So I ordered this scanner from NewEgg to scan in a large number of my grandmother's old photos. The description on the Epson Perfection 4490 said ( http://www.newegg.com/Product/Product.aspx?Item=N82E16838110126 ):

Me? I'd take a screenshot of their page and circle/highlight the pertinent text. Then email same as attachment to complaints@newegg.com along with a link to this thread...tell'em you're the webmaster/owner as well.
See if that helps...and keep asking to speak with higher ups/supervisors.

The pricing at NewEgg is no longer as good as it used to be and they are ATTEMPTING to sell us on their better than everybody else service to justify their usually higher than most everybody else prices...talk is cheap Egg
False advertising is just that.

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Item#:N82E16838110126

Epson America

EPSON Perfection 4490 B11B176011 4800 x 4800dpi 48bit USB 2.0 Interface Flatbed Scanner - Retail

newegg

EPSON Perfection 4490 B11B176011 Flatbed Scanner - Retail
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EPSON Perfection 4490 B11B176011 Flatbed Scanner - Retail EPSON Perfection 4490 B11B176011 Flatbed Scanner - Retail EPSON Perfection 4490 B11B176011 Flatbed Scanner - Retail EPSON Perfection 4490 B11B176011 Flatbed Scanner - Retail EPSON Perfection 4490 B11B176011 Flatbed Scanner - Retail EPSON Perfection 4490 B11B176011 Flatbed Scanner - Retail EPSON Perfection 4490 B11B176011 Flatbed Scanner - Retail EPSON Perfection 4490 B11B176011 Flatbed Scanner - Retail EPSON Perfection 4490 B11B176011 Flatbed Scanner - Retail EPSON Perfection 4490 B11B176011 Flatbed Scanner - Retail EPSON Perfection 4490 B11B176011 Flatbed Scanner - Retail EPSON Perfection 4490 B11B176011 Flatbed Scanner - Retail
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OverviewCustomer ReviewSpecificationsProduct Tour

An advanced flatbed scanner for demanding photo-and-film tasks, Epson's Perfection 4490 Photo features a transparency unit with a moving light source that scans up to twelve 35mm negatives or four 35mm slides simultaneously. Epson used its Color MatrixCCD (Charge-Coupled Device) sensor to deliver scans with resolutions up to a 4,800dpi resolution and 48-bit color depth, giving you precise color and detail, whether scanning slides, negatives, or photos.

With Epson's Digital ICE Technologies you can easily remove dust and scratches from film, and many types of surface defects from prints, minimizing costly retouching. And, with the convenient film holders included, you can even batch scan multiple slides and negatives to increase productivity.

The unit features a Hi-Speed USB 2.0 connector for hooking into your computer. A full software suite is included featuring LaserSoft Imaging SilverFast SE 6, Adobe Photoshope Elements, ABBYY FineReader Sprint Plus OCR, Epson Copy Utility, and Epson Scan with Epson Easy Photo Fix Technology.

Something like that Jason..to show that they are advertising a product which THEY say includes something and have been told by a purchaser the promised product was NOT as claimed...and they are trying to NOT deliver what is posted on their website.

Make it right NewEgg!
And change the bloody webpage
Don't point a finger at Epson when you are aware they have changed it.
Go the Epson site product page(provided on the Egg's product page) and see...their page's specs and the Egg's specs are different. Oops! An EggHead screwed up.

I have no doubt you checked both of the CD's to make certain the software wasn't hiding on them Jason.

Yup. Checked both CDs. I even installed Photoshop Elements just in case it was included as a plugin or something. Then I verified with Epson themselves that the Silverfast software doesn't come with the Perfection 4490 scanner.

Thanks for the e-mail address. I'll try that. I've already made a PDF of the page just in case they correct it and then deny that it was ever wrong. (Not sure if they'd do it, but I'm protecting against it nonetheless.)

In fact, I'm attaching the PDF to this post to help prove when I took it. (Even though I took it a couple of days ago.)

I'll e-mail NewEgg now.

E-mail sent to NewEgg:

Good letter, Jason. It speaks to the facts, doesn't get hostile & points out that Newegg's reputation at PCQandA is now being reviewed by it's many participants.

Fred

Jason, I fully agree with Fred. Great letter!

