Nuance

Every one of Nuance's PDF Creator Professional product versions that I've had the displeasure of using have been totally unreliable. There were always numerous workarounds necessary in order to make certain functions work. No edition/version worked as specified/advertised. For example: In order to use Word as your editor in Outlook, you have to disable it in Word or vice versa. Disabling certain aspects of the program is the only way to use at least some of the program. At best, perhaps only 50% of the functions were usable.

Their customer service is equally dysfunctional. If you call for technical support, you get a tech rep who is not as savvy as they should be and causes more time and energy to be spent than is necessary and doesn't solve the problem. Or, he tells you that there's nothing they can do --it's a BUG in the program. After discussing this with their marketing department, they sent me a new demo copy of a later edition and it too didn't work as advertised! I recently called tech support in December 2011 after getting a new computer with Windows 7 because now my versions of their program (including marketing's demo copy) runs at only 5% effectiveness. Their support people and management team kept bouncing me back and forth with the promise that someone would help me. Two months later, nothing is resolved. No offer to help, compensate, nothing.

I purchased Nuance's premium package. It cost me $481.38. I just want to simply return these unopened products with in my 30 days but I can't process my refund because they don't have my order number. I tried to request this refund through their un-user friendly website but they have no record of my order number or credit card account number. I no longer have a use for this product and just want a refund because I am within there 30 days return policy. I'm affraid by the time and if I ever to reach them about this matter, I will not have the right to return their product.

I purchased Dragon 11.5 Home Edition PC to use on my XP computer. It will not install. There is nothing on the CD. I am furious with this company because I get a run around no matter which direction I turn. They do not have an e-mail that I can find for technical support and I don't want to be on hold for who knows how long without an 800 number to get help.

I purchased Dragon 11.5 PC home edition to use on my XP computer. It will not install, there is nothing on the CD. I am furious with this company because I get a run around no matter which direction I turn. They do not have an email that I can find for technical support and I don't want to be on hold for who knows how long without an 800# to get help.

Good luck doing business with this company. I purchased Dragon for my grandson, but he didn't want it. I hadn't even opened the shipping package. I went to their website for information on returns. There is only one phone number at their site, no matter what dept you want. For customer service it says, "For help with product/sales inquiries, activation, licensing, registration and returns, call to speak with a Customer Service advisor." So I clicked on the customer service link. There is nothing there to describe how to make a return. So I called the headquarters number, eventually reached a human who gave me the phone number for returns (800-654-1187).

When I called, the rep asked for my account number. I read every number that was on the address label (delivery number, reference number). She said no, it would have 16 digits. I said "forget it, I'll pay the return postage myself." Then it occurred to me perhaps she had meant my credit card number. A few days later I called back on their main number. I called repeatedly for a week and nobody answered at any of the departments, and nobody responded to my voice mail. So I tried again--the voice activated "operator" could not understand what department I wanted. I finally got customer service. This time I was asked for the "order number."

I'm sitting there with my credit card in front of me and of course the package was in the car. So I asked for their direct customer service number and called back. She looked up my order by my email address which I guess she could have done in the first place. She said she would send me instructions on how to return the product. She gave me the address: Hewlett Packard, ATTN SPS-RMA Department, 165 Dascomb Road, Andover, MA01810 but I'm going to wait till I get written instructions.

My computer crashed. HD wiped it. I tried to reload Paperport 14 Pro into the new PC. Nuance website wouldn't accept registration. The program is now limited to 5 uses. The support is via a web portal and only accepts a written problem description. FAQs suck. It is nowhere near real time, and time is of the essence. I am waiting on a reply.

Like all of the previous posts clearly indicated on this website, I have had to wait for very long periods to talk to a live voice for support. My Dragon Naturally Speaking Home 11.5 simply will not start in my Windows 7 PC. I have not experienced this many problems with an application in years, literally, in 5 years. I am wasting a lot of time and telephone expense just to try to get this product to start. Just to start. Yes, I registered it. I am not happy!

Just got Dragon Dictate for Mac, I could not get mic level set. Microphone they supplied with software comes up as unsupported. I went to their forums page and learned that many of the mics they ship don't work at all. Of course, it's a Friday and I work during the week and their customer support line has limited hours 9-5 M-F. Their tech support line is long distance, no 1-800 number.

