[redacted] ,I apologize for the difficulties you encountered in obtaining service from my team I believe your issue was resolved with one of my senior technicians, Lee, on February 10, under case # [redacted] .Lee also provided you with his direct contact information should you need to contact us in the future Please let me know if we did not resolve this issue completely.Regards,Jeff G***VP, Customer Operations
Your request of cancellation of your cloud subscription has been applied We do apologize for any confusion, or problems, in contacting us directly An automated email (see the attachment) was generated when the order took place from Neat.com on 12/11/ An error occurred on our end preventing the initial reoccurring charge from taking place However, the order was successfully billed on 12/11/for the annual renewal Please allow up to business days for the credit of to reflect on your financial statement linked to your [redacted] card ending 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 Administratively Resolved] Complaint: [redacted] I am rejecting this response; although I have resolved the specific issue to my satisfaction as I now have access to my files -- although none of the data I have entered about them -- I remain dissatisfied with the customer service and support provided by the company.In short, I find a hour customer service wait time by both phone and online chat, as well as customer service specialists who are unable or unwilling to escalate concerns unacceptable I should not have to file a complaint with the Revdex.com in order to have my specific problem addressed As a customer who is paying a premium for Neat's service (both the hardware and subscription) I should have access to people who can resolve my specific concerns promptly and not respond re-actively only when I file a complaint.I will be cancelling my subscription with this company and will not be doing business with them in the future.Thank you for your assistance in resolving this matter I amSincerely yours, [redacted]
Our apologies to the customer for the difficulties experienced attempting to use the Neat softwareA subscription fee is not required for the customer to continue using the Neat legacy desktop softwareWe have resolved a known issue in the Neat Legacy software that required customers to login in order to access their data The customer can learn more by reviewing information in the following link as we have provided recommended steps for the customer to take in order to resolve the login prompt: http:// [redacted] /If the customer requires additional assistance they may contact Neat customer care via the provided link: http:// [redacted] /
A recent recent request has been received 2/16/At that time an agent provided contact information for an account specialist to assistWe apologize as there is not other record on file At this time cancellation has been applied There will be no further request to update the account
An email confirmation of cancellation was generated after proper cancellation was applied to your subscription of billing on 4/27/ We have resent this email confirmation today 5/13/
We where unable to honor the offer of cloud service at made available as a limited offer made available from 1/24-1/ We do apologize as you did send verification of the offer as requested However, the offer did not apply to prior purchases The cancellation request received on 2/was honored with a refund has been applied to your credit card ending in [redacted] in the amount of $ At this time we are able to apply an additional months towards a new annual order This would allow the next reoccurring payment to take place in months vs Please reply back to this email via the Revdex.com with a new SO created online for an adjustment to be applied
[redacted] ,I apologize for the ***-related issues you have experienced to date with Neat software I am reaching out per your request for a response from our corporate office I am out of the office today but happy to call you Monday to discuss furtherThat said, we unfortunately do not have a fix for the issues related to the *** changes Yes, we (along with other scanner providers/software developers) began experiencing issues when [redacted] released its previous OS update ( [redacted] ) in the Fall of Working with both [redacted] and an outside development firm, we did resolve most, if not all, of the issues present with [redacted] When [redacted] released [redacted] (10.12) in the Fall of 2016, we saw new issues that appeared with that OS release Our developers have been working to find a solution, and we believe we have one that is currently going through QA and regression testing as it required Neat to completely update our application At this time, we believe this new version will be ready for release at the end of this month In testing it has eliminated the crashing issuesI understand your frustration and I will work with my team overseas to ensure they have the latest updates on this issue In reading the case history, I see that they attempted to communicate with you that there is not a current resolution I also see that you requested someone from Neat corporate to contact you As a potential workaround, you can import scans (pdf, jpeg, tiff, etc) into our web client at cloud.neat.com I will also provide an update via your current caseRegards,Jeff G***VP Customer Operations
Phone support is not available with the Essential plan You may create a case by logging into your account, or creating a case from the following web http://www.neat.com/support/contact-support/ Please provide the details of your desired support and an agent will follow up as soon as possible
Our apologies to the customer for the difficulties reported in the filed complaintWe can see the customer has been in contact with our support team regarding the issues he has experienced with his Neat product as a customer care agent has created a case for his support session ( [redacted] )If the customer requires additional assistance, he may reply to the open case and the agent assigned to the issue will be able to provide direct assistance, including a callback if desired Regarding the feedback involving the issues with the Neat software, we have recently experienced server latency when customers are attempting to sync to Neat CloudOur development team has identified the issue and a resolution is currently implemented, but customers still might experience some slowness related to the server indexing process We have posted a notice on our support page alerting customers to this issue, in an effort to maintain transparency and keep our users well informed Neat will be alerting customers once the issue is fully resolved and they may resume syncingOnce the latency issue is fully resolved, we will be willing to contact the customer to ensure the product is working as expected and intended Thank you
