ComplaintsforNuance Communications, Inc.

• Initial Complaint

  05/24/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased Dragon Professional Individual 15 for $449.00 before taxes in September of 2020 - this was a perpetual license! I then had to buy a new computer. The software said that I had activated 5 times already, which is absolutely not true! They do this with people so they can buy the newer version! When I called them this morning (5/24/24) the customer service person I spoke with hung up on me after he said that there was nothing he can do. I paid for an item for which I am unable to use now, despite the fact that I should have 3 activations left! There is no mention on their website that the expires. However, it is very clear that this is just something this company does!

  

  Business response

  05/28/2024

  Hello - We apologize for the inconvenience the customer experienced with their Dragon Professional V15 activation issue.  ******************** team have followed up with the customer, provided a direct download link and verified the customer's serial number to ensure successful download and activation.  Since we have no prior tickets or incidents logged with this customer about this issue, we are reaching out to confirm with the customer on what number was called for support and believe it may have been an unauthorized reseller or illegitimate business.   We look forward to working with the customer for final resolution.  For any other technical assistance, the customer can contact ******************** Technical Support at ************** Select Option 2, then Option 3 from Monday to Friday, 9:00 AM to 8:00 PM **************** Time.  For Nuance **************** Team at ************** from Monday to Friday 9:00 AM to 8:00 PM EST.

• Initial Complaint

  05/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased Dragon Professional Individual 15 for $525.00 after taxes - this was a perpetual license. I then had to switch computers due to a virus - they refused to provide me with the download link for the software I purchased because it has been more than 2 years. This is shockingly poor service. I paid for an item for which I am unable to use 2 years after purchased - there is no mention on their website that the item is non-functional after 2 years of use. They do have the download link on their servers but they wanted me to re-purchase it, despite me having previously had a perpetual software license.

  

  Business response

  05/22/2024

  Thank you for submitting your concern to our team. This is to inform you that our **************** team has provided the requested Dragon Professional V15 download link with instructions.We apologize for any inconvenience this may have caused and we appreciate your patience. Please do not hesitate to contact our **************** ************ for any non-technical issues and product registration,or our Technical Support, ************** for technical assistance.  Thank you for choosing our services and we look forward to serving you in the future.
  

• Initial Complaint

  04/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased Dragon Professional Individual 15 for $525.00 after taxes - this was a perpetual license. I then had to switch computers due to a virus - they refused to provide me with the download link for the software I purchased because it has been more than 2 years. This is shockingly poor service. I paid for an item for which I am unable to use 2 years after purchased - there is no mention on their website that the item is non-functional after 2 years of use. They do have the download link on their servers but they wanted me to re-purchase it, despite me having previously had a perpetual software license.

  

  Business response

  04/24/2024

  Hello! Our **************** team contacted the customer, provided the Dragon Professional V15 download files and confirmed the customer was successful with the product download.  We noticed no open incidents or calls were made to our CS team prior to this submitted complaint so we assume the customer may have contacted a fraudulent support line claiming to be Nuance Dragon support.  For future inquiries, please contact our Nuance **************** line ************** for orders, product registration, returns, etc. or our Nuance technical support line ************** for any technical issues.  Thank you for your support. 

  Customer response

  04/24/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  They provided the download files after this complaint but I can guarantee that I did not call a fradulent line. In fact, I emailed the listed distributor who told me that no download files were going to be provided unless I purchased another copy.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ***********

   

   

  

  Business response

  04/30/2024

  Hello Our CS team has ensured and confirmed the customer received the ** 15 download.  Were also working with him to provide us with supporting docs on our third-party vendor, Digital River (DR),where the ** download was not provided.  We will ensure to update DR on acceptable customer practices for ** downloads to prevent any future issues.  For any questions or interests in ordering Dragon software, please contact our **************** at ************ or for technical assistance **************.  Thank you again for working with us to help promote good customer experience.

• Initial Complaint

  04/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Originally purchased in Dec. of 2019. That link didn't download, so they told me I had to refund and repurchase. Sure, I did that. I repaid the day I got my refund. They have no records of this only that they deactivated my account. I sent them multiple records that I have and they say they cannot find the additional purchase or where I had to buy a new license key number when My computer "blue-screen-of-death-*** me. These people are horrible and their customer service talks in circles around what you are asking them. I not only sent them the information they were requesting from multiple sources, but asked them if they could look up the payment info for the person that paid. I didn't want the information, I just wanted them to look at it to see if it was me that paid while I was giving the relevant payee info. Apparently, they don't keep the records required by US tax law, because they could not look up the payment info for who paid them... *******************. I actually want to go over to CaseCAT and add to the complaints they have. I have attached the RIDICUOULS thread ...They give you the run around while they don't keep any records past the first time you purchase. SHADY practices. They rely on CC and Court Reporters to sustain them because they have exclusive rights and no one can use anything else, but I absolutely see why they have a horrible rating here.

