Rosetta Stone Customer Service Complaints - page 3

Tried to activate to download the purchased product, but after you enter all the numbers and press "Download" - nothing. Tried on different computers and browsers with same result. Call customer service, and currently have been waiting 1 hr 15 min on hold to talk to somebody. Concurrently, attempted to connect with Chat Live option which has been blinking:"We're finding someone to help you.
One moment, please." for the same amount of time.

I have been a long time customer of Rosetta Stone and they have changed. Now they do not have customer care after 3 months out. They now are all about charging to give customer service they are not about providing a learning experience. I believe I should have free customer service because whenever I initially got the product I had free customer service now they are charging $19 to help you. I just received help and now after just getting off the phone with the agent I can't use the product. It isn't letting me in again. I did not receive satisfaction.

We received a free product trial with a purchased language program. Both are set for automatic renewal on CC. Now we are trying to contact the company to remove any automatic renewals. The Support Request emailer issues you an auto-generated email without echoing back your actual request. No email from an actual person showing any acknowledgement or action has been received. Calls to the Support phone leave one cycling through the mood music forever. (We hope you like the music because you are going to hear it for a long, long time.) In the end, they will defeat your patience, however. Tried Live Chat: You can get a person on Live Chat if you start out stating that you want to buy a product. Then you may try switching to your real issue. The chat-ter will, however, then give you another phone number to try calling. In the end, for a language company to be so poor at communications is ironic.

Case Number I was told this was a free LIVE chat service. I that correct? Or how will I expect to get replies to my issues? Just curious, I am a new user of RS. Thanks, Roger

I have been trying for return and get a refund on the software I bought for over 2 months now. Awful Customer service and they do NOT backup their own policies. Just a complete joke, waste of time, awful product and awful policies and customer service.

I did call by phone,wait 40 min - nothing.. I did try to chat ..TERRIBLE "Service".Before buy RS You must check Review about CS.

I don't believe that they offer the 6 month subscription at all because I have read so many others having the same problem. I had the same problem. I called customer service after 30 min in queue waiting for a person to talk I dropped the call. They claim to offer a live chat but only it is a request to open ticket. No one answers the phone, no one address live chat, no one responds to email. I purchased subscription for 12 months only to get an email that they automatically assigned me to auto renewal that I didn't ask nor an option was available. They claim that I can stop auto renewal when I go to my online account. Unfortunately, online account feature site posts we are sorry the system is down so how am I suppose to cancel my subscription? Perhaps I call my American Express and claim fraudulent charge may be then Rosetta pay attention.

I finally got hold of their sales department only to be told not to call that time and waste their time. Honestly, who would hire such customer service reps to tell the customer don't call and waste time unless you are buying something. Seriously? I got news Rosetta, reputation and word of mouth is worth millions. Do you think I would recommend your products? Ughhh HELL NO!

This is the worst customer service ever. Do not waste your time or money.

So i ordered and received recently a subscription for RStone - 12 month for 1 language. Went to install it today (new package and all) and of course it would not take the it. Saying the number I just rubbed off the code card was already used. Contacted customer service via chat and they said that it was expired - supposed to be registered within 6 months from time of purchase. so when I told them that I ordered and received it over the last 10 days they sent me to tech support. Told tech support, who immediately sent me to the customer service to resolve the issue (though they said they opened a ticket). Back to customer service - talk to the vendor, and thank you very much for spending your money on us. I really wish I was kidding, I still have some of the saved chat sessions. I don't think I have ever had a company try and pawn me off so fast in my life. Honestly, just about down there as comcast. Just my impression and opinion folks as my lawyer always remind me to point out.

Impossible to get anyone once they have your order. My order was shipped incomplete. No headsets. No way to find out where they are. Support live chat just generates an email response that I have a case number. I never chatted with anyone. It say chat but really just sends an email.

Very poor. Long wait times, system down, live chat available, then unavailable. Little response to e-mails.

Extremely poor customer service. I have a technical problem with your program and have been trying several times to reach someone in the US that I can talk to that actually speaks English, not some Pakastani. I've been promised callbacks but nothing. Your operation sucks to be blunt.

Run, run far away... seriously.

I had the downloaded program crash multiple times and simply wanted a hard copy of the CDs. The only answer to my email was a canned link to the FAQs I had read when I first had the problem.

I spent an hour waiting on the phone and almost twice that on live chat with NO ANSWER. I literally had to contest the charges with my credit card company just so i wasn't robbed of over $200

Seriously, go with Pimsleur.

IMPOSSIBLE WAIT TIMES! Their live chat support doesn't help either as they refer to you have to call in. The only dept who answers right away is the sales dept (GO FIGURE!) great way to get the customer to buy their product yet when support is needed RS leaves them out to dry! This kind of supports made me return my product and forget Rosetta Stone....i'd rather buy some app in iTunes for $3.99 then to have to deal with this waste of 2 hour hold time just to speak with someone.

