42 Replies Latest reply on Sep 5, 2012 3:39 PM by oldwrinkly

    Farnell - non-UPS delivery method for non-UK customers??? Disappointing!!!

    cherrie_PI

      Hi All,

           I received today an email stating that my Raspberry PI was dispached. Immediatelly I called the customer service asking for a delivery date (I supposed that it would be delivered by the parcel service UPS - as stated in my order and in my invoice too.). It was very disappointing  to hear from the customer service agent, that my RP would be delivered by a standard mail service and it would take another 3 weeks... I have asked then for a discount from the delivery price, due to the fact, that (according to my opinion) Farnell is breaking their rules of conduct and they are misleading the customer... At the time of order placing they are stating, that the delivery method is UPS, the same on the invoice... I agree with that and place the order. Then, the reality is different...

           Anyway, I was told by the first service agent, that it's not important how it arrives, it's important it arrives.... (WTF?) What's that? Interesting customer service agent training... The second agent has sent me the email writing that if I don't agree with that, I can reject the delivery and money will be refunded...

       

          So, folks and Farnell:

       

          1. Am I too naive when I expect, that if there's stated the delivery method UPS, it's on the order & invoice too, it's paid for that it'll be delivered by UPS and not by a Post Office???

       

          2.Why I don't receive any discount/compensation when the vendor doesn't deliver (now I'm meaning the delivery method) what he declares while doing business?

       

      Thanks a lot for your views...

       

      Pavol

        • Re: Farnell - delivery method UPS??? Not true... disappointing.
          cherrie_PI

          I have sent a private message to the Customer service asking for the clarification. Since two days no answer...

          • Re: Farnell - delivery method UPS??? Not true... disappointing.
            rhmyuen

            "...that it's not important how it arrives, it's important it arrives...."

             

            I believe that service agent wouldn't mind paying for a first class airticket while travelling in the economy class! LOL!!!

            • Re: Farnell - delivery method UPS??? Not true... disappointing.
              cherrie_PI

              well.. this one http://www.element14.com/community/message/18652#18652/l/re-farnell-uk-delivery-service-aint-what-it-used-to-be brings a sparkle of light to that discussion... But again: PLEASE DO NOT LIE TO THE CUSTOMER telling him you use UPS.. It's not very honest...

              • Re: Farnell - delivery method UPS??? Not true... disappointing.
                cherrie_PI

                The  RP  from RS Components sent from Birmingham on Jun 12th, arrived today to Slovakia.

                  • Re: Farnell - delivery method UPS??? Not true... disappointing.
                    Montala

                    You have made so many posts on here Pavol, I am getting a bit confused!

                     

                    Are you now saying that your Pi which was only despatched 2 days ago has now arrived in your country... or that you have actually received it?

                     

                    Once it has arrived there surely it will not then be another two weeks before it is delivered, as you said earlier, so hopefully you will receive it sooner than you expected.

                     

                    Unfortunately Farnell are never going to be able to satisfy all their customers... I have seen posts from some outside the UK who were complaining that their orders had been sent by courier, rather than by regular postal service and they then had to pay import and customs fees plus taxes which they wouldn't have had to do otherwise.

                     

                    Even hear in the UK their delivery methods do not appear to be consistent as up to a few days ago orders were being sent out by second class Royal Mail post, and then mine was shipped by UPS. Not that I am complaining mind you, as it was delivered the following day... and I successfully powered it up this morning!

                      • Re: Farnell - delivery method UPS??? Not true... disappointing.
                        luca_hbmp

                        I'm in Ireland, and read since the beginning that this was a courier deliver,

                        So I gave my address... When I realised is a post deliver I'm a little bit worried. There are 2 addresses whithin 2 miles radius, and I got my post mislead far too many times...

                        I might call them again.

                        • Re: Farnell - delivery method UPS??? Not true... disappointing.
                          cherrie_PI

                          David, please re-read carefully my posts, than you'll understand:

                           

                          I said that the second company which sells Raspberry PI - which is RS Components has dispached the Raspberry PI from Birmingham, UK on June 12th, 2012 and today (June 14th, 2012) it arrived to Bratislava, Slovakia.For the same price as Farnell but RPi was delivered by DHL. On the other side Farnell is not able even to explain why they say UPS and use a standar snail mail which as their say would take 3 weeks to be delivered. I haven't received any tracking number from Farnell so far (neither I hope to receive..).

