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PEARSON CUSTOMER SERVICE IS HORRIBLE!!!

Customer service will LIED AND SAID WHATEVER they needed to say to get those books sold and me off the phone! I mistakenly ordered the wrong book and called customer service 35 MINUTES after I order it and the lady on the phone said that she CANCELED THE ORDER and to go ahead and order the correct book. I still received the book later on that week and my card was still charged! When I went to UPS they tried to charge me 25 dollars to ship it back!! When I called customer service again to get prepaid shopping for the books I SHOULD NOT HAVE RECEIVED the lady seeing that I was upset did everything she could to get me off the phone. Then she emailed me saying that I was just gonna have to pay for it and they won't be reimbursing my money! I will NEVER purchase from this store again.
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ID
#604624 Review #604624 is a subjective opinion of poster.
Location
Compton, California
Cons
  • Technical support
  • Customer service and
  • Shipping expenses
Reason of review
Poor customer service
Preferred solution
REIMBURSE MY COST FOR RETURNED SHIPPING

Textbook Review

Awful customer service. I was told I di not have to use their textbook this semester aftwr i had students buy their code, register, and make them do work. Thia company is awful.
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ID
#604391 Review #604391 is a subjective opinion of poster.
Location
New Orleans, Louisiana
Reason of review
Poor customer service

