We had an issue with an old order and extended warranty. Lucas at Span was incredibly helpful in getting the matter resolved and definitely deserves ten out of ten Nigel
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A truly incredible experience. Somewhat felt like I have my own IT support around the corner. At 09.00am I had a failed drive on my NAS and by 12.30 this was replaced with a brand new. Lucas... See more
Company replied
Due to my old QNAP NAS drive not working I needed to get my old drive repaired or purchase a new drive. I emailed SPAN, supplier of the original NAS drive, asking what my options were regarding eith... See more
Company replied
Ordered a Qnap TVS-872 NAS with 8X Seagate HDD and 2 Seagate SSDs. It was sitting on my desk in Ireland by Wednesday morning with disks fully installed and configured. I immediately had a sup... See more
Company replied
Company details
Information provided by various external sources
Based in London, UK, we have been supplying data storage hardware & software worldwide since 1994. Our technical advisors can help you choose the right solution for your needs, and look after you if things go wrong. If you're looking for hard drives, cables, enclosures, NAS storage, RAID servers, SAN setups, or anything in between, give us a call !
Contact info
Unit 19, Red Lion Business Centre, KT6 7QD, Surbiton
- 020 8288 8555
- sales@span.com
- www.span.com
Absolute scammers.
Absolute scammers.
Before sale there reps will be all over you.
After purcahsing there recommended product and when you will lose the data from there faulty products they will pass the blame on to you and say we are not the recovery company.
The fact is that my products are still under warranty take you faulty products or refund.
Muhammad
27 January 2021
Unprompted review
Reply from SPAN.COM
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.
Great Service
Thanks for setting up my NAS so that it was ready to go as soon as I got it. Thanks to Robbie for all the helpful YouTube videos which helped me decide which NAS to buy.
27 January 2021
Reply from SPAN.COM
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.
Outstanding Service!
Great service - with care. Communication about my order and my options when availability was restricted was timely, thoughtful and very helpful. A great company to do business with!
27 January 2021
Reply from SPAN.COM
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.
To Germany
Expeditious delivery. Safe packed up. All devices with complete equipment and functioning. Thanks!
27 January 2021
Reply from SPAN.COM
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.
Every changing delivery dates, still no goods
I placed an order back on the 8th of January, at this point I knew the order was due to be in stock / delivered around the 19th of January.
I was updated via email twice advising a change in the delivery date which I can understand. My last update advised my order was due in on the 22nd, the 22nd has been and gone, unfortunately you failed to provide me with an update. I had to email on the 25th to ask for an update on my order.
My update was pretty disappointing. I was advised my items were still not in stock, but would be tomorrow the 26th. This seemed positive. They even asked if I wanted them to build my custom NAS.
I politely said no as I just wanted for my order to be dispatched ASAP, I questioned how quickly this would be happen.
We are now on the 26th at 23.26 no confirmation of my delivery being received, no confirmation of my order being sent. No response to my last email at all. Very poor, very disappointed.
I haven’t used to your company before, and going forward unless things are corrected quickly I won’t be using you moving forward. I would be happy to provide your staff some training on customer service, having over 24 years of proving a high level of service and a returning client base of over 10,000 I feel I am well suited to help you.
In every walk of life clear communication is key, even if it isn’t good news it how you deliver it. This is what separates you and makes you stand out. People only want the truth and to be kept updated. if you can’t get the basics of talking people or communicating with your clients you shouldn't really be in business. This may seem harsh. In my line of work i don’t over promise then under deliver.
I look forward to discussing this with you in more detail.
26 January 2021
Unprompted review
Reply from SPAN.COM
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.
Good prices and pre sales support.
Good prices and pre sales support.
Let down by a later than originally suggested delivery (2 days) and the fact the pre-built installation was configured with only SHR rather than SHR-2 as requested.
26 January 2021
Reply from SPAN.COM
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.
Item quickly delivered, this time on a Saturday
Item quickly delivered on a Saturday, was not expecting that but great! Item as ordered and worked fine.
I have always had a good experience with Span, knowledgeable and trustworthy.
24 January 2021
Reply from SPAN.COM
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!
Span are a great supplier
I’ve used Span a number of times now having been led there by Nas Compares YouTube channel. The thing with data is that it must be reliable, so you want to buy components from a trustworthy source. I personally won’t take the risk buying from a potentially slightly cheaper source and have that nagging doubt hanging around. I trust the guys at Span, I’ve consulted them on a few projects when looking for advice and I’ve never had the hard sell. It’s been honest answers. Highly recommended.
23 January 2021
Reply from SPAN.COM
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.
Excellent...!
Excellent prices, highly communicative service through to a quick delivery. I especially like Robbies YouTube videos that explains all the latest technology and answers questions to allow us mere users to make informed decisions. Why shop anywhere else.
22 January 2021
Reply from SPAN.COM
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.
Payment taken, item not in stock, constant delays
Ordered some ram and expansion for a Nas drive, payment taken straight away yet items not in stock, told item would arrive for shipment, then told replacement item advised which is out of spec, could have shipped the RAM which was requested to be sent separately as in stock, but no, cancelled order will buy elsewhere nearly 2 weeks after placing an order...try Amazon instead
20 January 2021
Unprompted review
Reply from SPAN.COM
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.
Nice people to buy from
Nice people to buy from. And if you need, they can answer some technical queries if you are unsure before you buy. I found them very honest in this regard and not trying to 'oversell'. I have purchased from them in the past and will do again.
The only slight downside is the cost of postage. There is no free option regardless of how much you spend. My purchases did however arrive very efficiently the following day.
20 January 2021
Reply from SPAN.COM
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."
Reply from SPAN.COM
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.
Great service
Great company, wide range of data storage equipment. Swift communication. Great service, items arrived quickly. Thank you!
19 January 2021
Reply from SPAN.COM
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!
Reply from SPAN.COM
Thank you for the full score review Ron and for choosing SPAN.COM for your data storage needs. Have a lovely week.
Great Price and Service
Not only the best prices I could find on the internet, but also they set it up with my Raid configuration of choice, and delivery was still less than 4 working days.
These guys really are the go to ones for anything NAS related. Highly recommended.
18 January 2021
Reply from SPAN.COM
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.
Fantastic service again.
Fantastic service again.
Slight delay due to stock coming in but otherwise everything went as specified.
Thank you Span.com
16 January 2021
Reply from SPAN.COM
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.
Quality kit.
15 January 2021
Reply from SPAN.COM
Thank you for the full score review and for choosing SPAN.COM in 2021. Have a great weekend!
Great Srvice
very happy with the unit and the service from Span. All i had to do was plug it in and I was redy to go.
15 January 2021
Reply from SPAN.COM
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.
Reply from SPAN.COM
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.
2nd experience catastrophic
No reactivity after payment.
2 devices omissions in the package .
And the best : I have to pay 44€ of customs after the expedition of the rest .
That takes the cake .
But the guys are sympathic when answering by mail .
14 January 2021
Reply from SPAN.COM
Thank you for taking the time to review us, Pascal, all feedback is important and even a 2 star review shows that we still have work that needs to be addressed. Regarding the shipping error, I have spoken with the initial product error, this was down to a communication issue between team members working in different rooms (social distancing etc) and around the products for memory and caching. We apologise for this error, have sent further hardware and I understand that a senior member of our sales and support team is in discussion with you on the matter of customs on this order. Thank you for your compliments to our customer service teams and for choosing SPAN.COM for your storage needs in 2020. Have a great weekend.
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