Nuance Communications, Inc. (NUAN)

[Not_Bill_Oneil]

A follow-up and poor grade...

for Nuance.

I tried opening the new software this morning, and got an error message. The user file I spent many hours creating (training the software) was now listed as incompatible or invalid.

So called tech support, no 800 number - so called on my cell, on hold for 9 minutes. Annoying phone menu and repeated instruction menus, loud music, almost hung up.

Finally someone answers, however, my product registration info was not in their database, so had to re-enter it by phone very first thing, including finding the serial number from the CDs.

Went through it with tech support and found another road block error message - that the user file we were trying to open cannot be accessed because it was created under another version of DNS9.

I remember seeing an automatic Nuance update launch actually this morning before the problems started.

So after 40 minutes on the phone, the solution: uninstall it and start over.

That includes the several hours of training I had already put in.

Overall grade for Nuance - their product and auto-updates, website, and support:

"F" (for failing to make it right)

Word of mouth may not help them.