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Pearson, Inc

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Reviews Pearson, Inc

Pearson, Inc Reviews (13)

Review: Purchased "Mathematics in Action" from my campus book store on January/**/2014 at 11:15 am MST. After reviewing the contents of the package, it became apparent that the access code for the online portion of the course was not included. I spoke to my campus book store, and explained that my "Mathematics in Action" did not come with all the material. I was informed to reach out to the Pearson INC on Jan/**/2014 at 3pm MST. I called and spoke to customer service and was never issued a complaint number or even able to reach out to a supervisor until a 5:39 MST, this was after being on the phone for an hour. Then Pam came on to the phone and said that she was the supervisor. She was difficult to talk to and grossly unprofessional, for example: she was addressing me as "dude". I asked her to provide me with a complaint ID and to review the prior customer representitives conduct over the phone.Desired Settlement: I would like a hand written apology letter from My access code for my class.

Business

Response:

Pearson's Customer Service Dept. has reached out to the customer to provide this customer with the proper access code

Review: Since Spring semester of 2014 I have experienced problems with Pearson. I attended a college in 2013 where I used Pearson successfully for the first time.. Since then however, it has been nothing but hell! In spring of 2014 I signed up for a class that linked Pearson materials to my [redacted] school site. Pearson did not effectively link their material with my course. I was forced to drop the class so that I could receive my refund before it was too late because they did not consider MY money a priority. Now this semester I am experiencing the same problems. The deadline to drop the class with a refund has already passed and I will be out $650 if they do not get this problem resolved. The initial call for this most recent problem was placed on 05/**/2014, a Monday. That very day, my problem was escalated to a higher department in technical support. I did not receive any feedback so I called back again. The customer support was extremely reluctant to let me speak to their superior and gave major attitude. I called two days later and was told it was escalated into the engineering department. I asked for an email or a phone number to contact them through and was told I was not able to receive that information. I have called nearly on a daily basis since then, and every time I am brushed off or "assured" they are working on it. This semester is an 8 week course. This is already week 2 into the course and my problem still has not been resolved. Below are just a few of MANY emails exchanged. Further emails can be provided if necessary.

Dear Summer,

This email was generated as a request from the Forgot Login retrieval based on the search criteria provided. This login information has only been sent to this email address.

To ensure account security, please change your password immediately through your Account Profile at [redacted].

Check that the site you are trying to access is listed below. If not, you may have other Pearson Education accounts with different Login Names and/or email addresses. Return to the Forgot Login Name/Password Retrieval form to locate other accounts: [redacted]

-----------------------

LOGIN NAME AND PASSWORD

-----------------------

ACCOUNT ID: [redacted]

LOGIN NAME: [redacted]

PASSWORD: [redacted]

If this information does not allow you to access your site(s), please return to the login assistance page and enter a different login name or email address to locate other accounts you may have: [redacted].

----------------------

QUESTIONS OR CONCERNS?

----------------------

If you have any questions or concerns, please complete the online Product Support form at: [redacted] Sincerely,

The Pearson Education Product Support Team

Message

Dear Summer,

The changes you made to your account were successfully saved.

If you'd like to review the changes, you may log into your Account Summary: [redacted] If you have additional questions or concerns regarding why you received this email, contact Product Support: [redacted] Sincerely,

The Pearson Education Product Support Team

Message

Recently you requested personal assistance from our online support center. Below is a summary of your request and our response.

Subject

MyManagementLab - Forgot Username

Discussion Thread

Response Via Email ([redacted]) 05/**/2014 09:25 PM

Dear [redacted],

Thank you for contacting 24/7 Technical Support.

Per our conversation, I am sending this issue to a special department for handling. You may expect to hear from them in 24-48 hours.

Your incident number is [redacted].

Should you experience additional problems relating to this issue, feel free to reply to this message so we may assist you further.

For your convenience, visit our 24/7 Technical Support website at [redacted]. For help with the knowledge base, go to [redacted]

Thank you again for contacting 24/7 Technical Support.

Sincerely,

24/7 Technical Support

Customer By Phone (Entered by [redacted]) 05/**/2014 09:25 PM

LOGIN ID or USERNAME: [redacted] ERROR, ISSUE, or REASON FOR CALL: unable to successfully link from my campus Desire2Learn course to Pearson materials

COURSE ID, WEBSITE, or PRODUCT INFO: Human Resource Mgmt. Access Code: [redacted]. Book: Human Resource Management, 13ed, Dessler.

