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Updated on: 15 May 2022, 08:35
Originally posted by santper912 on 14 May 2022, 15:45.
Last edited by santper912 on 15 May 2022, 08:35, edited 1 time in total.
Last edited by santper912 on 15 May 2022, 08:35, edited 1 time in total.
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I had a test scheduled yesterday. I clicked the Launch button, logged into Examity, ran the system check, everything was in order, and they told me to proceed. When I entered the call with the proctor, she said that she had a little delay on my camera's image, and she could follow my movement but not exactly in real time. She then made me run a speed test which showed that my internet speed was actually over 2Mbps (which is listed on the MBA. com system requirements), but still didn't allow me to take the exam because of this delay (which was supposedly caused by speed fluctuation between 2 and 2.2 Mbps). My exam was marked as incomplete, and the proctor said I would be unable to reschedule, and in order to take a new exam I'd have to pay the $250 fee again.
I was very outraged about this (those who read my post from yesterday might know, I deleted it because Reddit doesn't allow to edit titles), but Examity's customer service solved it pretty quickly. I sent them an email yesterday at night to customercaremba with the subject Attention: GMAT Complaints (that's the subject they instruct you to use in these cases), and by today's morning they had given me a voucher to retake the exam.
This completely flipped my perspective on GMAC's service towards test takers, but as a warning for the future: make sure you have as littel latency/fluctuation as possible, or you will have to retake the test. Also: don't bother calling customer service on the phone, the people who take your calls have no idea about all of this
I was very outraged about this (those who read my post from yesterday might know, I deleted it because Reddit doesn't allow to edit titles), but Examity's customer service solved it pretty quickly. I sent them an email yesterday at night to customercaremba with the subject Attention: GMAT Complaints (that's the subject they instruct you to use in these cases), and by today's morning they had given me a voucher to retake the exam.
This completely flipped my perspective on GMAC's service towards test takers, but as a warning for the future: make sure you have as littel latency/fluctuation as possible, or you will have to retake the test. Also: don't bother calling customer service on the phone, the people who take your calls have no idea about all of this
14 May 2022, 16:36
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Hopefully, GMAC will resolve it after you send an email. They may take a bit of time to complete the ticket that will be generated but hopefully things work out. Concisely and accurately mention how you passed the system check beforehand.
14 May 2022, 20:20
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santper912
What I find outrageous about this is that I had absolutely no way of knowing this issue would come up (I literally ran the system check and it allowed me to go on!), and yet I am being responsibilized and forced to pay the fee because of a condition of which I was not informed. I talked to customer service both on the phone and via chat, and none of them could answer a very simple question: how stable should my connection be? Because in order to comply with this condition, I'll have to buy more speed for my Internet connection at home. What guarantee do I have that the proctor will not tell me this same stuff again, and I will waste another $250?
Hi santper912,This may be something to do with latency, not speed (you say that you normally don't have a problem with video calls, though 2 Mbps does seem a little low), so there's no guarantee that if you get a better internet plan you won't face the same issue again.
I'm not sure what the Examity customer support team told you, but you should absolutely be able to get a free retest. Many other people have (so many that it seems a free retake is the default resolution path Examity representatives are asked to offer). In fact, free retakes have been offered in situations much worse than yours. Just send them an email, and get on a call with them and tell them that because of technical reasons, you were not allowed to start your exam, and that you want a voucher for a free retake.
By the way, if you ask for it, you may be able to get a refund as well. This is something I had asked another forum member to try, and it worked for him/her.
