SPAN.COM レビュー 1,510

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2021年2月1日

Thank you for the 5-star review Andrew and for highlighting what parts of ordering with SPAN.COM stood out for you. Thank you for your kind words and for endorsing us as your data storage provider of choice. Have a lovely week.

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2021年2月1日

Thank you for your review Muhannad and for choosing SPAN for your order. We are sad to hear that you feel we deserve 1 star and wanted to take the opportunity to address your points, as we feel that you have omitted some important details in this review. Originally you purchased with us back in Feb 2020 and purchased a NAS system and an external enclosure, with a single drive in each device. Additionally, it was an 'express' order, which means the order was delivered sooner. Nevertheless, we installed the drives, latest firmware and tested the drive that same day (part of our build and test services, even express-only orders).

10 months after, the external enclosure suffered a malfunction and you contacted us for our post-sales support (something we take pride in and I understand the technical-sales team member who worked with you on the order back in Feb 2020 gave you prompt and reasonable responses where possible). The reason you were directed to contact the manufacturer was that although we do provide extensive post-sales tech support and will assist with RMAs/Warranty, you felt that the device's failure was the result of the brand's manufactured hardware and instructions. We appreciate that you are disappointed at the loss of the data, but this is a matter that extends to the solution not living up to your requirements that it dictated, not on us miss-selling a backup solution that was not used as such. Nevertheless, I understand that a colleague in the support team is still assisting you with this currently and I hope this is resolved to your satisfaction in due course. Thank you for choosing SPAN.COM and I hope you have a great week.

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2021年1月28日

Thank you for the 5/5 review Tomas, I will be sure to pass your kind words on to Robbie. We at SPAN have pride in the way we work and have provided our services in this way for close to 30 years (though admittedly our YouTube channel is considerably younger!). Always goof to know we are still getting it right. Thank you for your order, your review and have a lovely week.

SPAN.COM からの回答

2021年1月28日

Thank you for the great review John, as well as letting us know that we are the kind of business you want to work with in 2021! Always great to hear and I will be sure to pass your kind words regarding our communication to our respective support teams. Thank you for choosing SPAN.COM and have a lovely week.

SPAN.COM からの回答

2021年1月28日

Thank you for your 5 Star review Ralph and for highlighting what parts of your order with us at SPAN stood out for you. Thank you for choosing SPAN and have a lovely week.

SPAN.COM からの回答

2021年1月28日 に更新

Thank you for your review Robert and for providing your perspective on the handling of your order. You are indeed correct that how information is provided to our customer base can often be more important than the negative/positive nature of it's content. We have long held this opinion in our company and have maintained this standard for close to 30 years. Currently, the UK and Europe are having extreme border control issues with regard to good moving between them, the tariffs, paperwork requirements and though the backlog of goods is slowly being worked through, the result is that eRetailers (big and small) are having to expect ever-changing delivery dates (changing sometimes from one hour to the next). I'm sure our sales and support teams would have relayed this to you and in the cases when you might not have been updated with the frequency you might have expected, please rest assured that this would not have been through a willing omission, but rather that it would be counter intuitive to provide information that could likely be incorrect later that same day. Please do not take this response as us passing the buck or making excuses. We could of course use automatic updates exclusively on our platform, but we pride ourselves on SPAN largely using human-contact approach to our client base. Additionally, we are a small business, and are less dependant on automated systems, which invariably a more up-to-the-moment update system would need to rely upon. Something that, up until the current border-logistic issue between UK-EU, we have managed with consistent success.

We can appreciate that this is very much a matter that the bulk of the inconvenience that this current logistics situation provides is not to be placed at your door, and that as a consumer you have placed your faith in us to provide a solution to your requirements, as well as a product that you have paid for. We just want you to know that there was no intent to mislead, no intent to keep you uninformed. We are sorry that you feel you have been let down on this occasion. We appreciate that you may wish to purchase your goods with another retailer next time and nonetheless thank you for choosing SPAN.COM and are pleased to have provided you with your solution, which I understand was delivered earlier today. Thank you for your review and have a lovely week.

SPAN.COM からの回答

2021年1月28日

Thank you for the feedback and you 4-star review Jose. We are proud of the services (both sales and technical) that we provide and are sorry that it appears the unit was received with the incorrect RAID configuration. I have looked into your order and it appears that the error was caused by our build note system, due to your order containing 2 kinds of enclosure and an additional cache implementation. The result was that the RAID configuration was not stated as SHR-2 and we apologise for this oversight. Regarding the delivery date of your order, at this time there are extensive issues regarding imports and exports between the UK and Europe, due to changes in laws and tariff implementation. These are gradually being worked through at the borders, but this likely impacted the logistics of your order. I am pleased to confirm that we kept you updated as much as we could and hope that these factors do not prevent you from choosing SPAN for your next data storage solution in future. Thank you for your order, your review and have a lovely week.

