Brenda M.

Contacted customer Support which is 1 person apparently Mr. Hamerick. Vuescan was not recognizing my Epson ES 400 Scanner and I had already tried all that was suggested on the website first. Mr. Hamerick initially emailed me to assist me and I was given a specific set of instructions to "click on File and then Default Options and then proceeded to instruct me on the "Drop-Down Menu" that was supposed to drop down. This never happened the drop-down menu was NOT dropping down and I wrote back to Mr. Hamerick letting him know that there was no Drop-Down menu after clicking Default Options as instructed. So I got a reply email from him telling me to "STARE AT THE SCREEN FOR 10 MINUTES TO FIND FILE FROM THE MENU AT THE TOP LEFT OF THE PAGE" This was his answer to me after I already knew where the file was located, clicked on it and then clicked on the Default Options at which point the Drop-Down menu was supposed to appear. So not only does he apparently not care about customer service which shows by his useless and inappropriate response, but I wrote back to him again letting him know I didn't need to stare at anything I knew where everything was and what he was talking about and followed his instructions to the letter until I couldn't go any further, but because I canceled my subscription, he discontinued to attempt to help. Furthermore, I canceled the day after I bought the subscription and the website tells you immediately that you can continue to use the service until the end of the billing cycle which meant I have a full month left of service to try to get things working correctly and receive support and nothing, no response or further attempt to help me just his sarcastic email. I did receive an email on how to cancel my subscription from him but by the time I received it, I had already seen the instructions on the website and canceled before receiving that email. Very disappointed all the way around. Obviously, Mr. Hamerick can create an online business and software but rather not be bothered when it comes to providing help to paying customers. I usually purchase the 1-year subscription when given the opportunity, thankfully this time I only subscribed at the $9.99 a month price so I only lost a little over $10 after tax and some time!