双重退款保证却成一纸空文 Double money back guarantee but into word on old parchment

　　上海的冯小姐在一家外贸企业工作。因为工作出色，冯小姐多次获得升职机会，但每一次，都因为英语交流能力差而错失良机。2008年9月， 冯小姐偶然路过一家名为"英孚教育"的英语培训中心，马上被门口"14天无条件退款"的广告宣传吸引了，冯小姐决定报名学习。因为担心自己不能坚持，冯小姐一直对花钱上培训班这种学习方式有顾虑，看到英孚"14天内无条件退"的宣传，冯小姐很快报了名，可当她满怀期待地去上课的时候，却发现，她报了级别最低的课程，也完全跟不上。开课后第7天，冯小姐向她的课程顾问提出了退费要求。在老师的劝说下，冯小姐并没有太坚持，之后，冯小姐母亲重病，她需要离开上海，回山西老家待一段时间，这样一来，更不可能在英孚学习了，于是，冯小姐再次向英孚提出退费，没想到这一次，英孚的老师给出了超过十四天不予退款的答复。

Shanghai FengXiaoJie in a foreign trade enterprise work.Because works well,FengXiaoJie many times obtains the promotion opportunities,But every time,Because English communication ability is poor and miss the good opportunity.In September of 2008, FengXiaoJie accidental passed by a name"Ef education"English training center,Was immediately the door"14 days unconditional refund"Advertising attracted,FengXiaoJie decided to sign up learning.Because worried that they can't hold out,FengXiaoJie has to spend money on training the study way scruples,See ef"The unconditional return within 14 days"propaganda,Erin: FengXiaoJie soon,But when she expecting to class,found,She called the lowest level of the course,Also fully couldn't keep up with.Class 7 days after,To her FengXiaoJie course consultant refund request is put forward.In the teacher's persuasion,FengXiaoJie didn't insist on,after,FengXiaoJie sick mother,She needs to leave Shanghai,Back to shanxi hometown for a period of time,so,The more impossible in ef study,so,FengXiaoJie once again to ef refund is put forward,I didn't think of that one time,Ef teacher gives more than fourteen days will not be refund reply.

　　在冯小姐与英孚签定的培训协议中，开头有个双重放心保证：一是"开课14天之内可以无条件提出退学，其交纳的学费将全额退还"，二是"未达到预定的学习目标，可以退还课程费用"，除此之外，冯小姐并没有发现合同里还有其他与退款相关的条款，更没有看到"超过14不予退款"的字样。可英孚的老师告诉她，在这份协议的第8条还写着 "学员仅可依照双重放心保证中的相应条款提出退学及退款"，这一条款就意味着超过14天就不能退款了。

In FengXiaoJie and ef training agreement signed,Beginning a double rest assured guarantee:One is"Class 14 days can be unconditional puts forward drop out of school,Its pay tuition refund will be",The second is"Not achieving the learning goals,May return the course fees",In addition,FengXiaoJie and found no contracts and other related terms with a refund,More didn't see"More than 14 shall not refund"".Can ef teacher told her,In this agreement article 8 still write "Students can only be assured guarantee in accordance with double the relevant clause puts forward drop out of school and a refund",This clause means more than 14 days can't refund the.

　　冯小姐说，当时签合同时密密麻麻一大张，英孚工作人员也没有就合同内容向她做出提示和说明，冯小姐怎么也没想到，合同里还埋着这样的玄机，四年以来，冯小姐不知找了英孚多少次，对方始终以过了十四天为由不予退款。

FengXiaoJie said,At the time when the contract is signed a big piece of numerous,Ef staff also not the contents of the contract to her to prompt and instructions,FengXiaoJie how also didn't think,The contract still buried with such a mystery,Four years,FengXiaoJie don't know how many times for ef,The other party has always been to fourteen days not for a refund.

