The Neat Company, Inc

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. However, since this occurred so long ago, the credit card used to make the purchase is no longer active. I ask that the complaint remain open for additional communication at least fourteen days from today's date to ensure the credit is actually received with my banking institution
Regards,
*** ***

*** *** is requesting $for the four payments of NeatCloud that were charged after the original requestIn a phone conversation yesterday, Neat agreed to provide the requested refundAfter obtaining the necessary information, the refund of $is being set up today and it will post back
to the original account within a few business days.Best regards,Neat Billing

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me since a refund has been issuedI still have the major complaint that the only time you can speak to a live person is if you want salesIf one wants service, they fail miserably in that area and I'll never do business with Neat again*** ***

We do apologize for any misunderstanding in the processing of your order At this time cancellation has been applied to the subscription Please allow a few business days for refund processing in the amount of back to your *** card ending in ***

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 scanner.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 *** tracking number.Thank you for contacting us,The Neat Company-Technical Support

*** requests a refund due to the customer service experience, and the desired replacement scanner not being processedNeat
was contacted on 5/19/14, and Case# *** was createdNeat is more
than happy to resolve the original issue by replacing the defective scanner, and if
electronic messaging is
not the desired contact method, a speedy resolution can be reached over
the phone*** can contact us directly at ###-###-####, or if a
two hour window of time is provided for a preferred call back time, one
of Neat's representatives can call to resolve the issue.Please let us know if we can be of further assistanceThe Neat Company

We do apologize if a billing error has taken place At this time we have not been able to locate a charge Cancellation of sales order
255);">*** was processed on 2/18/ We want to insure no other subscriptions are in place Please share details of any transactions such as the date, amount, and last digits of the credit card charged

The following responses where shared within case #***: background-">2/@ 10:32am ESTNeat software can only use one email address at a timeIf you are going to set up the Neat software, you will need to enter an email address that is associated to your Neat accountThere's actually no way for you to use two different email addresses at a time while using NeatIn our NeatCloud service, you can be able to share folders and even your account to others to access your files that are synced to your Neat software on your computer. Please see the link below on how to share account and folders: http://***/
2/@ 4:36pm ESTIf you want multiple users to access the same cabinet then you need to move the cabinet you are using to a location accessible by all usersFor example, move it to the root of the C driveBy default the database is created in your documents folder in a folder called Neat DataIf you move the Neat Data folder you want to use to a common location, then for each user, point Neat to that cabinetTo do that open the Neat Data folder and drag the *.nwcab file inside the Neat Data folder directly on top of the Neat shortcut on your desktopThis will point Neat to that databaseNeat Support

Hello ***,
From our records of the Serial Number you provided it shows you registered
the scanner on 03/06/That would mean the warranty expired on 03/06/I understand it is frustrating when a device stops working, especially when you haven't gotten a lot of usage out of itI discussed your issue with our team supervisor and because you haven't had a chance to get a lot of usage out of your scanner and because we would like to keep you as a Neat customer, I was authorized to offer you a one time replacement of your scannerPlease note, this does not extend your warrantyTo process the replacement please provide the following information:
Full Name
Mailing Address to send the replacement scanner (Non PO box)
Neat Support

Most unprofessional and unorganized company I have ever had the pleasure of dealing withI would highly suggest to look into this product and the reviews in depth and in my case not use any product/service associated with the Neat Company IncI have never been billed repetitively after explicitly asking to have no further contact use or any dealings with a companyAlongside the non-authorized charges made to me, it took an eternity to get anything through to them let alone the cancelation completedThrice I was asked to hold and the person on the line for the Neat Company either hung up or somehow disconnected meI had to give my credit information to them four times in order to get the unauthorized transactions refunded despite the fact they had no problem charging me for a product/service I had not actually purchased or asked forI am irate if you cannot tell and I don't want you to be put into the same mess that they put me through I don't want any company to fail if they don't have to...but the Neat Company Incis well on its way to demise, if they do not get their act together a.s.a.p

A return label was emailed on 8/per your requestPlease allow an average of business days for refund processing once your scanner has been received at our warehouse

We do apologize for the hold applied during the transfer of your call At this time we do see your request of cloud cancellation was applied on 3/ A prorated refund request has been applied in the amount of Please let us know if additional assistance is need involving
this matter

Recently, Neat Customer Care transitioned to an offshore vendor that handles our technical support, sales, and billing functions Neat is confident in the service being provided by our offshore team to our stateside customer baseWe are willing to have a senior technical support
representative reach out to the customer to provide additional support for the issue described here

After review of the case that you previously contacted us under, I would like to first apologize for the service you received The case #*** has been escalated to a senior tech support agent They attempted to reach you today to further assist you At the time of the call
you were unavailable, so please check for a case update on *** If you will kindly respond to the case so that you and the agent can schedule a time for further assistance

We're sorry to hear you where unable to connect with a live agent for assistance in your request of cloud subscription cancellation At this time the cancellation has taken place Please allow up to business days for refund process of the last two charges taken place since your initial
request received on 2/20/

[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,
*** ***

Hello ***,
I'm sorry to hear that you have been having issues with the Neat subscription serviceI have setup a refund for your last two payments totaling $and canceled your accountPlease allow 3-business days for the refund to show up in your accountIf
you ever wish to sign back up with Neat you can do that here: http://shop.neat.com/products/software-plans/
Neat Support

We are sorry to hear that you are having difficulties It appears that your most recent case dated 1/12/case number *** you have not responded to the agents request for additional information.In you contacted Neat Technical Support due to a scanner issue, at which time it was
determined that your scanner was out of warranty and were able to process an order for you a significant discount Unfortunately, you have not contacted our support department since that purchase to indicate that you are having additional issues We will not be able to provide a refund for a scanner that was purchased a year ago If you would like further assistance, please feel free to respond to the case *** providing additional information so that tech support will be able to further assist you

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 case.I 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 reply.Once more we are unable to provide technical support through these means

We are unable to provide you with a refund for the cost of the scanner Please see our return policy policy made available on our website neat.com *** We've updated your profile to include the phone number shared This will allow you to call in during our business hours at your convenience during a complimentary period (ending on 4/23/15) We are willing to provide a direct call back in the instance of desired assistance involving the usage of the scanner itself Please allow up to business days for your response to reach us via the Revdex.com If a direct call back is preferred please give us a preferred two hour window between 930-4pm EST Monday through Friday We're not sure of whom you spoken with previously that was unable to assist you., but we're more than will to assist you with the usage of our scanner and cloud service
You would only be required to purchase a cloud service plan if you decided to continue with the service after the end of the trial period Proper notation has been applied to your customer profile for an extension of the trial period should you decided to use after assistance has been provided Neat cloud storage is only applicable to designated folders on your computer that pertain directly to Neat However, they are not a substitute for a baand recovery solution Neat shall not be responsible or liable for any data lost or any failure of any storage service Please see our policy provided under the terms and conditions made available at Neat.com (***)