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27 Nov 2020, 04:01
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Hi friends,
Has anyone else had the misfortune of having to deal with Pearson's horrendous customer service? I had a technical issue at the start of my GMAT exam, that even the test centre acknowledged and caused me a lot of unnecessary stress to an already stressful situation (as you can imagine - taking it for the first time ever!). Due to Covid, I already had a previous exam cancelled with less than a week's notice - after getting into exam mode only to be told no exam at the very last minute. I managed to reschedule it for over a month later, when restrictions eased - however they were unable to "sign" me in for the exam for about 45 minutes. I was even told at one stage, that I would have had to leave and get the exam rescheduled again at a later date. I'm sure you can all emphatise with how devastating that news was to me on the actual date, that I had already been preparing for, for 5 months and potentially having to wait even longer to sit the actual exam.
Somehow they did manage to get the exam going, and I was rushed back to my seat to begin the exam - so it was such an emotional rollercoaster and messed me up for my first few quant questions. Due to being flustered for most of that section, I even did what I swore never to do - I missed the last 3 questions. That threw me off my game for the remaining of the exam, even though I did manage to complete all the other sections. I scored 640 (Q44, V35) which was lower than my previous practice averages.
I followed up with Pearson via they GMAT customer service email address, but was shocked to find that they barely acknowledged the issue and said nothing could be done and for me to rebook another date at my own cost. I followed up again, same generic response - and I decided to let it go, despite the heavy financial impact to me, during this tough time. However, now it has been more than 21 calendar days since my test, and I still haven't received my official score report. I called up customer service on their landline - and was absolutely shocked at how unhelpful they were - basically stating that it'll come in time and all I could do was wait or send them an email. I followed up again with an email requesting an explanation of what had happened, and to ask again for my overdue score report - only to receive another generic email saying "as per policy, you will receive you official score report within 20 calendar days of the test date".
They obviously did NOT read a word I wrote?! I'm so angered and frustrated by this - but I do not now how or to whom to escalate this issue with? Due to their monopoly in the market, I don't seem to have much power to even receive the report I'm entitled to, let alone report this borderline SCAM of an organisation!
Anyone gone through something similar? Any advice is appreciated!!
Thanks!
Has anyone else had the misfortune of having to deal with Pearson's horrendous customer service? I had a technical issue at the start of my GMAT exam, that even the test centre acknowledged and caused me a lot of unnecessary stress to an already stressful situation (as you can imagine - taking it for the first time ever!). Due to Covid, I already had a previous exam cancelled with less than a week's notice - after getting into exam mode only to be told no exam at the very last minute. I managed to reschedule it for over a month later, when restrictions eased - however they were unable to "sign" me in for the exam for about 45 minutes. I was even told at one stage, that I would have had to leave and get the exam rescheduled again at a later date. I'm sure you can all emphatise with how devastating that news was to me on the actual date, that I had already been preparing for, for 5 months and potentially having to wait even longer to sit the actual exam.
Somehow they did manage to get the exam going, and I was rushed back to my seat to begin the exam - so it was such an emotional rollercoaster and messed me up for my first few quant questions. Due to being flustered for most of that section, I even did what I swore never to do - I missed the last 3 questions. That threw me off my game for the remaining of the exam, even though I did manage to complete all the other sections. I scored 640 (Q44, V35) which was lower than my previous practice averages.
I followed up with Pearson via they GMAT customer service email address, but was shocked to find that they barely acknowledged the issue and said nothing could be done and for me to rebook another date at my own cost. I followed up again, same generic response - and I decided to let it go, despite the heavy financial impact to me, during this tough time. However, now it has been more than 21 calendar days since my test, and I still haven't received my official score report. I called up customer service on their landline - and was absolutely shocked at how unhelpful they were - basically stating that it'll come in time and all I could do was wait or send them an email. I followed up again with an email requesting an explanation of what had happened, and to ask again for my overdue score report - only to receive another generic email saying "as per policy, you will receive you official score report within 20 calendar days of the test date".
They obviously did NOT read a word I wrote?! I'm so angered and frustrated by this - but I do not now how or to whom to escalate this issue with? Due to their monopoly in the market, I don't seem to have much power to even receive the report I'm entitled to, let alone report this borderline SCAM of an organisation!
Anyone gone through something similar? Any advice is appreciated!!
Thanks!
28 Nov 2020, 10:27
Kudos
Bookmarks
Hey Man - Sadly there is no other way around than dealing with the GMAC's apathy
28 Nov 2020, 13:24
Kudos
Bookmarks
Hi. I am very very sorry about your experience. I know how easy it is to be thrown off and how much that impacts one's performance. I know it is also hard to think quickly while you are being jostled around. All of that is bad... but it goes away once you accept to take the test. It sounds like your actual test has gone fine technically. I don't think Pearson will do anything unfortunately. Does not mean you should not try but I can see how they could have said - you decided to proceed, and you took the test.
I totally get your frustration. The thing to do would have been to tell them to reschedule you. Not an ideal solution but I think the only one that would have resulted in a more favorable outcome. That would be my suggestion to anyone, decided if you are not going to perform optimally and then reschedule even if the test center employees are trying to coerce you into taking a test. Document as much as you can - names of the employees, exact time (do not exaggerate - that is a sure way to kill credibility and get no assistance). Be firm and professional which I know may be hard to do at that time but I would say - i have been scheduled for 1 PM to take the test and to be done by 3:30. I have plans for tonight and unfortunately with this unexpected delay, my only option is to reschedule. I expected to start at 1 and I came early. You have not been able to start as promissed. Let's reschedule.
I totally get your frustration. The thing to do would have been to tell them to reschedule you. Not an ideal solution but I think the only one that would have resulted in a more favorable outcome. That would be my suggestion to anyone, decided if you are not going to perform optimally and then reschedule even if the test center employees are trying to coerce you into taking a test. Document as much as you can - names of the employees, exact time (do not exaggerate - that is a sure way to kill credibility and get no assistance). Be firm and professional which I know may be hard to do at that time but I would say - i have been scheduled for 1 PM to take the test and to be done by 3:30. I have plans for tonight and unfortunately with this unexpected delay, my only option is to reschedule. I expected to start at 1 and I came early. You have not been able to start as promissed. Let's reschedule.