Instructor: [redacted].

ANSWER (**), SOLUTION, or STEPS TAKEN: Was not able to access eText during SSO.

URL LINK: polk.[redacted]

NEXT STEPS (Resolved/Referred/Advanced/Escalated): Advanced

Message

Recently you requested personal assistance from our online support center. Below is a summary of your request and our response.

Subject

DI D2L/MyManagementLab - SSO1 Error

Discussion Thread

Response Via Email ([redacted]) 05/14/2014 01:45 PM

Dear [redacted],

Thank you for contacting 24/7 Technical Support.

I apologize that your call was not transferred to me for some reason.

I wanted to email you though, so you are aware that we have sent the issue you are seeing to our Engineers for review.

Once they review it, they will then get back to us with whatever the resolution might be. Please be aware however that I do not know how long it will take for them to review this, so if you feel you should drop the course instead, then please do so.

Should you experience additional problems relating to this issue, feel free to reply to this message so we may assist you further.

For your convenience, visit our 24/7 Technical Support website at [redacted]. For help with the knowledge base, go to [redacted]

Thank you again for contacting 24/7 Technical Support.

Sincerely,

24/7 Technical Support

Customer By Phone (Entered by [redacted]) 05/**/2014 01:35 PM

LOGIN ID or USERNAME:

ERROR, ISSUE, or REASON FOR CALL: Today is the last day that she can drop the course and needs help now

requests to speak with a [redacted]

COURSE ID, WEBSITE, or PRODUCT INFO:

ANSWER (**), SOLUTION, or STEPS TAKEN:

URL LINK:

NEXT STEPS (Resolved/Referred/Advanced/Escalated): transferred to [redacted] but call didn't make it to her

Response Via Email ([redacted]) 05/**/2014 09:25 PM

Dear [redacted],

Thank you for contacting 24/7 Technical Support.

Per our conversation, I am sending this issue to a special department for handling. You may expect to hear from them in 24-48 hours.

Your incident number is [redacted].

Should you experience additional problems relating to this issue, feel free to reply to this message so we may assist you further.

For your convenience, visit our 24/7 Technical Support website at [redacted]. For help with the knowledge base, go to [redacted]

Thank you again for contacting 24/7 Technical Support.

Sincerely,

24/7 Technical Support

Message

Recently you requested personal assistance from our online support center. Below is a summary of your request and our response.

Subject [redacted] - SSO1 Error

Discussion Thread

Response Via Email (Edison) 05/14/2014 03:37 PM

Dear [redacted],

Thank you for contacting 24/7 Technical Support.

I am very sorry for the delay this issue with your Desire2Learn course has caused you.

As per our conversation earlier, one of our specialists will be contacting you within the day to further assist you with this.

Should you experience additional problems relating to this issue, feel free to reply to this message so we may assist you further.

For your convenience, visit our 24/7 Technical Support website at [redacted]. For help with the knowledge base, go to [redacted]

Thank you again for contacting 24/7 Technical Support.

Sincerely,

Edison

24/7 Technical Support

Response Via Email ([redacted]) 05/**/2014 01:45 PM

Dear [redacted],

Thank you for contacting 24/7 Technical Support.

I apologize that your call was not transferred to me for some reason.

I wanted to email you though, so you are aware that we have sent the issue you are seeing to our Engineers for review.

Once they review it, they will then get back to us with whatever the resolution might be. Please be aware however that I do not know how long it will take for them to review this, so if you feel you should drop the course instead, then please do so.

Should you experience additional problems relating to this issue, feel free to reply to this message so we may assist you further.

For your convenience, visit our 24/7 Technical Support website at [redacted]. For help with the knowledge base, go to [redacted]

Thank you again for contacting 24/7 Technical Support.

Sincerely,

24/7 Technical Support

Customer By Phone (Entered by [redacted]) 05/**/2014 01:35 PM

LOGIN ID or USERNAME:

ERROR, ISSUE, or REASON FOR CALL: Today is the last day that she can drop the course and needs help now

requests to speak with a [redacted]

COURSE ID, WEBSITE, or PRODUCT INFO:

ANSWER (**), SOLUTION, or STEPS TAKEN:

URL LINK:

NEXT STEPS (Resolved/Referred/Advanced/Escalated): transferred to [redacted] but call didn't make it to her

Message

Recently you requested personal assistance from our online support center. Below is a summary of your request and our response.

