This review involves Mustek.com. Tw, Mustek.com and Mustek.De.
Recently my PC crashed and I had to reinstall Windows XP (SP2). I also had to reinstall my Mustek 1200UB scanner, which I purchased about 8 years ago. However the CD disk that came with the scanner only had the drivers up to windows 2000.
When I visited either the Mustek.com or Mustek.com. Tw websites, I found what I thought were the XP drivers for my 1200UB but the instructions for the installation were so poorly written that they could have been written by a five year old. Not only was the grammar appalling but the instructions appeared to be referring to. Exe and. Lib files that weren’t even there.
When I tried to install the drivers according to my interpretation of the installation instructions, my PC suffered a fatal crash (blue screen of death). The blue screen error codes indicated an incompatibility with a device and/or driver. I had to assume that it was due to the scanner drivers. To say that I was NOT happy with this situation would have been an understatement.
When I contacted Mustek.com they were of little help and referred me to Mustek.com. Tw who in turn did NOT respond at all! Eventually I managed to track down the email address of one of the senior tech support people at Mustek.com. Tw (http://www.mustek.com. Tw/html/global.html) and when I wrote to him about the issues I was having, he replied with “What is your point I can not understand. Please let know what os and model you use”
My email to him had ALL the relevant information including OS and Model number.
As a senior representative of Mustek.com. Tw, he was absolutely no help whatsoever.
He finally stated that “Western Europe not my focus area. Contact Mustek.De”. The problem with this suggestion was that there is no mention of the existence of Mustek.De on the Mustek.com. Tw global site.
I decided to contact Mustek International B.V.in the Netherlands at the same time that I posted my tech support request on the Mustek.De website. Whilst Mustek International B. V replied fairly quickly but referred me back to Mustek.com. Tw. However, Mustek.De took a month to respond with the following
“Please for driver update refer to www.mustek.com. Tw.
In case you would not find the driver for your operating system we are sorry, we can’t help any more. A lot of old scanners did not support new operation system. “
This final advice was ironic, because as I was waiting for a reply from Mustek.De, I managed to find the original email from Mustek.De from 5 years ago where the tech team at the time, had attached a special tool called ‘fixwinxp. Exe’ that would correctly install the XP drivers. There is absolutely NO sign of this tool on the Mustek.com. Tw, Mustek.com and the current Mustek.De websites.
In conclusion, the driver installation instructions and the subsequent customer service support were ABSOLUTELY APPALLING!
If you intend to purchase a Mustek product, be prepared for an almost non-existent support facility should you have any problems.
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