The Neat Company, Inc

At this time we are willing to provide a full refund (provide receipt/invoice of purchase), or send a Neat connect scanner (provide address of shipment) in replacement of your Neat desk scanner.  Please advise.

At this time follow up will be needed with [redacted] directly as we understand a claim has been filed at your request.  Please provide the claim number for further assistance.

[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]

[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]

We apologize for the experience that you have had in resolving your technical support issue.We have had a senior technical support agent reach out to you to further discuss the issue that you are having.  The agent you are working with will be taking over this specific case.  If you...

continue to have issues please respond to that case you already have created which is case [redacted].

We apologize for the inconvenience, We have sent to you a copy of the legacy software that came with the purchase of your scanner.  As previously mentioned this version of the software is unsupported via live technical support and no further releases of the software will be made available.

Terrible Customer Service. Conceals their number. Won't let you cancel online and can't reach a live person then wants to charge you because you didn't cancel.

There is no record of communication from customer via phone or in writing prior to 11/3/2016 when customer contacted the accounting department at which time it was discovered that the customer placed two orders online.  The first order was under email address [redacted], the second under [redacted].  Agents processed a refund for the duplicate billing in the amount of $97.92.  Customer had the option of logging into www.neat.com/myaccount to cancel either subscription.  Both subscriptions were cancelled on 11/3/2016 per customer request.

Hello [redacted],
You can download a copy of all of your files here: http://files.[redacted]
The file is about 2 GB so it could take some time to download depending on your internet speed.
In the zip file is all of your folders and the individual files in each of those folders.
To access your Neat cloud account online you can reset your password here: https://[redacted]
Your subscription has been canceled so you will not receive any further charges. You can still access your account until 9/5/2015
Neat Support

We're sorry to hear you've run into concerns while getting started.  I see communication from a previous email sent to us directly stating you're unable to get started and unable to reach us during our business hours.  Please share specific details with me as I'll be more than happy to...

assist you in getting started.

Extremely bad company. The whole cloud infrastructure went down and there is nowhere to get support and not even a way to recover data. Monday 9, 2016. Several hours with no service. Unfortunately, there is clear signs the company has degraded from 10 y ago. Scanner software is poor and even the cloud OCR and filing system is crumbling.
Recommend immediate termination of business with this company and transfer data to a different provider of cloud based document and receipt management.

Our apologies for any inconveniences experienced by the customer attempting to obtain a download for the legacy Neat software. As requested,  the customer may use the following link to download and install Neat's legacy software: [redacted]More...

information regarding the retirement of Neat's legacy software can be found here: http://www.neat.com/helpcenter[redacted]

Sales order [redacted] has been generated for a new receipt scanner.  See the attachment for a prepaid [redacted] return label.  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.  An additional correspondent will be sent on Monday providing a [redacted] tracking number for the shipment of the receipt scanner.  Let us know if you desire an extensive cloud subscription beyond that of a trial offer as we are willing to provide additional service at no cost.

Our latest cloud-powered software was created to allow for streamlined operations on all platforms including [redacted], and browser access through our web portal at cloud.neat.com.  In additional to performance and infrastructure improvements, we have taken the most...

popular features from our previous OS-specific desktop applications and enhanced the software with new document types only available in the new software platform. Please accept our apologies for the delay of assistance provided within case# [redacted].  A refund request has been received in the amount of 65.39.  Please allow up to 3-4 weeks for processing via check.

[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 I have spent more than 12 hours responding to e-mails for people who are supposed to be in The NEAT' Company's Technical Support.  I have repeatedly sent them my cell phone number, screen shots descriptions of the errors I'm getting.  They keep sending me useless responses.  They refuse to have a LIVE Technical Support person call me to resolve the issue.  I even tried to lookup the Corporate Phone number on the Internet and the only number I found was another IVR response that had one option to it and that was to send me back to the same Technical Support area I can't get in touch with.  The Corporate Executives don't provide any means for customers having the types of problems I'm having to easily reach Corporate Executives to get the problems solved. Yesterday, I sent several e-mails with screen shots of error.  This morning I sent another e-mail with 8 screen shots and I got an email from their Technical Support Team asking me the questions below.  I have already missed a critical project deadline because I couldn't get the NEAT Scanner Software installed and couldn't reach a LIVE Technical Support person to help resolve the problem.  All I get is the same ridiculous unusable responses from the NEAT Technical Support Team.  I have more than 40 plus years of Information Technology ex[experience and I have never encountered such incompetence and unprofessional Customer Service that I'm experiencing with The NEAT Company's Technical Support Team.  I regret the day I purchased their scanner.  My last e=mail response to them wasn't the most polite e-mail I have ever sent but I'm extremely angry.Since I purchased this Scanner last year, I can't find the receipt.  If I could find it - I would immediately return this scanner and will never purchase another product from NEAT. I'm extremely upset and angry with this company that I no longer want to communicate with the incompetent people they have in the Technical Support area. I don't know where your complaint process goes from here but as far as I'm concerned, The NEAT Company is the worst Company I've had to deal with as far as Customer Service and Technical Support. ===Last e=mail from The NEAT Company's Technical Support: To better assist you, I will need to gather additional information in order to identify the appropriate solution to the issue you reported.Please provide the requested information below:Software Version (Go to: Help>About on PC, Neat>About on [redacted], or Your Name>About on Neat’s Smart Organization System):Operating System Version (PC – Right Click My Computer or Computer and choose Properties, [redacted] Go to Apple Menu and choose About This [redacted]):Specific error message text of any on-screen messages:Scanner Model Number (M/N on the bottom of the unit):Scanner behavior:Also, if possible, please send a screen-shot of the error message you are receiving. If you are having an imaging issue, please provide an example of the image you are receiving after scanning and attach as response to this email along with the information requested above.To create a screen shot on a PC:1. Press Ctrl + PrintScrn (button next to F12 on a [redacted] keyboard)2. Open up [redacted] (Under Start—>Accessories)3. Click on the “Edit” menu, and select “Paste” into a Word document and attach as a reply to this email.To create a screen shot on a [redacted]:1. Press Command + Shift + 3.2. Find the screenshot as a .png file on your desktop.3. Attach the image file as response to this emailOnce I have the information requested I will then be able to assist further. Also, please be sure to visit the Neat Help Center (http://www.neat.com/support/) for additional User Guides and Help Documentation to assist in getting the most out of Neat.Thank you,
=====
Regards,
[redacted]

