bit-tech.net

Naberius · 14th Jul 2010, 18:00

Decided to order some parts last night, only to find that one of the parts I ordered which was in stock is magically now not in stock and won't be for a week. Made even worse by the fact that the email to tell me this was sent so late that there is nothing I can do about it until tomorrow.

Most of the times I have used scan something like this has happened (across several years of business), I would have thought they would have got it sorted by now. Its also going to be a pain with delivery as I have no week days off for a few weeks now.

Have to say i'm very disappointed.

andrew8200m · 14th Jul 2010, 18:05

Your not the only one... ive had similar before and it annoyed the hell out of me. Recently I asked to RMA a GPU and was told it would take 28 days. Its being RMAd in the UK.. I could strap it to the back of a turtle and it would get done faster. Not impressed at all!

Andy

Naberius · 14th Jul 2010, 18:12

It just seems like every time I place an order with scan something goes wrong somewhere along the line. I can only remember perhaps 2-3 orders where everything has gone smoothly, not good considering I would say I have placed probably about 20 over different accounts.

They are very quick at taking the money out of your account though, that happened before I even had a confirmation e-mail.

PaulM@Scan · 15th Jul 2010, 08:26

Quote:

Originally Posted by Naberius

They are very quick at taking the money out of your account though, that happened before I even had a confirmation e-mail.

98%+ of orders leave Scan on time daily on a next day service money is requested from your bank upon ordering but actually only authorises in our account 3 days later. We have to take the money due to the high percentage of on time orders.

i apologise you may have ordered something that has become out of stock this could be due to muliple orders or could of even been purchased in the shop at the same time of your order.

Please feel free to fill out a webform or if you have already recieved confimation of stock availabilty you should be able to contact us through this with an alternative or to remove the item in question.

Best Regards

Aragon Speed · 24th Jul 2010, 07:39

I have not had this problem myself and tbh from my point of view it is a minor one (I only buy goods for personal use, so a delay is not a big deal to me as I haven't got an angry customer waiting in the wings for me to fit parts to their PC), but going on your response Paul, would it not be better to have stock specifically for internet orders rather than shared stock with a store?

Net customers may not have got in their car and driven to the shop, but they are still paying hard cash for goods, so should they not have equal status in your priorities and not have to play second fiddle just because someone bought something in a shop?

I am not trying to start an argument and I doubt there is anything you personally could do about this situation, but I just can't see the logic behind giving one set of customers preferential treatment over others.

G0UDG · 24th Jul 2010, 09:45

I have to say I cannot fault the service from Scan I recently purchased the titan fenrir special edition cpu cooler from them and the money was not taken from the account untill 3 days later,I also got an e mail from scan asking if the product arrived in good time and condition and was I happy with the service I was getting from scan HELL YEAH Im happy awsum customer service scan well done. Right now wheres that check you sent me Paul for defending scan lol

bigsharn · 24th Jul 2010, 15:58

A lot of people just seem unlucky as far as service goes, RMAing a GPU takes 3-5 working days to get to Scan, 3-5 working days to go to the GPU manufacturers (there's over a week gone), god knows how long to go through the actual RMA process with the manufacturers then 6-11 working days to come back to you (again, another week and a bit gone)

28 days isn't THAT long, especially if it's a high-end GPU and they have to order it in.

As far as the stock thing goes, maybe the server only updates once an hour (I don't know Scan's internal systems) or once a day, and it was in stock for the update before you ordered and someone bought one before the next update (and before yourself)?

Ph4ZeD · 24th Jul 2010, 16:47

Quote:

Originally Posted by Aragon Speed

I have not had this problem myself and tbh from my point of view it is a minor one (I only buy goods for personal use, so a delay is not a big deal to me as I haven't got an angry customer waiting in the wings for me to fit parts to their PC), but going on your response Paul, would it not be better to have stock specifically for internet orders rather than shared stock with a store?