Subject [redacted] Error

Discussion Thread

Response Via Email (Edison) 05/**/2014 03:37 PM

Dear [redacted],

Thank you for contacting 24/7 Technical Support.

I am very sorry for the delay this issue with your Desire2Learn course has caused you.

As per our conversation earlier, one of our specialists will be contacting you within the day to further assist you with this.

Should you experience additional problems relating to this issue, feel free to reply to this message so we may assist you further.

For your convenience, visit our 24/7 Technical Support website at [redacted]. For help with the knowledge base, go to [redacted]

Thank you again for contacting 24/7 Technical Support.

Sincerely,

Edison

24/7 Technical Support

Response Via Email ([redacted]) 05/**/2014 01:45 PM

Dear [redacted],

Thank you for contacting 24/7 Technical Support.

I apologize that your call was not transferred to me for some reason.

I wanted to email you though, so you are aware that we have sent the issue you are seeing to our Engineers for review.

Once they review it, they will then get back to us with whatever the resolution might be. Please be aware however that I do not know how long it will take for them to review this, so if you feel you should drop the course instead, then please do so.

Should you experience additional problems relating to this issue, feel free to reply to this message so we may assist you further.

For your convenience, visit our 24/7 Technical Support website at [redacted]. For help with the knowledge base, go to [redacted]

Thank you again for contacting 24/7 Technical Support.

Sincerely,

24/7 Technical Support

Customer By Phone (Entered by [redacted]) 05/**/2014 01:35 PM

LOGIN ID or USERNAME:

ERROR, ISSUE, or REASON FOR CALL: Today is the last day that she can drop the course and needs help now

requests to speak with a [redacted]

COURSE ID, WEBSITE, or PRODUCT INFO:

ANSWER (**), SOLUTION, or STEPS TAKEN:

URL LINK:

NEXT STEPS (Resolved/Referred/Advanced/Escalated): transferred to [redacted] but call didn't make it to her

Message

Recently you requested personal assistance from our online support center. Below is a summary of your request and our response.

If this issue is not resolved to your satisfaction, you may reopen it within the next 28 days.

Thank you for allowing us to be of service to you.

Subject

Desire2Learn - Login issues

Discussion Thread

Response Via Email ([redacted]) 05/**/2014 10:18 AM

Dear [redacted],

Thank you for contacting 24/7 Technical Support.

Your incident number is [redacted]

I'm sorry for the inconvenience you have experienced.

Order ID [redacted] for Account ID [redacted] indicates that a refund was given 03/**/2014 and should appear on your credit card statement.

If you were given a refund in error, please contact Customer Service at[redacted] and click on Contact US.

Should you experience additional problems relating to this issue, feel free to reply to this message so we may assist you further.

For your convenience, visit our 24/7 Technical Support website at [redacted]. For help with the knowledge base, go to [redacted]

Thank you again for contacting 24/7 Technical Support.

Sincerely,

24/7 Technical Support

Customer By Phone (Entered by Alex) 05/**/2014 09:56 AM

LOGIN ID or USERNAME: [redacted] ERROR, ISSUE, or REASON FOR CALL:

>The customer does not want to talk to me , but she want to speak to the highest person of the program.

COURSE ID, WEBSITE, or PRODUCT INFO:

>Organizational Management

ANSWER (**), SOLUTION, or STEPS TAKEN

>The customer does not want to talk to me , but she want to speak to the highest person of the program.

>Transferred the call.

URL LINK: [redacted] NEXT STEPS (Resolved/Referred/Advanced/Escalated):Escalated

Customer By Phone (Entered by [redacted]) 03/**/2014 09:09 AM

LOGIN ID or USERNAME: [redacted] ERROR, ISSUE, or REASON FOR CALL: The customer purchased an online access but cannot access her course.

COURSE ID, WEBSITE, or PRODUCT INFO: Organizational Management

ANSWER (**), SOLUTION, or STEPS TAKEN: I checked the student's account and verified that she really had purchased, (Order ID [redacted]) I advised her that I'll be providing the correct phone number for her to contact for further assistance, ###-###-####.

