Complain about a product or service

Nuance

Mike of Reno, NV September 9, 2009

8/31/09 - Issue - inability to even report PDF Pro's failure to be able to open a protected PDF file, despite having a confirmed key. Being unable to reach any Nuance representative, without paying a fee, to report their software's inability to open secured Adobe PDF files with confirmed keys, as proven by opening the files with Adobe's free reader, I contacted customer service via the Nuance website. In the communication I reported and explained the product's shortcoming.

9/9/09 I received a "do not reply" email from Nuance Customer Relations containing the following message: "Please follow the proper channel for registering and submitting a technical support incident. Information on accessing Technical Support can be found through the site....Because Nuance provides extremely limited free support, and I've had to report several bugs to date, the link would only allow me to report their software's lack of what should be a standard operating procedure at an email support fee of 9.95. It would be 10 additional if I wanted to call support.

Inability to open required university eBooks with the PDF PRO application and inability to even report the application's failure without paying Nuance to do so. Currently owning two of Nuance's products, given the way they treat their so called "valued customers," I will never give Nuance another dime and I urge anyone considering the purchase of a Nuance product to look for a substitute solution where customer service is more than lip service and marketing terminology.

Stuart of Irving, TX March 25, 2009

Stuart of Irving TX (03/25/09)
12/3/07 I downloaded a 15-day trail version of PaperPort software from Nuance (I had to give my credit card number to get this trail version). The standard price of the software is 199.99 if the trial is not cancelled before 15 days. 12/10/07 I emailed Nuance, told them I was canceling before the 15 days, and asked that they not charge my credit card. 12/17/07 Nuance emailed me stating that I have ordered the software for 199.99. 12/18/07 199.99 is billed to my credit card by Nuance. 12/19/07 I emailed Nuance. Nuance emailed me back stating We show your trial order was already cancelled, and your credit card has not been charged. Obviously, this was false. 12/2008 Notified my credit card company that I dispute this charge.

01/15/2008 No credit issued by Nuance. No contact from Nuance to explain why no credit issued. 01/2008 Had to fill out dispute form, print out web pages, wait in line at Post Office, and mail form (certified mail) to credit card company. Credit card company gave me very tight deadline and had set may traps that could cause my dispute to be denied without considering the facts. Credit card company seemed to want to believe the sellers' side of disputes. 02/15/2008 No credit issued by Nuance. No contact from Nuance.

By now they must have known that I was not willing to just pay them and forget about it. Were they hoping that I would miss my deadline with the credit card company, and win the dispute? 02/20/2008 Call Nuance toll free number asking for financial or legal departments. Rep was no help. Rep would not transfer me, would not give me direct department phone numbers, would not give department email addresses. No way to talk to a person that could resolve this.

02/20/2008 Filed electronic complaint with my State's Attorney General. 02/22/2008 Had to fill out another dispute form, print out web pages (AGAIN), wait in line at Post Office, and mail form (certified mail) to credit card company. Again, credit card company gave me very tight deadline and had set may traps that could cause my dispute to be denied without considering the facts. 03/03/2008, Credit card company finally credited the 199.99 back to my account. Still no contact from Nuance.

Lost time, 2 certified mailings, long distance phone calls, aggravation

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