                          Howgh

                          • Re: Farnell - delivery method UPS??? Not true... disappointing.
                            morgaine

                            Gratz David!

                             

                            Re delivery, I've always regarded Farnell UK's  delivery as part of their quality service, and if my Pi arrives unannounced and untrackable by Second Class Royal Mail, I will be highly annoyed and disappointed in them.  I'm not expecting that though, since I've only ever had good service so far, and I don't see why Pi should be different.  After all, I've bought many things that are cheaper than Pi from Farnell.

                        • Re: Farnell - non-UPS delivery method for non-UK customers??? Disappointing!!!
                          Zeta

                          I guess E14 is trying to choose the best shipping method for each country and just like David Rolfe said, I'm actually glad E14 is sending the RP by Royal Mail to my country, because otherwise I would have to pay $100 for UPS shipping plus another $50 to the local UPS agent for customs brokerage. That would make the $30 computer way too expensive.

                          • Re: Farnell - non-UPS delivery method for non-UK customers??? Disappointing!!!

                            Hi Pavol, thanks for your questions.  We’re sorry if there has been any confusion with regards to shipment method in Europe. We’ve published openly our pricing grid structure including the delivery and taxes that everyone would be charged. You can find it still available here:  http://www.element14.com/community/docs/DOC-43546/l/updated-27-march--raspberry-pi-pricing-update. It shows for each country the price and delivery costs in the relevant currency. You will have been invoiced at the new lower price  based upon delivery via Royal Mail international.

                             

                            We’ve contacted Farnell export on your behalf, and a representative should be in touch with you today. If not, please feel free to Private Message us again.

                             

                            Thanks again,

                             

                            Farnell element14 Raspberry Pi Customer Support Team

                              • Re: Farnell - non-UPS delivery method for non-UK customers??? Disappointing!!!

                                Hi Customer Support,

                                   Maybe I missed it, but I don't see any mention of delivery methods in the

                                pricing grid structure you referenced.  That would probably be a good thing to add.

                                Even in the UK recently, the delivery methods appear to be inconsistent, sometimes

                                by courier and sometimes by second class post.  Does the delivery method depend

                                on whether the customer has a pre-existing trade account?

                                • Re: Farnell - non-UPS delivery method for non-UK customers??? Disappointing!!!
                                  cherrie_PI

                                  Dear Support,

                                  thanks for the answer, but it's not explained there, that the Royal Mail will be used instead of UPS. Thanks for contacting Farnell export on my behalf, but I think nothing is needed anymore, I've been already invoiced with lower price (lower than mentioned in http://www.element14.com/community/docs/DOC-43546/l/updated-27-march--raspberry-pi-pricing-update)

                                   

                                  I don't know who e82492184 (maybe Farnell agent? ) is but I like his experience anyway!

                                   

                                  MY PERSONAL CONCLUSION:

                                       if the Farnell support (when called by me immediately after being invoiced, or here in the thread a couple of days ago) would clearly stated as done in e82492184 case: "it was decided at a later stage, because of the amout of packages that UPS was unable to ship, but the mention of UPS was kept in the system"...  I'd accepted it as a correct answer having no more questions and even more: if Farnell delivers a t-shirt to me (as requested as well at that time) I would become the happiest man in the world

                                   

                                      BUT: WHY DON'T YOU (FARNELL) COMMUNICATE SUCH AN IMPORTANT FACT:


                                  "it was decided at a later stage, because of the amout of packages that UPS was unable to ship, but the mention of UPS was kept in the system"...

                                   

                                  IN YOUR OFFICIAL UPDATE??? It would be clear for all once forever and this thread would not exist

                                   

                                  This is my first experience with Farnell service. I'm eager to see how it'll end up (my RPi is still on the way)... I hope in happy end and believe, that this thread will become a use case for further  Farnell Support Center quality improvement process. Thanks a lot to all, I believe, that till September we all will have a fun with new Raspberry Pies

                                   

                                  I wish a really nice summer time to all!

                                   

                                  Best regards,

                                   

                                  Pavol

                                   

                                  P.S: Dear Customer Support, can you contact Farnell export on my behalf and on behalf of e82492184's friend and ask them to send us that nice Raspberry Pi t-shirt as a little satisfaction for this misunderstanding? You have already got my details, maybe e82492184 can provide those of his/her friend.

