Rosetta Stone, Ltd

*** *** 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 some confusion surrounding the mobile application of our product. Our customer care department reached out to *** *** upon receipt of this complaint and was
informed by *** *** that Google was going to provide him a refund for the app he purchased and he plans to repurchase the mobile product through Rosetta Stone in order to access the features he desires. 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.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 appreciate spending a substantial amount of money for a software that was marketed and sold to me as compatible and which I was able to use with my current system initially just fine only till I am prompted to update Rosetta Stone software , ( which rendered this whole thing unusable and inaccessible in the blink of an eye.) What a money trapWhen you sold me this software for a hefty price, there was no competibility issues and it was working with my operating system just fine It is not as if I bought the wrong product or versionA while later you are forcing on people these updates , which makes my lessons inaccessible You do not inform people of future incompatibility issues - that arise only when you make one sided chages to your program, not because the customer chose to change it or not because he or she purchased an incompatible software to begin with.I did not spend money on your expensive software so that I could use it only for a short period of timeHow is it not marketing and advertising when you sell something as compatible in the first place but then due to unilateral changes you make without giving the program user any options to run the program with the current operating system, you render it useless? Again, It is not as if when you marketed and sold this program it was not compatible with VistaYou sold me this product as compatible with my system requirements You change things to make it incompatible later, which brings up marketing issuesWhy don't you accommodate previously working systems by writing better codes, instead of purposefully rendering them unuseable later on. Your tech support, if anyone can call it that is atrocious as wellThey do not have the competency and level of know how to fix or address any problemsThey do not get back to you for weeks and when they kndly do, they copy and paste ibstructions for certain error messages from your website,which anyone can read and implement if they were useful
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.
The conpany stated I would receive a refund within to business days
Regards,
*** ***

[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:We never received an email warning us that the initial subscription was renewing. We received an email in May warning about the June renewal (and immediately took action) but we never received a reminder or warning email in November or December about the December renewal. This automatic renewal for consumers is a rip-offConsumers generally do not read the boilerplate contract, especially online, but they do rely on the integrity of the business. Rosetta Stone should not be allowed to automatically renew their consumers without so much as a warning.I will continue to warn everyone I know about Rosetta Stone but perhaps the Revdex.com has help me to get a refund.Regards,*** ***

Dear Ms***, Ms*** filed a complaint identified by the above referenced case number against Rosetta Stone Ltd(“Rosetta Stone”) regarding her desire to be refunded after her account auto renewedUpon receipt of this complaint Rosetta Stone launched an internal inquiry.
Rosetta Stone does disclose the auto renewal at checkout and there is also a link to our purchase terms provided in the confirmation email following purchaseThe customer is emailed again several days prior to the account renewing after the initial term. Since Ms*** notified us in a timely manner of the second renewal, Rosetta Stone was able to successfully refund her as of May 5, 2016. Due to the initial renewal being nearly five months prior to her contact, Rosetta Stone is unable to refund Ms*** for the January renewal as it is our policy to not provide renewal refunds outside of our standard day return windowAs a courtesy however, Rosetta Stone has extended Ms***'s account for an additional three months at no extra costThis will of course not auto renew and there will be no additional charges Rosetta Stone would like to apologize for any inconvenience and wishes Ms*** 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 matter and that the Customer’s issues were resolvedRespectfully Submitted, Rosetta Stone Legal Department

[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 dissatisfaction that Rosetta Stone no longer offers support for the Version program he purchased more than four years agoAs stated on our
website, Rosetta Stone is committed to continually advancing and improving our software technology by adding new products to adhere to the latest technology in the computer industryUnfortunately, this means we can’t continue to support some of our older platforms which are designed to work with now outdated operating systemsHence as of June 30, Rosetta Stone Version products are no longer supported by Rosetta Stone Rosetta Stone does continue to maintain the Version self-service portal and Knowledge Base for those of our customers who are still using Version We also offer our Version product at a discounted rate to any of our customers wishing to use outdated or unsupported softwareWhile we cannot provide upgraded software for free as requested by *** ***, we do hope he will accept our offer to purchase the discounted software upgrade so that he can continue his language learning endeavorsOur customer service department also provided him with direct links to our Version support pages if he wishes to utilize them to resolve his issuesI 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

[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:
Their ability to locate information about a phone call is not my responsibilityI did not use a different nameI only have the one that I usedI will say that the number I called was the number from their websiteI don't know who I spoke with but they took all kinds of information and told me that everything would be cancelled and that I didn't need to do anything further
Regards,
*** ***

Hello,The headset started acting up about a month ago.Carol

*** filed a
complaint identified by the above referenced case number against Rosetta
Stone
Ltd(“Rosetta Stone”) regarding his difficulty activating his Rosetta Stone language
learning software gift
Our records indicate
that *** ***’s activation issue has now been resolved and he is able to utilize his programWe apologize for
any inconvenience the delay caused *** *** 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
Respectfully
submitted,
Alicia J***