I purchased a travel bar scanner, the original computer it was installed on was stolen and I have installed it on my new laptop. Now I cannot register it, when I follow the instructions it tells me to obtain the serial number from the help selection of the application which happens to be blank and of the serial number off the unit itself means nothing. The registration software opens on every start up; if I attempt to cancel the registration it crashes and comes back at the next start up so all I can do is defer it for 7 days at a time.

Unbelievable!

I have TextBridge Pro 11 purchased from Newance.com. The program has problem and goes into an appcrash when opening the direct OCR. I went throuh signing up at there website so I could use technical support. I selected from the drop down menu TextBridge and a Vista OS ,and the their website says there is no matches. I am blind and use Newance Visioneer 7400 scanner with their TextBridge Pro 11 to read my mail. This creates a big problem and Newance seems to have no technical support. I have been using TextBridge Pro 11 for 3 years and know if Newance would take the time, this problem could be resolved. Can you help please! Thanks, a blind man that truly frustrated!

I bought the PDF Converter for $99. When the serial number wouldn't work, I tried to contact customer support or technical support by email. It has been ten days now and I've sent twelve emails to no avail. When I try to contract technical support, I go through the telephone version of "who's on first". After two hours of trying, I finally gave up trying to contact them by phone. When I finally got a hold of customer support, I got someone who was hard to understand and didn't understand me very well either. I called back. This time, I got someone who spoke reasonable English, but didn't care either way. A third call resulted in a phone number that was disconnected. A fifth phone call ended with a lost connection. A sixth call resulted in more excuses as to why I needed to talk to technical support, so they transferred me to an international operator who spoke no English at all.

I finally asked for a full refund. An email was supposed to be coming explaining the process. That was three days ago. If you buy anything from this company, you deserve all the headaches you will get. You've been forewarned. It is not like I was asking for them to redesign the software. I just wanted to use the software. I can't imagine what would have happened if I had a real problem.

I have purchased more than 25 software (retail) packages in the past decade from Nuance and those companies that were swallowed (in corporate takeovers) by Nuance. Amongst those software packages are: OmniPage Pro (almost every version, now at version 17), OmniPage Standard (at least five licenses), PDF Pro & PDF Pro Converter (at least 10 licenses); PaperPort Pro and PaperPort Standard (at least 10 licenses); Dragon Naturally Speaking in various versions (at least 5 licenses); Form-Filler (at least 4 licenses). Having said that, many of these purchases were made with the companies who marketed the above software before they were purchased by Nuance Communications, Inc. Up until the time that Nuance took these companies over, I never had a single thing negative on the customer service and licensing side of the business. I bought these products because they are good, they do what they are supposed to do, and although OmniPage Pro used to be very overpriced, I paid the premium for it because it delivered.

Since Nuance has taken over the management of these products (still near flawless in terms of the software's execution of intended purpose), some really horrific things have taken place:

1) When a customer purchases Nuance software and installs it, an "Ereg.exe" installs itself on that machine's "startup" programs without permission; launching itself each and every time the computer's operating system starts up. Not normally a big deal, but this program places an annoying amount of strain on the startup of even powerful computers so much so that the startup process is slowed considerably.

2) The same "Ereg.exe" (Nuance) program will throw a pop-up screen over and over (and even after you register the software under your name with Nuance) demanding that you register with Nuance.

3) Once you register the software with Nuance and grow tired of the annoying nagging from Nuance's "Ereg.exe" to register your software (but you already did that), you seek ways to remove the message (thinking this must be a "bug" that Nuance has somehow failed to recognize and repair). Remove the "Ereg.exe" and some of the other programs Nuance plants in your startup directory with every single one of their software products and soon you will receive a message that you need to register or your software will no longer work (I have screenshots in .jpg with the exact wording).

4) Nuance exercises a "remote kill" command to your software. Your software (since December of 2010 until now; six weeks, Nuance has "remote killed" my new PDF Converter Pro 7, two licensed copies; one on each machine; my 10-month old version of OmniPage 17 Std) is unusable.

5) Here is where the devious behavior is troubling; once you attempt to log in to the Nuance website to inquire as to why (for what reason, exactly) did this company renege on its contractual responsibility, you are not allowed (I've got .jpg screenshots of this, too) to make contact because their customer service has preemptively canceled your software license; disallowing you to make any complaint. I have so many Nuance software licenses, however, that two were left yet un-cancelled and I entered a complaint under a different software license number and attached numerous .PDF files with screenshots.