I have been doing the same as you, recommending Newegg to everyone and buying from them with complete belief that they were still the company I had come to love and trust. I am shocked at what you guys are experiencing and will certainly hesitate to make any further purchases from them. I will certainly be watching as this saga plays out. So sorry you are having such a hassle getting what you were promised and paid for.

.
Onward & Upward !
Sid

WINDOWS 10
ASUS P8Z77-V Pro MB
Intel i5 3750K CPU
8g Corsair Vengeance DDR3 RAM
Corsair Neutron 250g SSD

Keep us updated. I order parts from Newegg almost every week. While I'm betting they make it right to you, I'm surprised you had to do more than the first phone call.

Can they legally not make it right?

I mean isn't this false advertising?

Visit the Basement

In my experience they will honor your request and their ad. You'll get the software. I bet!!!

Jazzgirl

Ed W.

"IN GOD WE still TRUST - ALL OTHERS, WE used to MONITOR"

I read that to be an explanation of who to turn to for warranty issues and that the links below your quote may not be current (as hyperlinks frequently change).

Not the product description.

I provided a screenshot to show what you're referring to, because I had to look a little to see what you quoted.

Visit the Basement

Attachment #1, (jpg file)

I also don't believe it covers it as Epson basically said they didn't bundle it. Not that they stopped bundling it, that they didn't. There is a difference as there was no change.

"Tell me and I'll forget. Show me and I'll remember. Involve me and I'll learn."

I have that same scanner. I purchased it after much research back when I Installed Vista, since my old Microtek scanner had no Vista drivers.

I did not get the program you are concerned with, Actually I never heard of it, and I scan old photographs and restore them all the time with great success. I have even colorized black and white photographs.

Shelly

They should provide the software advertised and nothing else. This is surprising, I have used NewEgg many many times over the years and never had one problem they did not take care of. Have you tried asking for the manager or person in charge? Calling and speaking to a different person could be a good idea. This could be a sign of a very nasty economy. If this was a NewEgg mistake they should take care of it. Does the box it came in make that claim? If the manufacturer made the mistake then they are ones that should be held accountable.

I wonder if THIS DEMO version is what they intended.
You might try rummaging around the silverfast site to see if there's some Epson registration thingie...I did find your model listed on the Silverfast site.

Me, personally, I would take them on their word for the credit. I buy some stuff from Amazon rather than NewEgg now, but have been rather happy in the past with their service. But I think, as someone suggested, telling them you're an influential webmaster for THE best and most influential computer forum in the U.S. (ahem) and would like to talk to someone higher up might earn you a free copy as well.

After looking at this scanner and reading what Shelly said, I decided to buy it as well! So, thanks for posting this Jason, and good luck with the deal on the software. I've been relying on my rather untrustworthy HP PSC 950 for many years, and just wondered the other day what to do with family photos that are yearly fading away.

I would like to read a topic on how to scan photos AND store them safely for another 100 years or so. I find it hard to believe that DVDs and such have a limited life span (I have actual "floppy" discs that still work fine on my old Commodore 64), but I know it must be true.

This is why I love this forum -- I always learn something new, and I often save time and money from what I learn -- so I will always give what I can (as long as I keep my job!).

A properly stored good quality CD or DVD should survive for between 50 and 200 years regardless of what you may have read. Optical disks are the most stable storage medium to yet have been developed.

The problem is that technology marches on, and optical disks will be superseded by future new technologies. Twenty years from now you will have about as much chance of obtaining a player for optical disks as you would for finding an 8 Track player today.

The solution is to always transcribe your valuable stored photos to the next great new technology. The one I see being next will be holographic storage, which will hold terabytes of information. What lies beyond that I can't even imagine, but I will not likely be here to worry about it.

Shelly

Thanks! Wow -- holographic storage. A dream of the past (or a fantasy), but now within the realm of possibility. For now I'll scan photos, store them on DVD and make photo reprints of the most important.

We all will have to pass on one day and not worry about it. I trust that there is a greater memory that will hold all good things in permanent storage.

Something else I'd recommend: Write a short blurb about some of the photos. It doesn't have to be much, who the people in the photo are, when it was taken, what you were doing. Special photos might get a bit more. Perhaps limit yourself to a text file to ensure future readability. (Don't rely on Word files being readable 50 years from now. I have stories I wrote 20 years ago using ProText that aren't readable today.)

