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Author Topic: Customer Service Warning with Plustek  (Read 2324 times)
ilkergoksen
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« on: May 01, 2011, 07:42:18 pm »

Hello Everyone,

I just wanted to share with everyone an email communication that I have had with Plustek, the producer of film scanners. This bad experience happened a few days ago and I wanted to let everyone know what kind of customer service you should expect from Plustek in case you are looking to buy a film scanner. Though I understand one person doesn't represent the whole company, I certainly think that a person assigned to respond customer emails is considered and assumend to be the representive of a company. I hope this helps to you who are considering to buy a film scanner, which is hard to find around these days.

So I've been wanting to buy a scanner recently and considering my options among used Konica Minolta and Nikons and Plustek 7600i. Among the limited options that I have, I was hesitant to invest lots of money on a used 10 year old scanner such as legendary Nikon Coolscan 5000 and I thought I could wait a little more and see if Plustek comes out with a new product that has better specifications. Because their most current products like Plustek 7600i are still behind Nikon and Konica Minolta and it has some features that don't meet my expectations. I wanted to try my chance and emailed Plustek asking if they are planning to bring out a new scanner soon. However, I was completely shocked with the kind of responses that I was getting from Plustek. Below, I am copying and pasting their responses to me and my responses to them. The following communication has been between me and a guy named Edward Dailey from Plustek.

Here is the first original email that I sent;

Dear Sir/Madam,

I would like to ask you if Plustek is considering to bring out a new and
improved 35mm film scanner anytime soon? The current model 7600i seems like a good product but two things that make me not want to buy it is first of all its low D.Max value compared to the dynamic range of negative films and D.Max of other film scanners priced around the same(Konica Minolta 5400 II), and secondly the lack of focus control. The fixed focus of the scanner really decreases its professional value.

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And here is the response I got from Edward Dailey;

I do not think so, because really you are the only person I have herd say that they would rather own a different brand. Read shutterbug magazine article on our product and see if you still have the opinion you have. We already have the best.

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Next, I responded with the following email;

Dear Sir,

I am sorry but reading your arrogant comment about your product is another reason not to buy it. I would suggest you read reviews on Konica Minolta 5400 II and Nikon Coolscan 5000 and see if you still have the opinion you have. They already produced the best 10 years ago and they are still the best.

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And this is the final ignorant comment that I got from Edward Dailey;

GREAT

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So I just wanted to share this with you guys to let you know what to expect from Plustek if you're considering to do business with them. I wanted buy an un-used, new one thinking that I could get better customer service, but seeing how I was treated as a customer, I am not spending even $1 for Plustek. After I sent this same post on flickr, the marketing director of Plustek commented on my post saying that I should call him. Really? I wonder who should be calling who for an apology. What a customer service! So they all look like a bunch of arrogant and ignorant team got together not caring about their customers or what they are selling.

I hope this helps you to get some insight about what you can expect from Plustek that claims to be the best.
« Last Edit: May 01, 2011, 07:53:23 pm by ilkergoksen » Logged
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