"无条件不等于没理由" "Unconditional is not equal to have no reason"

　　英孚不给冯小姐退款，理由是超出了十四天，违反了合同约定。而上海的小费和冯小姐一样，对英孚的课程不满意提出了退费，而且是在英孚要求的十四天之内。然而，英孚面对小费又会是什么态度呢？小费说，他去英孚咨询的时候，在热情的课程顾问劝说之下，当时就拍板，花3万多块钱报了名。可是在回去的路上，小费突然觉得，自己刚才似乎太冲动了。晚上，小费就上英孚的网络课程做题，这题一做，小费更加后悔，小费说，他做完题后发现题目和初一的那个几乎没有区别。

Ef don't give FengXiaoJie refund,Reason is beyond the fourteen days,Violation of the contract.And Shanghai as well as tips and FengXiaoJie,To ef course not satisfied puts forward the refund,And it is in the ef requirements within fourteen days.however,Ef face tips and will be what attitude?Tips said,He went to the ef counseling,Enthusiasm in course consultant under persuasion,Then clappers,Erin: spend more than 30000 dollars.But on the way back to the office,Tips suddenly feel,He just seems to be too impulsive.In the evening,Tips on ef network course become a problem,This question a do,Tip more regret,Tips said,He finished the problem found that subject and the junior that almost no difference.

　　当天晚上，小费就十分懊悔，但想到他与英孚签订的协议上，有"14天内无条件退款"内容，小费多少放心了一些，报名后第三天，小费来到英孚要求退款，没想到，他的曾经像人生导师一样热情的课程顾问态度完全变了。记者见到小费的时候，是他报名后的第十天，这天，记者和他一起见到了他的课程顾问，可这位课程顾问却说，小费不符合退款的条件，因为他没有给出合适的理由，在记者质疑他们无条件却为何需要理由时，课程顾问说，条件和理由不一样，无条件不等于没理由。在此说法遭到质疑时，这位课程顾问竟然对小费说：你现在所有的理由，所有的理由全部都是bull shit，bull shit知道什么意思吗？就是狗屎，你所有说这些话都是狗屎，都是扯淡。

That night,Tips are very remorse,But thought he and ef on the agreement,have"14 days unconditional refund"content,How much relieved some tips,After the third day,Tips to ef ask for a refund,Didn't expect,His life was once like tutor course consultant as enthusiastic attitude changed completely.Reporters saw the tip,He is the first ten days after registration,This day,Reporters saw with him his course consultant,The course consultant said,Tip does not conform to the condition of a refund,Because he did not give the right reason,In reporter questioned their unconditional but why demand reason,Course consultant said,Conditions and reason is not the same,Unconditional is not equal to have no reason.In this statement when questioned,The course consultant to tip actually said:You are all the reason,All of the reasons are all bull shit,Bull shit know what do you mean?Is shit,All you speak these words are shit,Are nonsense.

　　记者采访的这几位学员退款都遇到了英孚设置的重重障碍，但是在报名之前，英孚的工作人员却又承诺哪怕你对这里的一草一木看不惯都可以，并声称这就是英孚对自己课程的保证。

Reporter the interview this several students refund all met ef set obstacles,But before signing up,Ef staff yet promise even if you can't bear to see every tree and bush here can be,And says this is the ef course to their guarantee.

教学质量遭质疑 The teaching quality has been questioned

　　英孚退费的问题到底有多大，采访中的几位学员是不是特例呢？记者在网上发现了两个名为"英孚---退款长征路"的QQ群，经过了解，这个QQ群建立了不到一年时间，人数已经达到了近两百人，都是遇到了退款障碍的英孚学员，据这些人反映，他们之所以会提出退款，一个最重要的原因是，他们在接受英语培训的过程当中，发现对方存在着普遍的夸大宣传、师资造假以及教学质量的种种问题。那么，事情果真如此吗？英孚的教育质量究竟如何？记者找到了一位有英语专业八级证书的人士，以学员的身份去英孚进行了体验。

Ef refund question how much,The interview several students? Is special?Reporter found out from the Internet for two named"Ef - a refund the long march road"QQ group,After understanding,This QQ group set up less than a year,The number has reached nearly two hundred people,Are met a refund barrier ef students,According to these people reflect,They are puts forward a refund,One of the most important reason is that,They accept English training process,Find each other there are common exaggerated propaganda/False teachers and teaching quality problems.so,It was indeed the case?Ef education quality actually?Reporters found a have the English specialized eight levels of certificates of the people,On the basis of identity to the ef experience.

