I have never encountered a corporate culture that as indifferent to customer satisfaction as Brother

Discussion in 'Scanners' started by psa, Feb 3, 2004.

  1. psa

    psa Guest

    -----Original Message-----

    From: Fax\MFC Hardware [mailto:]

    Sent: Tuesday, February 03, 2004 12:45 PM

    To: Harry

    Subject: RE: ****IncidentID:756439**** Customer PIN: PaperPort 9.0 Deluxe
    Feature failure Feature not working (KMM490102V30180L0KM)

    Brother Customer:

    The problem you are describing is a Paperport 8.0 problem. Paperport has
    corrected the problem in Paperport 9.0, however we are not licensed to
    include that software package with our MFC units as Scansoft does not offer
    licensing for the 9.0 software at this time.

    Brother International has adopted Microsoft's required software practices in
    order to provide a more stable computer environment on your computer. The
    WIA specification is to be implemented on all Windows XP applications in the
    future.

    We do not have a Twain driver nor will we be able offer one for Windows XP
    at this time.

    Sincerely,



    Fax/MFC Software Support

    Customer Service

    Brother International Corporation, USA







    Original Message Follows:

    -------------------------

    Thank you for your response.

    I appreciate that Brother only supports PaperPort 8, but this is not a
    PaperPort problem. I am pleased to report that PaperPort 9 seems to work
    just fine with the DCP 8025D. PaperPort 9 provides duplex scanning
    functionality that this machine is capable of, but PaperPort 8 cannot
    provide due to software limitations.

    PLEASE RECONSIDER BROTHERS FAILURE TO PROVIDE XP compatible TWAIN drivers
    for Brother scanners. Brother is unique among scanner manufacturers in not
    providing XP TWAIN drivers. This severely limits an otherwise good product.



    Word is getting out that Brother stands alone in letting its customers
    suffer under the limits of WIA and that Brothers claim that it is not
    possible to provide XP compatible scanner drivers that hold settings is just
    not true.

    I have never encountered a corporate culture that as indifferent to customer
    satisfaction as Brother has been in this matter.



    Harry




     
    psa, Feb 3, 2004
    #1
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