Rosetta Stone, Ltd

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Fwd: Complaint #[redacted]
 
 
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Revdex.com of Metro Washington DC




Jul 2 (9 days ago)










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---------- Forwarded message ----------
From: [redacted] <[redacted]>
Date: Wed, Jul 2, 2014 at 9:08 AM
Subject: Complaint #[redacted]
To: [email protected]
The business has refunded my payment in full.  Please close the complaint.  Thank you for looking into the matter – it has been resolved to my satisfaction.
 
 
[redacted]
.
###-###-####

[redacted] filed a...

complaint identified by the above referenced case number against Rosetta Stone Ltd. (“Rosetta Stone”) regarding his desire to receive an activation code for a Rosetta Stone product he purchased in 2010.
Like many valued consumer software products and brands, Rosetta Stone products are, unfortunately, frequently targeted with pirated or counterfeited copies (often with highly sophisticated reproduction), or stolen and resold through unauthorized retail channels and marketplaces.   Like most software companies, Rosetta Stone offers technical support to products that it can authenticate as being legitimate (not counterfeit or otherwise fraudulent) software and that are purchased from Rosetta Stone directly or from an authorized Rosetta Stone distributor with a receipt. This technical support policy is provided on Rosetta Stone’s website.
Our customer service department searched for records of [redacted]’s product and order within our system and were unable to locate any information.  In situations like this, where the customer purchased the product from a retailer, we unfortunately cannot offer the same support we would offer a consumer who purchased directly from Rosetta Stone without proof of purchase. Proof of purchase can be in the form of a receipt or banking statement showing the purchase.
I am happy to provide any additional clarification that may be required. We trust that the foregoing provides clarification with respect to this issue, and respectfully request that the Revdex.com records reflect that our Company has acted appropriately with respect to this matter and that the Customer’s issues were resolved.
Respectfully Submitted,
Alicia J[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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. 
Regards,
[redacted]

Review: I heard an advertisement for Rosetta Stone Totale on the radio and called in to inquire about the program. Among other things, I was told the program comes with a three month subscription to an unlimited number of online group classes. I was very specific about this part of the program as that was the main reason I was making the purchase. After the program arrived and I activated it, I opened a chat with a customer service person from Rosetta Stone. There I was told that as long as I active my online sessions within six months of purchase I would have unlimited access to the group lessons for three months. I have a case number and written transcript of that chat. The problem is Rosetta Stone is now limiting my online group lessons to four per month. I tried to remedy this with another online chat. The suggestion from the chat was that I email customer service. I did receive an email response questioning who told me I would have the unlimited classes. I provided the initial purchase information as well as the case number and written transcript again for their reference. Since then I have not heard back at all. I have sent two additional emails without response.Desired Settlement: Rosetta Stone is doing well in the marketplace at this time and I would think they depend on happy customers. I love the product but I've had terrible customer service. I would think they would consult the chat reference and happily grant the three months of unlimited online group lesson access, but I would accept a longer duration of unlimited access to offset the frustration of having to deal the bad customer service I have received to date.

Business

Response:

Review: (NEEDS IMMEDIATE ATTENTION!!!!!!)

I have a child that participated in [redacted], a spanish language course for our homeschoolers. Rosetta Stone bought the company and gave us a expiration of 01/22/2014 to finalize any work. My son was the first to realize that Rosetta Stone had deactivated the link he used for his daily work. He is the one of many students that were almost done with completing their course. Most students were aiming to finish a few days early. Needless to say, this has caused undue stress on our children because they will not get credit for the work they have already completed. This needs IMMEDIATE ATTENTION!Desired Settlement: Please allow our children to finish the course! HELP!

Review: Rosetta Stone offers an online service with monthly subscription fees. it does not; however, offer any account management or offer any ability with said service to cancel the service. they don't offer account management, customer service, customer service phone numbers or any other ability to manage this subscription. in essence, they make it impossible to end the subscription, even though there is not a term limit attached to it. my only option to end said subscription was to cancel the payment method, which subsequently, after several months with absolutely no contact with this company, and no communication regarding said membership, I was sent a bill for unpaid months, even though the service had not been used, nor had there been any attempt by the company to contact me for any reason, for example, to determine why payment had been stopped.