URL LINK: [redacted] (Resolved/Referred/Advanced/Escalated): SolvedDesired Settlement: I would like an ongoing and immediate resolution to this problem. A hand-written apology. Also a full refund for the purchase price of my book, the code, and for my class if I am forcibly dropped due to their inconceivably terrible customer service and products.

Business

Response:

Our customer service dept. corrected the issue to the satisfaction of the customer.

Review: I purchased an access code from Pearson to have access to myspanish lab. The access code provided does not work. I have called Pearson on three different numbers and after working with an associate been told they don't know what the problem is but the access code doesn't work and then they give me a different 1800 number where the process starts over and I still don't gain access. I tried filling a complaint via their email service and was turned away because they couldn't find my name as a paying customer. I then followed up providing my order number and they still have not fixed the issue. I am 2 weeks behind in class because no one can figure out how to fix my issue.Desired Settlement: Access to my Spanish lab or a complete refund.

Business

Response:

Dear [redacted]:

I am writing on behalf of Pearson, Inc. ("Pearson") in response to a letter from your office regarding the above-referenced matter.

On July **, 2013, [redacted] replied to us that the issue was resolved. Pearson's Customer Service Department has checked our subscription management system and found that he has successfully registered for the course. If he still needs assistance, please let me know. Our Customer Service team would be happy to reach out to him.

Review: I have a online class with this company thru my school [redacted] the temp access code that was giving to me for the class would not work for almost 2 weeks when the code finally did work on sep ** I did about 6 test and then on sept ** I called because I could not log back on when I called them they said my temp access expired on [redacted] but my syllabus says the [redacted] at 11:59 pm I called and spoke to a manager even sent my syllabus to them so they would know iam telling the truth and restore access to my online work but no response I cannot afford to get the book right now and I need my temp access there website is always freezing and crashing and failing to load the professor for the class is well aware of the problem as for she also has been getting no where with this company with [redacted] completion rate so low maybe they should look into a better educational company because this one customer service is terribleDesired Settlement: please restore my access per my syllabus

Business

Response:

Pearson's Customer Service Dept. provided the Complainant with full access to her course and e-mailed her advising of same. We apologize for any inconvenience.

Thank you very much.

Review: In June of this year I contacted Pearson about an online book that I use for teaching that they own called digits. I have used this online resource the past two years and was very comfortable with how to use it. I was in an email conversation with Pearson representatives and asked if I customize my own content will it still be there in the fall when they give me a new account. On June ** I received an email from Pearson saying that all my customized content will still be available to me. When I was able to access digits in the new format they gave me an entirely new account and did not merge my customized content from my old account that I spent the end of June to Mid August working on to get ready for my school year. Other teachers that use the same online resource had their accounts merged and all their customized content in their new account but I don't. I have been contacting Pearson for the last three weeks asking about progress on merging my accounts. Some people have said because I have two accounts they can't merge them but other teachers have the same two accounts and their content has been merged. I have not received an email on an update to my case from Pearson in over a week and I have been emailing them daily asking for updates. I have also asked for emails of supervisors and have gotten no response. I have been trying to work this issue out with Pearson but have gotten no response or help with any of my phone calls or emails.Desired Settlement: I want Pearson to merge my old account with the new one they gave me so I can access all my customized content. I did all this because I care about my job and I want my students to be prepared and as successful as they possibly can be.

Business

Response:

one of our lead escalation engineers is in contact with the customer. We will update the Revdex.com when this issue is resolved.

thank you

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 and the matter has been resolved.

Sincerely,

Review: Pearson provides virtual labs that online school courses use, such as Troy University. I am severely hearing impaired so getting my degree online is less stress than dealing with a campus environment. I e-mailed Pearson's help support about the lab we have to use in Information Systems class. Our assignments and tests are through this lab, MyITlab. It freezes up, jumps, skips, and when I click the right answer, it tells me that I am wrong--shows me the correct answer, which is what I clicked, but will not accept my answer. This program, MyITlab, is making it impossible for me to obtain a proper grade. I have posted several complaints about the program to my professor--many students have--but it is a school assigned program. The IT program cost me $127. Pearson needs to be held responsible for their programs. Some schools include Pearson programs in the tuition so many federal student loans are paying for these. Right now, I have an assignment due today and the IT lab is stuck on a page. It will not shut down, reset...nothing. I cannot complete my assignment. It did this three times yesterday and every time it locked up where I had to click ctrl, alt, del to escape the program, it marked that particular problem as wrong. I find it ironic that the program is supposed to teach us computer basics, yet it needs tech support.Desired Settlement: Even if Pearson refunded me the cost of the program, I still have to use it in IS class or fail. Pearson needs to address the issue with the school. Telling students to buy new computers is not the answer. Having students mess with their computers trying to solve their issues is not the answer. Students are not rich--and they should not be changing things on their computers if they do not have technical training. Many of my classmates are in the military overseas--they have less time than I do to deal with this issue. Pearson needs to contact the school so the school will realize the problem and restructure our class.

