[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***
[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 received a generic email from someone claiming to work with the issues and located in the US I responded on Friday afternoon asking for this person to provide their name, direct US phone number and to contact me at 10am on Monday morning (yesterday) There has been NO response.Regards, Rebecca K*** [redacted] ***Rebecca Kanach 9/23/ To: [email protected] review the history and address each of those first pleaseI need your name and direct phone numberWe can schedule a time for Monday morning at AMFrom: [email protected]: Fri, Sep 16:52:-0400Subject: Re: Rotate an imageTo: [email protected] your response ABOVE THIS LINE to replyRebecca KanachSubject: Rotate an image- refere to 518459SEP 23, | 04:52PM EDT Tim Preplied:Good Afternoon,I will be taking over this case for youI am more than happy to answer any questions that you have regarding our productIf you don’t mind I would love a list of questions you have so I can answer them all completely for youI am based in Philadelphia corporate office.Hope to get a reply back soon,Tech SupportThe Neat CompanyRE: Rotate an imageRebecca Kanach 9/23/ To: [email protected] review the history and address each of those first pleaseI need your name and direct phone numberWe can schedule a time for Monday morning at AMFrom: [email protected]: Fri, Sep 16:52:-0400Subject: Re: Rotate an imageTo: [email protected] your response ABOVE THIS LINE to replyRebecca KanachSubject: Rotate an image- refere to 518459SEP 23, | 04:52PM EDT Tim Preplied:Good Afternoon,I will be taking over this case for youI am more than happy to answer any questions that you have regarding our productIf you don’t mind I would love a list of questions you have so I can answer them all completely for youI am based in Philadelphia corporate office.Hope to get a reply back soon,Tech SupportThe Neat CompanyRE: Rotate an imageRebecca Kanach 9/23/ To: [email protected] review the history and address each of those first pleaseI need your name and direct phone numberWe can schedule a time for Monday morning at AMFrom: [email protected]: Fri, Sep 16:52:-0400Subject: Re: Rotate an imageTo: [email protected] your response ABOVE THIS LINE to replyRebecca KanachSubject: Rotate an image- refere to 518459SEP 23, | 04:52PM EDT Tim Preplied:Good Afternoon,I will be taking over this case for youI am more than happy to answer any questions that you have regarding our productIf you don’t mind I would love a list of questions you have so I can answer them all completely for youI am based in Philadelphia corporate office.Hope to get a reply back soon,Tech SupportThe Neat Company
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 account.Please let us know if you need any further assistance with this issue.Neat Support
We do apologize for the delay in processing the return made a few weeks ago A refund request has been applied in the amount of $back to the credit card billed ending in Please let us know if the credit isn't visible on your financial account within the next few business days
Our apologies to the customer for the difficulties accessing the Neat software Our development team has identified an additional issue with the software which is requiring customer to log into Neat to initiate sync Although resolution steps have been posted to our website, we have recently identified there is a subset of customers who are still experiencing issues with the login prompt The issues is currently being investigated by the Neat development department and we will should have a final fix in place shortly Customers who wish not to use the Neat Cloud service with their legacy software will not be forced to purchase a subscription plan in order to use the Neat legacy softwareOnce the issue has a final fix in place, we will be reaching out to customer who require additional assistance to ensure they are able to access their data without purchasing a Neat Cloud service plan As a side note, all items saved locally to the database will be in the same database location as they were previously before the login prompt issue arose - as this issue does not touch the customer database locally or on the Neat Cloud If the customer has any additional questions or needs assistance we will certainly make arrangement to provide support
We apologize for the inconvenience, We have sent to you a copy of the legacy software that came with the purchase of your scanner As previously mentioned this version of the software is unsupported via live technical support and no further releases of the software will be made available
[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 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, [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 Administratively Resolved] Complaint: [redacted] I am rejecting this response because:Please have the business contact me at ***@ [redacted] .com or ###-###-#### so that we are able to coordinate exchanging this scannerEvery time we call tech support we are put on hold for 30-minutes and are unable to get anyone to actually provide information and authorization for an exchange of the scannerWe request that Neat contact us directly so that we can get this taken care of promptly without issue or confusionRegards, [redacted] ***
