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rayray222
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Post Your Questions to GMAC Official Representative Here 09 Jan 2014, 21:45
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gspatwal81
Dear GMAC team,

After not receiving any reply from GMAC on the forum or on email, I decided to talk with the GMAC phone support today.

I specifically asked about the investigation into my first test.

As it turned out, the investigation had several cracks. Over the time, the investigation has given different outcomes.
• I took the first GMAT (the test in question) on Nov 23. During the test the computer crashed twice and on the same day, I wrote an email to GMAC “The computer crashed after the AWA and Integrated reasoning section – This happened in front of the test administrator (you can verify this with the computer logs and the video recording), he tried to get the computer back on but it crashed again (again, you can verify this with the computer logs and the video recording). It was on the second attempt that the computer started”. As you can read, I clearly mentioned that the computer had crashed twice after the AWA and Integrated reasoning section
• I called the GMAT customer care on Nov 26 and this was when an incident number (205361320) was created and an investigation started.
• According to the phone rep with whom I had a talk today, the case was edited on Dec 2 with comments ‘no issues found’
• I talked to the Phone rep on Dec 10 or 11, he mentioned that the investigators found the system had shut down, but at the same time he could not let me know how many times and when in the test.
• When I talked to the Proctor at the test center, he mentioned that the investigators had found that the system had shut down only once (just before printing the score report).
• According to the phone rep with whom I had a talk today, the same case was again edited again on Jan 6 (Almost 1 and half months after the incident); this time it found that the PC had crashed/shut down twice (something that I have been maintaining from day 1)…the phone support still does not know the time of the crash.

So after 1 and a half months of investigation, the investigators found the real issue – this seriously puts the investigation to question. If the investigators had checked the logs properly, this was a day’s work. What it involves is checking the logs with open eyes.

The shoddy investigation strengthens my stand that the scores that I received are also not my real scores. I couldn't have scored 570 twice. The tests need to be checked again. If I assume that a majority of the questions that I got right were experimental questions but it is highly improbable that something like that would happen twice – if this has really happened, then the software needs to be re-looked into.

Once bitten –twice shy. At this point in time, even if you start an investigation, frankly saying, I will be very doubtful of the investigators’ intent, but I am hoping against hope.

Finally, the phone rep today also mentioned that the Unofficial and Official score reports have never varied. This puts to question the purpose of the score comparison at the Pearson hub.

Sincerely,
Govind Singh Patwal
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Something very similar happened to me. It took them quite some time to fix it.

That is very strange. I thought that a GMAT software glitch would only happen to me. It also happened to you.

I will update you on what happened if they deny my claim for a test score cancellation or my money back.
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Post Your Questions to GMAC Official Representative Here 09 Jan 2014, 21:49
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gspatwal81
Dear GMAC team,

I am still awaiting answers to some questions that I asked earlier.

In an email to me, GMAC wrote: The scores that are listed on your unofficial and the score that will be listed on the official score report once it becomes available 20 calendar days after testing will be accurate and will contain no errors.
I would like to know whether the statement above mean that the scores on the unofficial report and the scores on the official scores are both accurate - if yes, then what is the point of the so called "comparison of the scores at the testing center and the Pearson hub"? It points that this comparison is an eyewash - as a matter of fact, do the unofficial and official scores ever vary?

Furthermore, what did the investigation in my last test actually say about the number of times the computer shut down and the time in the test when it shut down? The phone support representative did not have the answer and the Proctor said that it happened once (which is not true) – so I would like to know the actual findings of the investigation.

Sincerely,
Govind Singh Patwal
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That is strange that they are using the score varying argument with you.

In fact, my score where the software error occured, my score was wayyyy lower with the error than my previous GMAT tests.

If they do not honor the score varying argument with me, I clearly see that they have double standards and are afraid of legal action.
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Post Your Questions to GMAC Official Representative Here 09 Jan 2014, 21:59
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I in fact believe that GMAC, a multi-billion dollar institution that is entrusted with the future of millions of testakers will do everything in their power to make sure all clients who sign their contract will receive a fair judgement in accordance with their own stated principles.

This is what the GMAC Council states on their website:


Quote:

To ensure GMAT scores accurately reflect the skill and performance of each test taker, our standards and procedures for administering tests have two goals:

Give test takers comparable opportunities to demonstrate their abilities
Prevent any test takers from gaining an unfair advantage over others.

We therefore reserve the right to cancel or withhold any test scores when, in our judgment, a testing irregularity occurs, there is an apparent discrepancy in, or falsification of, a test taker’s identification, a test taker engages in misconduct or plagiarism, or the scores are believed to be invalid for any other reason.
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I sincerely believe that Pearson Vue will take their own mission statement and principles seriously.

