- Report: #366092
Complaint Review: Gore Research-David & Amber Gore - Logan West Virginia
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Gore Research-David & Amber Gore
4 Terrace Woods Dr. Logan, 25601-3000 West Virginia, U.S.A.
Phone:
304-752-3052
Web:
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Gore Research - ProScan - David & Amber Gore Proscan & Gore Research Look Good On The Top End But Refuse To Even Try And Fulfill Any Of The Support They Advertise Logan West Virginia
I sent for my ProScan OBDII reader after a web search for such tools. ProScan came up at the top of the Google search and in several other posting ,as well as in sponsored links.
I checked out the site and was impressed with not only the advertised capabilities of the unit but with the comprehensiveness of the site itself. I had been wanting something more than the plug & play code readers sold in most auto stores and Walmarts.
i ordered the tool and received it a week later. However my first indicatiopn that this might not have been such a good buy was the fact that it arrive in nothing more than a plastic bag shoved inside a bubble wrapped envelope.
I loaded the software onto my PC just to see how it worked and when I plugged in the tool the new hardware wizard brought up the virtual driver installation screens just as it was supposed to. However when i went do the same on my laptop, it acknowledges I plugged it in but does not activate the wizard.
I tried to click on the support site link which came back as non-existent anymore. I then submitted a support "ticket" complete with a number but from which I didn't even receive a confirmation e-mail. I resubmitted the ticket and this time I got an acknowledgment and a follow-up link which just took me to where they had posted it on their support forum (which I had known about but had decided against using as most forums never resolve what I'm after).
I submitted a general e-mail when I found that their tech option assumed that you had actually got everything loaded in the first place. True to their word on the general address, I did not receive a "timely" or even any, response.
Then I called their voice mail line and despite a promise of next day response, a week later I'm still waiting.
Unfortunately it was only at this point that I bothered to do a thorough check into this outfit and found postings from as far back as 2006 saying the exact same thing about their support. The thing that baffles me though is that these two, who by most standards would appear to hucksters, seem to be trying to run a legit business here since they still have their home phone as a listed number which I and and others have used to pry beneath their online layers of anonymity. It just doesn't seem to make sense. And if the product is actually capable of functioning anywhere near as well as advertised then why would they not be trying to do everything they could to buy themselves not just prosperity but peace of mind as well?
Why build this great site and offer all these layers of support if you have no intention of fulfilling any of it?
Bob
Caledonia, Ontario
Canada
I checked out the site and was impressed with not only the advertised capabilities of the unit but with the comprehensiveness of the site itself. I had been wanting something more than the plug & play code readers sold in most auto stores and Walmarts.
i ordered the tool and received it a week later. However my first indicatiopn that this might not have been such a good buy was the fact that it arrive in nothing more than a plastic bag shoved inside a bubble wrapped envelope.
I loaded the software onto my PC just to see how it worked and when I plugged in the tool the new hardware wizard brought up the virtual driver installation screens just as it was supposed to. However when i went do the same on my laptop, it acknowledges I plugged it in but does not activate the wizard.
I tried to click on the support site link which came back as non-existent anymore. I then submitted a support "ticket" complete with a number but from which I didn't even receive a confirmation e-mail. I resubmitted the ticket and this time I got an acknowledgment and a follow-up link which just took me to where they had posted it on their support forum (which I had known about but had decided against using as most forums never resolve what I'm after).
I submitted a general e-mail when I found that their tech option assumed that you had actually got everything loaded in the first place. True to their word on the general address, I did not receive a "timely" or even any, response.
Then I called their voice mail line and despite a promise of next day response, a week later I'm still waiting.
Unfortunately it was only at this point that I bothered to do a thorough check into this outfit and found postings from as far back as 2006 saying the exact same thing about their support. The thing that baffles me though is that these two, who by most standards would appear to hucksters, seem to be trying to run a legit business here since they still have their home phone as a listed number which I and and others have used to pry beneath their online layers of anonymity. It just doesn't seem to make sense. And if the product is actually capable of functioning anywhere near as well as advertised then why would they not be trying to do everything they could to buy themselves not just prosperity but peace of mind as well?
Why build this great site and offer all these layers of support if you have no intention of fulfilling any of it?
Bob
Caledonia, Ontario
Canada
1 Updates & Rebuttals
David
Logan,West Virginia,
USA
Apologies
#2REBUTTAL Owner of company
Fri, July 23, 2010
This report has just been brought to my attention.
I sincerely apologize for any difficulties you experienced in dealing with us. I hope that by now we resolved your issues.
If you have any remaining issues at this point in time, please contact us at [email protected] and we will resolve them to your complete satisfaction.
We do strive to offer a great product at a great price, but customer service has haunted us from day one. We receive a flooding amount of emails and inquiries on a daily basis and our profit margins are so low that we can't afford a dedicated support staff to work around the clock.
However, in recent years, we have completely redesigned our support system and seem to be doing a much better job for the past two years at keeping up with customer support issues.
Regardless of the time that has passed, if you have any issues at all, please don't hesitate to contact us at the email given above and we will work with you until you are 100% satisfied.
Thank you.
