Ronald Bernier

Review of The Neat Company

I have had my Neat Connect scannet for approximate...

I have had my Neat Connect scannet for approximately 4 years. I have had a Neat Cloud for the full time. I recently decided that I want to connect to my OneDrive and/or Dropbox account(s). I subsequuently learned that I could not access either of my two cloud accounts as my NeatConnect firmware was outdate. Despite repeated attempts to update my firmware I could not (I continuously received a message that my firmware was up to date (02.03.02.06)). After posting an inquiry to the Neat user community, I learned that the latest version of the firmware wad actually 02.05.02.03.

This morning (05/29) I contacted Neat support. First, I spoke with Marilou. Marilou worked worked with me for nearly an hour troubleshooting (via the remote connection). Initially, my NeatConnect was not connected to my computer. Marilou was working with me in order to get my computer and NeatConnect scanner talking to each other so that she could remotely update the firmware. Unfortunately, I lost my internet connection and subsequentl the remote seesion was seveted.

After getting my internet connection re-established, I again contacted Neat support. This time, I was connected to Alvi. I explained to Alvi that I had previously/earlier spoken with and worked with Marilou but had lost my connection. I explained to Alvi, in effort to prevent a duplication of efforts, the steps that had already been completed. I then suggested that I believed we were at the point where I though we needed to move forward with remotely updating the scanner firmware. Alvi was professional (as was Marilou) and kept me apprised of every step that he was taking. Alvi downloaded the necessary software and firmware to my computer and successfully update my firmware. After the update I was able to scan successfully directly to OneDrive. I have not yet set up scanning to Dropbox, but I feel confident that I will have no issues.

I have been using Neatscannersan software for seven plus years (first Neat desktop scanner and now my NeatConnect scanner). In all this time, I have never previously had to contact support. My experience(s) today were very pleasant. Both Alvi and Marilou demonstrated that they are not only very professional, but they both also demonstrated that they are very knowledgeable. It was a pleasure dealing with both of them. As a customer, I am very appreciative that the Neat Company has such excellent technical support personnel representing them.