Absolute Disgrace

[Mr X]

Well here's my story : On December 21 2006 I placed an order for a Isys Max 7600 and a monitor, to pay for this I decided I would take up the Novatech finance option as it seemed reasonable (and it is). Now being a reasonable man like myself I knew that being the Christmas period and the finance company having to verify my details my order would be somewhat delayed and I was prepared to accept this. However, what I'm not willing to accept is here we are 20 days later and all I have is a monitor with not the slightest clue when my PC is due to arrive. And to make matter worse I stumble upon these fourms and to my shock and disgust I find that someone who ordered exact same PC on the 1 of January had there's dispatched on the the 8th while all I have is a monitor. To me that is unacceptable from a company like Novatech who I heard good things from. Well I'm afraid this has left a bad taste in my mouth and will think twice before I purchase anything from Novatech again.

[Nox]

Yep, thats pretty bad - I'd be on the phone to customer services asap if I were you, outlining all this. David T comes on here and sorts out any issues like this he sees very rapidly, but he isn't on here every day :( Its a shame private messanging is disabled else I would suggest contacting him that way :(

Nox

[David T]

Mr X, I do apologise for the problems you have experienced with your order, it seems quite unusual. May I have your order number so that I can check on this.

Also, have you called customer services at all regarding this issue?

Finance orders, by default, are not supposed to be part shipped so I would like to know how you managed to have one part, the monitor, despatched to you. The finance company demand we ship all together as per their agreement with us.

Please post your details as quickly as possible so that I can resolve this for you.

[Mr X]

Hi there David, well I never knew anything about finance orders not being partshipped but I have the relevant documentation to prove this is indeed the case in this instance. So I can assure you I'm in no way telling lies. With regards to phoning customer services I didn't but I did use the Live Messenger ( which I was impressed by) and the rep on the other end told me that my system was still in production and could possibly be ready by the end of the week with a possibly delivery on Saturday. Now I was prepared to accept this until I read on here a chap has purchased exact same product, in the exact same way with the only difference his has been dispatched on Monday while I have been told mine might not even be ready for next week. Anyway the order number is 3934632 I hope there can be a speedy resolution to this unfortunate situation.

[David T]

Thank you Sir,

I have looked into this and I can now confirm your PC will be with you tomorrow.

It would appear that there was a stock discrepency on your PC, ie our system believed the item was there but when the order was processed for despatch it was discovered the item was not actually on the shelf.
From your order notes one of my staff has logged that they have emailed you about the error, although it may be that you have not recieved that email. The warehouse do automaticly send the rest of an order if there is a stock level issue which is how you have managed to recieve the TFT before the PC.

If you need any further assistance or have any other quieries at all please let me know :)

[Mr X]

Ok that's great. Any idea of what time it will be delivered. Now I do apologise for the nature of the thread (and it's over the top title) but I think you can understand my grievances. I mean it was quite a long wait and couple that with the fact people ordered after me and received product before me, I think I'm entitled to feel a tad peeved. Anyway it's water under the bridge now and I will just be glad to have the PC up and running this time tomorrow - all going well. Thank you David for your response.

[Nox]

See, I said he was good :D

Nox

[teknokid]

alright no need to boast! but i have to say that was rather good .

[David T]

There are so many orders going through all the time I do find sometimes that a delay is sometimes inevitable. We all know stock levels and such can make the best laid plans go to pot but it's how its dealt with that is the key. I do my best to make sure everything goes on time which is why I'm not always on here!

Staff do point it out if they think there is something that needs my attention though which is very helpful, and I couldn't do what I do without the help of the whole team 8)