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2024年3月11日

Dear Chris, We gave the school over 3 months as a free trial and made it very clear that the subscription would auto renew and then the school would be charged for a subscription. We even sent the school an email reminder 2 weeks before the invoice became due. The product was activated when your Deputy HT joined and created profiles for 3 users. We only provided this service because your colleague registered on our website and we make our cost and cancellation very clear when registering.

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2024年1月25日

As you say, you cancelled late. We made very clear what you were signing up for. You must have known when you registered that the school was scheduled to close, so why did you register and put us to the expense of providing a service that you knew you could not continue with. Surely, you must bear the responsibility for this. Why do you expect a small company to bear the cost for your decision?

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2024年1月19日

We contacted the Senior Leadership Team who instructed the member of staff to register. If we had received an out of office reply to our reminder we would have contacted the school. We sent the reminder 2 weeks before the end of term so the school had plenty of time to respond before closing for Christmas and the member of staff knew the renewal date when registering. We have offered to restart the full 12 months subscription when the member of staff returns to work.

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2024年1月16日 に更新

I'm sorry you feel this way, we did inform you in writing on 4 occasions of the cost and auto renewal and it was not hidden in the small print, it is front and centre on the join page of our website. We also made it very clear what our website does and if this wasn't fitting your needs you could have cancelled at any point in the first 3 months. If you can make links yourself, why did you sign up for a service to make links for you? Additionally, you say if reminders were actually sent, they went into spam. I don't understand , are you insinuating that we didn't send them, or that they went into spam? It can't be both. It is strange that you received our first email offering the service and also the confirmation email (we know you received this as you logged in using the login details provided in the email) and also many emails recently without issue, but you say the reminder email went into spam! This is not something we could possibly control. All our emails come from @bigclassroom.co.uk why would your system filter only this one?

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2024年1月15日

Of course you should always read what you are registering for, we don't hide anything in small print. The cost and auto renewal are in normal size text on a very simple registration form you completed. You had to click a button right next to this text stating you agreed and were authorised to register.

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2023年11月13日

Dear John,
So just to clarify, your school went to the trouble of taking out a subscription and then ignored it. You then received an invoice and you ignored that. You then ignored all our attempts to contact you to resolve the situation. As a last resort we instigated legal action. The court then sent you documents and you ignored them. These documents did not come from us, they came from HM Courts and Tribunals Service, but you still ignored them and all this is our fault and you take no responsibility for any of it.
Our business model does give value for money, but only if you use it, ignoring it will give you very bad value for money.

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2023年10月20日

Dear Matt,
We provided the service exactly as requested, your colleague even emailed us after she registered asking us to add 3 additional staff to the membership (you were one of these). This all costs money and we explained exactly what it would cost on the registration page right next to where she entered a promocode. I don't understand why you think it is ok to sign up for a service, never bother to use it and expect it to be free just because you say so and that the agreement that was made clearly up front should be disregarded, because you say so. After your colleague registered we confirmed the cost in an email. She replied to our email stating 'Can we change the email address of the subscription' so she clearly knew she was registering for a subscription. We then sent a reminder email just before the invoice became due and we have provided your school with a delivery receipt to prove we sent this. We are very happy with what we do for a living and feel our service is increasingly important, especially with current global affairs.

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2023年2月10日

Your review is simply not true and most bizarrely you emailed us the morning after you posted this review requesting an invoice so that you could make payment, which we received today. Why would you do that if your school did not register and how can we forge information by leaving it blank? You know your Assistant Head signed up and that is why you have paid for a service a senior member of your staff ordered. Not a cleaner, we have only ever emailed members of the Senior Leadership Team. Very unprofessional behaviour from a school business manager, either you are purposefully lying in the review above or you are paying for a service you claim is fraudulent.

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2023年3月3日

Dear Rhi,
I'm sorry i can't be more specific with my response, but you have not provided me with any details of your school to allow me to investigate further. It's 3 years since Mr P posted about us and neither he nor Watchdog have been in touch to get more information from us. Perhaps it's because we are doing nothing wrong and have been providing what we feel is a very important service for almost 8 years, with many customers who have remained with us for over 6 years. We still have many new schools joining us every week and welcoming the opportunity to try our service at no cost, the only thing we ask in return is to let us know if they do not want to continue, which means we don't have to keep providing a costly service for no reason. We are very up front about this and nobody is forced to join.

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2023年1月27日

Thank you for your review. We try to be as flexible as possible by providing a 3 month free trial and sending you a reminder 1 month before the end. We would hope that Covid would not have got in the way of that timescale as there were no lockdowns or school closures over the period of your trial. The trial is expensive for us to provide, which is why we put the onus on the school to cancel as we don't want people to register and then never even try it. Which is unfortunately what happened in your case.

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2023年1月25日

I am sorry you feel this way, however the cost and cancellation requirements were confirmed in writing on at least 4 occasions, including a reminder email just before the renewal. Free trials with auto renewal are commonplace and usually people set a reminder in their diary or phone. Even if you don't log in and use the service we are still providing the service and of course that costs money and that is why we put the onus on the school to cancel, as we don't want people to sign up unless they intend to take it seriously.

