Initial Business Response /* (1000, 5, 2014/10/09) */
October 9,
Re: ***
Revdex.com Case# XXXXXXXX
Please consider this DeVry Education Group's ("DVG") response to your letter on September 30, regarding the concerns of Becker Professional Education
("Becker") student, ***DVG takes student complaints very seriouslyThe Office of Ombudsman is the highest level of escalation for student complaints within the DVG organizationThus, upon receipt of this complaint, DVG's Office of Ombudsman was engaged to investigate Mr***' concerns
DVG understands Mr***' concerns to be:
Computer connectivity issues with Becker software has caused his class work to be erased or removed and resulted in Mr*** having to reschedule his CPA exam
DVG understands Mr***' requested resolution to be:
A refund of the purchase price of the product of $
Replacement of the defective software that he can access for months
Compensation in the amount of $16,due to lost income because of the connectivity issues, the unresolved technical problems, and the defective product
Set forth below is an explanation of the findings based on our understanding of Mr***' allegations and requested resolution
IBecker Software and Connectivity Issues
According to Becker's records, Mr*** purchased his Becker course on November 8, Most recently, Mr*** has requested multiple schedule changes; however there is no record of Mr*** indicating that the request of his schedule changes were due to technical issues that he was experiencing with his Becker software
A review of Mr***' Becker software found that it had expired on *** 25, 2014, which was the end of the month license agreementBecause the software had expired, Mr*** was unable to access his Becker materials
As a show of good faith, Becker has offered Mr*** a new month license for his Becker coursesThe new license will expire months from his first login or months (October 2016) from the date of purchase
On October 8, 2014, *** ***, Student Services Representative, placed the software order and advised Mr*** on the status of his book order which will be delivered within 3-business daysAdditionally, Mr*** was provided directions on how to navigate the online portal and how to download his Becker materials
IISummary
Based on the above, Mr.*** was unable to access his Becker materials due to the expired software as per the license agreementHe has been provided with a new (no charge) month license for his Becker materials and encouraged to contact Becker if he has technical issues going forward
We trust this letter satisfactorily addresses Mr***' concerns
Best Regards,
***
Senior Associate, Office of Ombudsman
Initial Consumer Rebuttal /* (3000, 7, 2014/10/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would at least like a refund of the cost of the product due to the inconvenience arising from the issue and the missed work/income potentialThank you
Final Consumer Response /* (4200, 11, 2014/10/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am also seeking the requested $16,in lost funds due to the issues I had with the Becker product and experienceThank you
Final Business Response /* (4000, 13, 2014/10/29) */
October 29,
Re: ***
Revdex.com Case# XXXXXXXX
Please consider this DeVry Education Group's ("DVG") response to your letter on October 22, regarding the concerns of Becker Professional Education ("Becker") student, ***DVG takes student complaints very seriouslyThe Office of Ombudsman is the highest level of escalation for student complaints within the DVG organizationThus, upon receipt of this complaint, DVG's Office of Ombudsman was engaged to investigate Mr***' concerns
DVG understands Mr***' rebuttal to be:
He would like the amount of $16,be provided to him due the issue he had with Becker and his experience
DVG understands Mr***' requested resolution to be:
To be provided $16,in addition to the new software and refund that he has already received
Set forth below is an explanation of the findings based on our understanding of Mr***' allegations and requested resolution
IBecker Software and Connectivity Issues
As stated in the prior two responses dated October 9, and October 15, 2014,
Mr***' connectivity issues were due to the expiration of his Becker software, which expired on *** 25, Students are made aware that their materials have an month license and will expire after that timeBecker was unaware of Mr***' technical issues until he filed a complaint with the Revdex.com
Becker has provided Mr*** with new software at no charge, along with a refund in the amount of $for the cost of product he originally purchasedAt this time, Becker will not be providing any additional funds to Mr***
We trust this letter satisfactorily addresses Mr***' concerns
Best Regards,
***
Senior Associate, Office of Ombudsman
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Amy [redacted]
Becker has contacted this student and based on the information she provided, she will be allowed to re-enroll in the course at no cost. Becker was able to verify that the student did not utilize the materials that she purchased in 2015 due to medical reasons. During the...
conversation with the student, she stated she was happy with the resolution to re-enroll at no cost.
