Pearson Education

Review: I purchased the book Elementary Statistics Using Excel, 5th Edition, a Pearson Higher Education product for my community college course Elementary Statistics on 5/31/15. The book comes with an access code that provides access to an online grading system required by my course called MyStatLab and provides access to download the Microsoft Excel addons XLSTAT and the Analysis Toolpak. Page 42 of the book directs the user to visit the website www.pearsonhighered.com/xlstat and to use the access code that came with the book. The code that came with my book was invalid and when contacted, Pearson Education was unwilling to provide an access code unless I paid for it separately from the book. So I bought a new access code for $95.70 and was never given an access code. I am still unable to access XLSTAT because the site to download XLSTAT from requires the access code. I contacted Pearson customer service to obtain my access code and was told they would not provide one for me, despite the fact that I paid for one. This company has repeatedly asked for additional purchases in order to obtain what came with the book. This is the second complaint I have had to file. If the issue remains unresolved, I will exercise my right to involve local media and an attorney.Desired Settlement: I purchased a book with an access code that was invalid. Pearson was unwilling to replace it so I paid more money for an access code. The receipt did not have my access code on it and when contacted, customer service refused to provide and it told me I had to pay more money. I wish to have what I paid for. I have kept chat logs, screenshots, and all correspondence with this awful company and they are available upon request, and to any interested party. The next parties that receive this information will be the local media, an attorney, and this marks the last chance Pearson has to resolve the matter before I report this issue as theft.

Business

Response:

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.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.

Review: I'm taking a college course which requires use of Pearson's "MASTERING BIOLOGY". I bought an access code independently as it would work out somewhat cheaper; a little bit is a lot for a college student. So I set it up, serial number validation is good no problems. Now Pearson asks for my Course ID and upon entering it rejects my enrollment because my book has a different author. I did look online before purchasing, so I was being sure I was buying "MASTERING BIOLOGY" and not "INTRODUCTION TO MASTERING BIOLOGY", as someone had done in the past. Teacher also said it was OK to use a different version of the book just that he couldn't tell us which chapters corresponded. Ok next I go to the live online chat to try and get this mess sorted, I've paid money for the course already and figure technical support can make the appropriate adjustment. Not only did the agent deny me this as "per policy", I was also told my serial was now "used" and I would need to purchase it again! Being a summer course and very short and fast paced, I had no other option but to go through the steps of purchasing another access code for the same product. Now when I login I can see both of the courses, I have been scammed because that course will never be used, and they know that. I paid twice the amount I should have, I repeatedly informed the agent that I did not need access to the textbook (eText); all I needed was access to my teacher's homework problems. When buying the code, Pearson's website gives the option to "Buy with eText" or "Buy without eText", a $32 price difference. So if they do sell the course without the textbook, why was I refused this service? I was, in essence, giving up my rights to use the digital eText for the version which I had paid for, so that I could do my homework problems. Pearson clearly labels the textbooks with "MASTERING BIOLOGY", exactly as shown in my course syllabus, nothing about specific versions. The information is misleading and wrong. Bad way to treat your students, bad business :(Desired Settlement: Well, one way or another I have paid for two access codes and Pearson know this. All I'm asking for is please to be fair. If anything, I would greatly appreciate it if Pearson refunded the amount charged on my credit card ending in 3601. My account ID is [redacted].Of course as part of the refund Pearson may remove the class that is not relevant to my course but shows up when I log in. It's 100% unused. I only need access to one class. My book is the Johnson edition, which I do have a copy of.

Business

Response:

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.

Consumer

Response:

I am rejecting this response because:

All is fine and dandy but you fail to mention and acknowledge that I have (unjustly so) paid double the amount for one product. Like you said I can't use the first code because it had a "different authour"--even though I wasnt even buying the eText/text from you. I paid twice the amount to do homework problems? The technicality over why the code was rejected is understood, but this doesn't solve the issue of me having to pay double. One way or another, pearson received or rather TOOK money from me for 2 products and Im never going to get to use one of the products. Also, the support tech never mentioned anything about 5th/6th edition serial swaps, this is just like damage control now I feel like. While it may have been another edition, nowhere was it marked or implied (as several others in my class found out), that the code would not be accepted--even the instructor was shocked. In the future if you are going to emplore this revenue generating activity on the backs of students, please let students know in clear text on the front cover. Not just " MASTERING BIOLOGY" --a huge mislabeling and misleading idea.

