Complaint / review / scam report
Rosetta Stone
I used to think Rosetta Stone's customer support was go...

Complaint / review text:
I used to think Rosetta Stone's customer support was good. Not anymore. I used to be able to *get* customer support over the phone, and for no extra charge. Not anymore. When I called on 5/15/12 for help concerning an issue with headphones not being recognized, I was informed that the company's policy had "changed" and customers would now be charged for phone support. I was offered the options of Live Chat support or email. I tried chat at the web address I was given (success. Rosettastone.com), only to discover the site is currently "under construction." My only option was to email. I'd been told emails would receive replies within 2 working days. But on 5/21/12—nearly a week later, I had STILL not heard back from anyone concerning my technical problem. All I got was an automated email reply, trying to sell me an upgrade to Version 4 TotalE. Seriously? I'd want to pay MORE? And for a subscription-based program which might have the same problems? It's clear that Rosetta Stone now has outsourced its telephone Customer Support, along with charging for it. And I don't know what's going on with the website. If you try the Chat feature, don't log on first. Just click the green "Live Chat" bar—and HOPE that you get through. (It didn't work for me last week.) I finally got my issue resolved today, after I called and complained that no one had bothered to answer my email, and the "chat" wouldn't work. (Of course, I got the same sales pitch for Version TotalE) The gentleman on the phone was knowledgable, but he clearly didn't "get" my frustration and disappointment with the company's lack of support. It looks like Rosetta Stone just isn't what it used to be.)

Contact information:
Author: Contact with Author

Offender: Rosetta Stone

Country: USA
Phone: 8002808172

Category: Miscellaneous

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