Consumer

Response:

At this time, I have not been contacted by Pearson, Inc regarding complaint ID [redacted].

Sincerely,

Review: Where do I even begin! This company is terrible and the fact the most colleges use their product should be very alarming. I purchased four college books with "Mastering" accompanying titles (more money spent because you must by new products when buying Mastering products) for the Fall 2014 term: Physics: Principles With Applications Plus MasteringPhysics with eText -- Access Card Package, 7th Edition $273.15, Fundamentals of General, Organic, and Biological Chemistry Plus MasteringChemistry with eText -- Access Card Package, 7th Edition $243.13, Microbiology: An Introduction Plus MasteringMicrobiology with eText -- Access Card Package, 11th Edition $215.07, and Chemistry: A Molecular Approach Plus MasteringChemistry with eText -- Access Card Package, 3rd Edition $278.93.

I have called Pearson 8 times in the since 8/** because I cannot access the [redacted] book and the [redacted] book from the "Courses and Products" website. In the 8 times that I have called, 6 calls have resulted in being placed on hold for longer than 30 minutes, and 5 calls have been holds longer than an hour and three calls have been longer than an hour-and-a-half, and two calls have had holds longer than two hours (I can gladly produce phone records to back my claims). On the afternoon of 8/** prior to calling Pearson, I tried conducting a live chat session on the web, the person on the web session said my computer was not reading the cookies correctly and told me to reset my browser. I told them that I was pretty tech savvy and that I was also very smart, the issue was not with my computer and until I added the [redacted] access code, I could open the Tro book. The representative suddenly disconnected my call and sent me back into the que. I then contacted Pearson, after waiting on hold for over an hour, I spoke with a representative on August **, 2014 at around 8:30pm, concerning the issue about not being able to open both Chemistry books. They opened a ticket number and told me to call back in 24 hours if the issue was not resolved. Needless to say the issue is not resolved, I have been trying to call back, but I cannot for the life of me, speak with an actual person. On two occasions, after holding for longer than half-an-hour, I have had to end my call because I have had to leave for class. One call, I waited on hold for two hours and five minutes and the call was transferred to a person, then I was disconnected. I spoke with a person today after waiting on hold for two hours, she did a semi-fix, but I cannot access both books under "Courses and Products" because I am enrolled in a Chemistry class and taking another chemistry class... this does not make any sense to me. In addition, I asked why can I not access both books under my profile as I paid for both, she stated that the agent modified one code so technically after my one course ends, I will lose access to the Tro book. THIS IS UNACCEPTABLE! I paid for the Tro book, I should have access to the book and it's title for the stated period length, just like the other students whom have purchased this title do.

I would also like to raise a grievance that I believe Pearson is NOT ADA compliant. Last semester, my Anatomy teacher tried extending test and quiz time to meet ADA policy and Pearson's website kept bugging out on him and he could not save the parameters for one student. In addition, most textbook apps or etext readers provide a "read" feature which will read the text allowed to those that may be blind or dyslexic, Pearson's app and website does not do that. I contacted Pearson asking for their textbooks in a PDF format in hopes I could have my computer read me the material and the lady that I spoke with said she could not find the material in a PDF format, funny because I can find some chapters of certain books on the web in PDF format, but the textbook manufacturer doesn't have them. I considered hiring a lawyer to reach out to Pearson about their lack of compliance, but I didn't have time to do so. This issue with my Chemistry book really makes me reconsider though, I feel as though Pearson is taking advantage of students.Desired Settlement: I would like Pearson to fix my profile so I can see BOTH chemistry books ([redacted] and [redacted]) or give me a refund for both books. I am very annoyed that I was told that I would lose the [redacted] title after this semester, despite the fact I JUST bought it last semester. According to Pearson's website, you get the title for two years, not two semesters.

Business

Response:

Our customer service dept and technical team are currently working with the customer to resolved the issues.

