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Business Profile

Education

n2y

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint type

  • Initial Complaint

    Date:05/03/2024

    Type:Customer Service Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    My son is SEVERELY disabled. He has an account available with n2y to generate symbols so he can better understand his world. n2y recently did updates - understandable. What is NOT understandable is the lack of assistance by their team - their team member ******** sent not one, but TWO emails stating the problem was on the consumer end, while ********* a manager said yes, the problem was on n2y's end - but has no idea of a resolution or compensation for not being able to make icons during this time (unable to access their service). ******** sent our family on a wild goose chase trying to 'fix' a problem that was not our problem - and tried to do so again this am by sending an email placing blame on our system. Also, n2y should have tested their updates on all systems - they obviously did not test on a MAC. My biggest upset was ******** WASTING OUR TIME when we have a disabled son to care for! She had no regard for her customer - her customers are disabled! I also have been unable to access the service which I am subscribed to.

    Business Response

    Date: 05/15/2024

    Dear ********************************* (BBB Investigator),

    Thank you for sharing the complaint from ***************************** regarding her recent interactions with our customer support team. This response is in reference to ID ********. 
    As n2ys VP of Customer Relations, I have thoroughly researched the ticket history and steered a resolution for the customer internally. I have also communicated an apology, along with a resolution, directly to the customer via both phone and email. For your records, I have included a  timeline and history of events along with the email copy sent to ******** yesterday, 5/13/2024. For the privacy of my staff, I have not included actual names, but rather referred to individuals as CS 1, CS 2, etc.  Please don't hesitate to contact me if you need additional information. I can be reached via email *********************************** or phone *************).

    Best Regards,

    ***********************, VP of Customer Relations

     

    Timeline of Events:
    4/30/2024: The customer called our support line twice and spoke with one of our representatives, CS1. CS1 asked the customer questions about her device and browser utilized to access the software. CS1 felt that the direction given would resolve the issue for the customer after exiting the second call. Later that day, the customer called back and spoke with a different representative, CS2. CS2 recognized that the cusotmer was frustrated and offered her a virtual meeting over zoom that *** help resolve the issue faster. After the call, CS2 alerted her supervisor, CS Manager, who planned to do some further research and testing the next business day. CS Manager also emailed the customer that evening offering her a time to meet with her and resolve the issue. The cusomter did not respond to CS Managers email invitation to meet.


    5/1/2024: After validating the issue, CS Manager reported the bug to our development team. CS Manager then emailed the customer and notified her that the bug was reported and offered an additional time to meet with her. The customer declined the meeting invitation.


    5/2/2024: The customer emailed after business hours asking for an update.


    5/3/2024: The customer called our support line and spoke with one of our representatives, CS3. CS3 notified her supervisor, CS Manager, of the call. CS Manager and CS3 discussed, and CS3 followed up with our Development team at a standing meeting that afternoon. CS Manager met with her own supervisor to discuss the situation, and started to plan out next steps to help support the customer.


    5/6/2024: CS Manager contacted the customer and let her know of a workaround to use Chrome instead of Safari in the interim of a fix applied to the bug. The customer confirmed that using ****** Chrome worked for her.


    5/7/2024: CS Manager applied coaching to her team regarding the troubleshooting process and customer care.


    5/13/2024: The situation was escalated to upper management and further research was conducted. The bug reported was escalated to a high priority level with a fix planned the evening of 5/14/2024. A compensated order was applied to the customers account for 6 months of free service to SymbolStix PRIME. 


    5/14/2024: n2ys VP of Customer Relations, spoke with the customer  on the phone regarding her recent experience. VP apologized for the inconvenience, informed the customer of the issue fix applied along with timeline and let the customer know that a compensated subscription was applied to her account. The customer reiterated that she was frustrated with the level of service she received from CS1 and VP apologized again. VP stayed on the phone while the customer walked through setting up her compensated account. The customer explained that she was satisfied with the resolution. VP let the customer know that she would be following up with her via email, and following up with the response to the Better Business Bureau.




    Email sent to the customer 5/13/2024:
    Dear ********,
    Thank you for speaking with me on the phone today. As we discussed on the phone, I want to reiterate my apology, along with the steps taken to repair the situation.
    I sincerely appreciate you taking the time to share your feedback regarding your recent experience with n2y. I want to express my deepest apologies for any misunderstanding and inconvenience this situation has caused you and your son. Providing exceptional customer service is at the core of our values, and I regret that your interactions with our team did not meet your expectations.
    After conducting a thorough review of the interactions with our customer support team and addressing the Safari compatibility issue with our development team, I am committed to ensuring that such lapses in service do not occur in the future. We have implemented additional training and corrective measures to enhance our troubleshooting processes, and the issue you encountered has been prioritized for resolution. I am pleased to inform you that our team is diligently working on a solution, which will be implemented overnight tomorrow and ready for use by the next business day (Thursday, May 16, 2024).
    As a token of our apology and appreciation for your patience, I have applied a discount to your current personal subscription, extending your service for an additional six months. This discount has already been reflected in your account.
    Once again, I apologize for any inconvenience you have experienced, and I assure you that we are taking proactive steps to prevent similar issues from occurring in the future. Should you have any further concerns or require assistance, please do not hesitate to reach out to me directly.
    Thank you for your continued support and understanding.
    Warm regards,
    ***********************
    VP, Customer Relations
    **********************


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