Study.com contact info for issue

[dfrecore]

Study.com's customer service is really quite bad. I recentlly had an issue with an exam, emailed them about it about 3 times, never heard back outside the standard "I've upgraded your request" message. Well my membership ended and I never got to take that exam. Finally called them and asked why I never heard back from them for over a month. They told me if your account membership ends they no longer contact you. I of course was livid, I explained to him that the whole reason for having my memebership was to take my 2 exams a month, which I lost out on due to a technical glitch on their end.

If you can show that you tried contacting them 3 times via email (so you'll have dates to prove it), then I would tell them that I want to take the exam.  They can give you a free month if need be to fix this problem.

I wonder what happened to them, that the downward slide seemed to happen so quickly.  They used to answer questions on here fairly regularly, but that certainly went away.

[tobyisking]

Study.com's customer service is really quite bad. I recentlly had an issue with an exam, emailed them about it about 3 times, never heard back outside the standard "I've upgraded your request" message. Well my membership ended and I never got to take that exam. Finally called them and asked why I never heard back from them for over a month. They told me if your account membership ends they no longer contact you. I of course was livid, I explained to him that the whole reason for having my memebership was to take my 2 exams a month, which I lost out on due to a technical glitch on their end.

If you can show that you tried contacting them 3 times via email (so you'll have dates to prove it), then I would tell them that I want to take the exam.  They can give you a free month if need be to fix this problem.

I wonder what happened to them, that the downward slide seemed to happen so quickly.  They used to answer questions on here fairly regularly, but that certainly went away.

Yeah the guy I talked to gave me a week. So now I have a week to study, which is not great since I took all the quizzes in April so I do not know how much I will remember. I remember back at the beginning of the year they were great and prompt in responding, I wonder what happend.

[Study.com]

Hi,

I wanted to reach out on behalf of the Customer Success team at Study.com and thank you all for the valuable feedback around your experiences. We have experienced massive customer growth since January, and it sounds like you are all feeling the adverse effects of that. We have a plan in place as we continue to scale, but I wanted to apologize on behalf of my team for the poor customer experience over the past few months. While this was of course not our intention, these testimonies are clear proof that this is one part of our business we may have missed the mark on.

I encourage anyone who has a specific issue that has seemed to have gone unresolved to get in touch with me directly at 'jlaufer@email.study.com'. I will also try to reach out to some of you through this portal. We value all user feedback, but the Degree Forum users are some of our most honest users so I especially appreciate you all taking the time to have this dialogue. Our goal is to get back to a place where you are praising our customer service because frankly, that felt really good!

Please don't hesitate to reach out if you have further questions or concerns, and again we apologize that so many of you have been having negative experiences with Study.com Customer Support for too long.

All the best,
Julie
Customer Operations Manager
Study.com

[camjenks]

Hi,

I wanted to reach out on behalf of the Customer Success team at Study.com and thank you all for the valuable feedback around your experiences. We have experienced massive customer growth since January, and it sounds like you are all feeling the adverse effects of that. We have a plan in place as we continue to scale, but I wanted to apologize on behalf of my team for the poor customer experience over the past few months. While this was of course not our intention, these testimonies are clear proof that this is one part of our business we may have missed the mark on.

I encourage anyone who has a specific issue that has seemed to have gone unresolved to get in touch with me directly at 'jlaufer@email.study.com'. I will also try to reach out to some of you through this portal. We value all user feedback, but the Degree Forum users are some of our most honest users so I especially appreciate you all taking the time to have this dialogue. Our goal is to get back to a place where you are praising our customer service because frankly, that felt really good!

Please don't hesitate to reach out if you have further questions or concerns, and again we apologize that so many of you have been having negative experiences with Study.com Customer Support for too long.

All the best,
Julie
Customer Operations Manager
Study.com

Thanks for the response. I've emailed you directly about an issue I've been waiting to get assistance with.

[Merlin]

Hi Everyone!

I too have had a horrible time with Study.Com. I've sent 6 tickets in a week, the website was down over 36 hours right before my billing was up so I wasn't able to take my exams and it's been over a week since I actually got an answer for 1 of my 6 tickets. I lost out on my two exams and had to pay Ed4Credit and UExcel for two courses since Study.com left me hanging.  I contacted via e-mail the POC here and nothing. Now I have to pay another month, lost my two exams plus the 3rd I was planning on taking, and lost progress in one of my classes, as in my quizzes just vanished. I'm pissed!

36-hour downtime? When was this? Study.com is one of the most popular providers... they would have to have some serious issue for their site to be down that long. I'd expect they'd send out a notice or post up an announcement about it for sure. Plus it would be very expensive for them, both in terms of lost new business and customer complaints.

FYI, I've taken a lot of Study.com courses in the last 6 months, and I have personally been on the Study.com website for at least a few hours every day for the last month and a half and have not run into any website issues at all.

