Reply is below.
BTW. I blind-carbon-copied this mail to several of the involved people at
Acer, so that they are again reminded to the advertising power of users
(actually also not to talk too much behind their backs). I suggest some of
them follow this filmscanner mailing list to hear the public's opinion on
their service and their poducts. Please see http://www.halftone.co.uk for
subscriptions to the mailing list, the digest and/or
http://phi.res.cse.dmu.ac.uk/Filmscan/ for a searchable archive.
> -----Original Message-----
> From: Arthur Entlich [SMTP:firstname.lastname@example.org]
> Sent: Tuesday, May 29, 2001 3:44 AM
> To: email@example.com
> Subject: Re: filmscanners: Fast, decent, low res scans
> Oostrom, Jerry wrote:
> > BTW. Lately I had sent in my scanner for service, and when I received it
> > back (problem not solved, at best only marginal improvements!) I
> received an
> > extra filmholder and slideholder!
> Maybe using double holders will fix the service problem?
> Or some poor guy now has a scanner with holders at all?
[Oostrom, Jerry] Well, in their defence I can say they thought the problem
could be some kind of reflection from my slide- and filmholder so they
promised me that they would send these items (new). I said "Well thanks, but
I know that is not the problem and I would prefer you to solve the real
problem" (symptoms: brown-yellowish bands with negatives along the scan
direction at the boundaries of the frame for light parts of the photo,
similar problem with positive-film in dark shadowish parts, I've mailed
examples to this forum in the past) . The real one they didn't solve
(perhaps since as somewhere midway during the repair session they stated
they were unable to reproduce the problem). They also said that they would
replace a module and perhaps they did, since the scanner scans a frame at
full resolution backwards (w.r.t. direction, image unchanged). However, that
could also be a new behaviour of Vuescan. (I only did test with full-res
scans though and did not look at the scan direction with Miraphoto).
> This seems to be becoming a standard operating procedure in the
> industry, returning the unit unrepaired. Since shipping isn't cheap
> (you usually have to pay at least one way) and you are without your unit
> (no smug comments!) for weeks at a time, you eventually just give up and
> live with the defect.
[Oostrom, Jerry] Unfortunately, my warranty is over now.
> Maybe its cheaper than actually hiring staff to fix these things?
[Oostrom, Jerry] I also phoned Acer and came in direct contact with the
engineer. She seemed to be a Japanese, not yet speaking any dutch. Thus she
was probably sent here to strengthen the technical staff of the service
unit. So although my problem is not (yet) solved, I still think Acer is at
least trying to set up a good service unit in the Netherlands.