Report: #42753

Complaint Review: Ascentive

Submitted: Fri, January 24, 2003
Updated: Fri, February 07, 2003

Reported By: — Cordova Tennessee

Ascentive

201 Spring Garden St Suite 400 Philadelphia, Pennsylvania U.S.A.

Phone:
Web:
Category: Computer Software

Ascentive misrepresent software costs Philadelphia Pennsylvania

*UPDATE Employee: Free Trial

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0Author 1Consumer 0Employee/Owner

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The Ascentive company markets a software called ActiveSpeed which is supposed to increase your Internet Speed by as much as 300%.

The company features a "FREE" 30-day trial period, however, they force you to pay for it up front with a credit card.

The software did not increase my Internet speed by even 3%. I requested they cancel membership on the 30th day, and was told it was too late. The emails I received from Ascentive were ridiculously unprofessional, arrogant, and uninformative. It took several attempts before the finally referred me to a completely separate webpage where they had all the fine print.

I reported them to the Better Business Bureau (I would highly recommend everyone do that) and they were forced to respond professionally. However, they still refuse to refund the $39.95 for their worthless software.

Carolyn
Cordova, Tennessee
U.S.A.

This report was posted on Ripoff Report on 01/24/2003 09:12 PM and is a permanent record located here: http://www.ripoffreport.com/r/Ascentive/Philadelphia-Pennsylvania-19123/Ascentive-misrepresent-software-costs-Philadelphia-Pennsylvania-42753. 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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0Author 1Consumer 0Employee/Owner

Updates & Rebuttals

#1 UPDATE Employee

Free Trial

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

SUBMITTED: Friday, February 07, 2003

We offer the software as a 30 day free trial. Like hundreds of thousands of other companies, we require a credit card for signup. Customers are given 30 days to try the software and are told that they must cancel before the end of the free trial. This customer's free trial ended on Oct. 24, 2002. She did not email to cancel until Oct. 25, 2002.

First, she never even contacted us during the 30 days to try and get her software working. We have an email link on every single page of our support site (www.ascentive.com/support) to email our company which she had the option to use 24 hours a day, 7 days a week, 365 days a year. The link says: "Click here to email us."

Second, the page that the customer ordered from says: "Our guarantee to you:
Try it for Free. If you aren't 100% satisfied, just cancel your service within 30 days and you never pay a dime. It's that easy!"

Third, IF this customer had contacted us during her free trial, we would have been more than happy to assist her or cancel the subscription. We are not mind readers, we do not know someone is having a problem if they do not let us know.