Many times website access issues are localized problems due to system or browser issues (ISP problems, firewall configuration issues, extension updates causing troubles, browser version conflicts, etc.) Hopefully, you have already ruled out any of those.

Have you logged in to see the status of your tickets? Keep in mind that if you submit the same issue more than once they will combine them so submitting more than one won't get your issues addressed any quicker. Julie Laufer posted her contact info below, is that the POC you reached out to? How long ago did you do that?

In any case, I'm sure that Study.com will help you figure out your issues. If you can show that you had completed courses with exams ready to be taken but you couldn't take them due to technical issues on their side I'd imagine they will either refund your subscription fees or add additional exams. I've only had to reach out to them twice and found that they can be slow to respond, but so far they have always taken care of any issues I submitted, eventually.

I hope you get this figured out. Good luck!

[Merlin]

Hi Everyone!

I too have had a horrible time with Study.Com. I've sent 6 tickets in a week, the website was down over 36 hours right before my billing was up so I wasn't able to take my exams and it's been over a week since I actually got an answer for 1 of my 6 tickets. I lost out on my two exams and had to pay Ed4Credit and UExcel for two courses since Study.com left me hanging.  I contacted via e-mail the POC here and nothing. Now I have to pay another month, lost my two exams plus the 3rd I was planning on taking, and lost progress in one of my classes, as in my quizzes just vanished. I'm pissed!

36-hour downtime? When was this? Study.com is one of the most popular providers... they would have to have some serious issue for their site to be down that long. I'd expect they'd send out a notice or post up an announcement about it for sure. Plus it would be very expensive for them, both in terms of lost new business and customer complaints.

FYI, I've taken a lot of Study.com courses in the last 6 months, and I have personally been on the Study.com website for at least a few hours every day for the last month and a half and have not run into any website issues at all.

Many times website access issues are localized problems due to system or browser issues (ISP problems, firewall configuration issues, extension updates causing troubles, browser version conflicts, etc.) Hopefully, you have already ruled out any of those.

Have you logged in to see the status of your tickets? Keep in mind that if you submit the same issue more than once they will combine them so submitting more than one won't get your issues addressed any quicker. Julie Laufer posted her contact info below, is that the POC you reached out to? How long ago did you do that?

In any case, I'm sure that Study.com will help you figure out your issues. If you can show that you had completed courses with exams ready to be taken but you couldn't take them due to technical issues on their side I'd imagine they will either refund your subscription fees or add additional exams. I've only had to reach out to them twice and found that they can be slow to respond, but so far they have always taken care of any issues I submitted, eventually.

I hope you get this figured out. Good luck!

Hi Merlin!

I finally got a response and a resolution. The person who finally not only responded to most of my tickets was Jessica B. today, and I also did have Renato F. respond to my billing questions within 24 hours. I was able to get a 30 day extension which is greatly appreciated and Jessica B. has responded to all my tickets rather quickly after it was deviated to her (less than 18 hours for everything to be resolved). I had at least a dozen screenshots of the different devices and different website addresses to study.com (i.e. the Study.com-TESU equivalency, main page, etc but all said I.P. was down) over the 36 hour period. Yeah, I rarely slept during that time because I was too busy trying to do my work for my classes (but got a 3.5 hour cat nap in there).

I had tried 5 different I.P. addresses around the city (my friends tablet, my work laptop, my home laptop, my
iPad at Starbucks WiFi , and my iPhone) so it couldn't have been just 1 I.P. address being blocked.

It was a crappy week waiting to see what was going to happen and I did have to start elsewhere for some classes meanwhile but I can pop out my remaining courses this week and be back on track. 

I had contacted the POC (Julie) on this board last Friday and I still haven't heard from her. But, fortunately Jessica B. did step in and apologize for the problems and delay today. So from the 14th of August until today, the 22nd I was able to  finally have the problems resolved but not without having to lose my s**t so to speak at having to encounter several problems at once from them and having my questions go essentially ignored for a week. Just wished that I could've talked to someone when I called last Friday or had more of a response beforehand.

So I'm just glad it was sorted out and that Jessica B. and Renato were quick and efficient in handling my problems. Lots of love goes out to those two, especially Jessica B.

That's really weird. Sounds like it must have a regional network issue or routing problem between your area and the Study.com servers then if this was last week. That could affect everyone in your area... luckily those don't happen that often.

In any case it sounds like you get everything worked out so you can get back to studying.

[tobyisking]

Has anyone had any luck in getting responses from SDC quickly? I have sent over 5 emails since Monday and still no luck. I have also called multiple times and never get through, the one time I finally got through the person on the phone just made another ticket instead of helping me with the issue. I really love the service they provide, but they have some of the worst customer service I have dealt with. Does anyone have any tips for getting a response?