218 views
New Reviewer
0 comments
stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
1.3

I attend the University of Toledo where multitude of classes has tried out Cengage's MindTap service. Every class has had nothing, but issues after issues with the service provided.

The company does not inform it's customers of when the service is down; even after days and countless of customer cases has been filed. I have been taking a management class and at the beginning of the semester, video quizzes were not accessible for several weeks. I have had times where I would start a test or quiz with only a certain amount of attempts and was kicked out, forced to take a bad grade. In addition, Cengage does NOT offer refunds.

After my class decided to switch out of the faulty service and find a new one, Cengage informed us that no refund of any amount would be distributed. My university has thus gave Cengage the option of fixing the problem or fear the wrath of what will happen will a university filled with unsatisfied customers. Cengage thought it would be "cute" to counter our demand for some form of at least half of the service's price (we stopped using the service halfway through the semester) and instead we were emailed a refund with $100 of Cengage product... Product we do not want to use or cannot use since 80% of my class is seniors or are done taking classes that could possibly even use the product (not that we would take a class again that uses it).

Cengage sent representatives and their district manager to talk to our class. During that time they made no attempt to listen or even provide a legitimate reason as to why an adequate refund could be given. Instead, they claimed the product was in perfect condition now, after we stopped using it (which is false since other classes that decided to stick it out with the service for this last semester with Cengage are still complaining of problems). Plus, even if the product was in good condition after we left the service, the time we had use it was nothing but a hassle and problem for our class.

When Cengage failed to inform us in any way of their service being down, people drove out of their way because they thought they were having internet issues. As well, people with jobs that had allocated to work on the assignments, test and quizzes on specific days were denied service that they PAID for and was unable to use. The cases that you file with Cengage are not responded in a timely manner, and thus my professor had to deal with tons of emails on problems that Cengage shouldn't have in the first place, problems she had no idea what to do about.

She was forced to extend multiple deadlines and apologize for the faulty product she subjected us to. She has, however, made it our mission to let everyone know about Cengage's faulty product, lack of refunds and the manner in which they handle their customers.

Reason of review: Poor customer service, bad quality, defective product, not as described and cancellation policy issue.

Monetary Loss: $100.

Preferred solution: Some form of monetary refund other than Cengage product.

Cengage Group Cons: Unreliable, Frustration, Difficult to contact, Price, Lack of communication.

Location: Sylvania, Ohio

Do You Have Something To Say ?
Write a review

Comments

chat-icon

Please avoid publishing any personal information and promotional content

You will be automatically registered on our site. Username and password will be sent to you via email.
Post Comment

Cengage Group Reviews

  1. 183 reviews
  2. 44 reviews
  3. 14 reviews
  4. 4 reviews
  5. 4 reviews
Cengage Group reviews