Awareness Technologies

This matter has been thoroughly investigated and as promised, a full refund of *** *** purchase will be issued via check Our accounting department has confirmed that this has been entered in our system and we have reached out to *** *** directly to update him on the status of his refund
This issue has been resolved and we hope that *** *** will consider our software solution in the future

Complaint* ***
I am rejecting this response because: I WANT A FULL REFUNDI Was NOT happy with their service in ANY way and they way they treat their customers.
Sincerely,
*** ***

This matter has been thoroughly investigated and our system shows that Ms*** license is working and is uploading all recorded data to her *** account We cannot speak to Ms*** claim that all of her emails were returned as "undeliverable" as each and every email to our
support team has been answered Ms *** has replied to these emails, which are able to be provided upon request We are happy to exchange Ms*** license for another product/license as store credit and/or provide a complementary VIP support session to assist Ms*** in making the most of her *** account

Complaint ID #: *** ***
Response: Based on the information that the customer provided, we have already approved the pro-rated refund since he was correct to say that it was not performing as advertised, and we were unable to resolve the issueSince the purchase was made over a year ago, we asked that the customer fill out and submit a credit card authorization form so that we could process this refund manuallyNote that we have yet to receive this Authorization form and until then, we will not be able to process this refundIn order to take advantage of this offer, the customer should email upper management directly at ***

As noted on our
website and Terms of Service, *** *** *** ** ** *** monitoring
solution and while we make every effort to upgrade to be compatible with new
operating systems *** *** *** *** cannot guarantee compatibility with
future operating systems. Third party applications like *** may publish
updates such that *** may become inoperable for unexpected and undefined
periods of time*** cannot guarantee 100% up-time for this reasonIn
the event that service is disrupted by a third party update and lasts for more
than a continuous hour period, any *** account impacted will be pro-rated and
extended out for the amount of time effected by this disruption In this case, the customer has already received a month extension of his subscription to account for a total of 1-months that *** was not compatible with *** * as well as an offer to receive bonus features free of charge Additionally, the customer has been offered a pro-rated refund for the time the subscription has gone unused (2/22/- 5/20/2016) However, these offers have not been accepted We certainly understand the customer's frustration that he must now request data from within his account though it is worth noting this is the market standard for an *** * monitoring solution Given that the customer is unhappy with the month extension, offer of free additional features, and the prorated refund for time unused (last use on 2/22) we are willing to make a one time exception to our refund policy and issue a prorated refund for the months of service that the customer has directly informed us is his desired settlement

This complaint was regarding a chargeback filed by the customer. It took us a considerable amount of time to verify that the chargeback had in fact been cancelled, and had not been re-opened (as is the customer’s right), over the course of the 6mo period indicated in our initial response to the complaintSince this matter required more significant investigation on our end, it was not feasible to respond to the complaint in the standard days. At this point, the customer has already been issued a refund, which I am confident he will confirm with the Revdex.com

This person attempted to use our software in a manner contrary to our terms of serviceAccordingly, his purchase has been refunded and his account has been deactivated. Having reviewed the correspondence with our technical support team, this individual did not have access to the computer he
intended to monitor and he requested our development team assist him with remotely installing the software so that he could monitor the usage of an adult third party without her knowledgeThis is in clear violation of our Terms of Service, which indicate that the software be used in accordance with state and federal laws. Furthermore, the individual stated his intention to submit several negative public reviews of *** in order to “sway the CEO” to have our development team accommodate his request for an illegal remote install due to his lack of physical and administrative access to the computer he wanted to monitorFor obvious reasons, *** does not offer "remote installs"The Awareness Technologies Terms of Service and End User Licensing Agreement require that you only install the software on computers that you own or have permission to monitor and that you inform all users of those computers (over 18) that they are being monitored. To be clear, this is the reason we require the user to have both physical and password access to the computer for installation and troubleshooting. Failure to do so may result in breaking of federal and state laws and it is our duty to cooperate with authorities in the investigation of any allegations of misuse. To this end, the account information, including the IP address of the computer he attempted to install the software onto, will be turned over the *** Police Department and the *** State Police for further investigation

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

Please note that when the customer initially signed up for the Free Trial, they had access to the service completely free of charge for daysThe Free Trial program is intended to provide you with a no risk method to confirm *** works as advertisedPlease review our refund policy (on our website and also inside your secure account) which states if you have purchased *** via the 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 accountHowever, you can cancel your subscription at ANY TIME to ensure your account does not incur any additional renewal chargesFor technical issues encountered after the Day Free Trial, please contact our support team 24/from within your accountIf any specific issue is not resolved within hours, we will gladly extend your subscription for the period of time you were inconvenienced.In this case, the customer manually upgraded to a paid one-month subscription of the software for $39.95. Since the charge was made via manual upgrade from inside the customer's secure *** account, this is not eligible for a refund. Again, our terms of service are clear that no refunds are issued for purchased transactions if the customer previously did a Free Trial

Over the course of the past hours, Ms*** submitted several refund requests for her order, all of which were replied to via email in less than thirty minutes from the time they were received Our refunds department informed Ms*** that before issuing a refund, she must allow
our technical support team the opportunity to troubleshoot the issue After authorizing a screen sharing session with one of our technicians on the target computer, which is necessary in order to begin the session, she repeatedly interrupted before disconnecting and revoking permissions - not allowing our team to complete the process At no time did our team "abuse" or impede Ms*** from contacting any state or federal government agency

