Awareness Technologies

Complaint: ***
I am rejecting this response because:I had reported this as fraud and one of the staff members even said the account was flagged as fraud. Please make sure that the subscription has been cancelled.
Sincerely,
*** ***

As stated in the complaint, our refund policy states that refunds will not be issued for failure to provide the administrative *** information (*** ID & password) required to register the *** for *** license This refund policy is not only accepted at the time of purchase, but
each and every time the customer logs into his/her web based *** account Contrary to the customer's complaint, our website*** clearly states that the *** ID and Password are required to use the software I have included direct quotations from our site below to reference In addition to the information on our website, we do offer 24/customer service and sales support so customers always have the opportunity to ask how the software works and what information is required prior to purchase As indicated in the correspondence with our refunds department, we have offered to convert *** *** license to another product/solution as store credit and we are also willing to extend out her subscription so that her year of service will begin once she obtains these admin credentials and begins monitoring her *** device.
"*** is the ONLY monitoring software that does not require you to jailbreak the device and thus is the only solution COMPATIBLE with *** and *** Beware of vendors that require jailbreaking for older models (*** 4s, and 5s that have not updated to *** 8); while jailbreaking is technically possible, it is a very complex process, can possibly brick (permanently damage) the device, will void the warranty, and most importantly, their software will be disabled as soon as the phone updates to a newer OS versionWith ***, jailbreaking is NEVER required as there is no software to downloadAll you need is to enter the *** ID and password into our Web interfaceThat's it!"
"No Software to Download! Simply log into your web based *** account and register the *** ID & Password of the device you want to monitorThat's it as long as *** Backup is enabled, which it is by defaultNo software to download so no jailbreak is required!"
"*** does not require you to "Jailbreak" (unlock) the target *** device"Jailbreaking" (unlocking) an *** device is not only complicated, but also voids the devices warrantyWith ***, all you need is the *** ID & Password of the device you want monitorBeware of competitors that require you to "Jailbreak" the *** device."

As advertised, WebWatcher will block websites by category, URL, or keyword Having reviewed both this complaint and the customer's chat transcripts with our support team, it is evident that the customer was seeking to block search engine results from appearing,
not access to said websites Contrary to what the customer stated in this complaint, she was advised upon her initial chat with our technician that Safe Search is an option to block search engine results all together Only upon her request to cancel service was she provided instructions to submit a refund ticket Since filing this complaint, the customer was sent a copy of this initial chat transcript for her reference In addition, the information regarding Safe Search was reiterated by another one of our technicians when she returned to chat regarding this issue Given that there was clearly confusion as to what "block websites by category, URL, or keyword" means, we will make an exception in this case and provide a refund to the customer

Complaint: ***
I am rejecting this response because: The reason I'm rejecting your response is this: When I contacted you regarding the issue I was having, I was told there was no way to fix it. That the problem wasn't anything from WebWatcher that it was my phone that was the issue. First of all, after extensive research, my phone (the one in question) was not responsible for the problem. The problem was not in my phones settings. There were times when it worked well with WebWatcher, but times where it was so messed up the program was worthless(no settings on the phone were ever changed). Second, How could I contact you times to troubleshoot the problem when I was told after the first phone call that there was nothing you could do? Why would I call more times on an issue that you refused to accept responsibility for? You said there was nothing to fix on your end and it had to be my device. It Wasn't my device that was the issue YOU refused to troubleshoot after that first phone call, you denied any responsibilityWhy would I call and waste your time, just to have you tell me the same thing more times? I like to think I'm smart enough to know that if you deny any wrong doing and refusal to troubleshoot on your part the first call, that you will deny wrongdoing on the 2nd and 3rd phone calls
Sincerely,
*** ***

I have included the link to the *** website for *** (***) While it is unfortunate that the customer does not seem to be in agreement, the website very clearly and accurately communicates all features of the software as well as Frequently Asked Questions for this specific product As previously noted, if there is ANY confusion whatsoever regarding the software (i.erecorded data types and pricing), as seems to be the case in this particular situation, there are customer service and sales representatives available 24/via both live chat and phone If the customer is able to point out any information on the website, included above, that falsely advertises the functionality of the *** software a full refund will be provisioned

