WordSmart response to complaints by David Kay
My name is David Kay. I am the principle stockholder, President, and founder of
WordSmart and would like to respond to your comments.
I would like to apologize for any problems or inconvenience that we may have caused for you and your family. However, I believe there are some common issues that many of you have complained about that should be clarified.
The first issue I would like to explain arises from our 30 day guarantee. This all-your-money-back-guarantee is there to allow ample time to review the product and develop a routine where your student is consistently using the product; recommended two to three 20 to 30 minute sessions per week. It is stated several times in our literature pack that comes with the software that you have 30 days to try the product. It is also stated in our presentation to you on the phone and your acknowledgment is recorded and saved for the life of our contract with you and your family. Often your student does not have time or want to use the product. In this case the student is missing out on the most powerful
test prep material available. But if you can not cajole, persuade or encourage them just
return it within 30 days and the full money-back-guarantee applies. However, even if you forget to call within the 30 day limit there is another guarantee backing up the first one that is also a full money-back-guarantee. If your student fails to increase his or her score by 200 points on the SAT and 4 points on the ACT only having used the product for 20 hours we will issue a full refund. We are the only company that offers two full money back guarantees. Beyond these guarantees and if your student still isn't using WordSmart, the best solution for 90% of students is to get a credit for your entire purchase and place it towards the WordSmart Pro online course. For a small monthly fee this takes the burden of scheduling, coaching and tutoring from the parent and assigns a professional prep tutor to your student. The cost is modest, you can try it for free for 30 days, and the guarantee is even better- 300 points on the SAT and 6 points on the ACT. *
The second issue I would like to tackle is continuity; additional WordSmart volumes of escalating difficulty are sent out monthly as part of the WordSmart course. WordSmart consists of 10 volumes labeled A-J. Volume A starts with the easiest words about average 4th grade level and the series ends with our 10th volume, Volume J which is Ph.D. level words. The SAT / ACT words span from volume C through F. while our guarantee is honored for 20 hours on any volume, in studying for the SAT or ACT it is optional to use more than one volume. Therefore, we send the next harder volume each month until we get a call to pause or stop. Most families like to have all volumes for their library and additional college entrance exams in the future i.e. GRE, LSAT, MCAT. This, again, is explained several times in our literature and in a recorded confirmation when your credit card number is first given. Any misunderstanding are easily cleared up by calling customer service and reviewing the recordings and your account information.
Regardless, we at WordSmart are always willing to accommodate our customers within our legal limits.
Thank you for the opportunity to clear up any misunderstandings you may have had with WordSmart.