Hello ***,Sorry to hear about the issues you have been having with your scannerThe representative did advise you correctly about a replacementThe warranty periods start from the date of purchaseIn your case we're going to make a one time exception and send you out a replacementPlease note, this will not extend your current warrantyIf you wish to purchase an extended warranty you can see information on NeatCare coverage here: [redacted] We have processed the replacement order for your scannerThe sales order number for this replacement is as follows: [redacted] I've also 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.Please note, you will receive an additional email with your [redacted] tracking number.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: 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 need the company to contact me so that the issue can be resolved I refuse to communicate through their automated system again It is completely inept Regards, [redacted]
We are sorry for your experienceIt appears that the item you ordered is on backorder However, in case [redacted] , dated 4/12/2017, the agent has initiated a full refund Depending on your financial institution, this may take 3-business days to reflect as a credit
[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 appreciate your response, but when I purchased the NeatDesk, this purchase entitled me to one year of technical support which should have included assistance in getting the system set up and operating properly I was not give any support You mention that you researched from my email ( [redacted] @aol.com) which is correct and my number [redacted] There is one alternate number and that number is [redacted] (home) It is my request to be granted at least six (6) months of technical support with the option to purchase additional support for continued future use I am not trying to be difficult, but I refuse to have a team member tell me where I purchase a product makes a difference and then advertise months later that [redacted] is an authorized site for purchase I can be reached at [redacted] should you like discuss this matter Kind Regards, [redacted]
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 emailOnce I have the information requested I will then be able to assist further
Our apologies to the customer for the difficulties in obtaining assistance with their Neat technical needsA technical support agent has responded to the customer initiated support email offering to call directly to resolve the issue detailed in the complaintWe request the customer respond to the agent email with a date and time they will be available for direct support to address the Neat technical issueFor the customer reference, the Neat support incident number is: [redacted] If the customer does not see the email in their inbox, they will want to search their junk mail folder as Neat emails are at time redirected due to spam filtersPlease let us know if there are any additional questions or concerns
Hello ***,I have looked into your case and I believe I know what is causing your issueThere may be a missing [redacted] C++ Library that needs to be installed that is causing Neat to crash.You can see steps to fix that here: http://www.neat.com/helpcenter/c-runtime-error/If after trying those steps you still see the same issue, you can see additional troubleshooting options here: https://www.neat.com/helpcenter/neat-has-stopped-working/Please let me know if you are still having issues after trying those options
Neat has reviewed your account history It appears that you have our essential plan package which does not include live telephone technical support The support options available to you are through chat and email to initiate a case In the event an agent is unable to resolve the issue you are having through these means they can and will schedule a time for further assistance.We see that you have created different cases The first January 8, case number [redacted] , in which the agent provided you with the information you were requested.The second case was created on January case number [redacted] in which you requested further assistance in activating your PIN and there was a scheduled call back on January at which you were unavailable, and then rescheduled for January 17The final case was created on January 24, case number [redacted] In which the agent has sent you the information on the specific instructions you were requested If you find yourself in need of further assistance you can simply respond to the email and the agent will be more than happy to further assist you.We apologize but we do not have an Operating Manual that is all inclusive of the Neat Hardware or Software All of this information is publicly available on website at www.neat.com/support
The Neat Company is willing to provide immediate support to resolve the issue which was reported by the customerCustomer will also be able to email the agent who will be addressing the issue at anytime in the future if there is a need for additional technical support, or has questions regarding product usage
This company is a total rip-off and their software have spyware embedded in itI got their scanner back in or and then I got their cloud servicesAfter months to a year, I cancelled the services all together because I wasn't using it at allThe first time I cancelled it, I had a problem with the website cancellation process; so I called their customer serviceI was unsuccessful with their customer service due to their system being automatedI would ask to speak with a Customer Service Representative and it kept returning back to the main menuSo, I went back online to see if I can get the Neat Company website cancellation process going again, and I was successfulThen I got sick and went into the hospital and when I got out, there was at least months worth of charges to my bank accountAt this time, I had to get my bank involved because they had been charging my debt card without my permissionThe results of the bank investigation came back in my favor, plus the bank issued me a new card with a new numberThis wasn't the end of The Neat Company charging me with out me requesting any kind of services or giving them access to the new credit card informationIt happen a second and third time and each time, I won the investigation, but the last incident I had to get the Upper C [redacted] Police department involved because now, I'm getting annoyed by the theft that keeps happening without me having any contact with The Neat CompanyEach time this has occurred I was issued a new card numberSo, my question is, How Did They Get My Information? Now, I did have their software installed on my computer even after cancelling their servicesI'm thinking that I can use their scanner to store my documents locally on my PC and I didThis is what sent my red flag upI never scanned any of my bank statements in to their softwareI just paid bills on my PC without the Neat Software openSo, this tells me that they have some type of spyware because they keep getting my new card numbersI uninstalled the software after the third incident and by the way, I won the 3rd investigation