Pearson refuses to provide support for their own products

Here's the history of most of the chat I had (http://pastebin.com/vKqcPYC1): Kristoffer: Hi, my name is Kristoffer. How may I help you? Janelle Larsen: My acess code not redeemable for myprogramminglab.com Janelle Larsen: access* Janelle Larsen: I've attached an image of the code File attachment upload has started. The file 2015-03-05 22.22.26.jpg (2798.81KB) was received. Janelle Larsen: my username is janellezy@***.com Janelle Larsen: It will not let me login on myprogramminglab.com Janelle Larsen: Hello? Kristoffer: I'm still here. Kristoffer: I'm reviewing the incident. Janelle Larsen: Thanks Kristoffer: You're welcome. Kristoffer: As per checking here you need to go back to Amazon, to have them replace the code. Janelle Larsen: No, this is an issue with Pearson Kristoffer: I'm sorry Amazon is our third party reseller. Janelle Larsen: I have a brand new book. The code was intact. I scratched off the code, and entered it Janelle Larsen: It is your code, and you will help me Kristoffer: Yes I know. Janelle Larsen: I have provided you proof of having the code, and this is your product. Kristoffer: But for process. Kristoffer: You need to go back to your place of purchase. Janelle Larsen: No, you need to help me Janelle Larsen: Making me dance around and do your footwork is unacceptable Janelle Larsen: All you have to do is correct my account Kristoffer: I'm sorry that's the resolution for this kind of issue. Janelle Larsen: Transfer me to your supervisor Kristoffer: I'm sorry I'm just following our policies here. Janelle Larsen: School is in session and I cannot waste my time with all of that nonsense Janelle Larsen: Get me to a higher up and resolve this issue Kristoffer: Even if I transfer this. Kristoffer: My supervisor will tell you the same thing. Janelle Larsen: You must provide support for your products Kristoffer: I don't want to waste your time. Janelle Larsen: I will be reporting this to the Better Business Bureau and causing a fuss on social media Janelle Larsen: This is a joke of a company. Please transfer me now Kristoffer: Okay one moment. Janelle Larsen: It's a Pearson book, a Pearson access code, and a Pearson website. The retailer is irrelevant. It's a brand new book. Kristoffer: I know. Kristoffer: If I'm in your situation I will feel the same. Janelle Larsen: Thank you for your understanding Kristoffer: But I'm sorry it's our policy. Janelle Larsen: I don't care. Get me a higher up Kristoffer: But let me look for my supervisor. Kristoffer: Because one of the supervisor is engaged with a call. Kristoffer: Give me a few minutes. Janelle Larsen: Take your time. Janelle Larsen: As far as I understand the issue may be because my account is pretty old - from a few years ago. When I redeemed the code, I redeemed it on my old account. Talking to a retailer cannot fix such an issue. Janelle Larsen: It's clearly an issue with my account itself, not the book/code. Janelle Larsen: since those are brand new Kristoffer: I have my supervisor now. Kristoffer: I will be going to transfer this chat now. Janelle Larsen: Thank you Kristoffer: You're welcome! Janelle Larsen: ..... ? Kristoffer: One moment. Janelle Larsen: Sure Kristoffer: Almost there. Jane Bernadet: Hi, my name is Jane Bernadet. How may I help you? Kristoffer has left the chat. Janelle Larsen: If you're unable to review the chat history locally, it's available here: http://pastebin.com/gE6G07tY Janelle Larsen: If this issue is not resolved, that link will be plastered all over social media Janelle Larsen: This is quite ridiculous Jane Bernadet: I can review your conversation with the previous agent. One moment please. Janelle Larsen: Sure thing - take your time Janelle Larsen: As far as I'm concerned here are the three solutions: Janelle Larsen: 1) Look into my account. Figure out what's acting up and fix it Janelle Larsen: 2) Remove the code from my account. I create a new account and re-apply the code Janelle Larsen: 3) Provide me with a coupon for a free new code. I create a new account and apply that code Janelle Larsen: The issue is with the account and not the code. I'll let you finish reading everything so you can provide better input. Jane Bernadet: Thank you. I am still investigating your issue. Janelle Larsen: Thanks. Just send me a message when you're done Jane Bernadet: Thank you for patiently waiting. Janelle Larsen: Sure Jane Bernadet: We sincerely apologize for this. The access code that was purchase from a third party seller cannot be replaced. Janelle Larsen: Then, fix my account Janelle Larsen: The code should not matter. The code is new and the code works. My account is old, and I cannot login to myprogramminglab.com with my account Janelle Larsen: Fix my account Janelle Larsen: Does the third-party retailed host the database that stores my user data? No. That's Pearson Jane Bernadet: The account you are registered is based on the access code. The access code should be the same with MyProgrammingLab. Janelle Larsen: Does the third-party retailer generate/issue codes? No, that's Pearson Janelle Larsen: Is it the retailer's website that's giving me issues? Janelle Larsen: No Janelle Larsen: That's Pearson Janelle Larsen: It's your website, your database storing my account, your code, your book Janelle Larsen: Fix it Jane Bernadet: I understand that the code and the textbook is for Pearson. However, amazon has different policy. Janelle Larsen: You're really generating bad reputation for your company Janelle Larsen: You can't solve issues for your own systems? Janelle Larsen: This whole conversation is going public, you know. Janelle Larsen: If you can't fix it, find someone who can. Jane Bernadet: I am sorry, Janelle. For us to fix this issue, please contact amazon. Janelle Larsen: I've contacted you, for your issues - issues related to your products and services. Janelle Larsen: This does not concern any other company. Jane Bernadet: Purchasing products from a self trading website such as Amazon.com is not directly associated with Pearson Education or its affiliates. Instead, these types of websites act as a venue to allow anyone to offer, sell, and buy just about anything, at anytime, from anywhere. Janelle Larsen: Answer me this question: Can you solve this issue, related to your web service, and your code system? I'm not asking about amazon, I'm asking about you. Janelle Larsen: I know how buying and selling works, thank you. This is an issue with your website and code system, not a physical book. Jane Bernadet: We can resolve issues like that. But we have policies and regulations to follow. Janelle Larsen: Solve it Janelle Larsen: You haven't done anything yet Janelle Larsen: Except for explaining how things are bought and sold, and telling me to request support for your system from a seller of physical items. Janelle Larsen: Like, what is your problem? This is an issue with your WEB SERVICE not a physical item Jane Bernadet: We based the subscription from the access code entered to the site. Janelle Larsen: ... which is generated by your systems and put into your books Janelle Larsen: So.... fix it Jane Bernadet: And the access code is not match to the site that you are trying to access. Janelle Larsen: I photographed the book. It's most definitely for this site Janelle Larsen: Take ownership of the problems your company has Janelle Larsen: Transfer me to your supervisor. Jane Bernadet: I am sorry, Janelle. We cannot do anything here. The best way for us is to contact Amazon so that we can have access to the correct site. Janelle Larsen: "If you purchased a new copy of the recommended textbook, access to MyProgrammingLab is bundled. Access w http://www.myprogramminglab.com to register." Janelle Larsen: This is the correct book and the correct code Janelle Larsen: Provide me a new code if you're so sure of yourself. I guarantee that if I redeem it, the issue will still be there. It's an issue with MY ACCOUNT in YOUR system on YOUR website. Janelle Larsen: Transfer me to someone above you in your company. Get me to a developer or someone technical. Get me to someone with an IQ above 90 Janelle Larsen: I need to do my homework for my course in my semester that has already started. You have no idea how far I will take this. You are ruining your company's reputation. Jane Bernadet: I am the highest support here. Janelle Larsen: Oh, good. Then, fix it Jane Bernadet: The only way to fix it is to contact amazon, Janelle. Janelle Larsen: No, there are plenty of ways to fix this Janelle Larsen: I listed three above Janelle Larsen: Pick one Janelle Larsen: Or, think of another. This needs to be fixed now, not later Jane Bernadet: I understand that this is important. Please contact amazon and ask for a refund or a replacement of the access code. Janelle Larsen: No Janelle Larsen: Seriously, are you dense? Just generate a new code Janelle Larsen: You'll still get paid for me purchasing the book. Generating a new code when the old one was already redeemed and not in use (because it doesn't work) does nothing Janelle Larsen: It does ABSOLUTELY NOTHING to your company's revenue Janelle Larsen: the length of time this chat is taking is costing the company more than it would to replace the code (which is nothing) Jane Bernadet: We cannot provide you an access code or fix your account. The only solution for your issue is to contact the place of purchase. Janelle Larsen: The original place of purchase is Pearson Janelle Larsen: Did the code not get generated by Pearson? Of course it did Jane Bernadet: Yes it did. The only suggestion that we can offer you, is to go back to the original point of purchase to review the trading polices and procedures and any actions you could possibly take to resolve this issue Janelle Larsen: The issue is with Pearson, not Amazon Janelle Larsen: I can't say "Hey Amazon, my Pearson account is not working. Mind logging into their systems and fixing it?" Janelle Larsen: No Janelle Larsen: Fix it Janelle Larsen: How difficult is it to generate a new code? Janelle Larsen: What exactly is this policy that Janelle Larsen: 's preventing you from helping me? Janelle Larsen: If I said "my code is not readable" would you help me? Jane Bernadet: Amazon can answer that question for you. They have their own policy in replacing the access code. Jane Bernadet: Please contact them. Janelle Larsen: If I said "my code is not readable" would you be able to help me? Janelle Larsen: What exactly is the policy that ends with "... don't help the customer" Janelle Larsen: ? Jane Bernadet: We are trying to help you, Janelle. Janelle Larsen: Let me rephrase Janelle Larsen: Under which scenario would you be able to generate a code for me? Jane Bernadet: You can contact amazon let them know that you have contacted us already. You can provide the incident numbers we have gave to you. Janelle Larsen: Stop avoiding my questions, please Jane Bernadet: I am sorry, I cannot answer that question. Issue needs to be investigated before we can provide an access code. Janelle Larsen: Let me try a different question Janelle Larsen: What exactly about this issue/investigation that is preventing you from generating a code for me to solve the problem? Jane Bernadet: Contact amazon first so that we can login to your MyProgrammingLab. Janelle Larsen: I have a *** login Janelle Larsen: janellezy@***.com Jane Bernadet: Because we purchased the access code from third-party seller. Janelle Larsen: Okay, I purchased it from you Janelle Larsen: On your website Janelle Larsen: My mistake - I completely forgot Janelle Larsen: Fix it Jane Bernadet: We cannot do anything here. I am sorry.
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ID
#604352 Review #604352 is a subjective opinion of poster.
Location
Rochester, New York
Cons
  • Price
  • Technical support
  • Customer service
Reason of review
Poor customer service
Loss
$200
Preferred solution
Deliver product or service ordered

