Proscan / Gore Research MIA again

**kx80racer** · 01-26-2007, 11:18 PM

Money refunded, so I'm satisfied.

**v1per** · 01-27-2007, 12:27 PM

Is a refund really satisfaction?

I don't know what you went through but the time I invested into this lousy company cannot be paid for with a refund. I would have been satisfied if they had changed my payment to a different card or let me re-order, shipped it the next day, and then it worked perfectly. But no, it took about a month of unanswered e-mails, fretting over the bill, and more unanswered e-mails. You shouldn't be satisfied because that is what he wants. He comes in here about once a month, refunds a few people's money, and then disappears again. All he is trying to do is shut you up so you don't complain to others. Well, he has refunded my money but I'm not done complaining.

**ProScan** · 01-29-2007, 04:18 PM

Originally Posted by aquanaut20

David you lie through your teeth....

I have 4 open tickets about my recent purchase, and no reply except for the "passing the buck " message.

You were quick to take our money, and then just orpaned us..

Don't call me a liar! I have never lied about a single thing, and I never will. I've been completely honest about every issue on this forum.

I repeat for the millionth time that if you are having trouble with our eSupport system, please email me at my personal address. Try emailing me at my personal address and I'll take care of any issues that you have regarding your purchase.

I've taken care of everyone else's problems on this forum, and you'll be no different.

**ProScan** · 01-29-2007, 05:37 PM

Originally Posted by v1per

You shouldn't be satisfied because that is what he wants. He comes in here about once a month, refunds a few people's money, and then disappears again. All he is trying to do is shut you up so you don't complain to others. Well, he has refunded my money but I'm not done complaining.

I'm sorry that you feel the way you do. But I'm glad that you declared to everyone else that you did receive a refund from us.

No company is perfect, and I've never claimed to be perfect. Occasionally, problems occur.

Originally, we had problems shipping orders out on time. Last year, on average it took us about 7-8 days to ship an order. Some orders shipped quicker, others took longer. Is that a problem anymore? NOPE. In November, we implemented a drop-shipping process which has effectively lowered our average order-fulfillment time to LESS THAN 24 HOURS!

Since November of 2006, we haven't had any orders delayed unless there was a problem with the shipping address.

The problem we're having now is with our eSupport customer service software. Some people are having problems reaching one of our service representatives. Our goal, believe it or not V1per, is 100% customer satisfaction. That is why I'm currently working on developing our own custom-tailored support solution.

In response to the complaints on this forum, I've already taken the following steps to help our customers and mp3car forum members:

1.) I threw together a form on our website which allows customers to track the status of their order in real time. It provides the customer with the same information our customer service representatives have. Therefore, customers don't have to email us and wait for a response regarding the status of their order. This form is accessible at: http://www.myscantool.com/orderstatus

2.) I recently published my own personal email address to this forum. Therefore, if anyone has trouble getting a helpful response from our service department, they can email me personally.

So V1per, I'm sorry that you hate us so much. I've already given you a full refund, including s/h charges. If there is anything else that I can do for you, please let me know.

People should not have any hesitation ordering from us. Unless you provide us with a bad address, your order is guaranteed to ship by next business day. You can track your order status yourself in real-time via our web site. And if you do have any questions, you have multiple ways of reaching us. And you have my own personal email address as well. Plus you can PM me on this forum, but I can't guarantee that I'll check my PMs on a daily basis.

Some people just hate us and they go on and on and on. Some open new user accounts and bash us using those. The people complaining on this forum constitute way less than 1% of our total sales. But as you can clearly see, we make it a point to take care of everyone.

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

**v1per** · 01-30-2007, 07:02 PM

Ok, I think that it is time for this thread, or at least this chapter of this thread to come to a close. I have a few things to say.

