- Report: #538248
Complaint Review: Pass-guaranteed.com - Global Certification Courseware - Wimbledon Internet
Reported By:
Lars -
, Ohio, United States of America
Submitted:
Updated:
-
Author Not Confirmed
Why?
Pass-guaranteed.com - Global Certification Courseware
Dalton House 60 Windsor Avenue Wimbledon, Internet, United States of America
Phone:
1-866-931-8404
Web:
www.pass-guaranteed.com
Categories:
Business Rating:
(0)
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Pass-guaranteed.com - Global Certification Courseware Pass-Guaranteed Corp, Defect Product and flase advertising Wimbledon, Internet
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First of all, I see that others have submitted the same problems and that pass-guaranteed.com is claiming these reports are from competitors who want to destroy their name. I am NOT a competitor, just an IT professional who has to take the CDIA+ exam. I can supply receipts, screenshots etc.
I don't want to quote the questions and answers here, because I'm not sure of copyright restrictions, but I certainly can post them if pass-guaranteed wants me too.
Anyways, since there are multiple incorrect questions and answers I requested a refund based on the claim that the product is defect. I send them and email, including screenshots with a few of the questions I found to be wrong or where the answers a contradictory.
Before I submitted an email I tried their live chat several times, but no one ever answered (at one time I waited for about 20 minutes).
The email was answered about 48 hours later (their websites states that their Excellent Customer Service will respond within 24 hours). Also note that I send the email as 'urgent'. On November 16, I got an email saying that my questions were giving to the authors for review and that they are looking into my comments.
Fair enough, of course they should have a chance to look at it first.
Well, I had to send another email to request an update on the issue. Their answer was "This week our authors are looking into your comments. You should receive an email shortly from them regarding your comments."
Of course, I haven't heard anything back yet.
i also titled this report 'false advertising' for the following reasons:
Their guarantee states the following:
"Excellent Customer Service from Pass-Guaranteed.com for over 7 years now has allowed for steady growth and an Industry Leading reputation for Great Customer Service! From technical questions to simple download questions, Pass-Guaranteed.com customer service agents will reply back to your questions within 24 hours or you can Chat Live with our customer service agents online."
In my experience, replies take longer than 24 hours. Especially considering that you may get a reply, but not really an answer to your question. The live chat was never answered and in fact now seems to be removed. You can only leave a message, but not chat to a live person.
Some of their features for their 225-030 exam questions:
-Exhibits and graphical representations
It's all text, i haven't seen one 'graphic representation'. I'm not sure what 'exhibits' are supposed to be, but most of their questions do not contain any explanations or further details, and if they do, they are often incorrect.
-Drag and Drop questions as experienced in the Actual Exams
There aren't any. i don't think the real exam includes them either, so it's not a problem. But why advertise them if they don't exist?
-Verified Answers Researched by Industry Experts
This goes back to my whole story above. I don't believe all questions and answers are correct.
Their first question in the FAQ answers the question to what their products offer:
Practice exams contain Questions and answers with explanations.
Then I continued with question 5:
What exactly is in your Practice Exam Questions?
All of our Practice Exam Questions are designed to ensure that you have the required theoretical and practical knowledge, as well as the skills to pass the exams on Your First Try!!! They consist of questions, answers and detailed explanations of all the core concepts you will be tested on during your certification exam
All of our Practice Exam Questions are designed to ensure that you have the required theoretical and practical knowledge, as well as the skills to pass the exams on Your First Try!!! They consist of questions, answers and detailed explanations of all the core concepts you will be tested on during your certification exam
I actually stopped reading there, because my question was answered: All practice exam questions also include detailed explanations. You have to read more of the FAQ to find out that, contradicting the above, not all exams have explanations to their questions and answers (but they still charge the full price, even if the exam does not include explanations)
Their advertising on the front page also reads:
- 100% Most Realistic Questions With Correct Answers and Explanations Pass Your Exams - Guaranteed!
-Jam-Packed, Practice Exam Questions and Answers with Explanations Written By Our Expert Senior Certified Staff!
-All Our Practice Exam Questions are Designed By Expert Senior Certified Staff! Staff Available 24/7 for Technical Support using our Live Chat service!
