[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: [redacted] I am rejecting this response because:I do not know which specific details they are looking for....please let me know.Regards, Melissa M***
[redacted] I am rejecting this response because: I contacted neat by phone to cancel,which was a difficult task so I have no name and apparently will not receive creditIn addition, the rep I spoke to (also don't know their name) said a refund would be processed for at the very least, duplicate billing, which days later had still not been processedI guess we'll see if they ever actually do it Regards, [redacted] ***
[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 as Answered] Complaint: [redacted] I am rejecting this response because: This is literally the same response I've gotten every time I've opened two support tickets and all I get is an email about a community forum to try to search for other customers who've experienced the same product defect As already stated, I've pursued all options to solve this specific problem and they do not work I do not consider this resolved This is just more of the exact same response Regards, [redacted]
Our apologies to the customer for the difficulties experienced related to their Neat productOn 04/05/16, a temporary issue with the Neat software was identified by our development team where customers who had an expired Neat cloud subscription, or were on our Neat cloud trial plan in the past, were being prompted to login to the Neat desktop software in order to access their data On 04/06/16, a messaged was posted on the Neat website within the Help Center main page alerting customers to identified issue: http://www.neat.com/support/ "We have recently resolved the Legacy software issue that required a cloud login in order to access your dataPlease close and reopen Neat and sign in again to get back up and runningWe apologize for any inconvenience this may have caused - Updated: 4/6/1:46am EST." As of 04/07, the issue preventing Neat desktop users from accessing their data was resolved and users experiencing the issue should no longer be prompted to log into the software in order to access their dataIf the customer is still experiencing an issue with accessing the Neat software then we would advise they work with us directly in order for us to troubleshoot and resolveAdditionally, the Neat Company has posted a message on our site alerting customers that we will be ending support of legacy desktop softwareWe have provided additional information for customers who choose not to migrate their data over to the latest version of the Neat software, as well as alternative steps to continue using the Neat desktop software without Neat CloudThe information can be reviewed by visiting the following link: http://www.neat.com/helpcenter/legacy-support/At this time, we would like to provide further assistance to customerThe Neat customer care department does not appear to have any communication (written or call recording) initiated from the customer requesting assistance with the issue reported to the Revdex.comIf the customer is experiencing an issue with the Neat desktop software, has questions regarding the migration process, or would like additional information regarding continued usage of the legacy Neat desktop softwareIt is recommend the customer contact us directly - so that we have an opportunity to provide assistance and clarify any remaining questions To contact Neat customer care, the customer will want to visit the following link to initiate a communication and we will be happy to assist: http://www.neat.com/support/contact-support/
A review of your account includes emailed correspondence within case [redacted] The case is assigned to an agent by the name of Louie who will be reaching out to you today to discuss credit towards the coud service as compensationHowever, please note this is not a scheduled call back as a specific time request has not been provided
[redacted] requests that the scanner be allowed to be returned and the balance of $be forgivenThe replacement scanner was delivered on 6/14/13, eight days after the order was originally placedThe trial date had also been extended to accommodate thisNeatCloud was ordered at the time the scanner was ordered, on 6/6/13, and was confirmed in the original order confirmation email sent on the same dayNeat has a day money back guarantee and a one-year manufacturer's warranty on new scannersIf the scanner had been determined to not be functioning properly, Neat would have replaced the scanner during the manufacturer's warranty periodAt this time, even though the warranty has expired, Neat will still offer technical assistanceOur Technical Support department can be reached at ###-###-####The Neat Company
Complaint [redacted] - I updated the customers profile to reflect On-Boarding for a courtesy period through 3/31/ A solution was achieved on 2/with assistance made by Nicole on our On-Boarding team
A correction has been applied removing all billable services Please allow an average of three business days for refund processing in the amount of to be applied to the [redacted] ending in ***
Hello [redacted] , I apologize for the issues you have been having accessing your Neat programWe do not have a trial version of Neat that would lock you out of the softwareAfter reviewing the information you submitted here and the ticket you submitted online it's not clear where you downloaded the Neat softwareYou can download the Neat for [redacted] software here: http://www.neat.com/helpcenter/download-neat-software/ You can see our installation guide here: [redacted] If you have the latest version of Neat for [redacted] already installed from our website, you can see troubleshooting steps to get Neat back up and running here: [redacted] If the steps there do not help, please respond with more specific information on what is happening when you are trying to open Neat: -any on-screen messages or errors -which version of [redacted] OS you are running -which model scanner you are using -which steps you have tried in the troubleshooting article above If you can provide this information it will help us get you back up and running faster