  

  Business response

  04/22/2024

  Hello - Thank you for working with our CS team to correct the ** V15 serial number issue.  Our CS team found after the customer's initial purchase on 12/11/2029 with our third-party vendor, it was refunded 2/12/2020 which was confirmed with the customer.  Unfortunately, we found the customer had received a compromised serial number from an unauthorized and fraudulent reseller which caused the ** V15 program not to function properly.  We appreciate working with the customer who provided proof of purchase which help our team confirm the invalid SN#.  Our CS team has issued a valid ** V15 serial number registered to this customer's email address and ensured successful ** installation.   To avoid potential scam websites claiming to be "Dragon support", please contact our **************** at ************ for any future Dragon software purchases or via our website *********************************************; Thank you for your continued support.

• Initial Complaint

  03/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased Dragon Home 15. I just had my laptop break and went to install it on my new laptop and I find out that I cannot download the software from the website to be able to install it. The customer support is garbage and I cannot get through. As someone with a disability who relies on this software to function everyday this is something I cannot overlook or forgive. I paid for this software and this company wants to make it so I cannot use it? I am having to have someone else type this for me as I am not able to. The *** states: "Nondiscrimination on the Basis of Disability by Public Accommodations and in Commercial Facilities This title prohibits private places of public accommodation from discriminating against individuals with disabilities. Examples of public accommodations include privately-owned, leased or operated facilities like hotels, restaurants, retail merchants, doctors offices, golf courses, private schools, day care centers, health clubs, sports stadiums, movie theaters, and so on. This title sets the minimum standards for accessibility for alterations and new construction of facilities. It also requires public accommodations to remove barriers in existing buildings where it is easy to do so without much difficulty or expense. This title directs businesses to make "reasonable modifications" to their usual ways of doing things when serving people with disabilities. It also requires that they take steps necessary to communicate effectively with customers with vision, hearing, and speech disabilities. This title is regulated and enforced by the U.S. ********** of ******** " and this should apply online as well. I should not have to jump through hoops that are almost insurmountable as a person with disabilites just to use the software I have already paid for. Shame on this company, shame on its Executives and the Board of directors for allowing this to happen.

  

  Business response

  03/27/2024

  Our **************** lead has reached out via phone and email multiple times with no response back from the customer.  What our ** did was they sent an email with the download link and license key to the customer, so they are able to use the product.  A call was never made to our department.  It seems the third-party vendor where the sale was purchased did not assist.  The customer should be all set.  If any issues they will need to reach out to the ** lead who left the voicemails with call back details for further help.

  Thanks

• Initial Complaint

  03/13/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  *September 22nd, 2023.*HIPAA violations, illegal, immoral and negligence. *Please review the attachment. No settlement. Deceitful. Careless. Sloppy. *Group Code: V3P9 (if applicable)

  

  Business response

  03/14/2024

  "Hello,thank you for your concern and feedback. You may have seen media coverage mentioning Nuance related to the Progress Software MOVEit Transfer incident. To be clear, that incident occurred in May 2023 to a third-party vendor, Progress Software, and there is no active incident affecting Nuance. None of Nuances solutions were impacted by the MOVEit Transfer incident; we have used the MOVEit Transfer application with certain customers for file transfers related to customer support.  All ******************** customers impacted by the MOVEit Transfer incident were previously notified.
  
  For background on the MOVEit Transfer incident: On May 31, 2023, Progress Software, the provider of the MOVEit Transfer application, which is widely used by organizations for secure file transfer, publicly disclosed to its customers,including Nuance, a vulnerability in the MOVEit application that was exploited by an unauthorized third party. Upon discovering that Progress Software was experiencing a security incident, we immediately took steps to secure the servers running the MOVEit Transfer application.  We promptly launched an investigation, with the assistance of ********** outside cybersecurity experts,including a leading law firm, and federal law enforcement. Nuance security, in conjunction with our cybersecurity experts, continues to monitor for any threat actor activity related to Progress Softwares MOVEit Transfer matter and potential relevance to Nuance and its customers.  Thank you again for your concern."

