accept that same time orders may cause this, but if the guy just said - sorry sir and explained that then I probably would of hit myself, said sorry and asked for the recommended alternative.....

It didnt go like that though lol it was nearly as infuriating to try and talk to a 'mumbler' as it was to be called a liar!

After calming down and then telling my mum about stock shortage, it was easy enough to get the recomended alternative on its way.

I think customer service need training in other areas. With all the automatic emails, all the staff seem to be able to tell you is what you allready know!!! (goes for all companys!)

Rant over and chalked up to experience

oh and cheers for the replys, felt all on my lonesome lol

[Cei]

This happens with Scan now and then unfortunately, there are other threads on here that have the same problem. Their stock system simply isn't as good as you'd expect. I've never had this problem on, say, Amazon, even when their site says "1 Left!" on a popular item. Equally, Scan probably don't get this problem very often if you look at a percentage of their sales. I would like them to implement a system that tells you if they have very low stock of something though, rather than simply in stock or not.

However, I agree, poor customer service to basically call you a liar.

[ChrisP]

zukomonitor

Apologies for any lack of customer care when your issue was dealt with by the Customer Service's department.. From looking at the screenshot of the order status when placed the stock level was showing as " 0 "..

However it is possible that the item could still have shown as in stock as there is a couple of minutes delay before the stock status is updated, in fact from looking at the stock sales I can see an order was processed literally minutes before your order.

I can assure you this is not common place and not our usual level of service, you will see other threads here as well but please remember that we can be shipping over 1000 parcel's per day with %99 success rate, on the other hand I appreciate a more detailed response should have been provided to you sooner,

If there is anything else I can help with please don't hesitate to contact me directly.

Best Regards

[zukomonitor]

Originally Posted by ChrisP

in fact from looking at the stock sales I can see an order was processed literally minutes before your order.

Hiya Chris,

This is what the customer service guy should of told me. Instead, because of computer delays or not refreshing the screen I get called a liar.

A 99% success rate is great, Customer service however should be 100% all the time. I would of considered it a success if I had been treated with respect.....

Im In two minds now, because when I phoned back to arrange a replacement at 16:55 it was sorted and done and the HDD was with me this morning at 10am

Thanks for looking into it

[ChrisP]

zukomonitor

I appreciate what you are saying and we acknowledge you should have been told this at the time. The %99 success rate was for parcel's shipped not for the level of customer service we give and you are correct this should be % 100.

Apologies again the usual high level of service was not provided.

Best Regards