The Learning Lab to allow postpone/refund fees [covid19]

Discussion forum was ineffective and not engaging. One of the teachers used Zoom for the second session, it was so much better. TLL always pride itself to be the leading learning centre, and charges at a premium, I am appalled at the E Learning platform that it has rolled out. Please hear our feedback, and provides the kids with an engaging and effective learning platform.

I am totally disgusted !!

Learning Lab being the largest tuition centre does not leave up to expectation during this period. The online class is VERY POOR QUALITY ! Not interactive. Parents have to take leave to sit in with the kids. Yet Learning Lab top management is not coming out to handle this situation professionally. Learn from the Chairman of the cruise ship grounded in Japan. He gave full refund to all his customers and their stay on the cruise ship during quarantine period is totally free! Come on show other tuition centre your leadership to please your very important pay master - the customers!

Horrible first experience!!

My request to roll over t fees was rejected by TLL, the response was very poor from TLL

TLL has to refund the balance of term fees. We have paid premier fees to a so called premier education provider. I have provided feedback that TLL cannot put undue pressure and utter inconvenience on full time working parents. And TLL cannot assume that all household has computers, internet access and printers. I have asked for mgt to give me call but has so far not heard from them. This is totally irresponsive, irresponsible, unenthical and evasive. TLL should bear the cost as in all other businesses and not transfer this cost to the end consumers that has pre paid for the term. I will consider lodging a complaint to CASE as next step if no amicable solution is provided by the mgt of TLL

The quality of lesson using the discussion forum is unbelievable coming from TLL that touts itself as the leading learning institution. It’s laughable.

360 doesn’t work and totally disaster. Is really put burden on parents who already needs to work full time and end up paying mremium and yet still need to spend a lot of time to sit through and guide kids for whole session and after that

It's ridiculous to leave parents with no option and take up an untried and untested e-learning for the level of fees they are charging. A 25% refund is not the solution, we shld be given an option for full refund and withdrawal.

While we understand the current pandemic situation due to COVID-19. However, I would like to express my disappointment over how you are responding to the crisis without a proper plan. My view are the followings: 1. While vast majority of the tuition centers have adapted to online teacher lead video conference method using zoom, skype etc, you have chosen the cheapest option by having a discussion forum based learning. This is not productive and kids are wasting time in the keyboard. 2. The amount of money we spent per term could easily afford you to purchase a better e learning platform than 360. While most of the tuition centers planned for business continuity model, we have failed. Market leading tuition center with zero BC planning. 3. While all the tuition centers are sticking with original timetable, you have forced us to sticked to yours only considering your convenient. Selfish move. 4. You call center must be having earful from parents and you are refusing to attend our calls. Large volume of call is coz of your approach to the pandemic and this is created by TLL 5. Its really shame that, you are asking teachers to find the solution for E learning. I'm suprised to hear some of your dedicated teachers ( I must salute the teachers here for going extra mile) to find their own way to teach their respective students. Some are even opted for free zoom account. 5. Lastly, if you can't come up with the BC plan, please go back to the board. As parents, we are happy to help you formulate a plan. What happened to the premium fee we have been paying for all these years? If you can't find a solution, halt all classes and work on it. Else, the management team must attend the crisis management or business continuity course!

Centre managers should have made effort to replace at least 2-3 lessons after this suspension period as kids at primary school age are unable to manage this online experience on their own. It is also ineffective as the kids are Not as engaged as before.

Zero customer service during Covid 19 suspension. 1 way communication. Inflexible online learning plans. I have posted my utterly negative experience on their fb page.

Refund should be made. The online platform is so inefficient.

Refund should be made. The online platform is so lousy.

Refund should be made. The online platform is so lousy.

I plan to ask MP for help next week! The most expensive tuition center in Sg with the worst attitude in this difficult time. They have no heart for education, only care about their profits. I called them from thurs to Fri and was put on hold forever. No choice I went down to their United square branch and asked to speak with someone from the management. They pushed a subject head to talk to me who has no say at all. Everything is “CANNOT!” Cannot refund, cannot push back the term by 1 month, cannot give replacement classes! Why other enrichment centers can but TLL cannot?

I spent half my weekend next to my 2 children as we stumbled over the hiccups and technical glitches to this distance based learning implemented by TLL. It wasn’t an easy feat for sure and some teachers held combined classes so they only had to do it once to replace the suspended classes this week. It is challenging to teach for remotely and to hold it for huge class for 12-15 students..... you can imagine how much attention each kid will receive. I see kids running away from their desk when zoom video function was on). TLL had also not supported the teachers with the corporate zoom account. One of my kids’ teacher forgot to check the clock and we were suddenly booted out of the meeting. A planned 2 hour teaching dragged on and everyone got restless and lost focus, even the adults. I know TLL is trying but to disrupt teaching but perhaps the teachers/centre should offer more time slots so parents can have an option. More class credits will be a huge bonus since parents are now doing half the job such as printing out worksheets, sitting next to the child to help in IT glitches, scanning in the worksheets and emailing to the teachers etc.

My spouse and I are not IT savvy and chinese educated, so we have to ask someone else to help my child with the elearning. It is troublesome and I still have to pay full attention to my children throughout the 4 hours at home. Usually, I will drop my child off at The Learning Lab for 4 hours and head off for work or personal activities as I know that he is in good hands with teacher guidance. However, now I have to pay such an exorbitant price and I still have to accompany him through the lesson for hours and make sure that he understands everything fully.

The mgmt is useless; CEO is hiding tgt with his ivory tower of mgmt staff leaving the poor front liners and Teachers to suffer the brunt. Hey wake up your profiteering minds, and think of your parents. No wonder so many staff left tll, go read their Glassdoor reviews and u will see why. Refund the fees!

Full agree that the discussion forum is totally ineffective and inefficient. I sat through the sessions with my girl. My class is English which i think verbal communications and interactions are part of the learnings. Discussion forum do not fulfil this. Timing wise, it is split into 3 sessions, which is mentally tiring. If discussion forum is the method chosen, 25% discount is not enough to the dramatic drop in the quality. My suggestion is to switch to video conferencing, and continue with the same way of engaging the students as face to face sessions. With this, I probably will accept 25% “discount”.