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 > > To unsubscribe from this list send a blank Email to > bksvol-discuss-request@xxxxxxxxxxxxx > put the word 'unsubscribe' by itself in the subject line. 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