Hello ***,We researched your case history to see what issues you have been having.On 4/6/a ticket was opened due to an issue updating the softwareThe support representative sent the direct link to download the updateYou replied that you were still having an issue so the rep sent additional instructions on doing a full uninstall/reinstall of the programNo futher updates were received on this case, so it was marked closedOn 7/14/a ticket was opened because of an issue creating a backupA support rep sent you steps which you reported resolved that issueOn 8/14/a ticket was opened requesting additional time to try out the Neat cloud serviceWe provided an extra month of free Neat cloud service, but that caused some syncing issues with your databaseAfter basic troubleshooting we offered to call you directly to troubleshoot the issueAfter several attempts to reach you, we sent a final email requesting a time to call you back again, but that was never responded to so the ticket was closedWe have responded to all of your requests for support and are willing to help you resolve any current issues you are havingUnfortunately we cannot offer a refund at this time.Neat Support
Hello [redacted] ,You can download a copy of all of your files here: http://files[redacted] The file is about 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 chargesYou can still access your account until 9/5/2015Neat Support
[redacted] states that the NeatDesk is not functioning properly and that the desired outcome is to receive a replacement scannerNeat has a one year warranty and will troubleshoot the NeatDesk, as well as replace it if necessary [redacted] may contact The Neat Company toll-free at ###-###-####, or may reply with a two hour window of time for specific day and a technician will call to assist Best regards, The Neat Company
Hello ***,I did not include case [redacted] because you requested how to register your scanner, which isn't necessarily a technical issue and the scanner is automatically registered when you install the software.As mentioned, for case [redacted] from 4/6/2015 we sent you steps to help you resolve that issue to which we did not receive a reply. For case [redacted] (7/14/2015), you responded that the steps we sent you resolved your issue. And for case [redacted] after troubleshooting through email, we tried calling you but were unable to reach you. We sent a follow up email asking when to contact you but that was not responded to.As far as the call you mentioned on 9/8/15 and the letter that you sent, the final calls and emails for case [redacted] were sent after that as we were trying to reach out to you to help you resolve the issues you were having. Below are the final notes and emails from the calls/emails for case [redacted] . After the email we sent on 9/25/2015 we did not receive any further response.9/25/2015 Hi ***,I am really sorry if I wasn't able to respond on your email today. It's been busy and we are having high volume of calls. Are you still available before 6PM EST? Should you have any questions please send me a reply on this email.Thank you,ZeekThe Neat Company____________________________________________________9/24/2015 Zeek,It’s been absolute madness here with the Pope being in America. We’re handling a very small portion of one of the events, so I apologize for not being able to answer your call right away. I am here tomorrow, and there should be a lighter load. I look forward to hearing from you. Is there any way I can call you directly? Thank you!***____________________________________________________9/23/2015 5:21 pm [redacted] Notes:called cx back. Stl unable to contact cx. left VMS___________________________________________________9/23/2015 12:23 pm [redacted] Notes:Tried to call the customer back. No answer. Left VMS. EOCWe are not denying that you have had some issues with your Neat product, but we have attempted to help you resolve these issues. Unfortunately as we mentioned, we cannot offer a refund, but we are willing to help you to troubleshoot any issues you may be currently having. Neat Support
Our apologies for the continued confusion and difficulties encountered by the customer attempting to install NeatIf the customer is encountering a login message and being prompted to purchase a support plant, then they have attempted to download and install the latest Neat cloud-based software which does require a subscription plant to Neat CloudThe customer may install Neat's legacy software using the following link: http:// [redacted] .exe - this version installs locally and does not require a subscription plan Also, a support representative has responded to the customer's email request and is available to offer assistance as requested
Hello [redacted] , You can download a copy of all of your files here: http://files[redacted] The file is about GB so it could take some time to download depending on your internet speedIn the zip file is all of your folders and the individual files in each of those foldersTo 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 chargesYou can still access your account until 9/5/Neat 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 [redacted] , and find that this resolution is satisfactory to me Thank you for your quick response Regards, [redacted]
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
Hello we are sorry to hear that you are having difficulties with your scanner.Neat scanners come with a year warranty if purchased from an authorized retailer With the information that you have provided we have been unable to locate the purchase of the scanner directly from the Neat Company Additionally, if purchased from an authorized retailer you would have received a PIN for activation of the product which includes year of cloud service and the first days after activation include live technical support Again we are unable to locate a PIN activation with the information that you have provided.One 2/28/you created a case via email [redacted] and a technical support agent responded to your request for assistance on 3/1/ As of 3/7/we have not received a response from you that you are still in need of further assistance If you will reply to the case [redacted] an agent will be able to further assist you and replace the product once we have had a chance to troubleshoot and determine if the product is eligible for replacement Thank You Neat Customer Care
I bought my first Neat product (portable scanner) years ago and I couldn't believe how great it workedSince then I have purchased the Desktop Scanner and subscribed to the cloud service and NeatCare Premium Support, which costs $monthlyI never needed support until today and my question was simple, "How do I find my software version?" Well, its not possible to speak to a person and ask a questionThe only options include email or Live ChatI opted for the Live Chat and assumed it would be a quick and painless experienceWRONG! I have been waiting for my chat person to arrive for MINUTES now! In fact, I am writing this review while waiting in their queueReally??? This is the WORST customer service/support that I have ever encounteredNeat might have great hardware, but their customer service S***! By the wayyour agent finally joined the chat and he was completely uselessHe clearly didn't bother to read my simple question, and after further explaining he still had no clueGet it together!