Can't get in and I'm a teacher!!!

This has become a huge waste of time because I have to gather grades, reset assignments, check assignments, ... It just waters down my piddly pay to virtually nothing waiting. Pearson cries poor constantly but they really need to consider the services they sell and how they market them to schools and districts. Administrators have no clue and believe the sales pitch. Argh!!! I've been writing for at least 10 minutes waiting and now, once I select the course, it ways "This webpage is not available." It has now loaded a white screen with the tools on the left side. And, I am waiting again! Earlier, I tried the "back door" to mathXL but that doesn't get me to the full site that I need as a teacher.
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ID
#603375 Review #603375 is a subjective opinion of poster.
Location
Riverside, Rhode Island
Reason of review
Bad quality
Preferred solution
Let the company propose a solution
I have taken several classes through Pearson. Most of my classes have a lab like MyMathLab, MyAccountingLab, MyEconLab and some other labs. If you click on a wrong question, it takes about 10-15 minutes to tell you that the question is wrong! And I usually have to exit...
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1 comment
#1997731

Pearson sucks. Their systems are so unreliable.

ID
#602629 Review #602629 is a subjective opinion of poster.
Location
Provo, Utah
Product
Pearson Education Program
Cons
  • Customer service
  • Error messages
  • Customer service and
Reason of review
Order processing issue

What Customer Service?