The only other solution besides following this mission statement is to:

1) Fix all computer software errors
2) Cancel the GMAC mission statement

In lieu of a retake or cancellation, I believe that Pearson Vue will have to do 1 or 2.
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Post Your Questions to GMAC Official Representative Here 10 Jan 2014, 00:41
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What is GMAC's official policy on computer crashes and computer errors during the test?

We need a consistent policy here.
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rayray222
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OfficialGMAT
Thank you GMATClub for giving us this forum! We look forward to working with the test-taking community! How can we help you?
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Hello,

I would like to know what is GMAC's official policy on computer software crashes and errors?

Are computer crashes considered "testing irregularities" or not?

It seems that with the rising incidents of computer crashes on GMAT tests, there should be a policy regarding this going forward.



Quote:
What is an ethical dilemma?
An ethical dilemma exists when the rules don’t
tell us what to do, such as when there is a conflict
of values, a conflict in stakeholder impact, or a
conflict between short-term and sustainable
outcomes.
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I believe that GMAC should be following their own ethical standards in making a policy towards computer errors and computer crashes during the test.

What is GMAC's policy in regards to this compared to the ETS?
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Post Your Questions to GMAC Official Representative Here 10 Jan 2014, 01:36
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Btw, I do think that GMAC would be better served with program managers who are familiar with US law. After all, as a US citizen, such matters clearly fall under US jurisdiction when it comes to consumer law.
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gspatwal81
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Post Your Questions to GMAC Official Representative Here Updated on: 10 Jan 2014, 04:55
Originally posted by gspatwal81 on 10 Jan 2014, 04:24.
Last edited by gspatwal81 on 10 Jan 2014, 04:55, edited 1 time in total.
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Update:
After my talk with the GMAT phone rep, I received an email from GMAT Customer Service on Jan 7

-----------------------------------------------------------------------------------------------------------------------------------------------
Dear Govind Patwal,

Thank you for contacting Pearson VUE GMAT Customer Service and GMAC with your concerns. We would like to provide a response to your two most recent concerns. It is extremely rare that the Unofficial and Official Scores received by test takers ever vary. This is because the Integrated Reasoning, Quantitative, and Verbal portions of the exams are scored immediately upon completion at the test center and then once again when they arrive at the Pearson hub. This ensures that there are no errors in the scores as the exam is graded twice. The main difference between the Unofficial Score Report and the Official Score Report is that the essay score from the Analytical Writing Assessment is included on the Official Score Report.

We would also like to confirm that the exam review of your November 23, 2013 GMAT exam confirmed that your exam was restarted two times. The first restart was at the end of the first scheduled break after the Integrated Reasoning section of the exam. The second restart occurred after you had ended your exam and the Test Administrator was signing you out of the exam.

We will be unable to provide any compensation as we have confirmed that there were no errors that affected your exam on your most recent attempt on December 24, 2013. We have also already provided you a one-time courtesy and allowed you to retest at a discounted rate for your November 23, 2013 exam, which we confirmed had valid scores regardless of the fact that you encountered two restarts. We cannot extend any further courtesies for exams that we have confirmed were completed and generated accurate and valid scores. This is our final decision and no further requests will be considered.

Thank you,
Pearson VUE GMAT Customer Service
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Post Your Questions to GMAC Official Representative Here 10 Jan 2014, 04:36
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Dear GMAC team,

Thank you for your email on Jan 7 (email above)

You mentioned that “It is extremely rare that the Unofficial and Official Scores received by test takers ever vary”. The phone support executive mentioned it has never varied. Why is there a disconnect here?
Your reply mentions “extremely rare”, which means that there is a possibility of a variation; which points out that the scoring system is not full-proof. Please quantify “extremely rare” in terms of percentage.

You confirmed that the exam restarted twice – “The first restart was at the end of the first scheduled break after the Integrated Reasoning section of the exam. The second restart occurred after you had ended your exam and the Test Administrator was signing you out of the exam.” You did not mention that the computer restarted twice after the AWA and the IR section – without a mention of this, the investigation is incomplete. Was the investigation even able to find this? Why did it take the investigation a month and a half to reach a conclusion that should have taken at the max a day? What triggered the restart? Was it a software or a hardware breakdown?

No one takes the GMAT for compensation – the bare minimum one expects is a working system.