• Initial Complaint

  02/27/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  we signed a contract page that clearly states the term of our contract expires in 12 months. I tried to cancel the renewal for the next 12 months and have been unable to get a live person on the phone. The emails come from overseas email addresses with phone numbers that are also international. After a constant run around through various email chains, I get a response that our contract has to be cancelled 180 days in advance. I pointed out no where on the document that the business signed stated that. They send me a document that literally has 15 online access links, none of them actually have a clear description about which link contains specific terms of renewal or cancellation policies. The essentially hide and bury any relevant facts, do not make contacting any account representative that can accommodate US customers with live service calls, and have not responded to my last request. Since they would not allow us out of another 12 month renewal, I asked to pay for those 12 months in advance and have confirmation my account will be marked as closed and wont auto renew, without me having to go through this nonsense 180 days later as our contract term of the 12 months ends in March. I tried cancelling in January. I have not gotten any response. Cannot get a live person to return my phone call. Cannot get any justification as to how they are allowed to bury and hide contract terms in a barrage of online links without disclosing it on the actually singed contract page that states the arrangment was for 12 months. No one will help me. This is disgraceful, dishonest, business practice.

  

  Business response

  03/05/2024

  The Customer Success (***) team has been communicating and working with the customer on her DMO terms and conditions that will be more convenient and accessible.  The *** team has also assured to provide remaining amount to the customer until her contract end dates (3/7/2025 and 3/5/2025).  Accommodations have been created for processing payments to which the customer has agreed to.  Also, the customer was assured it will take a few days to provide information on remaining amount.  The status of these arrangements has been clarified with the customer as a resolution is underway.  Thank you for your patience and support.

  Customer response

  03/05/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as ***************************************** still auto-renewed our contract without our knowledge or consent.  They refer to a previously undisclosed document that was provided AFTER I tried to cancel the renewal for the next 12-month period.  The document I am referring to is the one with the 15 online links with unclear descriptions and lack of clearly defined terms upon contract signing. They require 180 days notice of change in to account status, which is unreasonable. They also did not provide any reminders that such a date had approached, no notifications that the account term had been renewed for another 12 months, no opportunities to discuss the continuing of the contract.  They intentionally bury this knowledge in hopes that businesses will keep paying for their services.  This is unethical business practice that intends to defraud customers into paying them. 

  I am not satisfied with the response I received.  I only received any contact because of the BBB involvement.  I want to get out of any relationship with this deceptive organization.

  The representative of Nuance who responded to this request and reached out to me stated I am responsible to pay for the next ***************************************** a dollar amount so I can pay this balance off now and confirmed that they will not auto-renew me at the next 180 day period and would mark my account cancelled in advance with no additional follow-up required from me in 180 days. He let me know that process would take a few days and that is what I am waiting to hear about however, that doesnt change the any of the above concerns.

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

  

  Business response

  03/13/2024

  Our HSN Customer Success team met with ****** today, 3/13, to review the autorenewal process of her contract.  Our team has noted to share her feedback to one of our partners who did not handle her contract transaction to satisfaction and will provide correction to ensure better response. The Customer Success team also shared the terms and conditions for contract cancellation and informed ****** it will be set to do not renew effective 3/7/2025.  They have also engaged the respective teams to provide the final invoice for pending payments until end date and will share once it is made available.  This was agreed by all parties. Please accept our apologies for any inconvenience and thank you for working with us to reach agreement and resolution.

• Initial Complaint

  01/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased Dragon home 15 from Nuance back in late 2021. I just got a new laptop and wished to install it on my new machine, but it wouldn't let me log into my account on the ********************** shop website, and it said I didn't have an account at all. So I couldn't download the installer.I just spent a further 426 euros to upgrade to Dragon professional 16. It installed fine on my old machine. You are allowed to have this software on more than one machine, so I tried installing it on my new laptop, but it requires an install of the previous version of Dragon to work. So now I can't use this software, which I need for work and I am disabled, my new laptop unless I spend over 700 euros To get a fresh version of the software. I have been informed that new ones customer support is notoriously terrible, and I can't even get through to them when calling. Previous people have had bad experiences with this business have had to make a complaint to have their issue resolved, so that's what I'm doing.I've spent close to a thousand euros on nuance products between Dragon home 15 and Dragon individual 16 upgrade, and I can't use them, because I cannot keep using this laptop for much longer because it is going to die.The amount of money I paid the business below is only the amount I paid today. I can't remember how much I paid initially for Dragon Home 15.

