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Sloppy editing/bad tests and quizzes/no reply or changes after numerous complaints.

I am using Pearson's MyMusicLab. The curriculum itself is great, however, it is rare for a test to be error free. The questions and music clips frequently don't match, right answers are marked wrong and many questions are vague and worded in such a way that there may be a least two different answers. Questions at times are of a trivial nature and not used to emphasize the material that is of most importance. My professor has complained about specific problems, but no changes have been made. You would think that after three quarters changes could have been made. Thank you. Pearson is also unresponsive to my Anatomy and Physiology Professor, and the class has been unable to access the online portion of that book's curriculum.
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1 comment
Anonymous
#811588

I recently purchased an online product from Pearson and had an issue with the registration process. I tried to resolve via phone and chat but their reps seemed to be following a script and not really listening to the problem.

One accused me of not speaking to a previous rep and when I offered to fax a copy of the conversation, she found it in the computer. I was told that the problem would be resolved one way but later informed that I had to resolve it another way.

I will miss my first homework and quiz in the class due to Pearson. Thanks Pearson!

ID
#459498 Review #459498 is a subjective opinion of poster.
Location
Seattle, Washington

24/7 Online Support

When logging into this site it prompted the message invalid user information, so I sent an email asking for the correct one. They sent me the wrong information. So I e-mailed online support a week later they got back to me. I replied and waited almost another week. I tried calling and online chat but the wait was too long. After an entire month of waiting they sent the information to the wrong email and when I asked them to send it to the right one they couldn't until I somehow accessed their email and changed it to the correct email address. How am I supposed to do that if I cannot get to their email.
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ID
#450806 Review #450806 is a subjective opinion of poster.
Loss
$100

Awful customer service

Some of the homework assignments would not load completely. I called, tried the chat, & emailed the customer service about this issue. I hung up after waiting 2 hours by phone. I waited about an hour to an hour and a half for the chat. When I finally got someone on the chat, I asked my question & the person leaves & the chat is over! So i emailed them, it took them four days to reply. They replied on a Sunday at 2am, after my assignment was due, & after I'd spent 2 weeks trying to actually speak to someone. Their reply was them telling me that my due date had passed & their was nothing else they could do. I expect more from Pearson, especially when I paid $66 for homework assignments, & a total of $110 to include the ebook. I've been looking for a way to complain directly to the company, but I've found nothing so far.
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ID
#449462 Review #449462 is a subjective opinion of poster.
Location
Pinehurst, Texas
I have tried calling tech support 7 times at different hours of the day and week. The 24/7 hour support is a lie. Personally I don't think they even have tech support. I spent a total of 14 hours on hold, 2 hours each call. I tried there "Live Chat" that they talk...
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4 comments
Anonymous
#1564961

I got a *** bag tech that was lazy and lied about how our environment is not adequate. Just so he could leave for the day and be done with me. They are useless.

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ID
#446526 Review #446526 is a subjective opinion of poster.
Location
Palm Harbor, Florida
Loss
$100

Access Codes

Purchased an Access Code for E-Text only to find out you cannot use the eText unless you have a course code. This is Ridiculous the content is already made why not have it available for self study. The pearson "My___Lab" is very difficult to navigate and help for access code problems takes forever and leaves you disappointed since there is nothing they can do. I believe there is a lot of miscommunication between pearson and universities, they need to specify that if a prof is not going to use course content on their website then the students cannot have access to the eText
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ID
#445188 Review #445188 is a subjective opinion of poster.
Location
Edmonton, Alberta
Product
Pearson Education Website
Loss
$95

Snail-slow and *** staff

To communicate with an agent took 55 minutes (the original counter said the wait time was 45 minutes) for a Chat session (which, the website said, was the fastest way! Hah!). Then, when I was finally connected to Harriete, she kept on having me do the exact same things over and over that I had told her did not work (the registration screens). After each answer, I had to wait about 2-4 minutes for her to wake up from her silence. Even for simple questions as, "should I click on the 'I accept' button?" Then, I finally asked for a manager, and after a 20 minute wait, I get a fellow who apologizes that he's not a manager, but a "specialist" (he didn't bother to mention his specialty, but I suspect it's not efficient and attentive customer support). To make matters worse, the website is poorly designed with list of options in pull-down menus that you can only access by going 2-3 times inside the pull-down menu to "open" the sub-lists. Stay away from this company. They run a supremely mediocre online operation.
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ID
#445181 Review #445181 is a subjective opinion of poster.
Product
Pearson Education Website

Horrendous customer service

I purchased a new Statistics book and scratched off the code and attempted to register for the online aspect of my class. The code did not work and it said it did not recognize it. So I tried calling customer support and after waiting 30 minutes, I decided to wait for the chat service as well. I ended up waiting exactly 1 hour and 28 minutes for both services without getting a response from either. I have attempted to call customer service again today and yet again I have waited thirty minutes to no avail. It's so frustrating that these programs are required by classes when they are so flawed and sloppy.
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ID
#445085 Review #445085 is a subjective opinion of poster.
Location
Greenville, South Carolina

Access Code

I bought a new Pearson Computer Science book with their name on it, with an access code card in the book. It does not work. Pearson support tried 4 times to access the code. They say the code is available, but does not work. They said they would advance to next department and give me a new code. I still have not heard from them. Mean while my IT/Computer class is going on. Very poor customer service results. I think they do this to try to make money off of people, so you have to go back and buy another code from them..
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ID
#444966 Review #444966 is a subjective opinion of poster.
Location
Pensacola, Florida
Loss
$128

Poor Customer Service

Order was placed in mid March. One month later the order has not been sent for delivery to our address. The item ordered was time sensitive as for the school year. The school year will end in six weeks. This book will only be used for the following four. Mid April I called the company to follow up. Order appears to have miraculously arrived today and will be shipped tomorrow. Got the feeling this is more of a "we will keep your money until you call" kind of event. Glad we only ordered one book to see what kind of service they offer. They refused to overnight ship it. Or admit to anything else. They said the order will ship when they receive it. No notice was ever sent of the item being back ordered,etc. They confirmed they had my email and phone number on record. Will never order from them again.
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2 comments
Anonymous
#866122

They have you waiting for soooo long. Literally the worst customer service!

Anonymous
#685541

The worst customer service I have ever experienced. You are just a number. They don't care. Unfortunately throughout school and even when you have to take state boards for certain jobs you have to deal with Pearson and its various parts. It's frustrating because you often don't have the opportunity to use or go through someone else and they must know that. also, its pretty evident they farm out their customer service to various areas because I feel like I'm calling India

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ID
#401146 Review #401146 is a subjective opinion of poster.
Loss
$10

Customer Technical Support

I needed online technical support to rectify the online access. Unfortunately, the chat room person called Aron thank you have a great day while I still asking a question. Aron tried to defined there is not answer position. Finally, logged off without answering my question. I felt so measurable and felt helpless. Now, I should buy another code. I needed online technical support to rectify the online access. Unfortunately, the chat room person called Aron thank you have a great day while I still asking a question. Aron tried to defined there is not answer position. Finally, logged off without answering my question. I felt so measurable and felt helpless. Now, I should buy another code
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ID
#375716 Review #375716 is a subjective opinion of poster.
Location
Wichita Falls, Texas
Service
Pearson Education Technical Support
They do not offer any customer assistance - their 24/7 available chat took 30 minutes holding to have someone answer who didn't ask me anything beyond why I was texting - then told me to download the latest Adobe (which I already had - but he didn't ask about),...
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ID
#342265 Review #342265 is a subjective opinion of poster.
Location
West Jordan, Utah
Product
Pearson Education Program