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I have called 10 times to customer service - NO LIE... BEYOND RIDICULOUS

Returned book within 30 day policy. Book sent back to me. I re-sent it back & asked for credit - showed USPS tracking to PROVE book was returned on time. Now holding on 10th call - still waiting for credit to my visa. Last call to Rita - she talked to Chris in credit - who assured me credit would hit within 24-48 hours. It's now 12 days later - NO CREDIT on VISA. RIDICULOUS. Come on - trying to be polite and patient with customer service reps - who are all very nice & try to help - but no action, follow thru. Have talked to (in order of calls) Rochelle, Rita, Jennifer, Tony, Aubrey, Rita again, Rochelle again, Melina. DO NOT BUY A BOOK FROM PEARSON....
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ID
#561960 Review #561960 is a subjective opinion of poster.
Location
Louisville, Colorado
Cons
  • Returning book is impossible
Reason of review
Need credit for returned book
Loss
$149
Preferred solution
Full refund
Pearson Education - Selling Re-Used Textbooks & Access Codes to College Students
Pearson Education - Selling Re-Used Textbooks & Access Codes to College Students
Pearson Education - Selling Re-Used Textbooks & Access Codes to College Students
Pearson Education - Selling Re-Used Textbooks & Access Codes to College Students
Pearson Education - Selling Re-Used Textbooks & Access Codes to College Students
Pearson Education - Selling Re-Used Textbooks & Access Codes to College Students
As a community college student, clearly I'm not swimming in money; I'm TRYING to complete a simple 2 year degree at a community college to go to a University so hopefully from there, I can complete a degree in a Higher Education, giving me the opportunity to make some...
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ID
#556394 Review #556394 is a subjective opinion of poster.
Location
Londonderry, New Hampshire
Product
Pearson Education Program
Preferred solution
Let the company propose a solution

Pearson TestNav

We have to use an older version of Java to make TestNav work. We are manually un-installing Java 8! This is a security issue and very time consuming! I called their tech support and their guy was vey unhelpful and when I asked to speak to a supervisor I was told there wasn't one. UGH! They are the worst in regard to on-line testing and the book adoptions have been a nightmare, account creation and on-line resources not working! No bueno and they really don't give a ***! Pearson is known for their lack of customer support but we keep ordering their flawed stuff. Why?
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ID
#549011 Review #549011 is a subjective opinion of poster.
Location
College Station, Texas
Product
Pearson Education Account

Flawed testing input and feedback

Pearson's MyMathLab is nothing short of atrocious. They provide unclear directions and answer inputs often grade correct answers wrong because of format. Proof questions are often totally hit or miss as they ask for a single answer for a multistage proof. Customer service is not only always horrid, but usually nonexistent. I have never had problems with other online math labs like I have with Pearson. Not only is Pearson's math lab flawed, but also its other services. Pearson's connect platform for english stated that I had finished 0 practice quizzes when I had finished all but one. Customer service was, not surprisingly, almost unreachable and eventually left me with no assistance. I ended up having to redo over 20 quizzes in a single day......Thanks Pearson........
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ID
#544538 Review #544538 is a subjective opinion of poster.
Product
Pearson Education Practice Exam
Reason of review
Poor customer service
Loss
$90
Preferred solution
Let the company propose a solution

Pearson Agent

I had to call this morning about MyMathLab and imputing answer which it refused. the first agent did now how to help me and refused to transfer me to another person who could help me....he hung up on me. I called back and now this agent does not know how to impute the answer either. I have spent an hour on the phone trying to figure out how to impute an answer in mymathlab. If you look on "view an example" you can see how the answer is suppose to be imputed but there is no way to complete the answer. Pearson Waste a lot of time by having agents who do not understand ENGLISH!!!
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ID
#544296 Review #544296 is a subjective opinion of poster.
Reason of review
Poor customer service

Math Lab Course Review

I too am experiencing my math lab extremely slow.my work is taking me way too long to finish. This is ridiculous!! I tried a different computer just in case but no, it's the same thing. Pearson needs to get it together!
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ID
#541031 Review #541031 is a subjective opinion of poster.

