Rosetta Stone, Ltd

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: the company should give me a full refund.Regards,
[redacted]

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

Dear [redacted],
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[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

Hello,
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[redacted] filed a complaint identified by the above referenced case number against Rosetta Stone Ltd. (“Rosetta Stone”) regarding a misunderstanding that our digital download software could be utilized on an [redacted]. 
 
Upon receipt of the complaint, we immediately initiated an internal inquiry.  Our records indicate that we initiated a refund for her on December 17, 2015. Rosetta Stone would like to convey our regrets for any inconvenience the misunderstanding may have caused [redacted]. 
 
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[redacted]
Paralegal

[redacted] filed a
complaint identified by the above referenced case number against Rosetta Stone
Ltd. (“Rosetta Stone”) after having difficulty activating his product.
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Upon receipt of this
complaint, we immediately conducted an internal investigation and found that as
of January 1, 2015, [redacted] had successfully activated his product. We
apologize for any inconvenience caused to [redacted] and we wish him the best of
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,
Alicia J[redacted]

From: J[redacted], Alicia <[redacted]@rosettastone.com>Date: Tue, Dec 29, 2015 at 4:52 PMSubject: Rosetta Stone Response to Amy Flack- Complaint ID: [redacted]To: [email protected][redacted],Please excuse the delay in response to this complaint. Below is Rosetta...

Stone's response. Thanks,Alicia [redacted] filed a complaint identified by the above referenced case number against Rosetta Stone Ltd. (“Rosetta Stone”) regarding a collections notice that she received.  Rosetta Stone has written off the amount of $39.80 on [redacted]'s account. Rosetta Stone apologizes for any inconvenience caused and would like to wish [redacted] much success on her 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[redacted]-- Alicia S. J[redacted]Paralegal Desk: ###-###-####aj[redacted]@rosettastone.com

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:I do not find this narrow window to be legitimate grounds for refusing a partial refund. If the product is only worth $189 then this price should be offered to all customers. In this case the price was dropped once within 30 days at which time I reached out to Rosetta stone unsuccessfully. The price was dropped a second time with 60 days in which I successfully was able to contact Rosetta stone. At minimum since the price was dropped within 30 days this price should be honored. 
Regards,
[redacted]

[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]

[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]

Ms. [redacted] filed a complaint identified by the above
referenced case number against Rosetta Stone Ltd. (“Rosetta Stone”) regarding a
concern with her refund appearing and...

then being again withdrawn on her bank statement.
Upon receipt of this complaint we initiated an internal
inquiry. Rosetta Stone has found that according to our records, Ms. [redacted] was
refunded the full amount of her purchase to the same bank account originally used.
We have provided Ms. [redacted] proof of refund from our accounting records. Our
customer care department has also reached out to Ms. [redacted] requesting that
she show us where the refund was withdrawn from her account so that we can
further investigate. Since sending our request, we have not received a response
from the customer.
We encourage Ms. [redacted] to reach out to us again if she
finds that she was in fact not refunded for her 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.
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]

[redacted] filed a
complaint identified by the above referenced case number against Rosetta Stone
Ltd. (“Rosetta Stone”) after being sent the incorrect language and having
difficulty reaching a customer care...

agent to report the mishap.
Upon receipt of this
complaint, we were informed by our customer care department that they had
reached out to [redacted] and had processed an exchange for him for the
correct language. We apologize for any inconvenience this error caused [redacted] and we wish him the best of 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,
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:Although I have wasted over 15 hours of my personal time trying to legitimately return a product that, above all, does not provide a professional learning program with results that justify its $200 price tag, I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I have since started language training FOR FREE using [redacted] and have already learned more using this program after only 3 hours of training. 
Regards,
[redacted]

[redacted] 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 [redacted] upon receipt of this complaint and was informed by [redacted] 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 [redacted] 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[redacted]

I bought on line the Rosetta Stone Italian Language Course for over 300.00 about 3 years ago. I used the product and even signed up to continue online products for a year. After that I discontinued the online portion. I was able to use the product I bought without a problem. I recently went on line after a few months break, and could not get on. I contacted the support people who told me what to do. Since then my computer has been crashing and I get the blue screen. When I can get on, I have trouble seeing my modules, and only 1 or 2 of the modules are now available to me. I then go back to support and it is non existent. I am very upset as I thought that I bought a product that I could permanently use. I don't want to pay a monthly subscription to be able to use my product. I don't want my computer crashing when I do turn it on. When I try to figure out why my computer is crashing it says that there are corrupt files. I really feel like Rosetta Stone is no longer an upstanding company. I would not buy their products and would stay very far away. It's almost like someone else has taken over the company.

See Attachment
Rosetta Stone Ltd.- Response to Complaint no. [redacted]- [redacted]Inboxx [redacted]
[redacted]
[redacted] 
[redacted]I apologize for my delay in my below response. Could you please confirm that this...

will be reflected in our records?Thank you,Alicia [redacted] filed a complaint identified by the above referenced case number against Rosetta Stone Ltd. (“Rosetta Stone”) regarding her dissatisfaction with her Rosetta Stone langage learing software. [redacted] has requested a refund.According to our records, [redacted] did not purchase her program directly from Rosetta Stone. As stated on our website, Rosetta Stone cannot return purchases from our authorized retailers due to their governing policies and terms. Our customer care department has advised [redacted] to work with Barnes and Noble directly regarding her refund.Rosetta Stone would like to convey our regrets that [redacted] did not feel that she was able to adequately learn from our language learning software. We encourage her to reach back out to our customer care department if she desires more support.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]-- Alicia S. J[redacted]Paralegal [redacted]
[redacted] Please consider the environment before printing this e-mail.                                                                                                                                                                                                                                                                                                                                         This e-mail and any attachments thereto are intended only for use by the addressee(s) named herein and may contain legally privileged and/or confidential information. If you are not the intended recipient of this e-mail, you are hereby notified that any dissemination, distribution or copying of this email, and any attachments thereto, is strictly prohibited. If you receive this email in error please contact the sender by reply email and destroy all copies of the original message.

[redacted] 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 of a three year online subscription. 
Our customer care department has been unable to locate any calls from [redacted]. We have searched our records by both her name and the two phone numbers that we have on file for her. If it is possible that she contacted us using a different name or phone number, we encourage her to reach out with this information. In light of the fact that we have no record of receiving her call to cancel, we are unable to refund [redacted] at this time. 
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]

[redacted] filed a complaint
identified by the above referenced case number against Rosetta Stone Ltd.
(“Rosetta...

Stone”) regarding her dissatisfaction with the long hold time she
experienced while trying to update her billing information.
Upon receipt of the complaint, we
immediately initiated an internal inquiry.  Our records indicate
that our collections department has since been in contact with [redacted]
and her credit card information has been updated. As a result, her account
is no longer past due. Rosetta Stone would like to convey our regrets for any
inconvenience [redacted] experienced.  
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[redacted]
Paralegal

[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 resolved. Due to his operating system, the product he purchased would not download to his computer. We 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 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.

[redacted] filed a complaint
identified by the above referenced case number...

against Rosetta Stone Ltd.
(“Rosetta Stone”) regarding her dissatisfaction that Rosetta Stone
no longer offers support for the Version 2 Personal Edition
program her family purchased many 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 4 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], she
is able to take advantage of our most up to date software to continue her
learning by purchasing the upgrades offered to her.
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]