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# GMAT Technical Failure

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Intern
Joined: 25 Jun 2018
Posts: 3

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05 Jul 2018, 14:32
I had the worst test day experience ever; the GMAT system went down after i finished the quant and verbal part where i thought i did really well. I waited for over 2 hours for them to reconnect to the server so i would be able to finish the exam. After over 2 hours they managed to do so but because the time of my exam was running in the background my exam was gone. I am so devastated and upset, i studied for over 6 months for this day and i spent half of the time just waiting in a boring waiting room with no access to any sort of entertainment. I was provided with an incident number but after calling the GMAT customer service they told me they can't to anything for the next 3-5 business days as they have to analyse the incident first. My problem is, this was the only time I am able to take the exam, I am flying on a 3months backpack trip on monday. Moreover, I tried to rebook an exam for when ill be in Dubai, willing to give up a day of my travelling, however due to their 16 days policy, i am not able to rebook the exam. I am so so upset and angry and devastated ... anyone else had an issue like this before? i tried to contact them through email etc. but nothing they can do for me
GMAT Club Verbal Expert
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GMAT 1: 780 Q51 V46
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05 Jul 2018, 18:51
Ugh, that sounds awful. Unfortunately, things like this happen sometimes. Generally speaking, they'll offer you a free retake in situations like these, but they don't typically waive the 16-day waiting period, because you're likely to see some repeat questions if you retake it soon, and that would give you an "unfair" advantage.

(Though my personal opinion is that you probably deserve an "unfair" advantage. But that's just my opinion.)

In any case, keep calling them to harass them for a resolution, and explain your situation. You never know, they might decide to give you a chance to retake when you're in Dubai.

Good luck with everything, and welcome to GMAT Club! And please let us know what happens.
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Beginners' guides to GMAT verbal
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Hit the request verbal experts' reply button -- and please be specific about your question. Feel free to tag @GMATNinja in your post. Priority is always given to official GMAT questions.

Sentence Correction articles & resources
How to go from great (760) to incredible (780) on GMAT SC | That "-ing" Word Probably Isn't a Verb | That "-ed" Word Might Not Be a Verb, Either | No-BS Guide to GMAT Idioms | "Being" is not the enemy | WTF is "that" doing in my sentence?

Reading Comprehension, Critical Reasoning, and other articles & resources
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07 Jul 2018, 17:56
1
af00386 wrote:
I had the worst test day experience ever; the GMAT system went down after i finished the quant and verbal part where i thought i did really well. I waited for over 2 hours for them to reconnect to the server so i would be able to finish the exam. After over 2 hours they managed to do so but because the time of my exam was running in the background my exam was gone. I am so devastated and upset, i studied for over 6 months for this day and i spent half of the time just waiting in a boring waiting room with no access to any sort of entertainment. I was provided with an incident number but after calling the GMAT customer service they told me they can't to anything for the next 3-5 business days as they have to analyse the incident first. My problem is, this was the only time I am able to take the exam, I am flying on a 3months backpack trip on monday. Moreover, I tried to rebook an exam for when ill be in Dubai, willing to give up a day of my travelling, however due to their 16 days policy, i am not able to rebook the exam. I am so so upset and angry and devastated ... anyone else had an issue like this before? i tried to contact them through email etc. but nothing they can do for me

Wow, that does sound terrible. I agree that you should keep calling GMAT, and also try to escalate your issue to someone as high up as possible, so they can do what they need to to help. Certainly keep us updated on the outcome.
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07 Jul 2018, 21:52
af00386 wrote:
I had the worst test day experience ever; the GMAT system went down after i finished the quant and verbal part where i thought i did really well. I waited for over 2 hours for them to reconnect to the server so i would be able to finish the exam. After over 2 hours they managed to do so but because the time of my exam was running in the background my exam was gone. I am so devastated and upset, i studied for over 6 months for this day and i spent half of the time just waiting in a boring waiting room with no access to any sort of entertainment. I was provided with an incident number but after calling the GMAT customer service they told me they can't to anything for the next 3-5 business days as they have to analyse the incident first. My problem is, this was the only time I am able to take the exam, I am flying on a 3months backpack trip on monday. Moreover, I tried to rebook an exam for when ill be in Dubai, willing to give up a day of my travelling, however due to their 16 days policy, i am not able to rebook the exam. I am so so upset and angry and devastated ... anyone else had an issue like this before? i tried to contact them through email etc. but nothing they can do for me