Impossible wait times for any support. Then IF you endure the 2 hour wait, you get someone who cannot speak English at any reasonable level to offer help, and transfers you, where the wait clock starts over again. I have never yet, gotten to a support rep, that was able to help EVER. The longest I was able to endure the phone hold was 137 minutes. Then had to give up and have a life. Just very dissapointint

I paid for a month's subscription for online activities and they have not been activated. It is two weeks later and I cannot get a hold of anyone to help me. I tried to phone but I am on hold for 30 minutes. I can't email because they won't accept my login info, even when I try to reset it with the info they automatically emailed me. This is horrible customer service! And to think I swore by this company! It wasn't like this 2 years ago when I first started using it.

I cannot log in since it says i need to sign in and my username and password don't match. to recover it I need my username which it seems not to work so i cannot log in. I tried calling and got nothing. I used live chat and always end up talking a Patel in a sweat room in India who knows sh*t about what I'm talking about. Says I'll be transferred and cuts me off. How can we get anywhere with such a sh*tty support system. If I would have known this is the case I would have never!!!! bought this program. I am sooo disappointed at myself for buying this!!

I was supposed to have 5 payments of $44.00 and the full $219.00 was taken from my bank acct. Today 9/11/14 .i made the purchase on 09/10/14 on line. Now I'm short on funds since I live on a pension! Also the ad said the 36 month subscription works with iPads,and all I have is an iPad . After I purchased the subscription it tells me I have to download adobe flash which I'm not able to do. I'm so disappointed & frustrated . I don't have enough grocery $ & I can't even use what I purchased! Order # 9070164 case # 03665092. This is not good business.

No support. Does not respond to emails. All I want to do is deactivate so I can reinstall. Since the program is no longer accessible due to hardware failure I can not deactivate so therefore cannot reinstall. No help, have tried 6 times with absolutely no response at all.
Terrible customer service.

Rosetta Stone has the most disgustingly inept web site that I have ever seen. I have not been contacted even after 3 days of sending e-mails. Rosetta Stone - you could make money hand over fist with your product, however, I will not recommend it to anyone at all because of the lousy tech support. Spend some money and hire some frigging tech support people and teach them how to handle the most common problems. DUH! You will have happier customers and they will come back for more and more. Unfortunately, the fact that it has been 3 days and I have hand absolutely no response from your tech support, I wholly and fully do NOT endorse this product. What a joke. Don't buy Rosetta Stone. People who for whatever reason don't have problems seem to love it, and I have seen it work. But if you have problems forget about it, you will not get good support.

Today I acquired my Rosetta Stone French course (5 levels) and discovered it doesn't meet installation requirements. You need 600 MB of 'free harddrive space per level' and I have GB's of it. During installation it turned out this has to be on the C-drive, which -as many SSD drive users- I don't want to miss. Contacted the helpdesk on this, and it turned out direct refund is impossible, all they could do was deactivate my serial number. WORSE THEN WORSE.

I bought RS and installed it, but I couldn't use it for many months because I was taking care of my elderly parents. I waited until the last minute to activate TotalE as there is only a 3 months access. I had trouble with activation, but after some help it seemed to be O K. I only got to use it a few times due to my family situation so when it came time to renew, I used it a lot for a few days. I noticed it did not sync with my original computer and also the screen continually froze on the website. I contacted support at least 3 times before my time ran out, but was told that I would have to renew my subscription so they could "work on it". Since there is no guarantee that they can fix it, I can't see the point of paying more money. I am sorry I bought it and do not recommend it. Usually, a business tries to satisfy the customer's needs, but this does not seem to the the case at RS.

the user inter face is really bizarre, it is just awful. It is very hard to understand, very hard to navigate, not self explanatory, no way to sign up for the online course, you have to fumble thru the page to find out how to do things , I a very computer literate, this is simply the worst interface I have experienced. whoever designed it should be fired on the spot.

Have been waiting for over 30 minutes for a live chat. These guys are pathetic. Don't buy this product since once they have your money they don't care about the customer.

Absolutely RUBBISH customer support.... very little transparency with this company.... difficult to find telephone numbers to speak to individual to sort out an account problem.....when you do they aren't there!! The product is good, the internet access is expensive and when sold the product it wasn't made clear enough what the ongoing additional costs would be. When I do try to purchase additional internet access time the checkout facility reverts to the wrong email and around in a loop we go....!! WILL SOMEONE PLEASE ANSWER THE PHONE SO I CAN SORT OUT WHAT SHOULD BE A STRAIGHT FORWARD ISSUE

Don't waste your time and your money don't buy roseta stone they don't even are with the BBB they don't reimburse your money