Ackermann Group

[redacted] has done a lot of work under the free access account and very little under the account he used the code on. We will provide a new code to him to upgrade the temp access account and continue working in that account. We will disable the 2nd account created.   He did not create 2 courses...

using the exact same login, but did ignore the warning [redacted] that he may already have an account when using the same email address.

Pearson is investigating this matter

Pearson apologizes for any inconvenience this has caused. I will see to it that the refund is processed today.

Pearson processed a refund for her and she should have the refund back on her credit card within 3-5 business days.

I'm working with customer service to provide this student with the code she needs

Complaint: [redacted]
I am rejecting this response because:
I want the lady who hung up on me and refused to help...

reprimanded or fired.  You think it's okay to outsource your support to another country and provide no way for customers to contact you just because you've cornered the online education market in the US?Students are forced to use Pearson Education, but that doesn't mean we can't file a complaint for unacceptable treatment by the people in another country you outsourced your work to.  Pearson is still responsible for its work, even if it's being done in a remote country by someone who hardly knows English.I want it investigated who handled my account, and I want them retrained on customer service.
Regards,
[redacted]

This student purchased a MasteringBiology access code for Campbell, Essential Biology, 5/e and the course she is taking is using Johnson,Human Biology, 7/e which is why she was told that she needed to purchase another access code by one of our agents.  If she had purchased an...

access code for Johnson, Human Biology, 6/e and the edition was the only difference, then yes we would update her account with the correct book but not when the author, title and edition are different. She then did an online purchase for the correct book but since she initially registered with the Campbell access code that is what appears when she logs into MasteringBiology so she contacted us again, we verified she purchased the new access for the Johnson book and then updated her access so the correct book in the course will appear when she logs in. You cannot register for more than one course using different books in the same SMS account. If she goes to www.masteringbiology.com to log in, only the correct course is listed, however if she is logging into portal it will always show any active products she has registered for with an access code or online purchase.

It appears the issue may be resolved, Svitlana was able to register for MasteringAandP for Marieb, Human Anatomy & Physiology, 8e I have found a contact from Svitlana Petrie, It came in May 24. It is possible that Svitlana encountered a long hold time and was not able to chat. Our chat...

went down which of course raised the call volume.  Customer Service has emailed Svitlana and asked for the access code and course ID to troubleshoot the issue. They have yet to hear back

Pearson issued refunds today to this customer

We are investigating this matter and will respond further soon

The student never replied to an email from customer service and after 3 reminders via email that we were waiting for a response, it auto closes since we did not get a response from the customer.

A refund has been processed for his original transaction as he requested.  We advised him the refund, $66, will post back to his creditcard within 3-5 business days.

a refund has been processed for his online purchase.  The refund will be applied back to his credit card within 3-5 business days

refund was processed on 01/19/2016 for $793.94

Although this customer purchased a product that did not include the materials he wanted, we reached out to him to provide him access at no charge.

Pearson VUE is a computer-based test delivery provider forinformation technology certification and professional licensure exams.  Person VUE operates over 5,000 AuthorizedTest Centers.  We value your input and have investigated the informationyou provided. Pearson VUE and Evaluation...

Systems recognizes that candidatecomments contribute to our pursuit of increasing overall quality. We havereviewed the registration system and have confirmed that there were no errorswith the system at the time of purchase. In a gesture of good faith, we have reached out to the candidate and haveextended a voucher to purchase the desired practice exam.Pearson VUE therefore considers this matter resolved andrespectfully requests that you close this complaint with notation of timelyresponse and proper handling of the underlying incident.

Customer Service has emailed this student twice and she has never responded to emails.  We don't  know what she purchased.  We tried searching by her email address and first and last name but we don't have any subscriptions for a [redacted] for MyMathLab this...

semester.  She also states in her comments that she called to have the code extended for the student so it sounds like she isn't even the one using the product.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Although this situation could have been resolved, in a timely fashion, if the business provided a customer service number to their customers.
Regards,
[redacted]

There was an issue with the return that we rectified on our end. A refund was processed on 2/22 and will post to the customer's account in 5 days. Pearson is very for this inconvenience.

Pearson processed a refund for the two ebooks which total $40.03.   The student contacted Tech Support back on 8/26 and 10/26 and she was referred to CS for assistance with a refund.   She also emailed CS on 10/26 and the CS rep emailed her several times trying to assist her but since...

the email address was wrong on the order was having a hard time locating the order.  He also gave the phone number for her to call CS to try to help her better.