It appears that on 1/5/2017, there was contact with a Neat Chat Sales Agent, at this time you indicated that your computer had crashed but you still had the database and you were inquiring if you would be able to import the data base The agent did inform you that it was not a guarantee you would be able to import the database This statement was provided due to the circumstances you indicated when you initiated the chat session that your computer had crashed Rather than misleading into the purchase of a plan and that the agent was unable to fully answer your question without obtaining additional technical support related information, the agent indicated that you had reach the sales chat, at which point the chat was disconnected by the customer.On 1/5/a new case was created under case number [redacted] and a response was sent to you on 1/6/requesting additional information to provide further support At this time there has been no response to the agents request.Live telephone technical support is reserved for customers that are on a Neat Cloud subscription however, we will be happy to further assist you via email once we have received a response to the agents email
Two email where sent with prepaid return labels on 2/15/and 2/27/ [redacted] has no recording the of the prepaid return labels submitted for the anticipated return of two scanners We would like to make corrections applied to the charges of billing scheduled to take place of (+tax) over the course of months We are showing one successful charge of billing on 1/9/ However, at this time we’re unable to locate additional payments Our manufactures warranty is provided for the initial months At this time we are looking to provide an exception once we’re able to confirm full payments applied for the original order on 129/along with a return of the non-working scanners
[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 They requested the Full Name and Mailing Address to send the replacementHow soon should I expect to receive the replacement? The mailing address will be as follow: [redacted] ***Houston, TX ***USA 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 Administratively Resolved] Complaint: [redacted] I am rejecting this response because: I still believe that the Neat Company is dodging its responsibility to its members when it comes to technical support I have followed the directions on their latest response to me, and found it the same as I described...misleading and confusing I do not see a willingness on the part of this company to become more user friendly or supportive I invite someone from the Revdex.com to go on the website and judge for yourself if it is user friendly! Regards, [redacted]
The company I work for bought all of the properties we manage Neat Desk scanners about a year and a half agoI believe we bought small receipt scanners and 2-of the large desktop scannersNow after all of that money spent we suddenly are forced to not only pay for a monthly subscription in order to even use our scanners for anything but we also have to pay in order to get any kind of phone supportIf you do their online chat you wait for over half an hour and get no oneThe only other option is to submit a ticket online which I'm sure will not ever be looked at or to MAIL them about whatever problems you may be havingNow we went ahead and paid for one the minimum month subscription because we needed one of us in the office to be able to scan things inWe paid and I even got a receipt showing payment however when I go to login it just tells me that I need to subscribe to a plan in order to get access to my accountWell NeatDesk I have already paid the monthly subscription so where is my service?!!! I am so fed up with thisI can't believe that a company that charges so much for their scanners($100-$450) would suddenly decide to treat all of their customers this wayI would like to get some answers soon but I really don't see that happening
We apologize for any confusion Neat does not require existing customer to subscribe to their cloud based product Previous users are able to continue using what is call our Legacy software version or below for windows or version or below for MAC However, these versions of the software are no longer supported and we are unable to provide live agent assistance for these versionsWith the information you have provided, I am unable to locate any such interaction where you indicate we disconnected youAdditionally, we are also unable to locate any subscription or account in the past with email address that you have provided.If you would like to create a case at [redacted] and provide us with your personal information that the account was created under we will be happy to assist in locating your account to determine if we are able to provide you with the legacy version software download link
We do apologize for the extended wait while attempting the call us to request a return We do our best to automate many processes by allowing the opportunity for you to log into your account via the self-service portal to request a return among many other self-service options Please see the attachment for a prepaid [redacted] return label An email confirmation will be sent when your return is receivedAllow an average of five days for refund processing once your return has been received If you do not receive confirmation of delivery from us within five days of mailing please track the return via ***.com
