Vital Source Technologies

This is my first time using this app. Overall, I find this app very useful, especially if you are trying to save money on textbooks. What's great about this app is that they provide digital e-books while other main sites don't which is why I am using VitalSource. Recently, on Monday September 19, 2016 I had started an online class which prompts me to rent a book on Vital Source. When online I noticed that I was missing a few pages (about 30 pages) in the book. I first called customer support to try to get this issue resolved. I waited about 10-15 minutes before being transferred to a representative to discuss my issue. I spoke with [redacted] who was pretty sincere and upbeat, I discussed my issue and she had informed me that she was going to transfer the call to a second tier person who can deal with this issue. After she said that my phone call with her disconnected. I was not informed that I will get an email or a call back which made me call again to double check. This time, I waited about 20 minutes to speak to a representative. At this point, I'm frustrated because I cannot complete my homework assignment and that I had to wait yet another twenty minutes. When speaking to [redacted] the second representative that works in customer support I expressively informed him the issue. Personally I feel that he sounded incincere and also sounded like he was slauching or waking up from a nap. He was not at all helpful when trying to escalate the call he kept disregarding what I wanted and continue to ask me about my issues. Forty minutes into this call I can hear him texting his supervisor but not transferring me to [redacted] who is the manager in the customer support team. While [redacted] is speaking to me in a monotone language informing me that there is nothing he can do and not transferring me to speak to the manager (which I had requested about 5-6 times in the conversation) I am beyond peeved because I feel as a customer my needs aren't being met. I really think that anyone that works in customer support department needs to take some courses on how to communicate with customers. I feel that [redacted] representation for Vital Source on the customer support department has damaged its image on top quality customer support.","neg-1

They charged me for a book, then told me that they could to give it to me and I should call them for a refund. Except no one ever answers/calls back.They charged my card, then their service told me they could not actually give me the book and asked me to call them for my my refund. Have called eight times, out on hold for ten minutes, then sent to voicemail. Left a voicemail and no call back. Went on to their 'live' chat, was put on hold for ten minutes, then the system told me they were too busy, and asked me to file a ticket. Have not heard back, of course. How can they take your money and not give you a book? How can they make a mistake and ask ME to call THEM to get my money back then not ever answer their phones or call back? Sounds like a scam service to me.Desired SettlementI would at the very least like my money back but scam businesses like this should not be allowed to operate.Business Response Contact Name and Title: [redacted] Mgr SupportContact Phone: XXXXXXXXXXContact Email: [redacted]@ingramcontent.comWe apologize for the issue you have experienced. The publisher of the title that you purchased removed rights to sell the title you purchased while it was in your cart. Because of this, we could not fulfill your order. Since we could not fulfill the order, our typical refund process would not work, and it requires someone within our Tier 2 team or higher to perform the return. We processed your refund this morning. You will see it returned to your card of purchase within the next few business days. We will be following up with your open support ticket to provide a copy of the receipt for your refund.

I am receiving repetitive e-mails several times of day from this company. I have received well over 50 e-mails, all the exact same, from this company regarding an e-textbook. My school contacted Vital Source on 9/11 and advised them not to contact me again. I received 15 more e-mails from them. On 9/22, I received 11 e-mails alone from them. I contacted them again on 9/28, via their website, and advised them if they contacted me one more time I would be filing a complaint for harassing emails. I have received 11 more emails since then. The e-mail address they are contacting is my school e-mail, which is [redacted]Desired SettlementI just want this business to no longer contact me. They are a severe distraction to my school work which is the only thing that should be going to my school e-mail address. Business Response Contact Name and Title: [redacted]Contact Phone:[redacted]Contact Email:[redacted]Hi [redacted],Thank you for taking the time to submit your inquiry to the Revdex.com. I am as perplexed as to why you are receiving as many emails from VitalSource as you are.I emailed you personally on 9/28, after you submitted VitalSource Support ticket #[redacted], to first apologize for what you were experiencing and also to get a few copies of the emails that have been sent to you. I have not heard back from you since. I can make the emails stop, but in order to do so I need to see what email has been sent to you so I can track down what system is erroneously emailing you and make it stop. Again, I am very sorry for this. If you would forward me a copy of the emails you keep getting to[redacted] I will make sure these stop.Sincerely yours,[redacted]I am attaching a copy of the email I sent you to this Revdex.com case for your records:Hi [redacted],I wanted to follow up with you on your ticket that you submitted to VitalSource Support regarding the incessant amount of emails that have been hitting your inbox. I am really sorry you are receiving so many emails from VitalSource. I am extremely interested in seeing some of the emails that you are seeing. We are not performing any email campaigns at the moment and I do not see anything that would be triggering you to get spammed from our support center either.If you would send me some of the email you are receiving from us it will let me figure out where the issue is and make it stop.You can forward the emails to my email address [redacted] and as soon as I get them I will look into making them stop.Sincerely Yours, [redacted] ---[redacted] Manager of Support Services, VitalSource Technologies [redacted]VitalSource Technologies [redacted]: [redacted]Consumer Response I have not received any response from Mr. [redacted]. However, toady I will forward him the documentation that he needs, and hopefully he will rectify this situation immediately. Final Business Response Myself, [redacted], and her school are working together to get this issue resolved. At present I am waiting on hearing back from her School to get a copy of the sent message so we can stop the emails going to Ms.[redacted]