![]() ![]() It does appear that our Neat Expert worked with you remotely to assist with reports. ![]() We also immediately followed up by email to make you aware of our phone attempts and to have you reschedule. Our agents reached out to you multiple times by phone only to reach your voicemail. Looks like you were scheduled for phone appointments on February 14 and February 15. We stopped offering monthly plans back in 2022. You have been able to remain on one of our low-cost monthly plans. We believe Neat is fairly and competitively priced. Our chat is available 24/7, and our chat and phone live agents are available Mon-Friday 9 am-8 pm EST. ![]() We are sorry if you had difficulty connecting with us. The main benefit of Neat Cloud is that it allows customers to access Neat from multiple computers or mobile devices, from any location, and not merely be confined to just one computer. Some customers still use those retired Neat products with the understanding that the products are out of warranty and have received no updates. There was no requirement to discontinue using our legacy Neat software and scanners. We recognize that you are a fan of our legacy Neat software and hardware products. We appreciate you being a Neat customer since 2015. Sarah, Thank you so much for your feedback. I tried the last 2 years to be "useful" and "helpful." Now I am just mad. And what did I pay for then? If I cancel I lose access to all my past years data. Ultimately I was told the only way to get the expense report (simple request!) is to pull it together manually. A few customer service agents have been nice to deal with but have no power to improve the software. I literally threw hard earned money out the window. The rates doubled but the product diminished. Have set phone appointments and never got calls. Have spent hours with their "experts" only to have them ultimately agree that the software is lacking. And then.they made changes in their software and everything is cloud based. I had a small business and it worked very well for me. Easy to use software, very consumer friendly. I purchased a scanner and program about 8 years ago. The Tech support rep was a bit difficult to understand and it took over an hour for a process that I believe should have only taken maybe 30 minutes or less. The billing rep was courteous and helpful. The rep requested the refund of the yearly subscription and will process a monthly subscription. I then called and talked to billing regarding why I didn't get a notification of the charge and asked if there was a month-to-month option. I called the phone number on my credit card statement and was able to get to tech support and get the issue resolved, which is a work around of sorts, but I am finally able to use my neat scanner again. I took out a trial subscription for support and never received an email about being charged for a yearly subscription. I could not get chat started and there was no phone number easily found to call Tech Support. Initially I had a difficult time to get technical support to assist me with my issue. Tech support fell a little short, Billing support was ok ![]()
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