SilverFast customer service or the lack of one

[Joosep]

So here is my rant. This all started more than a year ago, but it got reignited when I was talking with a forum member. I wont get into the details, because you will find out the details when you read the emails yourself.

from: Me
to: info@silverfast.de
date: 17.02.14 23:10
topic: SilverFast
Hello!

I am trying to convince myself into buying your software. The Negafix and GANE are wonderful, all works perfect. But Manual Focus has really made me pulling out hair. I have a PrimeFilm XA scanner. First of all, when I manually try to adjust it, it about 20% of the time crashes the program. And for some reason, it is limited to 2.0mm, but when I use auto while in manual focus window, it has gone up to 2.3mm and producing superb results. (better results than with autofocus).

Can you give me any leads here? Or you guys just have been able to make it work on this scanner yet ?

Best wishes,
Joosep Vaikma

from: support@silverfast.de
to: Me
date: 18.02.14 18:47
topic: [Ticket2014021809628] SilverFast

Dear Mr Vaikma,

I have transferred the case to the testing department.
As soon as I get news (and a possible solution to you problem) I will happily and quickly share this piece of information with you.

Thanks for your kind understanding and patience.

Kind regards
Nico Schneider
- LSI Support Specialist -

from: Me
to: support@silverfast.de
date: 19.02.14 0:01
topic: [Ticket2014021809628] SilverFast

Here. I added a screenshot.

Best result is achieved when I... choose manual focus and then press auto.
You can clearly see that I my manual focus distance is 2.1mm, tho only 2.0mm is allowed. (the furthest I have got is 2.4mm and it produced the sharpest image)

Best,
Joosep

from: Me
to: support@silverfast.de
date: 13.03.15 11:16
topic: [Ticket2014021809628] SilverFast

Its been more than a year, the same thing exists.
Its quite funny, because the same scanner is now available under a different brand in Europe and I just confirmed with a friend who has that European version. The MF goes up to 3,0mm for him.

I mean... Its been a year....

Best,
Joosep Vaikma

from: support@silverfast.de
to: Me
date: 17.03.15 17:58
topic: Re: [Ticket2014021809628] SilverFast

Dear Mr Vaikma,

thanks for your message and patience. We have asked the manufacturer of the scanner about this and wait for an answer now. I hope that we can get a definite answer and adapt, if necessary, our software.

Kind regards
Alexander Sievers-Horn
- LSI Testing Center Expert -

from: Me
to: support@silverfast.de
date: 18.03.15 8:58
topic: [Ticket2014021809628] SilverFast

What do you mean? Patience? Over a year? Is that normal?

You must understand, the exact same scanner under different branding can manual focus with Silverfast in Mac up to 3.0mm.

Best,
Joosep

from: support@silverfast.de
to: Me
date: 19.03.15 10:49
topic: Re: [Ticket2014021809628] SilverFast

Dear Mr Vaikma,

thanks for your message. Which european version are you talking about? Where did you see the 3mm? In the software or in the specifications?

We have received information from the manufacturer. The PrimeFilm XA is supposed to have a range of about 3mm. We checked back in SilverFast and found that this is what we offer in our software as well.

from: Me
to: support@silverfast.de
date: 19.03.15 10:59
topic: [Ticket2014021809628] SilverFast
........
I am in a loss of words. I try this one more time.

I sent you a screenshot a year ago. You can clearly see, that your software DOES NOT allow more than 2.0mm manual focus. I have the SE Plus, working on a Windows 8 machine with the 64bit version. Using the Pacific Image Primefilm XA scanner.

I have a friend who has the Reflecta (european) version of this scanner and using it on Apple computer, he sent me a screenshot clearly showing he can manual focus up to 3,0mm with Silverfast.

So it is clearly your issue. Please fix it already. Please.

Tired of explaining already,
Joosep Vaikma

from: support@silverfast.de
to: Me
date: 19.03.15 11:13
topic: Re: [Ticket2014021809628] SilverFast

Dear Mr Vaikma,

thanks for your message. I don't think that we've changed this over the past year (at least I couldn't find information on this at first glance). We tried it on a Mac system, so, if you find any difference with the latest version, please let me know.

:bang::bang::bang:

 

[Joosep]

So basicly. I spent money for this program (mind you, SF is not cheap), did not work as it should out of the box. Told them. Year passes. Still nothing. Its like talking to a robot.

Oh and something cool? I made an account on their support forum. Posted a new thread explaining this issue. Evidently, an admin has to give a green light to a new thread before it is posted up. Until this day, no green light, no topic.

Its like they are ignoring me. Trying hard to see how much I stretch.
I actually would not even make a deal out of it... if it would be freeware or something. But I spent some good amount on € on this software. Would atleast expect some kind of customer support.

 

[joeswe]

Oh and something cool? I made an account on their support forum. Posted a new thread explaining this issue. Evidently, an admin has to give a green light to a new thread before it is posted up. Until this day, no green light, no topic.