Customer was in communication and interacted with a Neat supervisor and requested we cancel the Neat cloud subscription associated with the accountNeat has cancelled the account as requested and the customer will no longer be billedWe have provided a refund to the credit card we have on file
Neat considers this complaint resolved as we have provided the customer several options for assistance at no charge and the customer has rejected our offer
The first installment payment of was applied 2/as the scanner had not yet been received A full refund was applied upon receipt of the scanner on 2/11/in the amount of (S&H + 1st installment)Please allow 5-business days for receipt of a refund in the form of a check (following address on file: [redacted] ***, Selma, TX ***)
Extremely bad companyThe whole cloud infrastructure went down and there is nowhere to get support and not even a way to recover dataMonday 9, Several hours with no serviceUnfortunately, there is clear signs the company has degraded from y agoScanner software is poor and even the cloud OCR and filing system is crumblingRecommend immediate termination of business with this company and transfer data to a different provider of cloud based document and receipt management
We do apologize for the inconvenience received in an effort to cancel your cloud subscriptions An update to your account including a telephone number of contact would drastically improve your experience in calling for support Also, for matters involving billing we ask that you log into your account of billing before submitting email correspondence There's also the option of completing a live chat when selection "subscribers to a paid cloud plan" found under support options At this time there is no other cloud subscription associated with the name shared of: ***, [redacted] , nor email: [redacted] In regards to the security of our servers your data remains safe, the Neat Cloud Service resides on a secure, or encrypted websiteTo provide this security, The Neat Cloud Service uses an encryption technology called Secure Socket Layer (SSL) for data transmission of all of your information, including user IDs, passwords and account informationNeat also encrypts the files that you store on Neat Cloud Service using one of the strongest block ciphers available, the 256-bit Advanced Encryption Standard (AES-256), which is the same encryption standard banks use to secure customer data You'll also be able to verify the level of security involved in our website as the web address itself starts with https, showing that any information sent over this page is encrypted, meaning that anyone who potentially tries to view the information you enter will see a lot of randomized garbled text, and will not gain access to your informationThe lock image presented with the address also indicates the page is secure Clicking on this lock will produce the website’s certificate, proof of current security for the page Here is how this information appears after clicking on the lock in [redacted] To insure all matters are fully resolved regarding billing please share the full email address used for a secondary account of billing At this time cancellation has been applied along with a refund request totaling Please allow an average of business days for refund processing
I have been trying to work with Neat for about two years now The idea of the software is great and the integration of the fijitsu Scanners are fair However the customer service for the company is not correctIf you go online and login to your account it is impossible to find the phone number, I had too google it Once you go through the prompts (I counted) you can then "open a case" after explaining to the automated system my issue, I thought it would be triaged to the right department (although not ideal, it was hopeful to speak to a human) Incorrect again, it gives you a case number and assurance that you will be contacted ASAP I have opened three cases before searching for more optionsOn your account summary online, you are directed to various links to costumer support....then to log in againthen to support optionsthen to log in againThe cycle continues Eventually you might find the link for a "live chat" option Incorrect again, it is a chat bot that is not listening but only using scanning keywords and ambiguous replies, (probably using the same software they are charging me)I have been online twice, the first time was a minute chat The first minutes were verifying and delays in response from the chatbot I had to go into a meeting so I had to end the chat and try again I am now online again, with three case numbers, and an email directly to support: It began at 11:AM: Hello, Thank you for contacting Neat Live Chat SupportPlease answer the following questions before we can connect you to an agent It is now 12:PM: Thanks for holdingWe will be with you momentarily (Note that this response has been sent from Neat.com SEVEN times in this session only.) It is rare that I come to this point of frustration with a document heavy, processing service like Neat.com, but they advertise "live" customer support That is true if you have the 2-hours to wait onlineIf anyone has an alternative method to their software, please let me knowThank you
