I submitted my enrollment information for Grand Canyon University's (GCU) Masters in Leadership program on November 28, 2009. I attended the school approximately two years before, but withdrew to take a break. Since I am now ready to start again, I was expecting the same quality service I received the first time around. Boy, was I wrong!
Since I hadn't heard anything from GCU, I called on December 16, 2009 to find out my enrollment status. The operator who answered asked what I needed, I let him know I hadn't heard anything about my enrollment and it had been three weeks, and he says, "So, do you need your academic counselor or your financial aid counselor?" I answered academic and questioned if it would be the same academic counselor I had previously. It wasn't, but he told me my new counselors name was Shannon and he would transfer me. I got the "voicemail before the voicemail" saying that she wasn't available, that if I would like to leave a message, stay on the line or if I would like to speak to another advisor to press "2." I pressed "2" since I'm suppose to start school in three weeks and would really like to get this taken care of. Well, that was a mistake. I was on hold for OVER 15 MINUTES waiting to speak with someone. I finally had to hang up and decided I would call back at a later time that day.
The second call that day, I decided I would leave my counselor a message thinking I would hear back quickly. Here is what her voicemail recording states: Hi, you've reached Shannon, Academic Counselor for Grand Canyon University. Today is December 15th ("Uh, no, it's the 16th, " I'm thinking) and I am out of the office. I do not know when I will return. Please leave a message and I will return your call at a later date." Okay. So, I started thinking that maybe something happened to someone in her family and she had to leave right away. I typically give people the benefit of the doubt and figured it must have been a rush situation. So, I did not leave a message and decided again to call and see if I could get a hold of another counselor. This time, I waited 10 minutes before I hung up.
Now, here we are, December 21st. I checked the GCU site to see the status of my enrollment. It says "Pending - a counselor will contact you shortly." I doubt that. So, I just called again, got an operator who I told my story to and then her response? "Hold on." She transferred me to THE SAME counselors voicemail! So, I press "2" again, ready to wait an insane amount of time to speak to someone and what happens? Here's what I heard, "We are currently experiencing technical difficulties and can not transfer to a different counselor. Please call back and leave a message with your counselor."
I think I'll start looking at other schools now.