                                  • Re: Farnell - non-UPS delivery method for non-UK customers??? Disappointing!!!
                                    cherrie_PI

                                    P.S II: I don't consider your answer as correct, because it really doesn't answer my doubts. But I'm not able to use the button "Unmark as Correct". It always marks it back as Correct... Is it a bug or a feature?

                                  • Re: Farnell - non-UPS delivery method for non-UK customers??? Disappointing!!!
                                    e82492184

                                    Hello,

                                    let me add my experience with the ordering process:

                                     

                                    RS: registered on 29.02.2012 at around noon, no contact since...

                                     

                                    Farnell: placed order with sk.farnell on 29.02.2012 at 14:14 (what a coincidence ), delivery expected w/c 21.05.2012 (as stated in the email update), despatched on 23.05.2012 by Royal Mail 1st class air mail, untracked, despite having delivery by UPS on the invoice.

                                    I brought this up with the customer support (via the form) and received a promt response which stated "it was decided at a later stage, because of the amout of packages that UPS was unable to ship, but the mention of UPS was kept in the system"...

                                     

                                    The customer support said it would take between 1 to 2 weeks, but received it in 5 days on 28.05.2012.

                                     

                                    After all the time I was just happy to have the board, not overly satisfied with how the delivery was handled, but quite happy with the support response time.

                                     

                                    BTW: A friend was among those who had to express their interest, was promised a t-shirt, delivery in w/c 28.05.2012 and received it on 25.05.2012 minus the t-shirt.

                                      • Re: Farnell - non-UPS delivery method for non-UK customers??? Disappointing!!!
                                        morgaine

                                        e82492184 wrote:

                                         

                                        despatched on 23.05.2012 by Royal Mail 1st class air mail, untracked, despite having delivery by UPS on the invoice.

                                        I brought this up with the customer support (via the form) and received a promt response which stated "it was decided at a later stage, because of the amout of packages that UPS was unable to ship, but the mention of UPS was kept in the system"...

                                         

                                        But did they charge you for UPS delivery, that's the key question.  It's not fraud unless they charge you for UPS but don't use that expedited delivery, it's merely misinformation.  It's still not nice, and it's confusing for customers, and it should be fixed prompty of course, but it's still just misinformation.

                                         

                                        But if they charged you for UPS, and knowingly held onto your money instead of using it for UPS delivery ... well they can get into big trouble legally, as well as gain a tarnished reputation.  Whichever CS staffer you spoke to must understand that I'm sure, no matter how poorly trained.

                                         

                                        I sure hope they started fixing this as soon as you notified them of the discrepancy.

                                         

                                        Morgaine.

                                          • Re: Farnell - non-UPS delivery method for non-UK customers??? Disappointing!!!
                                            e82492184

                                            Pavol C:

                                            I don't know who e82492184 (maybe Farnell agent? ) is but I like his experience anyway!

                                             

                                            That I am not , just wanted to share my experience and let you know your Pi might be already closer to you than you (or CS) think!

                                             

                                             

                                            Morgaine:

                                            But did they charge you for UPS delivery, that's the key question.  It's not fraud unless they charge you for UPS but don't use that expedited delivery, it's merely misinformation.  It's still not nice, and it's confusing for customers, and it should be fixed prompty of course, but it's still just misinformation.

                                             

                                            Pavol C:

                                            I've been already invoiced with lower price (lower than mentioned in http://www.element14.com/community/docs/DOC-43546/l/updated-27-march--raspberry-pi-pricing-update)

                                            It would have been interesting to know what those charges for UPS and Royal Mail were and generally make the whole ordering experience more transparent. To be honest I don't know what I was charged for, however I had this on my invoice:

                                             

                                            RASPBRRY-PCBA SBC, RASPBERRY PI, MODEL EA 1 0 1 CN 84714900 21.9100 20.00 21.91

                                            FREIGHT CHARGE GBP (UPS) 20.00 4.50

                                            ORDER PLACED BY MR *********************

                                            *** PAID BY CREDIT CARD ***

                                            Producer Registration Number: WEE/AK0049TZ


                                            which adds up to GBP 31.69 / 39.24 EUR in total which is slightly lower than £32.70 from the pricing update. Maybe that's the difference between UPS and RM?