Hello, According to the tracking number it looks like it was just delivered todayPlease let us know if you need any further assistancehttps://wwwapps.***.com/WebTracking/track# Tracking number: [redacted] Neat Support
We are very sorry for the experience you had.In reviewing the account it does appear the agent attempted to provide you with the solution in order to be able to continue use the software I see as of today you have chosen not follow the advice of the agent in order to continue using the Neat Software.We have cancelled your subscription and a refund will be processed Please allow 3-business days for this refund to reflect with your financial institution An email has also been generated with confidential information regarding your refund
We do apologize as we did not properly address the concerns shared during the call on Feb 6th We have been able to confirm the charges applied at the end of Dec where for past due billing (July-Nov 13') You where also billed on 1/6/for the cycle ending beginning on 12/11/ The next charge of billing took place for April's billing cycle on 4/11/ We where unable to collect billing appropriately due to expiration of your credit card An update took place permitting successful request of billing January, February, and March 14' request of unsuccessful billing have been dismissed You subscription has been altered to an annual personal plan as requested
[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: If I go to try and log on to the account it tells me that the account has been locked out and that I need to get a hold customer support which I did . There is no number I can give them, because no one edver got back to me to give me one. I would ask that the business contact me by phone and maybe they can explain to me why they can't find an account, yet they sent an email giving me instructions to verify the account at that address. Regards, [redacted]
Hello ***,We researched your case history to see what issues you have been having.On 4/6/a ticket was opened due to an issue updating the softwareThe support representative sent the direct link to download the updateYou replied that you were still having an issue so the rep sent additional instructions on doing a full uninstall/reinstall of the programNo futher updates were received on this case, so it was marked closedOn 7/14/a ticket was opened because of an issue creating a backupA support rep sent you steps which you reported resolved that issueOn 8/14/a ticket was opened requesting additional time to try out the Neat cloud serviceWe provided an extra month of free Neat cloud service, but that caused some syncing issues with your databaseAfter basic troubleshooting we offered to call you directly to troubleshoot the issueAfter several attempts to reach you, we sent a final email requesting a time to call you back again, but that was never responded to so the ticket was closedWe have responded to all of your requests for support and are willing to help you resolve any current issues you are havingUnfortunately we cannot offer a refund at this time.Neat Support
Hello [redacted] ,You can download a copy of all of your files here: http://files[redacted] The file is about 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 chargesYou can still access your account until 9/5/2015Neat Support
[redacted] states that the NeatDesk is not functioning properly and that the desired outcome is to receive a replacement scannerNeat has a one year warranty and will troubleshoot the NeatDesk, as well as replace it if necessary [redacted] may contact The Neat Company toll-free at ###-###-####, or may reply with a two hour window of time for specific day and a technician will call to assist Best regards, The Neat Company
