What is the policy on handling customer complaints?

Emma Case -

We are committed to providing a high-quality service to everyone we deal with.

We will treat all complaints seriously, whether they are made by our help desk, letter or email. The complaint will be treated with confidence following all local laws regarding Data Protection. We will acknowledge receipt of a complaint by email within 1 working day with a full reply within 5 working days.

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22 Comments

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    Victorita Cocu

    Hi there ,i received an email as if i join a year plan i will pay 50% off , i try to update my subscribe ad using the coupon number and it says that upon nor don't exist. , very annoying to be honest i don't like at all MHD as i used to , is not a good change btw with new image web site , I'm going to reconsider my options to stay with you guys or not. Im not happy at all.

    Regards,

    Victoria Crebbin

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    Victorita Cocu

    Coupon code does not apply to selected billing period

    this is what I've got when i try to update.

    thx for your time

    Regards

    Victorita Crebbin

     

     

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    Emma Case

    Hi Victoria

    I’m sorry that you have had problems using the coupon code. However, the 50% upgrade code is only available for monthly members to upgrade to an annual subscription. Please can you ensure that the annual plan is ticked when you reach the billing page to ensure the coupon is applied. 

    I have noted your earlier comments and informed the design and development team. Your feedback is very important to us and helps us to improve the website with future updates, and I thank you for taking the time to share your thoughts.

    If there is anything else I can assist you with, please feel free to get back in touch.

    Kind Regards

    Emma Case

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    Victorita Cocu

    Emma, i am a monthly member, doesn't work however i would like to upgrade to an annual plan and pay 50%. Do i have any chance for that?

    regards Victoria

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    Victorita Cocu

    Emma, my dear i hope i manage to update and get this great offer 50%, by any chance can you please check if i did the right thing?

    Regards Victoria

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    Emma Case

    Hi Victoria,

    I've taken a look for you and the coupon has worked successfully.

    Enjoy the site!

    Kind Regards

    Emma Case

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    ravishing91

    I am also  a monthly subscription and also recieved a disount that I would like to use for the annual memebership..it also said "Coupon code does not apply to selected billing period" it expiress tomorrow and it won't let me register. Thanks

    Edited by ravishing91
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    ravishing91

    I did what you said in the earlier post and I got register. Thanks

     

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    Emma Case

    Hi ravishing91,

    I am glad to hear you was able to get the coupon code working for yourself. 

    If there is anything I can assist you with further, please do let me know.

    Kind Regards

    Emma Case

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    Yulia

    Hallo, I recieved a letter that I had paid 1 year subscribtion, i payed 180usd. Before I used 7 year free subscribtion. Taking into account that I didn't want to buy a year subscribtion and I hadn't recieved any information letters about your intention before, I would like to take money back and close my subscribtion or to buy it only duaring one month.

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    Emma Case

    Hi Yulia,

    I am sorry to hear you are leaving us. I can see that when you signed up for your 7 day free trial you choose the yearly membership option as your plan, once your free trial had ended. During the sign up process we do let you know that you can cancel at anytime during your 7 day free trial. As you are still within your 14 day cancellation period, I have cancelled your annual membership and issued your refund.

    Kind Regards

    Emma Case 

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    Cuttinghairisfun

    Hello, I subscribed so that I can watch the videos but everytime I click on the play button all it plays is an intro with music showing the brand. There is a button where it says play preview and a big green button to play the actual training video...it just plays a clip where you see the ad. no video. Can you please help?

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    Emma Case

    Hi Cuttinghairisfun,

    After the ad has played the full video will start. There may be a few seconds delay between the ad and the video playing but this is nothing to be concerned about and is simply our video player loading the video.

    Kind Regards

    MHD

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    waddestudio

    Like,Training Tutorials-very comprehensible adoptable at any level of learning, learning Hairstyling as a hobbie at MHD is attainable with results.

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    Princess

    Greeting,

     I can't find a way to cancel my subscription, even after following the direction given for this action.There is no listing to cancel my subscription on the billing page.

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    Emma Case

    Hi Princess

    One of your support agents will be in touch shortly to assist you.

    Kind Regards

    MHD 

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    Ivan Huang

    Hi

    I have been searching for new tutorials update since aug 2016.

    However I have not seen any new tutorials being release. 

    Is there something wrong with my membership?

    or there is no new tutorials being publish yet?

     

    thank you 

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    Emma Case

    Dear Ivan,

    We are not currently publishing any new tutorials however over the next year we will be producing new content for our users.

    Kind Regards

    Emma Case

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    Andrea Day

    I am not renewing and would like to express why, I was very unhappy for the last year there seemed to be little to no new Content, the year prior it seemed each month there was new tutorials each month, last year nothing, it's very out dated and too expensive for nothing new being added very dissatisfied...

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    Emma Case

    Dear Andrea,

    Thank you for feedback. We are sorry to hear you are leaving us. We understand how you feel about our new release schedule. We currently have over 400 videos online offering almost 300 hours of hairdressing training, which represents the largest library of dedicated independent hairdressing training videos available on the web – and at a lower price than any of our competitors. We have reduced our video production in 2016 to improve the website’s functionality and stability, which we would have been unable to do with the cost and workload of our previous weekly schedule – a feat unmatched by any other online hairdressing resource. I would like to assure you that we will be producing new videos in 2017 and we are currently in discussion with many respected big name artists to produce new seasonal trends and inspiring collections. 

    The hairdressing industry covers a very broad spectrum of techniques and specialties and we endeavor to bring the best education to all our members across the entire range of skill levels and interests, and we appreciate your patience as we continue to build our library and maintain our position as the number one online hairdressing training resource.

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    Mercedes Juana

    I just subscribed and I the video is not uploading. I opened in different browsers and still nothing. Thanks

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    Emma Case

    Dear Mercedes,

    One of our support agents will be in touch shortly to assist you.

     

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