LaserSoft Imaging

Initially, I posted to this forum the problems I was having with Silverfast AI 6 - simply put, it wouldn't run on my XP machine without crashing. I was instructed to contact support@silverfast.de, which I did - twice - giving every detail I could. It's been over a month, and I NEVER received any response from support. Even a short email giving a few suggestions would have been nice. Something to at least acknowledge that they had received the emails. I would have been able to accept that, rather than just not bothering to contact me. Is this the way Silverfast treats its customers? Why did I pay to upgrade from Silverfast 5 when I can't even use it and can't get needed - and promised - support?

And, to add insult to injury, today I receive an email from info@silverfast.de with their summer offer of upgrading my Silverfast. Upgrade, when I can't even use the one I have?? My emails for support go unanswered but I do get offers? You must be joking! Talk about throwing out good money after bad...

I have decided to sell the scanner with the latest version of Silverfast, but with a big warning to the new owner that the software might not work and to not depend on getting any support from Silverfast. Needless to say, my husband and I can no longer encourage our customers to buy Silverfast software.

Sherie Haunzwickl

I searched in our emails for your name, but didn't get a hit. Could you please tell, when you send the mail, so I could have a look ?
At normal we answer at the same day, sometimes the new day on every support mail.

kind regards,
Kristian Kratzenstein

You could also write to Nikolai.Hasert@silverfast.com. I've now two weeks vacation, so it makes no sence to use my adress kristian.kratzenstein@silverfast.com.

I sent two emails - one on 9 July and the other on 23 July. I have a copy of both in my files. I also posted my problem on two forums - Film Scanners: Kodak on 2 July and All Other Problems on 22 July. On one forum, it was suggested that perhaps the scanner wasn't installed right - to which I replied that it was. No other suggestions were forthcoming.

Even IF both mails had not been received by Silverfast, which I highly doubt, then the problem was also mentioned, in detail, on the forum.

Sherie Haunzwickl