  

  Business response

  01/30/2024

  Hi-

  Please have the customer provide full details such as full customer name and address.  The email and contact number do not pull up in any of our systems.  Also, if possible, an order # as well.  We want to assist the customer with their concerns.

  Thanks.

  Customer response

  01/30/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I had to click that I'm not satisfied because I need to reply to the business as they asked for more information but gave no way to send it, and as their customer service/contact us form is abysmal, this is the only way. Also it's ridiculous that my information isn't bringing up anything, because the name I placed my orders with is MR ******* my business name, exactly as written.

  My details, as Nuance should name them

  Name: MR ************************************ ****************************** (on my current account and on the old one that THEIR WEBSITE stopped me from accessing and said didn't exist while I was logged in on another tab?)

  Contact number: ********** but DO NOT call me, I'm extremely hard of hearing and I set my phone to block calls.

  Address: 30 The Shroughan, ******, R93PF65, IE (and on my old account it was simply "**************" - I often went back and forth from ****** to Ireland then, but I'm just in Ireland now.)

  My order number from my order on January 30th, 2023 is 2390000424439

  That order shows me purchasing Dragon Professional 16 English Upgrade with a serial key of DP89A-R00-92U9-WQMY-8K - I still have the email and can provide screenshots if needed.

  I do not have my order number from my purchase of Dragon Home 15 on July 21, 2021, at 8:13 PM IST. I've searched every email account I have, as well as all my external hard drives and ****** Drive, but I don't have it. And obviously I can't access it through my account, as ********************'s terrible website says I never had an account. However, I do have the transaction ID of 2R539445E1152564M

  I pulled that information from PayPal, on my business account with the name MR ****** and the non-business name *********************** (not my name, do not call me that, it's a shared account. You can call me MR ****** as I go by my business name in life also.)

  It was also purchased with the name MR ****** and the email address ******************************, and its serial key is **********************

  Like I said, I can't get into that old Nuance Shop account. I tried logging in, and every time, it said my credentials didn't match. I did everything I could to get in. I ended up clicking on the help section of Dragon Home 15, clicking "register product" and it took me to a tab where I input my details as if I'd just purchased Dragon Home 15 yesterday just to see what would happen. When it came time to input the email above, it said I already had an account and let me log in. It showed me my purchase (no download link) and serial key, as well as some info. It even let me change my password.

  When I sent the account links/login links I was using to my other laptop, it wouldn't let me in. And while I was literally logged in on one tap, opening Nuance Shop on another tab and trying to log in just brought up the thing saying my credentials didn't match. Even when I clicked "forgot password" and input my email, it said it'd email me IF I had an account, and I never got any email, even in my spam. I input NUMEROUS email address I have access to "just in case" I used them when buying Dragon Home 15 in 2021 (knowing full well I used ******************************) but of course, no credentials matched Nuance's records.

  I have VIDEO PROOF of the above happening. Video proof of me logged in on one tab and unable to log in on another. The video also shows me clicking around in the account and getting "the request is blocked." Like, in one tab I was logged into my account (unfortunately it doesn't show the email I logged in with, but I ASSURE you it was the one mentioned above.) But on the other tab, it shows that same email isn't associated with an account while I'm trying to buy the Dragon 16 upgrade.

  I also have video evidence of my transaction buying Dragon Home 15 in 2021 from the same PayPal account I bought the upgrade with yesterday. I put together all of my clips and photographs in this unlisted ******* video here (tinyURL link made in case I had to somehow go on the phone and say the name of the link): *****************************

  So to reiterate:

  - Got Dragon Home 15 in 2021

  - Couldn't get back into my account using THE CORRECT EMAIL AND PASSWORD, SAVED BY MY PASSWORD MANAGER, until I clicked on "register product" in Dragon Home 15 (that was already registered and that I'd been using daily for over two years?)

  - Purchased upgrade, it made a whole new account with the same email address as my old one?

  - Installed upgrade fine on my OLD, ALMOST DEAD laptop.

  - Couldn't install upgrade on new laptop as I can't access my download link of Dragon Home 15 to download it so I can upgrade to 16. Also, I assumed I wouldn't NEED it installed. I assumed I could use both serial keys to prove it was an upgrade from 15, as this is what I've done with software upgrades from other companies in the past.