Hello ***, Your Neat cloud account has been canceled and you will receive no further charges for the Neat cloud service The confirmation # for your cloud cancellation is [redacted] Neat Support
[redacted] states that her Neat software has recently been crashing and wants to talk to a representative for assistance [redacted] is also requesting a refund check for the original purchase amount of the scanner that was purchased on 12/20/12.While The Neat Company will not honor a refund for a product purchased that long ago, our Technical Support staff will offer live support even though the scanner is no longer covered under warranty If [redacted] provides a two hour window of time and a good day to call, as well as the best phone number to call during that time, one of our technicians will call to assist [redacted] can also contact The Neat Company directly at ###-###-####.Please let us know if there are further questions or concerns.The Neat Company
As of March 1, 2016, Neat announced the retirement of the Neat desktop software platform (Neat vor earlier for [redacted] ; Neat or earlier for ***) Customers are still be able to use the legacy Neat platform but further enhancements and future development will no longer occur on these versions Customers who do not wish to migrate to the cloud-powered version of Neat can continue to use the legacy versionsExisting Neat customers who wish to utilize new software features, enhancements and document types (invoices, bills, statements, etc), as well as current and future integrations ( [redacted] Online, [redacted] , Constant Contact, etc), will need to migrate to the cloud-enabled version of NeatAs with many other SaaS-based application providers, Neat has moved into the cloud world completely as this allows us to develop a single code base to be utilized across multiple operating environments In addition, the entire 'heavy lifting' of Neat's platform is now done via cloud-enabled tools vsall of this code installed on each user's environment More information can be found on the following link:http:// [redacted] Every Neat product and software plan comes with unlimited access to our online customer support tools and resourcesA subscription to NeatCare provides additional support options for customers who may need live phone support and plan may be reviewed by visiting the following link: http:// [redacted] /
Honestly, when I first got my Neat scanner I was thrilledIt seemed to work greatProblems began surfacing and before I knew it it stopped scanning on one sideI asked about having it repaired and was told it couldn't be repaired, but I was offered a refurbished scanner to replace it at a discounted priceI eventually purchased it, hoping I wouldn't have the same experience againThen, the scanner stopped working with Adobe AcrobatNow, I just learned that the software required to use the scanner is no longer supported, and Neat is forcing it's customers to subscribe to a web-based versionThis is ridiculousI paid a premium for this scanner, twice, and recommended it to friends, and now this pitiful organization is trying to dupe its customers into paying even moreI'm done with Neat and it's products, and they won't get another dime out of meI regret I ever got involved with this organization and I'm only posting this review to help others avoid this mess
We are sorry to hear that you are having difficulties with the Neat Software.I see that you created your case on Saturday April 22, case number [redacted] , at which time our technical support offices were closed An agent responded to you promptly on 4/24/at 7:am and you have been corresponding with the agent since The most recent email was today at 1:from our agent providing you additional instructions.Additionally you should have received via email a telephone number to contact in the event that you still need assistance If you did not receive this email or cannot locate it you can also log into your account portal by visiting neat.com/myaccount Here you will be provided with your dedicated telephone number to contact for technical support
Our apologies to the customer for any difficulties which were encountered attempting to obtain assistance for the issue reported to NeatWe have received the customer request to be contacted by phone on 09/between AM and PM CST and updating here to confirm the support call will be made on the date requested by the customerThe customer will receive an additional email directly from the support agent assigned to the customer support caseThe customer support case will be monitored to ensure assistance is properly provided and the customer issue is resolved to the best of our abilityWe appreciate the patience as we work to resolve the issue
Considering a refund has been issued and your financial institution accepted the refund (as previously evidenced) we cannot process another refund The financial institution has accepted the funds on your behalf
Due the removal of your credit card ending in [redacted] refund processing is pending via check in the amount of If you desire a refund via credit card please follow the link below (within the next business days) to reapply your credit card: [redacted]
Hello [redacted] ,If you want to download directly from the cloud the only option is to download the items one by one If you would like us to download your items on the back-end for you we can do thatTo start that process we would need to reset your password so we can access your account and then start the download processOnce complete we can cancel your account and send you a link to download all of your images so that you don't have to download them one by oneSince you started a Revdex.com complaint process, all communication must now be processed through this complaintYou can reply with a rejected response to let us know if we can start this process for youIf you accept this option, once completed we will respond again with information on how to download your data.Neat Support
I would like to for the neat company to contact me regarding their offer of free one year service due to my issue and complaintsPlease note that they may call me at [redacted] between the hours of p.mand p.mas well please feel free to contact me if there is anything else you need from me.Thank you for your time and attention [redacted] *** [redacted] ***