I have plenty of photos of my grandparents and great-grandparents that I'd like to know the stories behind. For example, this photo of my grandmother:



She's the one one the left. According to the date on the photo, she's 19 or 20. Other than that, I don't know who the other women were or any context of the photo. And since both my grandparents have passed away, I doubt I ever will.

Jason,

This is a great picture. Did you restore it, or was it in this good condition?

I love old pictures. Some of these old B/W pictures have such character. The images are so different than digital ones today - even if you convert them to B/W. It is more than the "fashion" of the time - I don't know how to explain it.

I am fortunate to have family photos from the early 1900s and a few (very few) from the late 1800s.

Priscilla L.

That's pretty much right from the scanner. So far, I've scanned over 130 of my grandmother's old photos and I still have nearly 100 to go.

Boar,

I found this website several years ago:
http://www.scantips.com/

I don't know how much the author has kept up with technology or how much he has added to the site. He used to sell a spiral-bound tutorial that I purchased back when I found the site. The author lives in Plano, TX - where I do - and I just picked one up from his house. At the time, it was up-to-date and very helpful as I wanted to archive many old photos.

Priscilla L.

Thanks very much. My Dad might find this of interest too, especially since he is a Texan by birth too! (He's from Wichita Falls).

I just called NewEgg again after my complaint e-mail went unanswered for nearly a week. I spoke with Latoya and she, while nice, seemed at first to be "passing the buck." She told me that the descriptions come from the manufacturer and they're responsible for any errors. I pointed out that the error was on their site and Epson told me directly that the software doesn't come with that scanner.

After putting me on hold for a bit, she came back and said that she's going to investigate why it said it comes with the SilverFast software when it didn't and will see if she can get a full $49 credit authorized for me. She promised to get back to me by the end of the day today or beginning of the day tomorrow.

I'm feeling cautiously optimistic now. Here's hoping that NewEgg doesn't disappoint. (I'm running out of hard drive space and might need to buy a new external hard drive soon. I'd love to be able to buy it from NewEgg.)

Thanks for the update. I was wondering what the status was on this.

I figured that since you haven't posted an update, that the email went unanswered.

Not looking good Newegg!

Visit the Basement

I'm disappointed that Newegg hasn't made this right yet!! You should not have to go through all this to get what seems is obviously owed to you. This thread is horrible publicity for them. It was an opportunity for them to show they are still the best, but it seems that opportunity has passed.

Visit the Basement

Read this today about Best Buy incorrectly listing a 52-inch Samsung HDTV for $9.99.

Visit the Basement

I like the scanner, but want the software that they said (and still say) comes with it. I shouldn't have to pay $49 extra to get something that they claimed was included in the purchase price.

I think their out is the fact that an offer to return the scanner was made to you.

Nightly Reader

I'm sure they just pitched their standard return policy to him.

Where he can return the scanner, if he pays return shipping -- thereby not admitting wrongdoing.

Visit the Basement

They didn't mention any terms to me. The second NewEgg representative I spoke with (the one who offered me the return option) just said he could give me an RMA number. I'm guessing that meant that I could ship it back (on my dime) and get my money back for the product (shipping to me was free).

Of course, that doesn't address my concern about the product which was that I didn't get the software that NewEgg said (and continues to say) I'd get. If I can't trust that NewEgg's descriptions accurately reflect what I'll get if I order the product, why should I shop at NewEgg at all?

Last night Latoya e-mailed me asking for my authorization to release my customer information to Epson when they try to get the SilverFast software for me. So it looks like things are finally moving forward.

Persistence usually does pay off with the Egg if you're reasonable and rightly due what you're fighting for.

Gigabyte balked at writing me a check for a rebate when that one rebate company went under awhile back but after many emails and conversations, NewEgg mailed me a check.

A "non-update update." I had heard nothing from NewEgg, so I e-mailed Latoya back. She responded that I needed to give my authorization for them to release my information to Epson. I replied back that I had given it, gave it again, and asked that this time she confirm that she received my e-mail. She confirmed it, so hopefully we're moving forward a step.

Wow. Two weeks.

This has long ago passed ridiculous.

Visit the Basement

Agreed. Shame on NewEgg

That sucks Jason. Even with the problems you're having, I just ordered a new motherboard from them to replace one that went belly up in my kids computer. I ordered it Sunday evening and it arrived Wednesday just after noon with standard shipping. Swapped out the old board and it's working great.

MSU

Did you mention that they have a link on our forum?