Net customers may not have got in their car and driven to the shop, but they are still paying hard cash for goods, so should they not have equal status in your priorities and not have to play second fiddle just because someone bought something in a shop?

I am not trying to start an argument and I doubt there is anything you personally could do about this situation, but I just can't see the logic behind giving one set of customers preferential treatment over others.

Where does it say they give preferential treatment to anyone? Thats not what Paul said at all?

bigsharn · 25th Jul 2010, 07:04

It doesn't, I think Aragon misunderstood what Paul was saying...

Aragon, it goes in order of who handed the money over first... If Mr. bricks and mortar handed the money over before mr. clicks and mortar, he gets priority because he paid for the item first, I'm sure the same topic would have been made if it was the other way around ("I drove to Scan after they told me a component was in stock and then it wasn't")

Aragon Speed · 25th Jul 2010, 08:43

Yes I understand that, what I was saying is that if there was separate stock for internet customers, then it would not matter if someone bought something from a store or not as the stock levels would be updated specifically from the internet stock levels.

I didn't mean to imply that Scan where deliberately giving one set of customers more attention than another set, but with the current system that is what happens. If you buy something that says it is in stock over the net, you expect it to be in stock, not swiped from under your nose by someone who taken that stock from a store. So by default the person in the store has a higher priority than the person who has bought the same item on the net.

This is not some nefarious plan by Scan to make the net customers secondary to the customer in the store, but it is the net customer that has to wait for new stock and not the person in the store, so it is the net customer that is secondary to the in store customer just because the web store and the physical stores share the same stock pool.

Teelzebub · 25th Jul 2010, 10:14

I have to agree with Aragon, While Scan doesn't set out to treat the online customer differently it does work out that way.

I've had this happen to me a few time's and its really annoying and its alway's to late to do anything about it, Which make's me think that they dont make up the online order's untill the end of business each day.
That way a item could be out of stock by the time they make up your online order.

bigsharn · 25th Jul 2010, 18:03

Quote:

Originally Posted by Aragon Speed

I didn't mean to imply that Scan where deliberately giving one set of customers more attention than another set, but with the current system that is what happens. If you buy something that says it is in stock over the net, you expect it to be in stock, not swiped from under your nose by someone who taken that stock from a store. So by default the person in the store has a higher priority than the person who has bought the same item on the net.

So you're telling me that you want Scan to have more stock than they predict they will sell for the pure and simple reason that people get annoyed because the product is out of stock, exactly the same as if two people walked into the shop and the second person never got the same item, hence having to wait until it's in stock? That's what it sounds like...

Phalanx · 25th Jul 2010, 21:05

Quote:

Originally Posted by Bumsrush

...Which make's me think that they dont make up the online order's untill the end of business each day.
That way a item could be out of stock by the time they make up your online order.

So how does that work when I get e-mails in the morning after ordering less than an hour earlier saying my parts have been picked and packed and the courier assigned?

Teelzebub · 25th Jul 2010, 22:57

Quote:

Originally Posted by Ph4lanx

So how does that work when I get e-mails in the morning after ordering less than an hour earlier saying my parts have been picked and packed and the courier assigned?

Yes I have also had these email's?? And yet I have been told on the phone that they had one of a item in stock and three days later told it had been lost / stolen or they just didn't have it?.

Who knows the point is its the luck of the draw when stocks are low its liable to happen.

bigsharn · 26th Jul 2010, 07:39

If Scan want a new employee I can be the official database update person

Give me enough to rent a flat and pay for food/bills and I'm there

(Yes, this is how desperate for a job I am)

PureSilver · 26th Jul 2010, 16:35

I think the allegation is that Scan have the item in stock, it's ordered by someone online, and then later in the same day someone turns up in the store, and the item is sold to them, because they're on the premises right now and won't buy it at all if it's out of stock, whereas the online order can be told 'it's not in stock but we'll have it to you ASAP' and is unlikely to go to the effort of cancelling etc. Effectively, if Scan gives the store customer priority, it makes two sales, whereas if it sets aside the product in chronological order of orders, it only makes one.