　　2012年8月12日，我们来到北京英孚位于中关村的学校，以学员的身份报名学英语。英孚在对学员做了一个简单测试后，给学员定为5级，记者学习了课程之后，把课程内容交给了英语专家鉴定，发现课程内容对学员来说过于简单，那么，英孚为什么要把英语专业八级的学员定在水平比较低的级别呢？据英孚工作人员介绍，英孚的收费按照级别算，一个级别七千多，级别越低，后面可学的级别越多，收费也就越高。

In August 2012, 12,,We came to Beijing ef school located in zhongguancun,On the basis of identity registration to learn English.Ef students on a simple tests,Give students a level 5,Reporter learned after the course,The course content to the English expert evaluation,Found course content is too simple to students,so,Ef why want to put the English specialized eight levels of students set to level is low level?According to the introduction of staff ef,Ef fee according to level calculate,A level of more than seven thousand,Level is lower,Behind the level of to learn more,The higher the charge.

　　而记者在体验中发现，英孚的外教课也并不像它宣称的那样那么有效果，在一节长达40分钟的课程当中，外教一共也没说几句话。这节视频也交由外语专家进行了鉴定，给出了相同的鉴定结果。

And the reporter found in experience,Ef outside teach is not like it says it is so effective,In a day for as long as 40 minutes of curriculum,Foreign teachers altogether also didn't say a few words.This section video also to foreign language experts to identify,Given the same appraisal results.

外教跟踪反馈成空谈 Foreign teachers tracking feedback into talk

　　而整个上课过程中的一个细节让我们对英孚的教学有了更深的感受。在上第一堂课时，外教首先对我们这位学员的英语水平给出了很高的评价。然而，让人难以理解的是，在每节课后老师要给学生做的反馈评价上，这名外教给这位学员的反馈评价却又非常低，我们又找到了这名外教，这名外教却说，是因为他忘了记者的水平了。据英孚的规定，老师对学生的反馈打分是在课后72小时之内，而仅在这72小时之内，这位外教就忘了学员的水平。而在英孚全程的宣传上，外教小班授课、教师跟踪反馈、全程追踪学生的学习水平和进展正是英孚所声称的卖点之一。

And the whole process of class a detail let us to ef teaching a deeper feeling.On the first day of class,To our foreign teacher first the English level of the students are given a high evaluation.however,In the world to understand is the,In each class the teacher will give students do feedback evaluation,A foreign teacher to the students' feedback evaluation the but again is very low,We have found a foreign teacher,A foreign teacher said,Because he forgot to reporter's level.According to the provisions of the ef,A teacher to the student feedback score is 72 hours after class,But only in this 72 hours,The foreign teacher will forget to the students' level.And in ef complete propaganda,Small-class-based lecture teacher/The teacher tracking feedback/The whole tracking student learning and progress is ef claims to one of the selling point.

师资宣传涉嫌夸大 Teachers suspected of exaggerated propaganda

　　作为一个英语培训机构，英孚一直重点推介的就是自己所拥有的雄厚的外籍教师的师资力量，在其官网和各种宣传册页上，英孚都对所聘用的外教具备的资质进行了详细的描述：所有教师都是来自英语母语国家的专职英语外教，并且100%具备双重认证，包括剑桥教师专业资格和国际英语教师资格认证，也就是TEFL认证，并且在上岗前会对外籍教师进行严格的专业教师培训。然而，一位声称曾在2009年在英孚北京校区担任过外教的澳大利亚籍人士，他给出了与英孚截然不同的说法。他说，他在英孚任教时，有很多同事都不是来自于英语母语国家，有些来自意大利，有些来自保加利亚，有些来自俄罗斯，他们都有口音，学生很难理解他们，可是他们却在教英语。

