On March 1,2016, Neat made available to the public a page on our website explaining the details of, and preparing customers for, the retirement of Neat's Legacy Desktop Software:http://www.neat.com/helpcenter/legacy-support/Customers using the unsupported and retired Neat legacy desktop software have available to them a community forum to assist with questions they might have regarding that particular version of the Neat sofware and solutions to common issues which they might encounter:https://neat.desk.com/On 10/12/- a Neat customer support agent assisted the customer to which we received a reply appreciating our assistance *see attachment
The customers initial case was created on July case number under email address ***@ [redacted] .com with an initial response on July 20, Only July 22, a response to technical support was provided indicating that the product needs to be repaired Although Neat does not repair scanners we do offer a year warranty on the scanner and will replace after a tech support agent has been able to troubleshoot the complaint of the customer.Throughout the time line of this case it does not appear that the customer was able to provide the detailed information requested to perform trouble shooting steps On Aug the customer indicated they want a return authorization number and address, after this communication Neat has requested proof of purchase from the customer on numerous occasions which was never provided and still has not been providedOn 9/1/2016, The Neat Corporate office received an authorized return scanner On September 2, a phone call was placed to ###-###-#### and a message was left On the same date a new case was created [redacted] and an email was generated to email address ***@ [redacted] .com again requesting proof of purchase and an confirmation of a shipping address for the replacement scanner.No response was received from the customer On 9/8/another email requesting the same information was generated to the customer with no response.Customer has not responded to phone calls or emailsWhile Neat will be more than happy to replace the scanner for the customer We still need to receive proof of purchase and confirmation of a shipping address Wihtout both of these items we will be unable to proceeed.Attached you will find a copy of all email communication with ***@ [redacted] .com and ***@ [redacted] .com Tell us why here
[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] Thank you for your assistance However, I have not been contacted by Neat, other than to verify a returns is in process If you can, please have them ship the return to my summer address: [redacted] ***Sky Valley, GA rather than the Navarre, FL winter address Thank you I will make an attempt to contact [redacted] as well
We apologize for the difficulties the customer encountered in obtaining service from the customer support teamContributing factors preventing the customer from reaching Neat were related to an influx of calls due to the end of tax season - this is typically when we see the highest call volume requesting support As an organization we are working to streamline the support process and reduce the wait time for customers attempting to reach support We are certainly willing to provide additional support as requested if the customer responds directly to this Revdex.com complaint We request a date, time, and telephone number to reach him on directly and once we have made contact an technical support agent will be dedicated to this customer to resolve his current needs and any future assistance he might require Technical support is available Monday - Friday, 9:AM - 5:PM EST and we look forward to assisting the customer further in an effort to resolve his reported issue
With the information provided, the only case I was able to locate is created on 8/11/2016, due to unusually high tech support requests, it does appear that the initial response by teach support agent was sent days after case creation On 8/19/a response was received by the tech support agent "stating that it took to long to respond" The tech support agent responded to this 8/22/offering additional assistance if the customer needed further assistance in a response email No further communication has been received from the customer.With in the information the customer provided, we were unable to locate a support plan Support options for this customer are via email or chat
Your most recent contact with us was on Nov 4, via case number [redacted] At this time you indicate that you purchased the monthly essential plan This purchase was made under email address [redacted] @***.co, which is invalid We provided you a refund for the service and you purchased under the correct plan You then contacted us on Feb 2, and there was scheduled call back for Feb 3, at which time we attempted to reach you and you were not able to accept the call The agent reaching out to you also sent you an email indicating they attempted to reach you and for further assistance all you needed to do was respond to that email At this time there has been no response.Depending on the version of the software you are using, it may or may not require a cloud subscription, which appears to be the reason the agent was reaching out to further assist you.If you will kindly respond to the email dated Feb 2, 2017, you can again schedule a phone call for a resolution for the matter.The Neat Company
