Expansys service?

Crusader said:
I must admit that I actually forgot about this thread. My item did arrive after a long delay. I'm happy to report that it was in perfect condition so luckily no problems there.

The times I phone Expansys I got through to them normally within 5-10 minutes of waiting. Not the best, but definitely not the worst.

Will I buy from them again? Maybe, if I can't source the product anywhere else. My main problem was the repeated delays. Each time a different obstacle seemed to have appeared.

Will I recommend them to others? Not likely, at least not without a severe warning about the possible delays.
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Dear Crusader,

Thank you for your posting,

We do apologise for waiting times on the phone lines, we strongly encourage contact via e-mail or if urgent, we have Googletalk also an option however the phone lines can be busy most times.

In an online trading environment, we try and encourage all forms of communication to done online if possible either via e-mail, googletalk or MSN.

Unfortunately we have experienced many delays in the latter half of this year with both weather conditions affecting our transit times as well as customs inspections and random stoppages once the goods are in JHB which also cause delays to the lead-times quoted.

We are striving to ensure that in 2010, lead-times are as accurate as possible whilst allowing time for delays but keeping them as minimal & non-disruptive as possible. Sometimes delays encountered cannot be minimised whatsoever due to factors beyond our control which we understand as a customer is extremely frustrating.

We thank you for your patience and understanding with regards to any delays experienced in fulfillment of your order and thank you for your support.

Kind Regards
 
eXpansys South Africa said:
Dear Crusader,

Thank you for your posting,

We do apologise for waiting times on the phone lines, we strongly encourage contact via e-mail or if urgent, we have Googletalk also an option however the phone lines can be busy most times.

In an online trading environment, we try and encourage all forms of communication to done online if possible either via e-mail, googletalk or MSN.

Unfortunately we have experienced many delays in the latter half of this year with both weather conditions affecting our transit times as well as customs inspections and random stoppages once the goods are in JHB which also cause delays to the lead-times quoted.

We are striving to ensure that in 2010, lead-times are as accurate as possible whilst allowing time for delays but keeping them as minimal & non-disruptive as possible. Sometimes delays encountered cannot be minimised whatsoever due to factors beyond our control which we understand as a customer is extremely frustrating.

We thank you for your patience and understanding with regards to any delays experienced in fulfillment of your order and thank you for your support.

Kind Regards
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Thank you for your reply. I can understand delays. The real problem was that I was given incorrect information at times.

I ordered on 17 October and the website said it should ship in 10 days.
On 21 October I emailed a query and was notified that you were awaiting stock from overseas and it should arrive in 8-12 days.

On 9 November [18 business days after order] I send another query and got a reply on 11 Nov that there was a delay with customs, but that it should arrive within 2 day.

Please note there has been a delay experienced with customs on this shipment, it has since cleared and we are currently awaiting delivery to our SA warehouse.

We will notify you upon receipt which will be either today or tomorrow.
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No notification arrived so I e-mailed again on the 13th. I also phoned and was then informed that my package was in one of the boxes 'misplaced' by the couriers, but that they are tracking it down and I'll be informed as soon as it arrives.

On Wednesday the 18th I got an e-mail stating that my order arrived and will be dispatched.

Your order has arrived with us and will be dispatched to you tomorrow for receipt at your post office on Friday.
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I replied asking whether a shipment notification would be sent to me. On the 19th I received a reply stating that a notification will indeed be e-mailed, but that the post office offline so it couldn't accept new shipments.

Please note we will send you all details upon dispatch, unfortunately our post office run was not successful as our post office was offline and unable to issue tracking numbers and book shipments in.
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On the Friday I received a call confirming my address and if the package should be send door to door or to the counter. I was informed that it would ship that afternoon. By the 21st I had not received any notification so I e-mailed again after which I finally got a reply with my dispatch notification.

That's quite a few delays for one order especially since I was initialy informed it would have been received at your offices within 2 days after 11 Nov!
 
Crusader said:
Thank you for your reply. I can understand delays. The real problem was that I was given incorrect information at times.

I ordered on 17 October and the website said it should ship in 10 days.
On 21 October I emailed a query and was notified that you were awaiting stock from overseas and it should arrive in 8-12 days.

On 9 November [18 business days after order] I send another query and got a reply on 11 Nov that there was a delay with customs, but that it should arrive within 2 day.



No notification arrived so I e-mailed again on the 13th. I also phoned and was then informed that my package was in one of the boxes 'misplaced' by the couriers, but that they are tracking it down and I'll be informed as soon as it arrives.

On Wednesday the 18th I got an e-mail stating that my order arrived and will be dispatched.



I replied asking whether a shipment notification would be sent to me. On the 19th I received a reply stating that a notification will indeed be e-mailed, but that the post office offline so it couldn't accept new shipments.



On the Friday I received a call confirming my address and if the package should be send door to door or to the counter. I was informed that it would ship that afternoon. By the 21st I had not received any notification so I e-mailed again after which I finally got a reply with my dispatch notification.

That's quite a few delays for one order especially since I was initialy informed it would have been received at your offices within 2 days after 11 Nov!
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Dear Crusader,

Thank you for posting.

This incident has been noted and we shall ensure appropriate measures are in place to prevent a scenario like the above repeating itself.

Kind Regards
 
I'm still kind of ticked of with this customs/ICASA-approved issue that has been going since August. I hope my order is sorted next month like you guys told me.
 
All I can say is that it sounds like the old story with them.
There is always delays and the cause is ALWAYS somebody else, never them stuffing it up.

Order from them only if you have to and then expect delivery in 3 months. If you get it faster, it will be a bonus.
 
As much as I complain on this forum if things work out or are sorted in a positive manner I will post about it as well

In response to this post I made

http://mybroadband.co.za/vb/showpost.php?p=3481179&postcount=17

I have collected the parcel at the post office and on the waybill it clearly states door to door delivery as well as on the attached label. Clearly speed services where in the wrong here.

I also appreciate the fact that expansys south africa refunded my delivery costs in full and are going to take this issue up with speed services.

The only thing I think expansys can improve on is to have better communications channels in phonelines which get answered and are not constantly busy and maybe improve the speed of email communications in this digital age, or have some kind of issue system in place.

After all the frustation I went through I might reconsider buying from expansys again in the future
 
wetkit said:
All I can say is that it sounds like the old story with them.
There is always delays and the cause is ALWAYS somebody else, never them stuffing it up.

Order from them only if you have to and then expect delivery in 3 months. If you get it faster, it will be a bonus.
Click to expand...

I'll be using that logic next time, thought that getting somebody else to do the job for me and paying them for it would have saved me time and effort... I could have done myself would have been faster and more efficient but alas TIA.
 
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