Rosetta Stone Customer Service Complaints - page 2

It took 2 1/2 hours to solve the upgrade related problem. The issue was opened at 4:37 PST and resolved at 7:06 PM PST. A previous upgrade wiped out my husbands and my progress on both Russian and Spanish. That was only a month ago. This time the upgrade created another problem.

Although I reported the problem to be with the Spanish version upgrade (hadn't yet checked the Russian), the tech uninstalled and re-installed Russian and was ready to sign off when I pointed out what she'd done. Next, we refocused on the Spanish install, which was the original problem. Since it couldn't be resolved remotely, I had to reinstall from scratch using the CD's. Luckily they were in a fairly accessible location.

I have two teenagers needing to learn a language, so we bought Rosetta Stone to supplement. However, there is no ability to report out progress or to test (besides the milestones). I am losing confidence in Rosetta Stone product. I don't want to lose 2 hours of my time, nor be concerned that my profile and progress will be lost each time I agree to the upgrade.

Customer Service/Support is terrible. Talked around my question and tried to sell me even more products. Sold us an online product but didn't divulge that the mobile app did not support all of the languages in the online product. As if this wasn't bad enough when I tried to find out which products were supported by the mobile app I was told all of them AFTER I was told the mobile app didn't support Latin - What?! Then I was told I could purchase another subscription on top of the one I already had - What?! Rosetta Stone your business model is TERRIBLE! Adapt, adjust and be honest with what you offer!

Someone fraudalent my credit card to pay rosetta stone and now i want to cancel that subscription every month i paid for it i dont care about paying somwthing i dont use they should at least send the person of thw credit card an emaiö cause now im paying the consecuences very irresponsable
web site

I purchased two of the Rosetta Stone Online Subscription & App Packages for my children. One child is taking French the second child, Spanish. We have had nothing but problems from day one! Even though I bought two separate subscriptions only one child can utilize their program at a time. If one is on the second child is blocked out and unable to sign in. I've tried for over six months to get someone to solve this...calling sitting on hold for hours only to speak to another clueless representative that promises to "look into it and have someone call me back". After a week of waiting the cycle repeats. I have only managed to get that "well mam' you purchased them both under the same email, so you can only log into one at a time" OMG!! I've asked for them to refund and rebill to a different email to separate them....crickets....still waiting on the "supervisor who can do that" In an attempt to maintain my sanity I've thrown in the towel. I am not rich and I had to save up to purchase the programs for my children. Walking away defeated and feeling robbed is hard, but this entire ordeal has been nothing short of a nightmare and I need it to end. Beware! Consider yourself warned.

When I started out to learn Spanish I was gung ho and wanted to learn and was willing to jump through the hoops to do it. I was memorizing lots of vocabulary and verbs but nothing to suggest actual proper usage. After completing level 4, I still had no firm understanding and was wondering when I would be getting into something that would teach me to use the language. The level 5 started to require I memorize and spell two full sentences about some pictures and I ended up going back over and over and over the same thing attempting to regurgitate what the pictures were supposed to mean. I beleive the program will not get me any closer and is not sufficient to learn this language or probably any other language. Now what makes me really mad is they have this very strong sales department which tries to sell more and more other languages while I am starting out and don't know that it doesn't work. They even gave me a deal so I bought Chinese and French. What a joke! Well if you want to learn a language get a book because this process only gives the minimum basic information required to carry on any kind of a conversation. And then there's the support... not. Don't count on any help getting information on the program because nobody knows anything.