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2022年11月25日

Dear J Price, I'm sorry I can't reply more specifically to your review, but you have refused to give details of your account. We offer our service and make the terms very clear. Nobody has to sign up and we offer over 2 months to try it out with no obligation, all we ask is that you inform us if you don't want to continue. The £300 can provide good value if it is used. We have many customers that have been with us over 6 years and we have provided our service now for almost 8 years to thousands of schools.

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2022年11月15日

Dear Michelle, just to point out that the one member that signed up was your headteacher. Nowhere in our email does anything mention your local authority or even hint at it and the email came from @bigclassroom.co.uk. Your HT also registered a total of 10 members of your staff. You were given over 3 months to trial it and were then sent a reminder email titled 'Don't Forget', that also came from @bigclassroom.co.uk. I'm not sure why this would look like phishing when it comes from a company your HT has registered with. I don't think it is unreasonable for us now to expect you to abide by the T&C's you agreed to, as we have. Yes it is lawful for us to enforce the contract, but obviously don't take my advice, i suggest you seek legal advice asap.

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2023年2月23日

Dear Sharon, after reviewing your issue, it seems that you have stated that you were not aware this was a rolling contract. However, the school (St Columba's in Bolton, Lancashire) have paid for this for the last 4 years and during this period we have had communication with both the School Business Manager and the Headteacher. We have also sent reminder emails to the school's main email address every year before renewal. If you would like to expand on how this is a scam i would be happy to address your concerns. However, as far as i can tell the school were either aware of our subscription or have paid for 4 years accidentally. In what way is this a scam? We've been providing a service for 4 years that you've paid for without query and as soon as you've requested cancellation we have actioned it from the next renewal date, this is how subscriptions work.

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2022年10月12日

I think it is unfair to insinuate that we hid the cost and subscription details at the bottom of a long email. Granted the first email was lengthy as it explained the service we offered. However, you then visited our website and completed our registration where the cost was front and centre, you even added a promo code (which you managed to find from the first lengthy email). This promocode changed the text in the centre of the screen to explain what you were registering for. We then immediately sent you your login details. This short email also confirmed the cost and subscription details. Finally we then sent you a reminder email before the subscription renewed. In the 2nd paragraph of this fairly short email we reminded you that the subscription was about to renew if not cancelled within 14 days. We're not trying to make money out of busy teachers, we're trying to provide what we consider an important service and good value for money. However, this task is made impossible if somebody signs up and then doesn't bother to use it even once.

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2022年6月8日

We only send emails to the Senior Leadership of the school, if any of your staff had an email it must have been forwarded on to them by a member of your Senior Leadership Team. Your colleague filled in a 3 page registration form and was then sent an email confirming exactly what they registered for.

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2022年6月8日

So you signed up and then ignored emails from us??? We can't make you read our emails and 'Don't Forget ' seems like a very appropriate subject line.

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2022年1月31日 に更新

Dear Headteacher, I'm sorry I can't be more specific in my response, If you can give me more details I would be glad to give a more specific response. However, like all of our customers, it is made very clear when you register that if you don't cancel before the end of the 2 month free trial then you will be invoiced. We do this to deter people from registering and then not using the service. This is simply because it is expensive to provide the service and we only want people to join if they intend to take it seriously. You will have been informed 4 times in writing that you would be charged if you didn't cancel before the renewal date. This would have included a reminder 2 weeks before the renewal date.
In response: Only one reminder was sent (to the email address provided, we would be criticised if we sent it elsewhere and the option is provided on sign up to provide an additional email address for confirmation to be sent to), but the cost and cancellation information was provided on 3 other occasions, therefore 4 times in total (before registration, during registration and immediately after registration). We also informed the person who registered on 2 occasions (immediately after registration and again in the reminder) that if a PO was required it should be provided at this point. Of course we respond to our reviews, especially where we feel they are providing incorrect information. We don't believe our business practices are underhand. We are able to fully evidence that all the information is made very clear when registering and nobody is forced to register. Presumably they do so as they think the service will be of use to them.

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2022年1月26日 に更新

Dear MS, I think it is extremely unreasonable and disingenuous for you to claim this is a scam. You have paid for this service for 3 years without query and we have been providing the service for 3 years and now you expect us to refund you the money. Why have you continued to pay for a service you say you are not using? We have reminded you about the upcoming subscription every year and you have continued to pay and have full access to our service. Don't you think you should take responsibility for this?

Reply to the update: We have worked with over 12,000 schools over 6 years, these reviews make up a tiny percentage and many of these schools have been customers for many years. We have not done anything dishonest. You registered for our service, we provided it and then you paid for it for 3 years without query. How is this dishonest?

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2022年1月18日

Dear Jackie,
Thank you for your review, I'd just like to point out that you don't have to give loads of notice to cancel, you can cancel right up until the day of the renewal. We also send a reminder email 2 weeks before renewal to let you know you need to cancel in the next two weeks to avoid renewal.