6) I received a very terse reply from a customer service representative named "Cherry".

7) In response (with all of my new software licenses still "killed" and non-functional, I sent another complaint through the Nuance "Customer Service" website (again, if I had not purchased so many other software licenses from this company, there would not have been any conceivable way to register any complaint; your account is just "grayed out" and there is no way to make contact. Very, very frustrating. I did the same two more times.

8) About a week later, a "customer service" representative writes (all their emails are "No Reply" type; you can only dialog through their cursed website that is intended, very much by design to be frustrating, limiting and time-consuming to use) that they have "reinstated" the licenses on the half-dozen pieces of software (some less than one month old) they had put the "kill bit" on. Not much of any type of apology nor explanation after all the horrible things they had done, hundreds of lost work hours caused and unquantifiable grief caused by their negligence.

9) Okay, "forgive & forget", right? With it just after Christmas (and my not being a Jewish lawyer), I said, "Water under the bridge; no need to lose any more time over that, right?"

10) Within a week, the dooming messages from the Nuance God of Termination was upon me once again. Yes, this time it was intending to "kill bit" my two licensed (and less than 10 weeks old) copies of PDF Converter Pro v. 7; and it was now also after my 10-month old version of OmniPage Std. v.17 (and Nuance has "kill bit" all three software packages, again!)

11) More weaving through the Nuance obstacle course they call "Nuance Customer Service" to get my complaint logged (again, with those licenses "killed" there would be no way to contact Nuance, if I did not have other still yet to be "killed bit" software licenses to click on).

12) I wrote more emails, this time with the heading: "a copy of all attachments and this complaint will be sent by U.S. Postal Service to Nuance Communications, Inc. Headquarters in Burlington, Massachusetts." Bozos could not reply fast enough with apologies.

13) Still the basis of the problem (the Nuance "Ereg.exe" placed in your Startup Registry coupled with Nuance's annoying ability and desire to remotely "kill bit" the new software you just paid for and installed) has not been resolved.

14 ) It seems to me that Nuance operates a bit of an extortion scheme by killing the software then stating the only way that Nuance will allow that customer to communicate with their customer service is to pay US $9.95 ("What is your Visa credit card number?" is what it asked me.)

13. ) Many will likely pay this (since they may not have other licenses still active with Nuance through which they might gain access to register their problem/complaint.

15) It seems to me that Nuance is acting in bad faith.

computer stores.

17) Nuance is a company with more than US $1 billion sales annually. They are a U.S. registered (although very internationally outwardly focused) company; they do not need to behave like this.

18) I sincerely feel (for the first time in more than 20 years of using computers and software on personally owned computers) that I have been "bullied" by a software company from whom I have purchased many licenses in good faith.

19) What Nuance is doing is patently wrong. A lawsuit needs to be filed. A remedy for all those whom have suffered at the hands of this out of control bully of a company must be reached.

20) I believe that Nuance has acted in bad faith and continues to attempt to extort money from its own customers to grant access to Nuance "Customer Service" so that they might have a chance of getting the software Nuance killed/remotely made to cease function to once again function as promised in advertising, store displays, emails, etc.

I've got more than 100 hours of time (documented) put into addressing these problems and business obligations unfulfilled because I was unable to use the PDF Converter Pro v.7 amounting to several thousand dollars in deliverable product/services lost.

I'll start off by saying Nuance has turned out to be the most difficult company I have had to deal with, ever. Everything from ordering to customer support for Dragon Naturally Speaking was difficult and annoying. The website is a little confusing. I got the product ordered, by talking to someone. They had different, more expensive, prices than advertised on the website. I received an order confirmation email with a download link. I went to the link and had to search for something about downloading. That took me to another page where it said right click on the download button- there was no download button.

I called customer service about the download thing and they seem to only deal with online orders. Since I talked with a person that isn't and online order. Support couldn't work with just an order no., they wanted to know everything, name, address, phone no. etc. yet they could pull up the order by just the order number. Well, it turns out you can't download a copy. Then I received a shipping notice with a UPS tracking no., only asking for a billing address. Mine is a PO box so I figured they were shipping via US Post since they didn't ask for a shipping address. I paid for express shipping. UPS won't ship to a PO box so I had to go back and have them change which will probably delay my express shipping by a day or more.

