Nuance Communications レビュー 94

***ALERT*** A class action lawsuit should've been filed against this company or should be in the immediate works. Breakdown: 1) purchased the CD in 2015 (worked well for a few years), 2) purchased the online version (worked well for a few months), 3) purchased another CD in 2023 that will not accept the serial number that's clearly on the envelope. Lastly, the customer service is nonexistent.

BEWARE
I have upgraded my laptop and wanted to transfer my Dragon software. Here is the measure I got

“We're sorry, our records show that your download file is no longer available because the Extended Download Service has expired. This service allowed us to keep a backup copy of your digital file for a maximum of 2 year(s) after the date of purchase. “

I ordered and paid for the Dragon Professional 16 download plus a microphone on 9 March 2023.
I am still waiting for the microphone 64 days later, and despite multiple attempts to communicate with Nuance, it remains outstanding. DHL has just told me this week that I need to pay a further £55.40 duty/tax before it can be delivered. The microphone cost £108.32. Nuance doesn't appear to be interested.

Be aware that the Nuance Naturally Speaking Licence Version 15 download is valid for only 2 years. After that time my recent download request was refused. I cannot say whether this restriction applies to other Nuance Software, but it is worth checking before purchase

Fraudulently charged for renewal in April 2022. I tried to cancel it last year in January 2022, and it wasn't done. There was no way to do it online, they don't provide an email address, so my only choice was to call their 800 number which has extremely limited hours. Thought it would all be OK since I called to cancel and since the old credit card number had expired but their company automatically updated my expiration date without my authorization!!!! I wanted it cancelled immediately a year ago and requested but never received proof of acknowledgement of the request. **I'm out $150, since I never authorized the renewal and never authorized Nuance or their company to change my credit card expiration date!! This is fraud!! and appears intentionally deceptive...I have a recent Masters Degree so it shouldn't be THIS complicated and tricky to cancel an automatic subscription. Due to this deception I was charged $150 last year for a service that was never used (that's a whole other story of how it was impossible to use with my laptop, despite meeting the system requirements, slowed down my PC to unmanageable level. since I work from home, it interfered with my ability to do my job ** IT IS ALSO EXTREMELY DIFFICULT TO CANCEL THE SUBSCRIPTION ONLINE, THE PHONE NUMBER HAS VERY LIMITED HOURS, AND THEY DO NOT HAVE AN EMAIL ADDRESS!!

Nuance are a great example of why markets need competition. They are exploiting their virtual monopoly on accurate dictation software to abuse their customers.

Two years ago they turned off Dragon 13. As in if you reinstall it you can’t activate it. Anyone who has ever met a computer will know that you’ll end up having to reboot it fairly frequently after it passes a certain (and rather low) age milestone, so it’s inevitable that you’ll need to reinstall Dragon again at some point. And when that happens: you’re screwed.

And just to be clear: this isn’t a case of they stopped supporting the program because OSs moved on. They just decided to turn it off so that everyone had to buy new software. They cover it up by claiming you get X number of activations per licence. In other words, they arbitrarily limit how many times you can activate the product (even though there are already controls in place to stop you installing it on multiple computers).

So, like a fool, I bought the next one. A couple of years ago the alternatives still didn’t come close.

Guess what? I went to re-download it today and discovered that I can’t. You can only download the installation files for two years after purchase. It’s buried in the terms and conditions somewhere, apparently.

If they cared about their customers even a little bit they’d have an automated email to remind them that the expiry date was due and help them to download it again and keep it in a safe place so they don’t get caught out.

But that doesn’t force people to repurchase software they’ve already bought, does it?

And they clearly don’t care about their customers because when I responded to their email advising me I could no longer download the software with much of the criticism I’ve written here, another customer services agent responded by…suggesting I purchase the software again.

It’d be laughable if it wasn’t that they’re taking my money and giving little back in return.

So beware: if you do business with Nuance know that they don’t care about you in the slightest. They’re only interested in your money and they will do some incredibly unfair and underhanded things to get you to give them more of it.

