Wiley vs Kaplan; Insight Appreciated Here

[cfachamp101]

@Wiley_Elan_Guides

To those commenting on Wiley’s customer service — we dropped the ball last April/May in the transition from Elan support to Wiley. By June our new support team was live, and although we had some issues with supporting the Elan product (for example with the technology used to encrypt the streaming video files), the phones were being answered.

The phone number issue referenced was from the old Elan “answering service” model, in which customers left messages on a cloud-based voicemail system. For a period of a few weeks, those were not answered, and we apologize for that — it was not up to our standards and we saw in many comments how frustrating it was. In fact it was your comments that alerted us to the issue – but not in time to avoid the headaches caused to many callers.

Since June 2014 Wiley has had a team of reps in the United States (at our office in Sedona, Arizona) who provide live support weekdays from 9 am to 9 pm Eastern Time and Saturday 10 am to 8 pm Eastern Time. We also answer questions via live chat (there’s a link at the top of site) and via email. We are considering adding hours to help cover the many CFA candidates who live outside North American time zones.

So . . . we would like to know if anyone has had more recent issues. Again, we apologize for what happened last spring.

If you need recent experience comments, your website does not work. Your customer service rep takes at least 10 min to get online to respond question and never emails you information they provided…Your material is useful only if your website works.

It doesn’t work when you purchase the product.

It doesn’ work after you purchased the product.

The excuse is the same. We are checking with the engineer and he has not responded yet.

I can’t imagine how someone runs a business like this with Wiley’s brand. This sounded more like a 5-people operation start up built out of a small office in India…