ComplaintsforBrainPOP LLC

• Initial Complaint

  09/18/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hello,Since our first day of SY ***** (August 28, 2023), many of our teachers cannot access *********************** *** I have sent numerous emails to the BrainPOP customer service team, called Support, Sales, and Billing many times, left messages to multiple people, none of them called me back. I talked to several people in the customer service team, they didn't even listen to the issues; they gave me irrelevant responses. Today I called them again, but still no luck to get things straight. When we purchased our licenses, we were not told that we would purchase the licenses but would not be able to access the service. So this is a breach of agreement.

  Business response

  10/06/2023

  Dear ******************,

  
  We apologize for the delay in resolving your access issues and understand the frustration you've experienced.

  
  Wed like to take this opportunity to provide additional context regarding our efforts to address your concerns. A ticket was submitted on September 14, 2023, notifying us that teachers were unable to access BrainPOP through their assigned single sign-on. That same day our Implementation agent reviewed the setup and identified the issue to be that your previous  SSO IDs were blocking users from being pulled into the rosters. 

  
  You called our support team the next day, September 15, 2023, and urged for clarification and a resolution, which our Implementation agent explained would require our engineering team to review the IDs and setup.  

  
  Over the two weeks during this issue, you and your team received follow-*** from our Support team and Director of ******************* including regular phone calls. To help expedite the issue and ensure users were linked properly, we asked for a few user names to confirm the data was being pulled, but that was not provided.

  
  Our most recent contact with you was on September 21st, when we informed you that all schools were provisioned and that if you had any additional questions or concerns, to please reach out to us. Unfortunately, we did not receive any response from you.
  We want to emphasize that your satisfaction is important to us. As a gesture of goodwill, we'd like to offer you a 3-week extension to your account to make up for the missed time.
  
  

  
  

  Customer response

  10/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  According to the response from the Business, it sounds as if they did everything possible in timely manner.

  This is not correct at all.

  Most of the customer service agents even didn't listen to me; they ignored the emails and phone calls; even one of them hang up the call on me. So the customer service  was not satisfactory at all. During the sales process this was not what we promised. So I would say it is a breach of contract giving such a poor customer support.

   

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *****************************
  
  
  
  
   
  

  Business response

  10/17/2023

  Dear ******************,

  Again, we sincerely apologize for the delay and understand your frustration. We want to emphasize that you are a valued partner, and your satisfaction is important to us. Please know that we have implemented parameters to prevent such delays in the future. Our team will work on processing your 2-month extension to make up for the missed time.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