Product_Or_Service: language training aids

Order_Number: impossible to determ

Account_Number: impossible to determDesired Settlement: DesiredSettlementID: Refund

I expect any false charges to be rescinded, and any further attempt to collect or make a claim as to subscription fees owed to be ceased immediately.company should explain why their business practice is to make customer interaction impossible

Business

Response:

[redacted],

[redacted] filed a

complaint identified by the above referenced case number against Rosetta Stone

Ltd. (“Rosetta Stone”) regarding his desire to cancel his online TOTALe

subscription that he has utilized since February of 2012.

Upon receipt of this

complaint, our customer care department initiated an internal investigation. We

unfortunately found no record of [redacted] contacting us regarding his

desire to cancel his subscription. We would like to point out that Rosetta Stone does offer our subscribers the ability to

manage, and even cancel their accounts, through various means including within

the actual product.

Our customer care

department has reached out to [redacted] to inform him that we have

cancelled his subscription per his request and our records no longer reflect

any monies due to Rosetta Stone. We apologize for any inconvenience this may have caused [redacted].

I am happy to provide

any additional clarification that may be required. We trust that the

foregoing provides clarification with respect to this issue, and respectfully

request that the Revdex.com records reflect that our Company has

acted appropriately with respect to this matter.

Respectfully

submitted,

Review: I have purchased video live studio sessions for Italian and Arabic languages. All the purchases were paid for prior to starting these sessions. For the past three weeks I was unable to schedule sessions. I have made daily phone calls to customer care. Other than assigning a case number to my request no remedy was offered. Finally, I was told that a supervisor will call me within 48 hours. I was finally able to converse with a supervisor after 5 days! He told me that it is a technical problem that will be corrected ASAP. It has been 9 days since I spoke to that supervisor. Nothing is done. I called daily. Same result: nothing. I even asked to terminate my association with RosettaStone and receive my money back. Nothing. On Thursday 4/24/14 I Emailed the company's on line assistance sight : I stated: "If I will not receive a satisfactory reply by today, 4/28/14 I will contact Revdex.com. Still nothing!Desired Settlement: Either they will fix the program so I can schedule sessions I paid for , or refund what I paid for both languages. I'll forgo compensation for the many hours I spent attempting to obtain the paid services from RosettaStone.

Business

Response:

[redacted],

[redacted] filed a

complaint identified by the above referenced case number against Rosetta Stone

Ltd. (“Rosetta Stone”) regarding his inability to schedule studio sessions with

his subscription to the Rosetta Stone TOTALe

online language-learning program.

While we are still

unsure what has caused [redacted] to be unable to schedule studio sessions, we

have our team of product support engineers working to solve the issue. Rosetta

Stone would like to assure [redacted] that his issue is being looked into and

we will be contacting him as soon as we have found a solution. To

compensate [redacted] for this inconvenience, our customer care department has

extended him six free months of his TOTALe subscription.

I am happy to provide

any additional clarification that may be required. We trust that the

foregoing provides clarification with respect to this issue, and respectfully

request that the Revdex.com records reflect that our Company has

acted appropriately with respect to this matter.

Respectfully

submitted,

Review: Itt took a whole day to install; then I found out that it was only good for 3 mons. On their web site I wasn't interested in a cheaper rate for 6 mons. Also they said that you frequently have to reinstall it.Desired Settlement: Don"t want it with all its proble**. There are over 680,000 complaints on [redacted]. My husband is very knowledgeable about computers and has never seen anything like this! Ihave e-mailed them and said I wanted a refund. I have never used it. Thanks for your help, [redacted]

Business

Response:

[redacted],

**. [redacted] filed a complaint identified by the above referenced case number against Rosetta Stone Ltd. (“Rosetta Stone”) regarding complications with the return of her Rosetta Stone® language-learning software.

Rosetta Stone offers a 30-day money back guarantee of our award winning language learning software to customers that have purchased directly from Rosetta Stone. Upon receipt of this complaint, our customer care department reached out to **. [redacted] to initiate the return of her product. According to our records, **. [redacted] has received a full refund for the purchase price of her product.

I am happy to provide any additional clarification that may be required. We trust that the foregoing provides clarification with respect to this issue, and respectfully request that the Revdex.com records reflect that our Company has acted appropriately with respect to this matter and that the customer’s issues were resolved.

Respectfully submitted,

Review: I purchased a web-based subscription to Rosetta Stone's 36 month TOTALe online access. That purchase came with a 30-day money-back-guarantee, in which the company promises to refund the money if you're not satisfied with the product. The subscription freezes continuously, such that it is impossible to get through a lesson. I have tried to contact customer service over 10 times regarding this, but the issue is still not resolved. As a result, I requested a refund. I initially requested that refund five days ago, and heard no response. I have since requested a refund three other times--twice by email and once on the phone, and still have gotten nowhere.Desired Settlement: I want to be refunded the $298.32 I paid for the subscription.