The words “one-time courtesy and allowed you to retest “ sound as if the computer shutting down was my fault. It was a software/hardware failure. GMAC’s software/hardware can’t handle a test at a time when the adaptive algorithm is not at work, then what is the guarantee that it can handle the test when the adaptive algorithm is at work. It might not shut down or restart but one of the outcomes of such a faulty software could be erroneous score calculation.

There are some more answered questions from my previous messages (refer to my message on 02 Jan 2014, 08:14)
1. What is the need of experimental questions? Does GMAC doubt the competence of the test makers?
2. No one exactly knows the number of the experimental questions – is it one, two, three, thirty?

Had luck or experimental questions played no role – there would not have been a drop of 8 points in Quant and an improvement of 8 in Verbal (my aptitude did not change in a month).

Why is it that even after consistently scoring around 690 on prep tests and the GMATPrep tests, I scored 570 on the real GMAT both times? – it has either to do with the faulty software or the “experimental” questions.

I would at least like to be able to review the questions and understand how my score dropped so much. This is what transparency calls for.

Finally, almost every email of yours to me had the standard sentence at the end “This is our final decision and no further requests will be considered.”. More than anything, the right intent is what every test taker expects from the GMAC- accept your mistakes/shortcomings and don’t just dismiss everybody’s genuine requests without proper investigation.

Sincerely,
Govind Singh Patwal
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Post Your Questions to GMAC Official Representative Here 21 Jan 2014, 01:31
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Dear GMAC team,

It has been 10 days and you have not responded to my last message.

For you convenience, I am reproducing the message below:
=================================================================
Dear GMAC team,

Thank you for your email on Jan 7 (email above)

You mentioned that “It is extremely rare that the Unofficial and Official Scores received by test takers ever vary”. The phone support executive mentioned it has never varied. Why is there a disconnect here?
Your reply mentions “extremely rare”, which means that there is a possibility of a variation; which points out that the scoring system is not full-proof. Please quantify “extremely rare” in terms of percentage.

You confirmed that the exam restarted twice – “The first restart was at the end of the first scheduled break after the Integrated Reasoning section of the exam. The second restart occurred after you had ended your exam and the Test Administrator was signing you out of the exam.” You did not mention that the computer restarted twice after the AWA and the IR section – without a mention of this, the investigation is incomplete. Was the investigation even able to find this? Why did it take the investigation a month and a half to reach a conclusion that should have taken at the max a day? What triggered the restart? Was it a software or a hardware breakdown?

No one takes the GMAT for compensation – the bare minimum one expects is a working system.

The words “one-time courtesy and allowed you to retest “ sound as if the computer shutting down was my fault. It was a software/hardware failure. GMAC’s software/hardware can’t handle a test at a time when the adaptive algorithm is not at work, then what is the guarantee that it can handle the test when the adaptive algorithm is at work. It might not shut down or restart but one of the outcomes of such a faulty software could be erroneous score calculation.

There are some more answered questions from my previous messages (refer to my message on 02 Jan 2014, 08:14)
1. What is the need of experimental questions? Does GMAC doubt the competence of the test makers?
2. No one exactly knows the number of the experimental questions – is it one, two, three, thirty?

Had luck or experimental questions played no role – there would not have been a drop of 8 points in Quant and an improvement of 8 in Verbal (my aptitude did not change in a month).

Why is it that even after consistently scoring around 690 on prep tests and the GMATPrep tests, I scored 570 on the real GMAT both times? – it has either to do with the faulty software or the “experimental” questions.

I would at least like to be able to review the questions and understand how my score dropped so much. This is what transparency calls for.

Finally, almost every email of yours to me had the standard sentence at the end “This is our final decision and no further requests will be considered.”. More than anything, the right intent is what every test taker expects from the GMAC- accept your mistakes/shortcomings and don’t just dismiss everybody’s genuine requests without proper investigation.

=================================================================

I hope you won't ignore this message...looking forward to your response.

Sincerely,
Govind Singh Patwal
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gspatwal81
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Post Your Questions to GMAC Official Representative Here 19 Feb 2014, 02:20
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Dear GMAC team,

Looks like you have been ignoring my messages (I had hoped against hope that you won't, I even made it a point to mention my hope in my last message)

Now, it has been more than a month and a half since I posted the message in question seeking your response for the first time (to be specific it was Jan 10, 2014)

For you convenience, I am reproducing the message below:
=================================================================
Dear GMAC team,

Thank you for your email on Jan 7 (email above)

You mentioned that “It is extremely rare that the Unofficial and Official Scores received by test takers ever vary”. The phone support executive mentioned it has never varied. Why is there a disconnect here?
Your reply mentions “extremely rare”, which means that there is a possibility of a variation; which points out that the scoring system is not full-proof. Please quantify “extremely rare” in terms of percentage.