SPAN.COM からの回答

2021年1月25日

Thank you for the 5-star review Stephen and for your continued choice of SPAN.COM for your storage needs. Always gratifying and we appreciate your praise. Have a great week!

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2021年1月25日

Thank you for that glowing review James, as well as for your full endorsement of our services here at SPAN, as well as Robbie's efforts over on NASCompares. We like to think we think we are more than your average box shifter and feedback like yours helps us remain committed to the way we do business. Thank you for choosing SPAN and have a lovely week.

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2021年1月25日

Thank you for reviewing us on Trustpilot Justin, as well as highlighting our online video tutorial efforts! I will be sure to pass your praise onto everyone involved. Thank you for choosing SPAN and have a lovely week.

SPAN.COM からの回答

2021年1月22日

Thank you for your review James and for detailing why you were unsatisfied with your purchase with SPAN on this occasion. I understand that a member of our sales team that you have been in communication with you and has been prompt in his response, but there is still an on-going supply issue affecting hardware across Europe currently and this has led to uncontrolled leadtimes in some cases (shortages and logistical delays that are likely to persist into February. Regarding alternative items that were suggested, this was still done in the spirit of facilitating your upgrade solution and apologise if this was not fully compatible with your existing system that you already have.

Regarding shipping the memory of your order in advance, without going into specifics about the content of your order, the total profit margin was at a point whereby shipping the RAM stick as a separate delivery with the card sent as a 2nd delivery would have resulted in the order being a loss due to the doubled delivery charges. We appreciate that this is not your concern and this is our own policies and practices, but we are a small business and do not have the buying power or market influence of Amazon on stock and first-priority in purchasing hardware. Nevertheless, we completely understand your position and understand why you feel the service you have been given on this occasion is not up to par. Thank you for choosing SPAN.COM and we are sad to have lost your potential business.

SPAN.COM からの回答

2021年1月22日

Thank you for the 5 star review Graham and for your detailed and honest feedback. Regarding your praise for our customer service, this is exactly what we like to hear and helps us maintain faith in our priority towards human response at the front end of our site (no automated services, chat-bots and hiding the contact us' as found on some sites). Regarding delivery, below is a response we gave recently on this subject in another review that I think sums up why we do not currently offer a free delivery option. However, this is a subject that is constantly under review, so never say never. Thank you for choosing SPAN for your storage and we look forward to seeing you again soon.

12/01 - In the past, we provided free delivery services based on order value, but courier prices have increased in recent years to a point whereby it squeezes the profit margin too much to be workable. A great deal of this is because the bulk of the product we provide are of high value, fragile and security linked. These do not translate well for shipping with the low-cost delivery coverage service offered by most couriers (which typically have a £20 per KG loss/damage policies). This alongside our large degree of international customers and mix of home, business and drop-off (ie undisclosed supplier) orders makes including a free delivery service very difficult. If it is any consolation for your future consideration, the delivery services we include are priced at a loss to us and the same likewise service/insurance level we include in our orders are ones that Amazon and other sites charge for, and more than we do."

SPAN.COM からの回答

2021年1月19日

Thank you for the 5 star review Tihomir and I will be sure to pass on your feedback to Lucas in the sales team. Thank you for choosing SPAN.COM.

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2021年1月19日

Thank you for the 5/5 review Andrejus and for highlighting how we were able to earn those stars! I will be sure to pass your feedback onto the support teams and thank you for your kindness. Have a great week!

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2021年1月19日 に更新

Thank you for the full score review Ron and for choosing SPAN.COM for your data storage needs. Have a lovely week.

SPAN.COM からの回答

2021年1月19日

Thank you for the 5-star review and for letting us know what parts of your order with us stood out for you. We genuinely appreciate the high praise and for letting us know we have your recommendation on all things NAS! Have a great week.

SPAN.COM からの回答

2021年1月16日

Thank you for your review Kevin and for your patience with regard to delays at the moment affecting a great deal of UK import/exports nationwide at the moment. Glad to hear we still fulfilled your order quickly and to your satisfaction! Have a great weekend.

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2021年1月16日

Thank you for the full score review and for choosing SPAN.COM in 2021. Have a great weekend!

SPAN.COM からの回答

2021年1月16日

Thank you for the 5 star review Paul and for highlighting how our free build and test services were useful to you. Thank you for choosing SPAN.COM and have a lovely weekend.

SPAN.COM からの回答

2021年1月15日

Thank you for the 5-star review Richard and for your positive feedback on the service provided. Glad to hear we lived up to our reputation and hope you see you again in 2021. Have a great weekend.