Sorry for this frustrating experience, I cannot help you with the matter, only would like to explain that it seems that the company has a general rule in place that they don't allow discussion of individual support cases or specific support requests in their forum. So only very general discussion is possible there. I am not saying this makes sense, just trying to explain from my own experience (I was told so by the admin when trying to start a thread in their forum), that it has nothing to do with you individually but is a general forum policy.

 

[willie_901]

Trying to learn and use SilveFast resulted in a dramatic increase in my vodka expenditures as well as draining my Valium reserves at an alarming rate.

But I have found a single use for SF. Whenever I need an OS X driver for my PlusTek film scanner, I can get one by installing SF. Once I confirm the PlusTek responds to VueScan. I delete SF from the system. The OS X driver remains and I can scan and retain some semblance level mental well-being.

 

[BLKRCAT]

I'm a sole user of silverfast. I use the SE version that was included with my v700. While the V700 doesn't allow any sort of focussing I found that their procedure over at their headquarters to be very ass backwards.

I remember having to email them my serial and a scan of proof of purchase (funny enough) to get them to send me a version of the software that worked with the latest mac OS since the latest update removed the power PC emulation that these guys were piggy backing off of for so many years.

I get lots of crashes and lots of stupid little bugs. But its gotten better with updates somehow. I think Im on version 30 or 40 and started on 8.

 

[Addy101]

So, you waited over a year before you asked for an update.... Must be a really big problem for you :angel:

Do you have the latest version? You don't mention any version number in your mails. Make sure to update to the latest version.

 

[x-ray]

I purchased a refurb V750 a couple of years ago and the silverfast disc had been previously registered with silverfast . I contacted Silverfast and they were a total PIA. I finally got a new one from Epson but it wouldn't instal / run on the current OS X.Going back to Silverfast they wanted me to pay full price for the latest version because the disc that came with the scanner was a bundled edition and not subject to free or discounted updates.

I wasn't about to pay them for something that should have been current with the scanner so I put my old Mac Mini back into service with 10.6.8 and installed the software that came with the scanner. From previous experiences with the software from an older scanner I had I should have left well enough alone. I had forgotten what a Mickey Mouse software it is.

I have owned several top end scanners, Imacon 343 and 848 and Fuji Finescan 5000 & Lanovia Quattro, and after using their proprietary software you quickly realize what a lousy overpriced software Silverfast is.

 

[Joosep]

Thanks for the support. As it seems I am not the only one suffering from their "great" customer service...

I still dont have any kind a solution. Basicly getting responses that everything is working. Well gosh it isnt. And btw, I have tried 2 different Windows Machines, both have the same thing.

So, you waited over a year before you asked for an update.... Must be a really big problem for you :angel:

Do you have the latest version? You don't mention any version number in your mails. Make sure to update to the latest version.

Im just patient. :angel: (Actually been using other software, but I got back to this issue because while talking to a member of this forum and the crazy fact that he does not have this issue on his setup, I am beginning to believe it is only on their Windows version...)

Yup, always running the latest and the "greatest".

 

[Matus]

It seems that the common property of various scanning software is that they all suck. I used to have Microtek F1 that came with some sort of Pro version of the SF as well as the Microtek software. I have tested the Vuescan but there was some compatibility issue at that time (though the communication with the author was OK). I also remember having problems with SF and they wanted some of the output in XML format - I had not way to provide that.

But I can at least imagine that trying to support dozens of different scanners most of which are low end tools for few hundred bucks is tough as the drivers and hardware are not too good either and I believe that SF had to do a lot of patch-up work. Still - the result (and in particular the stability of the software) was so bad that I was actually happy when the F1 broke down.

I shoot less today and simply have the scanning done by a lab (which unfortunately does not manage to keep film flat with their 9000ED) and have the best shots scanned by Imacon X5.

 

[brbo]

It seems that the common property of various scanning software is that they all suck.

That is true. Not trying to defend Silverfast (software sucks, customer support sucks even more and their pricing policy is ridiculous), but try to get the great Ed Hamrick that we all love to fix a bug that he doesn't feel like fixing and you will feel just a tiny bit better about Lasersoft.

I've learned that with scanning sometimes you actually need to consider the whole computer+operating system (+version)+software thing. It shouldn't be like this in 2015, but lets be real, we shouldn't really be scanning film in 2015 (digital, digital, DIGITAL...!). If I need a certain dedicated combination of computer-OS-software just to run a certain scanner/have access to certain scanner functions... I'll do it. The alternative is to go full digital. No thanks!

 

[Fernando2]

I've had endless problems with SF. It loved to crash mid-scan with my Minolta 5400, for example. And I just plain hate the GUI.
Vuescan gives me lots of headaches, too; but in the end I like it much more.
Don't let me start on ABC's ColorQuartet (for my Scanview drum scanner).

I'm leaning more and more towards digital camera scanning.
With the A7R costing about Eur 1700 (and 2nd hand ones bound to decline in price when the latest and greatest A7rII comes out), one just has to add about Eur 300 for an ApoRodagon and Nikon PB5+PS5 to get 36mp single-shot scans (and there's still the option of stitching portrait shots at 1.5x). Done that with my Canon 5DII.

Food for thought.

Fernando