Existing users, 
Let this be a lesson to would-be VueScan buyers.
I purchased Vuescan standard edition in 2007 ($40) and upgraded within the year allowed. But the update caused Vuescan to behave unpredictably and often crash my Mac running OS X / 10.4.11. After struggling (and numerous hours invested) I finally sent a detailed description of the problem to Hamrick, as he asked. Without diagnosing the problem, Hamrick suggested I download the latest version - 8.4.85.
Problem solved; works fine again. But now Hamrick is charging me ANOTHER $40, refusing to allow me to use the remedy version without the watermark on every scan in the trial version.
I've already paid $40 once, and won't pay it again. I first asked to go back to the earliest version that I downloaded and forget about the upgrade. Nothing doing, he said – archived older versions would take "hundreds of megabytes" he said. AND HE'S THE DEVELOPER!
So Hamrick wants another $40 to upgrade to the professional version.
Let this be a lesson: When you deal with an individual developer as opposed to a corporation (such as LaserSoft and it's Silverfast scanning software), they are free to dismiss your claims and turn their back. For my $40 invested in VueScan I can only use the trial version now.
Buyer beware. Try Silverfast.
Mark Elliot
VueScan
Scanner software for most scanner brands.
Version: 8.5.39
Poor support from Hamrick @ Vuescan - beware
Feedback Type: Commentary
Contributed by: mrmarkiem Friday, September 19 2008 @ 01:34 PM PDT
Product Platform: MacOSX
Used Product For: Over One Year
Recommend Product: NO
Comments
Poor support from Hamrick @ Vuescan - Strider72
Mr. Hamrick --If the last update he got with his purchase had a bug that made it unusable, I think it's entirely reasonable for him to expect the bug fix.
He _had_ a working piece of software. You, the developer, introduced a bug that broke things. It happens -- nobody's crying foul over the existence of bugs; _but_ as you did legitimately introduce a bug, you should probably give him the one more update to fix that bug.
You have (historically) a very pedantic view if this type of thing. I know you're not hurting for customers, but this is just good customer relations. How many people do you think this guy is going to tell about his bad experience? And frankly, he's right.
Give him the bugfix. He's not asking for much.
Tuesday, September 30 2008 @ 05:41 AM PDT
Poor support from Hamrick @ Vuescan - beware - waldstille
I have to agree with Strider 72. If the developer introduces a bug into a working version especially during the 1 year period, then he should provide a fix for it. It doesn't HAVE to be in the form of an upgrade, but if he has no other solution than the upgrade, then he should give the upgrade for free since he was responsible for the working version no longer working. As it is, the customer wasted a lot of time and had no choice but to spend an extra $40 (or else lose the application altogether). This is not fair. I feel that if only to compensate for his wasted time and frustration, a free upgrade would have been a fine gesture that would have actually benefitted both the customer and the developer (who would have gotten good publicity).I do not disagree ON THE WHOLE with what Hamrick says, but in this case, he is giving the customer a bad deal and himself bad press. One should ALWAYS take particular circumstances into account rather than apply general principles in a Procrustean manner. I believe it is good business practice always to put oneself in the customer's shoes: how would you like it if you got a free upgrade that introduced a bug and then found you had to pay for an upgrade that worked?
Thursday, November 06 2008 @ 01:26 AM PST
Poor support from Hamrick @ Vuescan - beware - edhamrick
I'm sorry you're not happy about this, but you only get free upgrades and bug fixes for one year with the Standard Edition. You get unlimited free upgrades and bug fixes with the Professional Edition. That's the main reason they have different prices.I encourage every one of my customers to try Silverfast before buying VueScan :) Silverfast isn't a universal binary, it costs a lot of money, upgrades are expensive, you need to buy a separate copy for each scanner, it's much more difficult to use, and it doesn't use multi-core processors.
You can download a trial version of Silverfast from www.silverfast.com
Regards,
Ed Hamrick
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Wednesday, September 24 2008 @ 01:31 AM PDT