Jerry Oostrom wrote:
> I have my Acer scanner sent in for service, but
here in Holland they had not heard about a replacement programme. In fact
they are trying to repair my defective one.
> And they are until now unable/unwilling to see the problem of the scanner:
background noise, devastating for negatives in general or the dark part of
slides.
I suspected that not *all* Acer services world-wide might be replacing
defective scanners, and sadly it seems to be the case after I gave them
"free advertising," as it were. :-(
Jerry's problem was identical to mine. There was one difference: I mentioned
to the Customer Service rep that the scanner was producing a similarly-bad
scan with the non-Twain Vuescan driver (this, after some idiot told me to
uninstall all my Twain files, which of course rendered nearly *all* of my
imaging programs inoperable and requiring re-installation).
What this tells me is that my customer service representative was at least
willing to admit being baffled by the problem, and Jerry's CS rep is not,
and instead is "muddling on" looking for something that is very elusive to a
non-photographer! Not a good state of affairs, especially not for Jerry.
I hope that Honda Lo is still auditing this list. If not, Jerry, I'd be
happy to supply you with his email address. :-)
Best regards--LRA
> -----Original Message-----
> From: Lynn Allen [SMTP:lalle@email.com]
> Sent: Saturday, April 28, 2001 2:41 PM
> To: filmscanners@halftone.co.uk
> Subject: Re: filmscanners: Cleaning slides
>
> Art wrote:
>
> > These same companies that immediately offer free
> repairs or replacement when a product doesn't meet functionality after
> minimal usage?
>
> To their everlasting credit, Acer *does* in fact replace, rather than
> repair, defective Scanwits with new ones. At least in the US, as I know
> firsthand.
[Oostrom, Jerry] I have my Acer scanner sent in for service, but
here in Holland they had not heard about a replacement programme. In fact
they are trying to repair my defective one. And they are until now
unable/unwilling to see the problem of the scanner: background noise,
devastating for negatives in general or the dark part of slides. Luckily
they are still testing for the problem, but I was disappointed when I saw
their sample scan, which of course looked good: the scan was cropped to
29x14mm (ratio 2:1), whereas I scan full-frame 36x24mm (ratio 3:2). I said
they probably didn't do a full frame scan and thereby unintentionally left
out the parts of the CCD line/array that are failing, they responded that
they performed a full frame scan. Then I responded: how strange, look at the
ratios, the dpi etc... Now I am waiting for their answer...
It is terrible: they are friendly, very willing to help and I want
to keep it that way, but it sure is hard to explain such an apparently
elusive problem to them while minimizing the risk of offending them on how
they test my scanner.
[Oostrom, Jerry] :-(
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