Complaint / review text:
I have been a neat customer for nearly 4 years and have not had any issues until recently. I used to be able to call them and get someone on the phone to help, however I had three problems in the last three months and I have been unable to get a real live person to answer me about any of them. The first two were billing issues, where I was double billed.in trying to call them, I tried every option in their phone menu and even tried to go into the sales option to see if I could at least talk to someone as if I was buying it, but it would always say visit us on the web, your call will now be disconnected. I sent emails that were never answered (although I got return receipts saying they were opened). I ended up having to dispute the incorrect charges with my credit card company to get it resolved.
The second problem is actually a technical problem with syncing with their cloud service. The automated phone line said that I don't have a support agreement and to open a ticket on the web. I followed the instructions to open a ticket... And never heard back from anyone. I then bit the bullet and signed up for their "premier support" which says on the website that it includes 7 day a week support. However, now that I am signed up, they are saying that it is M-F 9:30 - 6 support, which coincides with my (and probably 95% of the world) working hours and I can't call them during those hours! I am still unable to use my software and now it is back to saying I don't have a support agreement - even though yesterday it said I did. Very unsatisfied with the turn this company has taken recently.