In short, it is almost impossible to get usable customer service for integrated Canvas/MyLab courses. The MyLab products are great but the support is so bad we will have to look for replacements.
It is not possible for instructors or students to reach a technical support representative on the phone who can (1) receive and use the diagnostics files and (2) access the Canvas course as well as its integrated MyLab components. The typical attempt dumps the requester to a site in the Philippines where the techs cannot understand the problem, much less help, but they insist on trying. Working through that gate usually takes at least half an hour. When they finally do agree to elevate the problem, all direct communication is lost.
It eventually gets (1) misinterpreted and (2) relayed back via email. If the problem is actually fixed, it takes days, sometimes weeks.
Product or Service Mentioned: Pearson Education Technical Support.
Reason of review: Poor customer service.
Preferred solution: Improve the service!.
I didn't like: Technical support.