LastPass

I reject the claim that we owe you a refund for the last yearsIf it was broken for years, why did you continue to manually purchase it each subsequent year? I honestly appreciate your early and continued support of the product/company but a bug now doesn't discount the prior 6+ years of serviceI totally accept the claim that there is a legitimate problem/bug here, and I would like to fix itThe problem is we simply are unable to reproduce it (and don't have other reports of it, as far as I know), so it is very difficult to fix (particularly on ***, which doesn't make it easy)As mentioned, if you care to try again we would be willing to work with you to attempt to figure this out.Thanks

Hi [redacted] ,First off, sorry for the troubleAs a software professional, I am sure you are aware that there are no standards when it comes to website design and structure so it is very difficult for us to work perfectly with all sitesThey vary wildlyWe do our best and continue to improve our accuracy, but it is a much harder problem than one would think.That said, I apologize for the frustrations with dealing with our support staff and you likely have seen that we have refunded your $12.Hopefully you will give us another opportunity down the line to win you back, we will continue to make the product better.Bob(LastPass Co-founder)

Hi [redacted] , First off, sorry for the troubleAs a software professional, I am sure you are aware that there are no standards when it comes to website design and structure so it is very difficult for us to work perfectly with all sitesThey vary wildlyWe do our best and continue to improve our accuracy, but it is a much harder problem than one would thinkThat said, I apologize for the frustrations with dealing with our support staff and you likely have seen that we have refunded your $Hopefully you will give us another opportunity down the line to win you back, we will continue to make the product betterBob (LastPass Co-founder)

Please respond to the ticket when you are back in town and we will schedule a screenshare

Hi *** ***,
I sincerely apologize for the issue you encounteredWe allow you to submit a ticket even when not logged in, I would encourage that if you use it in the future for any issues -- our support staff tries to be as helpful as possible and is generally very
responsiveIt sounds like you have already changed your passwords and it is too late to help you at this point, but we would certainly be interested in finding out what happened and fixing the problemIf you encounter it again, we would be very interestedI have credited your account with a few years of premium as a sign of good will and apology for the troubleOne suggestion -- please make sure you are running antivirus on your machine with the latest definitionsI find it very unlikely that your *** account was compromised via LastPass, especially if you use a strong master password.
Regards,
Bob B***
CTO

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: Sending me a different canned recommended fix every to days is not technical trouble shooting It's therie software, and you would think one of their programmers couldn't find the time to try and talk me through an acceptable install would not take that much time.I am on vacation in California right now away from my desktop.Will email them again when I am back in AZ
Regards,
*** ***

Attached are screenshots of all correspondences with the customer (from our ticketing system)As can be seen, the customer received immediate, courteous help after each questionThe problem is not with our software (we do not/can not remove ourselves), it is most likely with another
software package on his computer that is interferingIt has been days without a response for my last offer to help the user

We have refunded the user $Apologies for the trouble

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is
received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:
Regards,
*** *** I have already done that many times with no results

Thank you for reaching outOur history shows that we have responded to your support tickets, but have not received any responses backPlease ensure that you are not sending emails from [email protected] to trash or spam and reach out to our support team for further
assistance. Best,LastPass Team

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: First, do you recognize what was going on with the as you are the ones that pointed it out to meYou are the ones that pointed out that the program does not automatically update passwords This is what your website says:Convenient AccessGet started on any device, freeYour LastPass vault is backed up and synced automatically where you need it.The word "automatically" is what prompted me to manually buy your product every yearI guess the more passwords I added, the less "automatic" those syncs becameAgain, you are the ones that said to me I would have to refresh my account and that its always been this wayBased on that, AND what your ad says...you do owe meThe fact that I just had a major crash on my system, needed these passwords and just NOW found out this doesn't work...is irrelevant.It doesn't do what you advertised it to doI NEED it to do what it's advertised to doI can't help you with the *** issueI did all the troubleshooting that you asked me to doThe troubleshooting did not workI can't help you with not being able to reproduce the problem I've already cancelled and deleted my accountYou know this**, is no longer an optionYou know this as wellYou know from your notes, that I was told I would HAVE to refresh EVERYTIMEYou know thisYou know that this is not an AUTOMATIC sync, as advertisedI deleted the account because I need that feature. I'm asking for my money back only under "good faith"If I had never been told what I was told in the notes...I would have never even thought of a refund for all the yearsSo, I'll explain it this wayI feel that you got my money falselyI believe that it's advertising, and I believe that you admitted this when you explained I was going to have to manually refresh EVERYTIMEyears of an app that does not work as advertised at $a year. Regards,
*** ***

