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E-GMAT is a money-grab with terrible customer support!- WARNING

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E-GMAT is a money-grab with terrible customer support!- WARNING  [#permalink]

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New post Updated on: 27 Aug 2018, 21:21
2
I've been dissatisfied with E-gmat for a while. Stopped using it after paying money for it because the website is terrible and the content is mediocre at best.

-egmat website constantly crashes(2~3 times a week).
-some of the interactive lessons have bugs in it. ex. when you finish a quiz. the page reloads multiple times without showing you the result. What good is a quiz if you can't review the result?
-narrator uses improper English. she maybe using Indian slang, but for someone who's teaching so called "The Best GMAT Verbal", it is unacceptable.
-60% of the explanation is "It makes sense" or "It doesn't make sense"
-there is no support when website crashes. they reply to your email days later and all you get is "oh it works now. bye"
-there's no personalized study plan, yet they falsely advertise that they have a personalized study plan. you picking your own material to study is NOT a personalized study plan.
-answer page is fragmented in thousand different format and all over the place. some are words only. some barely have any explanation. some are on youtube. some are interactive. some are on video stream. it's all over the place.
-I think most reviews for egmat is fake. if you read some of them, they have the exactly same wording or some format. most of the reviews are posted by a new user. like Yelp, gmatclub seems to actively manage user reviews, deleting so called "unverified" one-star reviews. I wonder if the same standard applies to good reviews.

I paid for the subscription, and it was sunk cost to me. Yeah so whatever. I didn't mind it.
I was using it without saying anything about it, trying to get the most value out of my subscription however much I can.


But yesterday, EGMAT CEO's stunt made me furious!
I'm in a group called "GMAT Avengers Study Group" on facebook. I reply to questions and comments there to keep up with the latest gmat news.
Anyway, some fake user solicited buyers for pirated egmat material.
There were quite a few users replying "Interested"

I thought that was funny, and commented "This is how people get scammed. lol"
That was my exact word.

A few hours later, I come to find out E-GMAT CEO Rajat Sadana had made a comment with my picture, personal information, workplace, facebook profile, linkedin profile, and etc, accusing me of stealing his material. He then went on to threaten to get me fired!
It's one thing to provide TERRIBLE SERVICE and TERRIBLE MATERIAL, but he went over the top, falsely accusing and threatening me!

I sent him a private message, but I never got a response. And I posted a comment explaining the situation and tagged him in the post.
This is the comment I got:

"my apologies for not having read your comment.. your were surely trying to help us out. It's just sad to see people ripping you off. I understand you faced an issue accessing the site on Aug 15th, which was subsequently resolved. Do reach out to us if you face any issues."

Since we're in gmat forum,
Let's breakdown his comment down GMAT style!

my apologies for not having read your comment.. - He's sorry that he didn't read my comment, but he doesn't acknowledge and apologize for all the other mistakes.
your were surely trying to help us out. - "surely" implies that my intention may have been to help, but to his eyes I'm a thief.
It's just sad to see people ripping you off. - blaming other people for his mistake. classy
I understand you faced an issue accessing the site on Aug 15th, which was subsequently resolved. Do reach out to us if you face any issues. - standard copy & paste customer service response. He didn't even try.

First of all, how arrogant is he to not apologize for his mistake? He doesn't even acknowledge what he had done. The proof is right here.
He went and found all my personal data, but he doesn't even have the courtesy to reach out and personally apologize.

"Surely" he meant to apologize. But for a CEO of supposed "the best verbal prep", I don't know which is worse intentionally exposing customer data and falsely accusing customer of stealing or failing to communicate apology.
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Originally posted by completing on 27 Aug 2018, 20:21.
Last edited by completing on 27 Aug 2018, 21:21, edited 3 times in total.
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Re: E-GMAT is a money-grab with terrible customer support!- WARNING  [#permalink]

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New post 27 Aug 2018, 20:49
2
I am sorry you got wronged. But why come out smearing dirt and accusing gmat club of deleting reviews. Every review is verified and we only allow verified reviews. Unverified reviews have not been accepted since 2015 or 2014 and even those have not been removed, but rather stored in a separate area accessible and transparent.

You are making the same wrong act that was committed on you - attacking someone who is innocent. You feel being a victim allows you to commit the same act on someone else? By your example, I should retaliate with something toxic. Acts like that make one an aggressor and remove any compassion from those reading your post.

Good luck to you.

Posted from my mobile device
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E-GMAT is a money-grab with terrible customer support!- WARNING  [#permalink]

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New post 27 Aug 2018, 21:04
bb wrote:
I am sorry you got wronged. But why come out smearing dirt and accusing gmat club of deleting reviews. Every review is verified and we only allow verified reviews. Unverified reviews have not been accepted since 2015 or 2014 and even those have not been removed, but rather stored in a separate area accessible and transparent.

