kx80racer

Money refunded, so I'm satisfied.

MP3Car.com

 

v1per

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.

__________________
Max Messinger
Computer Expert
Car Newbie

2000 Maxima CarPC Progress: 99%--Basic computer fully installed, full stereo overhaul planned for the future

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.

ProScan

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

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.

__________________
Max Messinger
Computer Expert
Car Newbie

2000 Maxima CarPC Progress: 99%--Basic computer fully installed, full stereo overhaul planned for the future

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 ...

Follow there is a summary of my Email:

aquanaut20

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

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.


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

RacerRex

<-- Nice smilie

ProScan

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

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 :

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...

aquanaut20

Well I finaly recieved a PM (feb 22/07) from the MIA, asking me to supply information, all of which was supplied in 4 tickets and a personal email, guess he dosnt read his mail.

WAX-614769

FOJ-226644

FVL-379838

4th one has been deleted from list, Hmmm!

aquanaut20

Hi,
Thank you for posting your ticket numbers on mp3car. I was able to track down your tickets and identify your order.

Your item did ship next day.

However, your problem is that you received a faulty CD. I apologize for this, and I have notified our shipping company to package our installation CDs more secure.

Since you were able to download everything, I will provide you with a s/h refund.

The problem you appear to be having is that you have not installed the Microsoft .NET Framework. The link to download the .NET Framework is available on our software download page... where you downloaded our ProScan software.

If this does not fix your problems, please let me know. Please reply to this email instead of posting more tickets.

Regarding our tickets...

Brittany A. was hired mid last year to be our lead CSR. Her sole job was to respond to all customer inquiries no later than 24 hours after we received them. She started off great, but her performance began to decline. We warned her repeatedly and we gave her way too many chances. We were reluctant to let her go because she was pregnant. Her job allowed her to work from home during her pregnancy. So we continued to warn her, and she kept promising to do better. During all of this, I was forced to sugar-coat complaints on forums regarding our customer service. I wasn't sitting idle, though. I was working on an application to integrate our eSupport system with our order management system. This would make it easier for us to look at order information while answering questions.

However, on Friday, February 23, I logged into eSupport to do a weekly review of Brittany's work and discovered that she had only worked 2 hours all week. There were 8 pages of unanswered email. Looking into things further, I discovered that she wasn't even properly answering the emails that she was handling.

It was either continue to lose customers and get bashed on forums, or finally let Brittany go and hire someone more dependable. So we let Brittany go. I hate it, but we were really just paying her to destroy our reputation...

We're working hard right now at finding a knowledgeable replacement.

I do believe that we offer the best ELM-based software at the best price. And our shipping process is excellent, with all of our orders leaving same or next day. Our only problem right now is customer service, and I truly intend for us to offer top-notch service within a month or two.

Again, I apologize for the lack of support you received. If you are not completely happy, we will honor a full refund.

Let me know if you need anything else.

Thank you,
David Gore
Owner, Gore Research
Developer of ProScan

I am responding here so that there is nothing hidden, and the folks on this forum are kept informed,

1. There is no lack of .NET, as I have all versions including the service pack (I taught computer tech at the University).
2. I have since purchased an OBDII from ALLINONE, which has worked flawlessly.
3. Yours is not the least expensive as you advertise, ALLINONE cost me less tham $100.00.
4. You have not Responded to you claim of price match.
5. I purchased your unit for my son and he is struggling with it, by profession he is an Aeronautical engineer, so this should be a no brainer.
6. Time will tell if you will indeed honour your promises or if this is just another blow off.
7. You did not acknowledge my emails to you personal address(so dont just blame the help).

RacerRex

Here's my update:

I placed my order really late Feb 19th, so we'll just call it Feb 20th. MyScanTool.net's Order Status page showed that they 'shipped' it on Feb 22nd (though this seems to have been an end-user printed label and not actually delivered to USPS, according to USPS). The rest of the delay was USPS getting it to me (3 days); meaning that it just arrived today (Feb 26th).

I decided that I should try it out immediately as a few people had some installation/cd/key issues. So I took it out and ran through some of the screens, collected some data, pulled a check engine light code (got one that I already knew about and one more to boot, bummer).

All in all, though I would have liked to have gotten it sooner I can't complain (especially since I didn't pay for getting it sooner). Nearly a week isn't next day in the mailbox but for at least one customer Gore Research did okay by me.

--RacerRex

ProScan

That's fine by me.


In your support ticket, you simply stated: "I cannot open the application due to common language runtime debug messages". With such little information to go on, I recommended that you check to make sure you had the .NET Framework installed. If I had screenshots or more descriptive error messages I could have provided you with better help. Based on your description, it sounds like a classic case of not having the .NET Framework installed.


No, that's where you're wrong. ProScan is the most inexpensive generic PC OBD-II scan tool in its class. If you can find a SIMILAR product, we will gladly price match it. However, the ALLINONE unit you are referring to is for the hardware interface only. They then recommend that you use a free application or buy a premium application to use with their hardware. Our ProScan kits come as a total package including both the hardware AND software.

Now if you want just the interface hardware, we'll gladly beat ALLINONE's pricing.



I just did above. We'll beat the socks off of ALLINONE's hardware-only pricing. But we can't price match our total package with a partial package.


So why didn't you buy your son the ALLINONE kit as well? I mean you just stated that it works great and is cheaper than our kit... so it seems like a no-brainer. That is unless you intended to use the ProScan software in your son's kit with your ALLINONE hardware as well? But that would be a little illegal...


I've already apologized, explained myself, offered assistance, and offered a full refund. And now I've responded to your questions on a public forum. I don't think I'm blowing you off...

If you have further questions, feel free to let me know. If you want a refund, send everything back, I'll void your serial number, and I'll provide you with a full refund including your s/h.

I don't know what else you can expect of me...

David Gore
Owner, Gore Research
Developer of ProScan
http://www.MyScanTool.com

ProScan

Thank you RacerRex! Finally someone on this forum takes the time to write about their positive experience with us... I wish all the others would take a few minutes to do the same.

I'm glad to hear that ProScan is working well for you.

David Gore
Owner, Gore Research
Developer of ProScan
http://www.MyScanTool.com

MP3Car.com