The first "2" downloads took roughly 1.25 to 1.5 hours each to load, only to end up showing a "corrupt files" error code which required online support each time taking anywhere from 1/2 hour to an hour on the phone each time. I downloaded a 3rd time (another hour and a half) and this time was able to open it. The next day when I restarted my computer, it wouldn't work. When I finally had some time to deal with it, I spent in excess of an hour on the phone with a tech in the Philippines that was able to delve deep into my computer User settings with me to get it working. It worked well until the next day.

Once again, I had to phone Nuance at the expense of another 1 to 1.5 hours and dealt with another tech in the Philippines. This guy had nowhere near the experience that the previous tech had and after roughly an hour and a half of unsuccessful "User" setting manipulation on my computer, he had me set up a completely new User. Dragon worked on it initially and he promptly advised it was a computer settings problem on the other user account and not a Dragon problem. I asked for the other tech I had previously dealt with but he was unavailable. I insisted that they assist in changing the settings on my primary User account as it's the one I deal with for emails, document filing, etc.

I sent an email demanding this help and they sent me a return email requesting that I capture screen shots of the error codes and send them in. Another hour wasted doing so. I didn't receive any reply and soon received an email to the effect that they hadn't heard from me so would close the file within 7 days assuming everything was okay. I advised that I was still waiting for a response to the email I sent with the screen shots.

To this day, I have never received any response to the email I sent with all the screen shots and information they requested. Furthermore, I have 2 files on my home screen that the last tech had me create with numerous changes to User settings. I'm not sure what to do with these, or if there have been changes made that should be reversed. I know for sure that there were duplicate or "alternate" files created and I am afraid that this will result in future confusion when I have someone try and straighten it out.

Unbelievably, I receive a response that the 30 day return policy has expired and I am not eligible for a refund. More time wasted writing an email explaining my problem only to get a response that tells me to contact customer service. They are now ignoring my emails, though I continue to receive their promotional sales emails every couple of days.Their sales department is far more efficient than their service department. I receive promotional emails every few days and at one point received 2 calls in one day from sales people, "during" the period I was having all the problems with Dragon 11. I asked to be removed from their call list.

I threatened them that I would carry this complaint to the Better Business Bureau, complaint Blogs and anyone else that could rattle them out of their Care-Less attitude, but it didn't faze them at all. Nuance must be sent a message that their service and product quality had better improve, or be told that they will face a class action lawsuit for overselling and under delivering.

I am out hours of my time, untold frustration and anger, and $149.99 USD. I want the $149.99 returned.

On November 18, I ordered and upgraded to a special package. On November 26, I sent an email request and answer to problem of non-shipping. On December 7, I got a reply that the item was shipping and they finally gave me a phone number. **. Remember this because I don't think they were supposed to give it out. I called and canceled order. On December 8, my credit card was charged.

They started a return I never got it. I called back on December 14 and they said 24 to 48 hours after they get it back they will start process. I did what I was supposed to do. They did not reply to my emails. Next stop is to ask AMEX to charge back. I should have known since Ver 10 never really worked but was hoping. Too bad I will never know. Company is too greedy.

2 weeks of daily automated phone calls to me at 9:30am attempting to sell additional products. No method available from Nuance to stop this harassment. All calls to this company lead nowhere for their sales tactics.

Making corrections as you type is necessary, but IMHO, teeny infractions also occur unnoticed, such that when you conclude, new small errors are unconsciously built into your profile. This can degrade accuracy.

In contrast, earlier Dragon products allowed you to inhibit updating your profile at conclusion, by a simple keystroke. Thus incremental error was inhibited. Why can't dictate (10) do this as well? Is there a way to do this? Have you had such occur? Thanks!

Just to echo other comments, I was tempted to buy the Dragontalk 11 upgrade, and called to ask a few questions, as I am getting a new computer with a new operating system. The person on the phone, obviously living far away, was not understandable, and could not answer my questions, and could not transfer me to someone who could.

The number I was given for tech support usually gives a fax signal, but sometimes rings through to a voice line. Then when you go through the menu, and you do not have a prepaid support contract, it hangs up on you. I've had trouble before with Nuance. The PDF program I bought never worked right, and it kept saying I was not registered, then getting a hold of someone to get it working was like the previous description, then it would stop working again, a few months later.

They are terrible. Is anyone at the company reading this? Do they care? Or does the CEO just take his millions, and that is it. The rest of you, be **. They need more competitions in this field.