Hi
Sorry to hear of your awful experience. It seriously is frustrating. They will give you a retake but the 16 day period is a bottleneck in your case. Keep calling them and sending mails. Hope something good happens. All the best.
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Intern
Joined: 19 Mar 2018
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07 Jul 2018, 23:16
Sorry to hear that you had to go through this experience. If you haven't already tried the GMAC Chat option online - do try that. They're super quick and efficient on chat. I had issues with my exam center too and the chat option worked well in my case (I'm from India).

Sent from my Pixel 2 using GMAT Club Forum mobile app
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Joined: 04 Sep 2016
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08 Jul 2018, 01:39
random49

Can you please share the chat link? I was unable to find it on mba.com. TIA.
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Intern
Joined: 19 Mar 2018
Posts: 10

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08 Jul 2018, 03:50
1

Once you log on to mba(dot)com, go to the 'Contact Us' section.
Look to the bottom right of the page of the 'Contact Us' section. You will find the chat service there.
Note that the chat service is open only from Monday to Friday between 8 AM and 5 PM CT.

Hope this helps!
Director
Joined: 14 Dec 2017
Posts: 512

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08 Jul 2018, 20:20
Sorry to hear about that bud!!

Hearing about such cases every week now, sorry for everyone that has to go through such an ordeal on their D-day.

It will be helpful, if you can provide the details of the Test center, i think most of the recent cases reported are from Mumbai & New Delhi.

Is there any update from GMAC? I hope they have given you a free retake.

Thanks,
GyM
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Intern
Joined: 25 Jun 2018
Posts: 3

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12 Jul 2018, 05:09
Unfortunately still no updates yet ... and its been exactly a week now! I called them multiple times and emailed every possible address out there but they said i would have to wait 3-5 business days so that they can review the case ... I am not too sure whats to review there, it was clearly a technical failure. Its been 5 business days now though and still no update nor a refund! I am very unhappy with GMAC and how they have handled this situation.
GMAT Club Verbal Expert
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12 Jul 2018, 10:26
I'm not surprised, unfortunately. There's been a very noticeable dropoff in GMAC's customer service in these situations over the past five or ten years. I have a growing pile of disturbing stories, sadly.

Keep on them, af00386! They'll eventually do the right thing.
_________________

GMAT Club Verbal Expert | GMAT/GRE tutor @ www.gmatninja.com (Now hiring!) | Instagram | Food blog | Notoriously bad at PMs

Beginners' guides to GMAT verbal
Reading Comprehension | Critical Reasoning | Sentence Correction

Series 1: Fundamentals of SC & CR | Series 2: Developing a Winning GMAT Mindset

SC & CR Questions of the Day (QOTDs), featuring expert explanations
All QOTDs | Subscribe via email | RSS

Hit the request verbal experts' reply button -- and please be specific about your question. Feel free to tag @GMATNinja in your post. Priority is always given to official GMAT questions.

Sentence Correction articles & resources
How to go from great (760) to incredible (780) on GMAT SC | That "-ing" Word Probably Isn't a Verb | That "-ed" Word Might Not Be a Verb, Either | No-BS Guide to GMAT Idioms | "Being" is not the enemy | WTF is "that" doing in my sentence?

Reading Comprehension, Critical Reasoning, and other articles & resources
All GMAT Ninja articles on GMAT Club | Using LSAT for GMAT CR & RC |7 reasons why your actual GMAT scores don't match your practice test scores | How to get 4 additional "fake" GMAT Prep tests for \$29.99 | Time management on verbal

Director
Joined: 14 Dec 2017
Posts: 512

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19 Jul 2018, 07:28
af00386 wrote:
Unfortunately still no updates yet ... and its been exactly a week now! I called them multiple times and emailed every possible address out there but they said i would have to wait 3-5 business days so that they can review the case ... I am not too sure whats to review there, it was clearly a technical failure. Its been 5 business days now though and still no update nor a refund! I am very unhappy with GMAC and how they have handled this situation.

