Coopersmith Experience

[shaas]

So i took a course with coopersmith recently.  The material itself wasnt so bad, but the terrible customer service has convinced me not to ever go back to them.  Ive sent multiple emails to them over the last month trying to find out about my transcript.  At first they just replied with dismissive and condescending notes that it would happen automatically but now they have simply stopped replying.   Be careful using this provider if you are on a deadline

I'm sorry to hear that you have not gotten a reply to your transcript inquiry. It's possible that your follow-up emails have not gotten through for whatever reason.

I am happy to make sure that your transcript gets to the school of your choice immediately. If you do not get a response from the email (though we really try to reply to requests right away), please feel free to PM me and I assure your that I will get your transcript sent within one day.'

PS: Thank you to everyone else for your support. It's always possible that one request slips through the cracks, but we would never ever ignore a request intentionally and it's extremely unlikely that we would not see multiple email requests from the same person. I am more than happy (anxious, in fact) to settle this problem as soon as I can find out what needs to be done.

---

Perhaps we have different expectations of baseline customer service.  I sent my emails to them more than two weeks apart asking "Is there a date when the transcripts will be sent out and will I receive any notification when it has been sent?"  The reply  I received didn't answer either question but just said " The transcripts will be sent out automatically".  So I figured they weren't going to give me any reply about dates and waited a few more weeks and sent another email asking if it had been sent out yet, but haven't received any replies.  I'm sure they are busy, but ignoring basic questions and then refusing to answer second inquiries doesn't seem professional to me.  I'm not sure why you believe my emails were "obnoxious".  At least in my mind sending an email to a business and asking "do we have a timeline for delivery" seems a rather straightforward question.

I am also distressed to read this and I really can't figure out why this is happening. Are you sending the transcript requests to transcripts@coopersmithcc.net? We do have one staffer on maternity who handles transcripts and perhaps they are being sent directly to her instead?

Please believe me that this is not the way we do business. We always try to respond within one day to requests. Sometimes students request transcripts before they take their exams or before they are graded and then we would respond that it would be sent after the exam is completed and graded. But if the exam has already been taken and graded, we should be able to respond to transcript requests the same day or the next business day, at worst. 

Again, please feel free to PM me if there is anything I can do to help or to expedite a transcript. The timeline for e-scripted transcripts is right away, though mailed transcripts can take a week to get there and be processed.

Please also note that we also have Parchment. Transcripts ordered through Parchment are always processed on the same or next business day.

https://www.parchment.com/u/registration...88/account

To reply to another point referenced above, thank you for the support, but our operations have not been negatively affected by the pandemic (thankfully).


PPS: I have combed my inbox and the "transcripts" inbox and I can't figure out what this is referring to. OP: If you could please give me the opportunity to fix this by responding to my PM or emailing me, it would be much appreciated.