Rosetta Stone, Ltd

From: J***, AliciaDate: Tue, Aug 9, at 2:PMSubject: Rosetta Stone Response*** ***,Rosetta Stone would like to apologize for the delay in response to this complaint. *** *** filed a complaint identified by the above referenced case number against Rosetta Stone Ltd("Rosetta Stone") regarding his dissatisfaction that his Rosetta Stone product he purchased on *** was deactivated. Upon review of the customer care departments call notes and thoroughly checking our records I have determined that *** *** did not purchase his product through an authorized re-seller of Rosetta StoneThe product *** *** purchased through *** was never paid for by the individual that listed it on ***During an audit of our active products it was discovered that this active product had not been paid for and was deactivated.Rosetta Stone cannot provide support for products that were not purchased directly from Rosetta Stone or one of our authorized re-sellersWe would like to apologize to *** *** that we cannot fulfill his request to reactive his product but we do encourage him to purchase new product through Rosetta Stone in the future to ensure we are able to properly support him. 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***-- Alicia *J***ParalegalDesk: ***@rosettastone.com Please consider the environment before printing this e-mail

Upon further investigation, I have received record that customer requested that the order be cancelledWe did not issue an activation key since the order was removed from our systemShould *** *** wish to re-order the software, it is important for him to note that it may take 24-hours for him to receive the activation codeOn behalf of Rosetta Stone, we apologize for any inconvenience

*** *** filed a complaint identified by the above referenced case number against Rosetta Stone Ltd(“Rosetta Stone”) regarding his desire for a new activation code for his Rosetta Stone language learning software. Our records indicate that *** *** has been provided a
digital download link and an activation code so he is now able to fully utilize his Rosetta Stone softwareRosetta Stone would like to apologize for any inconvenience and wishes *** *** all the best on his language learning endeavors. I 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 records. Respectfully submitted, Alicia J***Paralegal

*** *** 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 Rosetta Stone App purchase not working with *** Family ShareFamily Sharing is not operated by Rosetta Stone as it is a feature of ***Our understanding from
the *** website is that Family Sharing is a feature utilized by *** to allow up to six people to share purchases from the iTunes store once family sharing is activatedSource: https://support.*** Rosetta Stone is unable to make any changes to the Family Sharing feature noted by *** *** and we urge her to contact *** directly to resolve the problemWe apologize for any inconvenience and wish *** *** all the best on her language learning endeavorsI 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, Rosetta Stone

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution to provide the months that were unknowingly charged to my account be added back is satisfactory to meHowever...While I appreciate the attempt to make it sound like this business is upfront with customers upon purchase, it needs to be indicated that this is very much not the caseI pay attention to details and typically save all correspondences pertaining to purchasesIt is very much NOT evident on the confirmation screen about the auto renewal chargesThere also was not a link to this so called additional information pageI saved a screen shot of that purchase confirmation and have attached for you to review.If this company is going to auto renew an account it needs to be in BIG BOLD TYPE and made very evident before purchase and on the confirmation screenIt can not be hidden in small print on a different pageOtherwise it is a swarmy business practiceThey also MUST send emails prior to each and every auto charge to customersI received NO email communication about either auto charge, which I indicated to the original customer support agentThere was NO communication from this company to me about these charges
Regards,
*** ***

Dear *** ***,
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*** *** filed a complaint identified by the above referenced case number against Rosetta Stone Ltd(“Rosetta Stone”) regarding his desire to be refunded for the autorenewalUpon receipt of the complaint, Rosetta Stone was able to determine that *** *** did contact us within the day
return windowA full refund has been processed for *** *** and Rosetta Stone would like to convey our regrets for any inconvenience this may have caused I 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***
***

*** *** filed a complaint identified by the above referenced case number against Rosetta Stone Ltd("Rosetta Stone") regarding her dissatisfaction with the length of time it took to receive a refund from Rosetta Stone Ltdfor her online language learning software subscriptionIt does
unfortunately take 7-business days for a refund to appear in a purchaser’s account when a refund is issued and we are unable to expedite this processI have confirmed that *** *** has now received a refund for the requested $Rosetta Stone would like to apologize for any inconvenience caused by the delay and we wish *** *** all the best on her language learning endeavorsI 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 matterThanks, Alicia

