can i reasonably request a refund from website providing substandard content/service?

gordon_retundo

I signed up to a website that provides online test practice, ie maths tests to improve for jobs etc
I signed up for a one month special offer at half price and didn't realise that after the first month they would charge me full subscription, which they promptly did.

my issue is that the content was WRONG.
by this i mean there were maths questions in the first and only test I did that had the wrong multiple choice options or wrong answers.
out of 20 questions, 3 were wrong
an example of 'wrong' is they asked a maths question and had 4 options, none of which were the right answer. I knew it was a typo as i could tell what they were trying to do, but with so many wrong answers it didn't instill confidence in their service. in fact I felt unable to use it, as I didn't want to follow their advice knowing full well that they it was littered with basic errors.

I asked the company for a refund of the 2nd month's subscription but they have refused. Where do I stand with my rights? As far as I see it, they have provided a service that is not fit for purpose so they are in breach of some consumer laws. I'm not sure which so just wanted some advice before I contact them again. thanks

Meepster

What's the website?

pinkshoes

Write them a letter, send it recorded delivery, and give them notification to cancel your subscription.

Then go on to say that you would also like a refund of this month's subscription due to their content being incorrect. Enclose a print out of examples where they are wrong.

Tell them that if they don't refund you, you will be contacting Trading Standards to complain about their sub-standard service they are offering.

cleo1299

If you can show there's a significant occurrence of errors you should be able to insist on a refund.

gordon_retundo

it is how2become, a website that tries to get people into various different industries (eg specially tailored programs for cops to chefs)

the very first question I came across was something along the lines of:
what is five thousand eight hundred and seventy three in figures
and the options were
9783
9873
9978
9378

so the correct answer is not available. according to the answers at the end of the test it was 9873
2 more errors found in first test/answers

cleo1299

gordon_retundo wrote: »

I asked the company for a refund of the 2nd month's subscription but they have refused. Where do I stand with my rights? As far as I see it, they have provided a service that is not fit for purpose so they are in breach of some consumer laws. I'm not sure which so just wanted some advice before I contact them again. thanks

Not fit for purpose under the Sale of Goods Act. See the Consumer Direct website at http://www.consumerdirect.gov.uk/after_you_buy/know-your-rights/SGAknowyourrights/

The onus is on them to prove otherwise during the first six months. You should be able to get a full refund.

woody01

gordon_retundo wrote: »

it is how2become, a website that tries to get people into various different industries (eg specially tailored programs for cops to chefs)

the very first question I came across was something along the lines of:
what is five thousand eight hundred and seventy three in figures
and the options were
9783
9873
9978
9378

so the correct answer is not available. according to the answers at the end of the test it was 9873
2 more errors found in first test/answers

So i take in not many Astro-physicists are created from this website then.

gordon_retundo

i'd be surprised if they significantly helped anyone in their cause. I bought their complete package and found it to be laughable - very little useful information amongst the waffle. shockingly, the founder of the company is an ex-member of the service I'm applying to. I'd hate to think what the quality of their material for an unrelated job would be (eg RAF)

thanks for all the answers - will right a letter tonight requesting a full refund of both month's fees.
also slightly annoyed that the half price halfed the original price inc VAT and added vat on top - a bit sneaky!

cleo1299

gordon_retundo wrote: »

also slightly annoyed that the half price halfed the original price inc VAT and added vat on top - a bit sneaky!

Trading Standards might be interested in that practice. If you go here http://www.tradingstandards.gov.uk/ and put in your postcode it will give you the address of your local TS. Try to get through to the actual TS if you can, rather than being deflected to the customer-facing Consumer Direct telephone number.

Also, since these guys are effectively charging you more than the statutory VAT rate, H.M. Customs and Excise might be interested in knowing why.

VAT enquiry line 0845 010 9000.

Tozer

cleo1299 wrote: »

Not fit for purpose under the Sale of Goods Act. See the Consumer Direct website at http://www.consumerdirect.gov.uk/after_you_buy/know-your-rights/SGAknowyourrights/

The onus is on them to prove otherwise during the first six months. You should be able to get a full refund.

As I understand it, it is not goods being provided by a service. OP should therefore claim under Supply of Goods and Services Act.

PlutoinCapricorn

If you Google them, Yahoo answers has people who say that you can get all the information elsewhere, and it costs nothing.

They mention professional bodies who can advise about entrance to the various services, learn direct, career advisors and other useful organisations.

The website does look quite impressive, but it is always best to check everything before signing up to anything.