neat company Neat Scanner Defective Nationwide

We have been using a Neat company scanner for the last couple of years. The company has replaced it 3 times, even though it was out of warranty. However, it has been unreliable, which is why they replaced it, and lately the software has been acting strangely.

While the equipment and software have been somewhat reliable, with the exception of the needed replacements (the paper would not feed through after using it for a few months), all of a sudden the software would not recognize the database.

Calls to the company are impossible. They seem to have cleverly added caller ID recognition to the mechanical software that answers the phone. This means that when you call back several times, and try different alternatives in order to finally talk to someone, you can't get through. I tried this trick several times and finally I called customer sales thinking that surely they would want to answer that phone with a live person. All I got was the same recording as the others which stuck me into a ultimate 'please leave a message' destination which nobody ever listens to. This seemed strange that I would get the same repeated message with diminished choices after a different one being heard the 1st call.

I then tried calling from a different phone number and was immediately connected to sales. The person who answered apologized and told me to try a different email address. I did so, and 24 hours later got a reply back from someone who apparently did not read my message. They asked for all the information I had in the email and I never heard from them again. I wrote a letter of complaint mentioning the case number, and the company sent back a courteous reply asking me for all the same information that I had supplied in the 1st email.  The third email reply was the same.

It's impossible to get a hold of anybody that knows anything and wants to talk on the phone. If you describe your problems to them, they apparently don't seem to read the emails and ask the same questions.

In one instance, I recorded the problem I was having over the phone in contacting someone and sent that to them. It involved a possible solution to reaching someone and left a number that was indecipherable. I sent the recording to them with a question of whether anything at all works at the Neat company.

If you buy a Neat product, make sure that you are technically adroit to be able to service the system yourself and be willing to put up with no technical support or service at all. In my case, we are switching brands, and will sell our scanner on eBay.A company with good customer service is someone who will sell more product and with whom I will stick with forever. The Neat company will never hear from me again, as is apparently their choice.