[redacted] ,I apologize for the difficulties you encountered in obtaining service from my team I believe your issue was resolved with one of my senior technicians, Lee, on February 10, under case # [redacted] .Lee also provided you with his direct contact information should you need to contact us in the future Please let me know if we did not resolve this issue completely.Regards,Jeff G***VP, Customer Operations
Your request of cancellation of your cloud subscription has been applied We do apologize for any confusion, or problems, in contacting us directly An automated email (see the attachment) was generated when the order took place from Neat.com on 12/11/ An error occurred on our end preventing the initial reoccurring charge from taking place However, the order was successfully billed on 12/11/for the annual renewal Please allow up to business days for the credit of to reflect on your financial statement linked to your [redacted] card ending 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 Administratively Resolved] Complaint: [redacted] I am rejecting this response; although I have resolved the specific issue to my satisfaction as I now have access to my files -- although none of the data I have entered about them -- I remain dissatisfied with the customer service and support provided by the company.In short, I find a hour customer service wait time by both phone and online chat, as well as customer service specialists who are unable or unwilling to escalate concerns unacceptable I should not have to file a complaint with the Revdex.com in order to have my specific problem addressed As a customer who is paying a premium for Neat's service (both the hardware and subscription) I should have access to people who can resolve my specific concerns promptly and not respond re-actively only when I file a complaint.I will be cancelling my subscription with this company and will not be doing business with them in the future.Thank you for your assistance in resolving this matter I amSincerely yours, [redacted]
Our apologies to the customer for the difficulties experienced attempting to use the Neat softwareA subscription fee is not required for the customer to continue using the Neat legacy desktop softwareWe have resolved a known issue in the Neat Legacy software that required customers to login in order to access their data The customer can learn more by reviewing information in the following link as we have provided recommended steps for the customer to take in order to resolve the login prompt: http:// [redacted] /If the customer requires additional assistance they may contact Neat customer care via the provided link: http:// [redacted] /
A recent recent request has been received 2/16/At that time an agent provided contact information for an account specialist to assistWe apologize as there is not other record on file At this time cancellation has been applied There will be no further request to update the account
An email confirmation of cancellation was generated after proper cancellation was applied to your subscription of billing on 4/27/ We have resent this email confirmation today 5/13/
We where unable to honor the offer of cloud service at made available as a limited offer made available from 1/24-1/ We do apologize as you did send verification of the offer as requested However, the offer did not apply to prior purchases The cancellation request received on 2/was honored with a refund has been applied to your credit card ending in [redacted] in the amount of $ At this time we are able to apply an additional months towards a new annual order This would allow the next reoccurring payment to take place in months vs Please reply back to this email via the Revdex.com with a new SO created online for an adjustment to be applied
[redacted] ,I apologize for the ***-related issues you have experienced to date with Neat software I am reaching out per your request for a response from our corporate office I am out of the office today but happy to call you Monday to discuss furtherThat said, we unfortunately do not have a fix for the issues related to the *** changes Yes, we (along with other scanner providers/software developers) began experiencing issues when [redacted] released its previous OS update ( [redacted] ) in the Fall of Working with both [redacted] and an outside development firm, we did resolve most, if not all, of the issues present with [redacted] When [redacted] released [redacted] (10.12) in the Fall of 2016, we saw new issues that appeared with that OS release Our developers have been working to find a solution, and we believe we have one that is currently going through QA and regression testing as it required Neat to completely update our application At this time, we believe this new version will be ready for release at the end of this month In testing it has eliminated the crashing issuesI understand your frustration and I will work with my team overseas to ensure they have the latest updates on this issue In reading the case history, I see that they attempted to communicate with you that there is not a current resolution I also see that you requested someone from Neat corporate to contact you As a potential workaround, you can import scans (pdf, jpeg, tiff, etc) into our web client at cloud.neat.com I will also provide an update via your current caseRegards,Jeff G***VP Customer Operations
Phone support is not available with the Essential plan You may create a case by logging into your account, or creating a case from the following web http://www.neat.com/support/contact-support/ Please provide the details of your desired support and an agent will follow up as soon as possible
Our apologies to the customer for the difficulties reported in the filed complaintWe can see the customer has been in contact with our support team regarding the issues he has experienced with his Neat product as a customer care agent has created a case for his support session ( [redacted] )If the customer requires additional assistance, he may reply to the open case and the agent assigned to the issue will be able to provide direct assistance, including a callback if desired Regarding the feedback involving the issues with the Neat software, we have recently experienced server latency when customers are attempting to sync to Neat CloudOur development team has identified the issue and a resolution is currently implemented, but customers still might experience some slowness related to the server indexing process We have posted a notice on our support page alerting customers to this issue, in an effort to maintain transparency and keep our users well informed Neat will be alerting customers once the issue is fully resolved and they may resume syncingOnce the latency issue is fully resolved, we will be willing to contact the customer to ensure the product is working as expected and intended Thank you