Customer *** *** filed a complaint identified by the above referenced case number against Rosetta Stone Ltd("Rosetta Stone") regarding her desire to receive a replacement headset at no additional costAccording to our records, ***
*** purchased her language learning software in Per our policy, Rosetta Stone does not replace headsets in the years following purchaseHowever in *** *** requested a replacement headset stating that hers had stopped working Rosetta Stone issued an exception to the policy and *** *** was sent a new headset at no additional chargeUnfortunately, Rosetta Stone is unable to make a second exception and send *** *** a second replacement headsetIn the event *** *** does not want to purchase a headset directly from Rosetta Stone, any USB headset will be compatible with our productWe apologize for any inconvenience and would like to wish *** *** all the best on her 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

I apologize for our delay in response to this complaint.Customer *** *** filed a complaint identified by the above referenced case number against Rosetta Stone Ltd("Rosetta Stone") regarding a dissatisfaction with the amount of tutoring sessions she is receiving with her Rosetta Stone
language learning software. Upon reviewing the sales call it was determined that *** *** was requesting something additional be provided to create a "better deal"To create this better deal the sales representative stated that "some" sessions could be added in the form of our Group Studio 5-PackWe do apologize if there was any misunderstanding but these five sessions are to be utilized throughout the 24-month period and are not reoccurring each monthAt this time Rosetta Stone does not offer online subscriptions with five live tutoring sessions per month so we are unable to provide the five per month package as requested.As a courtesy for the misunderstanding, Rosetta Stone has provided the customer with five additional sessions on January 4, that can be scheduled any time throughout the duration of the subscriptionShould the customer wish to purchase additional sessions, they can do so through the my account tab on the user login page. 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

*** ***,
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*** *** 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 *** *** to be unable to schedule studio sessions, we
have our team of product support engineers working to solve the issueRosetta
Stone would like to assure *** *** that his issue is being looked into and
we will be contacting him as soon as we have found a solution. To
compensate *** *** 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,
*** ***

*** *** filed a complaint identified by the above referenced
case number
against Rosetta Stone Ltd(“Rosetta Stone”) regarding her desire
to be refunded for her French language learning software
Rosetta
Stone was able to locate *** ***’s order which was placed on December 1,
in the amount of $including taxAt the time of the purchase and still
today, Rosetta Stone’s box product comes with a three month subscription to our
online featuresOur box product has to be installed instead of downloaded so
it unfortunately doesn’t work on mobile devices like an ***Further, this trial
subscription must be activated within six months of the date of purchase to be
validAt the end of the trial period, the user then has the opportunity to
purchase additional months of the online features if they found them to be
useful in their learningOur online subscription known as TOTALe gives you access
to these features on any device at all times for the length of the subscription
you purchase
Rosetta
Stone has reached out to *** *** several times offering her two different
optionsEven though we are unable to issue her a refund as she is requesting, we
felt we were quite generous in our solutionsOne of the options *** *** was
presented was to return her box product in exchange for a twelve month TOTALe
subscriptionAs of today we have still not heard back from the customerWe
encourage her to reach out to us if she is still unsatisfied
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

*** *** 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***

[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: I do not owe Rosetta Stone as this response has stated, and the second portion of their claim is by stating that someone has contacted me and we have worked out a solution that both parties are satisfied with. I have not heard from Rosetta Stone in order to work out any solution. They will need to provide in writing through the Revdex.com what that solution is. I have returned item to me, and the other item that should have been purchased was deactivated by Rosetta Stone, so they will need to provide me with an active product ID that actually works
Regards,
*** ***

Rosetta Stone would like to apologize that *** *** is still unsatisfied, but at this time Rosetta Stone can take no further action with regard to her accountAgainst our usual policy, we have written off the remaining $but Rosetta Stone is unable to refund the initial installment of $ 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 and that the Customer’s issues were resolved

[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,
*** ***

I spoke to someone From Rosetta Stone this MorningA man named GabeI have NOT received a prepaid Label as of this minuteI was told this morning by Gabe that I Would receive the Label, that they are overnighting a Latin America Spanish program to me , and the booksI was also told I would receive a Huge discount As soon as this is actually done, I will be Happy and satisfiedI have been lied to By Rosetta Stone so much and received such poor service, It is hard for me to believe them till it actually happens
Complaint: ***
I am rejecting this response because:
Regards,
*** ***

*** *** 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 at the time of receipt of the email providing notice that the auto renewal will take place if they do not wish to renew their subscriptionRosetta Stone has refunded *** ***’s renewal fee in full and all future renewals have been cancelledRosetta Stone would like to apologize for any inconvenience this has causedI 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

*** ***,*** *** filed a complaint identified by the above referenced case number against Rosetta Stone Ltd(“Rosetta Stone”) regarding his 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 full and all future renewals have been cancelledRosetta Stone would like to apologize for any inconvenience this has causedI 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***