As mentioned in the complaint, user purchased a subscription referencing an old video Our upgraded features are clearly listed on the subscription page There are features in addition to what is offered in our free subscription Voice input is not listed Additionally our free subscription clearly does not behave in similar fashion to the video described -- especially considering we have had a significant redesign, as well as numerous incremental upgrades.We receive an inordinate amount of requests for refunds from students who purchase a subscription, use the product extensively, only to ask for a refund after their needs have been fulfilled through our study applicationThat said, we have returned the user's money
I was not able to locate the correspondence referred to in the complaint Instead, I did locate his initial case; however, to our embarrassment it was left unanswered I'm not sure if the agent handling the case took the communication outside of our help desk environment, which happens from time to timeIn any case, I issued a refund in the amount of $on April 25, Email receipts were sent to [redacted] I have also verified that his account is not longer on subscription, so he should not incur any further chargesPlease let me know if there are any other concernsTake care, ***
Thank you for bringing this issue to our attention We appreciate the recognition that there are two sides to every story We have refunded [redacted] last transaction of $ Attached please find our e-transaction receipt of the returned funds in progress I've also attached the dialogue between *** and our customer service representative, *** [redacted] never once in the entire dialogue produces any meaningful detail as to the problems she is facing We in fact documented on two separate occasions that her account was in full working order I’m not doubting that ***’s experience occurred; however, as with any tech-oriented product, user error is always a possibility in producing less-than-desirable outcomes We do our best to troubleshoot user issues even beyond our culpability At the end of the email thread, we ask [redacted] to produce any kind of information to help us resolve her issue She does not respond We do have server records of her signing up for the account and cancelling the account, so at some point she did have access to her account Our Terms of Use Agreement (which the acceptance of appears prominently in the registration process) is clear that we are not obligated to refund or credit users for purchased subscriptions Recourse for the unsatisfied user is cancellation of the subscription Even though we officially do not issue refunds, we do our best to accommodate our users and routinely issue refunds, particularly to cooperative users If you have any additional questions, please feel free to contact me personally at [redacted] or via email at [redacted] Warm regards, [redacted] Customer Experience Manager StudyBlue
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 If the company keeps such records of server logs they would have been able to see that I used their service for one dayThey were not accommodating until I contacted the Revdex.comRegards, [redacted]
I apologize for the delay in getting back to you regarding this case If you have any questions or concerns, please do not hesitate to contact meTake care, [redacted] StudyBlue
I wanted to write and inform you that the issue in this case has been resolved on our end We submitted a refund and cancelled the account in question on Nov Additional details, if needed, will follow take care, [redacted] StudyBlue Customer Experience
[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 made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]
StudyBlue Pro is an automatically recurring subscription which can be cancelled at any time from the user's Profile page or by contacting SupportJerry first wrote us on July 29th regarding a recurring subscription he wished to cancel; the email addresses he provided did not have accounts associated with them, and I was unable to find any subscriptions matching the information provided - relevant screenshots of our thread are attached to this response.As of today, 8/29, [redacted] account has been cancelled per his requestThe reason that I was unable to do this until now was that ***'s email to us today contained new information - several email addresses that had not been mentioned previouslyUpon further inspection, it appears that the name on the account does not match the information he provided in our original conversation; while I asked if there may be an alternate name or email address, [redacted] reassured me that this was not the casePer our Terms of Service, we will not be issuing a refund for any renewal fees made before a successful cancellationWe regret any inconvenience and would be happy to add subscription credit to Jerry's accountI've relayed both the information and the offer to Jerry in our current Support conversation (my response to which took place after this response to the Revdex.com) Thank you! Best, [redacted] **
As mentioned in the complaint, user purchased a subscription referencing an old video Our upgraded features are clearly listed on the subscription page There are features in addition to what is offered in our free subscription Voice input is not listed Additionally our free subscription clearly does not behave in similar fashion to the video described -- especially considering we have had a significant redesign, as well as numerous incremental upgrades.We receive an inordinate amount of requests for refunds from students who purchase a subscription, use the product extensively, only to ask for a refund after their needs have been fulfilled through our study applicationThat said, we have returned the user's money
I was not able to locate the correspondence referred to in the complaint Instead, I did locate his initial case; however, to our embarrassment it was left unanswered I'm not sure if the agent handling the case took the communication outside of our help desk environment, which happens from time to timeIn any case, I issued a refund in the amount of $on April 25, Email receipts were sent to [redacted] I have also verified that his account is not longer on subscription, so he should not incur any further chargesPlease let me know if there are any other concernsTake care, ***
Thank you for bringing this issue to our attention We appreciate the recognition that there are two sides to every story We have refunded [redacted] last transaction of $ Attached please find our e-transaction receipt of the returned funds in progress I've also attached the dialogue between *** and our customer service representative, *** [redacted] never once in the entire dialogue produces any meaningful detail as to the problems she is facing We in fact documented on two separate occasions that her account was in full working order I’m not doubting that ***’s experience occurred; however, as with any tech-oriented product, user error is always a possibility in producing less-than-desirable outcomes We do our best to troubleshoot user issues even beyond our culpability At the end of the email thread, we ask [redacted] to produce any kind of information to help us resolve her issue She does not respond We do have server records of her signing up for the account and cancelling the account, so at some point she did have access to her account Our Terms of Use Agreement (which the acceptance of appears prominently in the registration process) is clear that we are not obligated to refund or credit users for purchased subscriptions Recourse for the unsatisfied user is cancellation of the subscription Even though we officially do not issue refunds, we do our best to accommodate our users and routinely issue refunds, particularly to cooperative users If you have any additional questions, please feel free to contact me personally at [redacted] or via email at [redacted] Warm regards, [redacted] Customer Experience Manager StudyBlue
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 If the company keeps such records of server logs they would have been able to see that I used their service for one dayThey were not accommodating until I contacted the Revdex.comRegards, [redacted]
I apologize for the delay in getting back to you regarding this case If you have any questions or concerns, please do not hesitate to contact meTake care, [redacted] StudyBlue
I wanted to write and inform you that the issue in this case has been resolved on our end We submitted a refund and cancelled the account in question on Nov Additional details, if needed, will follow take care, [redacted] StudyBlue Customer Experience
[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 made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]
StudyBlue Pro is an automatically recurring subscription which can be cancelled at any time from the user's Profile page or by contacting SupportJerry first wrote us on July 29th regarding a recurring subscription he wished to cancel; the email addresses he provided did not have accounts associated with them, and I was unable to find any subscriptions matching the information provided - relevant screenshots of our thread are attached to this response.As of today, 8/29, [redacted] account has been cancelled per his requestThe reason that I was unable to do this until now was that ***'s email to us today contained new information - several email addresses that had not been mentioned previouslyUpon further inspection, it appears that the name on the account does not match the information he provided in our original conversation; while I asked if there may be an alternate name or email address, [redacted] reassured me that this was not the casePer our Terms of Service, we will not be issuing a refund for any renewal fees made before a successful cancellationWe regret any inconvenience and would be happy to add subscription credit to Jerry's accountI've relayed both the information and the offer to Jerry in our current Support conversation (my response to which took place after this response to the Revdex.com) Thank you! Best, [redacted] **