I ordered the Dragon V11 upgrade the moment I heard about it. Since I ordered it, I've received two junk mail solicitations to order it. Because I'm living temporarily in Vancouver, Canada, it costs me $25 per mail piece to have my mail forwarded. So it has cost me $50 to receive junk mail about a product I've already ordered. May I have a credit for $50 against future purchases because of your careless error? I have supported this software since Version 5 -- i.e. I'm an extremely loyal customer. I also own Omnipage, Paperport and PDF Converter.

How can I be assured you will remove me from your junk mail lists? Thank you.

Don't do business with Nuance again. I bought a pdf converter through them and I expected to be able to download the product. I followed their instructions and was supposed to be able to see a "download" hyperlink. When I couldn't find it, I read the instructions again and searched through 3 web pages to be able to find a phone number for technical support.

I found a number and called but I learned that they don't provide technical support over the phone. So I directed the call to billing and explained the issue. I was told that the product wasn't available until August 23rd. It was August 24th. I explained to Liselle in Manila, Philippines and she said it would be 24 to 78 hours before I could download. I said I just wanted to cancel the order.

Nuance has a customer service department that is useless. They put you on hold for several minutes and then they can't tell you anything you can't find out yourself.

You ask why an order hasn't been shipped after five days, and they say they can't tell you because their warehouse isn't tied to customer service. Every department is isolated so they transfer you over and over until you give up.

I'm sad I still have to order from them because they bought MacSpeech and no one else sells a good dictation app.

They hide their phone numbers, and then they don't tell you they have multiple lines for various departments.

Shopping from them has been the worst ecommerce experience I've had in several years. You get better service from random people that you buy from on Ebay.

Nuance's customer service is the among the worst I've ever had to deal with. And Digital River, who handles their ecommerce, is incompetent as well. They don't want to help customers.

It's been nearly a week and my order status still hasn't changed.

If you can help it, avoid buying Nuance products or anything sold on the Digital River platform. They're the worst and don't care about their customers.

My wife received a pop-up on her computer last night that said:

"ScanSoft OmniPage SE 4.0 - Product Registration"

*Privacy assured"

"Register online with simple, secure registration through the Internet, or mail or fax a printed registration form."

Then it has buttons to "Register online; Print registration form; Remind me in 7 days."

My wife forwarded a screenprint of the pop up and asked me what to do. I told her to treat it as a spyware popup and kill it using Task Manager instead of the "X" button on the top of the pop-up (I've had some of those load spyware before).

After reading your site, i realize there are a lot of problems related to what happens if someone accidently hits the OK button on the NUANCE unwelcome pop-up.

We have a pretty good suite of pop-up blockers, firewall, virus protection, etc, but these people tend to come up with ways to break into our "homes" without being invited.

I purchased 2 programs for our company, Omnipage 17 and Converter 6 Professional then I received 2 open CDs, no box and no instructional manual. She told me to print the manual. Excuse me! We paid a lot of money for programs we don't know how to use and now, we have to manually print out the instructions? I was placed on hold and was told that I had to submit a complaint then was transferred to 3 people who sounded like the same damn person. Wow! Great customer service.

I tried and tried through you and that scam company to get my rebate. It is not worth spending so much time for a rebate. I just now tried to order Tornado PC to PC cable through you, went to pay through PayPal, click, continue and agree, Notice, info will be transferred to an unsecured site, What's up! I cancelled order. It's not worth it.

I bought the Nuance Product OmniPage 17. The supposedly one-time product activation process has failed, such that every time I launch the product, I have to go through the activation process again. When I tried to reach Nuance to get this matter fixed, their long distance number took a very long time to use with long introductory recordings and long sets of menu items to choose from, and then it would disconnect.

When I finally reached someone, she gave me another long distance number to call that also took a long time and turned out to be for the wrong products and eventually also disconnected. I gave up and took the very long time it takes to fill out forms to get a technical support account, but it only informed me that my product was already registered (which I knew) and gave me no other option. This manner of making it hard and expensive if not impossible for customers to reach a company is unacceptable. I would not recommend this product just on this basis alone.

Their product "Dragon Naturally Speaking" refuses to install. Claims to need "Visual C++ installed before Dragon Naturally Speaking can install. But it refuses to complete the C++ installation. I've tried to contact Nuance several times but each time they want me to fill out a survey. After this, they want a master password before they will go any further. They are absolutely unreachable. I have no idea what a master password might be. I don't find it anywhere in the accompanying paper work.

