Damaging Policy of ITPro.TV / ACI Learning
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Just dropping notice to paying customers of unacceptable behavior of the ACI Learning / ITPro.TV way of doing business.
I pay the large up-front annual cost of a membership so that I can download episodes. I tried to download yesterday and it did not work. My web browser just stayed there with a circle that appears on the ITPro.TV website. The ITPro.TV system has a counter that limits how much you can download and how often you can download. This is counter is activated immediately upon clicking Download.
The counter does not verify that the ITPro.TV website properly handled the customer's request. The counter does not verify that the ITPro.TV system properly sent the data to the customer. The counter does not verify that the download completed. The counter just increases the counter. When I raised the issue with Kaylin from I guess their "customer service" department, she told me that I was out of luck, that it's my problem to deal with.
Here are her words verbatim: "It seems tat the downloads were not downloaded as per our recommendations so the downloads may have failed." She admits that the download failed but she won't re-instate my ability to download the episodes that I have paid to download.
cc: Don Pezet
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This is a pretty strong accusation their Michael. I'm not saying you're wrong, your experience is your experience. In your post, however, you have not mentioned any troubleshooting steps to rule out any potential blockers with your own systems. Have you tried clearing your web cache/cookies? Do you have any pending updates on your device? Have you tried a different web browser? If its the Android/iOS app, have you tried reinstalling the apps?
What proof of these so-called "unacceptable" behaviors do you have? I, personally, find it hard to believe that this issue hasn't been encountered before and discussed judging by how many customers ITPro TV has. I have been a customer on and off for the last 4 years and have never encountered this type of an issue before and their customer support team has always been good to help me in whatever problems I encounter with their platform. This is my experience.
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@Andrew-Despres I should have responded here 2 days ago. I've been in communication with Michael and resolved his concern. I understand his frustration and we encourage our users to share concerns with us. Thanks!
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That's great to hear @Angie. I'm glad it got resolved :)