Regards,

Jas Gill

Review: I called Pearson Education in September to order a college book. It was very hard to communicate with the customer service representative due to his thick Indian accent. He informed me that my payment had been declined. I knew there was money in the account, but thought perhaps my bank had blocked the charges since they were from an unusual source. I was very frustrated since I had already spent a long time on the phone, spelling and re spelling my name etc. So I asked to get an order number in case I called back so I wouldn't have to re do everything. I checked with my bank, everything seemed fine. However, later that day I found my school was selling the same book for less, so I purchased it from them.

Later I received two books (one from Pearson and one from my school) and two charges. I called and spent another forty plus minutes on the phone trying to understand how my declined transaction had mysteriously gone through and why I now had an extra textbook. I spoke with two representatives, both of which kept repeating 'We show that the book has been shipped to you, you should have received it.' It was infuriating just trying to get them to understand that I shouldn't have received the book at all! I stated that I was told my card was declined and the order wasn't going through and all I wanted was to return the book and get a refund. Finally they understood me and sent me a return shipping label. They said I would get my money back as soon as they got the book back.

They charged me 9/19/13 for about $149. I sent the book back 9/24/13 and UPS tracking showed they received it 10/2/13. On 10/10/13 I called since I had gotten no refund. I was then informed it would take six to eight weeks from when they got the book back! I'm a low income college student that works two jobs to cover everything. It is ridiculous for them to tie up $150 of mine for three months that never should have left my account! Then my call was lost being transferred to the credit department....Desired Settlement: First off I want my money! And not in two months! They have had it for twenty two days now, when it never should have been taken in the first place! I want a change in policy. If it is the companies error they should do a better job of fixing it. Once you tell someone they won't be charged you can't just change your mind. They are at fault and should not get six to eight weeks, beyond the twenty two days they have already had, to fix it. Secondly, I want better training for there employees. If you're going to ship out your jobs over seas then maybe make sure they understand English well enough to deal with your English speaking customers. This whole mess has been increasingly awful because of bad communication. Lastly, I want an apology. This has taken hours away from work and school and has caused me great amounts of stress.

Business

Response:

The refund will post back to Ms. [redacted]'s credit card within 3-5 business days. We have forwarded the order and the complaint to Customer Service management to review theirprocedures.

Our apologies to Ms. [redacted] about the inconvenience this has caused.

If she needs anything further, she can contact me directly.

Thank you

Consumer

Response:

I have reviewed the response made by Pearson to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I have used this product for two classes that I was taking through EdCC. The first one was Environmental Sciences and upon downloading Pearson I got malware, and additionally having tried multiple locations I could not get it to function properly which negatively affected my final grades. Then last quarter I ended up having to drop out of an English class because again it didn't function correctly which has now affected my financial aid eligibility.The Environmental Science class fee was $28.00, and the English class was $35.00.I would like a full refund. I have attempted several times to contact them at the only phone number I could find, the same one I provided you.Sincerely,Desired Settlement: The Environmental Science class fee was $28.00, and the English class was $35.00.I would like a full refund. I have attempted several times to contact them at the only phone number I could find, the same one I provided you.

Business

Response:

Pearson issued refunds today to this customer

Consumer

Response:

I am rejecting this response because:

Bank has verified $38.01 on 4/21 and $7.60 on 4/22 but have no record of either $7.60 refund on 4/21. Giving them the benefit of the doubt, is it possible they refunded these to the wrong account?Also the larger charge was not $38.01. It was processed for $38.33 on 1/7/15. Transaction number [redacted]

Business

Response:

I confirmed with customer service that two refunds in the amount of $7.60 on April 21. See attached screenshot. Regarding the second issue:the order that was submitted online, the online product was $35.00 and tax was estimated at $3.33 total $38.33. Her credit card was authorized for this amount.The final invoice for the order once it was fed to UOPS and was processed and the tax charge was adjusted to $3.01. When we charged her card for payment for the order we only collected $38.01.?

Review: I have been required to purchase a course through Pearson for a class and have had substantial difficulty in signing in to the course I paid for which is only available online.

While they claim to offer 24/7 customer support, they apparently do not count email and so require everyone to call them. Having no other option to get my product to work, I called them and was put on hold for just shy of 2 hours which to me indicates a lack of concern for customer support on the part of Pearson. When I finally did get through, the person on the line continually ignored what I said (such as how I restarted my computer, cleared and switched browsers, etc) and told me step-by-step all the things I explained I already tried. He further ignored questions I asked and finally just stopped talking to me in the middle of my asking for clarification on what he said. Several hours later, there has been no attempt to contact me even though I gave all my contact information in the beginning of the call.Desired Settlement: A refund for the time I wasted working through Pearson. My time is worth at least as much as the people paid to answer calls given that my phone costs money and I have better things to do than have someone tell me to do something I just explained having done. So multiply the wage given to whoever answered my call by 2 hours and I'll forgive not being treated like a customer who is over-charged for a terrible product.

