GMAT Exam Technical Failure

Certainly an unfortunate incident that had nothing to do with you. Please note that this is not simply about a testtaker getting easier or harder test due to incidents. There are many other ways in which technical issues can change the integrity of standardized exams. GMAC is obligated to ensure policies are applied fairly and equally.

It is understandable that you would want to keep the score since it was within your desired range.

You could file an appeal. Here are some suggestions. It is best to be factual.

- You took the test in good conscience and completed the test.

- You followed the test center's instructions.

- You did not expect that the score would be cancelled since you followed all procedures and that the cancellation is a surprise.

- It would be difficult for you to retake the test as it may require you to adjust your psychology, finances, schedules, deadlines, etc.

It would be best not to state that one reason you want to keep the score is that it was within your desired range.

Keep the appeal factual and provide some thoughts of your own. State that you are requesting that you be allowed to keep the score as otherwise it might lead to hardship.

Good luck and keep us updated. That will help others.

Thank you for your reply. I was not aware there was an appeals process.

Having looked at the criteria for appeals located at [https://www.mba.com/exams/gmat/after-the-exam/gmat-scores-and-score-reports/if-gmac-cancels-your-score] I dont think my case fits into any of the scenarios described. Indeed, the appeals process described appears to be applicable in cases where GMAC cancelling your score - whereas in my case, my entire exam appears to have been 'cancelled' (for lack of a better description).

I have already contacted GMAC to ask them whether there was any way my unofficial score could be confirmed, though I think the chances of that are low.

Mine was not the only exam that was affected on the day - almost everyone took the test centre's offer of rescheduling there and then, and I believe the exam appointments scheduled later during the day could not be carried out.

Hi ratbert3334,

I’m sorry to hear what happened. Unfortunately, I really don’t think much can be done. Thus, rather than wasting your energy on trying to appeal or dwelling on what happened, just start focusing on your retake. Who knows -- you may do even better on this next GMAT, right?

I agree with Scott. Considering the situation you recently described, it is wise to reschedule your test.

Though you need to return to "painful" study mode again, some of the questions you saw in the cancelled exam may be repeated in your next exam . Even if the above case doesn't happen, you still have an advantage to strengthen the topics you were struggling to answer in the cancelled exam.

Wish you get higher score in the repeat exam.

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Thank you for your replies. My experience has been very poor and I'd like to put it down here in the hope that it benefits others.

Before anything else, it is material to note that I had completed the exam, I had received a score at the end of the exam and that I was given an printout of the same.

1. First, I contacted Pearson's customer care number in Noida, India. They told me my exam was cancelled because of "technical issues". When asked what these "technical issues" were, they had no response. Over the hour long phone call, I asked them to put it in writing, point blank, that absolutely nothing could be done about my score and it couldnt be recovered. However, they were unwilling to commit to this and rather asked me, "What can be done?". Clearly I could think of more than a few things that could be done (look at my unofficial score report, contact test centre to see what report they had printed out after my exam, look at the video footage of the test). Finally, they told me to contact Pearson USA, located at GMATCustomerService@pearson.com (interestingly, not available anywhere online). It is now clear to me Pearson India customer care do not have the authority/competence to deal with anything more than a rescheduling.

2. Then, I emailed GMAC, who proceeded to tell me to contact Pearson. They say that Pearson conducts the exams and is therefore responsible for this, and they told me to contact Pearson USA, and gave me the customer care email id for Pearson USA. That email ID is, again, GMATCustomerService@pearson.com.

3. I then contacted Pearson USA. This was almost three weeks ago. They started off by repeating the same line their India office had taken. My exam was cancelled because of "technical issues". I wrote back stating that they were legally obligated to give me a score, since I had completed my exam. The GMAT Handbook states that they have a commitment to "Send you an Official Score Report online or by mail (if you have accepted your scores)." I asked them specifically to tell me what the "technical issues" were and whether they affected the accuracy of the test and whether my score was truly irrecoverable.

4. They replied asking me for a copy of my score report. I sent it to them. After another week's wait, they came back with the same line - exam was cancelled because of "technical issues" (again, no explanation of what these issues were). They also offered me a refund of the exam fee. I replied reminding them that they were legally obligated to give me an official score, and that I was considering taking legal action against them.

5. Interestingly, I received an email today stating that, on the one hand, they "do not have a different answer to provide at this time", on the other hand, they had "escalated our email communications to our support team for their review". It boils down to:- your score is gone but our support team is still looking at the situation. How can your support team look at a problem that you said previously was not solvable?

6. I retook the test, as I was forced to do so. I received an email wherein they said that I had the choice of having my previous score cancelled or taking a retest and having my previous score cancelled. I got 40 points less on this exam. Its very easy for Pearson to say, retake the exam, but do they consider the type and quality of preparation that goes behind writing a good exam? For one, I had run out of my free and paid GMATPrep mock tests (all six of them). How does one get into the groove of writing a test without any mock tests? Another, I had specifically charted out the time before the (cancelled) exam for preparation and was very busy with work afterwards, losing all momentum before the rescheduled exam. This is all before taking into account the mental strain of going back into preparation mode, again. Even if I take up their offer of the refund, how am I supposed to prepare for a new test? What mock tests will I write?

7. At this stage, I am considering legal action. For the principle of it, if nothing else. I am deeply unhappy with how Pearson has gone about this. For your 250 USD, time and effort, this is the customer support you get in return.

Update: a backup of my exam was found and they have been able to recover my score. I am currently awaiting the final score report.

I think this goes to show that someone in my position would be well placed not to take their word for it when they say that nothing can be done about your score. If I had agreed at the first instance that my score was irrevocably lost, they would not have made any effort to recover it. However, I kept on pressing them, and out of nowhere, they were able to recover my score.

Hi ratbert3334, I have two questions regarding your situation.

1. How long did it take you receive e-mail that your score is cancelled because of technical issue?
2. How does it appear on your score report?


I took my exam last Thursday and during my exam my computer stopped.
Test center person rebooted my computer and said "now it is okay, you can finish it".
So I did finished my exam, checked my score, and cancelled it because I didn't get satisfied with my score.

After my exam, I have been waiting for "score cancelled" on my exam status and for activating ESR code.
But it is still empty. Literally nothing is on my exam status menu.

So I checked my score report, but there is "C", which means it was cancelled as I clicked...

I don't know why "Score cancelled" doesn't appear my exam status.
I called them, but they don't even know that I can request ESR even if I cancelled my score... haha....

1. How long did it take you receive e-mail that your score is cancelled because of technical issue?

I did not receive an email stating the score was cancelled because of technical issues - rather, I got an email saying the test centre was unable to conduct the test! Got this email the day after the test.

2. How does it appear on your score report?

As of right now, I dont have a score report of that day. I am told they are working on it and will provide a score report soon.

Thanks for your swift answer...
Hopefully you and I get a good score so that we don't need to contact the service center ever.

While waiting for my older score to get confirmed, I scheduled another test and, rather happily, managed a 10 point increase on the older score. Now not only do I have the older score confirmed but have a better score as well.

I do agree with you that speaking to their customer service is a pain. Would recommend you get in touch with GMATCustomerService@pearson.com - these guys seem to have more authority and knowledge than the customer care centres.

Good luck with your preparation and exam!

Thanks! As you said, the e-mail address sent me a very swift response.
Problem solved

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Glad to have been able to help!