The Neat Company, Inc

The Neat Company does not have the ability to access your computer and lock your files.  Your first was created on 8/22/2016 In which you indicated that your account was partially set up.  An agent responded on 8/23/2016 with instructions on how to completely set up your Neat Cloud...

Account.    Based on the information you have provided here you have purchased a new scanner.  If you have recently purchased the scanner, there is a PIN that can be activated for a free year of service which will include live technical support for the first 60 days.  Please locate the PIN and visit activate.neat.com.   Additionally, you mention that you have installed the latest version of our software.  This is a cloud powered version and if you have not previous used the cloud then the information would not be accessible.   Neat will be more than happy to assist you.  As requested, please locate the PIN that came with the purchase of your Neat Scanner and activate it at activate.neat.com.  Make sure to enter the email address and telephone number you want to use for the account.  Once activated you will receive an email confirmation as well as a telephone number to contact support.   Neat Customer Care

Hello [redacted],From our records of the Serial Number you provided it shows you registered the scanner on 03/06/14. That would mean the warranty expired on 03/06/15. I understand it is frustrating when a device stops working, especially when you haven't gotten a lot of usage out of it. I...

discussed your issue with our team supervisor and because you haven't had a chance to get a lot of usage out of your scanner and because we would like to keep you as a Neat customer, I was authorized to offer you a one time replacement of your scanner. Please note, this does not extend your warranty.To process the replacement please provide the following information:Full NameMailing Address to send the replacement scanner (Non PO box)Neat Support

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 if this can be done in a reasonable amount of time / expeditious manner (couple or few days) as opposed to the 2 months it has taken thus far.  
Regards,
[redacted]

At this time we are able to provide phone support for the initial on boarding period of 60 days free of charge.  However, we will need to receive specific details of the assistance needed.  A cloud trial subscription was made available from 1/27-2/26.  I do see minimal usage during this period.  Please let me know when you're prepared for an additional 30 days to be available for a second trial.  Due to the terms of the Revdex.com complaint we'll only be able to provide email correspondence via the Revdex.com complaint itself.

[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 as Answered]
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[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]

The complaint filed with the Revdex.com allows the opportunity to act as a liaison via written correspondence to act as a mediator to insure the matter is resolved appropriately.  There are numerous accounts matching the name of [redacted].  We have not been able to locate a match to any of the following information given: 
address:  [redacted] Broomfield, CO 80023
phone number: ###-###-####
email:  [redacted]
At time we are in need of the address, phone number, email address, or the last four digits of the credit card billed.   Once we're able to locate the subscription we will process a cancellation and review any recent charges of billing for refund processing.

The agent has not reached out, I have not gotten any phone calls at the home phone. i'll try to call them. tell them to send me a phone # to reach them    [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 11971312, and find that this resolution is satisfactory to me. 
Regards,
Robynne Garrard

Complaint: [redacted]
I am rejecting this response because:
Neat Support told me that since I started the Revdex.com complaint process, all communication must now be processed through this complaint. They instructed me to reply with a rejected response to let them know that I accept them downloading my items on the "back-end."  This is because the only way to download your files directly from their cloud is to download each individual item one by one (contrary to what I've been told by 2 support reps.)They told me that If I accept this option, once completed, they will respond again with information on how to download my data. To start that process they will need to reset my password so that they can access my account and then start the download process.Once completed, they will cancel my account and send me a link to download all of my images so that I don't have to download them one by one.Buyer beware: Basically, once you've got all of your info in their cloud, you better maintain the integrity of your desktop database.  If not, you'll be stuck in my situation.  This software/hardware/cloud bundle is a lot more proprietary than I anticipated it to be.
Regards,
[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]
 
Thank you for your assistance.  However, I have not been contacted by Neat, other than to verify a returns is in process.  If you can, please have them ship the return to my summer address:
[redacted]
Sky Valley, GA 30537
 
rather than the Navarre, FL winter address.  Thank you.  I will make an attempt to contact [redacted] as well.

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]

With the information provided, the only case I was able to locate is 518503 created on 8/11/2016, due to unusually high tech support requests, it does appear that the initial response by teach support agent was sent 7 days after case creation.  On 8/19/2016 a response was received by the...

tech support agent "stating that it took to long to respond".  The tech support agent responded to this 8/22/2016 offering additional assistance if the customer needed further assistance in a response email.  No further communication has been received from the customer.With in the information the customer provided, we were unable to locate a support plan.  Support options for this customer are via email or chat.

