Page 1 of SCAN (Nelly) DO NOT REPLY TO EMAILS

How many people have the same problem??
It would be an interesting survey.

I do, I have sent 3 emails over the past few months, regarding playback, noise and picture problems, none have been answered.

Now (thanks to these forums) I`ve found out my players firmware can`t be upgraded, I`m going to start phoning their customer support and asking for another (already on my 2nd) player.

I am happy to report a response from Nelly. He said he will replace my faulty unit with one from the 5th Jan batch.
Here`s hopin.


Tom.

Well it`s that day the 5th of Jan when the new batch of SC-2000`s are supposed to arrive. As I have had no response from Nelly regarding a Returns number for my dodgy SCAN I was wondering if anyone else knew if this shipment will actually make it?
BTW Nelly if you are looking at this forum why are you doing that ahead of replying to my emails? It was no fun watching a sub standard picture over the holiday period.

Tom.

This item was edited on Friday, 5th January 2001, 09:32

I’m glad you have had some luck.

I am on my 3rd DVD player right now and I have found when you can actually get through to nelley or customer services they are usually very helpful.

Unfortunately it’s making the initial contact that’s hard. Recently my 2nd player was swapped for the new Scan SC-2000.
The deliveryman turned up 5 days earlier than we arranged on the phone so the old player was not packed up and ready to go.
This however did not deter the deliveryman. He simply took apart the old player. My mum suggested that there might still be a disc in the machine so he plugged it back into the wall and whilst tilting it 45+ degrees back, opened the tray.

My David Blaine – Mystify DVD was in the player and it promptly fell out of the tray back into the insides of the player. The deliveryman didn’t realise this though and didn’t even question things when the tray wouldn’t shut again.

My old player complete with DVD is still out there somewhere. I wasted no time in contacting scan via email which they promptly ignored. Frustrated I contacted them again four days later but this time made them sign a Outlook 2000 email receipt to confirm they were actually reading them.

I got the receipts back the next day (Wednesday this week) saying both technical support and nelley had read the email. However neither of them have even acknowledged the email!
A simple `OK we have read the email and will attempt to retrieve the disc would have been fine`.

Instead though they decided to IGNORE a paying customer with a complaint and a problem. I think this is unacceptable as they cannot pretend they don’t know about the problem. It wont just go away if they stay quiet, and the longer they delay the lower my chances are of getting the DVD back.

If I don’t get the DVD back soon or at least a response I would like to be reimbursed £14.99 for the disc since it was Scan`s fault that the disc is no longer with me.

PLEASE nelley and co do not ignore your customers. It does your image no good and makes us all think twice before ordering from you again. People who have never ordered from scan will read messages like this and realise what they might have to deal with and could very well order from the competition instead.

Chris Cunningham