This customer enrolled in a 7-day Free Trial subscription for *** for PCAs per our Terms and Conditions, this customer enrolled in a 7-day Free Trial of the software and provided their credit card information to be charged for the subscription once the Free Trial expires,
unless otherwise cancelled beforehand inside the customer’s accountOur records indicate that this subscription was never cancelled prior to being billed for the initial purchase after the trial subscriptionPlease see our refund policy, *** “The free trial program is intended to provide you with a no risk method to confirm *** works as advertisedAccordingly, 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 of your account or by automatically upgrading after days (per the Getting Started email you received)However, you can cancel your subscription at ANY TIME to ensure your account does not incur any additional renewal charges.” The customer now has access to a *** for PC license for one year of service. Typically, after a successful installation of the software on the target device, data recorded by the software will begin to upload to the customer’s web-based account after minutes Upon logging into their web-based account after the installation, it would have become clear to the customer that the software was not performing as advertised The customer is correct to say that they contacted us via LiveChat, however the customer lacked proper physical/administrative access to the target device at that time. Therefore, we were unable to properly assist them with a troubleshooting session to resolve the issue and/or reinstall the licenseSince our technicians were unable to engage in a troubleshooting session in to remotely assist the customer with a proper installation, our technician offered a potential fix of “refreshing” the license inside the account. This is our attempt to resolve the issue without physical access to the device, yet may not be successful if the software was installed improperly to begin with. Per our refund policy, if the software is not performing as advertised, you must allow technical support proper access to troubleshoot, and if we confirm that there is an issue that cannot be resolved, a full refund will be issuedAfter an exhaustive search, we have concluded there are no records of troubleshooting, but we are happy to assist at the customer’s earliest convenience to get the software up and running whenever she contacts us back with physical/administrative access. To take advantage of this offer, the customer should e-mail ***

Contrary to the customer’s complaint, the WebWatcher subscription purchased by the customer did perform as advertised and, as our customer support team advised the customer, the initial lag in viewing recorded data was the result of the customer assigning the software to the incorrect
device. Our support team assisted the customer in assigning the software to the correct device and resolved the issue. After this time the customer filed a dispute with his credit card company who also determined the purchase of the subscription to be valid. While 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 his subscription to begin the year of service purchased from the data of reactivation. This way, the customer can take advantage of the full year of service he purchased. In order to take advantage of this offer, the customer should email upper management directly at ***

Our website (***) very clearly communicates the capability of the *** for *** product Aside from having it's own page (***) that explicitly states the features of the software, there is
extensive information detailing how the software works as well as a FAQ section to mitigate any potential confusion In addition to the product information provided directly on the website, there is a phone number for our sales team and a 24/live sales chat Both this phone number and chat are offered to connect potential customers with our sales team, who can field questions about the product and its features
Per our refund policy, we will issue a full refund to any customer if the software does not perform as advertised Given that the software is not advertised to record the information noted by the customer in this complaint, a refund will not be issued for the purchase of *** for *** However, we are happy to credit the customer so that the license can be converted and used to monitor a different device (i.ecomputer or ***)

As per our Terms and Conditions, this customer enrolled in a 7-day Free Trial of the software and provided their credit card information to be charged for the subscription once the Free Trial expires, unless otherwise cancelled beforehand inside the customer’s
accountOur records indicate this customer signed up for the 7-day Free Trial, *** *** *** on 11/24/and manually upgraded inside the secure account on the 3rd day, to a monthly subscription for $39.95.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 typeIt is important for the customer to understand that *** is designed to be completely invisible and tamper proof on the target phoneIt would not just “pop up” on the phone if it was properly installedThat being said, we offered to troubleshoot whenever the customer had physical and administrative access to the phone so that we can demonstrate thisPer our refund policy, if the software is not performing as advertised, you must allow technical support proper access to troubleshoot, and if we confirm that there is an issue that cannot be resolved, a full refund will be issuedAdditionally, the customer confirmed the functionality of the software and such, proceeded to complete the purchase by manually upgrading within the secure accountTo this end, the offer still stands to assist the customer with re-installing at their earliest convenienceAdditionally, we are happy to extend out the subscription to begin their one month of serivce whenever is most convenient to the customerTo take advantage of this offer, the customer should e-mail ***

Complaint: ***
I am rejecting this response because: The company stated on their website that they were offering a money back guaranteeAt no point was I informed before I purchased the product that I need to have a senior technician access the targeted machine if its not working before I can receive a refundI explained this to the company and they did not issue me a refundThus, I had to file a claim with my credit card company to try to resolve the issue because they were giving me the run around and would not refund my accountPrior to seeking a credit for a non working product I contacted awareness technologies and explained to them the situationI requested to speak with a supervisor but he/she was never to be foundThey kept telling me I need to wait for a senior technician to help me I repeat No where in there refund policy does it say that I need to speak to a senior technician to get a refundThis company should not make statements such as money back guarantee if they are later going to deny you a refundI want my money backThey sold me a product that does not work
Sincerely,
*** ***

Per the complaint, the customer asserts that he purchased subscriptions and that the software purchased for PC is unable to be downloaded and that the software for *** is not clearly advertised as being *** dependent. Per the customer’s purchase history (see attached), he purchased
annual WebWatcher subscriptions in 2015. The customer first purchased the software for PC in March of 2015. In November of 2015, the customer purchased an additional software subscription for PC (the same type of software he already had) and another subscription for his *** device. One of these subscriptions (WebWatcher for PC purchased in March of 2015) recently renewed. If the customer no longer wishes to use this service, we are happy to issue a refund for the renewal of this WebWatcher for PC license ($99.95). To speak to the remaining subscriptions purchased in November of 2015, the customer contacted our support team for assistance with both his WebWatcher for PC and *** licenses in April of 2016. The customer was not able to complete the installation of the software for PC using the instructions provided and insisted on requesting a refund. Our customer support team has offered a complementary remote installation of the PC software by a technician to resolve the issue. This offer was rejected. Despite the fact that the customer is now months into his annual subscription and our refund policy (agreed to at the time of purchase) explicitly states that there is a day window to we will happily issue a prorated refund for the remainder of this subscription in the event the troubleshooting on his PC is not successful In regards to the customer’s claim that our *** software is not advertised as an *** dependent solution, please see the attached screenshots taken directly from our WebWatcher for *** website http://webwatcher.com/iphone-monitoring. It is important to note this information is not in fine print but rather on the main page of our website. In addition to this website content, our team of 24/customer support professionals are available to address any questions or concerns regarding how the software works both prior to and following purchase. All offers extended to the customer to convert this *** license purchased in November to monitor an alternate device (PC, *** ** ***) for the remainder of his annual subscription still stand

