Scans great...Support NOT!
Written: Jun 13 '00
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Product Rating:
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Pros: Great scans, easy to use
Cons: Very poor support,. Software glitchy.
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| LaBruja's Full Review: Visioneer OneTouch 7600 Flatbed Scanner |
Researching scanners the early months of 1999 indicated that good quality was available at reasonable prices. Reviews in several computer magazines indicated this was especially true of Visioneer. Another favorable point was their reported ease of use. June 1999 I opted for the One Touch 7600.
Problems started with installation. It should have been straight forward but would invariably abort before completion. Technical support at Visioneer informed me this was a software problem and they do not involve themselves with software questions! He actually suggested I return the scanner and purchase a different brand! If mail order returns weren't a HUGE hassle I would have gladly taken that suggestion. Support is at its best in the early days/weeks following a purchase so it was clear I would quickly be 'on my own'. Going verbally "mano a mano" I eventually elicited a grudging willingness to make this their problem. The problem was yet another instance of incompatibility between a new model and the recently introduced IE5! The solution was simple (renaming a file, I think) once the problem had been identified. The hard and frustrating part was getting them to acknowledge responsibility for their product.
The included software remains problematic but I've been pleased with the performance of the hardware. It's easy to use and scans beautifully. I e-mailed support for the included software and received a reply that it is now a part of Visioneer and Visioneer handles all support. Visioneer once again made it plain that the end of the sale is the end of their interest.
I was amused to receive an e-mail from Visioneer 3-4 months following my purchase that offered a 'limited time special price' for an upgrade of their software! I e-mailed a reply describing my problems with their software and the serious lack of support for it. I received a cheesy answer that included an apology, a promise of investigation and the assurance that I would soon be notified regarding the resolution of this. I next heard from them 4-5 months later offering me another 'limited time special price' on their software. AND yet another offer several months later! I've considered sending them a graphically obscene reply but time is too precious.
My experience with this product has been very mixed. I would not recommend it based on the extremely poor support but I feel the unit is an excellent value for the money from the perspective of HARDWARE performance. I would advise that people purchasing it buy locally so they can more easily return/exchange it if necessary. I would also advise that anyone considering it evaluate carefully how much technical support is worth to them. I do not know what my next scanner will be but it won't be a Visioneer. I say that with real reluctance as it's a terrific product if only it was supported.
Recommended:
No
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Epinions.com ID:
LaBruja
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Member: Jacinta
Reviews written: 43
Trusted by: 18 members
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