The run around

This is stupid but it's driving me crazy.

We have a program, that we pay for, through Scholastic called Reading Counts (RC). The very basics are that Scholastic gives books a reading level and a point value. Kids take a 10 question multiple choice quiz on a computer over a book. If they pass, the get points. If they fail, they get nothing. Teachers can use this tool however they want. It's a K-12 program. There are some more ins and outs but this is the general gist.

Here at my school, our English teachers tell students they get extra credit for reading books and passing the quizzes. Our library does some incentives, too, which is awesome for the kids. (One milestone is 500 point- an off campus pizza party for the student, a staff member and a friend!)

To keep current on the quizzes, schools have two options: 1) subscribe to the Scholastic online service that automatically uploads the updates as available; or, 2) receive in a CD in the mail and manually load the quizzes into a school's local quiz bank.

Because of costs and our school's situation in our school system, we have the "CD in the mail" option. Since I started this job, we've not received any CD's.

I will say it was the middle of February before I figured this out. So I started making calls to some people here in our buildings to see if the CDs we delivered to somewhere else on campus; they would have the old librarian's name so I thought someone might have taken it upon themselves to deliver CD-ROMs to any of the IT departments. No. They also didn't go to our administrators nor were they sent back to the company- another thought I had since there was a name change in librarians.

I called Scholastic and left a voice mail with our rep. Four days later I've heard nothing so I try again. Still nothing that week.

I call Scholastic and get bounced to four different people before I get sent to Customer Service. The operator tells me we have the online service. I tell her we do not. She says it must be a mistake and says she'll send the discs out and I should receive them in 5-7 business days. Now, remember, I'm wanting the updates for January thru March.

On the 7th business day I get a message from a nameless rep at Scholastic that says we belong to the online service and to call their 800 number for help if I need it.

WE DO NOT BELONG TO THE ONLINE SERVICE!!!!!!!!!!!!!!!!!!!!!!!!

I call and actually get MY school's rep on the phone. I explain to her. She says the computer says.... you guessed it, we belong to the online service. I tell her okay fine and ask her to walk me through it. We start the process and Lo and behold I can't get online to the information because I don't have an online account.

After many clicks and being put on hold at her end, she comes back and tells me to start doing title searches of new books that were added to the online quiz bank in the last 3 months. She gives me about 10 titles and I have access to none of those quizzes.

Her answer is that she needs to "further investigate" to see what's wrong. She's supposed to call me back tomorrow.

I don't think she needs to investigate. Someone just needs to mail me the damn discs. As I told her, I have 2 years worth of CDs in a box so I have no idea what the damn problem is now.

Impressed I am not,
Maggie