I fear this may be a response to the fact that the competition is catching up. Microsoft Word’s dictation feature is now pretty good. It lacks some of the ability to train specific words or add custom words, but that is surely coming.

Yet, rather than looking to cultivate a loyal user base who is happy to pay a premium for premium software, Nuance seem to be increasingly relying on squeezing their customers dry to get as much from them as they can before they realise they can go elsewhere.

I have RSI, but I’d rather have burning pains in my forearms than give Nuance any more money. No company should leave loyal customers who’ve paid (a lot) of money for their services feeling like they’ve been scammed.

I simply cannot trust them anymore.

Apparently, Nuance didn't get the memo about Google and Microsoft being almost up to Dragon's quality and decided that they'd rather squeeze every last penny out of their customers. I purchased a Dragon Professional Individual license a little over two years ago, uninstalled it from my old computer, and tried to install it on my new one. I followed their website's indications, and there was absolutely no mention that after two years, the link you received upon purchasing a license is no longer valid, so you should buy a new one - or at least that's what they think. So hold on to your .exe file when downloading Dragon for the first time. I know I certainly won't be scammed into paying another €400.

Ich fragte beim Support, wo man auf der Website sein Abo kündigen könnte. Kurz darauf erhielt ich eine Mail ohne jeglichen Kommentar, dass mein Abo verändert wurde. Ich hatte das nicht in Auftrag gegeben, niemanden dazu ermächtigt und auch niemanden darum gebeten. Also schrieb ich umgehend den Support erneut an mit der Frage, ob mein Konto gehackt worden sei. Darauf erhielt ich zur Abwechslung mal auf englisch die Nachricht, dass ich ja den Support angeschrieben habe.
Ich schrieb also wieder, dass ich nur wissen wollte, WO man auf der Website kündigen könne, weil ich noch unentschieden war.
Die Antwort? Genau der gleiche Mist auf englisch wie die erste Nachricht. Das bedeutet, dass meine Nachrichten gar nicht gelesen wurden!

Ich fasse das nochmal zusammen:
Ich stelle eine ganz offene Informationsfrage. Daraufhin wird unter Nutzung meiner persönlichen Daten mein Abo verändert - ohne Auftrag, ohne Ermächtigung, ohne Sinn und Verstand!
Statt siech dann für den Fauxpas zu entschuldigen bekomme ich zwei englische Antworten, die mittels Bot erstellt wurden.
DAS IST SCHON EIN STARKES STÜCK REGELVERSTOSS UND GESETZESÜBERTRETUNG!

Nun noch zur Leistung der Software:
Vor einigen Jahren war die Texterkennung richtig gut, deswegen war ich auch diesmal darauf gekommen.
Allerdings hat die Leistung erschreckend nachgelassen, so dass man diese Software nicht mehr kaufen kann!
Wundert mich nicht, wenn auch in der Entwicklung und Unternehmensspitze genauso Pfeifen sitzen wie im Support.

NIE WIEDER! FINGER WEG VON NUANCE!!!!

worst experience ever. I would rather self inflict pain and suffering than deal with these inept people again

I can't believe this scam. I purchased 2 handpieces, then a subscription. I'm in a doctor's office, purchased a subscription for 2 doctors. One of the doctors left. The new doctor does not use Dragon. I tried to cancel the subscription. They are making it next to impossible. To make things worse - they're telling me to write an e-mail saying "I understand I'll pay 4 months penalty" to get out of the contract. Nowhere is there any language about a 4 month penalty. This is hundreds of dollars. To ask me to write an e-mail like that is like putting a gun to my head, and make me say something like "yes, everything is fine".

Had problem caused by Microsoft – they basically changed how to do comments on a word document. After calling Nuance and speaking to Andres – he sorted a solution for me. The great thing about Nuance is that you can get to somebody very quickly and they will attempt to solve your problem – and also follow-up. Too many companies can't even be bothered to answer the phone…

Horrible customer service, auto-renew annual contracts despite requests to cancel. They “managed” Dragon Medical account for my private practice that I had to close due to COVID. Over 2+ years and numerous requests, they could NEVER set up an account for me to set up auto-pay - people … argh! STAY AWAY!!