Business

Response:

[redacted] filed a complaint identified by the above referenced case number against Rosetta Stone Ltd. (“Rosetta Stone”) regarding his desire to obtain a refund for his 36 month TOTALe online access. According to our records, [redacted] has since received a full refund for the purchase price of his product. We apologize for any inconvenience this delay has caused [redacted]. I am happy to provide any additional clarification that may be required. We trust that the foregoing provides clarification with respect to this issue, and respectfully request that the Revdex.com records reflect that our Company has acted appropriately with respect to this matter and that the Customer’s issues were resolved. Thank you,Alicia J[redacted]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: Purchased Rosetta Stone Spanish on 12/1/14. Not happy with product and want to return based on 30 day guarantee. My wife and I have been on 2 phones for over 50 minutes and have not been able to get a person to talk to us. I did the live chat but they only want to sell product not help us with problem. I have emailed and received a case #[redacted] but cannot get a RMA# so I can return product. Everyone willing to help to sell the product but no help once you have it. Total of over 3 hours on phone trying just to talk to someone. Want to return product and need to know where to send.

The worse customer service we have encountered especially when such a large corporation.Desired Settlement: Want to return product and get my credit back.

Business

Response:

[redacted] filed a complaint identified by the

above referenced case number against Rosetta Stone Ltd. (“Rosetta Stone”)

regarding the wait time he had while trying to return his Spanish Rosetta Stone language-learning program.

Due to high holiday call volume, customers

are experiencing longer than normal wait times. We apologize for any

inconvenience the wait time caused [redacted] and we are working diligently to

address all of our customers’ needs as quickly as possible.

According to our records, we have initiated a

return for [redacted]. As soon as we receive his product, the refund will process

for the full purchase price.

I am happy to provide any additional clarification that may be

required. We trust that the foregoing provides clarification with

respect to this issue, and respectfully request that the Revdex.com

records reflect that our Company has acted appropriately with respect to this

matter.

Respectfully submitted,

Alicia J[redacted]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Please disregard the complaint, issue has been resolved.

Regards,

Review: I purchased Rosetta Stone and had to leave for 2 months. The product sat at my door. I explained to them to pick up product and I did want the product. I was told that they would not charge my account and send me a return label and they still charge my account.Desired Settlement: I want my money return to my card.

Business

Response:

[redacted] filed a

complaint identified by the above referenced case number against Rosetta Stone

Ltd. (“Rosetta Stone”) regarding her dissatisfaction with Rosetta Stone’s

return policy.We

are happy to report that [redacted] was sent a pre-paid shipping label and has

successfully returned her product. A refund has been initiated for the three

completed payments that were charged to her account. [redacted] will be charged

nothing further. I am happy to provide

any additional clarification that may be required. We trust that the

foregoing provides clarification with respect to this issue, and respectfully

request that the Revdex.com records reflect that our Company has

acted appropriately with respect to this matter.

Thanks,Alicia

Review: About ten years ago I bought Rosetta Stones level 1 italian leaning program(About $200 back then). I wasn't to active about using the program at that time. I aways figured I had the program and had plenty of time to use it. I was never told that the product will become obsolete within the ten years, and will no longer work. So when I tried to reinstall the application disc I was told that it was no longer supported. I called Rosetta Stone to try to resolve the issue, but instead of being accommodating I experienced the complete opposite. They said that the only thing they could do is to sell me a new one at discounted price. I told the supervisor [redacted] who I spoke with thats unacceptable, and asked him if he thought that seemed fare? After he was unable to answer me I told him that I paid good money for the program, and there was no way I was buying it again. The only right thing to do is to ether help me to get my program to work or to send me the same level 1, (nothing newer) just the one that they are supporting now. I told [redacted] that I would send back the unsupported version which seems to me like a far solution. If I were told the discs would no longer work in a few years to come I wouldn't have bought them. I would have put it off and bought them at a later date. Please help me with my problem. I feel like when you buy something it is yours and should not be take from you. its never ok to be swindled into buying a new one because they decided to stop supporting it.Desired Settlement: To send me the version that works since the one I have isn't supported anymore. I'm willing to send back the one I have if they would like it. if they want to send me a refund I will except that as well.

