New Reviewer

Received broken scanner

I have been calling and emailing these guys for two weeks. The return process for the company I bought it from is dreadful (Have to pay for shipping and insurance AND they keep 20% of the payment.) Still have heard nothing from mustek, would love a little customer support. I have a one year warranty but no way of enacting it without talking to tech support first. Scanner is an A3 2400S large format scanner, scanner bar doesn't move. Sounds like something is also rolling around inside the scanner. Would like a refund/replacement/return/repair. But reaching them seems to be impossible.
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ID
#471394 Review #471394 is a subjective opinion of poster.
Loss
$400

Missing after sales process

I have bought an ups line interactive PowerMust2012. In Oct 2013 I have a need for a service repair and I find that actually there is no authorized company to take the product and repair/replace the main board (batteries are still ok). I can only give away and buy a new one. Also I would like to change batteries there is no possibility to purchase replacement batteries from Mustek service. Only I can buy similar batteries from other manufactures. I contacted service Mustek during Oct-Dec 2013 and still NO solution given by Mustek Germany. Bottom line: Mustek is selling UPS products in EU without ensuring an after sales process.
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ID
#465308 Review #465308 is a subjective opinion of poster.
Location
Bucharest, Bucharest
Loss
$150
New Reviewer

Scam of a company

Update by user May 26, 2013

No response whatsover. Don't ever buy their products.

I called Taiwan and they gave me the number of some person in Holland.

That company only does repair work for Mustek and was not interested in helping. Horrible

Original review posted by user Apr 25, 2013
I bought their scanner MCS-500 A3 pro and there was no driver for macs. On their website there is a photo of a woman on a phone and it says contact but there is no phone number!!!! I've sent several emails and no reply. Pathetic. Don't ever buy any of their products. I hate this company. I am returning the product to the website I bought it from. I called them and asked for a number in the Netherlands and the one they gave me doesn't work. I searched the web but to no avail. Simply dreadful customer service. I'm done with them!
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ID
#403291 Review #403291 is a subjective opinion of poster.
New Reviewer

MUSTEK: Appalling Technical Support Service

This review involves Mustek.com.tw, Mustek.com and Mustek.de. Recently my PC crashed and I had to reinstall Windows XP (SP2). I also had to reinstall my Mustek 1200UB scanner, which I purchased about 8 years ago. However the CD disk that came with the scanner only had the drivers up to windows 2000. When I visited either the Mustek.com or Mustek.com.tw websites, I found what I thought were the XP drivers for my 1200UB but the instructions for the installation were so poorly written that they could have been written by a five year old. Not only was the grammar appalling but the instructions appeared to be referring to .exe and .lib files that weren't even there. When I tried to install the drivers according to my interpretation of the installation instructions, my PC suffered a fatal crash (blue screen of death). The blue screen error codes indicated an incompatibility with a device and/or driver. I had to assume that it was due to the scanner drivers. To say that I was NOT happy with this situation would have been an understatement. When I contacted Mustek.com they were of little help and referred me to Mustek.com.Tw who in turn did NOT respond at all!. Eventually I managed to track down the email address of one of the senior tech support people at Mustek.com.tw ( http://www.mustek.com.tw/html/global.html) and when I wrote to him about the issues I was having, he replied with "What is your point I can not understand. Please let know what os and model you use" My email to him had ALL the relevant information including OS and Model number. As a senior representative of Mustek.com.tw, he was absolutely no help whatsoever. He finally stated that "Western Europe not my focus area. Contact Mustek.de". The problem with this suggestion was that there is no mention of the existence of Mustek.de on the Mustek.com.tw global site. I decided to contact Mustek International B.V. in the Netherlands at the same time that I posted my tech support request on the Mustek.de website. Whilst Mustek International B.V replied fairly quickly but referred me back to Mustek.com.tw. However, Mustek.de took a month to respond with the following "Please for driver update refer to www.mustek.com.tw . In case you would not find the driver for your operating system we are sorry, we can't help any more. A lot of old scanners did not support new operation system. " This final advice was ironic, because as I was waiting for a reply from Mustek.de, I managed to find the original email from Mustek.de from 5 years ago where the tech team at the time, had attached a special tool called "˜fixwinxp.exe' that would correctly install the XP drivers. There is absolutely NO sign of this tool on the Mustek.com.tw, Mustek.com and the current Mustek.de websites. In conclusion, the driver installation instructions and the subsequent customer service support were ABSOLUTELY APPALLING! If you intend to purchase a Mustek product, be prepared for an almost non-existent support facility should you have any problems.
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1 comment
#796561

I ordered the A3 1200s scanner which didn't work and have been trying to get their support to contact me for almost 3 weeks now. I have reported them to every agency I can think of.

Their support is worse than appalling.

It is simply NON-EXISTENT. :(

ID
#277704 Review #277704 is a subjective opinion of poster.
Location
Lincoln, England

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