The Hudson Institute of Santa Barbara

The bookshelf App through VitalSource is a requirement for students who complete online coursesThe app is how you access your $ebooks that you need for the classWithout the app you must be online to read the textbook that you paid $forWell I have been using the app for years without issueYesterday I opened the app to do some homework and it said that the app had an update that needed to be installedAfter being installed the app no longer worked with my operating systemAfter much back and forth I revived a final email from VitalSource which stated that there's nothing they can do and I would have to be online to read my textbooksThis is Criminal! The high prices of textbooks and now thisJust Criminal

This is my first time using this appOverall, I find this app very useful, especially if you are trying to save money on textbooksWhat's great about this app is that they provide digital e-books while other main sites don't which is why I am using VitalSourceRecently, on Monday September 19, I had started an online class which prompts me to rent a book on Vital SourceWhen online I noticed that I was missing a few pages (about pages) in the bookI first called customer support to try to get this issue resolvedI waited about 10-minutes before being transferred to a representative to discuss my issueI spoke with *** who was pretty sincere and upbeat, I discussed my issue and she had informed me that she was going to transfer the call to a second tier person who can deal with this issueAfter she said that my phone call with her disconnectedI was not informed that I will get an email or a call back which made me call again to double checkThis time, I waited about minutes to speak to a representativeAt this point, I'm frustrated because I cannot complete my homework assignment and that I had to wait yet another twenty minutesWhen speaking to *** the second representative that works in customer support I expressively informed him the issuePersonally I feel that he sounded incincere and also sounded like he was slauching or waking up from a napHe was not at all helpful when trying to escalate the call he kept disregarding what I wanted and continue to ask me about my issuesForty minutes into this call I can hear him texting his supervisor but not transferring me to *** *** who is the manager in the customer support teamWhile *** is speaking to me in a monotone language informing me that there is nothing he can do and not transferring me to speak to the manager (which I had requested about 5-times in the conversation) I am beyond peeved because I feel as a customer my needs aren't being metI really think that anyone that works in customer support department needs to take some courses on how to communicate with customersI feel that *** representation for Vital Source on the customer support department has damaged its image on top quality customer support