Customer Support Refund Experience with edX Learning Platform
I blog about my experience with the support and eventual refund scenario with edX, the learning platform.
I am recent customer of edX platform. As i have blogged before, I am returning to academia this year, and looking to get into the habit of validating my learning efforts with certificates. I always had a habit of continuous for my main job as a freelance coding tutor. However, it was done on my own, without any certificates or validation related efforts.
Lately, I have felt the need to confirm and document my learning with certificates. Perhaps to show it to my classmates in university, or to impress upon the admission office when I pursue my Doctorate and similar educational scenarios.
Anyway, I decided to grab some courses, and pay to get my labs graded and collect related certificates. One such destination with good courses and certifications is edX.
The above certificates were part of a trifecta, and I had originally puchased the entire set of 3 courses.
However, I struggled to complete the 3rd course, as I got stuck with the 1st Lab. I posted multiple questions in the discussion forum, contacted support and tried to use reddit economics forums for answers. I did everything I could. I waited for many days as well.
Now, the only way to contact edX support is by raising a ticket. I have raised at least two tickets. The first ticket was also about some course discrepancy, and it was resolved.
However, I will note that edX support replies within 24 hours, however, the course designers require a minimum of 7 days to reply. And, even then, there is no guarantee that they will reply. For instance, the 1st ticket, the designers showed up within 2 days. However, for the 2nd ticket, the designers of the course never showed up.
So, I decided to get a refund.
The way to get refund is straightforward. Simply “Un Enroll” from the course (in the dashboard) and immediately, a refund would be initiated.
And, just this morning, I got the refund credited to my credit card. So, the refund process is straight forward.
Also, the support team understood my reasons for refund, and they accepted some of the feedback I provided in the email. So, overall, I am happy with the support, and I plan to buy even more courses and collect even more certificates from edX.
Yes, one of the courses, I was unable to complete. However, I did get a full refund. These things happen sometimes. All is well, that ends well.
I fully encourage other students to buy courses and certificates from edX.