Business

Response:

Dear [redacted] filed a complaint identified by the above referenced case number against Rosetta Stone Ltd. (“Rosetta Stone”) regarding his dissatisfaction that Rosetta Stone no longer offers support for the Version 2 Personal Edition program he purchased approximately ten years ago.As stated on our website, Rosetta Stone is committed to continually advancing and improving our software technology and adding new products. Unfortunately, this means we can’t continue to support some of our older platforms or outdated operating systems. As of June 30, 2012, Rosetta Stone Version 2 is no longer supported by Rosetta Stone.However, Rosetta Stone continues to maintain the Version 2 self-service portal and Knowledge Base for those of our customers who are still using Version 2. We have also offered our Version 3 Personal edition and Version 4 TOTALe products at deeply discounted prices for our Version 2 customers.While we cannot provide new products or software upgrades for free as requested by [redacted], he is able to take advantage of our most up to date software to continue his learning by purchasing the upgrades offered to him. I am happy to provide any additional clarification that may be required. We trust that the foregoing provides clarification with respect to this issue, and respectfully request that the Revdex.com records reflect that our Company has acted appropriately with respect to this matter. Respectfully submitted,[redacted]Legal Assistant

Review: Issue: My checking account was charged $900 for online transactions that supposedly "failed"

The overall online experience ordering Rosetta Stone through their website took me over 1hr, I was erroneously charged $900 and to top it off, I missed a date night with my wife to deal with this issue.

On Friday, November 29, 2013, I attempted to purchase Rosetta Stone Spanish (Latin America) through the Rosetta Stone website. I made three attempts to purchase the product. After the first two attempts I was told my transaction had "timed out" and to attempt my transaction again, then, after the third attempt the error code informed me to call customer service.

I then checked my bank account to make sure none of the transactions were processed and I saw that my checking account had been charged over $900 by Rosetta Stone for my three failed transactions. Good thing I did this or else any additional purchases may have resulted in overdraft charges.

I then called customer service twice, only to be cut off both times after waiting on hold for over 10 minutes each call.

Finally I used the online chat feature in an attempt to get in touch with a person. After talking to one person who said my issue was outside their scope of work ([redacted].) he attempted to get me in touch with a customer service agent and then told me all customer service agents were busy and someone would get back with me in 24 - 48hrs. I then told [redacted] the sum of money my account had been charged and after about 3 minutes of waiting I was put in touch with a customer service agent ([redacted].)

I explained my issue to [redacted] and she told me she was going to cancel two of the transactions and process the third. (Please see copy of conversation below). Although [redacted] was able to cancel my transactions she told me it would take up to 5 days for the credit to my account to go through. What this meant it Rosetta Stone has taken over $600 out of my account for up to 5 days!

Unfortunately, money is not in abundance in my house. Because of the error of Rosetta Stone my checking account currently has less than $150, meaning if anything happens to me, say I need my car fixed or I want to take my family out to dinner, I am out of luck. I'm keeping my fingers crossed these next 5 days! And what happens if my car does break down, should I tell the mechanic to bill the first $600 to Rosetta Stone because they have my money? (This is a serious question that I would like an answer to)

Sadly, after such a horrendous error I still want the program to improve my Spanish.

I am very upset that my only experience with Rosetta Stone was extremely negative and disappointing. The worst thing about it, the best thing Rosetta Stone can do is send me an electronic "sorry" e-mail after I requested a copy of my online conversation to send to the Revdex.com. I really hope your language program is much better than your Internet sales and customer service.

Sadly Disappointed in Rosetta Stone,

Attached conversation sent by [redacted]. to my e-mail:

Dear [redacted],

As requested, here is a copy of our conversation from earlier this evening:

Chat Started: Friday, November 29, 2013, 07:59:45 (-0500)

Chat Origin: [ENG] Cons PS

Agent [redacted] ( 47s ) [redacted] G: Thank you for contacting Rosetta Stone, my name is [redacted]. How may I help you today?

( 1m 10s ) [redacted]: I have a problem purchasing rosetta stone

( 1m 24s ) [redacted]: I apologize for the inconvenience caused to you.

( 1m 36s ) [redacted]: Let me know what is the exact issue you are having.

( 1m 50s ) [redacted]: I have been charged 3 times

( 2m 21s ) [redacted] G: I am really very sorry for the inconvenience.

( 2m 21s ) [redacted]: yet I have been told payment is not able to be completed by credit card

( 2m 36s ) [redacted] G: Okay.

( 2m 38s ) [redacted] G: I will transfer the chat session to our Customer Care team to assist you in this regards.