I became active in this thread to let other potential buyers know what my experience with ProScan was like. This is a good thing, and should be done for all companies, whether your experience was good or not. Personally, mine was not. I will continue to recommend against ProScan because of the difficulties I had with them. I will say that not many (I dare not say none, but I don't recall any) people have come in this thread and defended ProScan. Some have said that their problems were resolved, but if I had a good experience and saw this thread I would defend you guys. I hope other users would too. Based on my experience I did, and will continue to, recommend against purchasing from ProScan. This cannot be changed, however, my issues were resolved.

My main problem with ProScan and not leaving this alone, at least until now, is because they seem to be full of excuses. I have read every post in this thread and have heard it all. I hear excuse after excuse and promise after promise, but I never seem to see people coming on here and saying, "Hey, I had a great experience with these guys. This is the best OBD-II software I have ever used and I got it in a week." I hear about all these changes that are underway (currently esupport reform, also remember that this reform was promised with the hiring of Amber, who, to me, only seems to be able to say "I'm sorry you feel that way" and "I will send this to the appropriate person") but I never seem to hear about their successful implementation. I feel sure that if they had been someone on the largest car computing forum in the world (I feel sure that it is, I don't feel the need to check that) would know and say so. Excuses don't make the problem go away. When I start to hear about people getting their scan tool in a week and having little or no trouble with customer support I will shut my mouth about this forever.

My final issue with ProScan is cutting corners. I feel as thought they have cut corners in customer service and shipping in order to offer the lowest possible price. There is nothing wrong with price competition, but I, and most likely many other consumers, would rather pay $10 more for rapid shipping and a great customer service department. Remember, running a business is all about satisfying the customer, and that satisfaction includes post-sale support. Try it out, it will silence all the naysayers, including me.

I do not hate ProScan, but I do feel that every consumer should be able to find out everything about a company, even if that means me telling my story and sparing no dirty detail. I do not intend to post in this thread again, but I will give any inquisitive newbie the honest information that they deserve.

**Sylica** · 02-04-2007, 10:19 PM

Originally Posted by ProScan

Don't call me a liar! I have never lied about a single thing, and I never will. I've been completely honest about every issue on this forum.

I repeat for the millionth time that if you are having trouble with our eSupport system, please email me at my personal address. Try emailing me at my personal address and I'll take care of any issues that you have regarding your purchase.

I've taken care of everyone else's problems on this forum, and you'll be no different.

I've sent you two emails (01/14/2007 16:20 GMT+1 and 01/26/2007 02:20 GMT+1) , And you have NEVER take care of them !!!
Neither are useful all the tickets i've sent to your "eSupport System".
All you can say is to be patient ...

Follow there is a summary of my Email:

Hi, mr Gore,
i'm Stefano Cappellini
I wrote this mail 'cause i've ordered a Proscan Tool in late October 2006,
The order was issued from my wife, Lisa Brenco.
At present we didn't received anything …..
I wrote several contact forms asking for informations about order status and date of delivery,
But I received anything but excuses …
I've found your email in ripoffreport.com so I decided to write you before going further ..
Do you think I reasonably can expect to receive what I've ordered (and paid for) ?
Or do we have to wait for a total refund as you are unable to honour our order?
(ps. Order incorrectly states a total amount of $177 while we' ve paid $ 177,00 plus a shipping overcharge of $ 18,54 for a total of $195,54)
Best regards
Stefano Cappellini

**aquanaut20** · 02-10-2007, 11:27 PM

I also sent an email to your personal email address complete with my address and phone number, with no response.

So that is 4 tickets and an email and 1.5 months of waiting for a little action.

AGAIN, I SAY, 'RIP-OFF" AND INTERNANTIONAL FRAUD (I am in Canada).

**RacerRex** · 02-22-2007, 02:20 AM

Hey all,

Just signed up so I can add my comments, too. I just paid for a ProScan. I guess that if I would have seen this board I probably wouldn't have.

That said, I'll let everyone know good, bad, or indifferent how my personal experience goes with them. So far it shows that Paypal paid out and I got an email from them stating that they got the money and that they should be sending it out soon.

