We would like to extend our apologies to the customer for the ongoing billing which has occurredWe have refunded the customer in the amount of $on [redacted] - the customer should expect to see the refund applied to the original card we have on file within - days
Our apologies for any misunderstanding We would like to follow up on actions made from the call that took place on 3/ Please share the name of the supervisor spoken to at that time, or a case number given during this call Your request of return for the original scanner has been approved Please provide us with an updated expiration date to your [redacted] ending in [redacted] as your account reflects an expired date of 1/ A refund will take place within business days of receipt of the scanner if an updated has been made for the credit card usedIn the event an updated expiration date has not been received a check will be sent to the address of: [redacted] *** Louisville CO *** Allow 14-days for refund processing if applied in the form of a check Please note a refund will not be made until we have received the original scanner See the attachment for pre-paid [redacted] shipping label
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 do apologize for the extended hold experienced on 3/ The initial call was recorded at that time confirming a wait beyond minutes for an account specialist Unfortunately we where unavailable At this time a return request has been applied for the initial purchase made online Please see the attachment for a prepaid [redacted] shipping label Please allow 3-business days for refund processing in the amount of back to your [redacted] ending in *** I've left a voice mail at 1:(EST) providing my direct contact information as well In compliance with Revdex.com policy all written correspondence must be made through the complaint filed For this reason we asked that you no longer communicate through any of the cases created Please let me know if there is a request to return the second purchase made of [redacted] There is also the cloud subscription included in [redacted] Please let me know if further actions are needed
** [redacted] states that there were multiple requests to cancel the NeatCloud service, and that charges for this service continued to occurWhen ** [redacted] contacted The Neat Company on 4/1/via email to have NeatCloud cancelled, Neat intended to cancel NeatCloud and a refund was set up in the amount of one of the monthly paymentsIn error, NeatCloud had not been cancelled at that time, and ** [redacted] was charged again on 4/25/14, as the NeatCloud service had not been properly cancelledTo confirm, NeatCloud has been cancelled on 4/29/14, and will not be billed furtherThe Neat Company will honor the request of a refund for a total of three payments of $One refund was initiated on 4/30/14, and the other two refunds were initiated today, 5/5/All three payments will post to ***'s account within seven business days.Please let us know if there are further questions or concerns.The Neat Company
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 NeatHere 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 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
Hello [redacted] ,Please note, the return label is not in the boxYou should have received an email with a copy of the return label that you can print and attach to the boxI have resent the original label as well as a 2nd label for the broken replacement you receivedThe emails will be from ***, and not the Neat Company-- please check your junk mail if you don't see it in your inboxYou can print out each, attach them to the boxes and drop them off at a [redacted] location.We have also processed the replacement order for your scannerWe are shipping you out a New Merlot Scanner replacement.The sales order number for this replacement is as follows: [redacted] Please note, you will receive an additional email with your [redacted] tracking number once that is available.Neat Support
[redacted] , As stated previously, the maximum refund we can offer is monthsAt this point we have no other recourse to resolve this matter through the Revdex.com and consider it closedNeat Support
A solution was understood to have been provided to [redacted] on 9/25/ [redacted] *** provided a response via written correspondence confirming success to the problem at hand We are more than willing to readdress the matter at hand Please provide a preferred date/time (between 9-Mon-Fri EST) and contact phone number for follow up to be provided by our tech support team
Hello [redacted] , When you receive a new credit card for an existing account and you have billing setup previously under the original card, the credit card companies can give out the new account number to ensure billing continues to prevent interruption of serviceThis is not illegal or fradulent, but common practiceWe had not recieved a request to cancel your plan, so we requested updated account information from your financial instutution to ensure that your service remained activeThis is an automated system that occurs in the backend of the billing system and we do not have direct access to this account informationYou previoulsy talked to Rich, our collections Supervisor who gave you the option of a month refundIn order to do this though, you have to remove the dispute you filed with your financial instution to free up these chargesOnce those disputes have been removed we can process a month refund Neat Support
Please see the following link regarding our Legacy software: [redacted] Here's a link to download our Legacy platform to your new computer: http://www.neat.com/support/download-neat-software/ Please note you will be required to enter the user ID and password originally created