As a English training institution,Ef has been highlights is what they have strong foreign teachers teachers,In its website and all kinds of publicity on the album,Ef is to hire foreign teachers have the qualification for a detailed description:All the teachers are from English language countries full-time English teacher,And 100% have dual authentication,Including Cambridge teachers' professional qualification and international English teacher qualification authentication,Also is TEFL certification,And in front of Posting to foreign teachers will carry on the strict professional teacher training.however,A claimed to have in 2009 in ef Beijing campus served as the teacher's Australian people,He gives and ef distinct statement.He said,He in the ef when teaching,There are many colleagues are not from English language countries,Some from Italy,Some from Bulgaria,Some from Russia,They all have an accent,The student to be very difficult to understand them,But they are teaching English.

　　那么，事实到底是什么？英孚的外教到底是不是真的像它宣称的那样，全部来自于英语母语国家呢？记者从国家外国专家局在华外国专家的登记备案信息中查询到，仅在2012年1月份，北京地区的英孚教育为89名外籍教师申请办理了外国专家证，而在这89名外教中，除了来自美国、英国和加拿大等国的外教之外，就有两名西班牙籍和两名菲律宾籍。暗访中，英孚解释说，这些老师国籍是西班牙，却长在英语母语国家，可就在记者在英孚北京中关村店体验时，却碰到了一位带有浓重口音的老师。记者也把这段上课视频拿给了外语专家进行了鉴定，外语专家肯定，这位外教并不是英美人。

so,The fact exactly is what?Ef teachers is what is really like it says it is,All from the English language countries??Reporters from the state bureau of foreign experts affairs in China of the foreign experts registration information to inquires,Only in January 2012,Beijing area ef education for 89 foreign teachers apply for the foreign experts certificate,And in the 89 in the foreign teachers,Apart from the United States/Britain and Canada and other countries outside the foreign teachers,Two Spanish international and two Filipino.Investigations in,Ef explained,These teachers nationality is Spanish,But long in the English language countries,Can be in reporter in the ef Beijing zhongguancun shop experiences,But met a with an accent teacher.Reporters also put this period of class video to foreign language experts to identify,Foreign language experts must,The foreign teacher is not British and American people.

　　对于英孚外教的来源，其所宣称的和实际情况有着如此的差距。那么，它声称的100%外教都拥有双重资格认证又是真是假呢？那位曾经在英孚任教的澳大利亚人士说这并不是真的，他去面试的时候，英孚完全没有问资质的事，他进入英孚任教的程序也非常简单，没有经历过多的选拔和审核，没有人要求审看资质，被录用后也没有接受过培训，唯一的程序就是一个面试。那么，事情真的像这位外教所说的那样吗？英孚的外教到底有没有他们对外声称的双重资格认证呢？我们了解到，英孚所说的两个证书，一个是TEFL认证，是国际认可的通用英语教师资格证书之一，也是我国相关部门规定的聘请外语教师的参考认证之一。而另一个英孚称之为剑桥教师资格认证，简称TKT，英孚声称这是自己对外教提出的更高的要求。然而，一位英孚工作人员却直接告诉记者，这个证书水分很大，是个人都能考，他们那儿的外教并不是都有这个证书。那么，英孚所标明的另一个证书TEFL认证，他的外教又到底有没有呢？在跟英孚的人交谈时，对方对这个证书始终语焉不详。记者最后提出，要求以学员的身份查看教过课的外教的TEFL。经过多次交涉，英孚终于答应出示相应老师的TEFL证书，几天后，英孚中关村店的工作人员在电脑上给我们展示了4位外教的证书。但是，在这位英孚工作人员一闪而过的展示中我们发现，四个证书的所有者里，只有两个人是给我们上过课的外教，并且，4个证书中只有两个是TEFL证书，另外两个证书分别是其他两种无法辨认的证书。当记者要求要查看其它几位教过课的外教的TEFL时，英孚以保密为由拒绝了记者。