It's cool, I don't need to turn in my calculus homework said NO ONE EVER. Pissed? Ya, their whole my math lab site went down (didn't work after clearing cache and history on 3 separate browsers, and rebooted) and kicked me out of my homework. I launched their idiotic live help thing and the estimated 8 minutes turned into over an hour....and their 15 minute wait for phone help? After an hour and 13 minute wait, they hopped on the call and hung up. Funny, since all of the sudden their site worked again, so I raced to finish my calc, and then dialed their line again. My estimated 7 min wait time is now 13 minutes....so Pearson, maybe you should change your '24/7' customer help to 'maybe we'll help you if we feel like it because we're ***' customer aggravation. I'm thrilled that I got to spend oodles of cash on you 3 times now, just so I can get my math credits for college. Crooks.
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ID
#595723 Review #595723 is a subjective opinion of poster.
Location
Denver, Colorado
Product
Pearson Education Website
Reason of review
Bad quality

Sold incomplete product. deceptive publishing

I purchased an new version of e-text Auditing and Assurance Services: An Integrated Approach, Fifteenth Edition. On page xvii of the preface, it states "The educational version of ACL software is included with every new copy of this edition." No where is that version found. Me and my school have contacted Pearson via chat, phone and email. I spent hours trying to resolve this. They essentially said that they - the publisher - is not responsible for the content of their book. I sent them screen shots of the pages that show that every book should come with ACL information. They said it has nothing to do with them. They aren't in charge of content! This is the publisher saying that! Somehow the vendor is responsible for content! I don't understand. That would be like Nike selling shoes without soles then telling me it's Foot Locker's fault. After each chat/email/call, they'd send me an email saying the issue is resolved so they can close their file. What is resolved? That they can charge for something they don't deliver and walk away. I actually tried pursuing CourseSmart, an affiliated vendor, because I felt they didn't do quality control before selling me the product. I spent a few hours with the vendor too, At least they got a supervisor to call me. They said that their contract is only to sell the products and he will escalate the issue to their contracts team because Pearson is outside their contract. I think that Pearson may be treating this like an additional package component. Some of their textbooks do have the option of purchasing extra online licenses and resources, such as My Accounting Lab. My course does not require My Accounting Lab. This is not one of those products. This is content inside cover of the book that is supposed to be there that isn't. The online bookstore doesn't talk about ACL because it is a content issue, not an additional feature. Very deceptive.
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ID
#594435 Review #594435 is a subjective opinion of poster.
Location
New York, New York
Reason of review
awful customer service - by email or chat only; only #'s are for tech support. Refusing to take responsibility for their own content that they produce. Selling a defective product. Deceptive
Loss
$120
Preferred solution
Let the company propose a solution

Pearson Education

This is more of a technical problem. Not much to do with customer service although I have seen quite a few of them. What *** me off about Pearson is their over expensive online ***. Is MyStatLab really worth $110??? It's NOT! SOme things about it are ok, but what *** me off i working MY *** OFF on a question and then it saying its wrong but not giving me cred about at least what I did right! What if I'm a *** human and made a *** mistake? I didnt exactly understand how to do a problem the easy way so I spent a long time doing it the hard way just to tell me I did it wrong. What if I did it right and there was just a simple mistake?!?!?!? By the time you do "final check" and see what you did wrong if any wrong, you have to start FROM THE BEGINNING even if 9/10 parts of the problem were right, you have to do ALL of them over again which is EXTREMELY inconvenient and unnecessary. Also the videos they have to help you make you think you are listening to a soulless robot. This is why people hate math. No engaging=no learning while they just run with our money happily. *** Pearson. They don't seem to respond to complaints on here OR complaints for their *** apps even the ones rated 1.5. This is supposed to be a PROFFESIONAL company so it should take the time to respond especially since they are part of the textbook BS monopoly our nation has inherited. *** em.
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ID
#591750 Review #591750 is a subjective opinion of poster.
Location
Fort Worth, Texas
Reason of review
Technichal problems and ridiculous pricing
Loss
$110
Preferred solution
Price reduction

Nothing ever works like its supposed to...

