I bought the Rosetta Stone program for several hundreds from their website. Then I activated on two of my laptops. Unfortunately, one laptop failed to open the program after activation and the other one had a hard drive failure. When I tried to re-activate on my newly installed hard drive, I was told that I could not as too many programs had been installed (2). Attached is my transcript with the customer service rep.
[10:45 AM] Asif: Hello Oliver Ames. Thank you for contacting Rosetta Stone Technical Support. My name is Asif, how may I assist you?
[10:46 AM] Oliver Ames: Hello Asif, I originally set up rosetta stone on my laptop. Unfortunately my laptop hard-rive failed and I lost all of my info. Fortunately I have my rosetta stone install disks.
[10:46 AM] Oliver Ames: my problem is that I can’t activate or deactivate my product
[10:46 AM] Asif: I will be glad to help you.
[10:47 AM] Asif: I am sorry to hear that.
[10:47 AM] Asif: Let me know the first six characters of the Activation ID.
[10:47 AM] Oliver Ames: Sure. Just a moment
[10:48 AM] Oliver Ames: 3z6e2a
[10:48 AM] Asif: Thank you for the information.
[10:48 AM] Asif: Let me check the details.
[10:48 AM] Oliver Ames: great
[10:49 AM] Asif: I see that this activation id has been used twice to activate this software, we will not be able to activate it for a third time.
[10:49 AM] Asif: According to the End Users License Agreement, the ACTIVATION ID can be used to activate Rosetta Stone twice on one computer or once on two different computers. If we want to activate the software for a third time, we have to have Rosetta Stone deactivated from one of the computers Rosetta Stone is originally activated on. So that the license seat gets released, letting us use the same ACTIVATION ID.
[10:50 AM] Oliver Ames: yes but both computers are dead and the software has been unistalled. one of them the program would not open after activation and the second one failed after the computer hard drive failed
[10:51 AM] Asif: Where did you purchase this software from?
[10:51 AM] Oliver Ames: the rosetta stone website 2 years ago
[10:51 AM] Oliver Ames: it was then shipped to my house
[10:52 AM] Asif: Fine, do you have order or customer number handy?
[10:52 AM] Oliver Ames: no
[10:52 AM] Asif: Oliver, let me explain to you.
[10:54 AM] Asif: According to the policies, we have to establish the proof of purchase of Rosetta Stone and then we may go ahead resetting it for you to use.
[10:54 AM] Oliver Ames: ok if you will wait a second
[10:54 AM] Asif: I will send you an email with the details about proof of purchase. Please reply to that email with the asked details.
[10:54 AM] Oliver Ames: ok
[10:55 AM] Asif: I appreciate your patience and understandings in this regard.
[10:55 AM] Asif: I will be sending out email to oliverames@gmail.com
[10:56 AM] Oliver Ames: sure. just payed a large amount of money for this product and continually am annoyed with the service.
[10:56 AM] Asif: I apologize for the inconvenience this may have caused you.
[10:56 AM] Asif: The reference number about this chat is 886461.
[10:57 AM] Oliver Ames: right
[10:57 AM] Asif: Is there anything else regarding the RosettaStone program that I can help you with?
[10:57 AM] Oliver Ames: I do not yet see the email
[10:58 AM] Asif: Am sending it now.
[10:58 AM] Asif: In the process.
[10:58 AM] Asif: Sent it.
[11:00 AM] Oliver Ames: I have it now. That is all I will need today. I have no more questions
[11:00 AM] Asif: Thank you for contacting RosettaStone Technical Support. Should you need any further assistance, do log back to chat by visiting: http://support.rosettastone.com
[11:00 AM] Asif: You have a great day ahead!
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97 signatures
Oliver Ames
I have created this petition. Please support it by adding your signature.
Private Signer
No comment
Groubal Founder
Groubal supports your complaint about Rosetta Stone! We STRONGLY suggest you email the link (to your groubal petition) to everyone you are connected with and ask that they sign it and support you
HAROLD
You would think that all customers would be easily accessed thru RS data base & a pro-active Cust Ser Dept could just help with the install.
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Wow this is a great resource.. I’m enjoying it.. good article
Eddy
I had a similar issue activating the RosettaStone. I reformatted my server hardrive, so i needed to reinstall Rosetta Stone, but i could not active it. I emailed the Rosetta Stone support Dept. and they told me that in order for then to give me support, i needed to have a version 3 of the program. I only a version 2, so i would have to buy a version 3, so i could get technical support, How is that.
