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

Part of the problem is they wanna sell u their scanner bat or whatever
the frack they call it--it's $600 & scans & speaks all in 1. Course, I
don't think u can save your scans, so a lot a good that does! U do
need to install their software, whether or not u use it.

Let's skype together & make certain you're using the scanner
properly--I had 1 incident recently where the person was not
positioning the material correctly & the result was, predictably,
crappy scans. I'm not sayin that's true in your case but let's check
it out. At least u know I'll be courteous.

Tech support rudeness under any circumstances is uncalled for,
however. If u can't get any satisfaction w/plustek USA, then write
Plustek Germany & explain your concerns. & tell 'em u don't want their
bat or whatever it is & that Plustek USA needs to get their act
together & fix your problem.

HTH.

On 12/6/08, Laura Ann <agapetouchmassage@xxxxxxxxx> wrote:
> I did she didn't care...., and was not helpful at all.
>
> Laura Ann
> At 05:32 AM 12/6/2008, you wrote:
>>ask for his supervisor.
>>----- 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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>>
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