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Old 23rd Oct 2015, 14:55   #1
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half my order missing, update promised but heard nothing

so my order arrived this morning, or at least half of it arrived this morning...

i called up DPD and they said they only received one box from you ( despite the two parcels your email told me you had dispatched ) so after 20 mins on the phone to them, i called up your customer support number, and after waiting on hold for a ( long ) while i was put through to a fella who said he would look into it and call me straight back... that was well over 3 hours ago and im wondering where my friends case is... as i have all the gubbinz to build his new rig, but not the case to build it in

the whole purpose of ordering from you ( as opposed to amazon ) was the next day delivery

my invoice number is E2610170
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Old 24th Oct 2015, 01:25   #2
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Well it seems that Scan have been trying to find it all day, but to no avail thus far,

fortunately they have been nice enough to send a replacement out while they try to figure out where the Case went they still maintain that they dont have it, and DPD also maintain that they never picked it up.

so the only explanation is...
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Old 25th Oct 2015, 08:18   #3
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well the Email from the lady i spoke to she claimed they had sent out a replacement for delivery on Saturday... no dispatch notes or tracking information provided.

i purposely cancelled my plans for the Saturday morning in case DPD was to drop round my case...They did not

i eventually left the house in my Mothers capable care and went out to visit the friend ( the one who i promised his computer would be ready Friday Evening ) to discuss the total ball's up made somewhere hoping i would return to my house, to Start building the computer. Unfortunately the case was not delivered on Saturday, i Seriously do not think that DPD will deliver it today as it is a Sunday, so im likely going to have to ask someone to house sit on Monday while i am at a CPN meeting ( since i have no shipping / Tracking details to know when it could arrive, and Sods law states that i leave this house, that is the moment DPD will arrive ) have to cancel my plans Monday evening so i can try to get this computer built, tested and installed before work in the Evening, and deliver it Tuesday before he heads off on holiday

oh joy....
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Old 25th Oct 2015, 08:55   #4
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Oh deary me. Scan aren't doing so well.

It's really unfortunate!
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Old 26th Oct 2015, 15:58   #5
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And it isnt here today either....

in fact a 'next day' delivery will take almost a full week to acually get delivered

as ( once again ) there was ( another ) mistake and the order didnt get shipped out on Friday ( despite emails to the country telling me that it was )

so i have tentatively pencilled in a delivery on Tuesday morning ( after another email from scan ) ...something was supposed to happen Tuesday... OH YEAH, my friend goes on holiday for 2 weeks. oh well Scan, if you mess this one up aswell, all the preassure will be off as the deadline for the new build will have passed.

unfortunatly this means im now going to have to cancel MORE plans i had for tuesday and cross my fingers for a REALLY early delivery. if i am to have any hope of getting this computer built and sent to him by the time he leaves, which will allow him to take his laptop with him as other members of the Household need to use the internet while he is away
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Old 26th Oct 2015, 23:16   #6
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there should be some compensation for this massive balls up.
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Old 27th Oct 2015, 12:02   #7
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Aye it would be nice...

but i do sympathise with Scan as unless the 1st case is found its likely they are going to be the ones out of pocket...

the case should be here sometime in the next hour, giving me just under 3 to get the machine built, install windows and updates and such...

good job i have decent fibre internet aye ?
even still, its a deadline i dont think i will be making

right DPD dropped it off earlier, i decided to install windows while waiting for the case to save time

Just scraped the deadline, but my faith in scan has been somewhat shaken...

id still love to know whatever happened to the first case...
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Last edited by lilgoth89; 27th Oct 2015 at 17:56.
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Old 2nd Nov 2015, 16:13   #8
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I see that in 9 days no-one at Scan has bothered to reply to this thread.
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Old 2nd Nov 2015, 17:43   #9
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I see that in 9 days no-one at Scan has bothered to reply to this thread.
They are all busy walking around looking for a lost computer case
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Old 2nd Nov 2015, 17:43   #10
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Double post.
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Old 3rd Nov 2015, 10:17   #11
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I've nudged Olivia and the CS team to pass on any new info they may have - will update as soon as I have something to share.
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Old 3rd Nov 2015, 11:56   #12
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A case was ordered on 22nd for delivery 23rd the case went missing and the replacement was shipped on 26th Oct. We needed a few days to try to located the case & when we couldn’t locate it ; we replaced it. This usually take 3-5 days to resolve these issues but Olivia created the replacement invoice on 23/10/2015 but due to time restraints, she wasn't able to ship the order until the Monday, for delivery on Tuesday 27th.

Yes, a mistake was made shipping this and we're very sorry about this. We didn't want to delay this at all, given what had already happened. I can offer free carriage on your next order as a gesture of good will but we do not offer any sort of compensation. Drop me a mail if you need a hand with anything now or in the future.


All the best


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Old 3rd Nov 2015, 12:03   #13
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Originally Posted by LeeP@SCAN View Post
A case was ordered on 22nd for delivery 23rd the case went missing and the replacement was shipped on 26th Oct. We needed a few days to try to located the case & when we couldn’t locate it ; we replaced it. This usually take 3-5 days to resolve these issues but Olivia created the replacement invoice on 23/10/2015 but due to time restraints, she wasn't able to ship the order until the Monday, for delivery on Tuesday 27th.

Yes, a mistake was made shipping this and we're very sorry about this. We didn't want to delay this at all, given what had already happened. I can offer free carriage on your next order as a gesture of good will but we do not offer any sort of compensation. Drop me a mail if you need a hand with anything now or in the future.


All the best


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Posts on BT site that will offer free carriage on next order.
BT forum members already get free carriage....

I think some other recompense is needed.
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Old 3rd Nov 2015, 13:52   #14
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Respectfully, we will not be offering compensation on this order. We acted with the best intentions, recovered the order in a reasonable time, issued a replacement and despite being a day late with the delivery, we turned this around very swiftly. Issue raised 23rd - replacement item delivered on 27th. Four days.

We have mailed a personal apology on the 26th October from Olivia and we have apologised also on the forum. We can't guarantee that nothing will go wrong with an order, especially when it is out of our hands with the courier, but we did what we could to resolve this as soon as we were aware of the issues. I agree that missing the dispatch on the Friday was crucial and key to how serious the complaint is. Olivia personally apologised for this as I've mentioned and she again, sends her apologies for any inconvenience caused.
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Old 5th Nov 2015, 12:50   #15
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wow, not noticed the Reply ( Derp )

the case did arrive and everything is now grand

the only thing left is to find out whatever did happen to the first case i ordered ?
Was it ever located in the end ?
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Old 5th Nov 2015, 18:36   #16
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So it's Case closed then ? (pun is intended)
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Old 6th Nov 2015, 10:30   #17
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So it's Case closed then ? (pun is intended)
I'd say so, we didn't get any result from DPD. "Inconclusive - will report back if found" .... I suspect it's gone in their black hole, or someone has a lovely free case on us right now!
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Old 8th Nov 2015, 05:18   #18
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Hey, at least you're using DPD nowadays and not sh1tty1link !
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Old 8th Nov 2015, 07:31   #19
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This is why I usually buy from Scan over the counter, or order for delivery to my work address.

My theory is that couriers will take more care when delivering to businesses as they want the repeat custom, and word of errors will spread like wildfire.
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