Nuance Communications

Nuance Communications, Inc. provides the following response to the complaint by [redacted] Enterprises Ltd. (“[redacted]”), Complaint # [redacted]: As an initial matter, this is a private dispute between Nuance and its corporate partner, [redacted], and has no bearing on North American consumers, which Nuance...

believes is the thrust of the Revdex.com’s mandate with respect to complaint resolution.  Furthermore, Nuance can only comment on its own policies and conduct, not those of the third parties alleged in the Complaint, such as OMA, [redacted] and [redacted] itself.    [redacted] has been a participant in Nuance’s Healthcare Connections Partner Program. In this capacity, [redacted] has acted as a Value Added Reseller (VAR) for certain Nuance products. Along with the other VARs who participate in this Program, [redacted] is authorized to purchase certain Nuance products from Nuance’s distributor [redacted]. Nuance does not sell directly to [redacted] or the other VARs and Nuance does not establish [redacted]’s prices to the VARs.  While Nuance’s Minimum Advertising Price Policy (MAP Policy) establishes minimum advertising prices, the MAP Policy does not restrict the price at which [redacted] or any VAR may sell Nuance products to OMA members or any other entity.   The Ontario Medical Association (OMA) is a private organization that is not party to any agreement with Nuance and is not subject to the MAP Policy. OMA is not a reseller of Nuance products. Therefore, OMA could not and did not violate the MAP Policy through either its offer at the tradeshow last year or its more recent offer to OMA members.    Regarding the allegation of unauthorized trademark usage, Nuance does not authorize any VAR to use Nuance trademarks in its website URL; Nuance is in the process of investigating and will take steps that it deems appropriate to protect its intellectual property.  Nuance did not participate in building the VAR’s website that is the subject of the Complaint.  For the foregoing reasons, Nuance believes the Complaint is without merit.    Regarding the Disputed Amount and the Desired Settlement, [redacted] appears to request that Nuance guarantee it a minimum profit margin in its dealings with Nuance’s distributor and its sales to end users.  Nuance has no such obligation to its VARs, and therefore declines to compensate [redacted] for its purported lost profits as sought in the Complaint.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

We had our CS lead call, it was an order from the third party vendor.  We sent the download link.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to...

complaint # [redacted].My own personal issue has been resolved, in that I was able to download the software without being charged extra, but as it stands, Nuance continues this sleazy policy of charging customers extra for the privilege of being able to download software they have already purchased.Is Nuance interested in addressing this policy, or are they merely interested in making me go away?
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
[The information that Nuance's lawyer provided in their response was untrue.  First, my lawyer did reply to the last letter that Nuance's  lawyer sent to my lawyer.  She sent the copies of the UPCs that I had from the original UPCs that were sent with each rebate submission.  I attached a copy of the letter that my lawyer had mailed to them.  Second, [redacted] stated that they were not sure why the UPC for each submission was not updated and processed when the original rebate submission was received so the customer service rep updated and validated each submission that I gave her.  I attached a copy of the conversation that I had with the [redacted] rep.  The rep update and validated a number of the rebate but the system would not allow her to update anymore because she stated that Nuance declined any more requests.  I do notice that the rebates that the rep updated and validated are now all showing invalid again because Nuance told [redacted] to invalidate them again, as they instructed them to do after the original submissions were received, even though, the original UPCs were all submitted.  I attached a copy of the tracking status of the rebate after the [redacted] rep updated and validated showing that they were being processed before Nuance told [redacted] to invalidate them again.  I attached a copy of the status of one rebate to this reply because the system would not allow to me attach more than 3 files.  The rest of the copies I uploaded and sent to Revdex.com's e-mail address.  Please make sure that the rest of the copies were received via e-mail.  This is the type of fraud committed of companies who advertise rebates by rejecting them and claiming something from the original submission was not received with the intention that the customer will not contact them so they can keep the money that does not belong to them.  Again, please make sure you attach the rest of the copies that I uploaded and sent via e-mail.]
Regards,
[redacted]

Nuance Communications and the third party [redacted], formally [redacted] has denied Mr. [redacted]'s multiple rebates due to
valid UPC codes were not provided and they are deemed as "false" or
"not valid".  Mr. [redacted]
was informed about each submission via the Chat with...

[redacted].  Please see the attachment which lists in detail
the rebate claims.Notably, lawyers for Mr. [redacted] contacted Nuance on
June 30, 2015, about this claim.  And
Nuance timely responded on July 27, 2015 (within the requested 30 days),
informing that Mr. [redacted] failed to include the necessary documentation
with the rebate submissions.  Copies of both letters are attached.   In its response, Nuance explained that it required the
submission of an original, valid UPC Code to approve and process a claim for
eligible products, to guard against fraud.  Moreover, Nuance even invited the lawyers for Mr. [redacted] to discuss
this matter further, but no follow-up was ever received.  Nuance understood that the lawyers were
satisfied with the response and would not pursue a claim.

