• Report: #39371

Complaint Review: Ascentive

  • Submitted: Sat, December 28, 2002
  • Updated: Thu, February 06, 2003

  • Reported By:Longmont Colorado
Ascentive
201 Spring Garden St Philadelphia, Pennsylvania U.S.A.

Ascentive LLC Deceptive company Philadelphia Pennsylvania

*UPDATE Employee: We did nothing wrong

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Ascentive LLC, in my opinion, has some very questionable business practices. My first clue should have been when I noticed there were no contact phone numbers listed anywhere on the website.

Second, all information on cancellations is only listed in the EULA. Nowhere on the site does it tell you to send an email to cancel within their "30 Day Trial Period" if the end of that period falls on a day that they are not open. (ie, weekends and holidays). All of this suggests a company with much to hide, little to offer, desperate for funds.

Last, the products they sell do not work! I noticed absolutely no difference in performance on my computer or internet connection. I would not recommend this company to anyone! I am also contacting the company that recommended them to me to request that they better investigate their "partnerships" better before adding them to their recommend list. This incident has seriously jepordized that company's reputation with me, and I seriously doubt I will do business with them anymore either.

Jim
Longmont, Colorado
U.S.A.

This report was posted on Ripoff Report on 12/28/2002 09:47 AM and is a permanent record located here: http://www.ripoffreport.com/r/Ascentive/Philadelphia-Pennsylvania-19123/Ascentive-LLC-Deceptive-company-Philadelphia-Pennsylvania-39371. 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:
0Author 1Consumer 0Employee/Owner
Updates & Rebuttals

#1 UPDATE Employee

We did nothing wrong

AUTHOR: Martin - (U.S.A.)

First, we have not offered phone support since June. Phone support was taken away because we spend 2 hours on the phone with a customer when we could solve their problem in 2 seconds through email. Not to sound ignorant, but customers would call and tell their entire life story before telling us the problem. In turn this took support away from other customers. We do not make any claims to have phone support. Try and contact most companies via phone. Most companies are phasing out phone support for this reason.

Secondly, Our cancellation procedure is listed on our support site also. If you go to www.ascentive.com/support, go into the support center, there is a link on the main page that says: "For information on cancelling subscription service, please click here." There is also a search form which the customer may use. As for the License Agreement, when a customer orders the software and when they install the software, they are presented with the License Agreement. They told that they must agree to the terms to order the software, they also must agree to the terms to install the software. By this customer ordering and installing, he stated that he READ, UNDERSTOOD AND AGREED to the terms. See: http://supportdev.ascentive.com/EULA.gif

It states in the Agreement: "Subscriber may cancel their subscription(s) at any time by visiting the Ascentive support web site at www.ascentive.com/support and sending an email through the support web site requesting in the subject line "membership cancellation request" and in the body of the email the reason for cancellation. Upon delivery of email, subscriber will receive from Ascentive a cancellation form."

Third, we make no claims that the software works for everyone. And if the software does not work, we are more than happy to work with the customer to help them to get the software to work or to cancel their subscriptions. In order to do this, the customer has to contact us for assistance. Again, customers can email us from our support site at any time, any day, 24 hours a day. If he did email us, have him provide us with his email tracking number that he was assigned when we received his email and we will be more than happy to show how he was handled.
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