• Report: #921100

Complaint Review: Franklin Covey

  • Submitted: Wed, August 01, 2012
  • Updated: Mon, August 06, 2012

  • Reported By: Jennifer — Michigan United States of America
Franklin Covey
Internet United States of America

Franklin Covey PlanPlus Online Watch out! Bought it, never able to access it and no tech support!! Internet

*UPDATE Employee: Please check with technical support

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I was excited to see that I could use the Franklin Planner PlanPlus Online from my home computer, my iPhone and that my spouse could view it too.  So I purchased it for $14.95 per month.  I accessed it for about 20 minutes - they charged my credit card, then suddenly the system said it had "timed out" and then when I tried to re-enter my username and password it wouldn't work!  So I went to my e-mail and there was never a confirmation e-mail sent apparently.  So I contact the 24 hr advertised tech support and wait 2 days....no response.....so I try again.  And then hrs later I get an automated reply saying that Tech Support no longer works through this link and to try another link which they sent in the e-mail.  So I go to that and click on the billing one and send in my problem and complaint - and guess what?  Two days later ....no response!  And by the way, the links they sent led to tech support pages that appeared to be unfinished.  This is a professional company?  They don't give me the product I purchase, nor a receipt, and they advertise tech support that doesn't exist?  It's like it's not real.....but it was the Franklin Planner site so it had to be....buyer beware!!

This report was posted on Ripoff Report on 08/01/2012 04:49 PM and is a permanent record located here: http://www.ripoffreport.com/r/Franklin-Covey/internet/Franklin-Covey-PlanPlus-Online-Watch-out-Bought-it-never-able-to-access-it-and-no-tech-921100. 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

Please check with technical support

AUTHOR: PlanPlus Online - (United States of America)

We are very sorry that your experiences was so frustrating, and would sincerely like the opportunity to fix it. There is a very reasonable response to each of your claims, I will explain here.

1. There IS an email sent to every new customer with your username and password. Yours may have ended up in your spam filter. Please check your spam filter.

2. There is a retrieve password, and retrieve account name option near the login page.  That should help you get the information you need. Again, if our emails were going to your spam then you may not have seen them.

3. Our support resources are not 24x7 available, they are 8-5pm Mountain time. In spite of this, you should have received a response in approximately 24 hours (assuming a weekday) with the login credentials you needed.  Again, please check your spam filter.

4. If you sent an email to support@planplusonline.com you may have received an autoresponder asking you to direct your question to our support form at http://www.planplusonline.com/support  That is our ticketing system which we use to make sure every issue is handled and responded to.

Again, we apologize for any frustration that you may have had dealing with our service. We certainly want you to be satisfied with your purchase and will do anything in our power to make that happen. 

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