Paul Burgess Sr

Review of The Neat Company

I had a major problem with my legacy Neat 4.5 for ...

I had a major problem with my legacy Neat 4.5 for Mac not syncing with the new web based program. I called the support center and after about 10 minutes was connected to a tech. She introduced herself as Dolly and asked how she could help. I explained what was going on and she responded that there were two ways to go in fixing this. The first was to try and get the two programs to sync. She asked if she could remotely connect to my computer and try to fix the problem, I said yes and she connected and tried multiple times but the sync wouldn t stay connected. So that meant the long and tedious route of having to import the files manually. As the session proceeded we lost phone contact so we had to communicate by chat. After almost two hours I said to her that I understood what she was doing and said that there were probably people out there that needed her help more than I did now and that she could stop. We had just scratched the surface of my 5000+ files. I asked if she could send a copy of the chat when we were done and she said she would as there was good information in it. I thanked her and we ended the session.
I didn t have very high expectations for a resolution to my problem as I read many reviews that stated Neat Support was very hard to contact and if I did get through they were not very good at fixing problems. Dolly put those reviews to shame. She far exceeded what I expected and did it pleasantly. As she was doing things she would text me some things to do and what not to do. Dolly and Neat get 5 stars from me. She because she knew exactly what to do and Neat for hiring someone with her caliber of skills and excellent customer service!!! If you need help from Neat, I hope you get connected to Dolly, she was AWESOME!!