Awareness Technologies

This customer enrolled in a 7-day Free Trial subscription for WebWatcher for iOS. Please see our refund policy[redacted]: “The Free Trial program is intended to provide you with a no risk method to confirm WebWatcher works as advertised. Accordingly, if you have...

purchased WebWatcher via the 7 day Free Trial program, no refunds will be issues as you have already confirmed the functionality of the software by manually upgrading to a paid subscription inside your account. However, you can cancel your subscription at ANY TIME to ensure your account does not incur any additional renewal charges.”   Our records indicate that this customer manually upgraded their subscription to the paid version of our software to receive the full functionality of the features offered, that were previously limited during the 7-day Free Trial period.   Our Terms of Service are clear that no refunds are issued for purchase transactions if the customer previously did a Free Trial. This is the exact reason we offer a Free Trial before purchasing – so a customer can make sure it works to their satisfaction before purchasing!

Complaint: [redacted]
I am rejecting this response because:
Why would I receive a "discounted refund amount" if I didn't install it, didn't purchase it correctly, or try to use a discount code (both on savings.com and #AA10 given by a customer service rep) that didn't work? I need an immediate refund for the full amount.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
Jonah Kiser

This customer enrolled in a 7-day Free Trial subscription for [redacted] for iOS. Please see our refund p[redacted] “The Free Trial program is intended to provide you with a no risk method to confirm [redacted] works as advertised. Accordingly, if you have...

purchased [redacted] via the 7 day Free Trial program, no refunds will be issues as you have already confirmed the functionality of the software by manually upgrading to a paid subscription inside your account. However, you can cancel your subscription at ANY TIME to ensure your account does not incur any additional renewal charges.”   Our records indicate that this customer manually upgraded their subscription to the paid version of our software to receive the full functionality of the features offered, that were previously limited during the 7-day Free Trial period.   Our Terms of Service are clear that no refunds are issued for purchase transactions if the customer previously did a Free Trial. This is the exact reason we offer a Free Trial before purchasing – so a customer can make sure it works to their satisfaction before purchasing!

A refund was issued to this customer on 9/24/17.  This refund was issued to the payment method on file from the initial order.  Billing information has been deleted and the account has been cancelled.  We must now consider this matter closed.

Response: The customer originally purchased the software for a monthly PC subscription. The customer is correct to say that we offered to convert the subscription to another product when they were unable to install. That being said, the customer agreed, and we converted the PC subscription to [redacted]...

and explained the functionality of the software, specifically in regard to the [redacted] backup process. The target phone had an additional security step called 2-step authentication. This needs to be disabled in order to utilize our service. The customer stated that we triggered a notification to the target [redacted] user which is not correct. The only way that a notification would be triggered would be if the customer logged into the said [redacted] account. (This is Apple’s policy, and is completely independent of [redacted]   We would like to offer to extend her subscription to begin the year of service purchased from the date of reactivation.  This way, the customer can take advantage of the full 365 days of service she purchased.  In order to take advantage of this offer, the customer should email upper management directly at [redacted]

We apologize for any inconvenience regarding this matter of receiving emails regarding your account.  We have confirmed with both our marketing and development teams that this customer will no longer receive any emails from WebWatcher.  We must now consider this matter with the Revdex.com closed.

Complaint: [redacted]
I am rejecting this response because:
No such credit was issued.
Sincerely,
[redacted]

We can confirm that only 1 charge has occurred to Mr. [redacted]'s account for his initial purchase of the [redacted] software on 5/4/2014.  This charge is in the amount of $109.90.  Regarding the issue of the antivirus, the [redacted] software purchased by Mr. [redacted] is for an [redacted] device, not a computer and thus would not affect the antivirus on the computer from which he has been logging into his account.  Per the refund policy mentioned by Mr. [redacted], a refund will be issued in the event the product does not perform as advertised and the issue is unable to be resolved.  It is also clearly stated that "we do not provide refunds for simply changing your mind, or for lack of physical/administrative access unrelated to the performance of the software."  We are happy to exchange the current license for a different license type should the customer wish to monitor a different type of device (i.e. PC, [redacted]) however, in accordance with our policy, a refund cannot be issued for the reasons stated.