Initial Business Response /* (1000, 5, 2014/10/09) */
October 9,
Re: ***
Revdex.com Case# XXXXXXXX
Please consider this DeVry Education Group's ("DVG") response to your letter on September 30, regarding the concerns of Becker Professional Education
("Becker") student, ***DVG takes student complaints very seriouslyThe Office of Ombudsman is the highest level of escalation for student complaints within the DVG organizationThus, upon receipt of this complaint, DVG's Office of Ombudsman was engaged to investigate Mr***' concerns
DVG understands Mr***' concerns to be:
Computer connectivity issues with Becker software has caused his class work to be erased or removed and resulted in Mr*** having to reschedule his CPA exam
DVG understands Mr***' requested resolution to be:
A refund of the purchase price of the product of $
Replacement of the defective software that he can access for months
Compensation in the amount of $16,due to lost income because of the connectivity issues, the unresolved technical problems, and the defective product
Set forth below is an explanation of the findings based on our understanding of Mr***' allegations and requested resolution
IBecker Software and Connectivity Issues
According to Becker's records, Mr*** purchased his Becker course on November 8, Most recently, Mr*** has requested multiple schedule changes; however there is no record of Mr*** indicating that the request of his schedule changes were due to technical issues that he was experiencing with his Becker software
A review of Mr***' Becker software found that it had expired on *** 25, 2014, which was the end of the month license agreementBecause the software had expired, Mr*** was unable to access his Becker materials
As a show of good faith, Becker has offered Mr*** a new month license for his Becker coursesThe new license will expire months from his first login or months (October 2016) from the date of purchase
On October 8, 2014, *** ***, Student Services Representative, placed the software order and advised Mr*** on the status of his book order which will be delivered within 3-business daysAdditionally, Mr*** was provided directions on how to navigate the online portal and how to download his Becker materials
IISummary
Based on the above, Mr.*** was unable to access his Becker materials due to the expired software as per the license agreementHe has been provided with a new (no charge) month license for his Becker materials and encouraged to contact Becker if he has technical issues going forward
We trust this letter satisfactorily addresses Mr***' concerns
Best Regards,
***
Senior Associate, Office of Ombudsman
Initial Consumer Rebuttal /* (3000, 7, 2014/10/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would at least like a refund of the cost of the product due to the inconvenience arising from the issue and the missed work/income potentialThank you
Final Consumer Response /* (4200, 11, 2014/10/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am also seeking the requested $16,in lost funds due to the issues I had with the Becker product and experienceThank you
Final Business Response /* (4000, 13, 2014/10/29) */
October 29,
Re: ***
Revdex.com Case# XXXXXXXX
Please consider this DeVry Education Group's ("DVG") response to your letter on October 22, regarding the concerns of Becker Professional Education ("Becker") student, ***DVG takes student complaints very seriouslyThe Office of Ombudsman is the highest level of escalation for student complaints within the DVG organizationThus, upon receipt of this complaint, DVG's Office of Ombudsman was engaged to investigate Mr***' concerns
DVG understands Mr***' rebuttal to be:
He would like the amount of $16,be provided to him due the issue he had with Becker and his experience
DVG understands Mr***' requested resolution to be:
To be provided $16,in addition to the new software and refund that he has already received
Set forth below is an explanation of the findings based on our understanding of Mr***' allegations and requested resolution
IBecker Software and Connectivity Issues
As stated in the prior two responses dated October 9, and October 15, 2014,
Mr***' connectivity issues were due to the expiration of his Becker software, which expired on *** 25, Students are made aware that their materials have an month license and will expire after that timeBecker was unaware of Mr***' technical issues until he filed a complaint with the Revdex.com
Becker has provided Mr*** with new software at no charge, along with a refund in the amount of $for the cost of product he originally purchasedAt this time, Becker will not be providing any additional funds to Mr***
We trust this letter satisfactorily addresses Mr***' concerns
Best Regards,
***
Senior Associate, Office of Ombudsman
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Amy [redacted]
Becker has contacted this student and based on the information she provided, she will be allowed to re-enroll in the course at no cost. Becker was able to verify that the student did not utilize the materials that she purchased in 2015 due to medical reasons. During the...
conversation with the student, she stated she was happy with the resolution to re-enroll at no cost.