I, too, have experienced mark's and narc's pain. I very much wanted things to work out with ProScan, but I ended up needing PayPal to intervene and return my money.
Not knowing anything about the medical situation or the size of the company, I spent August 28th through September 26th requesting the status of my shipment. I learned that the ticket system was not a viable means of communication because the system would close the ticket and block access to the ticket's web page as soon as the company posted a response. To this day, I don't know what those responses said. I eventually collected every email address I could find for ProScan, MyScanTool.com, and Gore Research, and began emailing my inquiries to all of them at once so that I might get an email response.
This had some effect as I received an apology and a promise that shipping problems had been resolved and that orders would go out the next day. As the weeks went by, responses from the company were friendly, but very much delayed (typically by about a week) and unproductive. I continued to give them additional chances to ship while I waited very patiently. Unfortunately, my window to open a PayPal dispute was closing. I waited about as long as I was allowed and finally began formal communication with the company through PayPal. They posted one reply offering to ship the product or process a refund if I still wanted one. I opted for the refund and again waited for a response. I sent a couple reminders through PayPal as I watched the approaching deadline for escalating the dispute to a claim. When that arrived, I escalated to a claim and continued waiting patiently. Finally, PayPalís seller response deadline arrived on October 28th, so PayPal decided the claim in my favor. I now have my money back and will check out some of the other products mentioned on this site. I would really like to know why my check engine light has been on since the summer.
The Gores seem to be very nice people, but I just couldnít get them to complete a business transaction. I donít know what else I could have done to purchase their product. Itís a shame that I am not able to post a success story here :-/.
Hi guys, I'm from another car forum, but I've had the same experience.
I ordered on August 13th, still haven't received it. I've exchanged emails with Brittany (cust. service rep.) and Amber Gore, one of which left me hopeful that I might actually get my shipment. I was promised a tracking number and shipment the next day, but I still haven't got it.
I missed the window on the Paypal dispute, assuming this would all sort out (and its my own fault that I wasn't knowledgeable about the time limit). So I dunno what to do. I'm gonna send one more email, then I guess I'll just cut my losses. It came out of my bank account on Paypal, so I'm not sure there's anything I can do. I guess I can file a claim with the FTC, I really don't want to, but it looks like it'll come down to that.
$160 bucks down the drain...buyer beware.
I ordered a ProScan unit from myscantool.com as well, and I too had a helluva time getting it. After 3 very frustrating weeks of trying in vain to contact them through their support link, and finally giving up and filing a claim with PayPal, I FINALLY got my ProScan in the mail today.
Only problem is, they sent me the software CD but no serial number! Argghhh!
Could someone be so kind as to email me a ProScan 5.0 serial number? If need be I am willing to provide proof that I indeed bought it all nice and legal.
As far as the Gore family's current struggles, I can certainly sympathize with them, but that's NO EXCUSE for taking people's hard earned money. If they can't handle the business load they've got because of the strain that they're feeling from the medical situation, they need to DO THE RIGHT THING and either STOP ACCEPTING ORDERS or get someone else to run the company (RELIABLY) for them. Going through tough times is NOT an excuse to f**k people over!!! I work very hard for my money, and the $177 I spent on the ProScan wasn't exactly mere pocket change for me.
I apologize for any inconveniences that you encountered by placing an order with us. For the reasons stated previously, we got behind on things.
As I just explained in another thread (Proscan / Gore Research MIA again, we have encountered two recurring problems with our business:
1. Slow shipping
2. Slow customer service
Since we are such a small business, we cannot carry a large inventory. The cost of the hardware is too great, and we only make very little profit. Therefore, quite frequently we would run out of stock and have to wait a few days to receive additional inventory from our supplier. As of last week, this issue no longer exists. I've worked alongside our supplier to implement a drop-shipping process for all of our orders. Since November 17, 2006 all of our orders are being sent immediately to our supplier, who bundles our customized hardware with our ProScan software and documentation, and then ships the order directly to the customer the SAME DAY or next business day.
I'm very happy to report that this is working fantastically, and I wish that I would have implemented this process a long time ago.
Regarding customer service... We have a dedicated staff member, Brittany A., who is responsible for making sure that all of our email and eSupport tickets are responded to within 24 hours. She is doing a great job, but the eSupport system is nice, but is extremely buggy. You can verify this by visiting the company's website (Kayako.com) and reading the support forum. Apparently, a good portion of email is slipping through the cracks. Now that drop-shipments are taken care of, I am now trying to find a more reliable support system.
For those of you who have encountered slow shipping or slow customer service, I sincerely apologize. One thing that can be said is that no one can post and say that I have blatantly ripped them off. Once I am aware of a customer's problem, I will resolve it ASAP to their satisfaction. We just receive too many emails and too many orders for me to be involved in every transaction.