We apologize for the inconveniences. [redacted] was created per the customer request on December 21 and the credit was pending the return of the Dragon Professional Individual 15 purchased on order [redacted]. The credit was released today, 1/18/2017 in light of this complaint and there is no need to...

send the program back. We would also be happy to provide a copy of an older version (considering the issue was with v15, our newest) such as Dragon Home 13 or Dragon Professional Individual 14 - we will contact the customer to update and make these arrangements.

Nuance Customer Service has attempted to contact the customer several times via phone call and email over the course of the past 2 days, beginning yesterday, Dec. 11 2017 at approximately 12pm EST. As we have not been able to successfully connect with the customer after these attempts, we have...

initiated the requested refund for Order number: [redacted]. The customer can expect to see the funds returned within 5-7 business days.  Thank youNuance Communications, Inc.

After receiving this complaint, a Nuance Support Supervisor reached out on Jan. 17, 2018 and spoke with Mr. [redacted]. In accordance with the customer's request, we have supplied a download link as well as physical disk for the latest version of the program, Dragon Professional Individual 15. Support...

Incident ref # [redacted] was created and we also sent the customer an email he can respond to if problems persist.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
[I think it more about how you ruined my companies reputation.  We lost almost 20 orders last month... your company lost 20 orders.  Go look at my sales from the past 3 years with your company.  Your company ruined my company.  How many copies of [redacted] do  you think you won, by knocking me out of the competition?  100% of my sales came from going into offices and providing demos.  I had 20 orders on my desk last month, and I could not compete, I had to cancel all the orders... The OMA Advertising that your company put out with the distributor put me out of business and hurt my reputation.  Doctors were calling in mad telling me that I'm scamming them.  My price was $1499 until March 31st and your company put a special to my clients for $1299... You flat out made me look stupid.   We and your company lost 20 orders... I sent my software back to the distributor because I could not compete with the price of $1299 with a listed discount of $400... that was a slap in my face.  Especially when we are on the road all day selling your product.  You lost a very good sales man... To re-create what I did in the last 3 years for your company is impossible... Indian/Asian Doctors do not buy Software without a demo... they aren't going to give you $2000 without a demo... I'm 39 years old, you had a future with my company... My competitors are 70 years old.  Why your company would pick a Halifax company to put me out of business is very odd.  If I sold 50 copies of [redacted] last year, you will sell 10... I say 10 because I worked hard providing demos and training.  So you killed a company for 10 copies of [redacted] a year... I had a doctor call me  and tell me to come demo the software because I was a dealer and to provide the OMA $1299 deal... I couldn't go and give him a demo because I could not give him a price of $1299.  My cost is $1159... parking and highway tolls will add up to at least $30... For $100, you want me to provide a demo, train, install, and support... You killed your own business.  Maybe I shouldn't be worried about my reputation, it's your reputation at stake here.  All your company had to do was issue an appology and work with me on price.... But I'm dealing with the same employee who has been screwing my company from day 1.  Like he owns the company.  When the owners of your company see the loss this year, I hope they fire the guy and then send my company a genuine apology.  Until then, I obviously have nothing good to say about your company and product... or is left up to me to damage your companies reputation? All I asked for is a price to compete...
Regards,
[redacted]

The user is likely creating an email that references the EMR name in the window title of themessage. This will trigger the EMR usage blocker in DNS. Work around is to not use the EMR name in the email title. This info is speculative as I have not seen the actual emails of the user.

We reached out to the vendor who handles the online orders to see what happened.  They apologized for the mix up.  They sent out to the customer via the email on the order a free download for what they are requesting.Free order [redacted] has been placed.

The person who filed the complaint will be contacted directly by [redacted], Vice President Client Development at Nuance Communications to see how we can settle this. [redacted]We cannot see the emails that she received from [redacted] which would help us to understand the confusion. We will reach out directly to [redacted] E. [redacted].

We will do a one time free upgrade of the product.  CS will reach out to the customer.  We only show one incident of a call in to CS and it was in June 2016, no calls in January as noted.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
[What is strange is that you claiming that you did not receive the letter with the attached copies of the UPCs, from which, the original UPCs were submitted with the original submissions the [redacted] confirmed they had received.  What is even more strange besides fraudulent is that Nuance told [redacted] to reject the submissions again after they were being processed.  I attached a copy of the UPCs in my last reply, which is, what was needed for these submissions to be processed and mailed.   ]
Regards,
[redacted]

The below is not accurate,  Nuance moved the customer to a transcription platform which does have speech recognition embedded but it is not Dragon speech recognition.  All reports are viewed and edited by a transcriptionist.  We shut down the legacy platform [redacted] to provide our...

customers with a better experience on a more modern platform.  This is standard for software companies to upgrade and EOL/EOS legacy platforms.

The customer has unfortunately had an unsatisfactory experience with Swype. Our Swype engineering team is always working to improve the product to continue being the best predictive text input solution on the market.  The Swype product does not have bugs to entice users to switch to a Paid...

version.  Swype has had both paid and trial (free) versions of Swype on [redacted] Play since 2013, and they have the same features. The customer support team cannot make promises when specific issues or new features will be released. Removing and re-installing applications is a common problem solving step in mobile applications, there was no requirement to buy a paid version.   We hope that in correcting the accidental re-install and financial transaction, we have satisfied this customer’s request.   Thank you Swype