***,At this point, there is nothing further we can do on our endWe cannot refund a charge that is in the dispute processYou can let the disputed charges with your bank go through their processing and they may refund the charges for you.Neat 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 as Answered] Complaint: [redacted] I am rejecting this response because:I continue to go to activate.neat.com and there is NO OPTION to enter a pin There are only two options on the page, new customers or existing customers This is how my account got locked in the first place.I have had a local neat database for 4+ yearsI recently moved to cloud I can no longer access any of my history This has nothing to do with my personal computer.I have bought scanners in the past years and expect that they should be supported as stated in the purchasing paperwork.I still have a new scanner, new pin and no way to access my information Regards, [redacted] ***
From: [redacted] < [redacted] @ [redacted] .net>Date: Wed, Dec 23, at 3:PMSubject: Complaint [redacted] updateTo: [email protected], Please note that the business contacted me an hour after posting my complaint, which is also an hour past my scheduled support window from 9:- Noon I expressed my disappointment and frustration, but fortunately the technician was able to solve my problem with the softwareI agree for you to close this complaint at this point, but I hope that it will remain a permanent recordThank you [redacted]
[redacted] ,I apologize for the difficulty you have had with your Neat software Since the purchase was made in 2014, your product is outside of our standard one (1) year limited warranty and therefore, live agent support is no longer available without purchasing a support plan Our newest versions of the software are cloud-enabled and a Neat cloud account is required in order to use the Neat system However, our legacy software, while offering a cloud option, is not required to subscribe to a cloud a plan and you can continue to use the software as long as you would like to Please note that Neat has never officially supported storing your database/cabinet in an external/network drive and always recommends a copy local to your PC (see http://www.neat.com/helpcenter/supported-database-locations/ for details)As a side note, if you no longer want to use Neat but would like to have all of your documents downloaded as PDFs, you can do this manually by downloading each document to a folder of your choice Or, you can install the newest Neat software version (cloud account required), syncronize your data, cancel your cloud account, and all of your documents will be downloaded to a folder on your PC in PDF format Please note that the only thing you will lose with only having PDFs vsthe documents in Neat, is all of your metadata (e.gparsed data about each document) will be lostYou can download the Neat Cloud Powered Software (For Essential, Premium, or Business Plan Users) here: http://www.neat.com/helpcenter/download-neat-software/For your difficulties, I am willing to offer a one (1) year free subscription to our Premium plan at no charge In addition, I can have a technician available to assist you with this setup/transition.Kindest Regards,Jeff G***VP, Customer OperationsThe Neat Company
The NeatCloud is a subscription service which offers many benefits such as unlimited storage, access to the Neat mobile application, and the ability to export your Neat data to a select group of supported accounting software platformsThe Neat Cloud-Powered Software requires an active NeatCloud subscription to log in and use.Legacy versions of Neat are available to use at no chargePlease keep in mind, legacy versions of Neat are no longer supported, and you will not be able to receive technical support for these software versionsYou can find more information about legacy versions of Neat here ( [redacted] ) 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 Mac, or Your Name>About on Neat's Smart Organization System):Operating System Version (PC - Right Click My Computer or Computer and choose Properties, Mac Go to Apple Menu and choose About This Mac):Specific error message text of any on-screen messages:Scanner Model Number (M/N on the bottom of the unit):Scanner Also, if possible, please send a screen-shot of the error message you are receivingIf 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:Press Ctrl + PrintScrn (button next to Fon a Windows keyboard)Open up MS Paint (Under StartAccessories)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 Mac:Press Command + Shift + Find the screenshot as a .png file on your desktopAttach the image file as response to this email Once I have the information requested I will then be able to assist further
There is no monthly fee requirement Depending of the version of the software you are using it may or may not require a cloud subscription Versions or below for Windows of and below for [redacted] (The icon on the desktop is white with orange triangles, does not require a cloud subscription) However, these versions of the software have become what is referred to as our Legacy Software and is no unsupported We have not removed the use from customers on these versions.Customers using our Cloud Powered Software would need a cloud subscription.However, the scanner can still be used to scan to a PDF or other service if the software supports [redacted] compliant scanners.I am unable to locate any direct purchases from Neat that would be eligible for a refund If you have purchased within the past days and would like further assistance with a refund within Neat's return policy listed http://www.neat.com/policies/terms-and-conditions/, you can contact one of our agents by visiting neat.com/support.If you have made a purchase of a Neat product from a third party retailer, you would need to return the item to that retailer under their return policy
A refund has been applied for the account under: ***@ [redacted] .com The date of reocurring billing has been adjusted for your account associated with: [redacted] @***.com Please feel free to review all case notes and confirm billing adjustment via our self service portal found at neat.com/myaccount
We would like to extend our apologies to the customer for the ongoing billing which has occurredWe have refunded the customer in the amount of $on [redacted] - the customer should expect to see the refund applied to the original card we have on file within - days