I'm not saying that's how it works, but I think that's what the above complaints were trying to say. For the record, my deals with Scan have been pretty nearly flawless, as compared to Overclockers, who told me an item was in stock but then took two months to deliver it...

13eightyfour · 26th Jul 2010, 19:45

Quote:

Originally Posted by PureSilver

I think the allegation is that Scan have the item in stock, it's ordered by someone online, and then later in the same day someone turns up in the store, and the item is sold to them, because they're on the premises right now and won't buy it at all if it's out of stock, whereas the online order can be told 'it's not in stock but we'll have it to you ASAP' and is unlikely to go to the effort of cancelling etc. Effectively, if Scan gives the store customer priority, it makes two sales, whereas if it sets aside the product in chronological order of orders, it only makes one.

Thats the only way i can see this happening tbh. Ive dealt with retail/etail systems in the past and they were virtually impossible to over sell stock with, They docked stock the moment a card was accepted through the site or payment had been made in store.
Not once did anything get sold twice, and the only way i can see it happening is if both transactions went through at exactly the same time, which isnt highly likely.

glendronach · 26th Jul 2010, 20:15

A bit unfair to Scan. They carry seriously big stocks not like some etailers who are "virtual" and include distributors stock as part of their own.
It rarely happens that an in stock item becomes unavailable but mistakes do happen.
Could I add that Microdirect list online stocks separately from their shop stock. I don't know if it is a "ploy" to prevent the sort of criticism show here but if it is a genuine situation perhaps Scan could investigate if there is stock management software that allows two systems to run in parallel.

samuelmorris · 26th Jul 2010, 23:19

This is why Scan need to implement actual stock levels. Most other sites do it, it's not difficult. If you see plenty of the item in stock, no worries, but if there's only one, you try and contact them to make sure it's definitely going to you. Of course, the other option is that you see there's only 1 in stock and don't risk it, buy from somewhere else. This is presumably the reason why Scan don't use it, paranoid about losing business (even though they are one of very few retailers that don't use the system)
Despite this, Scan have a better reputation for this than other retailers, in particular OcUK, who were renowned for it, and I have had problems with about this in the past.
Return service for me has been exemplary for Scan, far superior to the mediocre experience I had with CCL, who were very dedicated trying to find me a replacement product, but immediately stopped being helpful when I asked for a refund.
Sadly, there is no perfect retailer for the UK, they all have their flaws. There are particularly bad retailers, such as Micro Direct: "we don't actually process returns for £30 orders, just use small claims court", and there are OK retailers with a few flaws.
I'd list a detailed account of the reasons why I like/dislike various stores [though I wouldn't generate a hierachical list as that's not really possible] but I'm unsure if it's acceptable by forum regulations here. Suffice to say, a few decent retailers are let down by their choice of courier, Scan are certainly one of them. CCL also somewhat, as they use an excellent courier for delivery [DPD], but bad courier for returns [Citylink]

Skeng · 28th Jul 2010, 07:12

Biggest problem I had with scan was when the 4870x2 was all the rage. My E8400 Struggled to run the card mainly down to my motherboard being pretty slow also textures would tear in all games apart from css. Personally I believe there was more to the card being slightly buggy than just my hardware's speed. So I went to scan to RMA the card I said try it on the Crysis Benchmark they then said the only benchmark they had installed was the FC2 one. He then benched the card at max settings and got a measly 40FPS I said that this card should be hitting the hundreds but he was convinced that the card was fine and that it was my hardware and sent me packing.

This was a pain in the ass when I benched it at home and got a slightly better frame-rate than he did so I brought it back yet again. Luckily they took it back and that's when I got my GTX 280. :P

Scans a bit of a pain but not as bad as places like Over-clockers.