I reject the claim that we owe you a refund for the last 7 years. If it was broken for 7 years, why did you continue to manually purchase it each subsequent year? I honestly appreciate your early and continued support of the product/company but a bug now doesn't discount the prior 6+ years of service. I totally accept the claim that there is a legitimate problem/bug here, and I would like to fix it. The problem is we simply are unable to reproduce it (and don't have other reports of it, as far as I know), so it is very difficult to fix (particularly on [redacted], which doesn't make it easy). As mentioned, if you care to try again we would be willing to work with you to attempt to figure this out.Thanks.

[redacted] Thanks for reaching out. Seems you have disabled receiving email/ticket updates from us. Will have our support team reach out directly to you to assist you in regaining access to your account. Best,The LastPass Team

This program is the worst ever. I saw passwords being deleted right in front of my eyes
I couldn't believe it really. This happened A LOT. Passwords I hadn't even DELETED were deleted! And some I couldn't even restore because they were gone FOREVER
And NOW my iPhone cannot be erased because these mns lost my password
SO NOT RECOMMENDING THESE GUYS AT ALL

If you are having issues with the product, or need to inquire about a refund, please reach out to our support team for assistance at [email protected] for resolution.

Hi [redacted],First off, sorry for the trouble. As a software professional, I am sure you are aware that there are no standards when it comes to website design and structure so it is very difficult for us to work perfectly with all sites. They vary wildly. We do our best and continue to improve our...

accuracy, but it is a much harder problem than one would think.That said, I apologize for the frustrations with dealing with our support staff and you likely have seen that we have refunded your $12.Hopefully you will give us another opportunity down the line to win you back, we will continue to make the product better.Bob(LastPass Co-founder)

Hi [redacted],
First off, sorry for the trouble. As a software professional, I am sure you are aware that there are no standards when it comes to website design and structure so it is very difficult for us to work perfectly with all sites. They vary wildly. We do our best and continue...

to improve our accuracy, but it is a much harder problem than one would think.
That said, I apologize for the frustrations with dealing with our support staff and you likely have seen that we have refunded your $12.
Hopefully you will give us another opportunity down the line to win you back, we will continue to make the product better.
Bob
(LastPass Co-founder)

Hi [redacted],I apologize for your frustration.I have reviewed the tickets that you have filed and have included screenshots of our support staff's final correspondence with you. In each case, the support team member was courteous and tried to reproduce the problem (unfortunately unsuccessfully) and...

was willing to continue to work with you to resolve it.I have cancelled your renewing subscription, you will no longer be charged.Unfortunately, since your last payment of $12 was placed 9 months ago, our payment processor does not allow refunds. As for the previous years payments being reimbursed, you clearly found value in our product and voluntarily repurchased premium the last 7 years.If you wish to revisit the problem, we would be happy to work with you.Thanks

Hi [redacted],I sincerely apologize for the issue you encountered. We allow you to submit a ticket even when not logged in, I would encourage that if you use it in the future for any issues -- our support staff tries to be as helpful as possible and is generally very responsive.It sounds like you...

have already changed your passwords and it is too late to help you at this point, but we would certainly be interested in finding out what happened and fixing the problem. If you encounter it again, we would be very interested.I have credited your account with a few years of premium as a sign of good will and apology for the trouble.One suggestion -- please make sure you are running antivirus on your machine with the latest definitions. I find it very unlikely that your [redacted] account was compromised via LastPass, especially if you use a strong master password. Regards,Bob B[redacted]CTO

Review: I canceled my LastPass Premium membership and deleted my LastPass account almost 4 months ago. I have discovered that I am being continually charged $9.95 USD for membership to a service which I am not subscribed. Getting through to LastPass for support to dispute these charges directly is nearly impossible. I am disputing these charges with [redacted] also.Desired Settlement: I would like a refund and an email stating that the charges will be stopped immediately and investigated. No apology necessary. Just fix the issue.

Business

Response:

We have refunded the user $27.80. Apologies for the trouble.