Our apologies for any misunderstanding We would like to follow up on actions made from the call that took place on 3/ Please share the name of the supervisor spoken to at that time, or a case number given during this call Your request of return for the original scanner has been approved Please provide us with an updated expiration date to your [redacted] ending in [redacted] as your account reflects an expired date of 1/ A refund will take place within business days of receipt of the scanner if an updated has been made for the credit card usedIn the event an updated expiration date has not been received a check will be sent to the address of: [redacted] *** Louisville CO *** Allow 14-days for refund processing if applied in the form of a check Please note a refund will not be made until we have received the original scanner See the attachment for pre-paid [redacted] shipping label
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 do apologize for the extended hold experienced on 3/ The initial call was recorded at that time confirming a wait beyond minutes for an account specialist Unfortunately we where unavailable At this time a return request has been applied for the initial purchase made online Please see the attachment for a prepaid [redacted] shipping label Please allow 3-business days for refund processing in the amount of back to your [redacted] ending in *** I've left a voice mail at 1:(EST) providing my direct contact information as well In compliance with Revdex.com policy all written correspondence must be made through the complaint filed For this reason we asked that you no longer communicate through any of the cases created Please let me know if there is a request to return the second purchase made of [redacted] There is also the cloud subscription included in [redacted] Please let me know if further actions are needed
** [redacted] states that there were multiple requests to cancel the NeatCloud service, and that charges for this service continued to occurWhen ** [redacted] contacted The Neat Company on 4/1/via email to have NeatCloud cancelled, Neat intended to cancel NeatCloud and a refund was set up in the amount of one of the monthly paymentsIn error, NeatCloud had not been cancelled at that time, and ** [redacted] was charged again on 4/25/14, as the NeatCloud service had not been properly cancelledTo confirm, NeatCloud has been cancelled on 4/29/14, and will not be billed furtherThe Neat Company will honor the request of a refund for a total of three payments of $One refund was initiated on 4/30/14, and the other two refunds were initiated today, 5/5/All three payments will post to ***'s account within seven business days.Please let us know if there are further questions or concerns.The Neat Company
Per our live call a remote session has been successfully initiated for assistance Please confirm tech support has resolved your concern
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 NeatHere 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 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
Hello [redacted] ,Please note, the return label is not in the boxYou should have received an email with a copy of the return label that you can print and attach to the boxI have resent the original label as well as a 2nd label for the broken replacement you receivedThe emails will be from ***, and not the Neat Company-- please check your junk mail if you don't see it in your inboxYou can print out each, attach them to the boxes and drop them off at a [redacted] location.We have also processed the replacement order for your scannerWe are shipping you out a New Merlot Scanner replacement.The sales order number for this replacement is as follows: [redacted] Please note, you will receive an additional email with your [redacted] tracking number once that is available.Neat Support
[redacted] , As stated previously, the maximum refund we can offer is monthsAt this point we have no other recourse to resolve this matter through the Revdex.com and consider it closedNeat Support
A solution was understood to have been provided to [redacted] on 9/25/ [redacted] *** provided a response via written correspondence confirming success to the problem at hand We are more than willing to readdress the matter at hand Please provide a preferred date/time (between 9-Mon-Fri EST) and contact phone number for follow up to be provided by our tech support team
Hello [redacted] , When you receive a new credit card for an existing account and you have billing setup previously under the original card, the credit card companies can give out the new account number to ensure billing continues to prevent interruption of serviceThis is not illegal or fradulent, but common practiceWe had not recieved a request to cancel your plan, so we requested updated account information from your financial instutution to ensure that your service remained activeThis is an automated system that occurs in the backend of the billing system and we do not have direct access to this account informationYou previoulsy talked to Rich, our collections Supervisor who gave you the option of a month refundIn order to do this though, you have to remove the dispute you filed with your financial instution to free up these chargesOnce those disputes have been removed we can process a month refund Neat Support
I will continue working with them as they have send me information on what to do next, so I will see if this gets resolved Regards, [redacted]
Please see the following link regarding our Legacy software: [redacted] Here's a link to download our Legacy platform to your new computer: http://www.neat.com/support/download-neat-software/ Please note you will be required to enter the user ID and password originally created
