The Official Network Thread

[Fnord Prefect]

Originally Posted by Jaymole

My orders are still on hold and my e-mail asking for a shipping timetable has not been answered.

Is there anyone else who still has their orders on hold or have to been sent to fulfill?

Thanks

Just checked my account and my M.I.A. order finally shipped this morning, eleven days after it was placed. As such we can presume they're slowly getting through the backlog. So in my opinion panic over, it's just a case of being patient.

[RazorwireRyan]

Still absolutely nothing for me. The "payment accepted" option is just constantly taunting me that they've taken my money but have no desire to respond to my queries. Worst customer service I've ever encountered. At least Zavvi reply after a few days...

[Aclea]

I did three separate orders the first Saturday of the sale. Two turned up today, one marked as shipped.

Much as I love Network - and that's a lot - you'd think they'd know by now that they always have problems with their site when they have a sale. Ever since the first day they changed to the new site a few years ago it's had more bugs than an ant farm.

[dangerwillrobinson]

I placed 3 orders on the first saturday which took an extremely irritating 60 minutes to place thanks to how low tech and crap their website is.
Surprised that 2 arrived on the tuesday with the other one on the thursday.

Placed 2 more on the sunday just gone and both arrived today
Thanks to their stupid postage system you have to split orders into smaller ones to avoid postage.
18 titles took 5 orders to cover

[Aclea]

Originally Posted by dangerwillrobinson

I placed 3 orders on the first saturday which took an extremely irritating 60 minutes to place thanks to how low tech and crap their website is.
Surprised that 2 arrived on the tuesday with the other one on the thursday.

Placed 2 more on the sunday just gone and both arrived today
Thanks to their stupid postage system you have to split orders into smaller ones to avoid postage.
18 titles took 5 orders to cover

For me it was as much the pain in the arse slow loading time that made me split the orders - it probably took half an hour just to get the checkout to load and work for even a small order. I did place another order later in the week and that arrived last week while I'm still waiting for one from the first saturday - they seem to be adopting a last come, first served approach to shipping.

[mr nostromo]

I ordered
The Wrong Man
Ipcress File
This Sporting Life

The money has been paid via PayPal. I have checked my account with Network, and there is no record of it. Having e mailed them registering my concern, I also received the generic response you all seem to have received.
A further e mail requesting an order confirmation and an idea of a delivery date has not been responded to, to date.

I'm totally at a loss as to what is happening.

[RazorwireRyan]

I juse want my money back at this point. And I have no idea if I will.

[RazorwireRyan]

I've now been told my order may be shipped at somepoint in the next two weeks, and some of the items may or may not be out of stock because of the sale. After waiting 5 days for a reply, they couldn't find out which items are sold out, or what? And also, looking at potentially over a month until I get "some" of the titles I ordered. Man. I'm patient, but yeesh. Also frustrating that I may not get some of the Blu-rays while (potentially) others who ordered after me did.

[Jaymole]

Originally Posted by RazorwireRyan

I've now been told my order may be shipped at somepoint in the next two weeks, and some of the items may or may not be out of stock because of the sale. After waiting 5 days for a reply, they couldn't find out which items are sold out, or what? And also, looking at potentially over a month until I get "some" of the titles I ordered. Man. I'm patient, but yeesh. Also frustrating that I may not get some of the Blu-rays while (potentially) others who ordered after me did.

I have a feeling that international orders like ours will be processed last and will get the short end of the stick when it comes to stock.

[DavidGallow]

Not much use to you guys but I've never had trouble with them and don't recall their sales ever causing postal or stock issues before. Somethings went wrong this time and that sucks but I've found them to be pretty reliable in the past.

Doesn't help much just now I guess!

[dangerwillrobinson]

Originally Posted by Aclea

For me it was as much the pain in the arse slow loading time that made me split the orders - it probably took half an hour just to get the checkout to load and work for even a small order. I did place another order later in the week and that arrived last week while I'm still waiting for one from the first saturday - they seem to be adopting a last come, first served approach to shipping.

Network always specify that postage will be applied to orders over a certain weight but of course they never tell you what that weight is - and I think it varies depending on how much discount the sale offers.

Unfortunately, if you order too many items and it adds postage removing them doesn't make the postage vanish - you have to refresh the page too.
At the start of the sale large orders became almost impossible because when you got to the final payment click the order page reverted to your list of previously ordered titles ( if you had ordered earlier too). And deleting the items simply sent you back to the start of the order process.
This is the worst I've ever found the Network site to be and it's something that must have cost them dearly with frustrated buyers not bothering to return once the initial orders became so difficult to complete.
They really do need to give the site a massive overhaul.
They did that a few years back and I've found since then that the site actually works less efficiently than it did with the previous version

[Aclea]

Originally Posted by dangerwillrobinson

They really do need to give the site a massive overhaul.
They did that a few years back and I've found since then that the site actually works less efficiently than it did with the previous version

The trouble is that when they migrated from their old site to a new address and layout the problems started - for a month it was impossible for many regular customers to use the site - and whenever there's a sale they come back with a vengeance. They've never really been able to handle heavy traffic since the move and you have to wonder why after several years they haven't been able to rectify the situation.