[redacted] , We apologize for the difficulties you have had in getting your Neat platform up and running One of our senior technicians will be reaching out to you directly to see if we can resolve these issues for you Unfortunately, since this was purchased at a retailer, a return would need to be pursued directly with that retailer under their return conditionsKindest Regards, 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: You provided me with the cloud based software which is NOT what I wanted or asked for I need the software that was purchased originally that I can just save the files to my computer This was what you sent me: You can install the Cloud-Powered software using the following link: [redacted] [redacted] *** [redacted] Regards, [redacted]
Hello, Your Neat cloud account has been canceled and you will not receive any further chargesTo authorize a refund we need one of two options completed: Log in at www.neat.com/myaccount and update your account with your new debit card information and we can process a refund directly to your card (even though the new card info was updated on the back-end we do not have direct access to that info), or verify your shipping address and once a refund is processed we can mail you a check Once we have that information, I can submit a request to our financial department to determine the amount of refund we can processNeat 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] I would like the replacement scanner sent to me and am happy to return the defective oneAlso, the attempted online chat with [redacted] is my business partner, not myselfHe rejected the attempt to resolve the issue because he was not having that issue, rather it was myselfYou did not reach out to the correct person.The option of only having online chats for a helpdesk is poor customer serviceThere should be an option to call and talk to someone Regards, [redacted]
Our records indicate the customer purchase the support plan which does not include live phone support: Neat Essential Monthly ( [redacted] see attachment).The Essential monthly plan does not include live support with a phone agent, but includes live chat for the first days and email 24/7:http://shop.neat.com/products/software-plans-comparison/http://www.neat.com...⇄ a customer would like live phone agent assisted support, they will need to purchase either a Premium or Business plan:http://shop.neat.com/products/software-plans-comparison/http://www.neat.com...⇄ reviewing the customer case history with us, the customer provided a case number which was not related to his issue and referenced another customer - the typo referring to the erroneous case with us caused a delay in responding to the customer inquiry*see screenshotCASE # [redacted] - Not [redacted] (different customer)CASE # [redacted] - [redacted] ***As a courtesy we have requested the agent the customer was previously working with reach out and offer assistance to question presented here in the Revdex.com complaint
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***
[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 received a generic email from someone claiming to work with the issues and located in the US I responded on Friday afternoon asking for this person to provide their name, direct US phone number and to contact me at 10am on Monday morning (yesterday) There has been NO response.Regards, Rebecca K*** [redacted] ***Rebecca Kanach 9/23/ To: [email protected] review the history and address each of those first pleaseI need your name and direct phone numberWe can schedule a time for Monday morning at AMFrom: [email protected]: Fri, Sep 16:52:-0400Subject: Re: Rotate an imageTo: [email protected] your response ABOVE THIS LINE to replyRebecca KanachSubject: Rotate an image- refere to 518459SEP 23, | 04:52PM EDT Tim Preplied:Good Afternoon,I will be taking over this case for youI am more than happy to answer any questions that you have regarding our productIf you don’t mind I would love a list of questions you have so I can answer them all completely for youI am based in Philadelphia corporate office.Hope to get a reply back soon,Tech SupportThe Neat CompanyRE: Rotate an imageRebecca Kanach 9/23/ To: [email protected] review the history and address each of those first pleaseI need your name and direct phone numberWe can schedule a time for Monday morning at AMFrom: [email protected]: Fri, Sep 16:52:-0400Subject: Re: Rotate an imageTo: [email protected] your response ABOVE THIS LINE to replyRebecca KanachSubject: Rotate an image- refere to 518459SEP 23, | 04:52PM EDT Tim Preplied:Good Afternoon,I will be taking over this case for youI am more than happy to answer any questions that you have regarding our productIf you don’t mind I would love a list of questions you have so I can answer them all completely for youI am based in Philadelphia corporate office.Hope to get a reply back soon,Tech SupportThe Neat CompanyRE: Rotate an imageRebecca Kanach 9/23/ To: [email protected] review the history and address each of those first pleaseI need your name and direct phone numberWe can schedule a time for Monday morning at AMFrom: [email protected]: Fri, Sep 16:52:-0400Subject: Re: Rotate an imageTo: [email protected] your response ABOVE THIS LINE to replyRebecca KanachSubject: Rotate an image- refere to 518459SEP 23, | 04:52PM EDT Tim Preplied:Good Afternoon,I will be taking over this case for youI am more than happy to answer any questions that you have regarding our productIf you don’t mind I would love a list of questions you have so I can answer them all completely for youI am based in Philadelphia corporate office.Hope to get a reply back soon,Tech SupportThe Neat Company