[redacted] requests a solution to the image quality issue associated with reporting that had been ongoing for several months.
Upon
reviewing the account, it appears a solution had been provided to [redacted] yesterday in response to a support case with one of our technical...


representatives. [redacted] replied, indicating the solution was successful and that it was accepted.Best regards,
The Neat Company

[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 want a full refund and I will be gladly to send the system back. I'm not able to do anything with the system, I have tried everything that was suggested and nothing is working yet again. In regard to this system, I no longer want the device and just want a refund of my money.
Regards,
[redacted]

Customers who utilize the scanners and legacy software are not required to have a Neat Cloud Subscription or pay a monthly fee.If you are using our cloud powered software (the icon is an orange circle with white triangles) a cloud subscription would be required.Users who are using the legacy...

software (a white circle with orange triangles) do not require a cloud subscription.  However, this version of the software has become unsupported via telephone or agent support.  Support options are available to customers using the legacy software by visiting https://neat.desk.com/Neat has not forced any customer to purchase any plan to continue using the legacy software.

[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 still believe that the Neat Company is dodging its responsibility to its members when it comes to technical support.  I have followed the directions on their latest response to me, and found it the same as I described...misleading and confusing.  I do not see a willingness on the part of this company to become more user friendly or supportive.  I invite someone from the Revdex.com to go on the website and judge for yourself if it is user friendly! 
Regards,
[redacted]

Hello,[redacted] and [redacted] are authorized retailers, but on these sites any person or business can set up their own store or sell products from their home. We have stores on both of those sites where you can purchase Neat products. If not purchased from an official Neat seller we have no control over how...

the product was handled or what condition it was sold in. We have posted our exchange policy as well as a list of Authorized Retailers here: http://www.neat.com/[redacted]Because of the issues you had with support we have authorized a one time exchange for your scanner. Please note, any further purchases of Neat products should only be made through Authorized Retailers if you want to be able to take advantage of the warranty provided by Neat. Here is the info for your replacement process:The sales order number for this replacement is as follows: [redacted]You've also been e-mailed you a printable [redacted] return label. (It will be from [redacted], and not the Neat Company-- please check your junk mail if you don't see it in your inbox.)Please use this label to return only your defective scanner, using the box that contained the replacement device.PLEASE DO NOT SEND BACK CORDS or SOFTWARE, and please do not send back your current unit until you have received the replacement device.Neat Support

I received a check today in the mail for the refund. 
Thank you,
[redacted]

I sent you an email referencing Quicken when it should have been The Neat Company. Here is how it should have read:I'm sorry I didn't respond quicker to this complaint resolution. Timothy, from Neat, called me and set up a time to call me back as I wasn't near my computer. During the time I was waiting for his call I applied some of the "fixes” that Neat had sent to me via the Revdex.com. Even though at the time I was applying these "fixes" I wasn't sure they were working, when I went to open my Neat software the next time it worked fine. So I guess that what ever the problem was, it resolved itself. When Timothy called me back, exactly on time, I told him what had happened and we both agreed that that the "fix" must have worked. Thank you for your assistance in resolving this situation and thanks to Timothy for his professional and prompt response.[redacted]

As of March 1, 2016, Neat announced the retirement of the Neat desktop software platform (Neat v5.7 or earlier for [redacted]; Neat 4.5 or earlier for [redacted]).  Customers are still be able to use the legacy Neat platform but further enhancements and future development will no longer occur on these...

versions.  Customers who do not wish to migrate to the cloud-powered version of Neat can continue to use the legacy versions. Existing Neat customers who wish to utilize new software features, enhancements and document types (invoices, bills, statements, etc), as well as current and future integrations ([redacted] Online, [redacted], Constant Contact, etc), will need to migrate to the cloud-enabled version of Neat. As with many other SaaS-based application providers, Neat has moved into the cloud world completely as this allows us to develop a single code base to be utilized across multiple operating environments.  In addition, the entire 'heavy lifting' of Neat's platform is now done via cloud-enabled tools vs. all of this code installed on each user's environment.  More information can be found on the following link:http://[redacted]Every Neat product and software plan comes with unlimited access to our online customer support tools and resources. A subscription to NeatCare provides additional support options for customers who may need live phone support and plan may be reviewed by visiting the following link: http://[redacted]/