Rosetta Stone Customer Service Complaints - page 4

Today was my first experience with RS tech support. The tech department was closed for the holiday all day. The holiday is not until Monday. DUH!!

Was locked out of my program when my computer claimed the database was out of date. Called tech service and, while my call went through, the man on the other line couldn't hear me. I am very disappointed, as the application works fantastic, but customer support is nothing short of awful. Retried calling several times, but my efforts met no results.

I was just trying to reach Rosetta Stone for help with my new program. Sat on hold and was sent through four different people. With one exception the technician's English was execrable. When I said that I was having trouble understanding him he hung up on me. There's your customer service.

Don't buy. Soft ware does not work and technicians are incompetent and less than helpful! Waste of time and money!!

I bought levels 1-3 in two languages, a lot of money, and then I bought a new computer with windows 7 and this software won't run, won't even load. Rosetta stone have emailed me updates twice. The first time, the operator had not understood and sent me the wrong thing. The second time it solved the problem temporarily, but not all of the lessons were available, even after I'd registered. Once I'd switched my computer off and on again, the software wouldn't load again, and it hasn't worked since. This is very frustrating. I haven't found the customer services helpful at all. Infact, it took quite a lot of effort to get them to understand the problem. This software is a waste of money if you can only run it on old computers. What's the point?

Do not purchase Rosetta Stone. Able to use initially but then was blocked for updates. After installing update, system became totally unusable. Went through numerous manuevers, including uninstalling and reinstalling. Technicians are indeed worse than useless. Adved one that I used a Windows VISTA, he sent me downloadsx2 foe Apple McIntosh. Many hours spent in "chat." Totally useless. Waste of time, money and energy. Dump your stock in this looser!!

I was unable to access my software and I was mislead into paying another $50.00 to renew my subscription. When I complained I was told that I should have unchecked some box or other
and that I would always have access to the basic software. I never accessed any more lessons but Rosetta Stone refused to refund my money. Initially when I installed the programs there were technical issues and often I could not understand the technician's English.

I needed technical support. Their new chat support service worked wonderfully. When I called the support number initially, I reached a tech who spoke passable English within one minute. I used to think Rosetta Stone's customer service was pretty stinky; now I think it's much better.

Attemped to update system. First reached a technician who wanted to charge me a fee. Second gave me a site to download. Then program no longer functioned at all. Tech. on phone seemed incompetent. Was unable to resolve issue after time and effort.

I was sold this product when I told the person that it was too expensive, I had given my card number when I thought it would be $79.77, then after I had given my number I was told it would be $399.00 in installments, I said I could not afford that, was hung up on, so I thought that was the end of it, but 2 days later I received the package, I went on line to customer service and they wanted to charge me $38, I finally found a number and have left messages to call me as my bank card has money taken out this is not way to do business

Hours upon hours on hold. I finally gave up and selected the # for "sales". My call was answered in 30 seconds but of course they said I should call customer service for my issue. I explained that it was not possible to reach a person for that but yet 30 seconds for sales. The agent suggested that this was because the commitment to customer service required more time. "Oh," I said, "so there are many more calls for problems than for sales?" "No," she replied, sales take 1 or 2 minutes but problem solving requires much longer." BS - their priority is on getting your money NOT making sure you get what you pay for. A one-way street if I ever saw one.

I have been sitting here on permahold for over an hour! All I really want to do is purchase more levels. Rosetta Stone has the worst after market support on earth. I tried calling the sales number and they answer on the first ring. Of course they quickly blow you off when the hear you are already a customer. They will not even let you purchase more stuff at the new sales number. This is awfull!

This product does not run on my new computer (win7), which is strange because all my other software packages are able to run with different settings. I phoned rosetta stone and they told me they would send me an email with a link to an update. This didn't arrive. I called again next day, they said the same thing. Again, the email didn't arrive. It is annoying enough that an update would be required to run something on a new computer, but this service is ridiculous.