( 3m 30s ) [redacted]: it will be quick, yes?

( 3m 43s ) [redacted]: because I have already been placed on hold via phone for over 15 minutes

( 4m 8s ) [redacted] G: Please stay online and you will get connected soon.

( 5m 25s ) [redacted]: this is very frustrating

( 6m 18s ) [redacted]: to complete a transaction that should have taken less than 5 minutes I have been overcharged $600, it has taken me over 30 minutes and now I am late to see a movie with my wife

( 6m 33s ) [redacted] G: I do understand your concern but you will get connected soon to our Customer Care team and they will help you fix the issues.

( 6m 47s ) [redacted]: and I still don't know if I have even purchased the actual product

( 7m 23s ) [redacted] G: Not to worry, all the issues will get fixed.

( 7m 54s ) [redacted]: can you give me a time estimate to when I will be able to speak with someone who can help?

( 10m 56s ) [redacted] G: I am trying to connect the chat session to our Customer Care team and they will be able to assist you fix the issue.

( 12m 1s ) [redacted] G: It seems that they are busy assisting other learners so I will escalate the case for you to our Customer Care team and they will get back to you through email within 24 - 48 business hours and will assist you accordingly.

( 12m 31s ) [redacted]: this is bad business

( 12m 59s ) [redacted]: this will not work

( 13m 9s ) [redacted] G: I do understand your concern and would really like to assist you with the best information if it was under my scope of support.

( 13m 25s ) [redacted]: I have been charged over $900

( 13m 29s ) [redacted]: and now I have no money

( 13m 58s ) [redacted]: not having money does not work

( 14m 18s ) [redacted]: please let me talk with your supervisor

( 16m 28s ) [redacted] G: [redacted], please give me a moment.

( 23m 24s ) [redacted] G: I really do apologize for the delay.

( 24m 14s ) [redacted]: please do

Chat Transferred From [redacted] G To [redacted] K

( 27m 0s ) [redacted] K: Hello [redacted]! I'm so sorry for the delay, we have been very busy today

( 27m 8s ) [redacted] K: You were charged multiple times for your order?

( 27m 25s ) [redacted]: yes, and I was never confirmed for actually ordering the product

( 27m 47s ) [redacted]: it kept saying the order could not be processed

( 28m 16s ) [redacted]: Here's my last statement from Rosetta Stone "We are not able to make the payment by credit card. Please confirm card number, expiration date, please try it again. If you can not complete the payment, please contact our Customer Service. ###-###-####"

( 29m 23s ) [redacted] K: I see. It appears we have been having a few issues with our online ordering system. I see two orders for Spanish in our system now

( 30m 19s ) [redacted]: I have three charges in my account "Pending Misc. Debit POS DEBIT ROSETTA STONE LTD HARRISONBURG VA Link to more information in a new browser window. $316.94 Pending Misc. Debit POS DEBIT ROSETTA STONE LTD HARRISONBURG VA Link to more information in a new browser window. $306.34 Pending Misc. Debit POS DEBIT ROSETTA STONE LTD HARRISONBURG VA Link to more information in a new browser window. $306.34 "

( 30m 46s ) [redacted] K: And these were all ordered online?

( 30m 51s ) [redacted]: yes

( 31m 0s ) [redacted]: I did not order anything via phone

( 31m 11s ) [redacted]: in fact, I couldn't get through to talk with anyone over the phone

( 32m 27s ) [redacted] K: Unfortunately the phone lines have been very busy too. I see two charges for the $306.64 in our system but the $316 does not appear just yet. I can cancel the ones I do see and then when I find the $316 charge, I can match the price

( 33m 4s ) [redacted]: i'm a bit confused

( 33m 23s ) [redacted]: you are going to cancel my two charges for 306

( 33m 26s ) [redacted]: correct

( 33m 43s ) [redacted] K: Yes. Because those are the only order that have migrated to my system at this time

( 34m 8s ) [redacted]: and then what will be done with the $316 charge?

( 34m 37s ) [redacted] K: We can provide a partial refund of $10 to match the others

( 35m 29s ) [redacted]: so I will be charged the $306.34 for the Rosetta Stone

( 35m 44s ) [redacted] K: Exactly

( 35m 50s ) [redacted]: ok

( 35m 55s ) [redacted]: now, let me ask you this

( 36m 40s ) [redacted]: when you cancel the first two charges the money will be credited back to my account tonight?