-Our testing questions and answers have the most accurate and precise explanations
Again, none of the above I could find to be true:
-Not 100% of their questions have the correct answers
-Hardly any questions included explanations
-Staff is not available 24/7
Report Attachments
5 Updates & Rebuttals
Lars
United States of AmericaThe truth
#2Author of original report
Sun, January 10, 2010
Dear Gary,
1st of all, if I'm really a competitor who is out to destroy your name, why would I have made above posts that the matter was resolved? I was ready to let this go, but since you are saying that I'm lying, I have to answer it again:
1. You claim that you answer all emails within 24 hours:
My first request was send Saturday, November 14, 2009 4:15pm. The answer came Mon, Nov 16, 2009 at 7:30 PM. You do the math. I have never gotten an update on my issue unless I send an email first. That is not excellent service. With excellent service I would expect that I get updated without asking again and again.
2. Yes, initially the live chat was there. But no one ever answered it. The 2nd time I tried to use it, I could only leave a message. (BTW your website says the live chat is available 24 hours. So 'at least 20 hours' doesn't cover that promise)
3. It's not as clearly as you say it is.
- On the front page you advertise : 'Jam-Packed, Practice Exam Questions and Answers with Explanations Written By Our Expert Senior Certified Staff!'
- On the product page ( http://www.pass-guaranteed.com/225-030.htm ) you state the product includes Questions & Answers. Based on the information on the frontpage, I assumed the explanations for the answers are included. You also promise
-Practice Test Questions accompanied by exhibits
-Drag and Drop questions
- Exhibits and graphical representations
The package I got had no exhibits, no drag and drop questions at all.
4. Everybody can say they have a good record. Can you proof it with customer references you can actually contact to verify your claims?
5. Regarding the incorrect answers and questions: Here is the response that I got (over a month after my initial request):
"Hi Lars,
We finally have noticed the problem. It seems that there is a bug with the testing engine. If you look at the pdf file, you will see the correct answer in the examples you have listed. There seems to be a random bug in the testing engine that shuffles the answers. Sometimes it lists the correct answer and sometimes is does not. For some reason it is only with this practice exam and we could not figure out how you came to your conclusions until we tested this over and over again.
I am very sorry for the inconvience. We are in the process now of updating that testing engine and we figured out the issue (bug) with this particular exam. This is our first complaint on this because 99% of our customer's prefer the pdf file because they can print out the exam.
I will be processing a refund for the inconvience. The testing engine will get fixed within 24 hours time."
We finally have noticed the problem. It seems that there is a bug with the testing engine. If you look at the pdf file, you will see the correct answer in the examples you have listed. There seems to be a random bug in the testing engine that shuffles the answers. Sometimes it lists the correct answer and sometimes is does not. For some reason it is only with this practice exam and we could not figure out how you came to your conclusions until we tested this over and over again.
I am very sorry for the inconvience. We are in the process now of updating that testing engine and we figured out the issue (bug) with this particular exam. This is our first complaint on this because 99% of our customer's prefer the pdf file because they can print out the exam.
I will be processing a refund for the inconvience. The testing engine will get fixed within 24 hours time."
So, it was a bug in the software the caused this. The result was the same: Wrong questions and answers.
Also, I can't really find any reviews on your website except the on on top of the page by some 'IT Graduate'
Based on above information, I'm sure you can talk to you support guys and figure out my contact details. I'll provide you with the complete correspondence in this case.
Maybe you should have done that before you called me a liar. Nice customer service... again.
Lars
Owner Of Company
Wimbledon,Other,
United Kingdom
These Are False Claims!
#3REBUTTAL Owner of company
Sat, January 09, 2010
Dear Lars,
I am the president of Pass-Guaranteed. You have made many statements Lars that are very untrue.
1) You state we do not get back within 24 hours.
- I welcome any customer to email us and see if we get back in 24 hours. We always reply to all emails within 24 hours, 365 days a year!"
2) You state live chat has been removed.
- "Live Chat has never been removed. We have live chat on the website at least 20 hours out of a full day. We also have two contact numbers in which you can reach us. One number is Toll Free for North America and another number in the United Kingdom. Once again, I welcome any customer to call these numbers and we will be happy to speak with you.
3) In order to fully describe each product and its contents, we clearly state the full product details for each product on our product pages such as Questions and Answers, Questions and Answers with Explanations, Online Tutorials, and Study guides. This is clearly visible on our product pages.
4) After 7 years of successful business online providing IT Exam Training Materials, we have a next to perfect success rate with our products and rarely do our customer's fail the exam using our products. According to our money back guarantee, you have to provide your failed transcript in order to receive your refund. We must manually verify your transcript to see if you have actually failed the exam.
5) You have stated incorrect questions and answers.
- "That is false because we have so many customers that use our products and get testimonials on our products everyday. You can check our website for reviews for each of our products."