I wouldn't recommend Rosetta Stone to anyone. In learning a foreign language, I think programs such as Rosetta provide only a foundation. But a good foundation. You need more resources to reach any kind of proficiency or fluency. For example, you should consider purchasing language and grammar books and listen to as much of the language as possible, whether that be by listening to music, watching TV or films, or using Youtube. I would also strongly recommend language exchanges. Rosetta does offer this, I think 20 or 40 minutes or something every few weeks, but I haven't got access to this as I purchased a more expensive program from Rosetta? My real bug bear with Rosetta is their Customer Service team. I have experienced numerous technical difficulties and found them to be rather clueless. They aren't great at following things up either, even if you persistently chase them. Their general response seems to be download another Web browser or it is a problem your end. I am quite fortunate that I can usually approach the in-house IT team where I work with any issues and they fix them for me. But when I get experience a new technical issue, my heart sinks at the thought of contacting Rosetta's Customer Service Team. Although I stated at the start of this complaint that I wouldn't recommend Rosetta, I think it provides a good basic foundation for learning. Basic foundation only. I can't speak about other software such as Babel. Maybe the answer is to purchase the CD-Rom versions, or just hope that you don't have to contact their Customer Support Team. But I am fed up of Rosetta. Sorry, I have rambled a bit in frustration.

I wish I had read the comments before I bought the product. I have experienced everyone of the complaints. I am still waiting for help. Since Nov. 2014. I had my credit card co. cancel the payments only to be told by Rosetta Stone that I purchased their product and the fact that it doesn't work does not relieve me of the responsibility, and they are turning me over to a credit collector. I have to pay or get a bad credit report. I was advised by the Calif. consumer credit dept. to pay and then take them to small claims court. What a shame. It is a huge ripoff.

Error 4118. Unable to reach server to activate/start the stupid thing. Customer "service" was not able to resolve. Tried another computer, both Win 7 and up to date = no joy, same problem. I can only surmise that this is a broken piece of software. After may hours lost,I am returning it to Amazon for a refund. Unfortunately, there goes my language training.....
NOTE: BTW, I am an avid gamer and have spent many hours figuring out computer-related problems and software/hardware issues, I have NEVER seen a more poorly supported customer service or technical support in all those many years--

Worse customer service. Waited over 15 minutes and my problems with digital activation has not been resolved.

Had server error 4118. On level 4 of unit 1. Took 40 minutes to connect to chat help, 35 to phone customer service. chat person told me file corrupt, need to reinstall and would send me instructions on how to fix. 45 minutes later after following their directions, downloading their language files, and reinstalling, same error. Another 25 minute wait for chat, 9:50pm, get a rep he asks me my problem I restate. He never respond, I ask are you there, 4 times no response. He ends conversation sending me to survey. Try 3 more chat sessions each rep sends me to survey never says a thing. Call customer service again, told need to pay 19.95 for online help or use chat. Ask for supervisor told not one there, they close at 10 pm she can give voicemail. I refused told her I know one is there, she says voicemail or call back tomorrow and try. Then She FINALLY Just Sends Me To voicemail.. horrible. I did use disc to reinstall level 1 not their download. Seems to work for now, until I get an update forced to install by them.

Goods had incorrect addressee which meant that at the delivery point it was returned as person unknown. I informed Customer Services and was told that they don't make mistakes and it was down to me providing incorrect information. I sent them a copy of their own confirmation email which they sent to me which clearly showed the delivery address and name of recipient. I was given a case number.

After three days with no follow up call received as promised, the Customer Service agent said that although the Case No. had been submitted there was no information alongside it? I was told again that the problem must be down to me providing incorrect information so again I sent through their own confirmation email showing the correct information. I was kept waiting on the phone for 45 minutes and then told that they would have to call me back. I cancelled the whole thing and requested a refund. Not surprisingly although my money was taken immediately, I as an unhappy customer, has to wait for seven days to get my money back. Which means they have had my money for over a month already!

This company has no Customer Service whatsoever. I asked to speak to someone in authority and was told there was no one?

Purchased RS on 12.23.14 with 5 payment option for two languages. Tried contacting support with a couple of questions about tech support. Other than an email stating my case number I received no feedback or assistance. This was after being on hold for at least 30 minutes on the phone. After several attempts with this process (multiple times spent on hold and sending emails) I have cancelled payment (after losing $150). Today was my final attempt to contact support. I feel like I've been had. I want them to honor their 30 day satisfied or money back guarantee but it doesn't seem like that is going to happen. This company is a complete ripoff!!!! So frustrated right now.

