Reviews

Review Details

• Review fromDave M

  Date: 07/09/2024

  1 star

  Dave M

  Date: 07/09/2024

  I have been a Splashtop loyal customer since 2018. Not many issues over the years until today. I had 5 licenses with a card on file for automatic renewal. Until yesterday there had never been a single issue with my billing, however, this morning when I tried to log in I was prompted with a message that my subscription had expired and that I had to renew with a new plan which was almost double my existing plan. I contacted customer service and they stated that because my card was declined (BTW, the card is active, current expiration date, and no issues) that my old subscription was canceled and it could not be reinstated and the only way to continue with my plan was to upgrade to a new plan that they state gave me so much more. So, when I asked what new features was in this new plan, they stated the new features which are not new and were exactly the same features I was already getting. My feeling after speaking with the supervisor was that they made up a story that my card had been declined, could not produce evidence of any notification of the declined transaction and that they did this in order to force me into a new plan almost doubled in cost from my previous plan. Though their product is very good, their business practices are borderline fraudulent. I had no choice to renew because I had users trying to connect that were down and not having another alternative I had no choice. Had I had a choice, I would have sought out other alternatives but in this dire situation I had no choice. I think Splashtop is not to be trusted and I will be looking for other alternatives to remove desktop. Thank you Splashtop but no thanks, with friends like this who needs enemies. No loyalty towards customers whatsoever. Don't trust them.
  

  Splashtop Inc.

  Date: 07/11/2024

  Thank you for being a loyal Splashtop customer since 2018. We appreciate your feedback and are sorry to hear about your recent experience.We strive to provide the best service possible, and we apologize for any inconvenience you encountered. Regarding your billing issue, our records indicate that your card was declined four times. We did send out an email notification after the first declined charge. All four declines came back with error code "do_not_honor". This error typically indicates that the issuing bank declined the transaction for unspecified reasons. We recommend contacting your bank for more details. See this: ************************************************************ We understand your frustration with having to upgrade to a new plan, especially under these circumstances. Our goal is always to offer plans that provide the best value and features for our customers, and we regret that this change has caused you inconvenience.Your feedback is valuable to us, and we will use it to improve our services and customer support. If you have any further questions or need additional assistance, please feel free to reach out to our support team.Thank you for your understanding.

• Review fromAllen H

  Date: 10/13/2023

  1 star
  I was a long-time customer and paid for 1 full year of service at a time. One month after my most recent yearly payment, something changed in their software, and it would no longer work properly. I contacted their tech support for a few months without a resolution. They could not get it to work correctly. This is all documented with their tech support. So, of course, we find a service that works (TeamViewer) and then call and cancel our service with Splashtop. They would not refund us for the other 9 months that we did not use the service, let alone the 2 months we did not use it because it would not work. Had I known from the beginning that these were their business practices, we would not have ever used them for our remote access service for our business.

• Review fromTami B

  Date: 06/30/2022

  1 star
  I was having technical difficulties connecting to a remote computer and asked splashtop top to remote in and help out. Immediately after they were in the PC, fraudulent activity flooded the system. All bank accounts, Amazon and other programs had been hacked. Money was taken out of multiple bank accounts, purchases were made on Amazon and a long list of other awful things that I am not even going to write about. There is no other explanation of how this happened. Do not use this company ever. Worth every penny to use a well known remote access business who has top notch security backing them. Beyond furious.