As I declared a few weeks ago, our orders are shipping out same day or next day.

We'll see how the same or next day stuff does (or doesn't) pan out.

RacerRex

<-- Nice smilie

**ProScan** · 02-22-2007, 07:42 PM

Originally Posted by Sylica

I've sent you two emails (01/14/2007 16:20 GMT+1 and 01/26/2007 02:20 GMT+1) , And you have NEVER take care of them !!!
Neither are useful all the tickets i've sent to your "eSupport System".
All you can say is to be patient ...

Hi,
I researched your order and here is what I've found. You are located in Italy. We've had problems in the past with international shipments due to customs delays and lost packages. Therefore, we will only ship international orders via USPS Global Express mail service. This shipping option cost us $30.55, and you did pay for the difference.

Your package was shipped, and here is proof: USPS #EV995198773US

However, either you provided an invalid address, you refused the item, or you just didn't pick it up. So it was apparently returned to us at the end of November. If you view the detailed tracking information, you can verify this.

You should have been contacted regarding reshipment or a refund. Whether this happened, I cannot verify at the present time. Regardless, it looks like a mistake on our part in handling the item when it came back to us. For this I apologize, and I have provided a full refund via PayPal. It is for the full amount plus the additional s/h charges.

Regardless of what others are saying, we are working to improve our communication systems, and we apologize for any problems anyone has experienced in reaching us.

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

**Sylica** · 02-22-2007, 09:02 PM

Hi, mr Gore
I'm REALLY happy to see you
I've seen your response and i've to say i'm very sorry if you experienced shipment problems .
I've verified all the infos in my order twice and appears correct.
The owner of the address in Florence (an Auditor Consultants Studio) is my wife, so i can't believe she refuses an item already paid and which everyone in the studio knew the purpose (it WAS the gift for my father's birthday

) and considered that at that address usually arrives really important mails and boxes.
For your info below there is the tracking of my scantool as reported by USPS and as you can see that the item never arrived neither close to Florence ( the best thing was 4 days in a not better identifyed Foreign Custom in Italy ??? )
Surely was accepted on 30 Nov 2006 , 11:56pm by your wife miss Amber Gore, which said :

FOR ALL SHIPPING RELATED QUESTIONS:

NEW!
You can now track the status of your order by using the "Check Order Status" link in the sidebar! Go to www.myscantool.com to access this shipping tool. Please use this tool instead of emailing us. Our customer service department will only provide you with the same information.

Thank you! Have A Wonderful Holiday!!!
It Is Our Baby's First Christmas!!!
Gore Research
David & Amber Gore

Amber Gore
Co-Owner, Gore Research

I don't want to enumerate you all the tickets i've uselessly submitted, but that was the more obvious way to contact you, i think.

As you can understand my goal was to let my father own a proscantool, but at this point, even if i agree with V1per who says "is a refund satisfatory?", i say "refund is better than nothing"

Surely Gore Research didn't cut a good figure, after 4 months!!!

ps. take my best regards to miss Brittany Amburgey ( but ... she really exist ???

)

PPS. Sorry everyone for my bad english, but .... i'm Italian...

Track & Confirm e-mail update information provided by the U.S. Postal Service.

Label Number: EV99 5198 773U S

Service Type: Express Mail - Post Office to Addressee

Shipment Activity Location Date & Time
--------------------------------------------------------------------------------
Delivered LOGAN WV 25601 11/30/06 1:56pm
Out of Foreign Customs 11/18/06 7:05am
Into Foreign Customs ITALY 11/14/06 7:31pm
Arrived Abroad ITALY 11/14/06 7:37am
International Dispatch Chicago (O'Hare) AMC 11/10/06 8:58am
Enroute CHICAGO IL 60666 11/10/06 8:57am
Enroute HUNTINGTON WV 25704 11/09/06 7:41pm
Enroute LOGAN WV 25601 11/09/06 4:42pm
Reminder: Track & Confirm by email

Date of email request: 11/23/06