Hello ***,I did not include case [redacted] because you requested how to register your scanner, which isn't necessarily a technical issue and the scanner is automatically registered when you install the software.As mentioned, for case [redacted] from 4/6/2015 we sent you steps to help you resolve that issue to which we did not receive a reply. For case [redacted] (7/14/2015), you responded that the steps we sent you resolved your issue. And for case [redacted] after troubleshooting through email, we tried calling you but were unable to reach you. We sent a follow up email asking when to contact you but that was not responded to.As far as the call you mentioned on 9/8/15 and the letter that you sent, the final calls and emails for case [redacted] were sent after that as we were trying to reach out to you to help you resolve the issues you were having. Below are the final notes and emails from the calls/emails for case [redacted] . After the email we sent on 9/25/2015 we did not receive any further response.9/25/2015 Hi ***,I am really sorry if I wasn't able to respond on your email today. It's been busy and we are having high volume of calls. Are you still available before 6PM EST? Should you have any questions please send me a reply on this email.Thank you,ZeekThe Neat Company____________________________________________________9/24/2015 Zeek,It’s been absolute madness here with the Pope being in America. We’re handling a very small portion of one of the events, so I apologize for not being able to answer your call right away. I am here tomorrow, and there should be a lighter load. I look forward to hearing from you. Is there any way I can call you directly? Thank you!***____________________________________________________9/23/2015 5:21 pm [redacted] Notes:called cx back. Stl unable to contact cx. left VMS___________________________________________________9/23/2015 12:23 pm [redacted] Notes:Tried to call the customer back. No answer. Left VMS. EOCWe are not denying that you have had some issues with your Neat product, but we have attempted to help you resolve these issues. Unfortunately as we mentioned, we cannot offer a refund, but we are willing to help you to troubleshoot any issues you may be currently having. Neat Support
Our apologies for the continued confusion and difficulties encountered by the customer attempting to install NeatIf the customer is encountering a login message and being prompted to purchase a support plant, then they have attempted to download and install the latest Neat cloud-based software which does require a subscription plant to Neat CloudThe customer may install Neat's legacy software using the following link: http:// [redacted] .exe - this version installs locally and does not require a subscription plan Also, a support representative has responded to the customer's email request and is available to offer assistance as requested
Hello [redacted] , You can download a copy of all of your files here: http://files[redacted] The file is about GB so it could take some time to download depending on your internet speedIn the zip file is all of your folders and the individual files in each of those foldersTo 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 chargesYou can still access your account until 9/5/Neat 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 [redacted] , and find that this resolution is satisfactory to me Thank you for your quick response Regards, [redacted]
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
Hello we are sorry to hear that you are having difficulties with your scanner.Neat scanners come with a year warranty if purchased from an authorized retailer With the information that you have provided we have been unable to locate the purchase of the scanner directly from the Neat Company Additionally, if purchased from an authorized retailer you would have received a PIN for activation of the product which includes year of cloud service and the first days after activation include live technical support Again we are unable to locate a PIN activation with the information that you have provided.One 2/28/you created a case via email [redacted] and a technical support agent responded to your request for assistance on 3/1/ As of 3/7/we have not received a response from you that you are still in need of further assistance If you will reply to the case [redacted] an agent will be able to further assist you and replace the product once we have had a chance to troubleshoot and determine if the product is eligible for replacement Thank You Neat Customer Care
I bought my first Neat product (portable scanner) years ago and I couldn't believe how great it workedSince then I have purchased the Desktop Scanner and subscribed to the cloud service and NeatCare Premium Support, which costs $monthlyI never needed support until today and my question was simple, "How do I find my software version?" Well, its not possible to speak to a person and ask a questionThe only options include email or Live ChatI opted for the Live Chat and assumed it would be a quick and painless experienceWRONG! I have been waiting for my chat person to arrive for MINUTES now! In fact, I am writing this review while waiting in their queueReally??? This is the WORST customer service/support that I have ever encounteredNeat might have great hardware, but their customer service S***! By the wayyour agent finally joined the chat and he was completely uselessHe clearly didn't bother to read my simple question, and after further explaining he still had no clueGet it together!