( 36m 50s ) [redacted]: because that's over $600

( 36m 57s ) [redacted]: that I will be without

( 38m 42s ) [redacted]: I am very unhappy with this whole situation. seriously, this transaction should have taken less than 5 minutes, I have now been on this transaction for over 45 minutes

( 39m 18s ) [redacted]: and I have had to cancel going to a movie with my wife, and I may not receive the $600 I was overcharged until....?

( 39m 33s ) [redacted] K: It may take 1-3 days to see the charges drop off

( 39m 47s ) [redacted]: wow

( 39m 51s ) [redacted]: that's awhile

( 40m 5s ) [redacted] K: I can understand your frustration and anger and I sincerely apologize. we are doing everything we can to rectify the situation and make sure you receive the money back in your account as soon as possible

( 40m 21s ) [redacted]: hmm, I see

( 40m 55s ) [redacted]: there's nothing else that can be done, for a HUGE mistake made on the part of Rosetta Stone?

( 41m 26s ) [redacted]: well, please send me a transcript of this conversatin

( 41m 30s ) [redacted]: conversation

( 41m 39s ) [redacted]: with time stamps

( 41m 55s ) [redacted]: because I am very unhappy what has just happened

( 43m 16s ) [redacted] K: Our transcript is saved forever in our database and linked with your case number 02922215. I sent you an email verifying the cancellation of the two and there is a note to refund you to match the prices of those rather than paying an extra $10. Especially in light of this situation. If you have any questions or concerns at any time, please do not hesitate to reply directly to the email and I will do everything in my power to assist you

( 44m 33s ) [redacted]: well if you can send me the transcript I would appreciate it so I can file a complaint to the Revdex.com

( 45m 20s ) [redacted] K: I will do that sir.

( 45m 37s ) [redacted] K: Is there anything else I can do for you at this time or any other information you may need?

( 45m 45s ) [redacted]: no that is it

( 46m 51s ) [redacted] K: Alright. I will get all of that information to you shortly. I sincerely apologize for the confusion as I know how much of an inconvenience this has caused

( 47m 17s ) [redacted] K: I hope you have a good rest of the evening

( 47m 24s ) [redacted]: ok

Once again I sincerely apologize for the issues you have experienced with ordering the program. If there is anything else I can assist you with, please reply directly to this email.

Want to give Rosetta Stone feedback? Click here to tell us about your experience and how we’re doing.

Thank you and have a great day!

Robin

Rosetta Stone SuccessDesired Settlement: Based on the fact that was erroneously charged $900 and am without $600 for up to 5 days I would like Rosetta Stone to provide me with the Spanish (Latin America) Levels 1 - 5 for half of the price. I purchased the set during the Black Friday $300 sale.

Bringing my total charge for the set to $150 and crediting my account an additional $150.

I believe this to be a fair resolution to this situation.

Business

Response:

**. [redacted],

**. [redacted] filed a complaint identified by the above referenced case number against Rosetta Stone Ltd. (“Rosetta Stone”) regarding complications with ordering Rosetta Stone® language-learning software.

According to our records, due in part to an unusually high spike in Black Friday traffic volumes, some customers that purchased from our website during a period of time on November 29, including **. [redacted], inadvertently received incorrect error messages with instructions to resubmit the order, causing duplicate orders to be placed. Upon discovering this glitch in the automated processes, Rosetta Stone worked quickly to identify and correct orders of affected consumers, and to take technical measures both to ensure the glitch had been corrected and to prevent it from occurring in the future.

Review: I bought the product a number of years ago and wanted to install it on my computer and I did not find the activation # in the box. they say they cannot give me an activation # without proof of purchase but I have none as is was years ago that I purchased the product. it would seem once you spend a few hundred $ on something you should be able to use it. they should have a way of authenticating that I purchased it I don't believe it should be my problem once I give them my money.Desired Settlement: I would like an activation # so I can use the product I purchased

Business

Response:

[redacted]

Review: Fit Brains, a program from Rosetta Stone, has an online website. I saw a list of payment and subscription options that appeared to be monthly debits from a credit card. I chose an option that appeared to renew annually but looked like it billed monthly. However I noted that after submitting credit card payment, they took out the entire years payment of $99.95 which is not what I wanted or expected. Also, prior to my payment, I was not able to use the trial program with the instructions they provided. They use keyboard arrows instead of a cursor but the keyboard keys did not work with their program. I accessed their Help option and followed the instructions but that did not solve the problem. I just want a refund. The program does not work on my computer apparently and I believe I was mislead into thinking a much smaller payment would be taken from my credit card. I feel like I have been defrauded and sold a useless product.Desired Settlement: I want a full refund of my payment. I am not willing to settle for any other resolution of the issue.

