Hi there,
my story is quite long, so I'll try to tell it briefly, though I don't know if it's possible:
In September 2007 I bought IT course from a well-known company. The contract lasts 4 years and for that time the company provides support. It is called "programming path". During my studies I found that I'm not really happy with it because the quality of materials were not satisfying (poor printed copy, errors in the materials - I found 3). In addition they've included materials that basically are not essential or needed for programming. Some are the basics and I understand that are needed to level up different people or introduce to IT, but the others are professional certifications (such as MCDST) that have nothing to do with the programming. But those surely take a lot of time to learn.
So I was confused what to do. I even considered changing the learning path and inquired them about it. But then I thought that I could abandon my studies. So I sent them an email asking for a refund (I've paid the whole amount in advance - about £6k) - it was December 2008. They sent me a template reply saying that I'm outside of cancellation period, they cannot find a justifable reason etc. I sent them another letter (recorded delivery) stating that materials contained errors, were not updated (missing CD but they provided me with a solution to that) and that I hadn't received all the materials (each part is supplied after completion of the previous one). I waited one month for the reply but this not happend. Then I called them up asking about it. The lady told me that they received the letter but unfortunately it went missing. But I spoke to customer service supervisor who told me exactly the same things as in the previous email. I requested a formal reply and then waited another 2 weeks. Then I got email saying the same things. After that I called Consumer Direct. I was advised to send another letter based on their template (stating the Supply of Goods and Services act 1982 explicitly) so I did. I emphasized the errors and the irrevelance of some of the materials. The day after I got reply stating that the information I gave them about errors was passed to the manufacturer and that they no longer use those materials. The materials were fit for puropose and that my claims of compensation and refund were not justifiable. Next call to Consumer Direct. Next letter. I qouted explicitly parts of the the Supply of Goods and Services act giving references for implied terms about quality (freedom of minor defects and fitness for purpose) and requesting remedies (reprinting materials, providing satysfing solution for including irrelevant materials). I even quoted Microsoft's website to prove that the MCDST part is not essential or needed for computer programming. I waited for about 16 days then sent them another letter saying that's the final one before court action if they do not respond. Today (the 14th of March) I got a response that they cannot amend materials because they are not manufacturers, that the errors do not affect student's understanding of a subject (I passed the mock exam, but anyway I already had that knowledge before but I haven't raised that issue) the material "is deemed fit for purpose". They basically ignore my references to the Supply of Goods and Services act and Microsoft's website.
I don't know what to do now. Hope you can give me a constructive advice.
Sorry for the long post
my story is quite long, so I'll try to tell it briefly, though I don't know if it's possible:
In September 2007 I bought IT course from a well-known company. The contract lasts 4 years and for that time the company provides support. It is called "programming path". During my studies I found that I'm not really happy with it because the quality of materials were not satisfying (poor printed copy, errors in the materials - I found 3). In addition they've included materials that basically are not essential or needed for programming. Some are the basics and I understand that are needed to level up different people or introduce to IT, but the others are professional certifications (such as MCDST) that have nothing to do with the programming. But those surely take a lot of time to learn.
So I was confused what to do. I even considered changing the learning path and inquired them about it. But then I thought that I could abandon my studies. So I sent them an email asking for a refund (I've paid the whole amount in advance - about £6k) - it was December 2008. They sent me a template reply saying that I'm outside of cancellation period, they cannot find a justifable reason etc. I sent them another letter (recorded delivery) stating that materials contained errors, were not updated (missing CD but they provided me with a solution to that) and that I hadn't received all the materials (each part is supplied after completion of the previous one). I waited one month for the reply but this not happend. Then I called them up asking about it. The lady told me that they received the letter but unfortunately it went missing. But I spoke to customer service supervisor who told me exactly the same things as in the previous email. I requested a formal reply and then waited another 2 weeks. Then I got email saying the same things. After that I called Consumer Direct. I was advised to send another letter based on their template (stating the Supply of Goods and Services act 1982 explicitly) so I did. I emphasized the errors and the irrevelance of some of the materials. The day after I got reply stating that the information I gave them about errors was passed to the manufacturer and that they no longer use those materials. The materials were fit for puropose and that my claims of compensation and refund were not justifiable. Next call to Consumer Direct. Next letter. I qouted explicitly parts of the the Supply of Goods and Services act giving references for implied terms about quality (freedom of minor defects and fitness for purpose) and requesting remedies (reprinting materials, providing satysfing solution for including irrelevant materials). I even quoted Microsoft's website to prove that the MCDST part is not essential or needed for computer programming. I waited for about 16 days then sent them another letter saying that's the final one before court action if they do not respond. Today (the 14th of March) I got a response that they cannot amend materials because they are not manufacturers, that the errors do not affect student's understanding of a subject (I passed the mock exam, but anyway I already had that knowledge before but I haven't raised that issue) the material "is deemed fit for purpose". They basically ignore my references to the Supply of Goods and Services act and Microsoft's website.
I don't know what to do now. Hope you can give me a constructive advice.
Sorry for the long post