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 account.Please let us know if you need any further assistance with this issue.Neat Support
We do apologize for the delay in processing the return made a few weeks ago A refund request has been applied in the amount of $back to the credit card billed ending in Please let us know if the credit isn't visible on your financial account within the next few business days
Our apologies to the customer for the difficulties accessing the Neat software Our development team has identified an additional issue with the software which is requiring customer to log into Neat to initiate sync Although resolution steps have been posted to our website, we have recently identified there is a subset of customers who are still experiencing issues with the login prompt The issues is currently being investigated by the Neat development department and we will should have a final fix in place shortly Customers who wish not to use the Neat Cloud service with their legacy software will not be forced to purchase a subscription plan in order to use the Neat legacy softwareOnce the issue has a final fix in place, we will be reaching out to customer who require additional assistance to ensure they are able to access their data without purchasing a Neat Cloud service plan As a side note, all items saved locally to the database will be in the same database location as they were previously before the login prompt issue arose - as this issue does not touch the customer database locally or on the Neat Cloud If the customer has any additional questions or needs assistance we will certainly make arrangement to provide support
We apologize for the inconvenience, We have sent to you a copy of the legacy software that came with the purchase of your scanner As previously mentioned this version of the software is unsupported via live technical support and no further releases of the software will be made available
[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 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, [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 Administratively Resolved] Complaint: [redacted] I am rejecting this response because:Please have the business contact me at ***@ [redacted] .com or ###-###-#### so that we are able to coordinate exchanging this scannerEvery time we call tech support we are put on hold for 30-minutes and are unable to get anyone to actually provide information and authorization for an exchange of the scannerWe request that Neat contact us directly so that we can get this taken care of promptly without issue or confusionRegards, [redacted] ***
It appears that on 1/5/2017, there was contact with a Neat Chat Sales Agent, at this time you indicated that your computer had crashed but you still had the database and you were inquiring if you would be able to import the data base The agent did inform you that it was not a guarantee you would be able to import the database This statement was provided due to the circumstances you indicated when you initiated the chat session that your computer had crashed Rather than misleading into the purchase of a plan and that the agent was unable to fully answer your question without obtaining additional technical support related information, the agent indicated that you had reach the sales chat, at which point the chat was disconnected by the customer.On 1/5/a new case was created under case number [redacted] and a response was sent to you on 1/6/requesting additional information to provide further support At this time there has been no response to the agents request.Live telephone technical support is reserved for customers that are on a Neat Cloud subscription however, we will be happy to further assist you via email once we have received a response to the agents email
Two email where sent with prepaid return labels on 2/15/and 2/27/ [redacted] has no recording the of the prepaid return labels submitted for the anticipated return of two scanners We would like to make corrections applied to the charges of billing scheduled to take place of (+tax) over the course of months We are showing one successful charge of billing on 1/9/ However, at this time we’re unable to locate additional payments Our manufactures warranty is provided for the initial months At this time we are looking to provide an exception once we’re able to confirm full payments applied for the original order on 129/along with a return of the non-working scanners
[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 They requested the Full Name and Mailing Address to send the replacementHow soon should I expect to receive the replacement? The mailing address will be as follow: [redacted] ***Houston, TX ***USA 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 Administratively Resolved] Complaint: [redacted] I am rejecting this response because: I still believe that the Neat Company is dodging its responsibility to its members when it comes to technical support I have followed the directions on their latest response to me, and found it the same as I described...misleading and confusing I do not see a willingness on the part of this company to become more user friendly or supportive I invite someone from the Revdex.com to go on the website and judge for yourself if it is user friendly! Regards, [redacted]
