Summary: This letter is a summary of my experience with PlanOn for the past 6 months.

It all began innocent enough, I saw an article about the Docupen, and saw immediate possibilities for potential use. Over the summer of 2006 I was going to order the DocuPen 800 Pro, for I was going to have great use in my teaching environment with Worcester State College as well as Becker College, both located in Worcester, Massachusetts.

From a technological perspective, I was intrigued, so began my research of trying to learn more of the product. I searched the web for reviews, personal opinions, etc… and well all in all, things seemed positive minus the software interface and the fact the system shuts off after EVERY one page scan.

Anyway, in early August I decided to order a Docupen, even though on the website it said orders were taking 2-3 weeks to fill. I called sales, and was told that do to manufacturing delays, it was going to be closure to 4 weeks for fulfillment or I could just call back in September when the Docupens are to be in.

I placed my order on September 15, 2006 for a DocuPen Rc800 Pro, standard color $349.00 order number:XXXX. Now all I had to do was wait. Two weeks went by and no word from PlanOn in regards to the status from my order. Now school has been in session for a week now, but that is ok. When I called, I am told that the shipment didn’t arrive do to manufacturing difficulties. At this point, I am willing to believe customer service. Two more weeks go by and still not response from customer service about the status of my shipment. I attempt to call the 1-888-507-3926 and keep getting the answering service. I tried on-line chat-support, only to find out that an order that was suppose to take 2-3 weeks, is now going to take 6-8 weeks. The kind lady from customer service offered me a carrying case for the scanner when it arrives. I really didn’t care about any carrying case, I just wanted up front honesty about where the heck my scanner was and when was it going to be delivered.

3 months go by and finally, the Docupen scanner arrives, was it worth the wait, NO! In total, the delivery time took over 3 months. In such time I was able to find another product that better met my needs for the purpose of scanning documents. Even though I had decided to purchase another product, I was still looking forward to using my PlanOn DocuPen. All I have to say is that I was sorely disappointed at the scan quality, the poor software options and overall experience for PlanOn. So with no hesitation, I requested to return my DocuPen under the 30-day money back guarantee.

Was that to be the end of my frustrations with PlanOn, NO!

Here is a time line of various correspondences in the attempts to get an RMA and refund issued.

December 4, 2006 – initial request for an RMA
December 4, 2006 – I receive standard RMA procedure
December 4, 2006 – All required questions from RMA questionnaire have been answered and emailed back
December 11, 2006 – receive RMA sheet
December 12, 2006 – send back Docupen according to PlanOn specifications with tracking # and signature confirmation, emailed RMA department to inform of status
December 14, 2006 – receive email from RMA rep saying that they will be looking out for the package
December 18, 2006 – receive email verification (from Post Office) of signature confirmation
January 8, 2007 – I email RMA rep to find out status
January 14, 2007 – I email RMA rep again to find out status
January 18, 2007 – I receive an email from the RMA rep informing me that the package had indeed arrived, and that the credit would be issued in 5 days
January 25, 2007 – I still have not received any verification or communication that my credit is being processed
January 29, 2007 – I call PlanOn and have the following conversations “called PlanOn today (1/29/07) I spoke with a Harmony from customer service. I was told that April McKnight is the credit manager. Apparently the credit manager has been out of the office for the past week. Though that doesn't explain the email from Nick on 1/18/07 explain that the credit will be issued in 5 days. Here over two weeks after that email, apparently the credit is still sitting on April's desk. I was told by Harmony that it will be taken care of this week.”

So I have been more than patient in regards to waiting for reply and follow up from anyone from PlanOn. Every time I contacted someone about the request for an RMA, I was the one that had to follow up (4 times) before receiving a reply to my request. I have now emailed three times in regards to receipt of my returned docupen.

Needless to say, I find the product not worth the time or the money. The company has miserable customer service. But I should have been aware of this when I first placed my order and was told it would take 2 weeks and it arrived 3 months later, and the product was a piece of junk.

Summary: Its new technology, nobody know what kind of device is that, which is the power of it!When is in my pocket i can scan everything useing surface of glass, wood, paper. To scan correctly you have to build your own skills to do it, cuz the scan is always manual, using your hand!I need to know with what speed,fit and reability to use it! Exept that fact the device is excellent in his sort, but i believe even better and develop products of this kind will show up soon!

Summary: http://www.planon.com/docupen_rc800.php

I agree completely with the other reviews.

Plus,I had to send my Planon RC800 Pen Scanner back 3 times because one or more of the LEDs was not working.

After about two years later I still have a defective $400 piece of junk that I can do nothing with!

What are the odds of getting 3 defective Planon RC800 Pen Scanners?

Stay away from Planon! Unless you have the patience of a Saint and don't mind waiting for literally years to

only get ripped off again and again.

Customer Service is almost non existent! Planon is a badly run company and has no quality control. Stay away

from them.

They are selling over priced defective Pen Scanners.

\"The only defense for libel is the Truth!\"

Stay away from Planon, especially the RC800.

Learn from those of us who have been burned. Life is to short to make your own mistakes, learn from the mistakes

of others especially my mistake in dealing with Planon in good faith for years and the loss of lots of money.

Yours very sincerely and respectfully,
Frank Funston Eckdall
Unix Administrator
P.D. Don't say you weren't warned!