This is such scary stuff, i hope the issue is resolved for you now bud!

Will be great to hear from you, stay strong!!

Regards,
GyM
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Intern
Joined: 25 Jun 2018
Posts: 3

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19 Jul 2018, 08:08
I got an email today offering me a refund for a free reschedule. That’s exacly 2 weeks after I was supposed to take the exam. On the phone they told me I should get a reply after 3-5 days. I’m super disappointed as I am on holiday now until mid September which means I am unable to take the exam any time soon. It’s really frustrating as is I’ll have to invest a lot of time again in autumn to get up to speed and revise all the materials. Overall, I am not happy how GMAC has handled this situation and “just” a free refund isn’t really helping me much.

Posted from my mobile device
Director
Joined: 14 Dec 2017
Posts: 512

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22 Jul 2018, 20:59
Damn, that is a nightmare! So frustrating. Sorry that you had to go through such stress.

Well stay positive & look at the bright side.

Cheers!
GyM
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Concentration: Strategy, Finance
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23 Jul 2018, 19:04
af00386 wrote:
I got an email today offering me a refund for a free reschedule. That’s exacly 2 weeks after I was supposed to take the exam. On the phone they told me I should get a reply after 3-5 days. I’m super disappointed as I am on holiday now until mid September which means I am unable to take the exam any time soon. It’s really frustrating as is I’ll have to invest a lot of time again in autumn to get up to speed and revise all the materials. Overall, I am not happy how GMAC has handled this situation and “just” a free refund isn’t really helping me much.

Posted from my mobile device

Well I too had a similar situation,wherein the system went down for a few mins and I lost some time in the VA section. Even in my case they took about 2 weeks to get back with a free reschedule, which I had to take about 3-4 months later when I had time again to get up to speed. So yeah unfortunately that's how they seem to work. The customer service is quite bad indeed. The commitment of replying in 3-5 business days is never kept.
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Intern
Joined: 20 May 2018
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Updated on: 29 Jul 2018, 20:10
It must be a nightmare. A truly unfair situation. Hope you have even better test and get a score you’ve wanted.
Where was the test centre with the issue? I think you should submit a complaint report.

Posted from my mobile device

Originally posted by gotoeurope on 29 Jul 2018, 13:50.
Last edited by gotoeurope on 29 Jul 2018, 20:10, edited 1 time in total.
Manager
Joined: 23 Nov 2017
Posts: 102
Location: Singapore
Concentration: Strategy, Other
GMAT 1: 660 Q49 V33

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29 Jul 2018, 19:53
af00386 wrote:
I had the worst test day experience ever; the GMAT system went down after i finished the quant and verbal part where i thought i did really well. I waited for over 2 hours for them to reconnect to the server so i would be able to finish the exam. After over 2 hours they managed to do so but because the time of my exam was running in the background my exam was gone. I am so devastated and upset, i studied for over 6 months for this day and i spent half of the time just waiting in a boring waiting room with no access to any sort of entertainment. I was provided with an incident number but after calling the GMAT customer service they told me they can't to anything for the next 3-5 business days as they have to analyse the incident first. My problem is, this was the only time I am able to take the exam, I am flying on a 3months backpack trip on monday. Moreover, I tried to rebook an exam for when ill be in Dubai, willing to give up a day of my travelling, however due to their 16 days policy, i am not able to rebook the exam. I am so so upset and angry and devastated ... anyone else had an issue like this before? i tried to contact them through email etc. but nothing they can do for me

really sorry to hear..just one personal piece of advice -while in Dubai, don't book New Business Horizon as your exam center. I too have had a nightmare of an experience there. Like you, I also could not re-write the exam because of their 16 day policy. GMAC gave me a free attempt later though, but since the deadlines for my school expired before they responded, it did not help me. Let us know how it goes.
GMAT Technical Failure &nbs [#permalink] 29 Jul 2018, 19:53
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