The company I work for bought all of the properties we manage Neat Desk scanners about a year and a half agoI believe we bought small receipt scanners and 2-of the large desktop scannersNow after all of that money spent we suddenly are forced to not only pay for a monthly subscription in order to even use our scanners for anything but we also have to pay in order to get any kind of phone supportIf you do their online chat you wait for over half an hour and get no oneThe only other option is to submit a ticket online which I'm sure will not ever be looked at or to MAIL them about whatever problems you may be havingNow we went ahead and paid for one the minimum month subscription because we needed one of us in the office to be able to scan things inWe paid and I even got a receipt showing payment however when I go to login it just tells me that I need to subscribe to a plan in order to get access to my accountWell NeatDesk I have already paid the monthly subscription so where is my service?!!! I am so fed up with thisI can't believe that a company that charges so much for their scanners($100-$450) would suddenly decide to treat all of their customers this wayI would like to get some answers soon but I really don't see that happening
We apologize for any confusion Neat does not require existing customer to subscribe to their cloud based product Previous users are able to continue using what is call our Legacy software version or below for windows or version or below for MAC However, these versions of the software are no longer supported and we are unable to provide live agent assistance for these versionsWith the information you have provided, I am unable to locate any such interaction where you indicate we disconnected youAdditionally, we are also unable to locate any subscription or account in the past with email address that you have provided.If you would like to create a case at [redacted] and provide us with your personal information that the account was created under we will be happy to assist in locating your account to determine if we are able to provide you with the legacy version software download link
We do apologize for the extended wait while attempting the call us to request a return We do our best to automate many processes by allowing the opportunity for you to log into your account via the self-service portal to request a return among many other self-service options Please see the attachment for a prepaid [redacted] return label An email confirmation will be sent when your return is receivedAllow an average of five days for refund processing once your return has been received If you do not receive confirmation of delivery from us within five days of mailing please track the return via ***.com
[redacted] , We apologize for the difficulties you have had in getting your Neat platform up and running One of our senior technicians will be reaching out to you directly to see if we can resolve these issues for you Unfortunately, since this was purchased at a retailer, a return would need to be pursued directly with that retailer under their return conditionsKindest Regards, 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: You provided me with the cloud based software which is NOT what I wanted or asked for I need the software that was purchased originally that I can just save the files to my computer This was what you sent me: You can install the Cloud-Powered software using the following link: [redacted] [redacted] *** [redacted] Regards, [redacted]
Hello, Your Neat cloud account has been canceled and you will not receive any further chargesTo authorize a refund we need one of two options completed: Log in at www.neat.com/myaccount and update your account with your new debit card information and we can process a refund directly to your card (even though the new card info was updated on the back-end we do not have direct access to that info), or verify your shipping address and once a refund is processed we can mail you a check Once we have that information, I can submit a request to our financial department to determine the amount of refund we can processNeat 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] I would like the replacement scanner sent to me and am happy to return the defective oneAlso, the attempted online chat with [redacted] is my business partner, not myselfHe rejected the attempt to resolve the issue because he was not having that issue, rather it was myselfYou did not reach out to the correct person.The option of only having online chats for a helpdesk is poor customer serviceThere should be an option to call and talk to someone Regards, [redacted]
Our records indicate the customer purchase the support plan which does not include live phone support: Neat Essential Monthly ( [redacted] see attachment).The Essential monthly plan does not include live support with a phone agent, but includes live chat for the first days and email 24/7:http://shop.neat.com/products/software-plans-comparison/http://www.neat.com...⇄ a customer would like live phone agent assisted support, they will need to purchase either a Premium or Business plan:http://shop.neat.com/products/software-plans-comparison/http://www.neat.com...⇄ reviewing the customer case history with us, the customer provided a case number which was not related to his issue and referenced another customer - the typo referring to the erroneous case with us caused a delay in responding to the customer inquiry*see screenshotCASE # [redacted] - Not [redacted] (different customer)CASE # [redacted] - [redacted] ***As a courtesy we have requested the agent the customer was previously working with reach out and offer assistance to question presented here in the Revdex.com complaint