Thread: Proscan / Gore Research MIA again

Wow am I getting bashed in here...

I'm sorry that I haven't had a chance to check this forum in a while, but I'm glad that I was informed about this thread.

First of all, I am not a crook. If you have ordered from us, then you will either receive your merchandise or a full refund.

As I've stated before, we are a very small business and that is how we keep our prices so low. In the past we have encountered two recurring problems:

1. Delayed 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.

Thank you,
David Gore
Owner, Gore Research
http://www.MyScanTool.com

I can understand that sometimes things run a little slow.
I have a small business of my own and encounter such things more and more.

But I am still convinced that the proscan-deal is the best you can get.

You'll also be entitled to free software upgrades for life

That's one reason why it's a good deal.

Give a small company some credit before you run to the BBB or make a complaint with Paypal. I know, it's disturbing when you don't here anything, but if everything comes to a good end, that's the most important, not?

A little understanding suits us so much better...

Well HELLO David Gore,

Finally we hear from you. I have been trying to return a ProScan since 10 days of receiving it in June of 2006 with NO REPLY from your company until just recently. The product had some minor SW issues but the USB converter just did not work at all. I am sending it, with a full email trail to the then non-responsive Customer Support group, by UPS for tracking purposes and I hope that all turns out well. Finally, Brittany Amburgey responded with a return address last month (thanks Brittany).

I will keep everyone posted on the results of this product return effort either negative or positive. I hope that it is positive as I understand how a small business can sometimes get behind in its operational logistics. I think that if the ProScan is compatible with your system it is still the best bang for the buck.

Best Regards,

Mike Steen

To anyone considering a Pruchase from Gore Research:

I have attempted to contact Gore 5 time in the past week and all I get is the same bot response

"I'm very sorry about that. I will send this to the appropriate person and they will get back with you.
Thank you,

Brittany Amburgey"

We the APPROPRIATE person does not get back to anyone!! Worst customer service this side of the camera crooks on 5th avenue in NYC!

Originally Posted by Beech33Pilot

To anyone considering a Pruchase from Gore Research:

I have attempted to contact Gore 5 time in the past week and all I get is the same bot response

"I'm very sorry about that. I will send this to the appropriate person and they will get back with you.
Thank you,

Brittany Amburgey"

We the APPROPRIATE person does not get back to anyone!! Worst customer service this side of the camera crooks on 5th avenue in NYC!

Beech33Pilot,
Thank you for providing your order number via Private Message. As promised above, I have looked into your order and the details are:

Your order was placed on November 21 at 9:37PM.
Your order was shipped from our manufacturer on November 22.
USPS Delivery Confirmation #9101 8052 1368 3094 5945 69
Your item was delivered at 2:02 PM on November 27, 2006 in WAKE FOREST, NC 27587.

Therefore, since the merchandise arrived very promptly, your question must not be shipping related. So I pulled up your eSupport tickets. You noticed in your order confirmation email that you had accidentally ordered a serial interface instead of USB, and you wanted the order corrected. Unfortunately, your order had already been processed for shipment, so there was nothing we could do other than wait for it to arrive and have you return it for a free replacement.

Brittany's order-management software has not yet been updated to monitor our new drop-shipping process. (Her system is scheduled to be updated on Monday, December 4.) That is why she kept letting you know that she had forwarded it to someone else.

Please return your complete kit to us, including a note specifying that you need an exchange for a USB interface. Please use USPS Priority Mail service with delivery confirmation. We will then ship a USB version to you. Additionally, I will even reimburse your return shipping cost, even though the mistake was not our fault.

I hope that this is acceptable. Anyone else that has had or is having problems with us, please post up and I will give you the same treatment and make sure that you are completely satisfied with your order. I also want to make sure that readers have the FACTS regarding our business practices and are not judging us based upon silly unjust rumors.

Thank you,
David Gore
Owner, Gore Research
http://www.MyScanTool.com

Edited

David Gore seemingly makes brief, sporadic appearances complete with the same old rhetoric to temporarily assuage the multitude of unhappy customers he's created. C'mon, Mr. Gore, you now have a backlog of unhappy customers dating to last June.
.
Less rhetoric and excuses and more positive action would be refreshing.

Owner of Proscan:
We have sent 3 messages to your customer service and no response. We need a serial number. Our order # is 1013, last name Vance, zip code 55016. Would appreciate getting this information ASAP as we have paid for the item and are unable to use it without the serial number.

I have Keygen for ProScan v5