Expedited assistance is available with the purchase of a NeatCare plan at 49.95 providing direct access to support reps via phone for 60 days. Support via email/case will continue to be provided free of charge. A request has been made for your error log. This request was sent on... 8/9, 8/10, and 8/11. Your error log is needed to provide additional details involving the issue in order to provide a solution. At this time I am will process a cancellation of your cloud subscription and complete a refund. However, I’m hesitant as you’re experience an issue that involving access to your date. Please provide a copy of your error log from the following steps: To create a screen shot on a PC: 1. Press Ctrl + PrintScrn (button next to F12 on a Windows keyboard) 2. Open up MS Paint (Under Start-->Accessories) 3. Click on the "Edit" menu, and select "Paste" into a Word document and attach as a reply to this email. Once I have the information requested I will then be able to assist further. Also, please be sure to visit the Neat Help Center ( [redacted] ) for additional User Guides and Help Documentation to assist ingetting the most out of Neat. Also please check the steps on this link to scan directly to your computer using Neat connect scanner. [redacted]
Your attempt of order ( [redacted] ) request has been removed from processing Per our phone interaction we are currently in the process of reviewing our onboarding process for an improved enrollment process We do apologize for the inconvenience involved in the process
Hello [redacted] ,When you placed your order on-line you were given the option of including a day free trial of our Neat cloud serviceAfter your purchase you also should have received an email confirmationAfter days there is a monthly charge of $+ tax for the Neat cloud service.We have canceled your subscription so you will not receive any further charges, and we have cleared you past due balance so you will not receive any further collection notices.Unfortunately since there has never been a request to cancel your subscription we can not offer a refund of previous charges.Neat Support
days for refund processingYou may see the attachment for confirmation of refund processing"]" We" class="cuttext">data-sheets-userformat="[null,null,2112259,[null,0],[null,2,16777215],null,null,...⇄ do apologize if you experience an extended hold while awaiting assistance from an account specialistAt this time your cloud subscription has been cancelledPlease allow 3-business days for refund processingYou may see the attachment for confirmation of refund processing
[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]
Hello,In reviewing your account it does appear that you trial Neat Cloud Subscription billed at 1;am on 1/18/and your online cancellation was placed on 1/at 7:a.m.The reason you receive the your account has expired is due to the request for cancellation that came in the same day you were billed.We have processed a refund for the full amount directly back to the credit card that was billed Please allow 3-business days for this refund to reflect with your financial institution
Our apologies to the customer for the difficulties reported in the filed complaint. The complaint against Neat has been reviewed, and in response, the Neat organization stands by the products and services that it offers.Upon reviewing the customer records associated with the specific email... address provided in the RevDex.com complaint ( [redacted] & [redacted] ) - we can see on 10/27/2015, at 2:19 pm, a customer care agent emailed the customer providing a link to our desktop software and an additional request for an application log from the customer computer Neat is installed on in order to provide a resolution for the reported issue - (Case# 350433) . Directions were provided to the customer on how to provide the log in a response email, so troubleshooting could commence. At this time, we do not have a email reply from the customer providing the application log or any other request for additional assistance. If a log was provided, Neat Customer Care would have been able to provide resolution steps or reach out directly to assist. Additionally, any customer (with or without a support plan) who is experiencing a technical issue with their Neat product is able to reach out directly for support with their issue by visiting the following link and submitting a written request for assistance: [redacted] In an effort to provide transparency and to keep customers informed of the change, we have provided information on our website regarding the retirement of our Neat Legacy software and a process for customers wishing to migrate over to our latest cloud-powered software. The information regarding the retirement of our legacy software and options for customer wishing not to use the cloud-powered software is provided on the following link: [redacted] Neat will not be providing a refund as requested in the dispute, although we are willing to provide assistance in getting the customer scanner and software operation if there is a technical issue related to our products which needs to be addressed.
As stated in our previous response through the Revdex.com - we are willing to call the customer directly to provide assistance as requestedPlease reply with the requested information and a customer care agent will reach out directly:"If the customer would like to reply to this complaint with a date, time, and telephone number we would be able to make contact on, we will be happy to facilitate direct assistanceNeat Customer Care is available to reach out Monday - Friday, 9:AM - 5:PM EST."