John Korowajczyk
No comment
T. Ron Davis
I am getting the same runaround by Rosetta Stone. I "updated" their software (per their suggestion) and it required a new activation code. Now I have installed the SAME software on the SAME PC - upgraded to Win7 and they say I am out of activations. This is a rip-off.
jeeyoung
I agree. there must be a better way of protecting their software not at the expense of customer's time/effort, etc.
I lost my order number and it looks like I just wasted a lot of money. I only hear about how great their software is. I need to hear how hard it is to actually use it.
I lost my order number and it looks like I just wasted a lot of money. I only hear about how great their software is. I need to hear how hard it is to actually use it.
Kathy Ford
No comment
momtobooboo
Ive had the same problem, only i bought used item on ebay, unaware of the only 2 activations, and have not been able to use it at all, paid almost full price and left it to late to complain to ebay or paypal
Ron Moore
They did the same thing to me when I got a new laptop. I deactivated it on the old laptop but it still wouldnt activate on the new one. Rosetta Stone refused to re-activate me saying I needed proof of purchase. But the software was a gift so I dont have proof of purchase. I have a valid license code so I dont know what thier problem is.
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Thorsten
Three times I already had issues with them.
First time was activation issue because I bought a new Laptop, reformatted and sold the old one, of course without deactivating. Who would know that could be an issue?? It took me hours on the phone before they got this to work.
Second the microphone does not work on the Mac if you are logged in as a user that was not the first user logged in on the machine. There is a service running under the first user logged in that is then not accessible to any other user. What a crappy design!!!!
Third: For whatever reason I am now getting an activation error 8111. Same computer and not even a re-install. Just happened from one day to the next.
They suck. You are really being punished for actually spending several hundreds of dollars with them.
First time was activation issue because I bought a new Laptop, reformatted and sold the old one, of course without deactivating. Who would know that could be an issue?? It took me hours on the phone before they got this to work.
Second the microphone does not work on the Mac if you are logged in as a user that was not the first user logged in on the machine. There is a service running under the first user logged in that is then not accessible to any other user. What a crappy design!!!!
Third: For whatever reason I am now getting an activation error 8111. Same computer and not even a re-install. Just happened from one day to the next.
They suck. You are really being punished for actually spending several hundreds of dollars with them.
Michael Fry
I am in the same boat as Oliver. It so disappointing that I have spent so much money for a product that I have no use for!
Tony Davis
I was running RS successfully (after a lot of initial hassle) on Ubuntu 10.04 with Wine 1.3.4. When I upgraded to 10.10 it stopped working. I now have Ubunty 11.04, have upgraded to Wine 1.3.24 and reinstalled RS - it works perfectly, but says my Activation Code is invalid.
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Same thing here. Very disappointing..
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I'm also having problems activating - just installed for the first time on my Mac and keeps giving me an error when I try to activate or install Language Level - very frustrating...
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"If your computer crashed or you uninstalled the program without first deactivating it, your license cannot be deactivated for further use." Right from their website...so basically if you lose your receipt and didnt know you had to deactivate it first, you are fucked out of 500 dollars!! I AM SO LIVID RIGHT NOW! If I payed as much money as I did I should EASILY be able to use the software in the legal way in which I'm trying to fucking use it!!
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I'm in the same boat - 2 activations: 1 on a computer that was returned to company on lease expiration, the other crashed and burned. Now I'm screwed for German 1,2,3 and $500.
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**** the rosetta
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Come on guys, don't be silly. Use pirated versions, this company deserve it.
Rober Tolley
We have very same problems as everyone else has stated - where do you get priated version - it has to be better
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I hope the shareholders in this awful company loose there money.
Bethany Frank
Purchased Rosetta Stone second handedly and was not supplied with an activation code. Rosetta Stone refused to help and only asked for information on the seller since they were violating copyright laws. Thanks so much Rosetta Stone.
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I hope you go out of business!!! I bought version 2.x like 4 years ago. i just got my new iMac and Rosetta Stone for the Thai language no longer works. Your tele. support told me I have to buy a 3 months subscription for $150.00. HAAAAHHHH. I just tossed my Rosetta Stone disks in the garbage--hoping that all the Apple apps for learning languages put YOU OUT OF BUSINESS. You are ONE very bad and greedy company. Good Riddance!!
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One greedy pushy company. I absolutely dispise them. I had similar problems to described in the groubal. What a waste of time just to go through their toxing procedures as if we have plenty of time to deal with them!
Peter Fairbairn
Exactly the same problem. Two computer crashes and £400 down the drain.