*** ***,*** *** filed a complaint identified by the above referenced case number against Rosetta Stone Ltd("Rosetta Stone") regarding his desire for Rosetta Stone to reset his language learning software progress.Rosetta Stone unfortunately has no ability to reset someones progress
within the programHowever, Given *** ***'s dedication to the program, we have made an exception and will be sending him a new claim code for another 12-month subscription so that he is able to start overWe would like to wish *** *** all the best in 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,Alicia

[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 am still receiving mail from them the last one was on the same day I received this email from you on August @ 9:p.mThey have not even slowed down on sending them to me I now get any where from to a day now It is getting pretty bad it's like they are pushing me for turning them into you.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,
*** ***

*** ***
Fwd: Complaint resolvedInboxx Revdex.com of Metro Washington DCJan (days ago)to me ---------- Forwarded message ----------From: *** *** Date: Tue, Jan 13, at 2:PMSubject: Complaint resolvedTo: [email protected] is to let you know that complaint *** was resolved to my entire satisfactionThank you for your assistance.Sincerely,*** ***

Ms*** filed a complaint
identified by the above referenced case number against Rosetta Stone Ltd
(“Rosetta
Stone”) regarding her customer service experience during difficulties
with her product installation
Our records indicate that a
senior product support specialist reached out to Ms*** and was able to
resolve her issueWe apologize for technical difficulties Ms***
experienced with our product as well as for her experience with our customer
service personnelWe would like to wish Ms*** the best of luck on her
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

Dear Ms***, Ms*** filed a complaint identified by the above referenced case number against Rosetta Stone Ltd(“Rosetta Stone”) regarding her desire to be refunded after her account auto renewedUpon receipt of this complaint Rosetta Stone launched an internal
inquiry. Rosetta Stone does disclose the auto renewal at checkout and there is also a link to our purchase terms provided in the confirmation email following purchaseThe customer is emailed again several days prior to the account renewing after the initial term. Since Ms*** notified us in a timely manner of the second renewal, Rosetta Stone was able to successfully refund her as of May 5, 2016. Due to the initial renewal being nearly five months prior to her contact, Rosetta Stone is unable to refund Ms*** for the January renewal as it is our policy to not provide renewal refunds outside of our standard day return windowAs a courtesy however, Rosetta Stone has extended Ms***'s account for an additional three months at no extra costThis will of course not auto renew and there will be no additional charges Rosetta Stone would like to apologize for any inconvenience and wishes Ms*** 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 matter and that the Customer’s issues were resolvedRespectfully Submitted,
Rosetta Stone Legal Department

*** *** filed a complaint identified by the above referenced case number against Rosetta Stone Ltd(“Rosetta Stone”) regarding her dissatisfaction with the automatic renewal of her subscription. The automatic renewal clause is stated both on the review your order page which is displayed
right before completing a purchase online and in the order confirmation email that the customer receives once the order has been placesThe automatic renewal terms can also be found in Rosetta Stone's Purchase Terms and Conditions on our website. Rosetta Stone would like to apologize for any misunderstanding regarding these terms and has issued *** *** a full refundShe should receive this refund within 7-days.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

Rosetta Stone has now responded to *** ***'s previous complaintPlease see this response below.
New Roman">*** *** 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 March 8, Per usual procedure for
an installment plan, Rosetta Stone did a pre-authorization on *** ***’s card
in the full amount of $This pre-authorization was immeidately reversed
and a charge of $was posted to her account for the first installment
payment*** *** should confirm with her bank that no money was permanently withdrawn
during the pre-authorization
Our records indicate
that all five installment payments were successfully withdrawn before *** *** contacted Rosetta Stone in July regarding her desire to return her product
Rosetta Stone does offer a day money back guarantee to all of our customers
but unfortunately *** *** did not contact us within this window Our customer care department was therefore unable
to issue her a refund at the time of her call
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***

Ms*** filed a complaint
identified by the above referenced case number against Rosetta Stone Ltd
(“Rosetta
Stone”) regarding her desire to be refunded for her purchase
Our records indicate that on October
29, 2014, Ms*** purchased six months of access to our online language
learning software known as TOTALeUnfortunately, Ms*** states that she incorrectly
entered her email address so she never received a login or passwordRosetta
Stone then made multiple attempts to contact Ms*** regarding her
non-payment but since we were using the email address provided, the emails were
not receivedAfter receiving a collections letter, Ms*** has now reached
out to Rosetta Stone and would like to be given a refund for the product
A supervisor of our customer care
department has reached out to Ms*** to inform her that she is outside of
the return windowWe did offer Ms*** six additional months of our online
language learning software to compensate for the time that she did not have her
login credentialsWe are unable to give Ms*** a full refund as she
requests
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***
Paralegal