[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 However I am still paying for a service (iCloud) that hasn't worked for the better part of months nowI would hope customers would at least be offered a refund or a credit on their account Regards, [redacted]
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]
Hello [redacted] , There is nothing built into to the scanner to reject software updatesThe scanner has the functionality of scanning directly to the cloud or directly to your computer as you can see in the steps in this article: http:// [redacted] / If you would like assistance in getting the software setup correctly on your computer so that you can use your NeatConnect to scan to your computer, rather than the cloud, we can setup a call with one of our support representatives that can assist you with thatIf you would like a call, please reply with a hour time frame we can reach youPhone support is available M-F 9-6PM EST Neat Support
Neat has made a technical support agent available to the customer in order for them to received dedicated assistance in resolving their issueThe Neat technical support agent emailed the customer on 11/10/to schedule time for a remote session and phone callWe request the customer respond the the support request email with a date and time they are available and Neat will contact to assist and resolve issueWe are also providing the customer with a free Neat premium monthly trail which will allow the customer to call into our phone system for support
I submitted a complaint to the Revdex.com concerning Neat on January 4, and my complaint still stands without customer satisfaction The company provided a statement in the enclosed letter that I received from the Revdex.com with a supposed solution to include a Web link www.neat.com/helpcenter/neat-installation-guide/ And, the link or solution did not provide me with the suggested solution mentioned in their correspondence Further, upon using the link to in an effort to bring about closure to this unfortunate situation, the return notification on the screen in red "PLEASE NOTE: If you are installing Neat and see the message "The signature of this program is corrupt or invalid" choose the "I understand the risk and want to run this app' box to continue the installation Click here for more info." (Why a sensible person would want to follow this command bewilders me.) Nonetheless, it did not prompt me to perform the latter and so my initial complaint still stands And again, at this present time, I am unable to use the Neat product, machine, or software package as inferred in the initial complaint From the Neat Web page, the second option was that the installation CD be used as a 2nd option It did not work or provide a solution; but it doesn't prevent Neat from bombarding my social media or e-mail with advertising
We do apologize for any inconvenience in efforts of reaching us for technical assistance. We recommending logging into your account when attempting to send email correspondence. Please see the following links for additional support options: href="http://www.neat.com/products/priority-support/"> [redacted]
On March 1,2016, Neat made available to the public a page on our website explaining the details of, and preparing customers for, the retirement of Neat's Legacy Desktop Software:http://www.neat.com/helpcenter/legacy-support/Customers using the unsupported and retired Neat legacy desktop software have available to them a community forum to assist with questions they might have regarding that particular version of the Neat sofware and solutions to common issues which they might encounter:https://neat.desk.com/On 10/12/- a Neat customer support agent assisted the customer to which we received a reply appreciating our assistance *see attachment
The customers initial case was created on July case number under email address ***@ [redacted] .com with an initial response on July 20, Only July 22, a response to technical support was provided indicating that the product needs to be repaired Although Neat does not repair scanners we do offer a year warranty on the scanner and will replace after a tech support agent has been able to troubleshoot the complaint of the customer.Throughout the time line of this case it does not appear that the customer was able to provide the detailed information requested to perform trouble shooting steps On Aug the customer indicated they want a return authorization number and address, after this communication Neat has requested proof of purchase from the customer on numerous occasions which was never provided and still has not been providedOn 9/1/2016, The Neat Corporate office received an authorized return scanner On September 2, a phone call was placed to ###-###-#### and a message was left On the same date a new case was created [redacted] and an email was generated to email address ***@ [redacted] .com again requesting proof of purchase and an confirmation of a shipping address for the replacement scanner.No response was received from the customer On 9/8/another email requesting the same information was generated to the customer with no response.Customer has not responded to phone calls or emailsWhile Neat will be more than happy to replace the scanner for the customer We still need to receive proof of purchase and confirmation of a shipping address Wihtout both of these items we will be unable to proceeed.Attached you will find a copy of all email communication with ***@ [redacted] .com and ***@ [redacted] .com Tell us why here
[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] Thank you for your assistance However, I have not been contacted by Neat, other than to verify a returns is in process If you can, please have them ship the return to my summer address: [redacted] ***Sky Valley, GA rather than the Navarre, FL winter address Thank you I will make an attempt to contact [redacted] as well