14th Jul 2010, 18:00	#1
Naberius Multimodder Join Date: Nov 2006 Location: UK Posts: 209	Fed up with scan Decided to order some parts last night, only to find that one of the parts I ordered which was in stock is magically now not in stock and won't be for a week. Made even worse by the fact that the email to tell me this was sent so late that there is nothing I can do about it until tomorrow. Most of the times I have used scan something like this has happened (across several years of business), I would have thought they would have got it sorted by now. Its also going to be a pain with delivery as I have no week days off for a few weeks now. Have to say i'm very disappointed.

24th Jul 2010, 07:39	#5
Aragon Speed Busily modding X3: Terran Conflict Join Date: Jan 2009 Location: England Posts: 168	I have not had this problem myself and tbh from my point of view it is a minor one (I only buy goods for personal use, so a delay is not a big deal to me as I haven't got an angry customer waiting in the wings for me to fit parts to their PC), but going on your response Paul, would it not be better to have stock specifically for internet orders rather than shared stock with a store? Net customers may not have got in their car and driven to the shop, but they are still paying hard cash for goods, so should they not have equal status in your priorities and not have to play second fiddle just because someone bought something in a shop? I am not trying to start an argument and I doubt there is anything you personally could do about this situation, but I just can't see the logic behind giving one set of customers preferential treatment over others. __________________ "Sings we a dances of wolfs. Who smells fear and slays the coward. Sings we a dances of mans. Who smells gold and slays his brother." - Pagan saying. X-Tended Mod Website

24th Jul 2010, 09:45	#6
G0UDG helping others costs nothing Join Date: Mar 2010 Location: Kidsgrove,Stoke On Trent Posts: 782	I have to say I cannot fault the service from Scan I recently purchased the titan fenrir special edition cpu cooler from them and the money was not taken from the account untill 3 days later,I also got an e mail from scan asking if the product arrived in good time and condition and was I happy with the service I was getting from scan HELL YEAH Im happy awsum customer service scan well done. Right now wheres that check you sent me Paul for defending scan lol __________________ Hard to explain to someone who has no clue. Or doesn't believe you. It's a daily struggle being in pain or feeling sick on the inside while you look fine on the outside. Please put this as your signature for at least 1 hour if you or someone you know has an invisible illness (Pancreatitis, Crohn's, PTSD, Anxiety, Bipolar, Depression, Diabetes, LUPUS, Fibromyalgia, MS,Lupus, ME, Arthritis, Cancer, Heart Disease, Epilepsy, Autism,M.D. Evan Syndrome etc.) " Never judge what you don't understand.

24th Jul 2010, 15:58	#7
bigsharn Officially demotivated Join Date: May 2008 Location: bit-tech forums... usually Posts: 2,603	A lot of people just seem unlucky as far as service goes, RMAing a GPU takes 3-5 working days to get to Scan, 3-5 working days to go to the GPU manufacturers (there's over a week gone), god knows how long to go through the actual RMA process with the manufacturers then 6-11 working days to come back to you (again, another week and a bit gone) 28 days isn't THAT long, especially if it's a high-end GPU and they have to order it in. As far as the stock thing goes, maybe the server only updates once an hour (I don't know Scan's internal systems) or once a day, and it was in stock for the update before you ordered and someone bought one before the next update (and before yourself)? __________________ {Rolling on a 1990s Dawes Galaxy} {Nikon D80, 18-55 f/3.5-5.6G and 50mm f/1.8}{Lomo Smena 8M}{Olympus OM10, 50mm f/1.8, 28mm f/2 and 135mm f/3.5}

