SCL Online/ Edu-Tec

[plexer]

Not sure whats happened since these 2 companies merged but after my dealings with them today it will be my last.

 

We faxed an order to them a couple of weeks ago and as I've just been off for a week and still no delivery I thought I'd ring to find out what's going on.

 

I ask to speak to my account manager only to be told he'd left the company.

 

I then enquired with the person about the order to be told they hadn't received it, fair enough thinks I and refaxes it to the normal phone number she gives me.

 

Later on I rang again to enquire and make sure they had received the fax this time, yes they had.

 

I then asked who my account manager was and who I should be contacting when needing quotes only to be told that it now doesn't work the way it used to and I can always ring her to detail what I wanted so that she could then pass it on to the relevant person.

 

Great, then the phone line went quiet and eventually dead when I asked for an email contact.

 

Ben

[Abaddon]

Sadly, I have to agree.. the service currently isn't anywhere as good as it used to be. I'm pressing on, hoping that it will improve though!

[EduTech]

I dunno, shaming my username alias! how dare they lol

 

[witch]

Peter W does/did his best but when it amalgamated and my lovely Mark left - it all went wrong - very wrong

[chrbb]

Are the original SCL online warranties still vaild?

[dgsmith]

Are the original SCL online warranties still vaild?

 

That is what is concerning me too from reading this. If customer service requesting a quote/order is poor, will that impact on getting something fixed under warranty too..

[Edu-IT]

I had a couple of calls from a lady when they first merged and getting repair under warranty was painless.

[Heebeejeebee]

Hmmm

 

We've used them for a few years now but I'm getting the feeling I should be looking for a new supplier for my next lot (which will be soon).

 

HBJB

[plexer]

I've been trying to contact Peter for a while now and even PM on here got no response so I don't know what to say really.

 

Ben

[Edu-IT]

Has anyone tried emailing?

[plexer]

yes that didn't get a response since my phonecall today with someone not very helpful I wonder whats going on

[dgsmith]

I had a couple of calls from a lady when they first merged and getting repair under warranty was painless.

 

They were still fairly active around here when the merger happened - I didn't even know Mark had left tbh! Although it got dealt with then, it doesn't ease my concerns that should a problem happen now (6 months after the merge) that it would be dealt with in the swift manner your issue was dealt with. This is judging by plexer's experience, which is a little worrying!

 

Peter visited here just a few days ago, so I hope he would see this soon..

[featured_spectre]

trying to get a quote from anyone other than Peter W or Mark was no problem when it was SCL Online, now its merged getting a quote is a pain in the arse. Wont be going to them when I need a quote, will stick with my 3 main people (2 from here!)

[dgsmith]

Sorry to drag this up somewhat, but was there any update on this? Did the company respond to you plexer (or anyone else), or should we be concerned?

[plexer]

Hi sorry,

 

Yes I've since been back in touch with Peter W and my issues have been sorted.

 

I still think how they are going about contact and getting quotes etc... is a pain but there we go.

 

Ben

[ICT_GUY]

I have had very good warranty repairs & spares that I have needed more often than I should have done. But then again and £200 per box I expect some failures, most notably very fragile power supplies (5% failure rate after 1 year). Peter has been excellent and has always provided the highest level of support. So I cannot grumble.

[oxide54]

I have had very good warranty repairs & spares that I have needed more often than I should have done. But then again and £200 per box I expect some failures, most notably very fragile power supplies (5% failure rate after 1 year). Peter has been excellent and has always provided the highest level of support. So I cannot grumble.

 

PSU's are unbelievable removed 5 yesterday that turned themselves off after being on for less than a minute.

 

Case's with holes in the top, the DIMM sockets seem to attract dust,

 

and their bully boy tactics of trying to get their network management software installed in the school.

 

Stay Away!

Edited February 18, 2010 by oxide54

[oxide54]

editedQUOTE]

Edited March 18, 2010 by plexer

[Edu-IT]

Just enquired about a repair under warranty. Machine still has warranty on it however it was purchased from SCL Online which is actually a trading name of Xpro. As such, Edutec Ltd who now own SCL Online don't honour the warranty that was originally purchased from SCL Online, the trading name of Xpro.

 

So essentially to me it seems all it seems Edutec Ltd are doing is fishing in the customers who still think that SCL Online is SCL Online. Actually, they're not, they're just using the company name.

 

Confusing. Does this seem right?

[DAZZD88]

We have SCL boxes but Edutec are honouring our warranties. In fact we just got a machine back from them yesterday. All we do is phone the number on the sheet that has the warranty details and then ask for tech support. They've been pretty good with us (although the machines themselves have been a bit cheap and nasty in some cases).

[dgsmith]

We have an ongoing issue with a batch of SCL machines. I have recently had email support and I get the impression they'll honour the warranty if it came to that (separately, they sent out a replacement front fascia about a year ago under warranty).

[DAZZD88]

We have an ongoing issue with a batch of SCL machines. I have recently had email support and I get the impression they'll honour the warranty if it came to that (separately, they sent out a replacement front fascia about a year ago under warranty).

 

Would be the SFF (not the USFF) boxes with the dodgy power button that keeps breaking off, would it?

[dgsmith]

The ongoing issue isn't related to the button, no (it's more serious than that), but in saying that we have had issues with the button falling off and had some replacements of these over the years.

[Abaddon]

We've been told that our SCL Five year warranties are no longer valid.

[Edu-IT]

We have SCL boxes but Edutec are honouring our warranties. In fact we just got a machine back from them yesterday. All we do is phone the number on the sheet that has the warranty details and then ask for tech support. They've been pretty good with us (although the machines themselves have been a bit cheap and nasty in some cases).

Just out of interest was your invoice for these machines from Xpro? Can you also confirm what number you are using?

 

I think if they're picking and choosing who they support then that's bad business practice and by the looks of the comments on this forum, people aren't using them anymore anyway.