A Neat Scam — Neat Scanner
Neat Scanners are scam machines, that trick you into paying for hardware you already own. They lie to you, They lie to the IRS and they want you to buy their SAS. Here’s how to fix them.. for real.
The intro: what Neat was Supposed to be.
A fast interview
A QVC Sale
Random
The hardware: products sold by Neat <- comes with Neat Software CD.
NeatConnect: has a screen that upsells you. Fun!
Neat Mobile Scanner
Neat Neatdesk
The software: products sold by Neat
Neat Invoices: invoicing and online payments: 2.9% plus 30 cents per transaction. (they get paid when you make money)
NeatBooks: Booking software $36/month or $432 yearly
NeatFiles $25/month or $300 yearly
Now to the average person, this all looks legitimate. Old software that is no longer supported, replaced with up-to-date SAS systems.
But look closer, and you will spot a scam that seems designed to trick the elderly and non-tech savvy into paying for a subscription service.
First, it’s important to distinguish between the software services sold today and the software included with the physical scanners when that person purchased their hardware scanner.
When the scanner was bought, it included a CD with Neat software. This software lets you scan and organize the scanned files. Or at least it did until it gets updated to version 5.7.2
The Bait and Switch
Neat stopped supporting their physical products. If you had a scanner, it would no longer work with the included Neat Software, which let people run the scanner and organize their scanned files.
As soon as the version of the Neat Software reached 5.7.2, Neat would stop working. Your scanner would now refuse to work and prompt you to pay for Neat’s new software.
Neat addresses this in three support documents:
Announcing that they no longer support legacy software.
https://support.neat.com/retired/neat-to-end-support-of-legacy-desktop-software
How to move from legacy software (what came with your scanner) to their cloud-based system.
https://support.neat.com/migration/migrate-from-legacy-to-the-cloud-powered-software
We will be focusing on retired desktop software options.
https://support.neat.com/retired/retired-desktop-software-options
Option 1: Continue using the Retired Desktop Software
If you are already using a retired version of Neat, then you can continue using the product as is. Retired versions of Neat do not require a subscription fee for use. Please keep in mind that the retired desktop software is not supported and the installation link for these versions is no longer available. We cannot guarantee the integrity of your data if you choose to continue to use a retired version of Neat.
Translation: if your software has not been updated, your scanner will work. This is because version 5.7.1 and below did not trick people into paying for subscriptions. We can also see the ugly head of the company rearing with the sentence, “We cannot guarantee the integrity of your data if you choose to continue to use a retired version of Neat.”
As you are scanning directly to your hard drive, this is fear-mongering bollocks. It’s a phrase intended to push people towards the subscription. In fact, an argument could be made that paying for and using cloud services is more of a risk! — But I digress, let’s continue.
Option 2: Migrate to the Cloud
Migrating to the Cloud will require that you subscribe to one of our cloud plans if you do not already have one.
Translation: your scanner doesn’t work; buy our subscription
And then we get to …
Option 3: Continue using your Neat Scanner without the Neat Software
The Straight-up Scam
We understand that neither of the above options may work for you, and so a third option allows you to continue to use your Neat scanner, but without both the retired software and the Cloud. To learn how to use your scanner without Neat software, please click here.
The information on the page is a lie.
Following the steps will NOT result in a working scanner.
The document that is supplied to customers Does. Not. Work.
This document exists as a golden card to play when the credit companies come looking for an answer as to why someone is attempting to charge back the software.
You are prompted to install a driver for your Neat Software
Go on. Click it. here it is
https://support.neat.com/downloads/download-neat-scanner-drivers-for-windows-or-mac
In my case, I’ve chosen the Scanner.Install64.Neat.Connect.MSI file
Now when the installer window starts, let’s take the end-user agreement, y’know that part everyone skips? Read it. Section 2, please.
“2. NeatCloud Account May be Required for Some Features. Because some features of the Software and Hardware may require a NeatCloud account, you may be directed to register for a NeatCloud account (“NeatCloud”) when you use the hardware and access the software.”
Got it? Good, let’s continue with the install.
It’s important to note that before you find this installer, by the way, Neat support will attempt to sell you cloud services.
Watch this video of someone trying to troubleshoot an unrelated issue- that shows how Neat suppresses needed downloads.
How I installed Neat 5.5 software in my Win7 desktop PC to use with my new NeatDesk Scanner. I used the 5.4 installation disk that came in the box but ran into big problems with the upgrade to 5.5 that Neat was directing me to download and install. I ran into endless dead-ends and errors trying to update from 5.4 to 5.5. In this video, I show you where I finally found a fresh install of Neat 5.5 and how I deleted all previous versions of Neat. (Got rid of the 5.4 I wish I had never installed).
Be aware she has 5.5 and is trying to fix an issue with the install of updating from 5.4 to 5.5. This is unrelated to the problem people are having with Neat subscriptions turned on. However, this video shows how Neat suppresses downloads needed.
“If you installed the version, I feel sorry if ya did you poor sucker.”
Those words would turn out to mean much more than she intended.
You see, using the software provided by Neat support will. Not. Help.