We apologize for the difficulties the customer encountered in obtaining service from the customer support teamContributing factors preventing the customer from reaching Neat were related to an influx of calls due to the end of tax season - this is typically when we see the highest call volume requesting support As an organization we are working to streamline the support process and reduce the wait time for customers attempting to reach support We are certainly willing to provide additional support as requested if the customer responds directly to this Revdex.com complaint We request a date, time, and telephone number to reach him on directly and once we have made contact an technical support agent will be dedicated to this customer to resolve his current needs and any future assistance he might require Technical support is available Monday - Friday, 9:AM - 5:PM EST and we look forward to assisting the customer further in an effort to resolve his reported issue
With the information provided, the only case I was able to locate is created on 8/11/2016, due to unusually high tech support requests, it does appear that the initial response by teach support agent was sent days after case creation On 8/19/a response was received by the tech support agent "stating that it took to long to respond" The tech support agent responded to this 8/22/offering additional assistance if the customer needed further assistance in a response email No further communication has been received from the customer.With in the information the customer provided, we were unable to locate a support plan Support options for this customer are via email or chat
Your most recent contact with us was on Nov 4, via case number [redacted] At this time you indicate that you purchased the monthly essential plan This purchase was made under email address [redacted] @***.co, which is invalid We provided you a refund for the service and you purchased under the correct plan You then contacted us on Feb 2, and there was scheduled call back for Feb 3, at which time we attempted to reach you and you were not able to accept the call The agent reaching out to you also sent you an email indicating they attempted to reach you and for further assistance all you needed to do was respond to that email At this time there has been no response.Depending on the version of the software you are using, it may or may not require a cloud subscription, which appears to be the reason the agent was reaching out to further assist you.If you will kindly respond to the email dated Feb 2, 2017, you can again schedule a phone call for a resolution for the matter.The Neat Company
Expedited assistance is available with the purchase of a NeatCare plan at 49.95 providing direct access to support reps via phone for 60 days. Support via email/case will continue to be provided free of charge. A request has been made for your error log. This request was sent on... 8/9, 8/10, and 8/11. Your error log is needed to provide additional details involving the issue in order to provide a solution. At this time I am will process a cancellation of your cloud subscription and complete a refund. However, I’m hesitant as you’re experience an issue that involving access to your date. Please provide a copy of your error log from the following steps: To create a screen shot on a PC: 1. Press Ctrl + PrintScrn (button next to F12 on a Windows keyboard) 2. Open up MS Paint (Under Start-->Accessories) 3. Click on the "Edit" menu, and select "Paste" into a Word document and attach as a reply to this email. Once I have the information requested I will then be able to assist further. Also, please be sure to visit the Neat Help Center ( [redacted] ) for additional User Guides and Help Documentation to assist ingetting the most out of Neat. Also please check the steps on this link to scan directly to your computer using Neat connect scanner. [redacted]
Your attempt of order ( [redacted] ) request has been removed from processing Per our phone interaction we are currently in the process of reviewing our onboarding process for an improved enrollment process We do apologize for the inconvenience involved in the process
Hello [redacted] ,When you placed your order on-line you were given the option of including a day free trial of our Neat cloud serviceAfter your purchase you also should have received an email confirmationAfter days there is a monthly charge of $+ tax for the Neat cloud service.We have canceled your subscription so you will not receive any further charges, and we have cleared you past due balance so you will not receive any further collection notices.Unfortunately since there has never been a request to cancel your subscription we can not offer a refund of previous charges.Neat Support
days for refund processingYou may see the attachment for confirmation of refund processing"]" We" class="cuttext">data-sheets-userformat="[null,null,2112259,[null,0],[null,2,16777215],null,null,...⇄ do apologize if you experience an extended hold while awaiting assistance from an account specialistAt this time your cloud subscription has been cancelledPlease allow 3-business days for refund processingYou may see the attachment for confirmation of refund processing
[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]
Hello,In reviewing your account it does appear that you trial Neat Cloud Subscription billed at 1;am on 1/18/and your online cancellation was placed on 1/at 7:a.m.The reason you receive the your account has expired is due to the request for cancellation that came in the same day you were billed.We have processed a refund for the full amount directly back to the credit card that was billed Please allow 3-business days for this refund to reflect with your financial institution