I've been a long-standing user of excellent Nuance software (Omnipage, Paperport, Power PDF). Recently I bought their speech recognition software 'Dragon', and the experience couldn't have been worse:
On their global website, the product "Dragon Home" is presented throughout without any indication about the language packs, so I had to assume that I would be given the choice after the installation. But once I had ordered the product (for a substantial amount of money), it turned out that I would be only allowed the English language pack, although I needed the German one. As Nuance offers a "30-days satisfied or money back" guarantee, I asked for a refund, once, twice, and after a week for a 3rd time. I didn't get ANY reply, nor a refund. This is unacceptable.

I've not ever posted a negative review before but this deserves it. Like others I have had zero response to my emails about a refund that it required for my hardware. I bought the product not realising it cannot be used on an apple mac (my bad). They refunded the soft ware however, I received a shipping notification for the hardware (mic and headset) AFTER I'd cancelled the soft ware. When I called to query this I was told I have to wait for the hardware to arrive and return it to be able to get a refund. But...no hardware has ever arrived....still emailing about this and getting no where.

Complete waste of money, their products are poorly built, they do not accept responsibility for their failings. Customer service is non-existent you will find it impossible to get a refund for faulty products such as their PowerMic. I would give them no stars with no hope of improvement

No way to download a product purchased in 2019.
No way to get help that a phone number. Nuance customer service and after-sales service is back in the 19th century!

I find that the product is average - it is nothing that Microsoft Word (Dictation feature) cannot do! While this product did help me when I was injured and physically could not write, I found that once I was healed, it was MUCH faster for me to type myself. The copious amounts of spelling and grammatical errors was just not worth the time and effort - again - typing it yourself can be MUCH faster!

I was VERY annoyed at the lack of communication by this company when I wanted the software re-installed (incase I faced injury again) after my computer crashed (and prior to discovering that Word has similar software embedded in it.)

My emails remained unanswered! (I have now discovered Trust Pilot - hence the late reveiw), and that is the reason for my 1-star! (otherwise 3 stars for the product).

RESPOND TO YOUR EMAILS in future!

Do not buy no money back guarantee and customs charges £43 of physical products they do not tell you off and expect you to pay if you wish to return the item

Here is Dragon Naturally Speaking 15 very annoying problem: when it transcribes a dictated word or phrase incorrectly - as you're dictating to it in a Word document, and you say "spell that", Dragon presents some choices it thinks you meant to say. If one is accurate, say #3, and you say "choose number three", Dragon inserts the text of #3 TO THE LEFT OF the incorrect text, so that that incorrect text is still on the page, to the RIGHT of the cursor.

This requires, of course, that you delete that incorrect text. Is there some way to tell Dragon that if you state that one of its offered corrections is accurate, to first DELETE the incorrect text and insert the correct text in its place - so that the cursor is to the right of that correct text and you're ready to get on with dictating?

This is a very annoying glitch that ought to be very easy to fix.

I bought the Dragon home 15 software after using the free version on MS word. I am dyslexic so I thought it would be ideal.
The quality wasn't good, and the free software was better than the E199.00 paid version. I am not saying the software won't work for other people I am just saying it wasn't for me.
I battled with and asked for a refund within 12 days, they have a no-hassle 30-day refund policy, splashed all over their website.

Them: No problem, we can refund you E39.00.
ME: UM-WHAT? I paid E199.00 12 days ago.
Them: Oh, you bought dragon anywhere subscription that's non-refundable.
ME: No I didn't, when I bought dragon home 15 you offered me anywhere for free. I bought home.
Them: Have you got a screenshot.
ME:?
Them:?
ME: Yeah cause I randomly screenshot stuff. It's your offer! Here is the invoice and here is a screenshot of your 30-day refund policy.

Let's say six emails later I was offered a refund of E150. I PAID E199.00

Them: You didn't complete this ... online form.
ME: Ha, I did and here is the SCREENSHOT of the said form. (Fool me once.)

What a horrendous company to deal with. I am dyslexic so emailing is already frustrating, this company is shameful. Still not got any money back but I will. No-hassle refunds...yeah okay.