I had purchased A Neat scanner onlineAnd with no knowledge or consent, they automatically enrolled me in their cloud service and started charging me $a month on the card I used to purchase the scanner this seems to me to be illegal, or at best unethicalI asked the to delete my card # and mail me a check todayWe'll see if I get it
First of all, there is no direct customer support line There is an extensive automated system that seems more interested in phishing telephone numbers and email addressesSecond, my software began crashing after the third or fourth day of liht scanning I might be able to complete or scans before the scan The equipment is much too expensive for such a shoddy issueThrid, my chat technician stated they would only maintain some of the Neat files if I allowed remote accessRelunctantly, I agreed to access of Neat files only Val, midified user account settings However, when I agreed to perform a survey of the support, Val remotely connected to my Amazon account and asked me to login to complete tge survey Yes, I feel as foolish as it sounds Yes, I have exposed myself to identity theft Yes, Neat executives shoukd be ashamed
[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: Neat's statement alone doesn't resolve the matters at handShort of account closure, a full refund and an apology for using a credit card for which they had no authorization to use, Neat's response is -at best- premature window dressing Regards, [redacted]
An additional subscription was ordered on using the email address of [redacted] @***.com At this time cancellation has been applied Please allow an average of days for refund processing in the amount of to your [redacted] ending in [redacted]
Customers who utilize the scanners and legacy software are not required to have a Neat Cloud Subscription or pay a monthly fee.If you are using our cloud powered software (the icon is an orange circle with white triangles) a cloud subscription would be required.Users who are using the legacy software (a white circle with orange triangles) do not require a cloud subscription However, this version of the software has become unsupported via telephone or agent support Support options are available to customers using the legacy software by visiting https://neat.desk.com/Neat has not forced any customer to purchase any plan to continue using the legacy software
At this time follow up will be needed with [redacted] directly as we understand a claim has been filed at your request Please provide the claim number for further assistance
[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 I have spent more than 12 hours responding to e-mails for people who are supposed to be in The NEAT' Company's Technical Support. I have repeatedly sent them my cell phone number, screen shots descriptions of the errors I'm getting. They keep sending me useless responses. They refuse to have a LIVE Technical Support person call me to resolve the issue. I even tried to lookup the Corporate Phone number on the Internet and the only number I found was another IVR response that had one option to it and that was to send me back to the same Technical Support area I can't get in touch with. The Corporate Executives don't provide any means for customers having the types of problems I'm having to easily reach Corporate Executives to get the problems solved. Yesterday, I sent several e-mails with screen shots of error. This morning I sent another e-mail with 8 screen shots and I got an email from their Technical Support Team asking me the questions below. I have already missed a critical project deadline because I couldn't get the NEAT Scanner Software installed and couldn't reach a LIVE Technical Support person to help resolve the problem. All I get is the same ridiculous unusable responses from the NEAT Technical Support Team. I have more than 40 plus years of Information Technology ex[experience and I have never encountered such incompetence and unprofessional Customer Service that I'm experiencing with The NEAT Company's Technical Support Team. I regret the day I purchased their scanner. My last e=mail response to them wasn't the most polite e-mail I have ever sent but I'm extremely angry.Since I purchased this Scanner last year, I can't find the receipt. If I could find it - I would immediately return this scanner and will never purchase another product from NEAT. I'm extremely upset and angry with this company that I no longer want to communicate with the incompetent people they have in the Technical Support area. I don't know where your complaint process goes from here but as far as I'm concerned, The NEAT Company is the worst Company I've had to deal with as far as Customer Service and Technical Support. ===Last e=mail from The NEAT Company's Technical Support: 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 ***, or Your Name>About on Neat’s Smart Organization System):Operating System Version (PC – Right Click My Computer or Computer and choose Properties, [redacted] Go to Apple Menu and choose About This ***):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 receiving. If 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:1. Press Ctrl + PrintScrn (button next to F12 on a [redacted] keyboard)2. Open up [redacted] *** (Under Start—>Accessories)3. 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 ***:1. Press Command + Shift + 3.2. Find the screenshot as a .png file on your desktop.3. Attach the image file as response to this emailOnce I have the information requested I will then be able to assist further. Also, please be sure to visit the Neat Help Center (http://www.neat.com/support/) for additional User Guides and Help Documentation to assist in getting the most out of Neat.Thank you, ===== Regards, [redacted]
We do apologize for the lengthy hold you may have experienced upon awaiting assistance from one of our account specialist At this time cancellation has been applied to your cloud subscription Refund processing usually takes 3-business days before the credit appears on your financial statement Please see the attachment for confirmation of refund processing
