Awareness Technologies

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that their resolution to issue me a refund is satisfactory. I look forward to receiving my refund as soon as possible.
Sincerely,
[redacted]

Per our refund policy agreed to at the time of purchase, if you have purchased [redacted] and it does not perform as advertised, the customer must notify us within 72 hours of  purchase. Our customer support staff is available 24/7 to resolve any issues that the customer may have....

Additionally, if the software is not performing as advertised beyond 3 days, the customer must provide our technical support a reasonable opportunity to resolve the issue with physical/administrative access to the target device.  Our records show that we offered to remotely install the software for the customer on the target device, to get the software up and running and to ensure it was installed properly.  The customer did not allow us the opportunity to properly troubleshoot any issue they may have had with the software. The software has since been removed from the target device, and the [redacted] subscription has been cancelled so no further charges will incur. The one-year subscription purchased will expire on 1/20/18.

This customer enrolled in a 7-day Free Trial subscription for [redacted] Please see our refund policy, [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!

Having looked into this matter further, the transcripts of the correspondence between the customer and our technical support team indicate that the issue is not that the software was purchased incorrectly or that a discount code was not valid.  Rather, transcripts show that there was confusion surrounding the pricing of the license type purchased by the customer.  Given that this customer was not certain of this information, provided on the website and during checkout, before he processed his order and he has not yet registered the license, we will make an exception and refund this charge to the customer's account.

This customer enrolled in a 7-day Free Trial subscription for [redacted] for [redacted]. Please see our refund policy, https://[redacted].com/refund-policy.html: “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.”   The reason this customer upgraded was to see the full potential of the software since the nature of the free trial only allows one view of data, per data type. 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!

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!

Having looked into this matter, it is clear that the customer worked with our support team via LiveChat on 5/16 at which time our team provided Mr. [redacted] instructions to configure the necessary antivirus exclusion and reinstall the software on his computer.  The reinstall was not successful and...

upon receiving a refund request from Mr. [redacted], our team extended the offer to connect the customer with a senior technician who could remotely install the software.  In addition to the complementary session, our refunds department offered to temporarily suspend the account until the customer could regain access to the computer so as to ensure Mr. [redacted] received the full year of service he purchased.  Furthermore, the offer to convert Mr. [redacted]'s purchase to "in store credit" was also extended.  These offers were refused by Mr. [redacted] who prior to filing this complaint initiated a chargeback with his credit card company.  At this junction, the funds from Mr. [redacted]'s purchase have left our business account and are no longer available to be refunded per the chargeback process.

Having looked into this issue it is evident that the customer worked with our support team to install the software.  Our standard technical support team is indeed available 24/7 via the livechat in the customer's account.  In this particular case, there were issues with installation that...

required escalation to a senior support technician, available during regular business hours.  Unfortunately, when this customer accessed the chat to be connected for a remote session, a senior technician was not in office.  Our staff attempted to reschedule the remote session with the customer but evidently this was not possible.  Per our terms and conditions surrounding the money back guarantee, noted by the customer in his complaint, we require that the customer allow our support team, and if necessary our senior support team, to troubleshoot any technical issue before providing a refund. Given that this customer in this specific situation was unable to sync up with one of our senior technicians, we are happy to provide a full refund for his purchase.

Complaint: [redacted]
I am rejecting this response because:I cannot believe this response. I spent house chatting with multiple representatives to try to fix the program who all told me it wasn't their fault or their software. I also asked them about the slow playback of screenshots that are advertised to play back like a video. It's definitely not like a video and so painfully slow that it's impossible to use. They have consistently refused to answer this question. They did not offer to connect to my computer in all those chat sessions which were indeed about the product. They just denied the problems were in anyway related to them. Some of the chat representatives were rude and condescending much like the response you see here. I must say I have never reported a business to the Revdex.com before and I continue to be amazed at the unprofessionalism of this company. I asked again when they finally did offer to connect to my computer if doing so would be able to fix the slow playback of the snapshots. They again did not respond to the question or the email. I am not going to have strangers remotely connect to my computer for a problem they know they cannot solve just so they can say the product is working as intended and we are not refunding you. They know that the software is made to playback slow and choppy like that and instead of acknowledging it and refunding my money they ignore my emails and then right condescending responses to Revdex.com. Stay away from this company. I thought they were reputable but as it turns out they will steal your money. Makes you want to let them remote host your computer doesn't it? 
Sincerely,
[redacted]

Having looked further into this matter it is clear that a refund was agreed upon for this customer and that a refund check has been issued in the amount of $97.00 USD.  In accordance with the customer's request, we are happy to leave this complaint open until [redacted] confirms...

this check has been received.

We have issued a partial refund for the annual subscription, as agreed upon by the customer.  We have downgraded their license to one month of service, which the customer has been actively using.  The subscription will expire 7/13/17.  We must now consider this matter closed with the...

Revdex.com.

