Is it fair?

[jangel]

I was very frustrated with Kodak's software for RFS 3600. SilverFast promised me that their software would work beautifully with the scanner. So I bought version 5.5. I just couldn't get it to work. Was told to get an update. Didn't help. A new update was then available. Didn't help.
The scanner has spent its life in the box. I now decided to give it another try. Downloaded the latest software and the latest firmware from Kodak. Got the latest update from SilverFast. Still no good.
Now I am told that SilverFast has discovered the problem in 5.5 and fixed it in v. 6.

Forgive me for being grumpy, but is it right that the solution to a problem with a product is to buy yet another product?

The problem is that I am unable to scan anything but the first frame, but I will address this in another thread. In this post I just want to address the question: Is it fair that the solution to a bug in a programme is to buy another version?

Regards,
Jorgen Angel

[President_LSI]

Kodak RFS 3600 support

Dear Jorgen,

I fully understand your concern, but would like to explain our situation:

When we started the relationship with Kodak, there was a bundle agreement that guaranteed us some revenue for the development investment. Now since Kodak discontinued the contract and the product, it was fully on our expense to do further support the product as a courtesy to our customers, but we have to cover costs for our developers and support. On top of that we have been dependent on a SDK from PIE who is the manufacturer of the scanner, which in addition placed a burden on our development.
The sum of those reasons explains why we cannot go back and redesign old versions that have been based on a faulty SDK from Kodak (Kodak had co-developed that with PIE).

We are doing our best to fix problems as soon as possible and try to be as independent as possible with our development. Only that assures that we can do the best for our customers. The new revised Version-History is reflecting our efforts to serve our customers better.

hoping for your understanding,

med venlig hilsen!

Karl-Heinz Zahorsky
President
LaserSoft Imaging

[jangel]

Dear Karl-Heinz,

Thank you for your reply, I appreciate that.
Just for the record: I did not get a bundle version of SilverFast with my scanner. I bought the programme as it was not bundled with the scanner here in Denmark.

I understand what you say about your relationship with Kodak. And I do appreciate that you keep supporting the product as a courtesy to your customers - it is a credit to you.
On the other hand I hope you understand my frustration having bought a programme assured it would work perfectly with my scanner, and then learn that the only way to get it to work is to buy some more.
The $65 for the upgrade won't kill me, I just wanted to make sure that this is the way things are.

med venlig hilsen,

J?rgen Angel