Working in MyITLab for Office 2013 over half of the questions are *** up to begin with and 98% of the time when you're actually doing a question correctly you still get the *** question wrong... Even trying to talk to customer support they disconnect you right in the middle of telling them your problem and when they do answer they give you a complete *** answer that has absolutely nothing to do with the problem you're having... They are always beating around the bush and not doing their *** jobs!!! DO NOT EVER THIS COMPANY FOR ANYTHING!!! *** YOU PEARSON EDUCATION!!!
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ID
#590551 Review #590551 is a subjective opinion of poster.
Location
Seneca, South Carolina

Mandatory bundling of textbook with access codes a scam

There is never an option to purchase access to your course without purchasing the textbook. I DO NOT WANT THE TEXTBOOK. I can use the textbook for free at the library. I've done this every semester and it saves me thousands. They force you to buy the textbook with the access code because they know you can't take the course without access to their website. They're bullies, and that's what makes me so angry about it. Even better, when your class is over, you can't sell the textbook or use it again because you loose access to it. So you end up renting an online textbook (which some people hate anyway because there's no physical book), just to get access to your class, which costs more than buying the textbook in the first place.
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1 comment
#963341

I believe all Pearson MyLab/Mastering products offer an option to purchase access WITHOUT the book. Which product are you referring to? I suggest you go to the product website and review all purchase options as I think you may have overlooked the option you want.

ID
#589848 Review #589848 is a subjective opinion of poster.
Cons
  • Customer service
Reason of review
Pricing issue
Preferred solution
Allow purchase of website access without textbook
Do you want access to a Mastering course from Pearson? Here is what will happen: 1) You will purchase the access code for too much money. 2) You will attempt to register. 3) You will receive an error telling you to contact customer support. 4) You will contact customer...
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2 comments
#961044

That was awesome you just explained my frustration with MyMathLab.

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ID
#585678 Review #585678 is a subjective opinion of poster.
Location
Chicago, Illinois
Cons
  • Technical support
  • Customer service
  • Price
Reason of review
Poor customer service
Preferred solution
Let the company propose a solution

Awful

I have never gotten an access code for their online service that worked properly. There's always some massive problem that prevents me from being able to turn in my work or even access the class and costs another $100 of my money to fix. The worst customer service I have ever encountered besides the USPS. All I have ever learned from this online classroom is how to have mounds of patience. Really really horrible program. If colleges keep using this program their going to keep perturbing their students. Nothing to be learned is contained in these terrible online courses ever.
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ID
#582845 Review #582845 is a subjective opinion of poster.
Location
Virginia Beach, Virginia
Product
Pearson Education Program
Reason of review
Not as described/ advertised
Loss
$200
Preferred solution
Full refund

How are they in business?

I called the customer service regarding problems with my Access Code. I asked the lady, "Ma'am I am having a problem and cannot log into my accou-." Then she hung up..... WHAT?!??!?! This happened 3 times and i got frustrated and gave up. How can you hang up when someone that purchased a product needs help. I kept trying to complete my sentence explaining my problem. This lady just kept hanging up every single time I was explaining what the issue was. I cannot believe this quality of service. What am I supposed to do if Customer Service will just hangup every time I call?
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ID
#581721 Review #581721 is a subjective opinion of poster.
Location
Cerritos, California
Reason of review
Poor customer service
Preferred solution
Let the company propose a solution

Horrible & Unprofessional for Homeschool Family

The Access Code that I purchased for MyMathLab didn't work and I then wasted 4 hours talking to, and being put on hold by, 5 different people about why I was not able to get a CourseID created as the Homeschool parent. No one at their call center in India could understand me or help. Then I talked to "Monte" in the K-12 Sales Dept who put me back to the India call center and then was eventually hung up on. I requested a refund and a claim was entered by the 5th person and am supposed to wait for an email. Horrible company with no oversight or knowledge for families!
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ID
#573399 Review #573399 is a subjective opinion of poster.
Reason of review
Poor customer service
Loss
$38

Sales Rep Treated Me Horribly.

The sales representative in Hawaii has treated this customer (a professor) with complete disrespect. He refused sample texts (for review to purchase as an order for the students...his entire job here) due to having sent a sample previously to one of the many campuses I work. Literally, he made me feel as if I had stolen a text. This is so uncomfortable..without us reviewing texts, we buy NOTHING. Then, I tried to get support to complain and after an entire semester, received no return response. I cannot even find a link to complain about a sales person on any of the web sites. I spent four hours on this complaint project and that was valuable student time...I should have been grading, but this is so bothersome. It must be addressed. I changed to Worth and McGraw Hill for my student needs after 10 years working with this company. I order around 150 texts each semester from one of the companies...big loss for them. I also tell all other professors. They need to seriously work on the complaint support options.
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ID
#570047 Review #570047 is a subjective opinion of poster.
Location
Honolulu, Hawaii
Service
Pearson Education Customer Care
Reason of review
Poor customer service
Preferred solution
Let the company propose a solution