The Neat Company, Inc

[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: ***
I am rejecting this response because: The machine does not workI have spent countless hours with their Tech support and the machine still does not workI cannot afford to waste anymore time with them
Regards,
*** ***

[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 ***, and find that this resolution is satisfactory to me If the refund is not received I will notify
Regards,
*** ***

We do apologize for the delay in processing your request A call back was made to ###-###-#### on 12/4/as we where unable to locate a recorded call requesting the return At this time an exception is being permitted to where an email has been sent
to *** providing a link to print a prepaid UPS return label Please insure the package includes all items shipped and drop the package any place where there's a scheduled UPS pick up We also ask that you keep receipt copy from the shipper as record of the item being left at a UPS pick up location Once we receive the item an email will be sent to the email address on file of ***
Let us know if a refund is preferred via credit card instead of a check as further action would be needed (5-business days for refund processing) Otherwise, we ask that you allow 6-weeks for refund processing in the form of a check Please note we are able to mail a check to a different address if needed, but we're not able to alter the name of the addressee Unless otherwise requested a check would be submitted to:
*** ***
*** *** ***
Zephyrhills FL ***

Neat has been working with this customer outside of the Revdex.com as acknowledged in case #*** *See attachedNeat has communicated several times with the customer through email by requesting additional information and provided steps to address technical issueThe customer was provided with steps to
address the issue on a *** and later asked for steps to perform on a *** which were then provided by the agent assisting the same day as the were requestedWe have not received a reply back from the customer as of 11/03/2016.The elevated support plan referred to the customer offers live phone support and live chat for the first days, and email support 24/Neat will continue working with the customer in an effort to assist and resolve the issue

We are sorry to hear that you have had this experience.We see that you created a case today *** in which you have expressed your disinterest in the cloud based product Neat has not and will not force any customer to migrate to the cloud based product However, we do reserve the right
to limit downloads of the legacy software and discontinue support of the legacy product In the case that you created today, and agent provided you with a link and instructions for installing the legacy software, as well as related articles that may of assistance to you As a legacy user you can continue to use the product if you like However, as indicated to you in case ***, the product will have no further releases.Finally, in the email you received, we provided you with information on where you can find additional support

The second link sent to you provided instructions on how to continue with the installation process in the event you experienced the file is corrupt issueDue to Revdex.com guidelines, we are unable to correspond with you directly while you have an active caseI have created a case for you, in which you will receive a case creation email ***Neat is more than willing to further assist you You will receive a automated case creation email to which are able to replyOnce more we are unable to provide technical support through these means

***,
At this point, there is nothing further we can do on our endWe cannot refund a charge that is in the dispute processYou can let the disputed charges with your bank go through their processing and they may refund the charges for youNeat Support

There are insufficient instructions for how to use the product (the NeatReceipts Portable Scanner Premium Bundle) and I cannot find my scanned files Unless you have an account to which a monthly fee is paid, one cannot access a person.phone support I already have a backup/cloud service and do not need another one I still cannot access my filesNeat promises easy scanning and intuitive storage into pc files, and this is not the casei still cannot access anything I have spent hours scanning Why do consumers have to pay a fee to speak to tech 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 ***, and find that this resolution is satisfactory to me. I do have some concerns that they will eventually continue to charge me for some service or another. To clarify, I accept this offer provided I am never charged for any service from this company
Regards,
*** ***

Please note this is the last interaction we will have with this customer and the Revdex.com regarding this complaint.The Neat Company has provided resolution to this customer's issue by 1) providing free technical support2) installing and confirming operation of Neat software on a secondary machine since we could not resolve the issue on customer's primary device.Customer is on an end-of-life and UNSUPPORTED version of the Neat platform In addition, she is two (2) years plus outside of the limited warranty period from the time of purchase As such, even by paying for a NeatCare support plan, we cannot guarantee that we can resolve her issues on her primary device as 1) it is no longer a supported platform; and 2) Neat no longer has development or programming resources with knowledge of this version's code base to investigateCustomer mentions the "** ***" *** OS issue which is completely irrelevant to the issues she is having Neat offers a version of its software that IS supported and WILL resolve her issues, however, customer refuses to migrate to this version as she feels she should not have to pay for new software and is unwilling to utilize a cloud-based software platform Since we were successful in getting the Neat software platform implemented on a secondary device to allow customer to gain access to her data, Neat has met it obligation, and then some, by providing services required We now consider this matter resolved. Regards,Jeff G***VP, Customer SupportThe Neat Company

The Neat Company processed a refund directly back to the original card that was purchased Attached you will find records that the financial institution accepted the funds on your behalf

Please confirm our scheduled call back appointment set for Tuesday 3/@ am

We understand you haven't been able to easily reach us at ###-###-####, or ###-###-#### We're sorry to hear
of your initial experience in attempting to contact us via phone An automated email should have generated the following day providing a direct number of contact You may reach us at ###-###-#### Mon-Fri 9-6pm EST for assistance through your support plan We currently have the following numbers of contact on your account ###-###-#### and ###-###-#### Our phone system will locate your account by matching the phone number you're calling from You may reply back to this email with any other phone number you may call us from, or update you account through the following self service web portal: neat.com/myaccount
Email confirmation was sent on 3/to confirm the order of a replacement scanner A second email was sent on 3/providing the *** tracking number *** Please confirm receipt of this delivery as *** reports the item being left at your front door on 3/at 1:59pm