Consumer

Response:

See Attachment

Fwd: Complaint #[redacted]

Review: I received the Rosetta Stone product from my father for Christmas. He bought it at a [redacted] and [redacted] in [redacted], MA. It cost $499. It comes with an activation code on a small card. I activated the product on my computer, and later the computer was no longer working. When I went to activate it on my new computer, I had lost the card that contains the activation code. I have everything else from the box. I spoke to them on live chat, and told them I lost the code and it would not let me use the product. They asked for a receipt for the product. I told them that I didn't have it, I called my father and he said of course he doesn't have it because it's four years old, and they then asked for pictures of the box. I sent the box at all angles, including all of the bar codes with the price tag on it. They said they still would not issue me a new activation code, despite asking for the pictures. I told them there must be another solution, as it costs $499 and is completely unusable to me now, and they said they would "escalate my case" and someone would get back to me in 24-48 hours. When three days passed and no one contacted me, I went on live help again, and they sent me to the other agent who supposedly deals with "Escalated" cases. They told me right from the beginning that there is nothing that can be done. Escalating the case was just a way to get me away from them. The product is expensive and unusable, and they have been 100% unhelpful and almost impossible to contact (incredibly long wait times, unresponsive to emails) the only way to talk is on live help and that resolves nothing.Desired Settlement: they they provide me with an activation code that allows me to use the product that has been paid for.

Business

Response:

Dear **. [redacted],

**. [redacted] filed a complaint

identified by the above referenced case number against Rosetta Stone Ltd.

(“Rosetta Stone”) regarding her desire to receive a new activation code for her

Rosetta Stone product.

Like most software companies, Rosetta

Stone offers technical support to products that it can authenticate as being

legitimate (not counterfeit or otherwise fraudulent) software, that is

purchased from Rosetta Stone directly or from an authorized Rosetta Stone

distributor with a receipt. This technical support policy is clearly identified

on Rosetta Stone’s website.

According to our records, **. [redacted]

was unable to produce a receipt for her product, which was apparently purchased by her father

from a retail store four years prior. Despite being outside the scope of

the support policy, after

further communications with **. [redacted], Rosetta Stone agreed to issue

a new activation ID to enable **. [redacted] to re-activate the product, however, our Customer Care team explained

to **. [redacted] that she would be required to provide proof of purchase for

future support requests related to the product.

I am happy to provide any additional

clarification that may be required. We trust that the foregoing provides

clarification with respect to this issue, and respectfully request that the

Revdex.com records reflect that our Company has acted appropriately

with respect to this matter and that the Customer’s issues were resolved.

Respectfully Submitted,

Legal Assistant

Review: I purchased an online download of this product on December 6th. I attempted to download it on December 7th and when I launched the program, it said "Error [redacted] We're unable to communicate with the server right now" So I went through their Online help and it provided step by step troubleshooting directions, however it said my files were corrupted and prompted me to put in the CDROM (which I don't have because I purchased the online download) I have attempted to contact their online support more than 4 times, and have been on hold with their Customer Support # for over 2 hours at a time, and the call keeps disconnecting after a certain period of hold time.

I have done my due diligence to contact the company and have not been successful in rectifying the situation

At this point I dont even want my program to be fixed. I want my money back please.Desired Settlement: I want a refund. I dont want to do business with them anymore.

Business

Response:

[redacted] filed a complaint identified by

the above referenced case number against Rosetta Stone Ltd. (“Rosetta Stone”)

regarding the error code she was receiving when attempting to download her

subscription to the Rosetta

Stone TOTALe online language-learning program.

Upon receipt of this complaint, we were

informed that our highest level of product support had reached out to [redacted] directly. The issue causing the error code was corrected during the

course of the call, but [redacted] still requested a refund. We have entered a

refund request for [redacted] in the amount of $57.68 and it will process as soon as [redacted]

deactivates her program per the instructions in an email from our customer

care department.

I am happy to provide any additional clarification that may be

required. We trust that the foregoing provides clarification with

respect to this issue, and respectfully request that the Revdex.com

records reflect that our Company has acted appropriately with respect to this

matter.

Respectfully submitted,

Alicia J[redacted]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

The conpany stated I would receive a refund within 7 to 10 business days.