When I went to support for help I got a case reference number. When I had heard from them in 24 hours I asked for help getting support using the last reference number. I am collecting reference numbers like crazy but no help after 48 hours.
I just wanted to get a 24 hour free trial-well now that I think about it I have gotten a 48 hour trial of their commitment to support. Light bulb moment.

This product really sucks, there is nothing good I can say about it. I'm surprised people actually buy this because it does not work. I knew more before I even started taking these lessons. All they want is money and they're willing to sell a bad non working product to get it. They are blindsiding people saying that it is easy to learn the language. Maybe it is but a person would look like a complete fool if they were to go to a foreign country and speak the language.

Rosetta Stone is the absolute worst way to learn a language. I've been taking it for two years through my high school and haven't learned a single thing. It doesn't teach you sentence structure, instead it shows you a picture and expects you to figure out the sentence. I would not recommend this to anyone who is trying to learn a new language. Save your money instead of buying this.

Purchased Rosetta Stone due to their advertised great "support" - biggest lie out there. They just want your money for the product and then leave you hanging - been waiting over 90 minutes for support and still not resolved. Waste of time.

After purchasing RS online on 12/28, as of today 1/10, 5 emails, 4 phone calls and 3 times trying to use "Chat" to get some kind of Customer Service/Technical Support, I'm ready to turn this product in and get a refund. Horrible! HORRIBLE! Customer/Technical Support. How they've managed to stay in business so long is a true mystery to me (I own a small business-If I ran my company like this I would have been closed down years ago!).
Totally disgusted!

Was thrilled when my RS Spanish CD's arrived, as I thought I could at least know the basics before travelling to Central America in a few months. Unfortunately, after SEVERAL attempts, I have been unsuccessful in downloading to my computer. I also attempted just using the backup CD's SEVERAL times, no success. Even worse though is the customer service!!! I have spent hours attempting to call, chat, email. I just keep getting "claim numbers". I have requested a Return Merchandise Authorization # and of course, no response!!!! Is this some kind of pyramid scheme or something, because I feel completely ripped off!!!!

For the past 3 weeks, I have attempted to contact customer support via email, live chat, and telephone without success. The phone cue will disconnect you at 33 minutes. Customer support has never engaged the live chat, nor replied to my email. I am ready to return the product.

Spent 45 minutes listening to wait music trying to reach technical customer service for activation issue. No one answered. Hung up to call again and pressed number for new purchases and someone answered in three rings. He gave another number to try which was same recording with no answer. Product still not activated. Awful.

Impossible to get a human, either on "Live chat" or via phone.

I was sent the wrong product (Spain Vs Latin America Spanish) and can't get any thing expect overloud horrible elevator music on the phone, and a "Someone will call you later" on live chat.

Not a good start

Once they have your money you are persona non grata. Millions spent on sales people but apparently very few dollars spent on customer support. Tool 10 days to get the package and then I had to pick it up from UPS since Rosetta put down the wrong address. 4 e-mails and 5 calls to Rosetta and never got a response. Finally had to call the sales dept which picks up after about a minute. No clue if the product is good but the service is lousy and would not purchase again or recommend to friends are family. There are other products out there and I am sure the service is better since it could not be worse.

I subscribed for the download option for German on 30/12/2014 with the idea of being able to use it during the holiday period as I expected the delivery of CDs would take weeks. Could not download the files as windows could not open it and tried on a different browser and then it asks me to insert CD which of course I don't have as I didn't purchase this product! Sent an email to support and only the auto reply and sent another asking for my money back but no response either. Based on comments posted it seems telephone support is also non existant. It's not acceptable that we are debited for a product we didn't receive. Has anybody managed to file a more formal complaint with any UK consumer protection group?

I've been trying to reach Rosetta Stone for almost two weeks. I've sent two emails and called more times than I can count. I've spent hours on hold and haven't received a return email. Absolutely atrocious.

total hold time for me today just trying to get login/password for product I ordered 3 hours and still increasing. I did get to speak with someone only to be told that I would have to talk to customer support, which is who I was talking with. 1 1/2 later still on hold after being transferred.