Our apologies to the customer for the difficulties reported in the filed complaint. The complaint against Neat has been reviewed, and in response, the Neat organization stands by the products and services that it offers.Upon reviewing the customer records associated with the specific email...

address provided in the Revdex.com complaint ( [redacted] &  [redacted])  - we can see on 10/27/2015, at 2:19 pm, a customer care agent emailed the customer providing a link to our desktop software and an additional request for an application log from the customer computer Neat is installed on in order to provide a resolution for the reported issue - (Case# 350433) . Directions were provided to the customer on how to provide the log in a response email, so troubleshooting could commence. At this time, we do not have a email reply from the customer providing the application log or any other request for additional assistance. If a log was provided, Neat Customer Care would have been able to provide resolution steps or reach out directly to assist.  Additionally, any customer (with or without a support plan) who is experiencing a technical issue with their Neat product is able to reach out directly for support with their issue by visiting the following link and submitting a written request for assistance:[redacted]In an effort to provide transparency and to keep customers informed of the change, we have provided information on our website regarding the retirement of our Neat Legacy software and a process for customers wishing to migrate over to our latest cloud-powered software. The information regarding the retirement of our legacy software and options for customer wishing not to use the cloud-powered software is provided on the following link: [redacted]Neat will not be providing a refund as requested in the dispute, although we are willing to provide assistance in getting the customer scanner and software operation if there is a technical issue related to our products which needs to be addressed.

I had purchased A Neat scanner online. And with no knowledge or consent, they automatically enrolled me in their cloud service and started charging me $14.99 a month on the card I used to purchase the scanner. this seems to me to be illegal, or at best unethical. I asked the to delete my card # and mail me a check today. We'll see if I get it.

[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 did not lodge the complain just on 5/19/2014.  These are the events:
1. First week of Feb 2014, I was like enticed to buy this scanner by calling me constantly and bought it on Sunday evening.  Neat representatives work tirelessly to sell the product over the weekend.
2. In the same week of Feb after I got the scanner, I called Neat to report the scanner is not detected on the [redacted] computer.  The technician on the phone suggested that he will replace and send a return label.
3. I was waiting for the label and did not get one.
4. Got frustrated that after paying 500 dollars, I could not use the scanner.  Called to report but they don't have customer service on weekend.  What a irony.  Neat can sell a product during weekend and after becoming customer of Neat, I am treated with no care.
5. Then I went online and lodge the complain.  I did not hear anything.
6. Gave couple of months and checked online to see the note from Neat that my problem was resolved (see the attachment file: Highly frustrated.pdf).
7. Then I lodge a complaint again to Neat online (see the email corresponded  with neat).
8. Lodge complaint to Revdex.com and got the above response that I reject because of above reason.
9. Then I saw the reply through Revdex.com and it gave a window to call the number.
10. On the phone, I called them.  I explain the complaint and requested for return.
11. Neat representative said she will sent the label for return.
12.  I am still waiting for the email with the label.  Till now no news.
13. This complaint will resolve only when I get a full refund after I return.
I need to get my refund
Regards,
[redacted]

Follow up assist has been made with collections in an effort to correct the issue of continued communication.  At this time a correction has been successfully applied preventing further communication.  Please allow up to three days for completion of processing.

We apologize for the difficulties the customer encountered in obtaining service from the customer support team. Contributing factors preventing the customer from reaching Neat were related to an influx of calls due to  the end of tax season - this is typically when we see the highest call...

volume requesting support.  As an organization we are working to streamline the support process and reduce the wait time for customers attempting to reach support.  We are certainly willing to provide additional support as requested if the customer responds directly to this Revdex.com complaint.   We request a date, time, and telephone number to reach him on directly and once we have made contact an technical support agent will be dedicated to this customer to resolve his current needs and any future assistance he might require.  Technical support is available Monday - Friday, 9:00 AM - 5:30 PM EST and we look forward to assisting the customer further in an effort to resolve his reported issue.