Our sincerest apologies to the customer for the difficulties which were experienced with Neat customer care while attempting to have their sync issue resolvedAs an organization, we have set expectations with customer care agents that they will assume ownership of customer issues, as well as providing quality service in a timely mannerThe customer case history has been reviewed and we would like to provide the customer with a dedicated support agent to assist with the issue reported to the Revdex.comThe customer will also be able to contact the dedicated agent in the future if there are additional questions or technical issues which might need to be addressedThe customer care agent contacting the customer will be from our Philadelphia, Pennsylvania headquarters.If they customer is amenable to this resolution - we request the customer provide a date, time, telephone number for when they will be available for additional support and the dedicated agent will contact directlyWe are also happy to address any additional concerns which the customer might have
Do not waste your moneyThe scanner might work when you first get it but after a while you will run into problemsAs far as customer service goes-forget it! I have tried on several occasions to contact the customer service department and get no whereThe company claims to be in the USA, but you can never reach anyoneDO NOT WASTE YOUR MONEY.TranslateDesired Resolution / OutcomeDesired Resolution: Contact by the businessContact by the businessselectDesired Outcome: Receive a call from customer support and fix my problems at no charge.Translate
We are sorry to hear of your experience We have had a chance to review your case history and it appears that you contacted Neat Technical Support on March 20, via phone After reviewing the call the agent informed you that the version of the software that came on the CD was no longer supported The agent advised you that we have our latest version of the software which is cloud powered to which you declined the cloud services The agent also informed you via phone and email that you would be able to continue to use the legacy software at no additional cost but that it live technical support was no longer provided At this time you chose to continue using the legacy software During the phone call the agent sent an email with instructions for downloading the software which also included additional information on the [redacted] Unfortunately, we will be unable to honor your request for a refund or return of a product that was purchased in
[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 as Answered] Complaint: [redacted] I am rejecting this response because:This unacceptable and manipulative business practices as a simple online search of the issues I have mentioned will proveI demand a refund these unnecessary online services meant to further bolster profitsI will accept nothing less than a FULL refund of ALL charges Regards, [redacted] ***
[redacted] states that the scanner does not work and that countless hours were spent on the phone with technical support Neat's records indicate that after the replacement scanner was shipped in June of 2013, there was one technical incident on 8/9/13, where [redacted] asked for support in importing/exporting information with QuickBooksIf the scanner had not been working, Neat would have replaced it with a working scannerAs the scanner is outside of the warranty period, a replacement is not currently an option, but our highest level Technical Support is willing to assist [redacted] if we are contacted at ###-###-####, or if a preferred time and best contact phone number are listed for a callback request As over a year has passed since the replacement scanner was shipped, the extent of Neat's support at this time is to assist with the scanner as it is Best regards, The Neat Company
An essential subscription was purchased on 7/31/ Please note days live phone support begins at the following tier of premium Please provide a reply with the requested information within case# [redacted] (updated 8/3/at 10:51AM EST)
The Neat Company does not have the ability to access your computer and lock your files Your first was created on 8/22/In which you indicated that your account was partially set up An agent responded on 8/23/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 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
You may submit a support ticket via the following web address: http://www.neat.com/support/contact-support/ You may select "email us" if you're unable to login with the credentials of your registered account Please describe the details of your experience if you are unable to create a ticket with the web address shared
Hello, It appears before the Revdex.com reported the complaint to us that you were able to get in touch with customer service and cancel your account and a refund for months was processedIt generally takes 5-business days for refunds to show up on your accountPlease let us know if you need any further assistance with this issueNeat Support
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 homeWe have stores on both of those sites where you can purchase Neat productsIf not purchased from an official Neat seller we have no control over how the product was handled or what condition it was sold inWe 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 scannerPlease 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 ***, 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 devicePLEASE DO NOT SEND BACK CORDS or SOFTWARE, and please do not send back your current unit until you have received the replacement deviceNeat Support