Customer was in communication and interacted with a Neat supervisor and requested we cancel the Neat cloud subscription associated with the accountNeat has cancelled the account as requested and the customer will no longer be billedWe have provided a refund to the credit card we have on file
Neat considers this complaint resolved as we have provided the customer several options for assistance at no charge and the customer has rejected our offer
The first installment payment of was applied 2/as the scanner had not yet been received A full refund was applied upon receipt of the scanner on 2/11/in the amount of (S&H + 1st installment)Please allow 5-business days for receipt of a refund in the form of a check (following address on file: [redacted] ***, Selma, TX ***)
Extremely bad companyThe whole cloud infrastructure went down and there is nowhere to get support and not even a way to recover dataMonday 9, Several hours with no serviceUnfortunately, there is clear signs the company has degraded from y agoScanner software is poor and even the cloud OCR and filing system is crumblingRecommend immediate termination of business with this company and transfer data to a different provider of cloud based document and receipt management
We do apologize for the inconvenience received in an effort to cancel your cloud subscriptions An update to your account including a telephone number of contact would drastically improve your experience in calling for support Also, for matters involving billing we ask that you log into your account of billing before submitting email correspondence There's also the option of completing a live chat when selection "subscribers to a paid cloud plan" found under support options At this time there is no other cloud subscription associated with the name shared of: ***, [redacted] , nor email: [redacted] In regards to the security of our servers your data remains safe, the Neat Cloud Service resides on a secure, or encrypted websiteTo provide this security, The Neat Cloud Service uses an encryption technology called Secure Socket Layer (SSL) for data transmission of all of your information, including user IDs, passwords and account informationNeat also encrypts the files that you store on Neat Cloud Service using one of the strongest block ciphers available, the 256-bit Advanced Encryption Standard (AES-256), which is the same encryption standard banks use to secure customer data You'll also be able to verify the level of security involved in our website as the web address itself starts with https, showing that any information sent over this page is encrypted, meaning that anyone who potentially tries to view the information you enter will see a lot of randomized garbled text, and will not gain access to your informationThe lock image presented with the address also indicates the page is secure Clicking on this lock will produce the website’s certificate, proof of current security for the page Here is how this information appears after clicking on the lock in [redacted] To insure all matters are fully resolved regarding billing please share the full email address used for a secondary account of billing At this time cancellation has been applied along with a refund request totaling Please allow an average of business days for refund processing
I have been trying to work with Neat for about two years now The idea of the software is great and the integration of the fijitsu Scanners are fair However the customer service for the company is not correctIf you go online and login to your account it is impossible to find the phone number, I had too google it Once you go through the prompts (I counted) you can then "open a case" after explaining to the automated system my issue, I thought it would be triaged to the right department (although not ideal, it was hopeful to speak to a human) Incorrect again, it gives you a case number and assurance that you will be contacted ASAP I have opened three cases before searching for more optionsOn your account summary online, you are directed to various links to costumer support....then to log in againthen to support optionsthen to log in againThe cycle continues Eventually you might find the link for a "live chat" option Incorrect again, it is a chat bot that is not listening but only using scanning keywords and ambiguous replies, (probably using the same software they are charging me)I have been online twice, the first time was a minute chat The first minutes were verifying and delays in response from the chatbot I had to go into a meeting so I had to end the chat and try again I am now online again, with three case numbers, and an email directly to support: It began at 11:AM: Hello, Thank you for contacting Neat Live Chat SupportPlease answer the following questions before we can connect you to an agent It is now 12:PM: Thanks for holdingWe will be with you momentarily (Note that this response has been sent from Neat.com SEVEN times in this session only.) It is rare that I come to this point of frustration with a document heavy, processing service like Neat.com, but they advertise "live" customer support That is true if you have the 2-hours to wait onlineIf anyone has an alternative method to their software, please let me knowThank you
Hello, According to the tracking number it looks like it was just delivered todayPlease let us know if you need any further assistancehttps://wwwapps.***.com/WebTracking/track# Tracking number: [redacted] Neat Support
We are very sorry for the experience you had.In reviewing the account it does appear the agent attempted to provide you with the solution in order to be able to continue use the software I see as of today you have chosen not follow the advice of the agent in order to continue using the Neat Software.We have cancelled your subscription and a refund will be processed Please allow 3-business days for this refund to reflect with your financial institution An email has also been generated with confidential information regarding your refund
We do apologize as we did not properly address the concerns shared during the call on Feb 6th We have been able to confirm the charges applied at the end of Dec where for past due billing (July-Nov 13') You where also billed on 1/6/for the cycle ending beginning on 12/11/ The next charge of billing took place for April's billing cycle on 4/11/ We where unable to collect billing appropriately due to expiration of your credit card An update took place permitting successful request of billing January, February, and March 14' request of unsuccessful billing have been dismissed You subscription has been altered to an annual personal plan as requested
[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: If I go to try and log on to the account it tells me that the account has been locked out and that I need to get a hold customer support which I did . There is no number I can give them, because no one edver got back to me to give me one. I would ask that the business contact me by phone and maybe they can explain to me why they can't find an account, yet they sent an email giving me instructions to verify the account at that address. Regards, [redacted]