The source of the foreign teachers for ef,The claims and actual situation has such gap.so,It says 100% of the teachers have double qualification authentication is true or false??The once taught in ef Australian people say this is not true,He went to the interview,Ef completely didn't ask the qualification,He entered the ef teaching program is also very simple,No experience too many selection and audit,Nobody asked view qualification,After being employed also does not have received training,The only program is an interview.so,Things really like the teacher said that so?Ef teachers exactly have they claim external double qualifications??We understand that there is a,Ef said two certificate,One is TEFL certification,Is international recognition of the general English teachers in one of the qualification certificate,China is related by the department of foreign language teachers employ the authentication of reference.And another called ef Cambridge teacher qualification authentication,Referred to as TKT,Ef claimed that this is their foreign teaching put forward higher requirements.however,A ef staff is direct told reporters,This certificate moisture large,A man can take an examination of,They there teachers and not all have this certificate.so,Ef indicated that the another TEFL certificate authentication,His teacher and exactly have??With the ef during a conversation,The other party to the certificate has not elaborate.Reporter finally put forward,Asked to students' identity check taught class the teacher's TEFL.After many negotiations,Ef finally promised to show the corresponding teacher's TEFL certificate,After a few days,Ef zhongguancun shop staff on the computer show us the four foreign teacher certificate.but,In the ef staff flash by show we found,Four certificate in the owner,Only two people is our class teacher,and,Four certificate, only two are TEFL certificate,The other two certificate were two other unidentifiable certificate.When a reporter asked for check other several foreign teachers teach lesson of the TEFL,Ef refuse to press on secrecy.

上海英孚竟没有聘请外教资格 Shanghai ef did not hire foreign teachers qualification

　　按照国家有关的规定，对聘用外教有着明确的规定和严格的要求，一个是聘用单位必须获得有关部门审批的"聘请外国专家单位资格认可"，二是聘请的外教必须具有几个基本条件。而就在记者在对英孚的调查过程中，除了他所聘用的外教资质问题，还发现了一个意想不到的问题：在英孚教育总部所在地上海，它的两个实际注册机构竟然根本没有取得聘请外教的资格。

In accordance with the relevant state regulations,To hire foreign teachers have clear rules and strict requirements,One is employment unit must obtain the relevant department for examination and approval"A foreign experts invitation unit qualification",The second is hiring foreign teachers must have a few basic conditions.And the reporter in the ef in the course of the investigation,In addition to his hiring foreign teachers qualification question,Also found an unexpected problem:Ef education headquarters is located in Shanghai,Its two actual registration agency unexpectedly didn't get hired the teacher's qualification.

　　在外国专家局2011年度聘请外国文教专家资格单位年检名册中，记者看到了英孚在北京学校的名字，却始终没有找到英孚在上海的两个注册实体"英域成语言培训（上海）有限公司"和"上海英培商务咨询有限公司"的名字。国家外国专家局科教文卫专家司熊德义 处长告诉记者，我们外国专家管理是按照属地管理的原则，所以不同的地区，它必须在各地各自办法聘请资格，如果没有聘请资格，就是违规操作。

In the bureau of foreign experts affairs 2011 annual hiring foreign cultural and educational experts qualification unit yearly check the list,The reporter sees the ef in Beijing school names,But never find ef in Shanghai two registered entity"The domain into language training(Shanghai)Co., LTD."and"Shanghai British culture business consulting co., LTD"name.State bureau of foreign experts affairs science-education-culture-health experts XiongDeYi department director told reporters,Our foreign experts management is in accordance with the principle of dependency administration,So different areas,It must in all their way to employ qualification,If there is no hire qualification,Is illegal operation.

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