Many thanks for your feedback, we really do appreciate you taking the time to let us know what you think of our product and services. This will ensure our product continues to improve over time.
In your feedback you note that you waited 3-4 days for a tutor response. Your query was posted on Thursday morning, which was responded to on Monday morning (within our 2 working day response target). In your message you mentioned you were experiencing difficulty with a particular section. When the tutor responded to ask for specifics, you never replied – that was 13 days ago. So without your input the tutor was not able to help.
You posted examples of errors on the student forum yesterday. The tutor has already corrected the minor errata, demonstrating how effective our dynamic content system is.
To help put this into context, we have 30 IGCSE & A-Level Online courses with approx. 15,000 pages of learning materials. As dynamic courses evolve on a daily basis it is inevitable that there will be a few errata over time, what we think is important is that these are fixed quickly when found. Students are not always correct when they think they have found an error, which is why every errata notification is processed by our product and tutor teams to ensure content accuracy.
We are sorry to hear that you thought the 2 working day response was unacceptable and that you felt unable to move on. Most of our student queries are responded to within 24 hours, but as I'm sure you can appreciate some do require the maximum response time of 2 working days.
I again would like to thank you for your feedback, as it helps ensure our product is the best it can be, and also allows other students to see the improvement process in action.
Kindest regards
Student Services