                                            PS: If Farnell wishes to send my friend his missing t-shirt, please contact me for the details.

                                              • Re: Farnell - non-UPS delivery method for non-UK customers??? Disappointing!!!
                                                cherrie_PI

                                                My invoice was identical. It's clearly stated UPS! I hope you are right and I will be nicely surprised by a postman on Manday.

                                                 

                                                @Customer Service: Please can you finally OPENLY DECLARE what it means to be charged for UPS and what for Royal mail?

                                                 

                                                Pavol

                                                  • Re: Farnell - non-UPS delivery method for non-UK customers??? Disappointing!!!
                                                    morgaine

                                                    Farnell UK's delivery charges are clearly detailed on their website under "Delivery & Tracking":

                                                     

                                                    Delivery & Tracking

                                                    Farnell offers fast same day despatch, normally delivered to you free the next working day.

                                                    Standard free next day delivery

                                                    • Same day despatch when you order before 8.00pm
                                                    • No minimum order quantity
                                                    • Goods under 1kg will be delivered by Royal Mail
                                                    • Goods over 1kg will be delivered by UPS standard next day delivery
                                                    Please note next day delivery can not be guaranteed in all areas of the country. If you would like to specifically request UPS standard delivery (irrespective of goods weight) we reserve the right to charge £2.99.

                                                    Need it quicker than next day?

                                                    Farnell offer a range of competitively priced guaranteed UPS* express delivery services:

                                                    • Weekdays pre 9.00am - £19.50
                                                    • Weekdays pre 10.30am - £12.50
                                                    • Weekdays pre 12 noon - £9.50
                                                    • Saturday pre 12 noon - £15.50

                                                    Same day delivery is also available. Please contact us for current pricing.

                                                     

                                                    On a Farnell UK's order page and in their emails, the normal next-day Royal Mail delivery appears as "Basic Shipping:  £0.00", in other words the Royal Mail delivery charge is built in and not quoted.  If you choose UPS delivery then this line changes accordingly and shows you the actual UPS delivery charge.

                                                     

                                                    I doubt that the basic Raspberry Pi package without accessories weighs 1 Kg or more, so unless you specify UPS then it should come by Royal Mail, and no extra charge made for shipping.

                                                     

                                                    HOWEVER (and it's a big however), Pi appears to be coming from their "export" site even when both the depot and the recipient are both in the UK, and that site may be doing things differently to the normal Farnell UK site.  I hope that they don't screw this up.  The "normal" Farnell UK has a deservedly good reputation for efficiency and transparency of their ordering + delivery process, so it would be unfortunate if this were tarnished by the export site messing up.

                                                     

                                                    Morgaine.

                                                      • Re: Farnell - non-UPS delivery method for non-UK customers??? Disappointing!!!
                                                        cherrie_PI

                                                        It seems, that Farnell won't answer this question clearly anymore...

                                                        Pavol

                                                          • Re: Farnell - non-UPS delivery method for non-UK customers??? Disappointing!!!
                                                            cherrie_PI

                                                            Closing thread:

                                                             

                                                            Farnell, thanks for RPi. It has arrived today to Slovakia (one week later since invoiced). Despite of a little bit of misinformation in your invoicing system and based on the fact, that you never clearly stated the truth - It will be set by Royal mail, even stated UPS on the invoice, we apologyze for inconvinience, it will take generally up to one week - my RPi safetly arrived.

                                                             

                                                            Kindly regards,

                                                             

                                                            Pavol.

                                                              • Re: Farnell - non-UPS delivery method for non-UK customers??? Disappointing!!!
                                                                absro

                                                                Yeah... I have the same issue with non-UPS.

                                                                I ordered the RPi, I paid the amount requested, which includes about 5 GBP for UPS delivery (explicitely stated somewhere).

                                                                On May 29 they sent the package (I don't know if by UPS or regular postal service - they didn't answer my question). Anyway, the delivery method doesn't really matter, because they didn't print the whole delivery address I entered... they missed the last line, which contained the floor and the phone number, so I suppose the carrier arrived in front of a 12 story building, with more than 1000 employees, and then went home.

                                                                After a while they resent the package, this time via regular postal service - so no tracking number, nothing. When I asked about some details (when it was sent, from where etc), they didn't answer. The only answer was that if I don't get it 20 working days I should contact them. I suppose I'll just ask for a refund if the package won't arrive in the next days and order from RS Components, even if I'll have to wait a few months more.