Neat DOES have AN option to fix this product. But it’s not offered to customers, and it’s nowhere on their main website. If you seek this solution, please skip down to section ‘’The Fix- Tech support for those who Neat it.’’ As it stands, you won’t find the answer on the website. Neat support will send you to dead links or the same support info, which leads to an installer that tries to grab your card details for a subscription.
All roads on the website lead to the same answer. Call us so we can spend hours begging you to buy our software OR try to fix it yourself and download software that won’t work until you feed it card details and subscribe to our subscription.
Never mind that it’s a physical product you purchased that WE made not work with a software update. No, that’s your fault for using a ‘’legacy product.’’
Neat buries the real information to make the scanner work, directs you to phone support, and upsells you. Along the way, expect plenty of dead links, support pages that don’t work, and straight-up lies.
And when granny is sucked into paying for the software for the hardware she owns, she is charged yearly for hardware she owns.
Meanwhile, if Visa, Mastercard, or Chase (Chase is the backbone of one of their software products, by the way) calls to find out why so and so is saying they never paid for this, then Neat can pull up all kinds of documentation on how they ‘’educate customers.’’
They educate them, alright. Straight into getting the credit card so they can use the hardware they own.
As if that were not bad enough neat is complicit in defrauding the IRS.
IRS Rev. Proc. 97–22 says that you can prepare and transfer documents to the IRS by digitizing paper documents to an electronic storage medium that lets the IRS view them without using the software application that created them. — Neat, however, locks those files under a pay-wall refusing to release them to customers. Should the IRS ever catch on (trust me, they will, A little birdie told them so), Then Neat will once again shrug their shoulders and claim the files are downloadable and available to any customer. a bald-faced lie.
https://support.neat.com/customerservice/meeting-electronic-document-requirements-for-the-irs
Translation: we are compliant because YOU can download the files. After you pay us.
The only time Neat will ACTUALLY make an effort to HELP a customer with a legacy product in using their hardware (help meaning assist the person with getting it working) is after they have sent broken links, the customer is still looking for support, AND the customer is making enough of an effort that neat decides they need real support.
It is AFTER the sales process that neat will remote control into the customer’s computer and perform IT steps.
Those steps include installing MS Fixit to reinstall the printer drivers.
Visit that link, and you will notice something funny. Even for their own support pages, Neat does not include working download links.
And if, like me, you are scratching your head wondering why they reinstall printer drivers when a software update causes the issue… well beats me.
Oh, and if you are smart enough to find the actual download links
Download Scanner Drivers for Windows
https://support.neat.com/downloads/download-neat-scanner-drivers-for-windows-or-mac
well, don’t waste your time. They all go to nag screens that won’t let you use the software.
With the AMAZING support offered, you would think Neat would have a bad rep. And while it’s true there, while there are some bad youtube videos…
A very bad review (cause Neat sucks)
Neat receipt scanner working after the company stopped support for scanners
this lady most likely has a driver before or at 5.7.1, which does not require a software subscription.
Most people just give up.
But how do the people feel?
On Neat’s own website at neat.com, they proudly announce
Excellent reviews on Trustpilot!
Let’s visit the link located at https://www.trustpilot.com/review/neat.com?page=1
Okay, now make this change by selecting Bad and Poor only.
Let’s go through some of these.
I bought a scanner that came with the software. The software no longer works, and now I have to pay for the new version? That’s crap.
I agree ‘’Greg’’ is crap, as is the response from Neat.
Remember, we have already looked at this support link, and it leads to dead links and calling the company for support.
Here, a customer of a legacy system is complaining that they can no longer use the hardware they purchased. And how does Neat reply?
‘’We see you are upset about the price increase of the current subscription’’. They then adjust the price for this customer back to what it was when he first purchased the subscription to use his hardware. Wow. How nice.
I’m not certain if this person wanted software or not. However, please note that their links are dead.
This one just made me laugh. It has nothing whatsoever to do with Neat scanners but does highlight that not everyone who contacts the company understands their products. Neat abuses this and try to get people to sign up when they don’t know what they are buying.
What this customer gets wrong is it’s not the computer. It’s that his software of Neat updated. However, take note of how Neat replied
Doesn’t that support link look familiar?
hmm.
I have tried to download the product driver from the CD purchased seven years ago, and all it will do is direct me to a website wanting money.
Here we get our golden card, the Download THIS instead.
Woah! wait a min.. what’s this link?
support.neat.com/scanutility/install-neat-scan-utility
The NeatScanUtility is a program offered by Neat as an ABSOLUTE LAST DITCH RESORT. This is the program that really works. I have no idea why this customer lucked out and got the real download. You will notice this link is included in the tech support section of this article.
However, if we go back and follow the links given to everyone else…
that link isn’t listed. This person was just very lucky.
This person was not. Back to dead links!
Another lucky customer because they mentioned a class action lawsuit. Real information here as well with the data that visual C ++2005 is needed. It’s in the tech section. Read on.
They also get the scan utility direct link.
9: Another link to the scan utility, somewhat. They get sent to the wrong page with info ABOUT but no download link. it is available, though, on the left side under a subpage.
download link sent
download link NOT sent
fascinating tidbit there that neat sends an email after you are charged.
