The Neat Company Forums

I had been a satisfied Neat Receipts customer and supporter of the company for many years, initially using the PC version of the software. When the Mac version came out, I was offered the beta upgrade as part of the development of the platform for the mac.

Since then I've been very pleased with the continual updates to the program. In it's early stages, it was a pretty bad program, but I stuck with it, and since then it's been vastly improved.

Today, however, I reformatted my hard drive to install the new Snow Leopard. I backed up my library of over $100,000 in receipts, all my tax docs for the past 5 years, etc....When I could not locate the download link to reinstall the software, I went to customer service and provided my registration information and asked for the link to redownload the software. I was told I would purchase brand new software all over again, and that they no longer provided the free upgrade.

So after being a user for about 5 years, going through the upgrade paths offered by Neatco, being a beta tester, and being a staunch supporter of the company and recommending it to numerous people, all of that is irrelevant and Neatco will no longer honor the original upgrade path.

 The customer service rep, "Anthony," offered no apologies, no thanks for my long time support...just if you want it, you have to pay us again. I say "again" because as I mentioned, I was an original customer of the PC version and offered the mac version (I assume) because the product was new and they wanted people to get behind it - plus it was buggy as hell and almost unusable in the original state.

I will no longer be a customer of Neatco not even because of the $70, but because of the way this was handled - there was no warning or anything else that if I ever switched my system or lost my hard drive I had to repurchase the software. The customer service rep did NOTHING to treat me as a valuable customer, no apologies, no nothing.

Whether you agree or not with me, I wanted to warn you early adopters (I guess that weren't so cautious as to use time machine?) that if you DO lose your hard drive or wipe your drive, you WILL have to pay for the software again.

As for Neatco, I haven't been this angry with a vendor in a very long time. I will discourage anyone from using this company and their products at any future opportunity.

Hi, Jeremy

My name is Mike Landis.  I'm the manager of our customer support group.

I'd like to apologize for the experience you've had with the company.  Our rep's answer ran contrary to both written policy and our department philosophy; you should not have had any difficulty retrieving a download.  I have personally reviewed this situation with the rep in question, and can say with some confidence that he will not make this mistake again.

It's my understanding that Giulia has gotten you set up with a link for the Snow Leopard .dmg and a product key.  If you're having any difficulty with that at all or just want to provide further feedback about your interactions you can reach me by emailing mike@neatco.com

Mike, 

Thanks for your attention to this matter. I have gotten an email from Giulla and will take care of the download later on today. My experience with Neatco has always been fantastic and I was pretty surprised with how this was handled. You have definitely gone a long way in restoring my confidence with you guys. I do appreciate your help, and look forward to continuing to use your great products.

Best,

Jeremey 

As a newbie to NeatDesk, great to read something like this.