Our apologies to the customer for the difficulties reported in the filed complaint. The complaint against Neat has been reviewed, and in response, the Neat organization stands by the products and services that it offers.Upon reviewing the customer records associated with the specific email... address provided in the RevDex.com complaint ( [redacted] & [redacted] ) - we can see on 10/27/2015, at 2:19 pm, a customer care agent emailed the customer providing a link to our desktop software and an additional request for an application log from the customer computer Neat is installed on in order to provide a resolution for the reported issue - (Case# 350433) . Directions were provided to the customer on how to provide the log in a response email, so troubleshooting could commence. At this time, we do not have a email reply from the customer providing the application log or any other request for additional assistance. If a log was provided, Neat Customer Care would have been able to provide resolution steps or reach out directly to assist. Additionally, any customer (with or without a support plan) who is experiencing a technical issue with their Neat product is able to reach out directly for support with their issue by visiting the following link and submitting a written request for assistance: [redacted] In an effort to provide transparency and to keep customers informed of the change, we have provided information on our website regarding the retirement of our Neat Legacy software and a process for customers wishing to migrate over to our latest cloud-powered software. The information regarding the retirement of our legacy software and options for customer wishing not to use the cloud-powered software is provided on the following link: [redacted] Neat will not be providing a refund as requested in the dispute, although we are willing to provide assistance in getting the customer scanner and software operation if there is a technical issue related to our products which needs to be addressed.
As stated in our previous response through the Revdex.com - we are willing to call the customer directly to provide assistance as requestedPlease reply with the requested information and a customer care agent will reach out directly:"If the customer would like to reply to this complaint with a date, time, and telephone number we would be able to make contact on, we will be happy to facilitate direct assistanceNeat Customer Care is available to reach out Monday - Friday, 9:AM - 5:PM EST."
[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 However I am still paying for a service (iCloud) that hasn't worked for the better part of months nowI would hope customers would at least be offered a refund or a credit on their account Regards, [redacted]
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]
Hello [redacted] , There is nothing built into to the scanner to reject software updatesThe scanner has the functionality of scanning directly to the cloud or directly to your computer as you can see in the steps in this article: http:// [redacted] / If you would like assistance in getting the software setup correctly on your computer so that you can use your NeatConnect to scan to your computer, rather than the cloud, we can setup a call with one of our support representatives that can assist you with thatIf you would like a call, please reply with a hour time frame we can reach youPhone support is available M-F 9-6PM EST Neat Support
Neat has made a technical support agent available to the customer in order for them to received dedicated assistance in resolving their issueThe Neat technical support agent emailed the customer on 11/10/to schedule time for a remote session and phone callWe request the customer respond the the support request email with a date and time they are available and Neat will contact to assist and resolve issueWe are also providing the customer with a free Neat premium monthly trail which will allow the customer to call into our phone system for support
I submitted a complaint to the Revdex.com concerning Neat on January 4, and my complaint still stands without customer satisfaction The company provided a statement in the enclosed letter that I received from the Revdex.com with a supposed solution to include a Web link www.neat.com/helpcenter/neat-installation-guide/ And, the link or solution did not provide me with the suggested solution mentioned in their correspondence Further, upon using the link to in an effort to bring about closure to this unfortunate situation, the return notification on the screen in red "PLEASE NOTE: If you are installing Neat and see the message "The signature of this program is corrupt or invalid" choose the "I understand the risk and want to run this app' box to continue the installation Click here for more info." (Why a sensible person would want to follow this command bewilders me.) Nonetheless, it did not prompt me to perform the latter and so my initial complaint still stands And again, at this present time, I am unable to use the Neat product, machine, or software package as inferred in the initial complaint From the Neat Web page, the second option was that the installation CD be used as a 2nd option It did not work or provide a solution; but it doesn't prevent Neat from bombarding my social media or e-mail with advertising
We do apologize for any inconvenience in efforts of reaching us for technical assistance. We recommending logging into your account when attempting to send email correspondence. Please see the following links for additional support options: href="http://www.neat.com/products/priority-support/"> [redacted]