I am totally disgusted. I have been using Rosetta stone and I was pleased, but I was forced to update the software and now it does not work. I tried to get tech support I was told if I did it over the phone they would charge me I shoud use the chat. I did the chat and got disconnected I had to resend my information 5 times with 5 different agents Each time getting just a little further to only be disconneted again, I basically now have a useless system that I paid a lot of money for what a joke I am going to make sure I tell everyone not to waste their money on Rosetta stone what a rip off. I deleted the system and tried to reinstall the software and it won't install

Rosetta Stone has the worst customer service and technical support I have every come across. The Tech person was distracted by something else. I repeatedly has to ask, "Are you there?" I finally asked them to stay on the line until my program ran. He didn't. I hung up and used the on line. They did not want to wait to help me get set up and gave me a case#. I wish I never would have bought their product. Invest in classes instead of Rosetta Stone.

There was a billing issue with my account that I was not notified about until a month later in spite of other debits to my bank after that one. When I called the person I spoke to was rude. I was transferred and put on hold for long periods of time. The issue is still not resolved and to top it off while I'm on hold now I start receiving emails about the issues with my account that I should have gotten a month ago.

I have tried repeatedly to speak with someone from customer service who I can understand and who can understand me---this is ridiculous---I need assistance in reactivating my R.S onto a new computer as my old one crashed---can someone please help me.

I purchased Totale (French) in December. I have not be able to get the microphone to recognize my voice. I am using a new PC with Windows 7. I have been on the phone and spent numerous hours with e-mails. The support is horrible. I have heard on a number of sites that there are issues with the microphone. No support from Rosetta Stone on this issue. I want my money back.

Just spent about 20 minutes with Rosetta Stone online technical help. Not helpful. My issue is that I'm on a Mac. My system software was recently updated and my version of Rosetta Stone no longer works with the latest system update.
When I contact them to get a software update that will be compatible with OSX Lion, it appears they would like me to update to version 3 or 4 for a mere $124 plus tax and shipping. Basically, repurchasing what I've already bought.
I won't be investing any further money with a company that can't even support their own product without a hefty fee. What happens when the next system update comes along? Do I drop a few more hundred into their pockets. I don't think so.

Advertising is misleading and the "free demo cd" is not for real. I tried to get a free demo cd on three occassions and failed each time. The first time after answering 20 mintues of "background" questions like "where would you like to travel" and so on, I finally told the rep that I was hanging up unless he just sent me the demo cd. He continued to ask questions and I hung up. The 2nd time I called I GOT 10 MINUTES OF "BACKGROUND" QUESTIONS and then told the rep I just wanted to receive the free demo cd they were advertising. I was told to go on the company website and see the demo. No free demo cd sent. Yesterday I tried again and after 5-7 minutes of backgroun questions I again said I wanted a free demo cd. I was told they'd send me a starter kit and wanted a deposit. The advertising is false and the ability to just send out what was advertised is non existant.

Got this as a Christmas present. Installed V 4. It immediately went to the web and installed a completely differnt version. this one is web based. It took forever, and it didn't work at all. Spent 15 minutes waiting for someone to answer the phone. they answered and said they would have to call me back.
I'm still waiting.
what a Joke.

Impossible to install v4 on any computer (we tried 3, one on windows XP, two on Windows 7). For a $500+ software this is not acceptable.
The online subsciption expired also after 6 months, there is no reason for this to happen, it should last 6 months after we do login the first training online, not when we install the CD on a computer...

Did not rec. product in 2 days as advertised. Was told that it took 1-2 days to process. When I suggested that should be in the email ads I rec. was told it was there "somewhere." Look for it. "Sorry for the inconvenience."

False advertising.

The actual product, when it works, is undeniably fantastic. However, their customer service is verging on appalling. When my Rosetta Stone product uninstalled itself via an update (that I wasn't allowed not to do), I have since struggled to get a clear answer from them regarding installation. You get two installations per purchase... But what if your product uninstalls? Do you have to use up your second on the same computer, only for it to later uninstall itself again? I certainly can't tell you - after nearly two months of trying to find out via the Rosetta Stone email helpdesk. Ironically it also seems that whoever is the other end of the computer can't understand / write sufficient English to answer my query. After paying so much for this product I am deeply disappointed at this customer service.

Rosetta Stone needs to better train its customer service helpdesk employees - give them the knowledge to understand what is going on, the solutions to overcome the problem, and the language to communicate this.

Hate these people! I have problems with one teeny-tiny little button, and now I have to call and probably be on hold for the rest of my life just to get that button fixed! SERIOUSLY, ROSETTA STONE!