[bksvol-discuss] Re: Plustec opticbook 3600 scanner tech support

Very good idea Laura Ann. Easier said than done, sometimes.

Blessings.

Lynnsky

----- Original Message ----- 
From: "Larry Lumpkin" <llumpkin@xxxxxxxxxxxxx>
To: <bksvol-discuss@xxxxxxxxxxxxx>
Sent: Saturday, December 06, 2008 5:33 AM
Subject: [bksvol-discuss] Re: Plustec opticbook 3600 scanner tech support


and then get his supervisor's supervisor.  Keep chewing your way to the top.
----- Original Message ----- 
From: "Laura Ann" <agapetouchmassage@xxxxxxxxx>
To: <bksvol-discuss@xxxxxxxxxxxxx>
Sent: Saturday, December 06, 2008 12:06 AM
Subject: [bksvol-discuss] Plustec opticbook 3600 scanner tech support


>
>
> hello,
> I have had to contact Plustec about the opticbook 3600 scanner at least 4
> to 5 times in the past month.
> I have been stuck with the same tech support person each time...I believe
> his name is George.
> The first call  he would ask to put me on hold then take personal calls on
> his cell phone after just laying the phone down.
> He would carry on entire personal conversations very loudly....then come
> back on like I have been on hold and hadn't heard the whole conversation.
>
> My scanner lamp stays on constantly unless you turn off the scanner
> completely when not using the scanner.
> The quality of the scans I was getting has been leaving out words and
> distorting other works like Tm for I'm
> die for the. and many more issues.
> I would have numerous probelms on every page.
> I know this is not what should be happening.
> Many of you use the opticbook 3600 scanner and K1000 v 11 and get
> beautiful results.
>
> I have optimized in K1000 and worked with the brightness settings.
> I have used the scanner with more than one computer as well.
>
> When I contacted the teck support about the lamp and having probelms with
> accuracy with scans the plustec tech support man was very condescending.
>
> He told me I had the wrong drivers and directed me to download the
> corperate drivers.
> This ended up causing lots of problems.
> I was finally able to get the correct drivers and get them installed but
> still had the probelm with the lamp staying on constantly.
>
> The tech support person same man his name is George, was extremely rude
> again....he makes comments under his breath about adaptive technology and
> that it is a waste of money.
> and how we should be using plustec's products and wouldn't have these
> issues.
> Many of you know plustec software is very inaccessible for blind users..
>
> I have had to contact him back and forth and can't seem to get anyone else
> to take my calls.
> I emailed a request for tech support and got a response from the same man
> but part of the message was missing.
> He then called and left me a message on how to turn on the lamp for my
> scanner.
> My problem was the lamp staying on.
> He can't seem to comprehend that.
> He doesn't listen and is very rude and hateful.
> When I explained it again he sarcastically said "why didn't you say that
> to begin with"
>
> I then explained the errors of missing words when scanning a book and he
> makes more sarcastic remarks.
> such as oh well that would have been helpful to know at the first why
> didn't you mention it.
> I had told him that.
>
> I requested to be able to return the scanner and recieve a new one since
> mine is under 90 days old.
> He told me I would have to scan the invoice and email it to and he gave
> the email address.
> He then put me on hold to speak with his supervisor.
>
> I spoke with her and she told me they would replace the scanner with a
> used one or work on mine.
> I told her how the tech support man had treated me and she breezed right
> over it and was short and insistant they do not replace  defective
> scanners that are new with anything but used scanners or fix the broken
> one and that I needed an RMA to ship back and george would give it to me.
> She told me I would attach a copy of the invoice with the form he would
> email me and ship it to them.
>
> She transferred me back to tech support and George.
> He came on the line with a very impatient voice saying I can't give you an
> RMA until you email me a scanned copy of the invoice.
> I told him the office manager had said he would give me the RMA and I
> would attach the invoice.
>
> He told me he wouldn't give me an RMA until I emailed him proof I owned
> the scanner.
>
> I used a firm tone of voice and told him the scanner won't scan the
> invoice that is why I am contacting you.
>
> He hung up on me.
>
> I just wanted to share about Plustec's tech support.
> I thought since they have such a demeaning attitude toward blind users and
> adaptive software you would all want to know.
> He is belittling toward women as well and very very rude.
> I don't know what happened to customer service but plustec does not offer
> quality customer service.
>
> I do like the scanner and it is fast.
> I love my K1000 its an excellent product.
>
> I however am not at all impressed with Plustec's tech support.
>
> I will continue to try to get the scanner lamp and brightness settings to
> work.
>
> I am concerned with the phone contact I have had that if I did mail them
> my current scanner I might get more trouble in what they send me.
>
> Oh and early in communication the Tech support man George said that if I
> return this scanner due to the lamp staying on I would most likely get
> one that had a faulty condenser for the lamp and then it wouldn't come on
> at all.
> I ask if he was saying the new scanners came out of the box broken and he
> replied yes....that they had problems and I should just keep what I have.
>
> Thank you for listening.
> I don't know how else to make a difference here so thought I would post to
> the list and let other blind users know how plustech treats us.
> Be ware if you have to contact them.
> If your scanner works great its a wonderful product.
> Just ope it never needs warnty work.
>
> Laura Ann
>
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