Rosetta Stone, Ltd

[redacted] filed a complaint identified by the above referenced case number against Rosetta Stone Ltd(“Rosetta Stone”) regarding an error code he was receiving when installing his software According to our records, [redacted] 's issue has been resolvedDue to his operating system, the product he purchased would not download to his computerWe have therefore offered him a complimentary upgrade to our latest version of Rosetta Stone which will be compatible with his machine Rosetta Stone would like to apologize for any inconvenience experienced by [redacted] and would like to wish him all the best on his language learning endeavors I am happy to provide any additional clarification that may be requiredWe 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

[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 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 receiptThis technical support policy is provided on Rosetta Stone’s websiteOur 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 purchaseProof of purchase can be in the form of a receipt or banking statement showing the purchaseI am happy to provide any additional clarification that may be requiredWe 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 resolvedRespectfully Submitted, Alicia J***

*** *** filed a complaint identified by the above referenced case number against Rosetta Stone Ltd(“Rosetta Stone”) regarding concerns during reactivation of his product. Our customer care department reached out to *** *** and informed him that our free phone support is only provided
for three months after the date of purchase or at any time during an active online subscriptionThe representative was fortunately able to locate loophole in this instance*** *** had not yet activated his free three month trial of online services for his Japanese product so the representative was able to assist him with claiming the trial and then was able to provide free support for the screen freezing errorThe error was corrected on March 5, 2016. Rosetta Stone apologizes for any inconvenience caused and would like to wish *** *** all the best in his language learning endeavors. 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

[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

*** *** 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 wait timesWe apologize for any
inconvenience the wait time caused *** *** 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 *** ***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***

[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

*** *** filed a complaint identified by the above referenced case number against Rosetta Stone Ltd(“Rosetta Stone”) regarding her desire to be unsubscribed from all Rosetta Stone
advertising.
Upon receipt of this complaint we initiated an internal inquiry and found that *** *** had successfully unsubscribed herselfWe do apologize that *** *** continued to receive advertisements for some time but our records indicate that she is no longer receiving them.
I am happy to provide any additional clarification that may be requiredWe 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 matterRespectfully submitted,
Alicia J***

Roman">*** *** filed a complaint
identified by the above referenced case number against Rosetta Stone Ltd
(“Rosetta Stone”) regarding her dissatisfaction with the customer service she
received while trying to resolve a technical issue with her Rosetta Stone
Language learning software
Upon receipt of the complaint,
we immediately initiated an internal inquiry Our records indicate
that on December 31, when Rosetta Stone responded to *** ***’s
referenced e-mail, she stated that her technical issue with her product had
resolved itself
Due
to high holiday call volume, customers are experiencing longer than wait
timesWe apologize for any inconvenience the wait time caused *** *** and
we are working diligently to address all of our customers needs as quickly as
possibleI would be happy to provide any
additional information that may be required. We trust that the foregoing
provides clarification with respect to the resolution of this issue, and
respectfully request that this resolution is reflected in the RevDex.com recordsRespectfully submitted,
Alicia J***
Paralegal

*** ***,*** *** filed a complaint identified by the above referenced case number against Rosetta Stone Ltd(“Rosetta Stone”) regarding her dissatisfaction with Rosetta Stone’s auto renewal processRosetta Stone discloses the auto renewal at checkout and a link to our purchase terms is
provided in the confirmation email following purchaseThe customer is emailed again several days prior to the account renewing after the initial term to inform them that their account will be renewed on the provided dateIt is our desire that the customer will contact us if they do not wish to renew their subscription at the time of receipt of the email providing notice that the auto renewal will take placeRosetta Stone has refunded *** ***’s most recent renewal fee in fullWe remain unable to provide *** *** a refund for the two prior renewalsAll future renewals for *** *** have been cancelled and Rosetta Stone would like to apologize for any inconvenienceI 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***

[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:
Especially with a digital product, I believe it should be up to the company selling the product to build in a way to determine the authenticity of a product purchased legitimately other than requiring that the purchaser retain a physical receipt of purchase forever There are many, many vendors of electronic media that have a way to go into the products physical or digital documentation and pull up a product license # that can be used to identify either the purchaser or at least that the product was purchased legitimately Rosetta Stone apparently has neither They should give the customer the benefit of the doubt and should not place the burden of proof on the customer if they want to avoid getting complaints like this, or even stay in businessAlso my wife may have purchased this and her name is *** ***
Regards,
*** *** ***

[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 ***, and find that
this resolution is satisfactory to me.
Regards,
*** ***

*** *** filed a
complaint identified by the above referenced case
number against Rosetta Stone
Ltd(“Rosetta Stone”) regarding her dissatisfaction with Rosetta Stone’s
return policyWe
are happy to report that *** *** was sent a pre-paid shipping label and has
successfully returned her productA refund has been initiated for the three
completed payments that were charged to her account*** *** 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 matterThanks,
Alicia

