Complaints

• Initial Complaint

  08/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The company collected money from me to take an on-line class; which has not taken place because of their websites ongoing technical issues.

  Business response

  08/25/2022

  To whom it *** concern, 
  
  The person issuing this complaint is unfortunately, extremely technically illiterate.  There is absolutely nothing wrong with our website that would preclude them from taking a class with us.  We have many individuals from around the world who are currently taking online classes with our school and no other student is reporting these issues, nor are we able to duplicate them.  
  
  We have gone out of our way on several occasions to write emails explaining the simple login process to this individual. It didn't seem to help.  Additionally, we called them over the phone and tried to walk them through the login process.  This also did not seem to help.  When all of our aforementioned efforts were not enough, we took the time to set up an appointment with them.  We spent close to an hour helping them to install a program that would allow us to remote view their screen and push the actual buttons ourselves.  In this instance, we were able to show them how to login and they were instantaneously connected to the class.  
  
  Most recently, they contacted us again stating:
  
  I can get to the web site but cannot log in. It goes to a white screen.
  
  Ive tried on another old windows device that works, but I prefer using my Mac since Im more familiar; and it worked on my Mac previously.
  
  I believe you will again need to get into my Mac to see what the problem is.
  
  Please respond w a dates and times you are available.
  
  *************************
  We responded with:
  
  Thank you for reaching back out.  Unfortunately, the issues you are describing are outside of the scope of our responsibilities as an Art School.  We provide curriculum but we do not provide IT services for our clients.  The help I gave you last time was a courtesy related to making sure you understood the login process.  
  
  I would suggest you find an IT person to help you with your current issues.  That being said, I did find this article that *** be of some assistance to you.
  
  https://www.imymac.com/mac-cleaner/*********-screen.html
  
  Good luck.  
  
  *************************
  
  As one can plainly see, they tried to access our site on a windows machine and it worked.  That means that there is nothing wrong with our website nor access to the courses that we are offering.  If you need us to send a copy of the actual emails, let us know and we will provide you with this information.  
  
  Their response to our last email was to write to the BBB.  
  
  Kind Regards, 
  
  Monart School of the Arts

*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. ↩