Laptop Training is a company that claims to provide distance learning for Microsoft certified IT training. I purchased their MCSE certification program in May. The program, according to their website and Mr. Mike Bostock, the Manager of the San Diego office, consists of a new laptop computer, an assortment of CD's which course work, textbooks/workbooks also containing coursework, and a level of customer service that would make it seem as if I were in a classroom with the instructors.
A few weeks after I signed the contract and student loan papers and sent them back via FedEx, I received the laptop as promised and an assortment of CDs. There were no further instructions or books.
I called Mr. Bostock and informed him of what seemed to me to be an omission, but he informed me that the books came from a different location than the computer and software, and would arrive in a few days. He told me to insert the first CD and call him if I had any questions. This was not exactly the level of customer service I had been led to believe I would be getting, but I am somewhat of a self-starter so I go ahead.
The software is a very well done tutorial and I had little problems getting going. However, I found it dificult to retain the information based on the computer screen alone. After several months I had still not received the promised books.
I place a call to Mr. Bostock, but he was not in as he was working at another office. I believe they called it the Vista office. Little did I know that this was the same response I would get every time I tried to call Mr. Bostock.
After several calls in which I left a messsage for Mr. Bostock and recieved no return phone call, I asked the person answering the phone if I could call Mr. Bostock at the Vista office. She readily gave me the number for that office. When I tried to call Mr. Bostock there, I was told that he was in a meeting and would return my call when he was out.
Over the next several weeks / months, I received a plethora of reasons why Mr. Bostock was unavialable, but assured each time that he would return my call at his earliest convenience.
Evntually, perhaps because she recognized my voice, the receptionist asked if there was anyone else who could be of assistance. I briefly explained to her that I had received the computer, but no books, syllabus, or any direction.
She asked If I wanted to talk to one of the instructors, to which I gladly agreed. After explaining the situation to Jake, he informed me to continue on to a particular lesson and then call him back and that in the mean time, he would see why I had not yet recieved my books. This took place during the winter of more than a year since I had signed up for the program that the website indicated many were able to complete within a year. That is the last time I was able to contact Jake.
After several months pass in which I became disgusted with the situation, I let the matter lie.in July I began to get irritated at the monthly payment I was making for what in my mind was nothing. I sent an e-mail to Mr. Bostock detailing my dissapointment at the level of service and support I had experienced, and informing him of my intention to package the laptop and software and send it to him, and that I expected a full refund of the money that had been paid in my behalf. Over two years after Mr. Bostock had extolled the virtues of his school to me on the telephone he finally responds to me. After countless unreturned phone calls, Mr. Bostock replys to my e-mail to inform me that refund requests are handled by a diferent department, and must be submitted in writing.
I followed Mr. Bostock's instructions and submitted my request in writing and sent it in via USPS. After several more months and no response, I again e-mailed Mr. Bostock. This time I got no response. After a few weeks, I e-mailed a second time. Still no response. Again I wait a few weeks, and e-mail Mr. Bostock again, but no response. This morning, I e-mailed Mr. Bostock again but also coppied the message to another e-mail address I seen on the website.
This afternoon, I received a reply from a Mr. Tom Van Voorhis explaining to me that I had 5 days from the original contract date to request a full refund, and six months in which I could recieve a pro-rated refund. After the six month period, there are no refunds. Mr. Van Voorhis further stated that while he was not contractually obligated to do so he would send me updated software and books if I would like.
These gentlemen have clearly not held up their end of a legaly binding contract.By their refusal to deliver the paid for goods, and unwillingness to provide the paid for support, they are in breach of contract. I have been more than reasonable and patient with them allowing them ample opportunity to resolve the issue. They have refused to do so. This constitutes theft; They take my money and refuse to provide the goods and services that the contract outlines.
Be advised, these individuals have expressed and unwillingness to correct this matter until now they can see that my patience has expired, so now they make a left-handed effort to appease me. One would be wise to exercise extreme caution in any dealings with these people.
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