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21 May 2020, 10:54
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Hello,
I'd like to share a completely failed experience of my attempted Gmat today. This is what I've sent to Pearson and GMAC customer service:
I have attempted to take my Online GMAT today, which was a complete failure due to technical difficulties of unknown nature:
- I completed my system test a day before the exam. Everything worked fine.
- Today, I started my registration 15 mins before the exam. Registration went well, no issues. The OnVue recording session started saying I need to wait for a proctor to join and I need to keep my face within the screen.
- A few minutes later as the screen was ON it has suddenly disappeared, but the camera was ON.
- I was sitting and waiting for a few minutes without any idea what to do. The proctor with name Kyle has initiated the chat, which popped out on the screen. Kyle told me to open the OnVue app again, so I did.
- OnVue opened with a message saying that I cannot run two instances at a time and OnVue is already running.
- I reported to Kyle and he advised to open OnVue through the Task Manager. I've tried, but OnVue still would not open even through Task Manager, my only option was "End Process" which would shut down OnVue completely.
- I reached out Kyle again, explained that OnVue doesn't open through the Task Manager and asked him for help and what would be the next step.
- Two minutes of silence and no response from Kyle. Another minute and the chat has disappeared from the screen. The camera was still ON. I was waiting for 25 minutes, again with no idea what to do. I was expecting a call from Kyle or GMAC, no one called.
- I decided to reboot my computer to try re-initiate the exam. I have completed the registration again and the OnVue recording session started saying I need to wait until the proctor joints.
- OnVue Screen has shut down again a few minutes after the recording session started. I waited 5 minutes hoping someone contact me, but no one did. Since it was already 40 mins past my original exam start time I decided not to try re-attempt the exam again, since I already lost focus and start getting tired.
- I called the Customer Service 4 times from 3 different phones, but every time I start explaining the issue I experienced with the exam and asking to cancel it, "magically" an agent either drops my call or tells she cannot hear me! Absolutely unacceptable for a company like Pearson and services GMAC provides!
The bottom line:
- System test went well;
- My exam session failed due to unknown technical reasons;
- There was no support or even attempt from Pearson to fix the issue. The fact the proctor simply did not even call me is absolutely frustrating.You end up sitting and waiting for nothing happen.
- I do not wish to take the Online GMAT version ever again and demand a full refund please.
Regards,
Arseniy
Posted from my mobile device
I'd like to share a completely failed experience of my attempted Gmat today. This is what I've sent to Pearson and GMAC customer service:
I have attempted to take my Online GMAT today, which was a complete failure due to technical difficulties of unknown nature:
- I completed my system test a day before the exam. Everything worked fine.
- Today, I started my registration 15 mins before the exam. Registration went well, no issues. The OnVue recording session started saying I need to wait for a proctor to join and I need to keep my face within the screen.
- A few minutes later as the screen was ON it has suddenly disappeared, but the camera was ON.
- I was sitting and waiting for a few minutes without any idea what to do. The proctor with name Kyle has initiated the chat, which popped out on the screen. Kyle told me to open the OnVue app again, so I did.
- OnVue opened with a message saying that I cannot run two instances at a time and OnVue is already running.
- I reported to Kyle and he advised to open OnVue through the Task Manager. I've tried, but OnVue still would not open even through Task Manager, my only option was "End Process" which would shut down OnVue completely.
- I reached out Kyle again, explained that OnVue doesn't open through the Task Manager and asked him for help and what would be the next step.
- Two minutes of silence and no response from Kyle. Another minute and the chat has disappeared from the screen. The camera was still ON. I was waiting for 25 minutes, again with no idea what to do. I was expecting a call from Kyle or GMAC, no one called.
- I decided to reboot my computer to try re-initiate the exam. I have completed the registration again and the OnVue recording session started saying I need to wait until the proctor joints.
- OnVue Screen has shut down again a few minutes after the recording session started. I waited 5 minutes hoping someone contact me, but no one did. Since it was already 40 mins past my original exam start time I decided not to try re-attempt the exam again, since I already lost focus and start getting tired.
- I called the Customer Service 4 times from 3 different phones, but every time I start explaining the issue I experienced with the exam and asking to cancel it, "magically" an agent either drops my call or tells she cannot hear me! Absolutely unacceptable for a company like Pearson and services GMAC provides!
The bottom line:
- System test went well;
- My exam session failed due to unknown technical reasons;
- There was no support or even attempt from Pearson to fix the issue. The fact the proctor simply did not even call me is absolutely frustrating.You end up sitting and waiting for nothing happen.
- I do not wish to take the Online GMAT version ever again and demand a full refund please.
Regards,
Arseniy
Posted from my mobile device
21 May 2020, 15:28
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Sorry, Arseniy, to hear of your horrible online GMAT™ experience. At the same time, I cannot say that you are alone, based on other horror stories I have read both in this forum and elsewhere. My guess is that, eventually, you will receive a refund or a voucher to apply toward taking the test again. Granted, I am getting only your side of the story, but if I were this Kyle or these other GMAC™ phone agents, I would be ashamed of my apathetic response.
Best of luck to you, going forward.
- Andrew
Best of luck to you, going forward.
- Andrew
21 May 2020, 18:25
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Sorry to hear about your experience. Such technical issues would definitely have negative impact on the test performance. The proctor should have called you. Thank you for sharing your experience.
