Cengage Learning , Inc

Dear Mr. [redacted], Our apologies for the product issue you experienced recently when utilizing one of our texts for your course.  One of our Customer Support Agents reached out to you earlier today to provide an update on your request.  We have issued a refund to you for your defective...

product.  We are also taking the extra step of notifying our manufacturing team to this error, so thank you for bringing it to our attention.We wish you best of luck in your course this semester.  Please let us know if we can be of additional support!Sincerely, [redacted]Senior Student Support & eCommerce Manager[redacted].[redacted]@cengage.com([redacted]

Dear [redacted], Our apologies for the issues you’ve experienced in registering for your course.  We do appreciate your business and are always disappointed to see when our students have a bumpy start.We've reviewed your order number [redacted] and show that the code was purchased under email...

address [redacted].[redacted], which appears to be the wrong email. The code was an instant access code, which means it was automatically registered to this account once your purchase was complete. This is why you weren't able to access it. Per your request, a refund has been issued to your account under credit confirmation [redacted].  Please allow up to 2-5 business days for this refund to reflect on your credit card statement. If you need further assistance, please do not hesitate to contact us.  We look forward to serving you in the future. Sincerely, Cengage Customer Support

Revdex.com:Not acceptable. First, like your product your work into figuring out my class schedule is poorly done. My final class for the quarter is March 16, not in April, and you can see that from the pic of the course syllabus attached.I don't use the product at all anymore - I needed the flashcards for the midterms and adding them after the quarter is half over is not an acceptable solution to me. We have 10 week quarters at Antioch Seattle. You sold me a product with the understanding that I would have access to all of its featifea and that these features would help me study. This has been false. I want a refund for the full price, but if you insist on prorated - at least calculate my quarter correctly. 
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].
 
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. While the response in Revdex.com message states "we have credited your account for the book that was not received by our warehouse" an internal message from Cengage states "for a book that was not returned". Saying that I would like to take this opportunity and consider this matter closed. This is in case future book orders online with Cengage bring this claim about that could potentially put a hold on my account.
Regards,
[redacted]

Our apologies for the delay in responding. We reviewed this request and have confirmed that this product was delivered on 11/2/15 and signed for by [redacted].  This is the first contact we have had from the student so I would ask that he check to see if someone at an office with the dorm or an...

apartment building has the book.

I have had issues with this company before. I made a case through Revdex.com with the number #[redacted] and stated this originally: "I purchased a textbook for my Elementary Nutrition class at [redacted]. The class required an online access code so I bought a brand new textbook with an access code. I bought the book through [redacted] and it came all sealed. I used the access code it came with for Cengage Brain and everything worked fine for about a week. The website then prompted me to reenter my access code. I did this and was told that the access code was already in use and I would have to pay to continue my usage of the website. I tried to email and call the company to figure out what was going on (I first contacted online on the 6th. I got a response on the 7th but nothing after that). However, no one ever really got back to me through their online customer service and when I called them all I got was a "tough luck". Because of all this I had to repurchase a textbook (for some reason it was cheaper to buy a knew textbook instead of simply the access code). I [redacted] had enough money to buy the textbook in the first place let alone buy it a second time. I found their customer service to be horrendous and honestly hope my future classes use other online learning resources." It seemed a solution was made and if I shipped my book back I would be refunded the $116. The book reched their warehouse on 10-03-16 and I have not heard anything from them or received a refund. I have now been told again that my access code has expired again! This is completely ridiculous. I need to be able to do my school work without having to repeatedly complain to the company!  I would like to get the refund for my book and for my access code to work (and continue to work).

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]

Dear Ms. [redacted], Our apologies for the delay in responding to your refund request.  As students head back to school, we experience longer than average call hold times and our ability to respond to all customer cases as quickly as we would like is also affected.  We have issued a refund...

back to your credit card under credit confirmation [redacted].  Please allow 5-7 business days for this to appear on our credit card statement.Best of luck this semester!Sincerely, Cengage Customer Support

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 want to add that it is unacceptable to ignore your customers for 10 days and it takes a formal complaint to get any communication. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

Ms. [redacted], My apologies for the content issue you experienced in using your Mindtap product this semester.  We have been in communication with our product team and the missing flashcard content will be added by February 7th.  Given that your class started on 1/4/18 and runs through 4/7/18...

(25% into the course), we are extending a 25% refund back to the credit card you used to make your original purchase.An agent will be reaching out very soon with your credit confirmation number via your original case submission.We apologize for this oversight and wish you much success this semester.Best, [redacted] eCommerce Customer Support Manager

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]

Dear Ms. [redacted],  Thank you for contacting Cengage Support and for your continued business.  We apologize for the inconvenience you have experienced with your rental return.  As a one time accommodation, we have processed a complete reversal on the convert to purchase invoice...

for the rental that was not received in our warehouse.  The confirmation number is [redacted]. This will allow you to repurchase the access you need for your course since it was originally cancelled.Please visit www.cengagebrain.com to repurchase your materials. If you require assistance inacing your order, please feel free to contact us at [redacted] so we can assist.Best, [redacted] Senior Customer Support Manager, E-Commerce & Student Experience Cengage 1[redacted]  [redacted]
[redacted]
[redacted]cengage.com

[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 #12348603. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]