Drake
2/5
The company produces scanners that look good in specification, but their usability is hopeless. The price of these scanners is much higher than the competition, and the technical support is bed. The software and drivers for the scanners are full of bugs and poorly written. They didn't have user-friendly programs, focused on obtaining good data and ease of use. In scanner programs, you have to perform a lot of unnecessary tasks that could be done automatically. Instead of analyzing the scanned data, you sit and click strange options in a program that has an interface from the 1990s.
Support does not respond to emails, and this is the preferred method of contact. For example, you cannot contact them via Skype or Messenger, although they sell scanners all over the world. Employees who are the only ones who know the intricacies of the software and how to use a given scanner model are on vacation, there is no direct contact with them or they do not respond.
Of course, they offer training, but it is not done on time, you have to wait a long time for it, and the license time runs out. During our training, they were just preparing the hardware and software for use and we lost a lot of time. They weren't ready with software licenses, system software and parts. There is too much theoretical knowledge and too little listening to what the customer needs and how he will use these scanners.
When you buy a scanner, you get 500 licenses for 100 programs and of course they are time-limited to rip you off for new versions of the programs when they are released, even though the scanners are extremely expensive. This subscription model is not profitable for users. Just managing these licenses is a pain.
On the plus side, all Riegl employees are very nice in direct contact when you finally caught someone. However, as supposedly the best and one of the most expensive companies on the market, they are definitely not professional enough.