[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: [redacted] I am rejecting this response because:I do not know which specific details they are looking for....please let me know.Regards, Melissa M***
[redacted] I am rejecting this response because: I contacted neat by phone to cancel,which was a difficult task so I have no name and apparently will not receive creditIn addition, the rep I spoke to (also don't know their name) said a refund would be processed for at the very least, duplicate billing, which days later had still not been processedI guess we'll see if they ever actually do it Regards, [redacted] ***
[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 as Answered] Complaint: [redacted] I am rejecting this response because: This is literally the same response I've gotten every time I've opened two support tickets and all I get is an email about a community forum to try to search for other customers who've experienced the same product defect As already stated, I've pursued all options to solve this specific problem and they do not work I do not consider this resolved This is just more of the exact same response Regards, [redacted]
Our apologies to the customer for the difficulties experienced related to their Neat productOn 04/05/16, a temporary issue with the Neat software was identified by our development team where customers who had an expired Neat cloud subscription, or were on our Neat cloud trial plan in the past, were being prompted to login to the Neat desktop software in order to access their data On 04/06/16, a messaged was posted on the Neat website within the Help Center main page alerting customers to identified issue: http://www.neat.com/support/ "We have recently resolved the Legacy software issue that required a cloud login in order to access your dataPlease close and reopen Neat and sign in again to get back up and runningWe apologize for any inconvenience this may have caused - Updated: 4/6/1:46am EST." As of 04/07, the issue preventing Neat desktop users from accessing their data was resolved and users experiencing the issue should no longer be prompted to log into the software in order to access their dataIf the customer is still experiencing an issue with accessing the Neat software then we would advise they work with us directly in order for us to troubleshoot and resolveAdditionally, the Neat Company has posted a message on our site alerting customers that we will be ending support of legacy desktop softwareWe have provided additional information for customers who choose not to migrate their data over to the latest version of the Neat software, as well as alternative steps to continue using the Neat desktop software without Neat CloudThe information can be reviewed by visiting the following link: http://www.neat.com/helpcenter/legacy-support/At this time, we would like to provide further assistance to customerThe Neat customer care department does not appear to have any communication (written or call recording) initiated from the customer requesting assistance with the issue reported to the Revdex.comIf the customer is experiencing an issue with the Neat desktop software, has questions regarding the migration process, or would like additional information regarding continued usage of the legacy Neat desktop softwareIt is recommend the customer contact us directly - so that we have an opportunity to provide assistance and clarify any remaining questions To contact Neat customer care, the customer will want to visit the following link to initiate a communication and we will be happy to assist: http://www.neat.com/support/contact-support/
Please see the attachment for confirmation of refund processing in the amount of $
A review of your account includes emailed correspondence within case [redacted] The case is assigned to an agent by the name of Louie who will be reaching out to you today to discuss credit towards the coud service as compensationHowever, please note this is not a scheduled call back as a specific time request has not been provided
[redacted] requests that the scanner be allowed to be returned and the balance of $be forgivenThe replacement scanner was delivered on 6/14/13, eight days after the order was originally placedThe trial date had also been extended to accommodate thisNeatCloud was ordered at the time the scanner was ordered, on 6/6/13, and was confirmed in the original order confirmation email sent on the same dayNeat has a day money back guarantee and a one-year manufacturer's warranty on new scannersIf the scanner had been determined to not be functioning properly, Neat would have replaced the scanner during the manufacturer's warranty periodAt this time, even though the warranty has expired, Neat will still offer technical assistanceOur Technical Support department can be reached at ###-###-####The Neat Company
Complaint [redacted] - I updated the customers profile to reflect On-Boarding for a courtesy period through 3/31/ A solution was achieved on 2/with assistance made by Nicole on our On-Boarding team
A correction has been applied removing all billable services Please allow an average of three business days for refund processing in the amount of to be applied to the [redacted] ending in ***
Hello [redacted] , I apologize for the issues you have been having accessing your Neat programWe do not have a trial version of Neat that would lock you out of the softwareAfter reviewing the information you submitted here and the ticket you submitted online it's not clear where you downloaded the Neat softwareYou can download the Neat for [redacted] software here: http://www.neat.com/helpcenter/download-neat-software/ You can see our installation guide here: [redacted] If you have the latest version of Neat for [redacted] already installed from our website, you can see troubleshooting steps to get Neat back up and running here: [redacted] If the steps there do not help, please respond with more specific information on what is happening when you are trying to open Neat: -any on-screen messages or errors -which version of [redacted] OS you are running -which model scanner you are using -which steps you have tried in the troubleshooting article above If you can provide this information it will help us get you back up and running faster
