Teacher Review For Raz-Kids

Great resource for students but awful customer service

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My Grades 2
My Subjects English Language Arts
My Rating 3
Learning Scores
Engagement 3
Pedagogy 2
Support 3
My Students Liked It Yes
My Students Learned Yes
I Would Recommend It No
Setup Time More than 15 minutes
Great for Homework
Great with ELL
Low literacy
Special needs
How I Use It
I use this product largely as a resource for parents and children to use at home. The children like to digitally read books and the read aloud segment is great for the children I teach who are just learning to speak English. Customer Service is very frustrating though.
My Take
I think the product is great but have experienced several frustrating customer service issues with this company. I find them very unhelpful when dealing with complaints and when trying to resolve technical issues. Resolving issues has taken up to 3/4 conversations and about 90 minutes of telephone and email time. I am particularly unhappy about their renewal process. I recently renewed and extended my membership with raz kids, having promised several parents they would have access to this resource. Upon renewal and extension from 1 classroom to 2, I found that despite having paid for this product I would be unable to use the extra classroom until the end of my previous years membership unless I was willing to pay extra. I find this attitude to customer service mystifying. Having paid for a product, to then be told despite having paid for it I would be unable to use it for 3 months is very frustrating. I think this company needs to improve its customer help and make sure that it doesn't alienate customers by being unwilling to work together to solve issues/problems that arise.