Shipments are now lightning fast, and I am now working to improve customer service. Rest assured that if you order from us, you will receive your merchandise or a full refund. I will make sure that every customer is 100% satisfied in the end. You can also feel safe ordering from us knowing that PayPal offers excellent buyer protection services. It can be frustrating for sellers at times, but PayPal will make sure that the item was delivered or a refund was made. There are also other avenues of buyer protection such as the Better Business Bureau. You can check our record online and clearly see that every complaint brought to our attention was quickly resolved to the buyer's satisfaction. (PLEASE NOTE: The phone number currently listed with the BBB is NOT our phone number. I have been trying unsuccessfully to get the BBB to correct this, but no luck thus far. Do a reverse lookup on the number at AnyWho.com to verify this.)
We sell hundreds of kits every month, and the vast majority of our customers are very satisfied. They just don't take the time to post and say so. But you can almost guarantee that if someone encounters slow shipping or slow service that they'll shout it from the rooftops. And then people start rumors such as us going bankrupt, spyware in our software, etc. You can verify that ProScan is free of spyware by scanning it with any up-to-date antivirus software on the market. Additionally, if you have a firewall running, you would certainly be alerted if our software tried to communicate information back to us. I'll be more than happy to disprove any off-the-wall rumors that any of you may have heard.
If any of you still have issues with your order (non-receipt, no serial number, unanswered questions) just post up and let me know your order number, last name, and zip code. I will make sure that you are taken care of immediately.
ProScan has been the most advanced scan tool in its price range for over 2 years. As always, if you find a better deal elsewhere, we'll beat it. And if you aren't completely satisfied for any reason, you can return it for a full refund.
Again, I sincerely apologize to those of you who had a bad experience with us, and I promise that I'll make sure you're pleased with the outcome if you'll post-up and let me review your order.
Owner, Gore Research
I also apologize to you. While I am unable to look up your order without an order number, based upon the dates mentioned I can assume that you were in the first batch of orders that our drop-shipping company handled for us. The serial numbers used to be on the CD sleeve, but are now printed on the invoice included with your package. The first batch of orders shipped from our drop-shipper did not include a serial number on the invoice. When I discovered this, I sent an email to all of those customers with a corrected invoice including the serial number. If you were in the first batch, then you should have received this email this past weekend. If you still do not have a serial number, let me know and I'll provide you with one immediately.
I completely agree with your last statements. (We're not guilty of screwing anyone over or ripping anyone off, but we have been guilty of slow shipping and slow correspondence.) That's why we've implemented drop-shipments. Our orders now ship same-day or next business day. And I'm working on improving our customer service right now.
If you're not completely happy with ProScan, return it to us and we'll provide you with a full refund including your shipping and handling.
Owner, Gore Research
Please post up your order number and I'll look into this immediately. If you haven't received your goods or a refund, then I'll make sure you do.
I'm sorry for any inconveniences, but I'll make sure you're satisfied in the end.
Owner, Gore Research
I cannot recommend doing any business with MyScanTool (Gore Research). I have been trying to get a helpful response from them to provide an activation code for 11 WEEKS. I sent PDF's of proof of purchase and other documentation.
My ticket number, NXV-348639, is still assigned a priority status of LOW - curious since, obviously, the thing won't work at all . Wonder what it takes to get a medium or high priority ? Perhaps a ticking sound.
I have been sending weekly reminders to Brittany, with Attn: Amber in the subject line as well as the ticket number. The two responses from Brittany contained 1) an apology and 2) saying she will forward to Amber. Then silence for the last four weeks.
Does anyone have their true home or office address (FL, I believe) ? If so I will be happy to send letters and/or phone rants to the local BBB and Chamber of Commerce as well as the state consumer complaint bureau.
Would you care to send me a refund Mr. Gore ?
Well, I am having similar issues but I have no intention of being anywhere near as patient as you other guys, especially since I know whats really up.
I ordered Dec. 25 and then tried to cancel my order. This got nowhere so I sent a pretty scathing e-mail (you can read it in full on the other ProScan smear thread) to them 5 times via 3 different contact options (your sh***y eSupport thing won't lose all of those, will it??). I got the dreaded "appropriate person" e-mail for the second time. I will try e-mail contact one more time before I take action. If I get their canned response again I will file with PayPal, the BBB, and the FTC simultaneously.
*This is for you, Mr. Gore*
As I said in my e-mail, you can make all the excuses you want to but I don't care. If you can't handle the volume label the product as out of stock or go out of business (I would prefer the latter).
As I said in the other thread, one day these guys will get sued and I will laugh at ProScan's funeral.
Well, I sent David a PM with my info a week or two ago and haven't heard back. I ordered August 13th, I've sent emails all through the fall and now its freaking winter and I'm about at my wits end. Why the hell didn't I just file a claim through Paypal instead of trying to be nice about it. Lesson learned.
I'm giving him a few more days at best, only because I'm too busy right now to file a claim with the BBB.