Terrible customer support! Beware.
Pros:
Fast and convenient, when it works, but not reliable
Cons:
Absolutely horrible customer service and outdated software.
The Bottom Line:
A new and faulty scanner that Xerox makes you send back at your expense, then replaces with a reconditioned used unit with obsolete software? terrible
|
|
Overall Rating:
|
 |
|
Author's Review
When it works, it works fine, but be aware of a few things. We needed several of these units. Bought one new to check it out and won't buy another one. We purchased it based on the advertised features and software bundle. The first unit did not work from day one.
Problem 1
We lost 2 days trying to figure what we were doing wrong, finally to find that there is a Mylar feeding strip that was warped and would not allow paper to pass through from the automatic document feeder. We could tape it down flat and it worked great, fast scans and convenient, but that should not be needed on a new machine.
Problem 2
The software that came with it was obsolete by several releases, and some promised software was in beta testing and not even provided. Fortunately we had the latest versions of Omni Pro and PaperPort Pro, so we un-installed the "New" software provided by Xerox and installed the latest versions. Both are fine programs but not necessarily in the versions provided by Xerox.
Problem 3
Called Tech support and customer service at Xerox and advised them of the feeder problem. They have no parts or local service, and told me I had to send it in to be serviced, AT MY EXPENSE, and they would send me a new one. The FED EX cost another $92. I requested that they send the complete set of software, and something that was current.
Problem 4
Sent the machine back, and in about 14 days, received the replacement, which WAS NOT a new scanner, it was a used RECONDITIONED scanner someone else had sent in for repair. So, you can pay close to 2 grand for a new scanner and Xerox sends you a faulty one which they replace with a used one!
Problem 5
the replacement machine had even older software! I called and complained about all this. Was told they always replace machines with reconditioned ones. But they did agree to send me newer obsolete software... that sure made me happy. My recommendation, someone else must make a good scanner and no one else could offer worse customer service, so shop around.
PS Problem 6.
The "new" reconditioned scanner will not feed from the Automatic Document Feeder, but Xerox will replace it if I send it in at my expense.... go figure.
ScanTastik
