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UMAX Complaint - Customer Support

Review by ebony.turner@ey.com on 2002-02-28
(Private address deleted)

Consumer Complaint Division
UMAX Suppport
11343 N. Central Express Way
Dallas, TX 75243

Dear Consumer Complaint Division:

In March 2001, I purchased a UmaxScanner from Gateway. Had I known just how inadequate and incompetent your product and your customer support is I would not have spent my hard earned money on this item.

When I pulled the scanner out of the box I noticed a scratch in the glass, so I called for a replacement.

Now the problem that I am having with the scanner is the function of scanning in objects. Since your customer support hours are during the hours that I work (which is ridiculous, and you donot have a 1-800 number, I had to try and trouble shoot the item via e-mail. Oh, how could I forget to mention the wait time for a representative and the no-response via e-mail that you have. The shortest time that I have ever held for a representative is about 45 min. I had constantly e-mailed customer support, but no one would e-mail me back after they responded one time, but my problem had still not been resolved.

I finally got a case number and an RMA number, sent the defective scanner back, and guess what I received another defective scanner. The new scanner tha I received not only has a scratch in the glass but it the power cord does not fit into the output in the back of the scanner. This makes me think that Umax is not sending me a NEW scanner, but a used one.

To resolve this problem, I would like a total refund, but this morning, I was told by Alvin Dean that it is not possible to receive a refund due to the fact that I purchased the scanner through gateway. I am hoping that the next scanner that is mailed to me will not be defective. If so I will take this to another level, believe me...

Due to your defective products and your terrible customer support, I will not, I repeat will not ever purchase another product by UMAX, and as I view other reviews concerning your company,support and products, I see where I am not the only one. I will most defintely pass my experience with Umax on to others.





At the very least I would like a response from your company regarding this incident. Thank you for your time.
Comments:2 Replies - Latest reply on 2002-02-28
Posted by Anonymous on 2002-02-28:
But you wrote another letter to Dukane Technical Services regarding the cleaning of your computer equipment after they were smoke-damaged. Not to mention a letter to a cleaners regarding their service after you sent all your smoke-damaged clothing out to be cleaned. So did your scanner get damaged in the fire, and now you want Umax to replace it?

And by the way, thanks for leaving your address and phone number on the web where everyone in the world (literally) can see it!
Posted by Anonymous on 2002-02-28:
Oh, and by the way, I have had a Umax scanner for several years, and have had absolutely no problems with it. That goes for quite a few other people I know, too. They are great!

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