• Report: #667503

Complaint Review: Neat Works

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  • Submitted: Thursday, December 02, 2010
  • Last Posting: Tuesday, February 07, 2012
  • Reported By: Joseph — Saratoga Springs New York United States of America
Neat Works
3401 Market Street, Suite 120 Philadelphia, Pennsylvania 19104 United States of America

Neat Works Neat Reciepts, No Technical Support for their custom software. Lost 18 months of Data Philadelphia,, Pennsylvania

*Consumer Comment: Neatworks is not a rip-off - This complaint is unreasonable


1Author 3Consumer 0Employee/Owner

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This company's program Neat Receipts is a great idea made by a poor company.  We had 18 months of records entering the receipts on this system. The hardrive crashed but their data was recovered and accessable on the old drive. However when we transfered to the new hardrive we updated the software and we could no longer open the program causing us to loose the information that we just entered forever and waisting our time.

We thought no big deal we can simply contact thier tech support like most companies and they can tell us what to do to get everything up and going and we would be back to work in no time.  So we went to the help that directed us to thier website and looked on the website and tried to find the answer to the problem and most answers they had for the problems listed we user error related issues.  Im sorry, but I do know enough about a computer to know the software not opening is not a user error.  They did not have any answers for the software it self not working properly.

We tried thier live chat to chat with a service rep and we found that they discontinued the service.  We tried to call and we were instructed to go to their website.  We went through every option on the phone system and the only one that actually got us to a person was the sales option. 

We had to scrap two scanners at a cost of over $600.00 plus the man power to enter the data was over $3000.00 dollars. This product is now available through Staples Stores DON't BUY IT!!

This report was posted on Ripoff Report on 12/2/2010 1:36:49 PM and is a permanent record located here: http://www.ripoffreport.com/miscellaneous-office-services/neat-works/neat-works-neat-reciepts-no-t-4a3a9.htm. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
1Author 3Consumer 0Employee/Owner
Updates & Rebuttals

#1 Consumer Suggestion

There are backup options available

AUTHOR: alissa914 - (United States of America)

SUBMITTED: Sunday, January 02, 2011

I had a hard drive crash and had to reinstall a backup of the software that I made.  To avoid this in the future, you should make a backup of the database which the software does allow for you to do.  I reinstalled a different version of the software on the machine and restored the database without an issue.

Instead of posting this to the web site that is slandering the company, it would be better for you to post this online to a different web site and ask for assistance.  There are many computer users out there like myself which could have helped you in this situation.  If there is anything that I learned from my hard drive crash is the true benefit of having routine backups.  If it weren't for this, we wouldn't have been able to recover the data.  This is not necessarily the fault of Neat Co as the software allows for you to export, import, and backup their proprietary database.

You also can sell the scanners on eBay to recover some of your funds.  The software is very well done, but I agree that it does not have a power-user option to allow for you to manipulate or correct data using SQL Server Compact edition that would allow for you to correct the database or have someone correct it for you. 


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#2 Consumer Comment

Neat Works backup is not intuitive

AUTHOR: Loop1 - (United States of America)

SUBMITTED: Thursday, May 12, 2011

It is not intuitive to backup the NeatWorks database, when most people simply backup their entire drive or their MyDocuments folder.  My computer harddrive crashed; I bought a new computer; installed Neat Receipts and come to find out I cannot access my old receipts because I did not create a .nrbak file.  The Neat Works technical support was no help, it took several iterations for them to even understand my problem.

I found a blogger who was more help than the Neat Works Technical support (http://samkear.com/tag/neatreceipts).  The Blogger explained how to copy the NeatWorks files and the SQL database; the only problem is you need to run the version of Neat Works that created your original database.   I now run Windows 7 (64bit), so I have to find a computer running XP(32bit) and install the old software v4.0.8.  The Neat Works Technical support did not even hint at a solution.

I agree with the original poster, Neat Works does a great job of marketing their product but they need to do more in making sure the lay user does not inadvertantly lose years of valuable data.  The tool should pester users to make a backup database if that is the only way to recover data.  Poor implementation and poor support.
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#3 Consumer Comment

Neatworks is not a rip-off - This complaint is unreasonable

AUTHOR: P - Chandler (U.S.A.)

SUBMITTED: Tuesday, February 07, 2012

I can understand how frustrated this poster became, but if they had a backup of their original files why could they not install the version of Neatworks that they had been operating under prior to the so called upgrade? I would agree that the Neatworks website is not very helpful in the self-help troubleshooting department, but they do have a section on opening a problem job ticket.

I also had problems when I tried to update to version 5 and had to go onto their web-based help system from where I received a response to call tech support. When I called them I was on hold for 40 minutes before being put through to a tech. However, unlike most companies the guy I spoke to was easy to understand (o.k. so he spoke English) and knowlegable about the product and seemed eager to help resolve the problem, and what's more, did just that.This posters's comments would be more appropriate on a tech service forum, as I don't see how he has been "ripped off". 
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