25th Jul 2010, 07:04	#9
bigsharn Officially demotivated Join Date: May 2008 Location: bit-tech forums... usually Posts: 2,603	It doesn't, I think Aragon misunderstood what Paul was saying... Aragon, it goes in order of who handed the money over first... If Mr. bricks and mortar handed the money over before mr. clicks and mortar, he gets priority because he paid for the item first, I'm sure the same topic would have been made if it was the other way around ("I drove to Scan after they told me a component was in stock and then it wasn't") __________________ {Rolling on a 1990s Dawes Galaxy} {Nikon D80, 18-55 f/3.5-5.6G and 50mm f/1.8}{Lomo Smena 8M}{Olympus OM10, 50mm f/1.8, 28mm f/2 and 135mm f/3.5}

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14th Jul 2010, 18:05	#2
andrew8200m Not quite with it... Join Date: May 2009 Location: in a hole XD Posts: 1,545	Your not the only one... ive had similar before and it annoyed the hell out of me. Recently I asked to RMA a GPU and was told it would take 28 days. Its being RMAd in the UK.. I could strap it to the back of a turtle and it would get done faster. Not impressed at all! Andy

14th Jul 2010, 18:12	#3
Naberius Multimodder Join Date: Nov 2006 Location: UK Posts: 209	It just seems like every time I place an order with scan something goes wrong somewhere along the line. I can only remember perhaps 2-3 orders where everything has gone smoothly, not good considering I would say I have placed probably about 20 over different accounts. They are very quick at taking the money out of your account though, that happened before I even had a confirmation e-mail.

25th Jul 2010, 08:43	#10
Aragon Speed Busily modding X3: Terran Conflict Join Date: Jan 2009 Location: England Posts: 168	Yes I understand that, what I was saying is that if there was separate stock for internet customers, then it would not matter if someone bought something from a store or not as the stock levels would be updated specifically from the internet stock levels. I didn't mean to imply that Scan where deliberately giving one set of customers more attention than another set, but with the current system that is what happens. If you buy something that says it is in stock over the net, you expect it to be in stock, not swiped from under your nose by someone who taken that stock from a store. So by default the person in the store has a higher priority than the person who has bought the same item on the net. This is not some nefarious plan by Scan to make the net customers secondary to the customer in the store, but it is the net customer that has to wait for new stock and not the person in the store, so it is the net customer that is secondary to the in store customer just because the web store and the physical stores share the same stock pool. __________________ "Sings we a dances of wolfs. Who smells fear and slays the coward. Sings we a dances of mans. Who smells gold and slays his brother." - Pagan saying. X-Tended Mod Website

25th Jul 2010, 10:14	#11
Teelzebub Satan the one true God / Modarator Join Date: Nov 2009 Location: Culloden / Hell Posts: 10,179	I have to agree with Aragon, While Scan doesn't set out to treat the online customer differently it does work out that way. I've had this happen to me a few time's and its really annoying and its alway's to late to do anything about it, Which make's me think that they dont make up the online order's untill the end of business each day. That way a item could be out of stock by the time they make up your online order. __________________ Before buying from someone on the MP please read the rules and the Problematic sales on the Market Place http://forums.bit-tech.net/group.php?groupid=86 A large wooden box with screws, nails and a condom in it just to be on the safe side, All over clocked to the max I'm not boasting really I'm not

26th Jul 2010, 07:39	#15
bigsharn Officially demotivated Join Date: May 2008 Location: bit-tech forums... usually Posts: 2,603	If Scan want a new employee I can be the official database update person Give me enough to rent a flat and pay for food/bills and I'm there (Yes, this is how desperate for a job I am) __________________ {Rolling on a 1990s Dawes Galaxy} {Nikon D80, 18-55 f/3.5-5.6G and 50mm f/1.8}{Lomo Smena 8M}{Olympus OM10, 50mm f/1.8, 28mm f/2 and 135mm f/3.5}

