Cengage Learning , Inc

Good morning,Thank you for forwarding this complaint to me. Ms*** has contacted us several times.3/23/15 She called and asked for a price quote.3/30/15 Our Credit Department confirmed payment was received and the quote was converted to a sales order. The product was
shipped on 3/31/#***/18/15 Unbeknownst to us, Ms*** returned the product. She called us on 5/18/to inquire to see if her credit had been applied to her account. We confirmed that the product was checked into our distribution center on Friday, 5/15/turn around for processing the credit is 3-business days after receiving the product in the distribution center. However, there was an error and the paperwork was never sent to Customer Support to credit.9/21/15 Ms*** contacted us again about her refund but disconnected the call before we were able to obtain the information needed to assist her.10/27/15 Ms*** contacted us again and the credit was processed on 10/28/15. The rush for the check refund has been requested. However, the check refunds generally can take 7-business days. It will be mailed to the P.OBox referenced on this complaint The confirmation number for the credit is ***We pride ourselves on service
excellence and know that our customers have come to expect exactly that when
working with us. What occurred recently
is unusual for us and is not in keeping with the high standards we have set for
ourselves.Thank you for your patience and
understanding. We look forward to
serving you in the future in the manner that you expect and deserve from Cengage Learning

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
I received this email three days agoI received notification that a response was sent three days agoI am told that the notification was sent ten days ago or more, yet I have not received or read it until nowI want the case reopenedThis is not over until that company actually does its jobIt has done nothing
Regards,
*** ***

Dear Ms***,Your refund has been processed on confirmation ***Please allow 5-business days for your refund to post back to your original payment methodIn reviewing your account, I was able to re-link your access code to your course, which unfortunately was un-linked during the return processNo work would have been lost, as it is tied to your CengageBrain account and MindTap course, not the individual code. As no further refunds or registration would be needed for your course, there would be no reason for your code to be reset or deactivated, as your refund has been processed and your course now shows fully paid againThis should not be an issue that you experience again for your classAgain, we apologize for any delay or confusion We wish you best of luck in your course. Sincerely,*** ***SreCommerce & Student Support Manager

Dear Mr***, Thank you for your recent order. I’m glad to see that our agent was able to point you towards the appropriate product for re-purchase once you uncovered you had purchased the incorrect product from us. In reviewing your account history, I do see that we were able to
issue a refund for your purchase on 9/3/under credit confirmation *** Our apologies for the delay in getting this refund processed. During back to school season, transactions take a little longer than we would like due to increased volume We would like to thank you for your service to our country and wish you the best of luck in your course this semester!
*** *** Senior Customer Support Manager, E-Commerce & Student Experience Cengage Learning *** *** ***, ***, KY *** Main ###-###-#### | Fax ###-###-#### *** cengage.com

Ms***, Your course length was taken from the dates your instructor utilized when setting up his course. If you are no longer using this product, we can certainly deactivate the product access and provide a full refund. I'll wait to hear back from you.Best, *** *** eCommerce Support Manager

Dear *** ***, Our apologies for our delay in respondingDuring back to school season, we experience a heavier than volume of student requests, as such our caller hold times can be longer than we would likeI see that you were able to connect with one of our Customer Support
professionals yesterday and we have taken care of your partial refund request.If we can be of additional assistance, please let us know.Thanks, *** *** Senior Customer Support Manager, E-Commerce & Student Experience Cengage *** *** *** *** ** ***
*** *** * *** ***
***

Good afternoon,We have not closed the issue but our Product Management Team has reached out to Instructor *** ***. She requested that all correspondence we received from the student be forwarded to her. She requested us to direct him to use the email instructor button for any issues he encounters and she will be back in touch with the Product Management team if there are true content issues.Sincerely,Cengage Learning

Revdex.com:The given address is correct
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved. Thank you for your time
Regards,
*** ***

This issue has been resolved. Mr*** connected with one of our Support agents on 1/17/who is taking care of sending him a complimentary copy of the hard copy text and ensured his *** was added to his dashboard. We apologize for the delay in responding during back to school
season.Sincerely, Cengage Customer Support

My apologies for the issues you have encountered while using this product. I have escalated the issues to our product team. I am aware that this term has been pretty rocky for OWLv2. There have been a number of bugs introduced by new features within the product and general system
stability issues that affected products in general. Our Senior Product Manager for Chemistry will be reaching out to the instructor to obtain more details.I realize this is response is not a "fix" at this time, but we are working to resolve the issue