With the Plan you have purchased $it does not include live technical support via phone.However, you indicate that you have recently purchased a scanner which would have included year of premium or essential cloud plans depending on the scanner purchase I have created a case *** in
which an agent will be reaching out to you for further assistance If you do in fact have the premium cloud subscription you will be entitled to days of live technical support In the future you can visist www.neat.com/myaccount to view your support options

Hello,
I apologize for the mix upWe have processed another replacement order for your scanner.
The sales order number for this replacement is as follows: ***
I've also e-mailed you a printable *** return
label which you can use to send back the incorrect replacement scanner you received(It will be from ***, and not the Neat Company-- please check your junk mail if you don't see it in your inbox.)
I resent the original return label as well in case you need that one again to send back the original defective scannerPlease use this label to return only your defective scanner, using the box that contained the replacement devicePLEASE DO NOT SEND BACK CORDS or SOFTWARE, and please do not send back your current unit until you have received the replacement devicePlease note, you will receive an additional email with your *** tracking numberThank you for contacting us,
The Neat Company
-Technical Support

Hello ***,
The ticket you replied to was originally opened in January which had already been closed due to how old the ticket wasThis was why the agent assigned to that case did not see the error log you sentIn the future if you need additional assistance on a ticket older
than a month, please open a new support ticket here: http://www.neat.com/support/contact-support/
Taking a look at your error log I can see this message: Exception Message: The process cannot access the file '*** *** *** because it is being used by another processIt looks like your Neat Data folder is currently located in your Dropbox folderDropbox is constantly scanning items in that folder and backing them up whenever there is a change in the fileNeat stores your information in database files and when Dropbox starts backing up those files while Neat is trying to use them, that will cause Neat to crashI suggest you move your database to your documents folder, or other location on your C driveYou can see how to move your database here: *** Once your database is moved it should no longer crashYou can make backups of your database and store them in dropboxNeat Support

We apologize for the extended wait expercienced during your most recent call held on 3/ At this time we see an agent emailed you regarding the return matter after they were unable to reach you via phone Per the email sent a refund will be provided within 3-days of the receipt of
the scanner once returned

Hello ***,Sorry to hear about your issues getting a refundWe are reviewing your case to make sure our agents are aware of this type of issue so that this experience isn't repeated in the futureYour refund for $has been processedPlease allow 2-business days for the refund to show up
in your account.Neat 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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Direct contact (live chat) was made on 3/26/at 11:am(EST) Make note there is a difference in time based on the time zone of the agent Please see the conversation held below:
10.***2324px; background-">Start time: 3/26/11:04:PM11:AM Notice Visitor information: ***11:AM Notice Browser: Mozilla/(Windows NT 6.1; WOW64) AppleWebKit/(KHTML, like Gecko) Chrome/Safari/537.3611:AM Notice Chat for site: Neat11:AM Notice Department: NeatCare Technical11:AM Notice E-mail address: ***11:AM Notice *** *** opened session with Dian N***.11:AM Notice chat_id: ***11:AM Notice Referred By: 11:AM Notice room id: ***11:AM Notice Name:: *** ***11:AM Notice Email:: ***11:AM Notice How can we help you today?: I am having a problem with the software and an error message I am getting.11:AM Dian N*** Hello, *** ***. Please allow me a moment while I review your question...11:PM Dian N*** Hello ***I'm sorry to hear thatI'll be happy to help you. Can you tell me the model number on the bottom of your scanner and the Operating System you are running?11:AM *** *** yes, it's nm-100011:PM Dian N*** ThanksAnd the Operating System of your computer please?11:AM *** *** *** ** * ***11:PM Dian N*** Thank youCan I have the error that you are getting please?11:AM *** *** when I attempt to open up the neat software, I get the message "The file couldn't be opened because it isn't int he correct formatThe file might be corrupted, truncated, or in an unexpected format.11:AM *** *** The software was working fine and then one day this happened.11:AM *** *** I have uninstalled and reinstalled the software and it didn't make a difference and got the same message11:PM Dian N*** I'm sorry to hear that.11:PM Dian N*** Please follow the steps on this link to resolve your issue: http://www.neat.com/helpcenter/file-couldnt-opened/11:AM *** *** im checking\11:PM Dian N*** Okay.11:PM Dian N*** Hello are you there? How's it working now?11:AM *** *** Yes, I don't have a "journaled" nrmsdata file11:AM *** *** I only have NRMData.nrms11:AM *** *** nrmdata.nrms-shm11:AM *** *** nrmdata.nrms-wal11:PM Dian N*** Alright, please create a new library insteadPlease see this link http://www.neat.com/helpcenter/recovering-information-damaged-library/11:PM Dian N*** Please follow the steps on that link and let me know how it works by responding to the email that I will be sending.11:AM *** *** thanks, trying now11:PM Dian N*** You are welcomeIs there anything else I can do for you today?11:AM *** *** ok, thanks you11:PM Dian N*** You're welcome. Thank you for contacting Neat, and have a great day!
An email correspondent was sent at the conclusion of the chat:
Please let us know if you have any other questions or concerns in a response email. We'll be happy to assist youTroubleshooting articles and helpguides are available at http://www.neat.com/support/
Thank you for contacting us,
Dian D.-Neat Technical Support