Lasersoft has been described as "anal" on this list. That's a polite way to describe the way the company is run. I had exactly the same problem as you and paid my $45 to upgrade SilverFast (only SilverFast Ai, as it turned out) thinking that both SilverFast Ai and SilverFast HDR would be upgraded for that price. I was eventually able to get some satisfaction from them, but it caused me a lot of heart burn. I see no point in them charging for both Ai and HDR since both do virtually the same thing. Ai works with data it obtains from the scanner and HDR works with data it obtains from a file. Having both doesn't give any more capability than if you only have one or the other.
I like to scan several transparencies at a time to files, shut off my scanner, and then use SilverFast HDR to process the 48-bit files one after another. I can use Polaroid Insight to create the 48-bit files (I guess Vuescan can do that too), so I don't need SilverFast Ai for that. All I need is HDR. I just don't understand Lasersoft's pricing policy.
Anyone wanting to use the potentially powerful SilverFast had better be ready for a huge amount of frustration. The software is buggy, it's initial cost is high, documentation if poor, support is minimal. If Lasersoft doesn't make some changes soon and if Polaroid Insight continues to improve, then I'm going to give up on SilverFast. Too bad. It showed so much promise.
In a message dated 10/4/2001 11:32:50 AM Pacific Daylight Time, opevans@istar.ca writes:
Hello everyone,
I have a Polaroid SS4000 which I've had for 10 months. It came bundled with
Silverfast Ai version 5 and Silverfast HDR version 5. With all of the press
recently about how much better the product was I went to the website on
Sunday and paid $45 for the download. What was not clear on the website was
that you have to pay $45 for Ai and $45 for HDR. On Monday, I read the post
in this group by Mr. Lloyd O'Daniel where he said that he received the HDR
update for free. So I went back to the site and tried to download the HDR
5.5 software by registering my original serial number. A password was sent
to me but it didn't work. I e-mailed Lasersoft that day and asked why. The
reply I received is as follows:
> Dear Owen,
>
> the upgrade to 5.5 for HDR is a separate purchase. You registered the HDR
> version, and got the username/ password to download an upgrade for 5.2,
> which is free. If you'd like to upgrade HDR to 5.5 also, you'll have to go
> back to the "purchase 5.5- upgrade online"- page and enter your HDR-
> number there.
>
>
> Best Regards,
>
> Martin Leschke
> Lasersoft Imaging Inc.
> 5350 Gulf of Mexico Drive, Suite 201B
> Longboat Key, FL 34228
>
So I wrote back the following:
Mr. Leschke,
This is not a fair representation of the products. In that Ai & HDR came
together as a package when I bought the Polaroid scanner and are required
for the hi bit scans that I make with the scanner. I need both of your
products and I was lead to believe that by paying the $45 FEE, I'd be
upgraded on both.
Your website does not differentiate the payment being made for each
software package. I refuse to be gouged for the extra $45 in that I need
both to make the darn stuff function with the scanner that I own. I would
like a refund for the $45 I spent on software that I can't use.
This issue was discussed on the international mailing
list; filmscanners@halftone.co.uk by a Mr. Lloyd O'Daniel. You gave him a
free update for his HDR software and you hold out on me. I am offended and
demand a refund.
Owen
Today I had not had a reply so I sent a second notice and I received a
telephone call this afternoon from their customer service. They do not give
HDR updates for free! They will refund my $45 and we are finished. The
customer service rep, Annie, was very pleasant and firm with the policy. She
felt that maybe Mr. O'Daniel may have been dealing with Germany because
Lasersoft Imaging Inc. of the USA will not do this!
There you have my experience. As for me; I'm sticking with Vuescan like I
have all year and who updates the product on a weekly basis...FOR FREE!
Sorry for the long post.
Owen