Hello ***, Your Neat cloud account has been canceled and you will receive no further charges for the Neat cloud service The confirmation # for your cloud cancellation is [redacted] Neat Support
[redacted] states that her Neat software has recently been crashing and wants to talk to a representative for assistance [redacted] is also requesting a refund check for the original purchase amount of the scanner that was purchased on 12/20/12.While The Neat Company will not honor a refund for a product purchased that long ago, our Technical Support staff will offer live support even though the scanner is no longer covered under warranty If [redacted] provides a two hour window of time and a good day to call, as well as the best phone number to call during that time, one of our technicians will call to assist [redacted] can also contact The Neat Company directly at ###-###-####.Please let us know if there are further questions or concerns.The Neat Company
As of March 1, 2016, Neat announced the retirement of the Neat desktop software platform (Neat vor earlier for [redacted] ; Neat or earlier for ***) Customers are still be able to use the legacy Neat platform but further enhancements and future development will no longer occur on these versions Customers who do not wish to migrate to the cloud-powered version of Neat can continue to use the legacy versionsExisting Neat customers who wish to utilize new software features, enhancements and document types (invoices, bills, statements, etc), as well as current and future integrations ( [redacted] Online, [redacted] , Constant Contact, etc), will need to migrate to the cloud-enabled version of NeatAs with many other SaaS-based application providers, Neat has moved into the cloud world completely as this allows us to develop a single code base to be utilized across multiple operating environments In addition, the entire 'heavy lifting' of Neat's platform is now done via cloud-enabled tools vsall of this code installed on each user's environment More information can be found on the following link:http:// [redacted] Every Neat product and software plan comes with unlimited access to our online customer support tools and resourcesA subscription to NeatCare provides additional support options for customers who may need live phone support and plan may be reviewed by visiting the following link: http:// [redacted] /
Honestly, when I first got my Neat scanner I was thrilledIt seemed to work greatProblems began surfacing and before I knew it it stopped scanning on one sideI asked about having it repaired and was told it couldn't be repaired, but I was offered a refurbished scanner to replace it at a discounted priceI eventually purchased it, hoping I wouldn't have the same experience againThen, the scanner stopped working with Adobe AcrobatNow, I just learned that the software required to use the scanner is no longer supported, and Neat is forcing it's customers to subscribe to a web-based versionThis is ridiculousI paid a premium for this scanner, twice, and recommended it to friends, and now this pitiful organization is trying to dupe its customers into paying even moreI'm done with Neat and it's products, and they won't get another dime out of meI regret I ever got involved with this organization and I'm only posting this review to help others avoid this mess
We are sorry to hear that you are having difficulties with the Neat Software.I see that you created your case on Saturday April 22, case number [redacted] , at which time our technical support offices were closed An agent responded to you promptly on 4/24/at 7:am and you have been corresponding with the agent since The most recent email was today at 1:from our agent providing you additional instructions.Additionally you should have received via email a telephone number to contact in the event that you still need assistance If you did not receive this email or cannot locate it you can also log into your account portal by visiting neat.com/myaccount Here you will be provided with your dedicated telephone number to contact for technical support
Our apologies to the customer for any difficulties which were encountered attempting to obtain assistance for the issue reported to NeatWe have received the customer request to be contacted by phone on 09/between AM and PM CST and updating here to confirm the support call will be made on the date requested by the customerThe customer will receive an additional email directly from the support agent assigned to the customer support caseThe customer support case will be monitored to ensure assistance is properly provided and the customer issue is resolved to the best of our abilityWe appreciate the patience as we work to resolve the issue
Considering a refund has been issued and your financial institution accepted the refund (as previously evidenced) we cannot process another refund The financial institution has accepted the funds on your behalf
Due the removal of your credit card ending in [redacted] refund processing is pending via check in the amount of If you desire a refund via credit card please follow the link below (within the next business days) to reapply your credit card: [redacted]
Hello [redacted] ,If you want to download directly from the cloud the only option is to download the items one by one If you would like us to download your items on the back-end for you we can do thatTo start that process we would need to reset your password so we can access your account and then start the download processOnce complete we can cancel your account and send you a link to download all of your images so that you don't have to download them one by oneSince you started a Revdex.com complaint process, all communication must now be processed through this complaintYou can reply with a rejected response to let us know if we can start this process for youIf you accept this option, once completed we will respond again with information on how to download your data.Neat Support
I would like to for the neat company to contact me regarding their offer of free one year service due to my issue and complaintsPlease note that they may call me at [redacted] between the hours of p.mand p.mas well please feel free to contact me if there is anything else you need from me.Thank you for your time and attention [redacted] *** [redacted] ***