26th Jul 2010, 16:35	#16
PureSilver E-tailer Tailor Join Date: Dec 2008 Location: London, UK Posts: 3,121	I think the allegation is that Scan have the item in stock, it's ordered by someone online, and then later in the same day someone turns up in the store, and the item is sold to them, because they're on the premises right now and won't buy it at all if it's out of stock, whereas the online order can be told 'it's not in stock but we'll have it to you ASAP' and is unlikely to go to the effort of cancelling etc. Effectively, if Scan gives the store customer priority, it makes two sales, whereas if it sets aside the product in chronological order of orders, it only makes one. I'm not saying that's how it works, but I think that's what the above complaints were trying to say. For the record, my deals with Scan have been pretty nearly flawless, as compared to Overclockers, who told me an item was in stock but then took two months to deliver it... __________________ Intel Core i7 920 @ 3Ghz, Noctua NH-U12P SE, Asus P6T Deluxe V1, Corsair 12GB (6x2GB) 1600Mhz C8 @ XMP, EVGA GTX-680, Corsair AX750, 2x Samsung SpinPoint F3 1TB, Lian-Li V1020R with 3x Noctua NF-P12 & 3x NF-P14FLX 2.4Ghz 13" unibody MacBook, 4GB RAM & 128GB Samsung SSD

26th Jul 2010, 20:15	#18
glendronach Supermodder Join Date: May 2009 Posts: 326	A bit unfair to Scan. They carry seriously big stocks not like some etailers who are "virtual" and include distributors stock as part of their own. It rarely happens that an in stock item becomes unavailable but mistakes do happen. Could I add that Microdirect list online stocks separately from their shop stock. I don't know if it is a "ploy" to prevent the sort of criticism show here but if it is a genuine situation perhaps Scan could investigate if there is stock management software that allows two systems to run in parallel.

26th Jul 2010, 23:19	#19
samuelmorris Minimodder Join Date: Jul 2009 Posts: 37	This is why Scan need to implement actual stock levels. Most other sites do it, it's not difficult. If you see plenty of the item in stock, no worries, but if there's only one, you try and contact them to make sure it's definitely going to you. Of course, the other option is that you see there's only 1 in stock and don't risk it, buy from somewhere else. This is presumably the reason why Scan don't use it, paranoid about losing business (even though they are one of very few retailers that don't use the system) Despite this, Scan have a better reputation for this than other retailers, in particular OcUK, who were renowned for it, and I have had problems with about this in the past. Return service for me has been exemplary for Scan, far superior to the mediocre experience I had with CCL, who were very dedicated trying to find me a replacement product, but immediately stopped being helpful when I asked for a refund. Sadly, there is no perfect retailer for the UK, they all have their flaws. There are particularly bad retailers, such as Micro Direct: "we don't actually process returns for £30 orders, just use small claims court", and there are OK retailers with a few flaws. I'd list a detailed account of the reasons why I like/dislike various stores [though I wouldn't generate a hierachical list as that's not really possible] but I'm unsure if it's acceptable by forum regulations here. Suffice to say, a few decent retailers are let down by their choice of courier, Scan are certainly one of them. CCL also somewhat, as they use an excellent courier for delivery [DPD], but bad courier for returns [Citylink]

28th Jul 2010, 07:12	#20
Skeng Water Cometh! Join Date: Jul 2010 Location: Lancashire Posts: 52	Biggest problem I had with scan was when the 4870x2 was all the rage. My E8400 Struggled to run the card mainly down to my motherboard being pretty slow also textures would tear in all games apart from css. Personally I believe there was more to the card being slightly buggy than just my hardware's speed. So I went to scan to RMA the card I said try it on the Crysis Benchmark they then said the only benchmark they had installed was the FC2 one. He then benched the card at max settings and got a measly 40FPS I said that this card should be hitting the hundreds but he was convinced that the card was fine and that it was my hardware and sent me packing. This was a pain in the ass when I benched it at home and got a slightly better frame-rate than he did so I brought it back yet again. Luckily they took it back and that's when I got my GTX 280. :P Scans a bit of a pain but not as bad as places like Over-clockers.