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Customer Review

26 of 29 people found the following review helpful
3.0 out of 5 stars Product is good, Customer service/Technical Support isn't!, 19 Nov. 2012
Verified Purchase(What is this?)
This review is from: Dragon NaturallySpeaking Premium 12.0 (PC) (DVD-ROM)
I have used Nuance on and off for about 10 years. it works and this version is the best yet. But.... and its a big BUT the after sales service is probably the worst I have come across.

I bought the software and had trouble installing the serial number - it said the serial number was for a different version. no problem I though I will ring Nuance. Got through to customer service and was given two options. Neither was for technical support but the message was that I should call another number for technical support. however, Nuance's recorded message didn't give it. went to website and did the call-up option in screen i typed in my question and asked for technical support's number in UK. Got a response telling to look on the USA or Canada website. obviously the respondent wasn't reading my comment. tried again and after a while he told me to look on the UK website and gave me the address. did that and.......no telephone number for technical support so I still couldn't call. The Nuance agent asked if he could help me anymore.. Yes can you give me the telephone number... answer its on the website ...but I cant find it, please tell me what it is? no response.

I then trawled Google got two suppliers in the UK called and was diverted immediately back to the USA. Got Francis who went through the query with me. resolved the issue in 29o minutes and now up and running.

Now I tend to believe that customer service and aftersales is one of the reasons you buy software. seems Nuance don't seem to think so. regret until another firm come up with dictation software looks like we will all have to suffer this poor service. I am dreading having problems with this not cheap software.
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Showing 1-1 of 1 posts in this discussion
Initial post: 22 Aug 2013 11:22:39 BDT
Hi.

What did you do to get it working? Other people are having the same trouble!
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