"Placed an order using there Q Connect service, went to collect and it came to light that the item wasn't 'In Stock', this culminated in a manager type fellow insinuating I was lying and that the item wasn't 'In Stock' when I ordered it. In light of his arrogance and attitude I decided to cancel the order.
Customer service - 0"
"SCAM COMPUTERS
These positive reviews must be payed off.
Bought the components for a self-build. Asked for advice from them and after stating the obvious(like try with one stick, only the CPU etc) emailed me to return the apparently dead motherboard, RAM and CPU at my expense and charge a 25% restock charge, and generally setting as many barriers to fulfilling their consumer obligations as they can. When I complained about this on Hexus forums they locked me out of the thread and threatened a ban. Absolutely awful experience that I will never put my self within a mile of again."
"I bought a Corsair 4GB Flash Drive I already own another I bought from
Scan International Bolton. The drive will not mount under Linux Ubuntu. Trying to get an RMA for it the RMA supervisor Mark told me that they are not guaranteed to work in Linux and that because of this I could not return it to them. Scan was once a good company to deal with but as they have grown their customer relations have become extremely poor. My advice is not to deal with a company which has poor customer service in the event of a problem you will be disapointed.
"
"5 different items were placed in a single order. All were confirmed "in-stock" and that delivery would be made Friday 5th Jan 07. On Friday afternoon I called them to see why the delivery had not happened. I was informed one item was out of stock and another was no longer available. Lucky I called! I cancelled both items and was told if I paid an extra delivery charge the remaining 3 items would definitely be delivered the next day by special weekend courier. Saturday came and no delivery again. Tried to call, no response. Emailed, no response. Online tracking tool showed items still had not been picked or dispatched by Scan, so no fault of the courier service. Phoned again Monday 8th Jan. Was refunded the extra special delivery charge I paid and told items would definitely leave that day for arrival Tuesday 9th Jan. Will see if they show up today! My experience is that Scan is very poor at stock management (no proactive awareness of out of stock or unavailable items), poor at communication of delays, and does not/can not honour its delivery commitments, repeatedly. Very poor service overall."
"I recently purchased a core duo system from Scan, and am absolutely delighted at the quality of the design, performance of the system and more importantly superb customer service.
I was informed in a timely fashion of the various steps my order went through so as to avoid any kind of surprise along the way.
One part was missing, a 300 Gb hard drive. Scan's solution was to change the system's config and stick a 400 Gb HDD in at no additional cost to me.
I am a customer service professional myself and cannot fault Scan for anything they've done. Keep up the good work guys :-)"
"Good site layout, good choice of products. Initially annoyed due to a late delivery (one part being out of stock, unlikely to be ordered back in). Excellent customer service, problem was sorted promptly. 1 Happy customer."
"The web site is easy to used, but needs the technical details completed for the products, and the search engine need works.
The biggest problem is very poor order fulfilment on mutliple items, if your order 5 or 6 items and one of them happens to be out of stock, by the time this item is back in stock another item is out of stock, you can end up waiting months for the order to complete, and of course Scan have taken you money as soon as the order is placed. Very very bad order and stock process management. Effectively they are using you money to run there company."
"Have used Scan several times over the last 2 years and everytime my order has been delivered promptly.
Prices are good and email queries answered very quickly."
"Post-sales support were excellent, too.
Ordered a motherboard, RAM, CPU, two HDDs, PSU, plus cabling. Found that the HDDs wouldn't behave properly with the motherboard. Upon phoning in, was offered helpful advice, plus the choice of a full or partial refund, or returning the goods for testing.
The advice given was enough to solve my problem, but the (unprompted) offer of a refund impressed me."
"Comment on Scan Computers UK
I have scored the various aspects of the ordering, support and returns process on a scale of 1 to 10.
1. Pre-sales Queries Score : 10
Pre-sales queries are dealt with promptly and accurately by knowledgeable and very helpful personnel. Very good experience.
2. Website Score : 7
Layout and general presentation is very good. However, the search engine often does not find items no matter what search criteria you enter. I have already purchased items from another supplier because the search engine did not find the item, only to find later that Scan does stock the item. Very frustrating!
3. Product Information Score : 6
Too many "blank" spaces. The website provides plenty of opportunity for Scan to provide information but these areas are either blank or the information is not informative. I find that I always have to refer to the manufacturers website for technical details and to other sites for reviews. It would be helpful if Scan provided a link to the manufacturers website and to product reviews.
4. Online ordering Score : 9
As an experienced computer user I found the process reasonably simple. Security is better than most. I like the fact that the process is re-routed to my bank for final approval. This adds an additional level of security which makes it very difficult to phlish.
5. Delivery Score : 10+
Best product delivery in the UK. The 4 progress emails are an excellent idea. Keeps the customer informed. City Link are outstanding. On-time delivery; careful handling of packages; pleasant couriers; online order tracking. A very, very good service. Scan prepare packages well, good solid packages with plenty of bubble-wrap means goods arrive in excellent condition.
6. Products Score : 8
All products that I have purchased from Scan have been good quality, but I always do extensive research on a product before purchase. However, some of the products that Scan stock have received very bad reviews which indicates that Scan may not always fully research products before bringing into stock.
7. Catalogue Price Score : 7 Value for Money Score : 9
Prices tend to be slightly higher than he competition. Delivery at £7 is very high. However, the entire shopping experience is much better than the competition and is well worth the higher price.
8. After Sales Service & Support Score : 10
Very good. Questions are dealt with promptly by knowledgeable and helpful personnel. One of my orders was supplied with an incorrect component. This was rectified immediately I notified Scan - no questions, no arguments - the replacement part was mailed out the same day. Outstanding service.
Summary
Scan Computers are in my view by far the best online supplier of computer products in the UK. There simply isn't another company that provides such a complete and satisfactory service. Highly recommended."
"WOW !! I am so impressed with the effeciency, informative and fast delivery of my notepad cooler. I ordered on-line, I had an email each time my order completed individual process and a text message advising me of the despatch details. My cooler was even despatched the day before I had been originally advised. I have nothing but praise for the way that my order was handled. I will definately recommend this company. "
"first time ive ordered from scan, must say that the person i spoke to, (chris p) made me feel at ease and made sure i got my delivery the next day as i needed my components urgently. much appreciated, and thanks very much. will definately order from scan again"
"An Excellent store to buy from. Built my existing computer with components from Scan and am about to use them to upgrade again. Will stick with Scan for years to come, Excellent service and Technical Support. Very Highly Recommended..."
"Great range of motherbaords & processors, great prices on hard disks, and easy to adjust your order if something goes out of stock (you get notified straight away too, in email & text)."
"I feel moved to write in because it's not often we encounter exceptional service these days. My new computer is not only brilliant, but was delivered in perfect condition, was well-packed and on time. Scan kept me informed of the status of my order right through the process and then - get this! - checked everything was OK after I'd received it. How often does that happen? Scan had also checked everything on the PC and left details of the results of all these tests on my desktop, so I could see for myself that everything had been done. I'm *really* impressed with Scan and will definitely use them again. If you're in any doubt as to who you should buy your IT kit from, use Scan. Do it now!
Emma Clarke, MD of Emma Clarke Ltd"