Our sincerest apologies to the customer for the difficulties which were experienced with Neat customer care while attempting to have their sync issue resolvedAs an organization, we have set expectations with customer care agents that they will assume ownership of customer issues, as well as providing quality service in a timely mannerThe customer case history has been reviewed and we would like to provide the customer with a dedicated support agent to assist with the issue reported to the Revdex.comThe customer will also be able to contact the dedicated agent in the future if there are additional questions or technical issues which might need to be addressedThe customer care agent contacting the customer will be from our Philadelphia, Pennsylvania headquarters.If they customer is amenable to this resolution - we request the customer provide a date, time, telephone number for when they will be available for additional support and the dedicated agent will contact directlyWe are also happy to address any additional concerns which the customer might have
Do not waste your moneyThe scanner might work when you first get it but after a while you will run into problemsAs far as customer service goes-forget it! I have tried on several occasions to contact the customer service department and get no whereThe company claims to be in the USA, but you can never reach anyoneDO NOT WASTE YOUR MONEY.TranslateDesired Resolution / OutcomeDesired Resolution: Contact by the businessContact by the businessselectDesired Outcome: Receive a call from customer support and fix my problems at no charge.Translate
We are sorry to hear of your experience We have had a chance to review your case history and it appears that you contacted Neat Technical Support on March 20, via phone After reviewing the call the agent informed you that the version of the software that came on the CD was no longer supported The agent advised you that we have our latest version of the software which is cloud powered to which you declined the cloud services The agent also informed you via phone and email that you would be able to continue to use the legacy software at no additional cost but that it live technical support was no longer provided At this time you chose to continue using the legacy software During the phone call the agent sent an email with instructions for downloading the software which also included additional information on the [redacted] Unfortunately, we will be unable to honor your request for a refund or return of a product that was purchased in
[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 as Answered] Complaint: [redacted] I am rejecting this response because:This unacceptable and manipulative business practices as a simple online search of the issues I have mentioned will proveI demand a refund these unnecessary online services meant to further bolster profitsI will accept nothing less than a FULL refund of ALL charges Regards, [redacted] ***
[redacted] states that the scanner does not work and that countless hours were spent on the phone with technical support Neat's records indicate that after the replacement scanner was shipped in June of 2013, there was one technical incident on 8/9/13, where [redacted] asked for support in importing/exporting information with QuickBooksIf the scanner had not been working, Neat would have replaced it with a working scannerAs the scanner is outside of the warranty period, a replacement is not currently an option, but our highest level Technical Support is willing to assist [redacted] if we are contacted at ###-###-####, or if a preferred time and best contact phone number are listed for a callback request As over a year has passed since the replacement scanner was shipped, the extent of Neat's support at this time is to assist with the scanner as it is Best regards, The Neat Company
An essential subscription was purchased on 7/31/ Please note days live phone support begins at the following tier of premium Please provide a reply with the requested information within case# [redacted] (updated 8/3/at 10:51AM EST)
The Neat Company does not have the ability to access your computer and lock your files Your first was created on 8/22/In which you indicated that your account was partially set up An agent responded on 8/23/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 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
You may submit a support ticket via the following web address: http://www.neat.com/support/contact-support/ You may select "email us" if you're unable to login with the credentials of your registered account Please describe the details of your experience if you are unable to create a ticket with the web address shared
Hello, It appears before the Revdex.com reported the complaint to us that you were able to get in touch with customer service and cancel your account and a refund for months was processedIt generally takes 5-business days for refunds to show up on your accountPlease let us know if you need any further assistance with this issueNeat Support
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 homeWe have stores on both of those sites where you can purchase Neat productsIf not purchased from an official Neat seller we have no control over how the product was handled or what condition it was sold inWe 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 scannerPlease 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 ***, 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 devicePLEASE DO NOT SEND BACK CORDS or SOFTWARE, and please do not send back your current unit until you have received the replacement deviceNeat Support