[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

*** *** filed a
complaint identified by the above referenced case number against Rosetta Stone
Ltd(“Rosetta Stone”) regarding his desire to
receive a refund for his
February purchase
*** *** states that he contacted Rosetta Stone within the day return window
but unfortunately Rosetta Stone cannot find record of thisA customer care
supervisor has checked our system using *** ***’s name, email, order
number and phone number and have only been able to locate the September 30,
contactIf it is possible that *** *** used alternate information, we encourage him to reach out to us.
Our
systems experienced a glitch which prevented all automatic payments from
processing for a day periodThis glitch is the explanation for the delay in
the final payment being withdrawn from *** ***’s accountRosetta Stone
would like to apologize for any inconvenience and wish *** *** all the
best in the language learning endeavors
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***

*** *** filed a
complaint identified by the above referenced case number against Rosetta
Stone
Ltd(“Rosetta Stone”) regarding her desire to be refunded for her language
learning software purchase
Our records indicate
that *** *** purchased her product on July 6, and contacted Rosetta Stone
on August 20, requesting a refundAs stated on our website, Rosetta Stone
offers a day money back guarantee to all of our customersUnfortunately,
*** *** did contact us outside of that return window and we are therefore
unable to issue her a refundRosetta Stone would like to apologize for any confusion
surrounding this return policy
I am happy to provide
any additional clarification that may be requiredWe 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***

sans-serif">Dear *** ***,
*** filed a complaint identified by the above referenced case number against Rosetta Stone Ltd(“Rosetta Stone”) regarding his dissatisfaction with Rosetta Stone's actions with respect to processing and collection on overdue accounts.
Upon receipt of this complaint we initiated an internal investigation and found that ***'s Version Personal Edition Levels 1-Spanish Product product was purchased for $under a five payment installment plan optionRosetta Stone was able to process and receive the first two of the five installment payments, but was unable to process and receive the final three installment paymentsIn accordance with our purchase terms, failure to make payment when due under an installment plan purchase results in invoicing of the remaining balance A demand letter in the amount of $was sent to *** per Rosetta Stone's collection processAlthough we did subsequently receive a check from *** in the amount of $27.36, there was still a remaining balance of $on his accountHowever, it does appear that our communications with *** regarding his unpaid balances could have been more clear, and we apologize to *** for our contribution to any confusion surrounding the collection on ***'s account, and as a courtesy, we have written off the remaining balance of $Rosetta Stone will not be contacting *** further regarding this collections matterWe wish *** good luck in his language-learning endeavors.
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,
*** ***Senior CounselRosetta Stone

From: J***, AliciaDate: Tue, Jan 10, at 5:PMCustomer *** *** filed a complaint identified by the above referenced case number against Rosetta Stone Ltd("Rosetta Stone") regarding his dissatisfaction that his product was not functioning properly and
he was not receiving adequate support from Rosetta Stone.Rosetta Stone has sent more than emails over the course of two months to the customer attempting to resolve the issueIn order to avoid *** *** incurring international calling charges, we encourage him to contact Rosetta Stone via email to set up a time for a phone call or to trouble shoot the issue via email. Rosetta Stone would like to apologize for any inconvenience and hopes *** *** will respond to our customer care representatives. I am happy to provide any additional clarification that may be requiredWe 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 Alicia *J***Paralegal

Rosetta Stone uses very deceptive and misleading advertisements They dropped the price on a product, said it wouldn't go lower, then lowered the price again after I made my purchase Their customer service is terrible I regret buying their product and would warn other people about trusting this company

[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:As I explained to the customer service person on the phone, the digital download that I was given clearly does not workThe digital file that you gave to me states, "the file is being used by another person." Since I have never used the version, it cannot be locked on my endI am a programmer and I have tried to access this several times without any luckYour Rosetta system blocks it each timeI tried to explain this to your customer service rep but her English was poor and she couldn't understand what I was talking aboutPlus, I clearly couldn't understand anything that she saidI ran this digital download while on the phone with herI run mbps and the download was very quick while I was on the phone with herShe kept saying, it will workBut it clearly didn't workWhy don't you just send the CD's as that might be easier to downloadI am still waiting on receiving my microphone as stated in my complaintThis is all a waste of timeAlso, I wouldn't have filed a complaint on Revdex.com if the digital download actually worked...basically my complaint wasn't even addressedI hope someone can help meThank you
Regards,
*** ***

*** ***,Customer *** *** filed a complaint identified by the above referenced case number against Rosetta Stone Ltd("Rosetta Stone") regarding his dissatisfaction that the product he purchased did not include a CD-ROM as well as the digital download.Rosetta Stone offered
*** *** a complimentary CD-ROM package on August 25, and the customer acceptedWe apologize for any inconvenience and would like to wish *** *** all the best on his language learning endeavors.I am happy to provide any additional clarification that may be requiredWe 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,Rosetta Stone