You are making the same wrong act that was committed on you - attacking someone who is innocent. You feel being a victim allows you to commit the same act on someone else? By your example, I should retaliate with something toxic. Acts like that make you an aggressor and remove any compassion from those reading your post.

Good luck to you.

Posted from my mobile device


I'm sorry. You're right. The claim about gmatclub rating system was baseless and unsubstantiated.
I've edited that part on the original post.
I do apologize for my comment. Thank you for pointing that out.

I still think that egmat actively makes fake comments here recommending their course and falsely attributing success to egmat verbal course. Some of the posts had inconsistencies that, I remember, you pointed out. eg. new user who commented that she finished gmat and then months later posting a new one asking how to start studying for gmat.

I purchased egmat verbal course through gmatclub link, and I based my purchase decision on comments and recommendations from gmatclub.
While gmatclub isn't responsible for its users, I think you should be aware of the issues that users have with the gmatclub sponsors.
I assume gmatclub operates based on commissions from sponsors. Is that right?
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E-GMAT is a money-grab with terrible customer support!- WARNING  [#permalink]

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New post 28 Aug 2018, 00:26
completing wrote:
bb wrote:
I am sorry you got wronged. But why come out smearing dirt and accusing gmat club of deleting reviews. Every review is verified and we only allow verified reviews. Unverified reviews have not been accepted since 2015 or 2014 and even those have not been removed, but rather stored in a separate area accessible and transparent.

You are making the same wrong act that was committed on you - attacking someone who is innocent. You feel being a victim allows you to commit the same act on someone else? By your example, I should retaliate with something toxic. Acts like that make you an aggressor and remove any compassion from those reading your post.

Good luck to you.

Posted from my mobile device


I'm sorry. You're right. The claim about gmatclub rating system was baseless and unsubstantiated.
I've edited that part on the original post.
I do apologize for my comment. Thank you for pointing that out.

I still think that egmat actively makes fake comments here recommending their course and falsely attributing success to egmat verbal course. Some of the posts had inconsistencies that, I remember, you pointed out. eg. new user who commented that she finished gmat and then months later posting a new one asking how to start studying for gmat.

I purchased egmat verbal course through gmatclub link, and I based my purchase decision on comments and recommendations from gmatclub.
While gmatclub isn't responsible for its users, I think you should be aware of the issues that users have with the gmatclub sponsors.
I assume gmatclub operates based on commissions from sponsors. Is that right?



Hey that's not true. E-GMAT has been solely responsible for me getting a V44 in the GMAT(740) a few days ago. Before using it I was at V30. And it's not just me but a lot of other people who know that their content works. Why else would there be so much demand. Their content is brilliant and it's upto you how you utilize it. Just because you were not able to get value out of it doesn't mean it's bad. Don't trash an entire company just for a silly mistake for which the founder has already apologized. E-GMAT is the best verbal course in the market right now believe me.
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New post 28 Aug 2018, 05:53
ArunimaChoudhury wrote:

Hey that's not true. E-GMAT has been solely responsible for me getting a V44 in the GMAT(740) a few days ago. Before using it I was at V30. And it's not just me but a lot of other people who know that their content works. Why else would there be so much demand. Their content is brilliant and it's upto you how you utilize it. Just because you were not able to get value out of it doesn't mean it's bad. Don't trash an entire company just for a silly mistake for which the founder has already apologized. E-GMAT is the best verbal course in the market right now believe me.


The founder hasn't apologized.
Glad it worked for you, but this is my experience so far.

Some of the issues I've had with the egmat aren't isolated incidents such as website crashing.
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E-GMAT is a money-grab with terrible customer support!- WARNING  [#permalink]

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New post 28 Aug 2018, 22:25
completing

Dear Moon Kim,
First of all, my apologies (again) for
1. Not reading your post in the thread that contained 17 responses.
2. Including your publicly available information in the screenshot.
I should have read your comments on the post. Had I read that, I would have realized that unlike the other 16 individuals who had posted on the thread, you were not trying to purchase the pirated content

Your information in the screenshot
I want to let you know that the information that I posted was information that was publicly available through your Facebook profile, which any of the 20,000 members of GMAT Avengers could have gotten. All I had to do was google “Linkedin + your name + your city” to get it.
Now this does not undo the wrong on my part. Having said that, I recommend that you hide portions of your LinkedIn profile if you don’t want people to look you up through Google.

Your comments about our course and technology platform
You have mentioned your opinion about our course and our technology platform. While I may disagree with them, you are entitled to your opinion and I completely respect that. It is very possible that our course, our teaching methodology, and/ or our platform are not the best fit for you. This does happen with 4-5 (out of approximately 800) students every month and we happily refund their money.