Once again, I suspect a competitor trying to destroy our name in the industry. I welcome any customer to look at our demo's and view the quality of our products. I also welcome any customer to contact us anytime to see how fast we respond to your emails, live chat service and answer your calls.
6) Regarding our products and authors, we have the most knowledgeable I.T Certified staff in the industry. View our demo's for FREE and see for yourself.
This is a completely false accusation.
Regards
Gary. M
Owner Of Company
Wimbledon,Other,
United Kingdom
These Are Very Untrue Claims!
#4REBUTTAL Owner of company
Sat, January 09, 2010
Dear Lars,
I am the president of Pass-Guaranteed. You have made many statements Lars that
are very untrue.
1) You state we do not get back
within 24 hours.
- I welcome any customer to email
us and see if we get back in 24 hours. We always reply to all emails within 24
hours, 365 days a year!"
2) You state live chat has been
removed.
- "Live Chat has never been
removed. We have live chat on the website at least 20 hours out of a full day.
We also have two contact numbers in which you can reach us. One number is Toll
Free for North America and another number in the United Kingdom. Once again, I
welcome any customer to call these numbers and we will be happy to speak with
you.
3) In order to fully describe each product and its contents, we clearly state
the full product details for each product on our product pages such as
Questions and Answers, Questions and Answers with Explanations, Online
Tutorials, and Study guides. This is clearly visible on our product pages.
4) After 7 years of successful business online providing IT Exam Training
Materials, we have a next to perfect success rate with our products and rarely
do our customer's fail the exam using our products. According to our money back
guarantee, you have to provide your failed transcript in order to receive your
refund. We must manually verify your transcript to see if you have actually
failed the exam.
5) You have stated incorrect questions and answers.
- "That is false because we have so many customers that use our products
and get testimonials on our products everyday. You can check our website for
reviews for each of our products."
Once again, I suspect a competitor trying to destroy our name in the industry.
I welcome any customer to look at our demo's and view the quality of our
products. I also welcome any customer to contact us anytime to see how fast we
respond to your emails, live chat service and answer your calls.
6) Regarding our products and authors, we have the most knowledgeable I.T
Certified staff in the industry. View our demo's for FREE and see for yourself.
This is a completely false accusation.
Regards
Gary. M
-->
Dear Lars,
I am the president of Pass-Guaranteed. You have made many statements Lars that
are very untrue.
1) You state we do not get back
within 24 hours.
- I welcome any customer to email
us and see if we get back in 24 hours. We always reply to all emails within 24
hours, 365 days a year!"
2) You state live chat has been
removed.
- "Live Chat has never been
removed. We have live chat on the website at least 20 hours out of a full day.
We also have two contact numbers in which you can reach us. One number is Toll
Free for North America and another number in the United Kingdom. Once again, I
welcome any customer to call these numbers and we will be happy to speak with
you.
3) In order to fully describe each product and its contents, we clearly state
the full product details for each product on our product pages such as
Questions and Answers, Questions and Answers with Explanations, Online
Tutorials, and Study guides. This is clearly visible on our product pages.
4) After 7 years of successful business online providing IT Exam Training
Materials, we have a next to perfect success rate with our products and rarely
do our customer's fail the exam using our products. According to our money back
guarantee, you have to provide your failed transcript in order to receive your
refund. We must manually verify your transcript to see if you have actually
failed the exam.
5) You have stated incorrect questions and answers.
- "That is false because we have so many customers that use our products
and get testimonials on our products everyday. You can check our website for
reviews for each of our products."
Once again, I suspect a competitor trying to destroy our name in the industry.
I welcome any customer to look at our demo's and view the quality of our
products. I also welcome any customer to contact us anytime to see how fast we
respond to your emails, live chat service and answer your calls.
6) Regarding our products and authors, we have the most knowledgeable I.T
Certified staff in the industry. View our demo's for FREE and see for yourself.
This is a completely false accusation.
Regards
Gary. M
Lars
United States of AmericaI got a refund
#5Author of original report
Sat, December 19, 2009
I just got another email that they processed my refund (At the same time I got another email from paypal confirming this). They apologized that this took so long and offered me a free practice exam of my choice on top of this.
I'll have to look at the exam again and see if the quality is better now. I'm happy with the resolution.
The only thing is now that I wish customer service would have updated me pro actively and letting me know what is happening instead me asking for updated all the time.
Lars
United States of AmericaFinaly got an answer
#6Author of original report
Thu, December 17, 2009
After 4 weeks I now got an email that they found a bug in the software and they are now refunding the purchase price.
I will post another update once I actually got the money.
