So Much for Excelsior Customer Service!

[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.