You confirmed that the exam restarted twice – “The first restart was at the end of the first scheduled break after the Integrated Reasoning section of the exam. The second restart occurred after you had ended your exam and the Test Administrator was signing you out of the exam.” You did not mention that the computer restarted twice after the AWA and the IR section – without a mention of this, the investigation is incomplete. Was the investigation even able to find this? Why did it take the investigation a month and a half to reach a conclusion that should have taken at the max a day? What triggered the restart? Was it a software or a hardware breakdown?

No one takes the GMAT for compensation – the bare minimum one expects is a working system.

The words “one-time courtesy and allowed you to retest “ sound as if the computer shutting down was my fault. It was a software/hardware failure. GMAC’s software/hardware can’t handle a test at a time when the adaptive algorithm is not at work, then what is the guarantee that it can handle the test when the adaptive algorithm is at work. It might not shut down or restart but one of the outcomes of such a faulty software could be erroneous score calculation.

There are some more answered questions from my previous messages (refer to my message on 02 Jan 2014, 08:14)
1. What is the need of experimental questions? Does GMAC doubt the competence of the test makers?
2. No one exactly knows the number of the experimental questions – is it one, two, three, thirty?

Had luck or experimental questions played no role – there would not have been a drop of 8 points in Quant and an improvement of 8 in Verbal (my aptitude did not change in a month).

Why is it that even after consistently scoring around 690 on prep tests and the GMATPrep tests, I scored 570 on the real GMAT both times? – it has either to do with the faulty software or the “experimental” questions.

I would at least like to be able to review the questions and understand how my score dropped so much. This is what transparency calls for.

Finally, almost every email of yours to me had the standard sentence at the end “This is our final decision and no further requests will be considered.”. More than anything, the right intent is what every test taker expects from the GMAC- accept your mistakes/shortcomings and don’t just dismiss everybody’s genuine requests without proper investigation.

=================================================================

I am again hoping (against hope) that you won't ignore this message...looking forward to your response.

Sincerely,
Govind Singh Patwal
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Post Your Questions to GMAC Official Representative Here 20 Feb 2014, 03:50
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An update

=============== On Feb 19, 2014, GMAC replied to a message that I posted on Facebook ===============

Hello, Govind. We have already investigated your claims, and have found that there were no issues affecting your GMAT scores. We have communicated this to you. Your GMAT scores are final and no further investigation is warranted. We wish you the best of luck in your studies.
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Post Your Questions to GMAC Official Representative Here 20 Feb 2014, 03:53
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My reply to GMAC (Feb 20, 2014)
------------------------------------------------------------------

Dear GMAC team,

So you replied after one month and a half!!

Why did you edit the message after posting it for the first time on Facebook? Your initially messaged “I am sorry that you did not perform as well on the GMAT exam as you had hoped. We have already investigated your claims…”, you later changed it to “We have already investigated your claims…”. I do not need your sympathy, I am doing well in my life.

I need answers to some questions, and you have not been providing me the answers.

Please re-read my message and respond.

Sincerely,
Govind Singh Patwal
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Post Your Questions to GMAC Official Representative Here 24 Apr 2014, 01:31
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Dear GMAC team,

It's been more than 3 months and I am yet to get the answers to my questions...so much for your customer service.

I do NOT want to give up on my thought that GMAC is a reasonable and ethical organization. GMAC, though, has not been acting like one.

I look forward to your answers.

Sincerely,
Govind Singh Patwal
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gspatwal81
Dear GMAC team,

It's been more than 3 months and I am yet to get the answers to my questions...so much for your customer service.

I do NOT want to give up on my thought that GMAC is a reasonable and ethical organization. GMAC, though, has not been acting like one.

I look forward to your answers.

Sincerely,
Govind Singh Patwal
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Gspatwal81, your issue has been responded to and closed, your requests and arguments at this point are getting a bit ridiculous. While it is unfortunate the computer crashed the first time you took the test, I can assure you, from personal experience, the first score has no impact on your second score. Your second score was problem free, so I don't really understand why you are still spamming this forum. They didn't reduce your 2nd score because of your 1st score. I got a 70 point increase between my 1st and 2nd try, and there are people on this forum - who are easy to find - who obtained 150+ GMAT jumps between the 1st and 2nd time. Many people do worse on the real test than the practice test...sometimes because of nerves, sometimes because they had previously seen the practice questions that showed up on their practice tests (which inflated their scores), sometimes because the practice test isn't well calibrated, etc.