Regards,

Review: Back in 2010 or therabouts I purchased spanish language learning software levels 1,2,3,4,5 ver 3(3.4.5-[redacted] with internet updates). Level 1 worked fine. During the week of 18Aug2014 I loaded level two and it worked fine a couple of times. During the week of 25Aug14 the program would crash whenever I would select a language level giving an error [redacted]. During the week of 01Sept14 I follwed the advice on the support web site with no good results(same error [redacted]). On 03Sept14 I had a live chat with their tech support for over two hours( over 1hour of which the rep had remote access to my pc) and the problem could not be resolved. The rep said they would call me back at 9 am 04Sept14. 04Sep14 9 rolled around and I did not recieve a phone call. So I live chatted with tech support again and they tolld me that my issue was being raised to tier 2. I contacted them again via live chat and they had me on hold. Every time I contact these people I feel like I am starting at square 1(tThe runaround) . The software is unusable on my mac while all the other programs on it are working fine.Desired Settlement: I would like to continue my lessons since I have already put some time and effort into them. Another solution might be to load the software on an windows computer but I don't see why I should have to foot the bill for another computer. If the software issue can not be resolved I want a refund. Keep in mind that this company may be planning to stop supporting their version 3 software at some time in oct14.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

I ordered Rosetta Stone learning software and signed up for the 5 month pay plan using my Paypal account. The first payment came out and I received my product in the mail. Two months went by and no further payments came out of my account. I received a statement in the mail, requesting I call to arrange payment options. When I called the man on the phone was apologetic and said that there was an issue with reoccurring payments with Paypal and he would be happy to set up payments through another method. I told him I wanted to pay it off entirely and gave him my card number. Another month went by and my card was still not charged. At this point I received another letter in the mail that my account was delinquent. I again called right away and another man told me that he could see where I called and gave my information, but he did not know why it had not been charged. We verified all the card information and I told him I did not appreciate getting letters that I was not paying my bills when I set up billing two different ways and it had not been processed. I told him to run my card that day for payment in full. He said it would take a few days but that he would submit it to go through. Here it is-eleven days later. My account has been charged for twice the amount I owed and I also received a letter in the mail today (dated from 14 days ago and postmarked 6 days ago) that my account has been turned over to collections! Now Rosetta Stone owes me $159.20 and I have to worry about their sorry accounting practices affecting my credit! Do yourself a favor and DO NOT BUY ROSETTA STONE! It is not worth the headache that you will receive.

Review: Rosetta Stone advertises on their website that they are looking for Marketing Affiliates to partner with, but after repeated attempts to contact their affiliate manager, I get no replies. I have contacted several managers, and customer service people over the past year, including [redacted], who manages retail sales. Their digital marketing manager, [redacted], has failed to respond (for almost a year now) to my professional attempts to join their affiliate program.

Their website, www.rosettastone.com/partner, clearly states they are looking for affiliates, and yet no one gets back to me, or OK's me to join this program.Desired Settlement: I would like some sort of a professional reply from them regarding the affiliate program. To advertise that they are searching for marketing affiliates, and then never reply to people who contact them is unprofessional.

Business

Response:

Dear [redacted],**. [redacted] filed a complaint identified by the above referenced case number against Rosetta Stone Ltd. (“Rosetta Stone”) regarding his desire to join Rosetta Stone's Marketing Affiliate Program. The Marketing Affiliate Program is a commercial relationship that Rosetta Stone establishes with certain marketing entities to promote its products and services. Rosetta Stone is selective in choosing which entities and partnerships it chooses to engage. Applications to the Rosetta Stone Affiliate Marketing Program are auto-declined if certain requirements regarding the applicant, its site(s) or operations do not align with the type of commercial relationship Rosetta Stone is looking for. **. [redacted]'s initial application was auto-declined. When **. [redacted] subsequently contacted Rosetta Stone about participating, his application was manually reviewed and, again, **. [redacted]'s application and site were determined to be other than what we are looking for and we elected to not engage him as an Marketing Affiliate. Not every applicant is accepted into the Rosetta Stone Marketing Affiliate Program, and being declined is in no way intended to be a reflection on **. [redacted] or his business - we wish **. [redacted] well in his endeavors. I am happy to provide any additional details that may be required. We trust that the foregoing provides clarification with respect to this issue, and respectfully request that the Revdex.com records reflect that our Company has acted appropriately with respect to this matter and that the Customer’s issues were resolved.Respectfully Submitted, [redacted]Legal Assistant