I have been a customer for many years and never requested anything. They cannot even be bothered to acknowledge, much less respond, to an email question. Their customer support is non-existent and their products are overpriced. I absolutely do not recommend dealing with a company having such poor business practices. Due to a computer theft, I no longer have access to software I purchased. I would be forced to totally re-purchase. On that note, I'll go elsewhere.

Scanned software contains a watermark regarding a Docucom.pdf trial, which appears when opening pdf files. The cause is not related to product activation and is apparently due a windows registry problem. The fix they recommend is time-consuming and so far ineffective.

8/31/09 - Issue - inability to even report PDF Pro's failure to be able to open a protected PDF file, despite having a confirmed key. Being unable to reach any Nuance representative, without paying a fee, to report their software's inability to open secured Adobe PDF files with confirmed keys, as proven by opening the files with Adobe's free reader, I contacted customer service via the Nuance website. In the communication I reported and explained the product's shortcoming.

9/9/09 I received a "do not reply" email from Nuance Customer Relations containing the following message: "Please follow the proper channel for registering and submitting a technical support incident. Information on accessing Technical Support can be found through the site....Because Nuance provides extremely limited free support, and I've had to report several bugs to date, the link would only allow me to report their software's lack of what should be a standard operating procedure at an email support fee of $9.95. It would be $10 additional if I wanted to call support.

Inability to open required university eBooks with the PDF PRO application and inability to even report the application's failure without paying Nuance to do so. Currently owning two of Nuance's products, given the way they treat their so called "valued customers," I will never give Nuance another dime and I urge anyone considering the purchase of a Nuance product to look for a substitute solution where customer service is more than lip service and marketing terminology.

12/3/07 I downloaded a 15-day trail version of PaperPort software from Nuance (I had to give my credit card number to get this trail version). The standard price of the software is $199.99 if the trial is not cancelled before 15 days. 12/10/07 I emailed Nuance, told them I was canceling before the 15 days, and asked that they not charge my credit card. 12/17/07 Nuance emailed me stating that I have ordered the software for $199.99. 12/18/07 $199.99 is billed to my credit card by Nuance. 12/19/07 I emailed Nuance. Nuance emailed me back stating We show your trial order was already cancelled, and your credit card has not been charged. Obviously, this was false. 12/2008 Notified my credit card company that I dispute this charge.

01/15/2008 No credit issued by Nuance. No contact from Nuance to explain why no credit issued. 01/2008 Had to fill out dispute form, print out web pages, wait in line at Post Office, and mail form (certified mail) to credit card company. Credit card company gave me very tight deadline and had set may traps that could cause my dispute to be denied without considering the facts. Credit card company seemed to want to believe the sellers' side of disputes. 02/15/2008 No credit issued by Nuance. No contact from Nuance.

By now they must have known that I was not willing to just pay them and forget about it. Were they hoping that I would miss my deadline with the credit card company, and win the dispute? 02/20/2008 Call Nuance toll free number asking for financial or legal departments. Rep was no help. Rep would not transfer me, would not give me direct department phone numbers, would not give department email addresses. No way to talk to a person that could resolve this.

02/20/2008 Filed electronic complaint with my State's Attorney General. 02/22/2008 Had to fill out another dispute form, print out web pages (AGAIN), wait in line at Post Office, and mail form (certified mail) to credit card company. Again, credit card company gave me very tight deadline and had set may traps that could cause my dispute to be denied without considering the facts. 03/03/2008, Credit card company finally credited the $199.99 back to my account. Still no contact from Nuance.

Lost time, 2 certified mailings, long distance phone calls, aggravation

The Product is Paperport.

1. They issued a service pack for Paperport Vers. 10 that requires you to have the original zipped downloaded file and unzip it again. Of course, this large file has been long ago deleted, and they will not help with the problem. So you cannot install the service pack even though you have a valid copy.

2. A call from an enthusiastic sales person offers a free 30 day trial and free shipping and handling if I upgrade.

3. They immediately charge my credit card before the item is shipped, and charge shipping and handling.

4. They do not respond to my emails, and their telephone representatives stonewall. I must request an RMA and am waiting for a refund.

I would have liked to have simply installed the service pack to version 10. I was led around the block here, and ended up with no upgrade and still without my money.