Note that they have no record of reaching out for support. This will be a common statement.
my god, this person got shafted. ‘’here, go check out a general overview of what our legacy scanners were.’’
what happened? it literally just says (link)
bend over, insert into anus
I was calling in for info on how to update my card, and you keep trying to sell me more.
dead link.
There’s another sucker emailing us.
Send it again! Send it again!
You just suck.
Take good note of this one.
This customer is very knowledgeable and has left a deceptive advertising claim.
I am in the process of determining what info was removed from the website.
Using the Wayback machine, we can see three changes to the website neat.com in April 2018 ()
https://web.archive.org/web/20180801000000*/https://www.neat.com/
Since a snapshot was also made on February 24, we can determine the change made were as follows…
(need to figure this out use https://web.archive.org/web/changes/neat.com look at 2018
So what was changed?
Since this review was posted April 26, 2018, then updated may 13, let’s check the Wayback machine for changes around April 2018…
Ah-ha! It looks like a change was indeed made.
Alright, so how did Neat reply?
Amazingly after filing a complaint, he still gets the runaround, being told to call their support number and a URL with dead links.
Although you successful won the chargeback…
haha. This customer said, screw you all, and fought the bill. No runarounds for him! Although weirdly enough, the person who wrote this said that ‘’they reserve the right to continue attempts on this balance due even though the dispute was found in your favor.’’
run around
wow, a non-working support link? golly, imagine that!
bend over, insert into anus.
Okay well
This person lost their files due to not having a backup.
Ironically this is the one person who would have benefited from having the subscript NeatFiles. Instead, they are given the runaround with non-working support links. Bear in mind a new install or computer would mean an updated version of Neat which means they lock your stuff. The CSR side of me finds it funny that they were never upsold in this instance.
this one is fascinating as the person knows they retired 5.1 and was passed along to the sales team. So how did this knowledgeable customer get treated?
With a dead link.
bend over, insert into anus.
I wonder what happened?
This is their careers page. Integrity, coloration and customer first. Oh and they have a passion for winning, and display urgency while obsessing over results. Kinda looks different in the light of the work that’s been happening.
If this wasn’t enough to convince you the company is running a scam, there’s more reading material at
https://www.consumeraffairs.com/document-scanners/neat.html
The Fix- Tech support for those who Neat it.
Installer given by neat won’t install!
First off, they most likely gave you the file that begs for money.
But what’s not included in ANY support info is you need to download Visual C++2005 and 2008. Without those, the installer will fail. The simple fix is to download Visual C++ 2010 SP1 Runtime Libraries (x86) installed if on a windows computer. Here you go, Reboot after installing.
Neat Desktop Scan Utility <- This will work
This utility allows you to scan documents into Neat or save them to your local computer (PC/Mac) from a Neat-branded scanner or any TWAIN-compliant scanning device.
Neat does not want you to have this download. It’s only for the super lucky or the super annoying people. Here it is.
https://support.neat.com/scanutility/install-neat-scan-utility
That software WILL work with your legacy neat scanner. However, you will lose the ability to sort your documents. But honestly, at this point, you should not use Neat software to sort as they have already tried to lock your files before.
Be aware you may also need to download the Neat Driver for the scanner to be detected by the computer. (you need driver and Neat Desktop Scan utility. with C++2005 and 2008. installed.)
https://support.neat.com/downloads/download-neat-scanner-drivers-for-windows-or-mac
Neat Scan Utility FAQ
https://support.neat.com/scanutility/neat-scan-utility-faq
Using Neat Software without a subscription
Neat Desktop Software v5.7.1 Download
https://techmatetips.com/neat-desktop-software-v5-7-1-download/
Actual download link for Neat 5.7.1: https://s3.wasabisys.com/downloads.techmatetips.com/neat-v5.7.1-full.exe
I went to the Neat site where I have been able to get the software before with no problems, and lo and behold. They no longer let you download the software that came with your device! Instead, you are forced into paying a monthly subscription now, which is crazy since the device was already bought with the necessary software inside that requires no subscription.
This person then went on to pull apart the software, find the code for the nag screen and remove it.
Patch required to use software without requiring a subscription
https://github.com/kevingigiano/neat-legacy
Video explaining process
NeatDesk 5.7.1 Install and Patch — NO SUBSCRIPTION
The final words.
Neat is a straight-up scam. This company takes advantage of people who own hardware and locks them out of the software until they pay.
They pretend to offer support, but any support provided is simply a sales push to get people to pay for software products. Additionally, it looks like the “free software” they give to people looking for help uses dark tactics to capture one’s credit card details and then bill for their software. — regardless if the customer is using it or not.
Neat was a productivity tool that let you scan receipts.
Two primary products were made the NeatDesk Desktop Scanner and Digital Filing System and the portable Neatrecipts NM-100.
‘’It’s time to say goodbye to paper and hello to an easier life’’ was the mantra of this hardware.
But first, let’s lock your existing hardware, send you non-working links to defunct support pages, give you the runaround, lie, trick you into buying our cloud services and only give you a tool in the end if you are super annoying.
