LaserSoft Imaging

have currently emailed the customer service and the support section with what i think is a pretty simple question .. it can either be done or cannot ...
and yet after 2 weeks waiting still have had NO reply .
what's the time turnaround with the help line ?????????????????????????????

with a recent hard drive update to my computer i inadvertently lost my silverfast A1 program and negafix update . no problem re-installing the original program again .....
except for the site downloaded negafix update .
with user name and password detail on hand endeavoured to re-install my negafix download ...all to no avail . subsequently sent off emails to both help sections with purchase dates/item numbers/plastic card details of my purchase asking was it possible ??? and why i could not re install ???
to date no answer .
having only purchased the update some 3-4 months ago would prefer not to re-purchase .
has anyone any idea of lasersofts policy on this situation ????
or do they ever answer their queries???

signed erotav/new zealand.

On 2002-01-27 14:16, erotav wrote:
have currently emailed the customer service and the support section with what i think is a pretty simple question .. it can either be done or cannot ...
and yet after 2 weeks waiting still have had NO reply .
what's the time turnaround with the help line ?????????????????????????????

Normally a few days at most, although judging by some of the feedback on the forums some seem to slip through the net

with a recent hard drive update to my computer i inadvertently lost my silverfast A1 program and negafix update . no problem re-installing the original program again .....
except for the site downloaded negafix update .
with user name and password detail on hand endeavoured to re-install my negafix download ...all to no avail . subsequently sent off emails to both help sections with purchase dates/item numbers/plastic card details of my purchase asking was it possible ??? and why i could not re install ???
to date no answer .
having only purchased the update some 3-4 months ago would prefer not to re-purchase .
has anyone any idea of lasersofts policy on this situation ????
or do they ever answer their queries???

signed erotav/new zealand.

You must be using the wrong Password and User Name for the 5.5 download page. The Password, User Name for Version 5 is NOT the same as for version 5.5. Also the serial number for version 5.5 is different to version 5. Assuming you have a legitimate version 5.5 serial number I would VERY MUCH doubt that you'll charged again for the 5.5 update.

What scanner are you using????

ILyons:

I think that more than "some" slip through the net! I myself was lucky and got the initial answer within days. The President of LSI spotted a critical post of mine in another forum and generated yet another contact. Neither contact solved my problem but one contact issued a RMA# which I guess is one way to solve a problem!

I think that LSI ought to thank, if not pay you for spending so much of your time here trying to help users. You must really believe in their product to do this.

Well !!!!! some action at last with a vengeance .
Thank you to the two member postings for some light on the subject - and the personal note from the lasersoft president .
someone is really reading these forums .
Yes !!! I have been using the version 5 password and serial numbers as I have lost the 5.5 ones ? and yes !!!
I do/did have legitimate versions of both programs .
the problem of course being with the 5.0 CD there was no problem re-installing ..but the 5.5 being downloaded from the net is the one causing me my problem .
The scanner I am using is the poloroid printscan 120 .
Will pass on my purchase details to ?el presidente? and see if anything can be sparked off from there . otherwise will have to reinvest in another download and this time keep a backup lurking safely in the family vault . thank you .

Yes !!! I have been using the version 5 password and serial numbers as I have lost the 5.5 ones ? and yes !!!

Been there, done it and wore the knees of my pants out crawling for new ones

That was in the days when support was a one-man-woman band! Yeh, and the list extended beyond LaserSoft products - highly embarrassing



Ian

<font size=-1>[ This Message was edited by: ilyons on 2002-01-28 00:00 ]</font>

Lost password for NegaFix upgrade, etc

Dear Sal,

I have already emailed you that nobody has received your emails and requested that you forward them to me and I will take care that you get your passwords again.

So far I have not received any email from you.

Best regards

Karl-Heinz Zahorsky, CEO