Consider this post a moderator warning to chill out. I'd also recommend being careful where you put your name on the internet, this conversation stream would look VERY negative if an adcom stumbled upon it when you submit apps to business school.
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Post Your Questions to GMAC Official Representative Here 27 Apr 2014, 11:35
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Dear mgg234,

I was expecting a response from the GMAC.

Frankly saying I have been seeking answers from GMAC on other GMAT forums as well, but this is the ONLY forum where an administrator or moderator has issued me a warning...come on, warning for asking a question on a thread "Post Your Questions to GMAC Official Representative Here"...if the thread is not for posting questions to GMAC, then what is it for?

Spamming?? is that what you call it? am I posting on an irrelevant thread? or is my question not related to GMAC? GMAC has not replied to my questions since Jan 10 so the only option that I am left with is asking the same question again - do you call THIS spamming??

And do you think I am being tough or unreasonable? Please show me GMAC's replies to the questions that I asked on Jan 10.

Rather than trying to get me an answer, you are warning me !!!

Coming to your reply, you mentioned "I got a 70 point increase between my 1st and 2nd try". Your signature mentions your GMAT 1 score as 750 Q49 V44, GMAT 1 + 70 would mean 820 in GMAT 2 !!!

As for looking VERY negative, I can explain every bit of what I posted on this forum to anyone; neither do I have anything to hide, nor do I have anyone to fear...I believe people who have things to hide do not use their real names.

I know some of my words might have come out hard... but then I expected the forum moderators to help me get the answer (or at least remain neutral - as moderators on other forms have been) but what I get is a warning!!!

I still like this forum and believe that I will get my answers.

On a side note, I am thinking about retaking the GMAT, but I still need the answers from the GMAC...GMAC, are you listening???

Sincerely,
Govind Singh Patwal
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Hi,

Please help me out with this query:

I live in India and have applied for a passport, which is to be carried as a proof to the examination center. The problem is that in India it usually takes 3-4 months to get a passport.

Now, if I wait that long, this admission season will be almost over :( and I definitely want to take admission in 2015.

Is there any way out....can I bring proofs of my passport application along with other proof( e.g. Driver's license, etc)? Please help, its urgent!!

Thanks a ton!
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Post Your Questions to GMAC Official Representative Here 26 Aug 2014, 07:53
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Hi,

Please help me out with this query:

I live in India and have applied for a passport, which is to be carried as a proof to the examination center. The problem is that in India it usually takes 3-4 months to get a passport.

Now, if I wait that long, this admission season will be almost over :( and I definitely want to take admission in 2015.

Is there any way out....can I bring proofs of my passport application along with other proof( e.g. Driver's license, etc)? Please help, its urgent!!

Thanks a ton!
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Hello, bazingaaa111.

Unfortunately, candidates in India must use a current passport as their form of identification for taking the GMAT exam. No other form of ID can be accepted. I suggest you contact the schools you plan to apply to and explain your situation. Some schools may be willing to extend your GMAT score submission deadline. Good luck!

Rebecca
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Post Your Questions to GMAC Official Representative Here 28 Aug 2014, 04:49
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Dear GMAT Team,

I took the GMAT on December 10th, 2012 and have the printed Score Report, but cannot access the link to retrieve my digital copy. I still have the email that was sent to me by Pearsonvue, but the link inside of the email doesn't open (it merely opens up to a blank page). I still have my authentication code and very badly need to access my Official Score Report to fill out my applications.

Can you PLEASE help me?!

Many thanks!
Daniel
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Post Your Questions to GMAC Official Representative Here 28 Aug 2014, 13:25
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Dear GMAT Team,

I took the GMAT on December 10th, 2012 and have the printed Score Report, but cannot access the link to retrieve my digital copy. I still have the email that was sent to me by Pearsonvue, but the link inside of the email doesn't open (it merely opens up to a blank page). I still have my authentication code and very badly need to access my Official Score Report to fill out my applications.

Can you PLEASE help me?!

Many thanks!
Daniel
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Hello, Daniel. We have heard from several candidates that there were issues accessing online score reports earlier this week. The issue has been resolved. Please try again. If you are still unable to access your score report please let me know so we can investigate further.

Rebecca
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Post Your Questions to GMAC Official Representative Here 03 Sep 2014, 09:11
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Hello Rebecca,

I have a question - I tried to look up online, but couldn't find specific info.

My question is - During Test Day, I have an option to choose 5 five schools to send my score report to - with no extra charge. Can those schools be at any international location? I am planning to submit my scores to US and Canadian schools - please let me know if I would be able to select Canadian schools as well during the test - to send my score reports to.

Thanks!
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