Please close complaint [redacted] against Awareness technologies as it has been resolved, and my funds were refunded.  I have been trying to log in and update myself, however I am not able to gain access based on the complaint login portal. The supervisor was very professional after I...

contacted them through the email provided based on previous complaints on the Revdex.com site, so I would like the information to be updated to reflect that. Thank you kindly, [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]

DC
Complaint: [redacted]
I originally bought the [redacted] from this company online and I have been able to install this in my computers. After filing two tickets and a Revdex.com complaint, the head of customer support suggested I close the dispute and request a refund (see the email below). I filed a refund request and I was told to wait for 6 months from the original purchase date.Now when I follow up on the refund, I am being told I denied the white glove service they offered and the company is refusing the refund. This company is just beyond ridiculous on how they handle the customers and the refund.Reference ticket #s with Awareness Technologies: [redacted]Date purchased: Dec 11, 2013Amount: $97[redacted]Hi [redacted]I see, I understand and we really do have issues with [redacted]. Kindly close the dispute then send an email at [email protected] for a refund request so that you will be refunded correctly. Please also use the email address associated to your [redacted] account so that our Refund Dept. will identify that you are the account holder.Regards[redacted]Head of Customer SupportAwareness Technologies, Inc.[redacted]
I just want my money back immediately (Amount: $97)
Sincerely,
[redacted]

Having looked into this matter further, it is evident that the customer has worked with our technical support staff to confirm the [redacted] settings necessary for the software to function.  Since the last correspondence with the customer on 5/11/2014, this specific account issue has been...

escalated to our senior technical team for further investigation.  Given that this customer has cooperated with support and allowed us to troubleshoot this issue up to this point in time, we will issue a full refund for this purchase.

Complaint: [redacted]
I am rejecting this response because: it is not accurate.  I was not offered the opportunity to "troubleshoot" I was offered the opportunity to have the software uninstalled and that was all they offered.  It is not accurate that their "customer service" people are available 24/7; their "technical support" people are available by chat but would always tell me that they could not process my refund request and I would have to talk to someone in another department who was unavailable and they would send a ticket.  Further, they have not addressed my complaint that the software is still on my computer despite their "technical support" allegedly uninstalling the software from my computer.  This company has responded in this similar manner the entire time I have dealt with them.Here is an example.  They sent me an email on January 27 purportedly from "Natalie B[redacted]" that stated:  Thank you for contacting us. Customer satisfaction is our top priority here at Awareness Technologies and our dedicated team of support professionals are available 24/7 to assist you to ensure that you get the most out of your subscription and that the software is performing as advertised. Per the terms and conditions agreed upon at the time of purchase (http://[redacted].com/refund-policy), a refund will be issued in the event the software is not performing as advertised and we are unable to resolve the issue within 3 days. To this end, please contact our support team at any time via the LiveChat in your account so that we may assist you at your convenience. Kindly have the monitored device handy so that our technicians can assist you. Assuming our technicians have appropriate access to the monitored device and cannot resolve the issue within 3 days, we will then promptly issue a full refund of your purchase. We would like to offer you a free session of our desktop sharing service. To take advantage of this service, please jump onto our support chat using the target computer so that we can have someone take over your computer remotely. This will allow us to temporarily take over your mouse and keyboard with your permission so that we can get you up and running and resolve any issues you may have. To get to our live support chat, go to your account and click on "help" > "help steps" then choose step 2 chat with an agent. If you can't chat from that website, kindly try our alternative website address [redacted]I promptly contacted their "support professionals" who advised me that they could not help me because the first person I worked with had uninstalled the software, and that they were not customer service.  I then tried to contact "customer service" by responding to "natalie b[redacted]" multiple times with no response.  Several days later I contacted the chat people again, who again advised me that they could not help me because I uninstalled the software and they were not customer service.  They said they would issue a ticket.  In response to the ticket, I received an email on February 7 from "natalie b[redacted]" that was *the exact same email that they had sent me on January 27*.This is how their "customer service" works: they just say the same thing again and again until you give up.  That is why I filed this complaint with the Revdex.com.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
It was not stated that sometimes [redacted] doesn't work and that emails would be the only way to Receive information. I do not accept this and as stated three hours after purchase, want a refund. 
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. Thank you for your time and assistance with this matter.  As of today (03-11-2015), I have still not received the refund, but I will continue to be patient as it has been less than a week and that is only fair and I honestly doubt the courier has had ample time to deliver this yet.Sincerely, [redacted]

Having thoroughly investigated this matter it is apparent that the customer was not misinformed by a representative and, contrary to the complaint, our customer support team assisted Ms. [redacted] with the cancellation of her [redacted] account.  Please see the attached correspondence between...

Ms. [redacted] and our billing department detailing this chain of events.  We understand that Ms. [redacted] wishes to record device activity that is not supported or advertised by [redacted].  While refunds are typically only issued in the event the software is not performing as advertised, we are happy to make an exception and issue a partial refund of the $29.95 that Ms. [redacted] paid for the Unlimited Updates Package (which allows her to view Advanced Features).  We will allow Ms.  [redacted] to keep the functionality of this add-on for the remainder of the annual subscription she purchased free of charge.  To take advantage of this offer, we encourage Ms. [redacted] to email [redacted].com directly.  Upon receipt of this email, her partial refund will be processed.