Hello ***,Sorry to hear about the issues you have been having with your scannerThe representative did advise you correctly about a replacementThe warranty periods start from the date of purchaseIn your case we're going to make a one time exception and send you out a replacementPlease note, this will not extend your current warrantyIf you wish to purchase an extended warranty you can see information on NeatCare coverage here: [redacted] We have processed the replacement order for your scannerThe sales order number for this replacement is as follows: [redacted] I've also 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.Please note, you will receive an additional email with your [redacted] tracking number.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: 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 need the company to contact me so that the issue can be resolved I refuse to communicate through their automated system again It is completely inept Regards, [redacted]
We are sorry for your experienceIt appears that the item you ordered is on backorder However, in case [redacted] , dated 4/12/2017, the agent has initiated a full refund Depending on your financial institution, this may take 3-business days to reflect as a credit
[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 appreciate your response, but when I purchased the NeatDesk, this purchase entitled me to one year of technical support which should have included assistance in getting the system set up and operating properly I was not give any support You mention that you researched from my email ( [redacted] @aol.com) which is correct and my number [redacted] There is one alternate number and that number is [redacted] (home) It is my request to be granted at least six (6) months of technical support with the option to purchase additional support for continued future use I am not trying to be difficult, but I refuse to have a team member tell me where I purchase a product makes a difference and then advertise months later that [redacted] is an authorized site for purchase I can be reached at [redacted] should you like discuss this matter Kind Regards, [redacted]
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 emailOnce I have the information requested I will then be able to assist further
Our apologies to the customer for the difficulties in obtaining assistance with their Neat technical needsA technical support agent has responded to the customer initiated support email offering to call directly to resolve the issue detailed in the complaintWe request the customer respond to the agent email with a date and time they will be available for direct support to address the Neat technical issueFor the customer reference, the Neat support incident number is: [redacted] If the customer does not see the email in their inbox, they will want to search their junk mail folder as Neat emails are at time redirected due to spam filtersPlease let us know if there are any additional questions or concerns
Hello ***,I have looked into your case and I believe I know what is causing your issueThere may be a missing [redacted] C++ Library that needs to be installed that is causing Neat to crash.You can see steps to fix that here: http://www.neat.com/helpcenter/c-runtime-error/If after trying those steps you still see the same issue, you can see additional troubleshooting options here: https://www.neat.com/helpcenter/neat-has-stopped-working/Please let me know if you are still having issues after trying those options
Neat has reviewed your account history It appears that you have our essential plan package which does not include live telephone technical support The support options available to you are through chat and email to initiate a case In the event an agent is unable to resolve the issue you are having through these means they can and will schedule a time for further assistance.We see that you have created different cases The first January 8, case number [redacted] , in which the agent provided you with the information you were requested.The second case was created on January case number [redacted] in which you requested further assistance in activating your PIN and there was a scheduled call back on January at which you were unavailable, and then rescheduled for January 17The final case was created on January 24, case number [redacted] In which the agent has sent you the information on the specific instructions you were requested If you find yourself in need of further assistance you can simply respond to the email and the agent will be more than happy to further assist you.We apologize but we do not have an Operating Manual that is all inclusive of the Neat Hardware or Software All of this information is publicly available on website at www.neat.com/support
The Neat Company is willing to provide immediate support to resolve the issue which was reported by the customerCustomer will also be able to email the agent who will be addressing the issue at anytime in the future if there is a need for additional technical support, or has questions regarding product usage
We are sorry that you are having this experienceWe are going to have a senior tech support agent reach out to you to further assist you
This company is a total rip-off and their software have spyware embedded in itI got their scanner back in or and then I got their cloud servicesAfter months to a year, I cancelled the services all together because I wasn't using it at allThe first time I cancelled it, I had a problem with the website cancellation process; so I called their customer serviceI was unsuccessful with their customer service due to their system being automatedI would ask to speak with a Customer Service Representative and it kept returning back to the main menuSo, I went back online to see if I can get the Neat Company website cancellation process going again, and I was successfulThen I got sick and went into the hospital and when I got out, there was at least months worth of charges to my bank accountAt this time, I had to get my bank involved because they had been charging my debt card without my permissionThe results of the bank investigation came back in my favor, plus the bank issued me a new card with a new numberThis wasn't the end of The Neat Company charging me with out me requesting any kind of services or giving them access to the new credit card informationIt happen a second and third time and each time, I won the investigation, but the last incident I had to get the Upper C [redacted] Police department involved because now, I'm getting annoyed by the theft that keeps happening without me having any contact with The Neat CompanyEach time this has occurred I was issued a new card numberSo, my question is, How Did They Get My Information? Now, I did have their software installed on my computer even after cancelling their servicesI'm thinking that I can use their scanner to store my documents locally on my PC and I didThis is what sent my red flag upI never scanned any of my bank statements in to their softwareI just paid bills on my PC without the Neat Software openSo, this tells me that they have some type of spyware because they keep getting my new card numbersI uninstalled the software after the third incident and by the way, I won the 3rd investigation
