Scanner Support Hell
- Overseas Support Agent (OSA): Hello, thank you for calling Mustek. How may I help you?
- Me: Hi. I'm trying to get a Mustek A3 USB 1200 Pro Scanner to work with my Mac.
- OSA: I will be glad to help you. What operating system are you running?
- Me: Mac OS X 10.5.6
- OSA: Thank you. Now, we will -
- Me: Actually, if we could save some time, I've already actually installed these drivers, but I'm not sure they went anywhere, since I can't see them anywhere in the system.
- OSA: OK, first we will have to try a few steps. If you could open Image Capture.
- Me: See, I've already done this part, and it says -
- OSA: Sir, we need to open Image Capture to see if it recognizes the scanner.
- Me: I'm telling you, I already did, and it didn't recognize it.
- OSA: Sir, could you please open Image Capture and tell me what it says?
- Me: Sure. It says 'Image Capture device not found' — just like I told you it did.
- OSA: Sir, Image Capture will not see the scanner, which is why -
- Me: I'm sorry — what did you just say?
- OSA: Image Capture will -
- Me: -will NOT see the scanner?
- OSA: Yes, that is correct.
- Me: So, why exactly is that step part of the troubleshooting again?
- OSA: Sir, you will need to have a photo editing program, such as Photoshop
- Me: I have plenty of photo editing programs. Let's see here...
- Me: <searches through Apps folder>
- OSA: Sir, I need to know exactly what you are doing.
- Me: I'm finding my image editing software. Let's see... here's Graphic Converter, and it... nope, it doesn't work. How about VueScan? No? OK, let's try GIMP. No again?
- OSA: Sir, if you will open an image editing program, like Photoshop --
- Me: You mean, "Open Photoshop."
- OSA: Or any image editing application, like Photoshop.
- Me: No, because I just tried using the Twain drivers to download images, and it froze the scanning interface. It doesn't work on any of the other image editors I have. You're saying it requires Photoshop, right?
- OSA: Well, yes. That is correct.
- Me: So, this scanner is advertised as being compatible with Mac OS X, but in fact, it requires a $600 program in order to provide the basic functionality that is advertised. Is that about the sum of it?
- OSA: Well, yes. i suppose it is.
- Me: So, and please understand, I know this is not your fault — but don't you think that it should say somewhere either on the box or in the system requirements that in order to use this scanner with a Mac, you need a $600 piece of software?
Scanner Support Hell
- Overseas Support Agent (OSA): Hello, thank you for calling Mustek. How may I help you?
- Me: Hi. I'm trying to get a Mustek A3 USB 1200 Pro Scanner to work with my Mac.
- OSA: I will be glad to help you. What operating system are you running?
- Me: Mac OS X 10.5.6
- OSA: Thank you. Now, we will -
- Me: Actually, if we could save some time, I've already actually installed these drivers, but I'm not sure they went anywhere, since I can't see them anywhere in the system.
- OSA: OK, first we will have to try a few steps. If you could open Image Capture.
- Me: See, I've already done this part, and it says -
- OSA: Sir, we need to open Image Capture to see if it recognizes the scanner.
- Me: I'm telling you, I already did, and it didn't recognize it.
- OSA: Sir, could you please open Image Capture and tell me what it says?
- Me: Sure. It says 'Image Capture device not found' — just like I told you it did.
- OSA: Sir, Image Capture will not see the scanner, which is why -
- Me: I'm sorry — what did you just say?
- OSA: Image Capture will -
- Me: -will NOT see the scanner?
- OSA: Yes, that is correct.
- Me: So, why exactly is that step part of the troubleshooting again?
- OSA: Sir, you will need to have a photo editing program, such as Photoshop
- Me: I have plenty of photo editing programs. Let's see here...
- Me: <searches through Apps folder>
- OSA: Sir, I need to know exactly what you are doing.
- Me: I'm finding my image editing software. Let's see... here's Graphic Converter, and it... nope, it doesn't work. How about VueScan? No? OK, let's try GIMP. No again?
- OSA: Sir, if you will open an image editing program, like Photoshop --
- Me: You mean, "Open Photoshop."
- OSA: Or any image editing application, like Photoshop.
- Me: No, because I just tried using the Twain drivers to download images, and it froze the scanning interface. It doesn't work on any of the other image editors I have. You're saying it requires Photoshop, right?
- OSA: Well, yes. That is correct.
- Me: So, this scanner is advertised as being compatible with Mac OS X, but in fact, it requires a $600 program in order to provide the basic functionality that is advertised. Is that about the sum of it?
- OSA: Well, yes. i suppose it is.
- Me: So, and please understand, I know this is not your fault — but don't you think that it should say somewhere either on the box or in the system requirements that in order to use this scanner with a Mac, you need a $600 piece of software?
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