It is possible contacting Pearson VUE on the phone these days?

Question

Afternoon,

I have been trying to reach Pearson VUE on the phone all day, after multiple problems and delays with their email management, I started calling them today to the UK phone: +44 (0) 161 855 7219

I called 8 times trying different variations but always when seemed that I was put on wait for an agent, at the second tone the machine will hang up on me. I tried just hearing the 1' 20" initial speech while waiting for an agent to be available, tried dialing 6 to go directly to my issue resolution, I even went through the 3' long process of option 1 for scheduling a test on the phone to see if that way I could speak to anyone.

Sadly it has not worked, I was lucky on the chat this afternoon and a really nice guy managed most of my issue but told me that I would need anyway a call to provide my credit card details for the refund (that a supervisor already approved so it would be a short call).

I have been trying again to call, and after 10 calls I am quite disappointed, I used different phones and numbers to call from, all with the same outcome, luckily now each trial call costs me under .5€, but I do not see how I can get in touch with them in the short term

Any suggestions? I was thinking on calling another region number, but maybe they cannot process my request as I am registered from Spain.

Thanks in advance,
Pablo

Any suggestions? I was thinking on calling another region number, but maybe they cannot process my request as I am registered from Spain. Thanks in advance, Pablo

pabpinor · Answer

No, I called yesterday like 20 times with the same outcome, today they have not opened yet so I just got the message that they are still closed. What surprised me is that even the paid services were not working, I assume that if the wait time is too long they may be hanging up in order to save us a huge phone bill (until a few months ago an hour would go up to around 150€). The problem is that if they cannot manage the calls they get when they get them would be better to collect the customer's phones and return the calls at their convenience. I will try again later

Regards, Pablo

pabpinor · Answer

Same issue than yesterday, already called 5 times today... I believe either they have a glitch or they have no agents in that line

I will email them, but I know that it may take months till they will get someone to call me. Will post here the result. Regards, Pablo

RaiM · Answer

I am in India. I have been calling them since 5th June, 2020 as my online GMAT test was unsuccesful.
There are no agents and the IVR keeps on repeating itself

ajay94 · Answer

Hey. It's frustrating trying to reach them. I've had to wait 20-30 minutes on hold before I was connected to an agent. I am from India too.
So yeah, if you wait long enough, an agent will come through

pabpinor · Answer

The issue now is that you cannot be on hold for 20-30' I would have but they hang up on you after the 2nd tone when you are placed on wait for an agent.

I will keep trying...

Regards,
Pablo

blackbirdsr71 · Answer

Hey ajay94 , RaiM , any luck with their customer service? My proctor didnt show up for >80 minutes so and my test got cancelled and I put up a query with PearsonVue but nobody has responded to the same in 4 days. Looks like my 236USD is gone

Also, which no. did you guys use to call from India?

pabpinor · Answer

I will call again on Monday... hopefully I can get in touch with someone but I do believe they will be having the same issue than last week.

ajay94 · Answer

A couple of months ago, things used to be good. You would get connected to an agent within 2 minutes.

But starting last month, their customer service has become terrible. I made 2 calls to them last month, and both times I was made to wait 20-30 minutes on hold before an Agent picked up the phone. The number I used to call was this: +91-120-4397830

pabpinor · Answer

Hey, new update!

Not good news yet but not completely bad neither.

I was able just now to hold on a Pearson Vue Agent, for the first time the phone system did not hung on me on the 2nd ringtone, I got a long extra message saying something about the inability to provide extra slots (seems they are getting tons of calls from people trying to get an Online GMAT spot at their preferred time and date and that is just not possible).

After 12' on wait an agent picked up, but sadly he informed me that their systems are down so they cannot do anything, he asked me to call back in an hour... will update you if it finally works.

Regards,
Pablo

pabpinor · Answer

I was so dumb to believe that the worst customer service ever would be able to handle anything...

The story, I called again, this time wait time was 20' but an agent got me and verified my identity.
I explained the issue but the agent didn't seem to understand much (the chat agent had told me that the refund was ready to issue and they just needed my credit card details), so put me on hold for +10' to review with the coordinator.
After that she comes back saying that I did not pay for the exam, they have a really crappy system with little detail so the agents either lie to take you off their back or have the **** information and options ever. I had to argue and luckily I found my payment invoice with the payment details, etc so the agent believed me and proceeded to put me on hold again to check with the supervisor.
After +20' she came back and told me that the system didn't let her initiate the refund and she or her supervisor did not know why, so I just have to email them and offered me to talk to the supervisor.

After +45' on hold the supervisor never showed up and they hung on me at 2h 15' of call, so I have been +2h in a useless international call with less light than before. I will send an email but I'm going to check with a lawyer how to sue them and claim damages if GMAC would dedicate on improving their customer service a fraction of what they put on creating the questions, they would be much more efficient and will save us (and them) tons of wasted hours.

Regards,
Pablo

pabpinor · Answer

I have to add that I finally managed (after several subsequent calls) to get another agent that was kind of helpful, did not provide the solution to the problem I had but he was able to compensate.

I guess it is a matter of trying, their system is not defined to make it easy...

Regards,
Pablo

adityaganjoo · Answer

11-05-2021 : I emailed them. They replied asking me to call on the Customer Service number.
I am on call from last 55 minutes, still waiting to connect to the Customer Service executive. I shall post the results, if any.

P.S: I am from India

bb · Answer

😢 I have had an issue with their store provider ask.net on Sat. Emailed them too and have yet to hear…. But it’s been taking longer these days.

Posted from my mobile device

adityaganjoo · Answer

Update: 11-05-2021 19:16h Indian Standard Time

After first attempt at 9:30 AM with 1 hour 8 minutes waiting time and no luck with the agent, I emailed them the screenshot of the waiting time, requesting the resolution on email itself.
Called them again at around 11:30 AM. Waited for 30 min. Could not connect to the agent.
Again, called them at around 3:20 PM. Waited for 10 minutes. No agent was assigned.
Called at 7:20 PM. Office closed.

So basically, strict lockdown has been imposed in my town due to Covid-19, and I have no information whether the exam shall be conducted as per schedule. I emailed them. They reverted, asking me to call on the helpline. I called multiple times, but no one responded.

Now I have no option but to spend $100 to reschedule my exam

bb · Answer

Sorry about that

I think you can try to post it on twitter. They have been known to be concerned about their PR P.S. My issue with the mba.com store purchase did get resolved this morning (took 1 business day basically) but it is a third party provider so not related to Pearson or GMAC really.

Ranasaymon · Answer

I took my GMAT exam on March. The PC was switched of during my exam for 4-5 minutes. I emailed the authority, and they responded me after two weeks. After giving couple of emails and waiting for almost one month, I was informed that I am allowed to take another exam at a reduced fee. But I need to confirm my registration through phone. I have been trying to reach for almost three weeks. I am really disappointed. I called them at different time period of day for three weeks, but nobody responded. I don't know, what I can do now.

adityaganjoo · Answer

bb : great to know that it was resolved.

Sure, Twitter would be the last option, if this does not work out. Thanks! Posted from my mobile device

adityaganjoo · Answer

If they are not responding even to the emails, try whay bb recommends. Complaint on Social Media works most of the times

Posted from my mobile device

NeelP2021 · Answer

Yes, they picked up my call few days back. U called their EMEA office

Posted from my mobile device

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It is possible contacting Pearson VUE on the phone these days?

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