Blocked my account causing me to not be able to submit HW on time

I was using the free trial. When free trial ended, the account got blocked not letting me register, on the SAME day when my homework was due. I called 3 times to the 24/7 customer support. All of them said you have to wait, there is nothing we can do. This whole process tok 4-5 hours. I could've submitted 2 HWs in that time. I am writing this in anger, but to go through this as a student on top of all the school stress, it is just unfair and ridiculous. Now I missed HW, and have to contact professor, and try to convince to to extend the deadline, more work, more work...
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ID
#540226 Review #540226 is a subjective opinion of poster.
Location
Tappan, New York
Product
Pearson Education Account

Pearson is terrible

Where do I begin? The online grading is terrible. They don't support many web browsers. Their tech support is slower than cold molasses. Their websites are super slow, and I know it not my computer or connection. I my experience in college has been great with the exception of when I have to do my homework. I dread doing my homework because Pearson products are so terrible. Unfortunately this semester I have three classes with Pearson books and online homework and quizzes. It just keeps getting worse! Their products are so bad I am considering switching schools just to get away from them!
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ID
#538700 Review #538700 is a subjective opinion of poster.
Location
Knoxville, Tennessee
Reason of review
terrible product
I have had to contact pearson 3 different times all in the past 4 hours and my problem has not only yet to be solved but is also WORSE than it was previously. My problem was simply that I could not access my course and needed to know why and how I go about solving that...
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ID
#538090 Review #538090 is a subjective opinion of poster.
Location
College Station, Texas
Product
Pearson Education Website
Reason of review
Poor customer service
Preferred solution
To be able to purchase whatever it is I need to purchase to have access to my class, which I am paying a ridiculous amount to be in.

Rescheduled test with no conformation email

I rescheduled a test date. The screen showed me the test date and time and direction on what to bring and what not to bring. There were no other directions or buttons to click for conformation. I show up to the rescheduled test date and was turned away because a conformation email was never sent to me. I called Pearson and discussed with multiple people that the screen did not say click here for conformation of exam date. I had already confirmed the test date and time. Since no conformation email was sent the test was never rescheduled. BUYER BEWARE!!!
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ID
#537606 Review #537606 is a subjective opinion of poster.
Location
Memphis, Tennessee
Reason of review
Rescheduled test date online
Loss
$625
Preferred solution
Full refund

Customer service awful in almost every regard

Every time I call Pearson's customer service, I have to wait for at least 20 minutes. There are so many different departments that can only help you with a very specific problem that you often have to talk to multiple departments (and wait in their corresponding lines). Most recently I was trying to reach the customer service representative that I had been working with a few days ago, but the extension he gave me did not work. When I talked to the operator, she found his name but did not find a number to go with it. She transferred me to the customer service department to talk with another representative, but she did not transfer me to the right place. After another 30 minute wait, I finally got to talk with a human being who promptly told me there was nothing she could do to help me because the operator had connected me to the wrong department. I needed the clinical assessments part of customer service (and another 20 minute wait). However, the worst thing about all of this is probably the fact that no one ever apologized for any of it. In fact, almost all of them sounded so bored (or even annoyed) that it's surprising anyone thought it would be a good idea to put them in customer service.
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ID
#535812 Review #535812 is a subjective opinion of poster.
Pearson Education - Worst online learning service I've ever seen.
Pearson Education - Worst online learning service I've ever seen.
Pearson Education - Worst online learning service I've ever seen.
Pearson Education - Worst online learning service I've ever seen.
The software is lousy, the textbooks are overpriced, and support? what support? They made me pay TWICE b/c they happily took my payment but didn't give me access to my account b/c they require third party cookies which i block for security reasons which made their...
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6 comments
#1352845

Its been said before, but it bares repeating, THIS IS THE WORST SOFTWARE EVER. My school, SNHU, uses this garbage and its an outrage to me that they do.

It constantly freezes and crashes, and when its not doing that its dial-up internet speed slow. I have the fastest wifi speed available and this *** software still chuggs. They have good "features", but because of the slow speed and constant crashing none of them work, so I guess they're not really features are they, just ideas.

If your searching for a school, make sure to ask if they use this software, if they do, find another school. It will completely hinder your learning experience, compromise your grades and waste a lot of your time.

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ID
#535103 Review #535103 is a subjective opinion of poster.
Product
Pearson Education Program

Product is not useful, staff is even worse!

