Rosetta Stone - Expect No Service from Rosetta even when their product fails
Version 3 French & Dutch language program and files - Complaint
ARLINGTON, VIRGINIA -- I learned from my purchase of Rosetta Stone version 3, which was sold for a Windows 7 operating system but could not reliably work on it, that you should expect no support from Rosetta management. While the technical staff tried to help resolve the problem (in vain, in the end; the compatibility issues between the program and the Windows platform could not be resolved even after providing remote access to my computer), and most of the customer service staff were friendly, none were able to solve the problems. I should also note that two employees really vexed me: the first suggested that I could solve the problem by buying Version 4 of the program for the full price of over $300 (I had just spent that on Version 3); the second hung up on me before confirming that they had cancelled all further online subscriptions to Rosetta. Ultimately I solved the problem by paying $20 to upgrade online to version 4 (you have to do this per computer). The disappointing part is that I had to spend over 10 hours re-installing the programs, speaking to staff, and, finally, upgrading to version 4. This should not have happened and came at the expense of homeschooling my children. When writing to Rosetta about it, in an effort to feel good about the product again, their only offer was 1 month of online access (which isn't very useful when the online program does not recognize any of the work done on a local computer, and therefore many services are still "locked"). My sense is that the company is all about sales, and that they do not give employees the tools to provide redress. Below is my letter, which was followed by the one-month online offer from Rosetta. Last note: a free version of the Chinese edition would really have made me feel like they cared and I could happily have recommended them. It was an optimistic proposal, but not as crazy as you might think: consider that the CDs would have cost them next to nothing and they would not have had any lost sales, as it was not a program that I would ever have purchased (in their defence, they would not have known that). I most certainly will never buy it or any other Rosetta product again, unless I receive adequate consideration by Rosetta Stone's management.
November 8, 2012
RE: Can you restore my faith in Rosetta? A frustrating journey resulting from Version 3 v3.4.3A
To whom it may concern,
I have purchased 2 languages for Rosetta Stone, most recently the Homeschool version for Dutch from Sonlight Curriculum Ltd. Both versions were Version 3. Despite having the correct computer specifications, the program has not work consistently. It has been a frustrating journey to try to resolve the issues. I am now aggravated and frustrated. I would like to enjoy the program and to tell others how great it is, and it is my sincerest hope that with your help I will be able to do so.
Version 3 rarely opened, displaying errors 2125 and 2123.
I spoke with technical support 4 times to try to resolve the problems; the issues were not resolved, even with remote access to my computer and despite me taking the time to carefully follow the online instructions on your website following codes provided by your staff (E. g. Case # 1576500, #01576669, #0159948). Your staff explained that there are problems with the compatibility of Version 3 with the Windows 7 environment. I would like to thank technical support for trying to solve the problems.
I have also been on the telephone or in written conversation with service staff several times.
To resolve the problem, I finally paid to upgrade to Version 4. This should not have been necessary.
Purchase and Computer Details:
Computer: Asus, Windows 7, 1.6 GHz, 4 GB RAM, and 127 GB free space on the drive it is installed on (other drives also have lots of room).
At best, Version 3 required me to shut everything down that I had open on the computer and to restart it at least 3 times in a row in the hopes that it would finally open. At worst, I had to reinstall the entire program plus all the language files twice.
I have had to spend over 8 hours trying to resolve a problem caused by the incompatibility of Version 3 with the Windows 7 environment for which it was sold.
I have had to upgrade to Version 4 to get the functionality promised by Version 3.
I was hopeful that Version 4 would run smoothly. It opens. I was even thinking we might enjoy online work. However, to access the games online for Version 4, we would have to redo this work again as these are locked. It will not recognize work already done. We already restarted work with our first re-install, so I don't want to start back at square one. Frustrating.
Perhaps the thing that makes me most angry has been the reply of some of your representatives. While the technical staff were generally great, and Brad, from sales, was also great, two representatives had me upset:
After all my issues with Version 3, I and explained my problems to your salesperson (alas I did not record the exact time of the call), in the hopes that I could pay for an upgrade to Version 4 for a one-time $50 fee, she told me that I could solve my problem by purchasing Version 4 for its full price. I was willing to forgo the advantages of the homeschool edition for the Dutch. I was not willing to buy the program for its full price when the problems were with the program. Outrageous!
When chatting with Samson [snipped last name initial] online, I requested that he confirm receipt of my request to not have my credit card charged for any further online work, as I can't really use it. Instead of doing so, or explaining why he could not, he hung up and sent me to the survey page which asked if I my questions were answered to satisfaction. Really!?
The bottom line is this: I want to feel great about using your programs and I want to be able to tell my friends what a great experience we are having with them. The product itself, when it opens, is very nice, and I am sure we will see great results. So, what can you, as a manager, do to help me regain my faith in your programs and your organization? If you want to make me really gleeful, send me a complementary version of Chinese!
Well, there, I have said it, and now I am hoping that you will do me the courtesy of a thoughtful reply.