Business

Response:

While we do understand the customer’s complaint about wait times, our agents did attempt to assist this customer with his settings, but it appeared that the customer ended the call while the agent was assisting him. That being said, we have processed a refund for $30. The refund will be applied back to the customer's credit card within 3-5 business days.

Review: I purchased access to MyMathLab, an online access to educational materials. I was promised a year of access. But suddenly, only after two months, I lost access to it. I requested Pearson to please restore my access. Pearson refused. I explained to Pearson that I purchased a subscription that was supposed to last longer than just two months. Pearson refused. I asked Pearson for a refund or a new access code. Pearson refused. Furthermore, I requested many times to contact a manager. Pearson ignored my request. This went on for a week. Meanwhile, I never had access to MyMathLab.Desired Settlement: I would like a new code for access to MyMathLab for full subscription time or a FULL refund so that I could purchase another MyMathLab code. I need to speak to a manager.

Business

Response:

Summary:

MyMathLab access requires:

1) access code

2) course ID

3) email address.

This is confirmed on the access kit instructions and also on www.mymathlab.com.

This student enrolled in course ID [redacted]. This instructor made the student 'inactive' in the course. Therefore the student can no longer access the materials. The instructor manages access into the course AND access into a course is required to be able to access content on MyMathLab. There is no access without a course ID. The student requested access as they are self study. There is no self study available on mymathlab. Support provided an explanation of the situation to the student and requested for the student to ask for instructor assistance. The student continues to demand access into the content. This is not possible without a course ID.

This student then requested a refund for the used access code. If this code was purchased at a bookstore or third party site such as Amazon, then they would be responsible for a refund.

This student then requested access to a next semester Math course. We can do this. We will make the access code available to be used again for a course next semester using a course ID.

thank you

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I had purchased a year access. I need Pearson to fulfill their end to give me subscription access for the full duration of the time I had purchased. Not just 2 months or a few weeks. I paid a lot of money for subscription access and I want all that is entitled with my purchase. I had requested a REPLACEMENT for Pearson's defective product. I need a written agreement from Pearson promising either a FULL access for the entire duration for what I had paid for or an immediate refund. I need a guarantee that I will have access to MyMathMab. It is absolutely despicable that Pearson continues to ignore responsibility and take consumers' money and not fulfill their own business end of the bargain.

I need a name of a specific manager at Pearson who will make sure that Pearson fulfills this promise to give me the FULL subscription access. Their customer service continues to IGNORE my request to contact a specific manager. This entire company seems to have no clue who is the leader of customer service. There is NO oversight on customer service at Pearson. The lack of customer service quality often exasperates any issues a customer has with Pearson's products.

Regards,

Business

Response:

Pearson has agreed to refund the customer $91.02 that he requested. Pearson's Customer Service Dept. will reach out to the student directly to process this refund.

thank you.

Review: After four times requesting a refund with this company, I am fed up. my first refund request was september 25th. then on I submitted three more during these past months that I have not gotten any response. I requested the refund after I had to drop a class that I had bought this program for. I sent my request within the alloted time. I recieved auto messages after every refund reuest that I sent. To get any real response from them I had to call mutiple times. When I had called customer service for it help, they told me that their was no line that I could call to talk to anyone about the refund. They apologized and said that the only way they do refund is completely online. I think this horrible customer service for such a huge company. All I want is my money back! Im tired of having to go back and forth and not being to call anyone about my refund! It should not ttake me four refund requests.Desired Settlement: I would like to just recieve my refund.

Business

Response:

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

Review: I have been required to purchase a course through Pearson for a class and have had substantial difficulty in signing in to the course I paid for which is only available online.