Rissa
I was given the software used from my aunt. Her seven year old got it as a gift, and didn't take care of it. The box was thrown away and the card destroyed. All I have are the disks but that's not proof of purchase. So they've sat in my room collecting dust for two years now.
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I've had this problem twice now, my hard drive failed twice in 4 years and each time i lost the licensing. the first time they gave me another one but this time they are refusing to help me in any way
Cindy O
Same issue here. Very frustrating
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Daniel Standart
Having similar issues. Not resolved yet
Daniel Standart
Have any of you considered a class action lawsuit. They need to resolve this issue. Planning ahead for a computer crash and deactivating our licenses before the event is a joke.
Is there a lawyer in the group?
Is there a lawyer in the group?
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Over priced product. Pays more for their marketing than caring about customers' needs.
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Yeah I get this
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This just wrong. We need to report them to a better bussiness bureau.
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I'm getting an 2124 error on trying to reload the software on my reinitialized pc. Im not getting very far with "Support".
Louis Clement
I believe that when I purchase any product, it is then my property; but this company seems to easily violate this right, after pocketing the money.... If we have to provide prof of purchase, she they have to provide prof of incoming purchase? And if they do? Why are we losing? Even when we have the authentic activation ID, and they have proof of purchase in details in their archives.... What if my house when on fire? Or If I had a terrible accident and was in a coma for many months with memory lost? Does this give them the opportunity to refuse a service for a product I paid for?????
John Everett
Annoying policy.. I have replaced my hard drive multiple times and always have the same problem.. maybe I should actually finish the course!
Pauline Simpspon
Similar problem. My computer crashed and it won't reinstall. Can't seem to get anywhere with customer services. This has been on-going for almost one month now.
I'm going to try one more time.
I'm going to try one more time.
William Glover
I'm having trouble with their Tech support as well. I paid full price, and it won't activate. Can't get anyone on the phone either. Makes me wish I had pirated it.
RP Smith
Accidentally recycled the outer box which apparently is the only location for the serial code and the activation code. No where else is this information located. This expensive item was a gift, so I now have had to ask the gift giver if they can supply me with some proof of purchase.
Have not been even able to activate this program. Rosetta Costumer Service is slow, rude and assume you are acting in an illegal manner. I can not recommend purchasing anything from this corporation
Have not been even able to activate this program. Rosetta Costumer Service is slow, rude and assume you are acting in an illegal manner. I can not recommend purchasing anything from this corporation
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The astonishing thing about Rosetta Stone and the policy is that you spend so much money! and then to be hit with these policies and attitudes is offensive.
Private Signer
Same problem. My mom gave it to me as a present, so no proof of purchase. Changing job, so having to change laptop. What a rip-off.
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Grrr...
Narendra Rawal
There should be a customer database maintained by RosettaStone so that when computer crashes or replaced we can still use this program. It it expensive and Rosettastone is not helping the customers. I have two licenses but now I can not install Rosettastone on my another computer becasue it was crashed and I had to reinall it. This company should not punish the customers like this.
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my 5 levels of Spanish are trash as I originally put on windows machine that broke and out dated mac, now I have my new mac and cannot use! What a waste of money!
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I have always finally gotten through but they sure make it the biggest hassle possible. Customer service seems nice enough but their hands are tied by policy.
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Those BASTARDS! I guess they want to protect their software from being handed around to a dozen people per copy, but every program runs that risk. Not every program has this two-activation-per-code BS. This is really lame. Next time i'll get it for FREEEEEEE and then we'll see who's laughing in German.
Gordana
I have it installed on a computer that my mother is using now only for skype, but I am reluctant to install it on the one i have now as i may be replacing it in the next year and I don't want to loose the license as it is a full program for spanish and I don't see i can go over it in that period of time.
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It is sad that this is the way they treat their customers. This is bad buisness and leaves a bad taste in my mounth for them. I have a similar issue and they refuse to help. Even Microsoft will help you when you need to activate a product and have system issues.
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I've just bought, and find this worrying - as it might work now, but what about later?
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I don't have this issue, but whenever I try to activate it I get an 8111 error. I have the Activation ID, but I have to do it by phone. I've tried on two separate computers but doesn't work...
This is just awful. You can find better service (from what I'm seeing here) from a potato. I hope they change their policies. Your customers are everything to you in a business, come on.
This is just awful. You can find better service (from what I'm seeing here) from a potato. I hope they change their policies. Your customers are everything to you in a business, come on.
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Doesn't want to update either and cant activate it
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Like everyone else, I tried fixing these errors myself when starting up on a ne computer and now have left myself hi and dry without a an activation code after 3 years.
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