ComplaintsforWest Academic
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Complaint Details
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Initial Complaint
01/21/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
I purchased an E-book from West Academic for my course. I cannot use their e-reader app on any device but my laptop computer making the e-book not especially portable, or easy to use. Immediately after purchasing the book contacted West via email because the e-reader they use did not work without being connected to the internet and further was not compatible with any device but my laptop and my windows supported tablet. I received no response. I have since discovered that the e-reader feature that allows electronic highlighting and note-taking do not work on my tablet. I emailed the e-reader's tech support and followed the instructions, and these features only work on my laptop. This is not what **** promises in their e-book. This is a total bait and switch and I would have just ordered the print book in the first place had I known this was going to be a problem. I have attempted to contact **** via phone (was instructed to leave a message and never received a call back on 1/20/23). The only way to return an e-book is by phone. My semester has already started so I need to be able to read the e-book (which I cannot take notes or highlight) until a print copy comes in. I have now (1/21/23) ordered the print-on-demand version which will take 2-3 weeks to arrive. I emailed West to see if they can offer me an expedited copy given the circumstances but because I have not heard back from my first email a week ago I am not expecting any resolution of the problems I am experiencing.Initial Complaint
10/14/2021
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I have purchased 2 ebooks from West Academic since starting law school. I have experienced the following issues with both ebooks. Regularly I have been unable to access the full textbooks. Entire portions of the textbook become unavailable or inaccessible for periods of time spanning several hours. I have included an image from my personal computer which shows portions of the ebook being missing from the digital format. I am unable to use the electronic materials for the intended purposes, to read casebooks online. I am unable to adequately prepare for my coursework, do not have reliable access to relevant materials, and am not receiving the access and services that I paid for when purchasing this electronic casebook.
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Customer Complaints Summary
4 total complaints in the last 3 years.
1 complaints closed in the last 12 months.