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 and the matter has been resolved.

Sincerely,

Review: I and my son purchased his access code needed for college thru [redacted] on 10-*-13, the product arrived 10-*-13. My son took it to school with help on 10-**-13. The access code didn't work, he tried to use it register it many times and nothing good came from it. He went online to find out that the access code was used, though we bought new -- and now is listed since JANUARY 2013 to another user. The instructor advised my son to get the problem solved or a new code before next week (wk of 10-**-13), otherwise she would fail him. He was so distort. I got online this morning to what it says for support on the access code ([redacted]). had to go thru several different things to find a number, called that # spoke to a lady who was in the phillipines that we could barely understand, she gave ref# [redacted] for our call, refused to give me any information to the corp office of Pearson, said not allowed to give it out. Thank god,I know how to skip trace, found designated agent in Tappan, NJ. no number and no # listed on [redacted], so I contacted the Treasury dept for the state of NJ finally got some information that lead me to lk up the Revdex.com in NJ and couldn't put in pearson education only pearson to get my info ###-###-#### cld there spoke to operator who gave ###-###-#### to file my complaint, but that # is no longer in svc. cld bk to operator to get ###-###-####, ph tht # to get nothing but automated message to enter my party's extension, after 3 calls, I just entered any last name transferred me to an ext. of a [redacted] and I left a very emotional message on her recrdr. The only thing that is stopping me from getting an attorney is [redacted] who is trying to help us. But to no avail, have I been able to get ahold of this company. I am extremely upset about this. Something better be done and quickly. My son bought this access code ( new ) and in good faith and he better get the same from the Pearson Education Inc. or however their one of several names is listed.Desired Settlement: A letter of apology to my son and myself ( his mother ) for the migraine that I have gotten from this, and the emotional state of my son, and to verify that he has received his new access code.

Business

Response:

The complainant purchased a used code to access a Pearson product from [redacted]. The complainant contacted [redacted] directly and was given a correct code.

With regards to the complaint about Pearson's customer's service, I have forwarded those complaints to the proper people and the issues will be addressed

Review: Wow!

Looking over the complaints of this company confirms how awful they are at handeling customers and resolving complaints! My situation is almost exact to the problems the others had. I ordered an access code for an online math class Intermediate Algerbra 2 course ID [redacted]and my son has tried to get this access code to work for weeks and it never did. Everytime he called this Pearson customer service they were rude and non sympathetic to his problem. I have called myself and believe they dont have a clue to what they are doing. My issue is if you order this course and you are sent a code from them how in the heck can they NOT have any record of the code or be able to resend to you. Also if I have the proof of purchase from my credit card why wouldnt they just re-issue another code since this is what I paid for and not suggest I buy another one. Now I know based on the previous complaints they are going to tap dance around this and make it the customers fault and I would be shocked if they actually did anything honorable to resolve this and start treating customers as people not as $$$$ !Desired Settlement: At this point refund my money if they cant get a code to my son in the next day or so its not going to help.

Business

Response:

Our customer service dept. has reached out to the customer and advised the following:

Since both of the courses were based on the same textbook material, we have gone ahead and upgraded your account to provide you full access to the new course.

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 and the matter has been resolved.

Sincerely,

Review: I purchased a book for an online edition of an etext/audio book. When entering the webpage, it said that the etext was not available with said purchase. I contacted a chat-line technical support page through the Pearson website. While in chat, the person indicated that I would need to purchase a different version of the etext. The chat rep then proceeded to send me a link. When I clicked on this link, it brought me to a page that my browser blocked. My browsers anti-virus software indicated that the link that was provided was a "known forgery site."

I indicated that I would like to speak with a [redacted] regarding the malicious link sent by the customer support rep. I then waited for over an hour to speak with a [redacted] who simply stated that her representative "made a typing error." she indicated that the department that handles refund was closed and that I would have to wait until Monday to file for a refund. She also indicated that the only way I would be able to access the course content ebook would be to purchase another full version of the product for an additional $75.00 when I had already paid $55.00.

-I think the fact that I was sent a malicious link and was told it was a simple error is completely inexcusable.

-Also the fact that the [redacted] made NO EFFORT to correct a simple refund problem is completely unacceptable.Desired Settlement: I would like a full refund of my original purchase IMMEDIATELY and for Pearson to take measures to prevent their employees from sending malicious software to unknowing customers.