I had purchased A Neat scanner onlineAnd with no knowledge or consent, they automatically enrolled me in their cloud service and started charging me $a month on the card I used to purchase the scanner this seems to me to be illegal, or at best unethicalI asked the to delete my card # and mail me a check todayWe'll see if I get it
First of all, there is no direct customer support line There is an extensive automated system that seems more interested in phishing telephone numbers and email addressesSecond, my software began crashing after the third or fourth day of liht scanning I might be able to complete or scans before the scan The equipment is much too expensive for such a shoddy issueThrid, my chat technician stated they would only maintain some of the Neat files if I allowed remote accessRelunctantly, I agreed to access of Neat files only Val, midified user account settings However, when I agreed to perform a survey of the support, Val remotely connected to my Amazon account and asked me to login to complete tge survey Yes, I feel as foolish as it sounds Yes, I have exposed myself to identity theft Yes, Neat executives shoukd be ashamed
[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: Neat's statement alone doesn't resolve the matters at handShort of account closure, a full refund and an apology for using a credit card for which they had no authorization to use, Neat's response is -at best- premature window dressing Regards, [redacted]
An additional subscription was ordered on using the email address of [redacted] @***.com At this time cancellation has been applied Please allow an average of days for refund processing in the amount of to your [redacted] ending in [redacted]
Customers who utilize the scanners and legacy software are not required to have a Neat Cloud Subscription or pay a monthly fee.If you are using our cloud powered software (the icon is an orange circle with white triangles) a cloud subscription would be required.Users who are using the legacy software (a white circle with orange triangles) do not require a cloud subscription However, this version of the software has become unsupported via telephone or agent support Support options are available to customers using the legacy software by visiting https://neat.desk.com/Neat has not forced any customer to purchase any plan to continue using the legacy software
At this time follow up will be needed with [redacted] directly as we understand a claim has been filed at your request Please provide the claim number for further assistance
[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 I have spent more than 12 hours responding to e-mails for people who are supposed to be in The NEAT' Company's Technical Support. I have repeatedly sent them my cell phone number, screen shots descriptions of the errors I'm getting. They keep sending me useless responses. They refuse to have a LIVE Technical Support person call me to resolve the issue. I even tried to lookup the Corporate Phone number on the Internet and the only number I found was another IVR response that had one option to it and that was to send me back to the same Technical Support area I can't get in touch with. The Corporate Executives don't provide any means for customers having the types of problems I'm having to easily reach Corporate Executives to get the problems solved. Yesterday, I sent several e-mails with screen shots of error. This morning I sent another e-mail with 8 screen shots and I got an email from their Technical Support Team asking me the questions below. I have already missed a critical project deadline because I couldn't get the NEAT Scanner Software installed and couldn't reach a LIVE Technical Support person to help resolve the problem. All I get is the same ridiculous unusable responses from the NEAT Technical Support Team. I have more than 40 plus years of Information Technology ex[experience and I have never encountered such incompetence and unprofessional Customer Service that I'm experiencing with The NEAT Company's Technical Support Team. I regret the day I purchased their scanner. My last e=mail response to them wasn't the most polite e-mail I have ever sent but I'm extremely angry.Since I purchased this Scanner last year, I can't find the receipt. If I could find it - I would immediately return this scanner and will never purchase another product from NEAT. I'm extremely upset and angry with this company that I no longer want to communicate with the incompetent people they have in the Technical Support area. I don't know where your complaint process goes from here but as far as I'm concerned, The NEAT Company is the worst Company I've had to deal with as far as Customer Service and Technical Support. ===Last e=mail from The NEAT Company's Technical Support: 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 ***, or Your Name>About on Neat’s Smart Organization System):Operating System Version (PC – Right Click My Computer or Computer and choose Properties, [redacted] Go to Apple Menu and choose About This ***):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 receiving. If 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:1. Press Ctrl + PrintScrn (button next to F12 on a [redacted] keyboard)2. Open up [redacted] *** (Under Start—>Accessories)3. 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 ***:1. Press Command + Shift + 3.2. Find the screenshot as a .png file on your desktop.3. Attach the image file as response to this emailOnce I have the information requested I will then be able to assist further. Also, please be sure to visit the Neat Help Center (http://www.neat.com/support/) for additional User Guides and Help Documentation to assist in getting the most out of Neat.Thank you, ===== Regards, [redacted]
We do apologize for the lengthy hold you may have experienced upon awaiting assistance from one of our account specialist At this time cancellation has been applied to your cloud subscription Refund processing usually takes 3-business days before the credit appears on your financial statement Please see the attachment for confirmation of refund processing