  So now I've spent 426 euros on an upgrade I can't use. And if I do NOT get this resolved, I'll be using Nuance's 30 day money back guarantee and getting rid of Dragon 16, then purchasing the discontinued Dragon Home 15 from a third party that still sells it, which I have bookmarked.

  To resolve this NONSENSICAL issue, I will accent one of the following:

  - The full version of Dragon Professional 16 so I can install it on my new laptop before I get rid of my old laptop

  OR

  - A **** download link for Dragon Home 15 (and a new serial key if it won't let me activate mine on a new machine) so I can download Dragon Professional 16 Upgrade and install it on my new laptop (and, if I can't DL it on the new machine because I used the serial key on another machine, I'll need a new serial key--and an explanation of why it can't be installed on multiple machines even though Nuance's website says new versions of Professional CAN be installed on multiple machines!)

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Mr

   

   

  

  Business response

  02/02/2024

  Our CS lead has reached out to the customer and has successfully resolved the issues.

  Thanks

• Initial Complaint

  12/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've come to find out this complaint has been filed against this company numerous times and they continue their unethical business practices. I purchased Dragon Naturally Speaking and used it happily until my computer bricked and was unrecoverable. I attempted to install Dragon on my new computer and was unable to do so. I contacted support and was told they limit how long you can download the installer, and implied I would need to purchase Dragon again before ending the call. There is no indication on their website whatsoever that the license expires. Limiting the installer download thus unethically forces customers to repurchase the software over and over. It's a scam, and I've discovered on ***************** and other social media sites that this company is famous (or infamous) for this business practices.

  

  Business response

  12/19/2023

  Hello-

  Our Technical support and **************** have no call or incidents for this customer.  It appears they called into the third-party vendor where the order was placed.   Our CS lead has reached out via phone and via email multiple times on 12/18 and 12/19 with details to reach out to the Nuance/MS team to assist with the activation issue.  As of now we have not heard back from the customer.  They need to call the number left on the voicemail for further assistance.

  Thank you.

• Initial Complaint

  09/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  **************************** received a ***** Notification from me detailing professional services provided to Nuance Communications, Inc./*********, **** under the terms of a verbal contract with senior software engineers for consultant collaboration feedback, installing iterations of the Nuance Dragon Professional software from freshly transmitted copies to the consultant as well as from Nuances DVDs purchased by the consultant. All attempts produced error codes indicating a conflict with the Windows 10 Professional operating system, and installation was aborted. Note: ********* completed the acquisition of Nuance on March 4, 2022. Source: ********* News.At issue was the recently acquired Nuance Communications, Inc. software packages that failed to load and/or install on a pristine installation of Windows 10 Premium, fully updated to *********'s specifications and operating all other major software packages including, but not limited to, ********* 365, Windows 10 Professional, Adobe Suite: Acrobat Professional, Indeed, Photoshop, and numerous other Adobe software packages,.********* Office, Cyberlink Software Suite, Grammarly Professional, Wondershare Software Suite, ESET Internet Security, and many other reputable software packages. The operation, validity, and conflict avoidance with Windows 10 Professional were analyzed and validated by Nuance's//*********'s Senior Software Experts during two sessions when they were given authorization to take remote control of the consultant's pristine Windows 10 Professional platform.The Consultant's system failed to boot after the second remote operation session by *********'s/Nuances Senior Software Engineers. Upon inspection by software experts at ************* the Consultant was informed that "someone had installed a Trojan Horse that wiped out the software programs and data directories on the Consultant's computer system. The only recourse was to replace the hardware platform and the software programs.

  

  Business response

  09/25/2023

  Dear *************,
  Thank you for your recent feedback.   In response to your previous communication dated January 6, 2022, documented in complaint #********, in good faith we refunded you $320.39,as well as offered you an extension on your support warranty to be utilized as needed.  Our support team attempted to reach out to you several times on January 10 - 13, 2022, to work with you on a specific error you were encountering, but never heard back from you.  The BBB closed out your file on January 24, 2022, as resolved since you had been refunded.  To date, there hasnt been any further communication with our support teams.   We received your second request for compensation in complaint # ********; however, your concerns had been addressed via complaint # ******** with a refund.  Based on these actions and resolution no monetary compensation will be granted; however, we would be happy to provide a complimentary copy of Dragon Professional V16.  Should you be interested in obtaining your complimentary copy of DP V16 please call ***************.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