Straighterline RANT

[bfleshman]

I enrolled in two courses back in 2014. I took a small break from school, started a family, got busy, etc. I am now finishing up my last few classes which included the two courses that I enrolled in with Straighterline in 2014. 

All I need to do is take my finals which back in 2014 were open book. Proctor U requested that Straighterline e-mail them my name, course, and materials permitted. Straighterline CS said this was not necessary and that my final exam page will show the Proctor what is allowed (also sent a document that showed what materials were permitted without specifying which exam they were for). Proctor U said they can only go by what they are directly told. Straighterline said they didn't see what the issue was and refused to send the e-mail. after 2.5 weeks of no response from Straighterline, I filed a BBB complaint. A manager called me and the issue was handled within two days.

I went to schedule my exams and a term could not be selected so I couldn't schedule them. I called the manager and told him. He laughed and said "Well of course, you do realize it's been three years right? I'll have to call you back in 15." He was clearly annoyed that there was another issue for him to deal with. 

I know 3 years is a long time to finally be completing the courses but I paid for them, and this is an educational institution, so why not help me move forward with my education instead of hindering it?

Rant over. I've read several bad reviews about SL customer service but couldn't believe this happened. And to top it off, I'll be charged another subscription fee on the 31st. Hopefully the manager fixes this new issue of me not being able to schedule my finals so that I can get it done before then.

[RANSOMSOUL]

Trying to stay with this whole experience:

You only had the finals left with StraighterLine. Guessing you were probably pretty decent on the course exam scores, why not just take the exam? ProctorU pulls from Exam Proctoring Details By Course for what's allowed in the exam. This also allows you to know in advance not to waste energy trying to get something (scratch paper, calculator or book) when it's not an approved resource.

Confused on the two weeks wait. Why not just take the test? I say this with a smile 'You Had 3 Years To Prepare', how hard could the material be for you at this point?

Reporting an organization to the BBB seems pretty aggressive for a matter you could have just handled on your own.

I am a huge fan of the customer is always right and this is not a 'you're wrong' post but it seems there were some things you could have just managed in the moment, crushed the finals and kept it moving.

Glad it all worked out in the end.

[bfleshman]

Ransomsoul,

Maybe my original post was not descriptive enough.

Proctor U does not pull from the Straighterline materials permitted page that you linked. I was told in a chat with Proctor U that they only have permissions for 2016 courses and later. They only go by what they are told directly from Straighterline, not what Straighterline publishes on their website. Proctor U has only been told what materials are allowed for the 2016 course version, which is closed book. Because they do not have info on the 2014 course which is open book, they cannot allow me to use open book.

I'm confused by what you mean when you say just take the finals? I literally cannot take them. Proctor U drop down box next to term when trying to schedule says "term not available". I can't select the course name because I can't fill out the term box on Proctor U. There is no way for me to schedule my finals tests until Straighterline messages them.

---

Cannot schedule the tests. Am I doing something wrong? Is Proctor U misinforming me?

[RANSOMSOUL]

Thanks for drilling down on the story. 2014 & 2017 are not friends and that seems to be the real problem Surprised StraighterLine was not able (even with you on the phone) to just call ProctorU and make sure they take care of you. Perhaps it is such a unique situation, there was a disconnect on how to best handle it and in the end, the problem just got shelved for a bit.

Hopefully, all works out in the end and you circle back to post completion of these courses and your degree.

[cookderosa]

I enrolled in two courses back in 2014. I took a small break from school, started a family, got busy, etc. I am now finishing up my last few classes which included the two courses that I enrolled in with Straighterline in 2014. 

All I need to do is take my finals which back in 2014 were open book. Proctor U requested that Straighterline e-mail them my name, course, and materials permitted. Straighterline CS said this was not necessary and that my final exam page will show the Proctor what is allowed (also sent a document that showed what materials were permitted without specifying which exam they were for). Proctor U said they can only go by what they are directly told. Straighterline said they didn't see what the issue was and refused to send the e-mail. after 2.5 weeks of no response from Straighterline, I filed a BBB complaint. A manager called me and the issue was handled within two days.

I went to schedule my exams and a term could not be selected so I couldn't schedule them. I called the manager and told him. He laughed and said "Well of course, you do realize it's been three years right? I'll have to call you back in 15." He was clearly annoyed that there was another issue for him to deal with. 

I know 3 years is a long time to finally be completing the courses but I paid for them, and this is an educational institution, so why not help me move forward with my education instead of hindering it?

Rant over. I've read several bad reviews about SL customer service but couldn't believe this happened. And to top it off, I'll be charged another subscription fee on the 31st. Hopefully the manager fixes this new issue of me not being able to schedule my finals so that I can get it done before then.

Having dealt with a few <issues> through SL, my advice is to not ask them any questions, and tell them what you need done. Be short, clear, and know that the person you're talking too is starting from scratch with your story.

