The Neat Company, Inc

The Neat Company is willing to provide customer with immediate assistance with the issue that was reportedWe will also provide customer with information to contact an agent directly in the event additional assistance is required in the future

As mentioned previously, Neat stands by its products and offers a year hardware warranty as outlined in the Warranty Information page available on our website: http://www.neat.com/support/warranties/ Additionally, Neat does not offer repairs on our scanners, and customers that are outside of the established warranty period may contact our sales department to discuss pricing available to themThe number to our sales department is: ###-###-#### - the customer may inform the sales representative they are outside the warranty period and interested in any discounts that might apply

We have canceled the customer subscription plan as requested, the account was cancelled for the last billing cycle and, as a courtesy, they will have access to Neat cloud until 12/if they wish to remove any items scanned to the cloud. We will not be able to provide a refund as
requested as this is the first indication we have received that the customer would like to cancel their subscription plan with usThe automated IVR (phone)system will allow customers that utter "Cancellation" or "Question about my account" (actual prompt) to speak with an agent directly without requiring a support planIf a customer is calling outside support hours, they will receive the same IVR prompts where they can state their intentOnce their intent is stated, then an automated email will be generated for the customer and the customer issue will be addressed upon a support agent receiving the email during support hours We have instance of the customer attempting to contact us by phone on the number provided here at the Revdex.com, but our records indicate the customer hung up at around minutes before speaking to an account specialist *see image providedAdditionally, we have no instance of the customer attempting to contact us through live chat or the email address provided here or the one reference in the call log example: ***@***.comSteps to cancel a Neat cloud subscription are available on-line here: http://www.neat.com/helpcenter/cancel-neat-subscription/ - the customer will need to log into the Neat My Account portal and follow the steps provided

On January case number *** was created, since then one of our agents has attempted to reach out to you for further assistance in the return of your Neat Scanner You will be receiving an email from one of our agents requesting to schedule a time for further assistance.If you respond
directly to the case, we will be able to resolve the matter

It would be nice to talk to a real person when there is a problem There was only automated messages and a referral to their website I am very disappointed with customer service and technical support

[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,
*** *** ***

[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 business has already contacted me and is taking steps to resolve the issue
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,
*** ***

It appears that the customer has requested a phone call regarding this matter on January 2, At this time we will be able to discuss the account and take any appropriate action at that time

At this time we're unable to locate previous interaction based on the information provided Please provide the latest case number for review

As stated in our previous response through the Revdex.com - we are willing to call the customer directly to provide assistance as requested
Please reply with the requested information and a customer care agent will reach out directly:
"If the customer would like to reply to this complaint with a date, time, and telephone number we would be able to make contact on, we will be happy to facilitate direct assistanceNeat Customer Care is available to reach out Monday - Friday, 9:AM - 5:PM EST."

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

Customer is currently receiving support from an elevated Neat technical support technician to address the issue detailed here, the reference number is Case#***The last communication Neat had with the customer was on and a screen shot of the communication has been provided hereNeat will continue working with the customer in an effort to resolve the issueIf the customer has any additional questions or concerns they may continue communicating with the Neat support agent on the case provided above, or reply back here

If the customer is encountering an error message, he will want to create a case with Neat customer care so that we may have an opportunity to diagnose the issue and assist The customer may open a customer care support request via the following link:
***/Once the case is created a support agent will contact the customer directly via email for troubleshooting assistanceAdditionally, the customer will want to review our knowledge-base article which provides details regarding supported scanners used in conjunction with Neat 5.7: ***/As of March 1, 2016, Neat announced the retirement of the Neat desktop software platform (Neat vor earlier for ***; Neat or earlier for ***) Customers will still be able to use this 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 versionsExisting Neat customers who wish to utilize new software features, enhancements and document types (invoices, bills, statements, etc) as well as current and future integrations (*** Online, ***, Constant Contact, etc) will need to migrate to the cloud-enabled version of NeatLegacy Neat software users are not required to have a Neat cloud subscription in order to continue using this version of NeatMore information can be found in the following link regarding the retirement of the Neat legacy software: ***

[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,
*** ***

[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: this is a defective product and I do not wish to have their product in my houseIf they are confident of the product being fit for use, then they should take it back for their own use
Regards,
*** ***

*** *** requests a replacement scanner for the one that is not scanning properly.A
Neat representative has completed the case that had been submitted by
*** *** (case# ***)On 9/24/14, a communication had been
submitted to *** *** requesting information required to process
the
replacement scannerOn 9/25/the requested information was provided
via email, and this morning a replacement scanner has been processed and
will be shipping out shortly.Best regards,The Neat Company

Hello ***,
Contact support options are available here: http://www.neat.com/support/contact-support/
Unfortunately from your message it's very difficult to try to determine the issue you are having.
If you are
having an issue syncing to Neat cloud, you can see troubleshooting steps here: http://www.neat.com/support/windows-v5/sync/help/
If you are having trouble using your scanner specifically, you can see steps here: http://www.neat.com/support/windows-v5/scan/help/
If the steps above do not help with your issue, please send us specific information on your issue:
-Your computer's Operating System:
-Version of Neat you have installed:
-Any errors or on screen messages
-Description of issue with scanning
Also, please reply with a copy of your error log: http://www.neat.com/helpcenter/obtaining-error-log-neat/
Neat Support

It appears that case number *** has resolved this matter as the Neat Company is processing a replacement for you.Please let us know if you have any additional concerns

We're sorry to hear of your recent experience At this time we are awaiting return of the scanner after return information was provided on 4/ Your cloud subscription was cancelled at that time as well An automated email be sent once the scanner has been received
Thereafter a refund will be applied within 3-business days to the credit card of billing