[RazorwireRyan]

Ha! I just got the exact same email today, about six paragraphs long, including "this is not an automated message." Give me a break. The amount of time they've spent copying and pasting me generic and vague replies, they could've actually maybe, I dunno, at least looked into my order and given me a case specific response? At LEAST?

[unicron73]

my 2 orders from the sale arrived today,the nightcomers blu is out of stock but will be sent later but the paradise postponed dvd set which was listed as £0.00 is missing even though its listed on the invoice,so ive sent network an email to see what the reply is.
i have noticed that the dvd set has vanished from there website..

[Fnord Prefect]

Originally Posted by unicron73

my 2 orders from the sale arrived today,the nightcomers blu is out of stock but will be sent later but the paradise postponed dvd set which was listed as £0.00 is missing even though its listed on the invoice,so ive sent network an email to see what the reply is.
i have noticed that the dvd set has vanished from there website..

My Paradise Postponed DVD never arrived either. Only half expected it to.

However my final sale package finally arrived this morning. A 12 day wait is a bad show but ultimately isn't the end of the world. It hasn't put me off using Network again.

[unicron73]

Originally Posted by Fnord Prefect

My Paradise Postponed DVD never arrived either. Only half expected it to.

However my final sale package finally arrived this morning. A 12 day wait is a bad show but ultimately isn't the end of the world. It hasn't put me off using Network again.

i agree i will still use network,the website has been rubbish for years,i just always leave the sales for the first 2/3 days due to the site not being able to cope.
i wasnt going to rush to get terrahawks but at the pre-order price direct from network it seemed rude not to get it.

[RazorwireRyan]

I'm not gonna even entertain using them again. Almost a full two weeks and still no actual, specific reply from them. Shocking CS.

[gouryella]

Originally Posted by unicron73

my 2 orders from the sale arrived today,the nightcomers blu is out of stock but will be sent later but the paradise postponed dvd set which was listed as £0.00 is missing even though its listed on the invoice,so ive sent network an email to see what the reply is.
i have noticed that the dvd set has vanished from there website..

According to Amazon this gets released on Monday although the older Freemantle release is available still. Calling them would be your better option. I had "Jack the Ripper" missing from one order and it wasn't even listed on the invoice. A quick phone call and was told it was deleted and she would send an email on my behalf to Network to advise them of this so I can be refunded.

[gouryella]

Originally Posted by RazorwireRyan

I'm not gonna even entertain using them again. Almost a full two weeks and still no actual, specific reply from them. Shocking CS.

Unfortunately for me they release the stuff I want and at their sale prices usually the prices cannot be beaten. I agree though customer services have been poor to say the least. Why they can't give a proper reply to emails rather than a cut and paste job is a poor show. If it's to save time I would rather wait 5 days for a proper reply than 2 days for a cut and paste.

[CastrosfriendChe]

Finally wrote them a message via my order page. The response was within hours.
I take it this is the generic message ppl are getting?

"Dear Customer

We would like to apologise for the disruption on our website since we
launched our Summer Sale, caused by a combination of unprecedented high
traffic and some unforeseen technical issues.

We do occasionally have sales and promotions and for this latest sale we
were hit by a combination of a number of backend compatibility issues and
one of the highest traffic flows we have ever experienced. Unfortunately
orders placed between the Friday and the Monday at the beginning of the
sales were affected to a greater or lesser degree and it is those orders
that we are having to manually process now.

Although our customers normally tend to receive their orders within few
days, the terms and conditions on our website do stipulate a maximum
turnaround time to manage expectations, particularly when we have sales
such as this.

Also as per our terms and conditions, some titles are sold on a ‘while
stocks last’ basis, therefore if this was the case for your order, please
rest assure we will be refunding you the amount paid for that title.

Even though we were expecting high traffic, it went well beyond what we
had prepared for and we’ll learn and implement new procedures for the next
time.

In the meantime we are investigating your order status and situation.
Please accept our apologies but be reassured that we take these issues
very seriously and act as quickly as we can to restore service to the
level it should be.

We're working really hard to fix the problem and expect your order to be
dispatched within the next 7 to 14 days.

Thanks for your patience and continued custom.

Best,
Emma"

A bit annoying ppl placing orders now are getting them shipped now :/
But I'd certainly be pissed if some items in my order are 'out of stock' and they issue a refund.
And another 7-14 days :/ Geez I'd hate to see them run a crowd funding campaign lol