                                                                So this is my first and last order from Farnell, and I'll tell the story to all my friends, so they'll know they should avoid Farnell as much as possible. I suppose they won't really care about the small-scale bad publicity, because if they would care, their attitude towards clients will be different, but that's my only way to retaliate when I experience this kind of attitude.

                                                  • Re: Farnell - non-UPS delivery method for non-UK customers??? Disappointing!!!

                                                    I can reassure you all that no-one has been charged for a UPS delivery in Europe where Raspberry Pi's are being delivered via our Royal Mail Service.

                                                     

                                                    On some of our European transactional websites and paperwork UPS is stated as a delivery method; this is something we are not able to amend purely for the Raspberry Pi. As stated above we are not charging for a UPS service.

                                                     

                                                    Farnell element14 Raspberry Pi Customer Support Team

                                                      • Re: Farnell - non-UPS delivery method for non-UK customers??? Disappointing!!!
                                                        absro

                                                        Oh well.

                                                        On the Romanian version of Farnell's site (http://ro.farnell.com/jsp/support/support.jsp?ICID=i-6a41-00001002&formpage=farnell/ro_RO/support/order.jsp#delivery) it's stated (the translation is rough but you can get the idea):

                                                         

                                                        Farnell offers fast same day delivery, the products are normally delivered the next working day.

                                                         

                                                        Standard delivery

                                                        * the delivery tax for online orders is only 20 RON (note: about 4 GBP - without VAT)

                                                        * same day despatch

                                                        * when you order before 18 o'clock

                                                        * there is no minimal quantity to order

                                                         

                                                        Tracking

                                                        After placing an order, you can check its location.

                                                        Online - access "my account" and select "order history", where you can see the reference number for you order. Click on the order number you want to find out more details and get the tracking number, which can be used through UPS.

                                                         

                                                        On my order's page is clearly stated: delivery method UPS.

                                                        The price:

                                                         

                                                        Bunuri Subtotal:

                                                        116.54 RON

                                                        Livrare fundamentala:20.00 RON

                                                        TVA:

                                                        32.77 RON

                                                        Total:

                                                        169.31 RON



                                                        You can see there that the delivery tax is 20 RON.

                                                         

                                                        When I placed the order, I got a confirmation email stating:

                                                        Metodă de plată: Carte de credit

                                                        Metoda de livrare selectată: UPS (nu se aplică pentru produsele Newark cu expediere directă şi nici pentru produsele care nu se află pe stoc)

                                                         

                                                        That means:

                                                        Paying method: credit card

                                                        Selected delivery method: UPS (not applicable for Newark products with direct delivery or for products that are out of stock)

                                                         

                                                         

                                                        So, what can I understand from all that? I paid the normal UPS delivery costs or not?

                                                         

                                                        The actual sum paid is a little bit bigger than 169.31 RON, I assume that's because of the exchange rate when the delivery took place.

                                                         

                                                        And my biggest issue is not the fact that it was sent via Regular mail instead of UPS, but that there were a lot of mistakes and even if it was sent more than 3 weeks ago, I still haven't got it; for example, the packages from Amazon UK arrive in 4-5 days.

                                                        • Re: Farnell - non-UPS delivery method for non-UK customers??? Disappointing!!!
                                                          cherrie_PI

                                                          Please, state it CLEARLY on your websites and not only here in the forum!

                                                            • Re: Farnell - non-UPS delivery method for non-UK customers??? Disappointing!!!
                                                              Roger Wolff

                                                              Right!

                                                               

                                                              This whole thread I think Pavol was overreacting a bit, but this time I think he's right.

                                                               

                                                              On the raspberry pi "promotion" page and with the order, there should be something like: "Although Farnell has a global contract with UPS for delivery of most orders, due to the extreme cost-pressure on the Rasberry pi product not all of them can be delivered using UPS. Some will ship using ... "

                                                               

                                                              This needs to be reiterated on the invoices, with the addition of: "even though this invoice may say 'UPS shipping'. "

                                                            • Re: Farnell - non-UPS delivery method for non-UK customers??? Disappointing!!!
                                                              absro

                                                              @Customer Support - can you please answer my question? I detailed the prices, I was charged 20 RON+VAT (about 4,5 GBP) for delivery. Is this supposed to be UPS delivery or Royal Mail delivery? According to EVERYTHING on the order page, Farnell help page, email etc, the delivery method is UPS. I didn't receive any message from Farnell stating that the delivery will be via Royal Mail, there was NO mention of this on the order page, there was NO mention of this when I placed the preorder.