While they claim to offer 24/7 customer support, they apparently do not count email and so require everyone to call them. Having no other option to get my product to work, I called them and was put on hold for just shy of 2 hours which to me indicates a lack of concern for customer support on the part of Pearson. When I finally did get through, the person on the line continually ignored what I said (such as how I restarted my computer, cleared and switched browsers, etc) and told me step-by-step all the things I explained I already tried. He further ignored questions I asked and finally just stopped talking to me in the middle of my asking for clarification on what he said. Several hours later, there has been no attempt to contact me even though I gave all my contact information in the beginning of the call.Desired Settlement: A refund for the time I wasted working through Pearson. My time is worth at least as much as the people paid to answer calls given that my phone costs money and I have better things to do than have someone tell me to do something I just explained having done. So multiply the wage given to whoever answered my call by 2 hours and I'll forgive not being treated like a customer who is over-charged for a terrible product.

Business

Response:

While we do understand the customer’s complaint about wait times, our agents did attempt to assist this customer with his settings, but it appeared that the customer ended the call while the agent was assisting him. That being said, we have processed a refund for $30. The refund will be applied back to the customer's credit card within 3-5 business days.

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I had purchased mymanagementlab access for my Human Resource Management course, like several other students and my instructor, my access did not work because Pearson had changed the edition from the 12th (which I have) to the 13th. When I spoke to them, after they had re-issued access codes to several of my classmates and the instructor, they said that since I did not purchase it from my school bookstore, or from them, that they would not provide me with access to the course.Desired Settlement: Access to the 13th edition of the course, I have paid for it after all.

Business

Response:

Current policy is that if a student purchases from a third party retailer, they need to contact their point of purchase regarding the return/replacement. If they purchase directly from Pearson or the campus bookstore, Technical Support will replace the product. It appears that the student purchased the wrong product for his course--the instructor moved into the new edition and he bought and older version.

Review: I purchased one of this company's textbooks through [redacted]. It was purchased brand new with the access code, delivered shrink wrapped and the access code affixed inside of the book. I have always done this through this company with no problem. This time, however, the code that came with the book did not work. I contacted Pearson chat and Pearson tech support by phone and was given 3 reasons why this code was not valid. First excuse: "The access code is not suited to your course." Second excuse "They are selling most of our defective product." Excuse 3 "Perhaps [redacted] put the wrong codes in the book." I requested a new code to be used, but I was told it was outside of their policy. They suggested I return the book . I CANNOT return the book because it is out of the shrink wrap and the code has been scratched (although unused). I find it HARD to believe this company cannot simply give me a new code. The customer service I have experienced was horrible. If I had another choice, I would not order any products through Pearson again! No excuse is valid and any company should stand behind their product!

The school is [redacted] and the Instructor is [redacted]. The course is [redacted] and I do not have the course ID. The email for the instructor is [redacted]Desired Settlement: I either want a full refund of the 201.33 I spent on the book and access code or an access code provided so that I may continue my coursework. Of course the second outcome is preferred but it must be before I fall behind in my course. I also can purchase the book at school for over 260.00 and have Pearson reimburse me that cost. I am open to any resolution as long as it is resolved!

Business

Response:

As per our policy, we do not replace access codes from packages that were purchased through a 3rd party such as [redacted]. However, we will reach out to this student and provide her with a replacement code. We will only do this one time and in the future she needs to purchase the textbook from her school's bookstore or directly from Pearson to avoid these issues

Consumer

Response:

Review: [redacted]

I am rejecting this response because: The instructor has intervened and was able to obtain an access code. Thank you for your prompt response and willingness to help!

Regards,

Review: Billed us for 1045 dollars that we did not authorizeDesired Settlement: We have contacted our credit card company and disputed the charge. We are expecting them to take care of it. We wanted to see if others had the issue.

Business

Response:

We are investigating this issue and I have been in direct contact with the customer. We will update the Revdex.com asap.

Business

Response:

Our Customer Servcie Dept. spoke to Mrs [redacted]. The bank stopped the charge before it went through. We explained that we were a legitimate company and that it could be fraud. We had asked Mrs. [redacted] for her card number to investigate, but she wasn't comfortable giving the cancelled card, so we were unable to turn anything more up.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: Pearson Education has committed fraud by not providing adequate product delivery. Their service is required by my university to meet the standards of my academic program but their lack of service is hindering my performance.Desired Settlement: At this point in my competitive academic program I am demanding a full refund. I am still seeking other avenues to report this neglectful and abusive use of funds from college students. I intend to collaborate with my cohorts.

Business

Response:

Our client services team were able to ascertain that there were issues with the links in this cousrse. The team emailed the student on 10/3/14 to make him aware of our findings and the work we were doing. Since then, we have completed fixing the links to the appropriate remediation resources in his course (and the other courses at[redacted]). We are still working on a way to link the remediation to the appropriate quiz, but the student can access these quizes in the left hand navigation of the course in the meantime.