***,At this point, there is nothing further we can do on our endWe cannot refund a charge that is in the dispute processYou can let the disputed charges with your bank go through their processing and they may refund the charges for you.Neat 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 as Answered] Complaint: [redacted] I am rejecting this response because:I continue to go to activate.neat.com and there is NO OPTION to enter a pin There are only two options on the page, new customers or existing customers This is how my account got locked in the first place.I have had a local neat database for 4+ yearsI recently moved to cloud I can no longer access any of my history This has nothing to do with my personal computer.I have bought scanners in the past years and expect that they should be supported as stated in the purchasing paperwork.I still have a new scanner, new pin and no way to access my information Regards, [redacted] ***
From: [redacted] < [redacted] @ [redacted] .net>Date: Wed, Dec 23, at 3:PMSubject: Complaint [redacted] updateTo: [email protected], Please note that the business contacted me an hour after posting my complaint, which is also an hour past my scheduled support window from 9:- Noon I expressed my disappointment and frustration, but fortunately the technician was able to solve my problem with the softwareI agree for you to close this complaint at this point, but I hope that it will remain a permanent recordThank you [redacted]
[redacted] ,I apologize for the difficulty you have had with your Neat software Since the purchase was made in 2014, your product is outside of our standard one (1) year limited warranty and therefore, live agent support is no longer available without purchasing a support plan Our newest versions of the software are cloud-enabled and a Neat cloud account is required in order to use the Neat system However, our legacy software, while offering a cloud option, is not required to subscribe to a cloud a plan and you can continue to use the software as long as you would like to Please note that Neat has never officially supported storing your database/cabinet in an external/network drive and always recommends a copy local to your PC (see http://www.neat.com/helpcenter/supported-database-locations/ for details)As a side note, if you no longer want to use Neat but would like to have all of your documents downloaded as PDFs, you can do this manually by downloading each document to a folder of your choice Or, you can install the newest Neat software version (cloud account required), syncronize your data, cancel your cloud account, and all of your documents will be downloaded to a folder on your PC in PDF format Please note that the only thing you will lose with only having PDFs vsthe documents in Neat, is all of your metadata (e.gparsed data about each document) will be lostYou can download the Neat Cloud Powered Software (For Essential, Premium, or Business Plan Users) here: http://www.neat.com/helpcenter/download-neat-software/For your difficulties, I am willing to offer a one (1) year free subscription to our Premium plan at no charge In addition, I can have a technician available to assist you with this setup/transition.Kindest Regards,Jeff G***VP, Customer OperationsThe Neat Company
The NeatCloud is a subscription service which offers many benefits such as unlimited storage, access to the Neat mobile application, and the ability to export your Neat data to a select group of supported accounting software platformsThe Neat Cloud-Powered Software requires an active NeatCloud subscription to log in and use.Legacy versions of Neat are available to use at no chargePlease keep in mind, legacy versions of Neat are no longer supported, and you will not be able to receive technical support for these software versionsYou can find more information about legacy versions of Neat here ( [redacted] ) 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 Mac, or Your Name>About on Neat's Smart Organization System):Operating System Version (PC - Right Click My Computer or Computer and choose Properties, Mac Go to Apple Menu and choose About This Mac):Specific error message text of any on-screen messages:Scanner Model Number (M/N on the bottom of the unit):Scanner Also, if possible, please send a screen-shot of the error message you are receivingIf 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:Press Ctrl + PrintScrn (button next to Fon a Windows keyboard)Open up MS Paint (Under StartAccessories)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 Mac:Press Command + Shift + Find the screenshot as a .png file on your desktopAttach the image file as response to this email Once I have the information requested I will then be able to assist further
There is no monthly fee requirement Depending of the version of the software you are using it may or may not require a cloud subscription Versions or below for Windows of and below for [redacted] (The icon on the desktop is white with orange triangles, does not require a cloud subscription) However, these versions of the software have become what is referred to as our Legacy Software and is no unsupported We have not removed the use from customers on these versions.Customers using our Cloud Powered Software would need a cloud subscription.However, the scanner can still be used to scan to a PDF or other service if the software supports [redacted] compliant scanners.I am unable to locate any direct purchases from Neat that would be eligible for a refund If you have purchased within the past days and would like further assistance with a refund within Neat's return policy listed http://www.neat.com/policies/terms-and-conditions/, you can contact one of our agents by visiting neat.com/support.If you have made a purchase of a Neat product from a third party retailer, you would need to return the item to that retailer under their return policy
A refund has been applied for the account under: ***@ [redacted] .com The date of reocurring billing has been adjusted for your account associated with: [redacted] @***.com Please feel free to review all case notes and confirm billing adjustment via our self service portal found at neat.com/myaccount