Get My Grades Reviews 19

Reply from Get My Grades

Jun 26, 2020

Hello, thank you for your message, however, I feel like you have decided to exclude many facts from this review.
1) You have had 3 replies from us in the last 10 days - yes, it may not be as regular as we would have hoped right now due to the COVID lockdown, but I do not believe that having to wait more than 2-3 working days for a reply constitutes "non-existent customer service".
2) Our website is very clear, both at check out and in the terms and conditions that you agree to when you sign up, that our subscriptions renew on a monthly rolling basis. Your attention was also drawn to the auto-renew details in an email communication on the 8th April.
3) Your complaint is around that fact that, on the 16th June, you had forgotten to cancel your monthly subscription for a third time in order to re-sign up using our welcome discount code (getting you many months membership at just £1 per month). This is against our terms and conditions as we made you aware on the 8th April, when we allowed you to use the code once more as lockdown had begun and you wanted to trial again.
4) We agreed 4 days ago to refund the £9 subscription fee that had been taken once you had subscribed for a yearly subscription. 7 days ago I created an additional 10% coupon for you to use off of our yearly subscriptions, regardless of the fact that you have already flouted our rules with regards to discount codes.
We believe we have been beyond reasonable and very lenient in enforcing any of our terms and conditions to your account, and I'm sorry this has not been to your satisfaction on this occasion.
--------
--------
Edit to include a response to your edit of "Happy to forward email correspondence on this for everyone to see and then we can let you potential customers decide?"
- Please see our side of the email correspondence below. Due to GDPR I won't share your responses:
--------
Tue, 16 Jun 2020 at 10:21 PM:
Hi,

Thank you for your email. There is no way to remove the auto-renewal apart from to cancel your subscription.

I can see you have used the £1 code on several occasions now even though it is only intended as an introductory offer. It's quite clear on our site that subscriptions renew at £9. We will be unable to process the refund (as per our t&c's) - please let me know if you would like me to cancel down the subscription still?
​
Kind regards,
-------
Fri, 19 Jun 2020 at 11:11 AM:
Hi,

I have created code [CODE] for you to use at checkout which will take 10% off a yearly subscription.

Kind regards,

-------
Mon, 22 Jun 2020 at 10:40 AM:
Hi,

Once you have created a yearly subscription (in the next day or so) I would be more than happy to refund the last monthly payment taken (£9).
​
Kind regards,
------
Wed, 8 Apr 2020 at 10:35 AM:
Hi,

S has passed on your message so I may assist you. I'm sorry for the delay in replying we are experiencing a very high support volume at the moment.
​
I can see you purchased a subscription using the [CODE] discount code on 26th February and that you cancelled this on the same day (presumably so it wouldn't auto-renew, which is absolutely fine). This means your access would have ended on 26th March.

As such, I have authorised your account to be able to re-subscribe and use the [CODE] discount code again.

If you have any further questions please do let me know.

Kind regards,
-------

Hope this clears up what our responses were.

Reply from Get My Grades

Mar 20, 2020

Hi there,

I'm sorry that you didn't find the platform to be user friendly. We have built a lot of great features into the platform to give parents and students access to a wealth of resources - it can seem like a lot when you first start but we promise it's worth it to make sure your child can access everything they need!

You'll be happy to hear that we do now send a Quick-Start Guide video to parents as soon as they have signed up. I'm sorry if you signed up before we implemented this. We'd be happy to send it to you now if you could provide me with your contact details?

Was there something, in particular, you struggled with or couldn't locate on the platform? We'd be happy to assist you further if you contact our support team at support@getmygrades.co.uk

Reply from Get My Grades

Feb 5, 2020

Hello Alana, thanks for your feedback.
We have reviewed your son's assignment and we think there has been some confusion. He was not marked incorrect; rather, he was completing questions that require an element of self-assessment. He simply needs to tick the box to award himself the marks if his answer matches our mark scheme.
Let us explain why:
Unlike other platforms, we do not expect your child to rely solely on multiple-choice or automatically marked questions - because exam questions are much more difficult than that! Instead, we have a range of question types including complex maths calculations and questions requiring long written responses.
After each question, your child will be presented with an exam-style mark scheme and asked to self-assess based on a detailed student-friendly answer explanation. This way, your child will get used to the success criteria required in each exam and in each question type.
To help him, you can use your guardian account to track his progress, set him assignments, check his scores, adjust his marks if you disagree with his self-assessment, and leave comments about his work. You can even see when he last logged in and how much time he spent answering each question. This means that you can identify his strengths and weaknesses early on and guide him to revise the areas where he might be struggling.
We believe this approach is much more effective than automatic marking alone, which only tests very basic knowledge and information retrieval. We hope this helps and we'd be more than happy to give you a free month to try the platform again. With thanks from the Get My Grades team.