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

This customer had, and still does have access to our technical and customer support team available to all of our customers 24/Not only are our representatives available for assistance, but also to answer any questions that someone may have when signing up for our software. After *** signed up for a PC monthly subscription, and was unable to install, we offered to convert her license to an *** subscription as a courtesyAfter taking us up on that offer, she attempted to register the credentialsThat being said, she was unable to successfully register her *** device since it was set up with with 2-step authenticationThis is an additional security step independent of WebWatcher and can only be configured with *** The customer claims that registering the WebWatcher software triggered a notification to the *** user. This is incorrect because as previously stated, it is not possible to register the device with this additional security stepInstead, since our software is not compatible with this additional security step, the customer was informed how to disable it. The offer still stands to extend out the subscription for the one-month that was already paid forIt is worth noting that this offer is available to the customer whenever she would like to utilize it and our dedicated team of technical andIn order to take advantage of this offer, the customer should email upper management directly a***

Complaint ID #: *** ***
Response: This customer initiated the day Free trial on 11/8/The customer decided to manually upgrade to a monthly subscription inside her account on 11/11/In reference to the hour windowThis is the amount of time it takes for the *** data to upload to the accountThe reason that the same data uploaded twice, is because no new baoccurred on the target phoneHowever, in this particular case the customer was informed that it would appear as “Awareness Technologies” on their credit card statement and it actually processed as ***” For this reason, a full refund of the purchase will be issued processed on our end within 3-business days

Complaint: ***
I am rejecting this response because:When signing up for the free trial it is clearly designed to be confusing. It forces you to enter credit card information assuming that after days you will go on to subscribeIt forces you to sign up for either monthly or annual and annual ends up being cheaper when broken down monthlyI think by selecting the year long part, that is where the deceptive part isThere is some deceptive methods at work here and the shear fact that a customer who has at this point paid for a full year license with no use of the app, can't even get someone on the phone to return a call to discuss the issue is proof. I encourage this business to reconsider giving a refund as the order was cancelled a few days after singing up when the APP did not do work
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:
I disagree that the website clearly explains the difference between capabilities of *** system and othersThe *** capabilities for *** are less than the others so why is the price the same? You are led to believe that the product can do things which it can not
Of course you can call sales, but why would you if you are under the impression that the service does something else?
Even the dashboard for *** includes the features of other systemsAfter purchase, I contacted help desk and asked how to monitor internet and found out it's not available
I immediately issued a complaint on my *** account
Sincerely,
*** ***

Complaint ID #: *** *** Response: Our refund policy *** states that if the software is not performing as advertised, you must allow our technical support team days to resolve the said issueIf we are unable to resolve the issue
within this time frame, while given proper access to the target device to perform a troubleshooting session, then a FULL refund of the customers purchase will be issuedHaving said that, the customer did not reach out to our technical support team via LiveChat, only via e-mail when they believed that not all data was uploading to the accountWe told this customer that we are happy to escalate to the developers even though we weren’t able to determine an issue, and data was still uploading to the accountFollowing that, the user of the target device updated their *** password, which means that the service will not work until the customer updates this *** information inside their secure web-based WebWatcher accountAfter offering to escalate to the developers, we offered to extend out her subscription to make up for any time missed as a courtesy while she believed not all data types were uploading, even though the software was still regularly uploading dataAdditionally we extended the offer to convert her license to one of our other monitoring solutions, or even temporarily suspend the account until she was ready to utilize the days of service she paid for At this point the customer filed a dispute with her credit card company who also concluded the purchase to be valid, and the dispute was overturned in our favorAfter an exhaustive search, we have concluded there are no records of troubleshooting, but we are happy to assist at the customers earliest convenience to get the software up and runningWhile generally speaking there would be an account reactivation fee at this junction, we are happy to waive the fee for this customer as well as extend her subscription to begin the year of service purchased from the date of reactivationTo take advantage of this offer, the customer should e-mail ***

All Market solutions are experiencing the same issue due to *** new security updates. This is entirely an *** issue, they are locking accounts due to recent hacks on their servers. We cannot provide a refund (please refer to refund policy), however we are sympathetic and will
extend out your subscription for month while we work to adapt to *** new security protocolsIf the customer fights this response we will follow up with this response below: Please refer to our refund policy here: https://www.webwatcher.com/refund-policy.html We clearly state, “While we make every effort to upgrade to be compatible with new operating systems, *** cannot guarantee compatibility with future operating systems

Having investigated this matter, it is clear that contrary to the customer's claim, he did not engage in several troubleshooting sessions to "get the service to work." Our support team assisted the customer with registering the software on 6/ On 6/the customer contacted our support
team for assistance with loading data to his account Our technical support representative assisted the customer with his request and data was loaded to the account the same day (6/24/2016) In this session the customer demanded a refund from the representative and indicated if it was not processed immediately he would "contact his credit card company for fraud." At this junction, the customer has filed a dispute with his credit card company When a dispute is filed, the funds are withdrawn by the credit card company until the dispute is settled To this end, it is not possible to issue a refund at this time and we will be working directly with the customer's credit card company to resolve this matter

Complaint: ***
I am rejecting this response because:
It was not stated that sometimes *** *** doesn't work and that emails would be the only way to
Receive informationI do not accept this and as stated three hours after purchase, want a refund.
Sincerely,
*** ***

Having thoroughly investigated this matter we see here that the customer has actively engaged in troubleshooting and allowed our team reasonable access to her computer to work to resolve the issue True to our Terms of Service and our Refund Policy, a full refund of her purchase would
certainly be approved However, we have received no direct request for a refund from this customer thus no refund has been issued to date For security purposes we do require that refund requests be submitted in writing via email or ticket from within the secure *** account Should the customer wish to proceed with the refund request, she can submit the following information to [email protected] : last digits of the CC used for payment, the amount & date of the charge Upon receipt, this refund transaction will be processed Of course, should the customer opt to continue with the service and wish to work with support to get the software up and running, we are more than happy to offer her an extension of her subscription to account for any downtime so that she can receive the full year of monitoring service that she purchased