Dear Ms***, We’d like to apologize for the product instability issues you’ve experienced during this academic term. We pride ourselves on delivering products that facilitate and improve learning outcomes. We understand we fell short of these expectations and apologize for your
experience. Please know that our teams are focused on resolving the issues you’ve encountered Please accept a partial refund in the amount of $in light of instability issues. Your credit confirmation number is ***. You should see this refunded to your credit card within the next 7-business days Best, *** *** Senior Customer Support Manager, E-Commerce & Student Experience Cengage Learning *** *** ***, ***, KY *** Main ###-###-#### | Fax ###-###-#### *** cengage.com Tell us why here

Dear *** ***, Our apologies for the delay in responding. During back to school season, our call volume is higher resulting in longer than hold times. I did review your purchase and see what occurred. The original charge we indicated on your order
confirmation email did not include the full tax amount for your purchase. When the purchase hit our credit card system, it adjusted to the proper amount. The original charge you saw was a pending charge that falls off of your account. It will not settle. The difference between your confirmation email pending amount and the actual amount we charged was .78. We have issued an adjustment back to your credit card for this amount. We apologize for the frustration this may have caused you. Best of luck, semester!Sincerely, *** *** Senior Customer Support Manager, E-Commerce & Student Experience Cengage *** *** *** *** ** ***
*** *** * *** ***
***
***

Thank you for your inquiry. While we try to be diligent about messaging to our customers about due dates for rental products, we sometimes encounter issues where customers are not in a position to return the product in the required window. We do everything possible to work with those
customers. I have one of Customer Support professionals reaching out to accommodate this customer. Best,*** ***SVP, Customer EngagementCengage Learning

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

[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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

Hi [redacted], I apologize the description of this item didn't include the length of access.  Due to the frustration and inconvenience this has caused, I have processed a refund in the amount of $183.61.  The credit card originally used has expired so I've requested our accounts receivable team...

mail a check to you.  Can you please verify the below address would be correct to have this mailed to?  
[redacted]
[redacted]
  Please let us know if you need additional assistance.   Thank you, [redacted] Senior Customer Support Lead, E-Commerce & Student Experience Cengage Learning [redacted]
[redacted] [redacted] Cengage.com

Dear Ms. [redacted], We apologize for the frustration you experienced while trying to enroll in your fall course.  After reviewing your account, we see where the error has occurred. On 8.24.16, you enrolled into course [redacted] (course key: [redacted]) using access code...

[redacted].  On 9.3.16, you enrolled in [redacted]-Fall 2016 (course key: [redacted]) trying to use the same access code.  Because the access code had already been consumed under the first course, it indicted the code was already in use. This new course, [redacted]-Fall 2016, was also requiring the newest 14th edition of the text but the original code and course you enrolled in were for the 13th edition.  It appears the material purchased on CengageBrain on 9.14.16 contained the correct material for course [redacted]-Fall 2016. An agent will be reaching out to you directly to navigate a return of your second purchase for a refund.   Best of luck in your course this semester. [redacted] Senior Customer Support Manager, E-Commerce & Student Experience Cengage Learning [redacted], [redacted], KY  [redacted]Main ###-###-#### | Fax ###-###-####[redacted]@cengage.comcengage.com

Dear [redacted], Thank you for contacting Cengage Learning.   We apologize that you are having trouble accessing CareTracker. We have reviewed your credentials and show that they were registered incorrectly which made them invalid. We have generated a new set of credentials for you and...

registered them under your information so that you can access your account. The CareTracker system is currently creating a training company for you, so please do not log in with your new credentials until you receive a notification email at [redacted] that your training company has been created, as this will break your account linking again. Your new credentials are as follows: Username: [redacted] Password: [redacted] (this is case sensitive)   Best of luck, Cengage Customer Support

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
[The business admits that their response is not a fix but an acknowledgement about the receipt of my complaint. The semester will be over soon and the channels to fix the problems in time have now been exhausted. The OWLv2 cannot have been written with regards to its source material -the textbook. The Cengage did not offer any potential solutions or accomodations. They only said that someday the problem will be addressed. I cannot accept this, because this homework program is currently adversely affecting the class I am taking now which will immediately affect the medical school to which I will be able to apply  which will then affect the jobs which will be available to me. If I have to retake this one class, I might have to wait an entire year before being able to proceed with school applications. That is not an acceptable outcome. Their product is, unfortunately, a very crucial cog in students' academics. It should have been ready before it was put on the market, they should be more accessible when it comes to notifying and addressing problems, and they should have offered some sort of apology -academically, financially, or at the very least for the sake of their own honor by way of humility. I wish my school never used this homework program; more than 3,000 years without computers for homework successfully and suddenly everyone thinks that it is no longer a working strategy.]
Regards,
[redacted]