After looking into the correspondence between the customer and our refunds department, it is clear that our technical support team attempted to gather information relevant to the discovery of the software, that is, find out from the customer how the user of the target device discovered WebWatcher....

 Additionally, our team attempted to set up time for a remote troubleshooting session with the customer.  The customer did not provide the requested information regarding the discovery of the software to our refunds department and declined a remote session with our technical team.  We will issue a refund in this case and follow up with the customer to obtain more information about the software being detected and subsequently uninstalled.  
To speak to the issue of the auto-renewal charge, WebWatcher licenses are set by default to auto-renew annually.  This renewal can be cancelled by the customer directly in their personal WebWatcher account at ANY time and customers are alerted via email to the username of the account more than one month prior to the upcoming renewal date.  Given that the purchase in question was made in March of 2014, this auto-renewal charge did not occur in this circumstance.

Complaint: [redacted]
I am rejecting this response because:  I had to supply my email address before they would consider a refund.  I sent them my Awarness Technologies email address on 1-24-17
Sincerely,
[redacted]

Oh my GOODNESS!!!!  THANK YOU! I would like a refund and the conversion back to ** for the remainder of the term.  Thank you! 
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: The service itself is clearly described, that lead you on to believe, through the free trial, you will be able to use the service. So you sign up for the free trial, then after you register and sign up, you go to use the service and it doesn' let you do anything. Instead it tells you in order to use the service, you have to pay a 1 time payment of 39.99. So you upgrade to get it, only to discover that the service won't work under the circumstances. As it turns out they arent technologically advanced, so the service is no good to me. I write them a message requesting my money back, that same night, which is with in the 72 hours they command. And so there excuse not to pay me back my money is because they tricked me in the first place. What do they expect people to do, open a new account and purchase the service. They don' tell you when you upgrade that if your unsatisfied with the service, you can't receive a refund. SO No! I don't accept this scam, this is not the way you described your company and business so I will not accept this. False Advertising is illegal.       
Sincerely,
[redacted]

Having looked further into this matter, it is clear that there was an issue recording activity in [redacted] at the time that the customer submitted his refund request.  Our technical support staff offered the customer complementary screenshots to compensate for this issue...

while the bug was being fixed.  This issue has since been resolved.  Our support team contacted this customer at this time to provide him the latest version of the software , which does NOT have an issue recording in [redacted] free of charge to find that the customer had already uninstalled the software.  Given that the technical fix for recording in this specific browser and version took longer than anticipated, we will gladly refund this customer for this purchase.  We would like to apologize for the delay in response to this complaint.  This complaint was NOT received by WebWatcher when it was initially filed on 3/7/2014 as a result of an error in transmitting this message to us from the Revdex.com.  This can be confirmed by Revdex.com.

Complaint: [redacted]
I am rejecting this response because: Yes I did sign up for the 7 day trial, and then I turned around and almost immediately purchased the product, 1 hour or so. The trial seemed to be more of a test drive of the web site. Test driving the site was moot as the app in the phone was the issue. My immediate issue was the fact that the app was not fulfilling promises made in advertising, by functioning with discretion, their web site did not seem to meet a functional standard either. But the phone did show on the site, and any issue there I could deal with later. The install issues developed after the purchase of the app, as the installation seems to function differently, hence the direction from customer service to perform different installs from different sources. The install from the 7 day trial is different and the in phone visibility issue developed after purchase.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

This incident has been thoroughly investigated
and brought to the attention of management who have since addressed this matter
directly with the agent in question. 
While the consequences of...

this employee’s actions will remain an
internal matter, Mr. [redacted] should rest assured that an appropriate response
has been issued.  We deeply apologize for
the sub par customer service experience that Mr. [redacted] has had and we look
forward to working with him going forward.

Contrary to the complaint, [redacted] is absolutely NOT required for any WebWatcher solution to work.  WebWatcher software records data from the device and uploads the information to a secure web based account that can be viewed from ANY device with an internet connection and a [redacted]....