I have an unexplained $68 charge on a credit card and have run into a brick wall trying to get an explanation or resolution from Pearson Education. Neither the web site nor the phone number leads to any useful or relevant information. Human contract seems impossible.

They have false advertisement stating 24 hour tech support. If you ever have a problem there is no assistance and it has caused me having issues completing assignments on time. This is affecting my higher education!

Review: Item was shipped and returned per specifications and within return policy guidelines. Item was received and processed by the company. Refund was never issued and company refused to return any inquiries indicating when refund would be issued.Desired Settlement: I would like a full refund as is due.

Business

Response:

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

Review: We have attempted to get a refund for a textbook that we do not have access to on our account. This was paid for July 15, 2015. Attached receipt. We have been trying to get a refund and was told we would have a refund within 7 business days. It has now been 12 days and nothing has been done. The customer service is nothing but a run around and waste of time, tech support is also no help at all, they don't even have a customer service number. I am also attaching a screen image that we took that shows we do not have access to the book we paid for. MyMathLab.Desired Settlement: Total refund asap $95.70.

Business

Response:

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

Review: Pearson Education provides textbooks for college students, with that, if your textbook does not work, expect a decent wait for the product to function properly. I am now going on day 3. And about 4 hours at least, between my book not working and now this duplicate account they refuse to delete. Pearson will not delete or purge accounts, the representatives state that they cannot do this. They can only disable my account but promise that my information is "safe". This is on a duplicate account, that was created so that I could access my coursework. I have now spent over 4 hours working on this issue, now knowing that Pearson will hold accounts hostage indefinitely. For what reason? If a customer demands to have personal information removed, that should be done easily. Not with Pearson, the prices are high, support is iffy, and you are doomed to live in their servers for eternity to come, no matter how you ask to be removed from their system.Desired Settlement: Delete my account recently created duplicate account (do not disable it... permanently remove all of my information), as it was in attempt to access my coursework, for a book I paid good money for, that I cannot access the material needed and paid for with Pearson. Provide better technical support for your products, ensuring they work when the student needs them for class. I feel like this was a waste of money, and like I want to avoid Pearson at all costs in regards to anything done online .

Business

Response:

We found two incidents for this student [redacted] (email [redacted]). Both registration attempts failed. We disabled one account and are working with the engineers to try and get the other account fixed. We do not have the capability of deleting accounts as this is a safeguard for accidentally deleting course work. If we remove an account, all course work gets deleted as well. However, since this is a failed registration attempt and the only subscription in the account is the Portal subscription, we updated the escalated incident and asked the engineers if there is any way they can completely remove the account from our systems. I don't know if they are able to do this but we will keep checking for updates.

Consumer

Response:

I am rejecting this response because: this is all information I already know. How is any of this information helpful? I believe for all the time spent, over 4 hours... No contact from pearson in over 24 hours and still no access... I should at least be reimbused for my time, as it should not bethis difficult and it is thursday... The issue was reported monday and I still cant access my course for my homework due on sunday. My instructor has also contacted you. I should get what your reps get, multiplied by the 4 hours I spent online at least... And get a working product. If I cannot completemy online assignment, you should get me up and running and refund me all together, as it is the companies fault the product doesnt work, and im a deans list student that is being extemely inconvenienced. Please do not use my name in anything that would be used online... I didnt use my name on the complaint for a reason. Pearson would not exist if it werent for the need, be a reputable company and do the right thing. Right now this is a dissapointment, and my thoughts are that pearson is catty in response to its customer complaints, and not efficent, and frankly a nightmare.

Business

Response:

Unfortunately an account can't be completely removed from the database. We can only change the account information so that its inaccessible which looks like it has already been changed.If she hasnt been contacted already, someone will be in touch with this student to discuss her issues