This is the worst customer service I have ever seen. Every single "tech" I chatted with was improperly trained and had a complete lack of knowledge. I have to fork over a TON of money for their useless product because my school demands this ridiculous act and I still cannot receive good service or even USE this product. It is nothing short of ridiculous. Pearson may literally be the worst company to use. I will gladly look to torrent any and all textbooks from your company in hopes that I can diminish your profits in anyway possible.This was a foul experience and I will gladly demote your company at every opportunity.
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ID
#534179 Review #534179 is a subjective opinion of poster.

Poor idea, poor customer service, poor everything!

Oh my god. I cannot begin to explain everything that is wrong with Pearson, especially MyMathLab. But I will certainly put my horrible experience in... First, everything works fine, I created an account with a trial period, did all problems out of homework, logged off. I thought every time would be this easy, like most websites. I was severely mistaken... I tried to log on again and it told me my trial period was up I knew it was going to so I bought the full version (a whopping $95+!). To my dismay, all my work was deleted!!! I tried contacting customer support by phone, several times, and no answer. Online chat I had to wait 30+ minutes just to have someone say "I'm sorry about the inconvenience, please try again later and it should show up" or "Contact your professor and see if he can help you." YOU'RE customer support, not my professor. YOU'RE supposed to be knowledgeable in this, not him. If he knew everything, he would be a support rep not a teacher. The last rep I talked with that day gave my the fabulous answer of: create a new account pay another $95+ for the access code to see if you get all my work back. I would LOVE to know how creating a new account and paying almost 100 extra dollars is going to get my grades and homework to magically reappear! The second time I tried logging in, it kept logging me out every 2 minutes or so. Another 2 hours waiting and chatting with a rep online got me the response of "I honestly don't know why it's doing this. You shouldn't even be able to log in" and he disconnected. Now I can't log in, all my previous work is missing, and I'm failing my class customer support has no idea what's wrong or how to even begin to fix it. My school says I have to print off the problems from someone else's account (20¢ per page I might add) or buy another access code like the one rep told me. Because after all "it could work, they know more than you do". Pearson has being scamming everyone out of money. It's not worth the high cost to have the extra stress and failing grade of your classes to use them. Conclusion: DO NOT USA PEARSON MYMATHLAB
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1 comment
#867611

MyMathLab is AWFUL! AWFUL!

I spend more time waiting on the cursor to spin round and round than I do actually doing the problems.

Today, it finally just told me "we cannot contact the server at the moment". Piece of absolute ***.

ID
#531446 Review #531446 is a subjective opinion of poster.
Location
Mableton, Georgia
Product
Pearson Education Account
Reason of review
Poor customer service, poor design, defective, not as described, problem with payment, all of the above and more!
Loss
$180
Preferred solution
Full refund and compensation of my failing class and time I spent talking with useless customer support

Shoddy product and customer sevice

I used their temporary two week access just to give things a test run. Three days before the two weeks were up I purchased the $95.20 access to continue my class. I continued to log in for three days with no problems. On day four after paying for access, I have a message saying my trial had expired and I needed to pay. I contacted customer service (if you can actually call it that) and sat on hold for an hour and 45 mins before finally getting a human on the line. She then proceeds to tell me they have no payment processed for my account. I told her that her company had already deducted money from my credit card so, how was that possible? She proceeds to give me the run around about how it's not really a charge and that I needed to contact my bank and have the original 95.20 released back to my account because it's not really a charge on their end. Then tells me if I want to access the class I would need to re-enroll and pay the registration fee. I re-enroll as instructed and once again pay the $95.20. I try to access my class and am once again given an error message that I need to pay for my class because my trial has ended. I contact customer AGAIN and sit on hold only to have their agent tell me to give it 24 hrs because there was "some sort of latency" on their end. I explained to the agent that I need to resolve this TODAY because I am getting behind in my class and was basically told there is nothing that can be done. It's going on a week and I am three homework assignments behind and have a quiz pending. I still can't access the class and they have nearly $200 of my money. I contacted my bank and asked about having them "release the money" the company had placed on hold. The bank said that Pearson needed to release the funds they had charged and that whoever I talked to lied about it not actually being a charge. What a *** joke!
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ID
#529953 Review #529953 is a subjective opinion of poster.
Product
Pearson Education Account
Reason of review
all of the above
Loss
$200
Preferred solution
Full refund