Shelly

We are also linked on their Help/Info page, under forums:


http://www.newegg.com/HelpInfo/ExternalLinks.aspx

Visit the Basement

I've been holding off on mentioning PCQandA, but now that's it has been another week without news about my refund (17 days since my original post), my patience has been worn out. Unless they expedite matters, I'm going to be recommending against shopping at NewEgg to everyone I know. It does pain me because they've been so good to me for so long, but their reaction to this whole situation has soured my view of them.

It/s a damn shame! I will certainly think twice before using them again.

*****************
_z36

Send them a link to this thread.

Shelly

Can we say... NewEgg Boycott

NewEgg grew their business by having customer service which dwarfed ALL the other etailers out there and they used viral marketing...used to be called word of mouth, principally from websites and users just like us...and yes, we were a part of it. It's apparent that they no longer need to worry about the individual customers...or so they think.

I am personally boycotting until NewEgg takes care of their CS issues, this one specifically

Mwave, Buy.com and Amazon will be getting my money

I disagree.

Once notified, they should update their website to not show that the particular software is included. (Seems they have been lax in doing that? So you can fault them there.)

They have offered Jason viable options. Can't seem where they can be held accountable for everything. If they give him something or do something over & above as a courtesy, then hey, thats great.

But to get all pissy at them I don't feel is warranted.


PS: If you order through BING, you can get an extra 10% off. (Be sure & read & understand BING's procedures.) (Normal BING/Newegg is 6% back, but if you search for "newegg", you will see a link that will give you 10% back.)

http://www.bing.com/shopping/search?q=newegg&go=&form=QBRE

--------------------------------------
BANK OF AMERICA.COM ONLINE BANKING SUCKS IN THE HUGEST WAY IMAGINABLE

Newegg.com's new image gallery layout sucks in the hugest way imaginable too !
And now they're using JavaScript to "turn" pages to boot ! SUCKS

This is getting more akin to a lynching. When you consider all the good they have done over the years, this is minuscule. They did offer a refund which Jason refused.

I know a lot of very happy customers, including myself, and I will continue to buy from them. It makes PCQandA look more like a big bully than a help forum.

Ed W.

"IN GOD WE still TRUST - ALL OTHERS, WE used to MONITOR"

.
Onward & Upward !
Sid

WINDOWS 10
ASUS P8Z77-V Pro MB
Intel i5 3750K CPU
8g Corsair Vengeance DDR3 RAM
Corsair Neutron 250g SSD

"I disagree.
Once notified, they should update their website to not show that the particular software is included. (Seems they have been lax in doing that? So you can fault them there.")

And there's the major problem as I see it...knowingly allowing MORE customers to purchase the unit based on wrong info when they've been made aware that the info is overstated. That leaves an extremely sour taste in my mouth.

They can do better by Jason or at least coax Epson into doing so if in fact the info on their site came from Epson.

For the heck of it I just checked and the software is still listed. They should have at least taken action on that. However, I've had nothing but good experiences with them over the last six years and am not ready to dump them over one issue. I've never bought a piece of hardware based on what software was bundled with it but I do hope they make good on Jason's issue.

MSU

Visit the Basement

MSU

I just got off the phone with NewEgg. They called me back. Apparently, this issue went to the top ranks of the marketing department and that was one reason why it took so long. They also thanked me for not being angry. (Well, I was, but I told them that I didn't think screaming on the phone would do anything.)

Anyway, I bought the SilverFast software while I was on the phone and e-mailed him the information. He's going to credit my credit card the full $49. It took awhile, but it looks like NewEgg's going to make it right.

Excellent!

MSU

And finally, today the description no longer says SilverFast. It did yesterday.

Visit the Basement

Boycott over!
All's right in the Western world

Whew! I can go ahead and make an order now. No "cold turkey".

*****************
_z36

Just to give the "final word" on this issue, I thought I'd let everyone know that the credit came through in a timely fashion. In the end, about the only thing I can fault NewEgg for is the lack of communication as to what was going on behind the scenes. Even a quick "Your issue is being escalated" e-mail would have been nice. I will continue to purchase from them and recommend them though.

You would do well here in Israel. If you don't walk the entire Via De La Rosa you are not considered serious enough to get what you simply deserve.


Ethan

Never doubt that a small group of thoughtful, committed citizens can change the world. Indeed, it is the only thing that ever has.
"Why shouldn't the American people take half my money from me? I took it all from them." - Edward Filene