Business

Response:

Pearson's customer service dept. has processed a refund for the student. The refund will be posted back to his credit card within 3-5 business days

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 and the matter has been resolved.

Sincerely,

Review: My Calculus teacher has required Course Compass for the homework section of his course. On the first day of school, after receiving the course ID, I went online to try and register for the class. Error messages popped up, telling me that there was issues authenticating my account. I figured that I would try again the next day. Well, I did, and I was able to attempt to register and purchase an online access code. Again, another error, this time telling me "credit floor". I followed the instructions; there were plenty of funds in my account to purchase the access code. So again, I followed the prescribed instructions and called technical support and was put on hold for two hours. I hung up and figured that I would try again tomorrow.And I did. But this time, I was able to use my credit card information, but I got another error. There was a problem authenticating my account, however, an authorization hold was placed on my account for three days. Again, I was being patient and had a temporary access, so I decided that I would wait until the hold was lifted and try again.So I did, and this time, when placing my order, I got a loading screen telling me "Please wait while we process your order". I waited 45 minutes before I called customer support. Please keep in mind that this was not an internet connection; my family was able to use the internet without disruption during this whole process. I dialed the given support line and waited. After being on the phone for an hour, I decided that I would submit a chat request with a technical support representative while I waited on the phone. This seemed promising: I was given an estimated wait time of 30 minutes. The clock counted down, and occaisonally bounced up, leaving me with a total of 50 minutes waiting until the countdown reached zero. Even then, I was told that I needed to wait longer to speak with a representative. The phone call was equally as ineffective; I ended up reaching no one.Desired Settlement: I ask that you reevaluate your customer support practices. I understand that your team is stressed with the influx of students, but this is still unacceptable. The most irritating part of all this? Students have nowhere to go. I contacted my instructor, telling him the details of my situation involving Course Compass and he was unable to help. He directed me to your technical support number. And from experience, I can say that it is near impossible to get any help on your end.

Consumer

Response:

At this time, my complaint, ID [redacted] regarding Pearson Education has been resolved.

Sincerely,

Review: I was required to purchase an online access code for a computer information systems class for your textbook "Technology In Action 10e" along with GO! Microsoft Office 2010. My purchase was to include the ability to read my textbooks on my android or iOS tablet, however the application that was developed for those devices is completely useless. I have absolutely no way of reading the textbooks within the pearson etext app as the text refuses to load on either the latest IPad or the latest android tablets. When I contacted customer service, they merely stated that I can choose to upgrade to the print version of the textbook for an addition cost. That your company would force me to pay an additional cost for an item that I have already paid $135 for is ridiculous. Your company has left me with no way to access a text that I paid for, despite the fact that the unit advertised that I would be able to access all the text from a tablet computer.Desired Settlement: I would like a physical copy of the books that I purchased access to, if that is not possible, then I would like a full refund for the online components that I paid for.

Business

Response:

Our Customer Service Dept. is in contact with the customer and we are trying to resolve the issue.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I have been in contact with the customer service agents and they are unable to resolve my issue. I requested a physical copy of the textbook and nobody has been willing to acknowledge my request in a timely manner.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Our customer service dept has been in contact with the customer and we are processing a refund.

I have never done business with a company before that has made me even a tenth as livid as Pearson.

Firstly, when I shell out $260 for a textbook, I expect to at least get an ebook, or a PDF. Not an 'access code' to a FLASH ANIMATION that restricts EVERYTHING you do. Want more than one window open? Nope. That means you can't have your 'textbook' open when you want to do homework, you can't compare notes from previous assignments, you can't multitask while you wait for the LUDICROUSLY slow flash to load.

Coupled with the fact that the questions on said homework are almost exclusively trick questions, or designed to make you fail in some way. The ones that aren't, have answers so plainly obvious that all they are is a waste of time. By the way, you only get one attempt on everything, so consider all of your homework to basically be an exam. This is my EDUCATION. This goes on my RECORD. I understand that you're only out to make money, but try not to do so at my permanent expense.

The worst part is that the actual book is really good. It's just that every other aspect of my experience with Pearson has felt like they were literally just out to scam me and ruin my day.

So much so that I spent an hour and a half this morning trying to track this page down just to put them on blast. Don't let these people continue to practice, the way they're ripping off one of the most economically vulnerable demographics in society so blatantly is DISGUSTING.

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