Complaint: ***
I am rejecting this response because:The marketing of this ** says it is compatible with *** ** or later I have version *** and have not upgraded since the purchase of the product.The refund policy has been rewritten since I purchases the product Please produce the refund policy as of my purchase date You should not say you support a *** ** or later if you don't and then add a vague statement listed below because your product starting experiences problems and does not support the version you originally sold It's up to you to report compatibility as of a certain date and not back track your statement It never worked and I have not upgraded Stand behind your product It doesn't work as intended and to blame it on *** *** is not my problem.The refund statement below is bogus!*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, your *** license will be pro-rated and extended out for the amount of time effected by this disruptionCustomer must request extension of subscription in writing via email to *** within days
Sincerely,
*** ***

Having investigated this matter further, it is evident that the conversion of the customer's pre-existing ** license to the software for *** was issued as a one time courtesy The charge of $was agreed upon and subsequently taken in order to account for the
price difference between the customer's initial purchase and the cost of the *** license It is clear that this one time exception caused confusion with representatives here on our end and understandably lead to frustration for the customer For this reason, this charge has been refunded to the customer's account At this junction, we are happy to either convert the customer's *** license back to her initial license (**) or to escalate the account to our development team for further investigation to determine the cause of the web history not uploading to the *** account

Revdex.com: *** *** Using all of the information provided in this complaint (first & last name, phone number, email address) we are unable to locate ANY account tied to *** ***. We will be happy to investigate this matter further once the customer has provided our
support team the information he used when signing up for the WebWatcher service. To this end, we encourage *** *** to submit an email to *** with the email address and first/last name he used to sign up for the service. We look forward to working with this customer to resolve the issue at hand

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

Please close complaint *** 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 portalThe 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 thatThank you kindly, *** ***

We appreciate the customer's patience as management looked into this matter further Please note that a full refund has been issued to this customer via the payment method used for the initial purchase We must now consider this case closed

Having looked into this matter it is clear that the customer's request for a refund is not related to poor product performance or to our support team's inability to resolve a reported issue Rather, the customer indicated that he has changed his mind and has refused to use the monitoring
solution Per our refund policy, agreed to at the time of purchase, if the product does not perform as advertised and the issue is reported and unresolved by our technical team in the allotted time, then a full refund will be granted Our support team has offered this customer assistance in utilizing the WebWatcher license he purchased and subsequently assigned to an *** device Unfortunately, the customer has refused this assistance

Since the customer decided to file a dispute for both transactions, only one of two charge-backs were resolved in her favorThat being said, it is not possible to utilize the Unlimited Update Package without the licenseFor this reason, we have approved a refund for the $packageShould the customer decide to take advantage of this offer, we encourage her to email *** requesting so

As per our Terms and Conditions, this customer enrolled in a 7-day Free Trial of the software and provided their credit card information to be charged for the subscription once the Free Trial expires, unless
otherwise cancelled beforehand inside the customer’s accountOur records indicate this customer signed up for the 7-day Free Trial, (WebWatcher for ***) on 1/09/and manually upgraded inside the secure account on the 1st day, to an annual subscription for $To be clear, we do say that it will be $8.33/month, paid annuallyWhen upgrading to the full subscription, we have two optionsThe customer may upgrade to our monthly subscription for $39.95, or our annual subscription for $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. The customer confirmed the functionality of the software and such, proceeded to complete the purchase by manually upgrading within the secure accountWhen the customer initially signed up for the Free Trial, these extra features were available to her as a courtesy to see ALL of the features that we offer for *** monitoringHowever, when she upgraded to the paid subscription, the Unlimited Update package is an afeature for $It is worth noting that this is an annual feeAdditionally Ms*** purchased for the promotional rate of $29.95. The features include, most deleted text messages, a list of the apps on the device, the content in ***, ***, ***, ***, ***, and the location of the devicePer our refund policy, if the software is not performing as advertised, you must allow technical support proper access to troubleshoot, and if we confirm that there is an issue that cannot be resolved, a full refund will be issuedWe are unable to determine that the software is not performing as advertised, and to this end, have extended multiple offers to assist with any necessary troubleshootingAt this point the customer filed a dispute with her credit card companyWhile 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 ***