This is why we provide a very exhaustive free trial as well as offer a refund policy within 7 days of your purchase.

I very strongly believe that you should use the course material that best suits your studying habits. Hence, I would be happy to refund the money you paid (even though it is way past the 7-day money back policy) so that you can invest in a more suitable resource. You may just write to our support team.

Your claims about e-GMAT reviews, Your course usage, and e-GMAT customer service

You have made three other claims about e-GMAT – reviews, course access and customer service. Those claims (rather accusations) are inconsistent with the facts I have. So, can you please substantiate those claims with data?

Claim 1 – Most e-GMAT reviews are fake.

You have made a very audacious claim:

Quote:
“I think most reviews for egmat is fake. if you read some of them, they have the exactly same wording or some format. most of the reviews are posted by a new user.”


Every review on GMAT Club goes through a very thorough validation process as outlined here. A good number of success stories posted on GMAT Club have some sort of validation as well in the form of an ESR.

While you are entitled to your opinion about our content and technology platform, a claim about reviews being false is a very serious accusation and needs to be appropriately backed up with data.

You have mentioned that most reviews are “fake”. Most is greater than 50%. Over the last 2 years, more than 400 reviews for e-GMAT have been posted on GMAT Club.

So, please point out 40 reviews (note: I am just asking you to find 10%, way less than your claim for > 50%) that in your opinion are fake. Note, for you to label a review as fake, you need to prove why you think the review is fake despite the validation that it has gone through.

Claim 2: I stopped using the course.

You have made this comment:
Quote:
“Stopped using it after paying money for it because the website is terrible and the content is mediocre at best.”


    You have spent ~50+ hours on the platform.
    In fact, even after writing this post, you continued your preparation using e-GMAT Verbal Online Course. We have data for course access on Aug 27. Currently, you are learning about idioms after completing all the previous modules including parallelism and modifiers.

Here is your course completion data:
1. Master Comprehension course: 100%
2. Your Study Plan course: 100%
3. Sentence Correction course: 87%
4. Critical Reasoning course: 2%
5. Reading Comprehension course: 34%

In addition, you have also attempted 93 questions on Scholaranium.

While I am glad that you are going through the course diligently, please do explain how this course usage ultimately translates to “stopped using the course after paying money for it”.

Claim 3: Your comment about our customer service being unresponsive

You have made this comment:
Quote:
“-there is no support when website crashes. they reply to your email days later and all you get is "oh it works now. bye"”


Here is the data about your email communication with us. (Note that timings are in Pacific Time Zone)

Email 1 – Underlying Issue - Website crash
=> Time of email sent by you: 8/15 – 12:08 a.m.
=> Time of response from e-GMAT: 8/15 - 1:30 a.m.
Email 2 – Underlying Issue – Browser refresh was needed.

=> Time of email sent by you: 8/15- 10:04 p.m.
=> Time of response from e-GMAT: 8/16 - 2:40 a.m.

Note, the first email was on Aug 15th – Independence Day in India (equivalent of July 4th in the USA), yet the issue was resolved in fewer than 90 minutes. The response time for the second email was less than 3 hours. In both cases, the issue was resolved.

In the light of these facts, please do explain your claim about
Quote:
e-GMAT support responding days days later
”. Furthermore, I would just like to add that both the emails started with the statement “Apologies for the inconvenience caused”.


completing - Moon Kim - you should study using the GMAT material that helps you achieve the highest possible score on the GMAT. Hence, do consider my offer to refund your purchase. At the same time – please substantiate the three claims that I have mentioned above with data. I will look forward to your response.

Regards,
Rajat Sadana
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New post 28 Aug 2018, 22:58
egmat

completing wrote:
I paid for the subscription, and it was sunk cost to me. Yeah so whatever. I didn't mind it.
I was using it without saying anything about it, trying to get the most value out of my subscription however much I can.



Again, you are exposing my usage data to public. You have no right to expose your customer's data!
Just because individual data is available by the piece doesn't mean you have the right to post them in public.

Is it okay for me to post the names of your daughters, where they go to school, your address, phone number, and etc?
Those are publicly available information, aren't they?

On the top of that, you accused me of stealing and threatened to inform my employers to get me fired!

If you really took the time to check my usage, you would've noticed that I stopped using a few weeks after the purchase and then started back up only recently. Aditee took time to analyze my ESR, and I decided to give egmat another shot.

I was optimistic about egmat until the facebook incident happened.

All I wanted was a genuine apology.
But you ignored my message, blamed it on others, and now just escalating the situation even more.

I figured you'd come back with another tacky response.
You could've spent 1/10th of the time to apologize sincerely.
You could've reached out to me before things got out of hand.

I am very disappointed that this is the level of customer service E-GMAT offers.
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