ComplaintsforCentre for Distance Education

• Initial Complaint

  22/12/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I enrolled in this course in July of 2021. Prior to starting the course I asked to be sent the book/materials list so I could review and purchase books. I was told by the school they do not send the book list to students. This was concerning to me as it meant I would be paying for texts and materials without knowing what they are before receiving. After speaking to several people at the schools administration, I was reassured that this was standard policy for distance education programs and that I had to purchase the books from the school. I was assured that I would have the most up to date editions of books and at the best price. Upon receiving the books, I found I was made to purchase old books that are not current to the software I am working off of. Even though newer current editions are available, and I could have purchased easily myself. I'm enrolled in graphic design and the software updates every year. I was sent books as old as 2012. I also costed out all the books and materials they sent me and found I was overcharged over $500. I have brought this issue to the school to try and resolve and they have said they will not do anything to reimburse this overcharged amount and insist the old books shouldn't be a big issue, even though I have stressed how it has negatively impacted me being able to follow the course instructions. I think a fair resolution is to reimburse me the overcharged amount, and I think it is imperative that they are more transparent with students. Had I know I would be paying for books from 2012 I would have never enrolled in this course. And even upon me asking for this information prior to starting the course - they wouldn't release any of that information to me. I feel very mislead and was given false information upon enrolling.

  Business response

  04/01/2022

  Thank you for forwarding the concerns of Ms. ******** *****  CDED endeavors to provide the most up to date versions of textbooks and software that the college is utilizing at the time of the students enrollment.  It was explained to this student that the books and software used aligns with the assignments created for her program.  In fact, it was explained in great detail.  In this industry, software versions change very often and unfortunately textbooks to complement newer software versions are not published at the same time.  I have reviewed Ms. ***** academic progress and she is excelling in her program and making excellent grades.  Her option, should she not be completely satisfied, is to withdraw from the course.  A refund will be issued to Canada Student Loan based on the prescribed calculations found in the Nova Scotia Tuition Refund Policy. 

  if there are any further questions please do not hesitate to contact me. 

  Customer response

  04/01/2022

   I am rejecting this response because:
  
  My main complaints are still being ignored. I do not wish to drop out of the course when I am already halfway through the course. And my progress and achievements thus far in the course are not grounds to say my complaint isn’t valid.
  The fact is I have proof that I was overcharged substantially for the books for this course, and newer current editions were available for me to purchase had I been allowed to source myself.

  This is not done to the advantage of the students. We should not be forced to pay for older editions of books because the school has ties with publishing houses or companies giving them books in bulk. The excuse I keep getting is that the  books are based on the curriculum, however the software we use to complete the curriculum renews each year. So I’m still not understanding why I was sent 2020 editions of ***** textbooks when I enrolled halfway through 2021, am working on 2021 software, and 2021 editions of the ***** textbooks were easily available. And on top of that to be substantially overcharged for these old edition books.
  

  My preferred resolution is to be reimbursed the overcharged amount for the books as I’ve calculated out. This is all I’ve asked for since day one and I believe it’s more than fair considering. 

  Business response

  05/01/2022

  Good Afternoon, 

  The information I provided in my previous response stands.  CDED has provided the materials and services required to facilitate the successful completion of the program and has adhered to our fee structure which is registered with the Nova Scotia Department of Labor and Advanced Education.  We sincerely hope that Ms. **** continues on her journey with us through to graduation. 

   

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