So Much for Excelsior Customer Service!

[Maniac Craniac]

This restores my faith in EC.

I guess I never expected much to begin with hilarious

[alleycat]

Ok first I want to make clear that what upset me was the lack of customer service or pride that they provide a good product. Yes, mistakes can happen, but they could at least apologize and make it right, but to act like it was normal and probably wouldn't be fixed if re-printed is unacceptable given what they charge for graduation not to mention the costs to complete the degree. The school I teach at charges $60 for graduation for a diploma, holder, transcript AND cap and gown. My grad school only charges $100 for graduation. EC charges $495 for graduation so for that money I expect a correct diploma and better quality assurance along with better customer service.

Secondly, I did email the President at EC and received a very prompt response. He was VERY upset by the fact that I received a diploma looking like this in the first place and even more upset by the response from the records office. He said I should not be expected to send back my current diploma and he will have a new one printed correctly and sent to me. He said I have every right to expect better customer service than what I received as they have a higher standard than what I experienced.

This restores my faith in EC.

Marianne,

I am so glad to hear that the president got back to you so quickly and that the problem will be repaired right away. You are right to say that you spend alot of time and money to get this done and it should be something you could display proudly if you choose to do so. $495 is hefty fee. Also you should not have to send the other diploma back. They should just replace it.

[marianne202]

Wow, that is horrible. They obviously messed up somewhere. Maybe you could negotiate with them since it was their mistake. Is it possible that they are using your new EFC instead of the original one? I don't know much about financial aid except the little I deal with at work. Maybe your updated one was accidently used and now that you have a BA degree you don't qualify, but prior to earning it you did. It might be work just asking some questions to make them re-evaluate the information. If they made a mistake they might find it. I hope it gets straightened out for you.

[Chebasaz]

Customer Service is one thing that I've always been more than impressed with when it comes to Excelsior. I'm sure there are bad apples in the Excelsior barrel, but I've gotten better customer service from Excelsior than many CC and B&M colleges I've gone to. Every time I called, I got someone on the phone who honestly seemed like they wanted to help me.

I can totally see a diploma being printed crooked. As MC pointed out, it's a mass produced item after all. I would raise an eyebrow at my QC processes, but it could happen. Was kind of disturbed to hear about the customer service issue, but I'm glad the President straightened it out.

TMW2010 - Sounds like you're hosed due to an administrative screw-up. I'd imagine they'll probably cough up an apology but I don't see them eating the $400. That sucks

[Jeff2243]

EC has a great customer service. I requested them to send out transcripts to other colleges and it was done same day. They even sent out proof of degree completion letters same day at no cost and no hassle.
They advising team is very helpful. There are few oddballs but overall they are great.

[MISin08]

Marianne,

...Also you should not have to send the other diploma back. They should just replace it...

I suppose they wanted to be sure your mis-printed diploma didn't fall into the wrong hands...perhaps it would be sufficient to send them a camera phone video of the bad one being shredded...

Phillip
Who works in fraud detection and has seen everything

[GoodYellowDogs]

I agree - I'm glad you pursued this. I'm really glad that the President responded the way he did!

Ok first I want to make clear that what upset me was the lack of customer service or pride that they provide a good product. Yes, mistakes can happen, but they could at least apologize and make it right, but to act like it was normal and probably wouldn't be fixed if re-printed is unacceptable given what they charge for graduation not to mention the costs to complete the degree. The school I teach at charges $60 for graduation for a diploma, holder, transcript AND cap and gown. My grad school only charges $100 for graduation. EC charges $495 for graduation so for that money I expect a correct diploma and better quality assurance along with better customer service.

Secondly, I did email the President at EC and received a very prompt response. He was VERY upset by the fact that I received a diploma looking like this in the first place and even more upset by the response from the records office. He said I should not be expected to send back my current diploma and he will have a new one printed correctly and sent to me. He said I have every right to expect better customer service than what I received as they have a higher standard than what I experienced.

This restores my faith in EC.

[Katterina]

Secondly, I did email the President at EC and received a very prompt response. He was VERY upset by the fact that I received a diploma looking like this in the first place and even more upset by the response from the records office. He said I should not be expected to send back my current diploma and he will have a new one printed correctly and sent to me. He said I have every right to expect better customer service than what I received as they have a higher standard than what I experienced.

This restores my faith in EC.

Good for you for escalating it "ever upward!" I'm glad they are making things right.

[skybirds]

I would complain toa New York state consummer protection
group.

[marianne202]

Update: Ok, so today I get a call from someone at EC and now they don't want to replace my diploma. If I want a replacement I have to mail it back to them so they can examine it and decide IF they can even reprint another any differently. If not they will resend the original crooked diploma back, IF they can figure out how to fix it they will reprint it and hope it turns out better.

I'm sorry, but I think this is a ridiculous way to fix this problem. How can they not know how to print a diploma correctly?

I was expecting my new diploma, as promised by the President, this week, come to find out they haven't done anything about it as of yet.

I guess I should have known they weren't going to spend any money to fix it since I'm no longer considered a student and giving them any more money.

I guess I will have to keep displaying the old cheap looking BSLS degree. It may look cheesy, but at least the info is straight! I guess I jumped to soon in posting that EC was going to fix the problem.