Wingu Overpromises and Underdelivers

It has been a costly and disappointing exercise. We have been with Wingu since Jan 2021 and a lot of that time has been a hassle for me.

At 3k per month, the most I can say is that the teachers and live classrooms are fairly good.

The admin and resourcing are way under par. Assignments sit unmarked for 6 weeks plus, queries and emails sit unanswered, the learning platform is not great to navigate, it took us a month to figure out my son was not seeing some of his assignments (and we are quite computer literate and did the onboarding etc). As a parent, I have no line of sight of my child's progress unless I log in as my child and painstakingly check each assignment for each course. You get a dashboard with percentage progress but no benchmark as to how far along they should be. There are grammar and spelling mistakes in their formative materials too. We did get some marks for term 1 - at the end of the April holidays But the children have no way of knowing how they are doing for long periods of time during the term, due to the marking delays. Added to that I get the sense they have grown hugely and are under-resourced. I have seen similar in providers before, and don't take kindly to being continually fobbed off with "we are attending to that". Especially when I don't see changes.

I don't think I'm a fussy, overly demanding parent. I simply want some basic stuff and get mighty cranky after 3 months straight of problems that could have been resolved by answering my questions, giving the assistance requested upfront when I first asked.

There had been a few admin snafus from the start, accounts questions going unanswered for days etc, but you make allowance for a few of these.

But then things got worse. My first issue in Feb was my kid seemed to have a lot of extra time on his hands - after waiting 3 weeks for a reply I eventually had an admin call and not ask questions, but talk over me (she had already 'decided' what was wrong) and fob me off with another useless onboarding session that had us no further forward than before. I eventually discovered that he was not seeing a lot of his assignments as you need to really dig to find them. Some course schedules helped, others were vague etc. We spent a month playing catch-up which put me and my kid under a lot of unnecessary pressure.

Then we only had a week's notice for tests that fell at a bad time for me. Even with advance emails to Wingu we had no reply, no solution given for weeks - so yet another round of endless emails and requests - nearly a month and I lost count of the touchpoints I had to action.

I was assigned a customer service assistant who tried her best but she was as reliant on admin to respond as I was, so we both waited for a resolution. She eventually left Wingu and handed me back to the admin. Sigh!

Yesterday I finally got an email agreeing that my son could write terms 1s missed tests but saying "best stick to term dates in future" - which I would love to do but never had the test dates until a few days before the tests. How is anyone supposed to work like this?

By which point I was DONE! I don't believe a service I am paying good money for should be this hard to get.

It's great to have good facilitators but you need to pair this with sound admin, support and timeous assessments and feedback. I have been in QM for ETD for over 30 years and know the ropes. I was completely underwhelmed by the whole experience.