If I were in your shoes, I would open my course page where "schedule exam" appears and open a chat box- tell the chat support you can't schedule your exam. Don't confuse them with numbers, open/closed book, etc. because that will just freak them out and cause them to pass you up the food chain. If they bring up the date- just say "yes, I started the course in 2014 and I need to schedule my exam now." What you really want to do is have 2 transactions. In transaction 1 you need someone with superpowers to get your exam on Proctor U's calendar. Once you accomplish that, you should submit a support ticket -asking to be directed to an academic advisor immediately- and explain the terms of the final have changed. It's possible that the advisor can't see the old criteria, won't honor it, or that they will. I don't think they have to abide by enrollment catalogs (this isn't a college) but they might choose to do so if you're sweet.
Also, do the math and calculate your points. You might be able to "click through" a final anyway depending on how high your score was going in.

[dfrecore]

I honestly don't think this is SL's issue (or ProctorU's). I think that basically the course "expired." Since you took it last, it has changed, and they don't offer the course you signed up for in 2014. You also haven't been paying for your membership this entire time.

If I was them, I would either offer you the new course for free (membership paid by you of course), or I would let you take a closed-book final exam.

But there's not a good way for them to just let you finish your 2014 course. When they give you credit for it through ACE, they are saying that you completed it in 2017. That means that you took it in 2017, and that means the 2017 course/exam as is.

It's kind of like getting mad at TESU for not offering the Strategic Management TECEP any longer. Yes, it was available in 2014 when you enrolled. But they no longer offer it.

[cookderosa]

I honestly don't think this is SL's issue (or ProctorU's). I think that basically the course "expired." Since you took it last, it has changed, and they don't offer the course you signed up for in 2014. You also haven't been paying for your membership this entire time.

If I was them, I would either offer you the new course for free (membership paid by you of course), or I would let you take a closed-book final exam.

But there's not a good way for them to just let you finish your 2014 course. When they give you credit for it through ACE, they are saying that you completed it in 2017. That means that you took it in 2017, and that means the 2017 course/exam as is.

It's kind of like getting mad at TESU for not offering the Strategic Management TECEP any longer. Yes, it was available in 2014 when you enrolled. But they no longer offer it.

I want to expand on your points because it sounds a bit like SL courses expire, which they don't IN YOUR ACCOUNT. SL told me more than once that they'll remain in your account forever....
Still, you make a good point about the ACE evaluation of an older SL course and expiration, so I looked it up, and you may have uncovered the issue that is giving her trouble.

You can look up any SL course's ACE evaluation here http://www2.acenet.edu/credit/?fuseaction=browse.main

SL has had 2 versions of Intro Bio since day 1. The original bio course was approved by ACE from 9/1/2010 through 4/30/14.
Then, that course was replaced by a new version and is approved from 5/1/14 through 3/31/18.
So, the million dollar question is WHICH course version do you have? The one from BEFORE May 1st or the one after? I think I know the answer, and this could be a problem.

See, the course (if you have the first edition) is no longer approved for credit.

I still maintain my suggestion about how to contact SL - I would NOT discuss this issue with them unless they bring it up. If it does get brought up, you could request they enroll you in the newer edition, but keep in mind they would be doing you a favor here and you would -of course- have to complete the course again from scratch.

Either way, please keep us posted about what happens, I don't think this has come up before.

[Collegelady2]

Nope they don't expire I just finished some this year that I had from 2014

[bfleshman]

Cookederosa-

The two courses that I bought in 2014 have not expired with ACE. The courses are Microeconomics and Acc 1. 


Thank you to everyone for your advice and input.

The BBB complaint case was closed. The person that contacted me after I filed the BBB complaint found no resolution after two weeks of talking back and forth. He told me he would call me back numerous times and then wouldn't. He escalated it to one person who never ended up responding to him, he then escalated it to a director. After being told he would call me back within 24 hours, and 3 days going by, and after 7 weeks of trying to get the issue resolved with multiple people, I reached out to the CEO Burck Smith. The issue was then resolved in 12 hours. I can now take my finals and have them scheduled for next week.

[cookderosa]

Cookederosa-

The two courses that I bought in 2014 have not expired with ACE. The courses are Microeconomics and Acc 1. 


Thank you to everyone for your advice and input.

The BBB complaint case was closed. The person that contacted me after I filed the BBB complaint found no resolution after two weeks of talking back and forth. He told me he would call me back numerous times and then wouldn't. He escalated it to one person who never ended up responding to him, he then escalated it to a director. After being told he would call me back within 24 hours, and 3 days going by, and after 7 weeks of trying to get the issue resolved with multiple people, I reached out to the CEO Burck Smith. The issue was then resolved in 12 hours. I can now take my finals and have them scheduled for next week.

Congratulations! I'm glad your persistence paid off!