Review: I called Pearson Education about 12 days ago or so, and I asked if the version of a book that I was contemplating purchasing would have an access code that I needed for my class (Biomechanics). I was told by a Pearson Education representative that the book would indeed have an access code, so I purchased it thinking that I would have all of the supplies I need for my class. Once I received the book, I looked for the access code but couldn't find it. I then called back and spoke to another representative who then told me that I was originally misinformed, and that the book that I purchased didn't come with an access code, but this was after I was already told that it DID and after I had already bought the book. I called back one more time a couple of days after that to file a complaint and to make known my feelings that since someone from the company told me in advance of my purchase that I would have an access code, an access code should be provided to me. When I called the third time, I was told that the division of the company I was speaking to didn't have the authority to do anything more than file a complaint, but that someone who did have that authority would be in contact with me within 24 hours. I waited for about 48 hours, and when I received no form of contact, I called once again and spoke to a customer service representative who didn't know anything of the situation and told me he would find out what he could and have someone call me. This someone called me the next morning, asking for the same information I had already given someone I had spoken with previously, and proceeded to get an attitude when I informed her of this fact. My issue has still not been resolved after what has probably been a couple of days more than a week, and the slowness of the company has caused me to miss the window for returning the version of the book I purchased so that I can have the available funds to purchase an access code.Desired Settlement: Since I was misinformed by this company (see above), I think that they should refund me for the access code that I am now going to have to purchase. I think this is a valid request because the misinformation of the company along with their lack of communication and overall slowness to respond has caused me additional expense that could have been prevented with a truthful answer from the beginning. .

Business

Response:

Pearson's Customer Service Dept. has reached out to the customer to arrange for a refund.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I can't access a course that I bought from them and then when I tried contacting them via their online chat service, I always end up waiting an hour and they always say to wait two hours. My first contact with them was at 3:50 pm today so I waited. I contacted them again at around 9 and they still said to wait hours. I have an activity due tomorrow in class on that course and I'm not prepared since I can't access the site the course is in. Customer service was disgustingly poor. I am really annoyed right now.Desired Settlement: I want access to the course that I was supposed to be in! I have all the proof and documentation in which it says that I rightfully purchased that product.

Business

Response:

This customer stated that he registered and the course was not showing up. We had experienced registration services unavailable or slow on 9/12/13 between 1:23 PM and 7:19 PM Eastern time. The first chat incident came in on 9/12/13 at 3:48 PM Eastern time, we notified the customer of this issue and asked him to try registering again at a later time. The second chat incident came in on 9/12/13 at 9:58 PM and he was registered but his course was not appearing. Our agent advised him to try accessing again after some time. This made the customer quite upset and he asked to be transferred to a Supervisor. The agent advised the customer that they would forward the information of the incident to someone with advanced expertise in supporting the product. The customer said he was going to end the conversation because he was seriously annoyed and might say things and thanked the agent for their help, then disconnected. As of this morning, the course has appeared in the customer's account.

We are using this information with the internal teams to make improvements for the future.

Review: I purchased a brand new textbook ([redacted]) from the bookstore ([redacted]) at my community college ([redacted] now [redacted]. The textbook is the required book for my class Introduction to Computers provided at [redacted]. The professor requires us to use the access code to gain access to the companion website for assignments, homework, and the like. The access code was giving most student an error message, so the professor provided us guidance to call Pearson's technical support to get a new access code. When I called the number, the representative automatically said that she was not going to provide me an access code; that I needed to go back to the bookstore and they would provide me with a new access code. The professor said no, that the school is not responsible for issuing codes, and the publisher (Pearson) needed to give me the access code. All other students in the class have gain access to the website following the same guidelines provided by the professor. The Pearson representative said that it is their policy not to give access code to students, but all my classmates have been giving a new access code thru the same technical support number provided by the professor. I paid $200 for a brand new textbook with the access code, but now I cannot ask for a refund because the textbook had the access code scratched off (I had to scratch it so I could read the access code). The bookstore says that we need to wait for Pearson's response which have been days now. I am going to start week 3 in my class, and I still do not have access to the required website. I am stressed out and feel like no one is trying to help me. Pearson representative was evasive, did not provided me with an incident number for me to follow up, and she hung up the phone on me three times. I had explained to her that other students were doing the same thing and that they were provided with new access codes, but she kept saying that it is not their policy. HelpDesired Settlement: I want a brand new access code to the class that I am falling behind on. I just cannot understand that a company as big and money-hungry like Pearson, would not resolve this issue. It is a brand new textbook, brand new access code, and I paid for the book! I need the access code for my class. Thank you!

Business

Response:

The adjunct professor was confused. We have already spoken with her. ThisSchool does not require or use [redacted], and thus, students have no need to havean access code to [redacted]. The adjunct gained access to [redacted] but it is notused at the school by the students. The adjunct thought that the access code inthe front of the Text, which gives students access to certain parts of thecompanion website, was for [redacted]. It isn’t. The adjunct told thestudents to use the companion website for [redacted] and of course they did notwork. the student did register with her CW access code that camewith the book so she should be okay now.