                                                              After more than 3 weeks I didn't receive my package. I order a lot of stuff from Amazon UK and the packages delivered via Royal Mail arrive in less than 1 week (some of them in 3 working days).

                                                              And the biggest issue is the fact that noone cares to explain what happens. I have 5 mails from a Farnell customer representative and she failed to provide me answers to my questions: WHEN was the package sent, WHAT was the full address (they failed to put the full address the first time - they missed the last line, which contained the floor and phone number) and FROM WHERE it was sent (I assume UK but I'm not 100% sure).

                                                                • Re: Farnell - non-UPS delivery method for non-UK customers??? Disappointing!!!

                                                                  Hi Bogdan,

                                                                   

                                                                  As previously mentioned I can reassure you that no-one has been charged for a UPS delivery in Europe where Raspberry Pi's are being delivered via our Royal Mail Service.

                                                                   

                                                                  On some of our European transactional websites and paperwork UPS is stated as a delivery method; this is something we are not able to amend purely for the Raspberry Pi.

                                                                   

                                                                  Regarding your other questions please can you send us a Private Message detailing your order reference number, date you received your dispatch email, and country in which you placed your order so that we can look into this for you.

                                                                   

                                                                  Many thanks,

                                                                   

                                                                  Farnell element14 Raspberry Pi Customer Support Team

                                                                    • Re: Farnell - non-UPS delivery method for non-UK customers??? Disappointing!!!
                                                                      oldwrinkly

                                                                      All the same, there does appear to be a problem with the last line of delivery address, perhaps only for export sales. I've just received notification of despatch for my RPi, but it doesn't seem to mention France on the bottom line, although this is there on the invoice address. I was very impressed with the speed of despatch, but it will be less impressive if the package starts going round in circles!

                                                                        • Re: Farnell - non-UPS delivery method for non-UK customers??? Disappointing!!!
                                                                          Roger Wolff

                                                                          Postal services get slow when the address is incorrect, but usually they work it out in the end. My mother once got a "thank you" card from someone addressed to: "grazing horse, <town>" ("grazing horse" is the title of one of the little statues she made). Her name has nothing to do with "horse". No country. No street. It took months, but the card finally arrived..... From markings on the card it had been travelling through several middle eastern countries before finally coming to Holland (the Netherlands).

                                                                           

                                                                          So, if your town sounds a bit French, it's likely to end up in France on short notice and not suffer a noticeable delay.

                                                                            • Re: Farnell - non-UPS delivery method for non-UK customers??? Disappointing!!!
                                                                              John Beetem

                                                                              Roger Wolff wrote:

                                                                               

                                                                              So, if your town sounds a bit French, it's likely to end up in France on short notice and not suffer a noticeable delay.

                                                                              Or else Wisconsin (USA): Fond du Lac, La Crosse, Prairie du Chien, Eau Claire...

                                                                                • Re: Farnell - non-UPS delivery method for non-UK customers??? Disappointing!!!
                                                                                  oldwrinkly

                                                                                  Or else Suisse Romande, or Wallonie (French speaking Belgium) or Amerique du Nord (Québec) or any number of countries in Francophone Africa ....

                                                                                   

                                                                                  I once sent some urgent IT equipment from the UK to "Switzerland" by Datapost, the UK's high-spec EMS service at the time. When it finally arrived, over two weeks late, the labelling indicated that it had had a very nice trip via "Swaziland"! It has to be admitted, and I'm British, that the UK finds that one foreign country is about as foreign as any other country.

                                                                                   

                                                                                  Uncle Matthew in Nancy Mitford's The Pursuit of Love (I believe) sums it up very nicely with the comment - "Fog in Channel - The Continent is cut off!".

                                                                                   

                                                                                  The point is that Farnell need to look into just why their systems are truncating the last address line. This is simply unprofessional and indicates that they're not responsive to their customers. They may not wish to believe this, and may find loads of excuses, but if this is happening, Farnell need to find out why.