Problems with student support.

  • 1
  • Problem
  • Updated 8 years ago
  • Solved
Has anyone else had problems with student support? I have been a student at Stonebridge since 2009. And I have never had a complaint until now. First let me state that in this time I have completed 2 Diploma's both with Distinction and am working on the other 3 courses I purchased course by course.

Per Disclosure, I live in the USA, not the UK. Plus I am an mature student. The subject matter I am studying is not new to me

Stonebridge seems to fine with students unless they have some sort of problem, and then it seems Stonebriges looks upon the student AS the problem.

When i purchased an additional course recently, I payed the extra pounds to obtain a hard copy, but never received it. Several emails to Stonebridge went totally unanswered. So I decided to let it go until I actually started working on the course.

But just recently when finishing my Second Diploma (with a second "Distinction", my NCFE Certification never arrived. So I emailed Stonebridge again. This time they did respond, were very kind and said they would look into the issue, find out what happened and if necessary have another NCFE certificate sent out.

Then the student support person asked if she could do anything for me, so I mentioned again that I had never received the hard copy of the recently purchased course. I sent a copy of the invoice and the charge on my credit card for the course but forgot a few details I felt might be more helpful.

What I received in return was a message telling me that my email was deleted without being read! I was dumbfound to say the least!!! I still have this email in my possession.

Now I am terrified that Stonebridge will not now look into or deal with my missing NCFE certificate as that is my most pressing concern.

Before I enrolled at Stonebridge I had read a few horror stories about Stonebridge's lack of student support and about students even being expelled for trying to get problems solved. But since the overall reviews were good, I decided to purchase courses at Stonebridge anyway.

And I have enjoyed and am enjoying my courses, I do extra work on lessons for my own learning and as I stated above have completed 2 diplomas so far with "Distinctions". But I am very disapointed in Stonebridge's student support system and it is still beyond belief to me that a Stonebrige Employee would delete a student's email when they are trying to get a problem solved. Especially since the person asked if there was anything they could help me with!!!

At this point I figure I just will have to eat the 27 pounds (Close to $43 US dollars) for the hard copy of my recently purchased course, but again I am afraid I might never see the NCFE certificate due me, although I hope i am wrong. I guess I wait another 6 to 8 weeks and if I still do not receive my NCFE certification I am not sure what I should do next. Write to NCFE?

How can Stonebridge personnel be allowed to treat good students this way and delete messages without even reading them? I have never had such a problem with US schools.

If any of the Stonebridge Employee's monitoring this forum have any suggestions in this matter I certainly would be open to hearing them.
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Linda Eaton

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Posted 8 years ago

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Stonebridge Student Support Team, Official Rep

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Official Response
Hi Linda,

I've looked into your record and it looks like your hard copy course materials were sent yesterday. We are waiting for your NCFE certificate. As soon as we receive it, we will send it straight to you.

I am sincerely sorry you haven't received the high-quality student support that you expected and that we strive to deliver to our students. Our students' feedback is important to us and we appreciate you letting us know your frustrations. You are absolutely right that emails from students should never go unread. We, as a team, are investigating this matter further.

I do hope that your experience with us into the future is positive and that we exceed your expectations of service.

Kind regards,

Alison Jones
Student Relations