diane aarts

MUSTEK - 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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Loss:
$400