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I think we can all agree that the reader’s brand confusion over ScanSoft IBM ViaVoice from Nuance Communications is understandable. “If IBM ViaVoice only comes with poor support, or pay-to-send-us-an-email support, from somebody other than IBM, then it should be labeled abandonware or crudware.” “I think we have arrived at a time where brand doesn’t matter, the vendor doesn’t matter, and promises implied or explicit cannot be relied upon,” the reader wrote.
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Nuance markets it and supports it.” While she confirmed that e-mail support for the product does cost $9.95 per incident, the spokesperson also pointed out that the first incident is free for toll phone support and $19.95 thereafter.īe that as it may, the reader still feels hoodwinked. “It is still an IBM product in that they develop it and they own the technology. “We have had distribution rights for IBM ViaVoice since 2003,” the Nuance spokesperson said. ItĪ spokesperson for Nuance whom I contacted says that the product does actually still belong to IBM.
So, I would label this as a gigantic fraud on the marketplace. ‘IBM’ is screamed from every listing you can find on it. “The web site that I bought it from had a big picture showing it. “It's in a box with an IBM logo,” the reader wrote. Of course, what the reader really wonders is how supposed to know that IBM ViaVoice is not actually supported by IBM.
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After countless times, some error messages, and much hanging unresponsively, one install worked! Now I am not sure that it will work for him or what he can do if he runs into more trouble, but at least it’s installed.” “There was a restocking fee of 20 percent and a doctor depending upon my skill, so I was committed,” the reader wrote. Not surprisingly, the reader decided he would just have to make ViaVoice work himself. Not a very friendly way to begin a support relationship. Along with the ten bucks, one is also required to fill out a long online form demanding name, address, phone number and other personal information.
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I should mention that I’ve heard about this $10 pay-per-incident email support fee from a few other readers using Nuance/ScanSoft products such as PDF Converter. What I do find is that there’s a $10 charge just to send them an e-mail with a support question.” I look around their support website, and there’s nothing in the knowledge base to shed any light on my problems. “I didn’t like ScanSoft’s non-support of Paperport, so already I know I’m in trouble. “That’s not good news,” the reader wrote. It was only when the reader went to get support from IBM that he discovered that IBM ViaVoice is now sold and supported by ScanSoft, which was renamed Nuance last year.
Reboot, restart, hang … reboot, restart, hang.”
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So I buy the software and start to install it. I’ve used ViaVoice for several years, so he asked for my help setting it up. “You’ve seen various doctors’ penmanship so I think you can see that part of the problem, and he doesn’t do technology nor keyboarding very much better. “I recently bought IBM ViaVoice for a doctor I know who wants to speed up writing a book,” the reader wrote. Or, as ScanSoft now calls itself, Nuance Communications. And now a reader finds that support for another product with Big Blue’s name on it - the IBM ViaVoice speech recognition software - is actually done by ScanSoft. For example, many IBM ThinkPad customers were unhappy when IBM sold that brand to Lenovo. When you buy a product because you trust the brand, it can be a shock to discover a completely different company is actually doing technical support.