 In the event a customer does not have access to a device with a [redacted] (which is virtually ANY computer and some mobile devices) our customer support team will sometimes recommend the download of [redacted] (a FREE third party Flash application) so that the customer can view this data on the device of their choosing.  In the event the customer is not willing to use the free application suggested, we are happy to compensate her by extending our E-notify service ($29.95 value) for free for the remainder of her annual subscription.  This service will email the recorded data to the customer on the schedule (hourly, daily, weekly) of her choosing and will not require the Flash component.

Complaint: [redacted]
I am rejecting this response because: This information is not accurate. they failed to inform you that I have sent over 10 tickets, five emails, twenty Live Chats and two telephone calls to get this resolved and be issued a refund, No one responded. I purchased a renewal on 6/15/15. I was already logged in under my regular login: [redacted].  The product failed to work. I IMMEDIATELY asked for assistance. No one was able to help me. On 6/18/15, I did do a live chat with a person named [redacted]. He said that there was a mix up with the accounts and that he would resolve this. The next day I was able to log in successfully. The following day I tried to log in and it said that all my subscriptions had expired. I called the number, left a message, sent more tickets and emails and Live Chat again. The only response I was able to get was Live Chat with [redacted] again. He assurred me that he will fix it again and it will be a PERMANENT fix. The product worked the next day, for one day. the following day, I logged in and it again said all my subscriptions were expired. [redacted] LIED!!! It was NOT a permanent fix. I sent more emails, tickets, and live chats and again the Live Chats were disconnected without getting help. I called and demanded to speak with a supervisor. I was told no one was able to help me, and the only thing I could do is do the Live Chat. So I did that again and then the product worked again for a day. None of my tickets were ever responded to. No one ever called me back. I have been asking for a refund since day one. Had [redacted] told the truth and the product been fixed permanently, I would not be so upset. I have been a customer for three years. I have no idea why they would confuse my email login if I was renewing and was using [redacted] the whole time. It was their mistake that they registered the product to my other email address. I NEVER had an account with the other address, [redacted], so wouldn't it be common sense that if I was RENEWING it would be for the account that I already had been using? That is pure stupidity. So, it was NOT my fault they applied a renewal to an email account that wasn't the one I used. Secondly, the product worked for one day, then stopped. then they fixed it and told me it would be a permanent fix. Well it worked for one day again!! I had to then again try and try and try to get someone to fix it. This is not the service I paid for. I expected my renewal to work from day 1; not for it to work one day and then have to contact technical services to get it fixed, just to repeat this whole process again. I DID NOT receive what I paid for. I paid for a renewal that would work immediately and keep working. I have not attempted to log in for a few weeks, as I am tired of it. I  just attempted to log in and there is absolutely NO information available since 7/5/15. The product is NOT working, not tracking ANYTHING. Why am I paying for a product that has only worked a few days since 6/15/15? It did NOT work every day since I paid on 6/15/15; which is what one would expect after paying for it.  Who knows what is wrong with it now? I don't even want to mess with it anymore. Their customer service is ridiculous and they should not be able to get away with doing this to someone. Not responding to requests for assistance, not responding to requests for a refund, not fixing the problem permanently. This is okay? This product does NOT work.  I want a refund, as requested since 6/15/15. I am sure the company has records of the Live Chats and emails and tickets and phone calls that I made. The bottom line is.......I did not receive the working product that I paid for and I deserve a refund.
Sincerely,
[redacted]

This customer enrolled in a 7-day Free Trial subscription for WebWatcher for [redacted]. Please see our refund policy, [redacted]: “The Free Trial program is intended to provide you with a no risk method to confirm WebWatcher works as advertised. Accordingly, if you have...

purchased WebWatcher via the 7 day Free Trial program, no refunds will be issued as you have already confirmed the functionality of the software by manually upgrading to a paid subscription inside your account. However, you can cancel your subscription at ANY TIME to ensure your account does not incur any additional renewal charges.”   Our records indicate that this customer manually upgraded their subscription to the paid version of our software to receive the full functionality of the features offered, that were previously limited during the 7-day Free Trial period.   Our Terms of Service are clear that no refunds are issued for purchase transactions if the customer previously did a Free Trial. This is the exact reason we offer a Free Trial before purchasing – so a customer can make sure it works to their satisfaction before purchasing!