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29 Jan 2018, 21:38
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I appeared for GMAT last month and had a horrible experience. I complained the night I came back from the test after recovering from the nasty headache test center gave me and have still not heard back from GMAT with a proper resolution to the issue. I need suggestions to get my case escalated with GMAC/Pearson. Here is a summary of the issues and I will try to avoid specific details of identification to avoid violating any terms.
1- My formal test center was titled say 'TESTCENTER, CITY' where city is a different neighboring city, and not my native city. I had to use Google maps on test day only to be taken to the old campus of that institution before I found out the error and went to the correct address. They did not bother removing their old premises off Google maps and it still shows as the first one in a Google maps search. I took screenshots and sent to the complaint email address only to be told that I did not need to search as the exact address was listed. How can I tell them I do not know all streets in a city of 2 million inhabitants, especially when I do not belong to that city. I needed an aide and I cannot think of anything other than Google Maps.
2- The place where they take your picture and palm prints had a UPS on the table right across the chair where they sit you with overheated lead acid batteries that were giving off pretty strong acid fumes. This gave me a strong headache as it was not sealed from the actual test room where you sit for the test. As to the question, how I knew batteries were overheated? Well, I work in data center industry and of course in a country plagued with power issues where UPS systems with lead acid batteries are common. When batteries get old or the UPS is faulty, batteries overheat and acid fumes often fill the air. I have seen this many times before so I immediately notified the test center administrator only to encounter indifference as if it was a non-issue. I touched the battery to confirm and yes it was overheated.
Pearson responded with a generic rebuff telling me how UPS are 'usually' covered and in a safe place. I certainly did not need a reminder how they are 'supposed to be' covered but an investigation into my claim and a resolution. This is of course the place where you've already left your belongings and phone so you cannot even record or take pictures. This claim has not been specifically addressed as to what they did to investigate and what they found.
3- Mouse was faulty and mouse pad skin was flaky. I had it replaced once only to receive another one that was not up to the mark but with 5 days left in R2 deadlines and no formal scores, I figured I should try to make this work.
4- The pens were not working and plastic graph paper sheet was so scratchy and dusty that it had gone hazy. I could have worked with the sheet if only the pen worked so I had the pens replaced once. The replacement ones worked for a bit and then stopped working. I found out every time I put them aside and picked them up, I had to struggle to get them running again as if they had dried up. I improvised and kept drawing random stuff on paper on the side for quite a bit of the actual exam time and when I complained, it was rebuffed saying I did not raise such a concern. Well I already had them replaced once and what could I have done other than actively look at the camera to point to my struggle. There is ample video evidence of this but nobody is alluding to it which is frustrating. If they look at the 3+ hours of evidence and tell me well we investigated, it would be less frustrating.
5 - i - Toilet during break was outside the actual premises of the test center outside the digitally locked entrance of the test institution. When I went to the toilet during the break, I had to ask the reception staff to open the digitally locked door from his desk and repeat the process coming back in. It wasn't a killer blow but of course an inexplicable inconvenience. This was the least of the issues.
5 - ii - The conditions of the toilet were horrible as in post apocalyptic movie toilet bad, and there was no toilet paper. After the test I took my phone back, took pictures (There could be no monitoring as it was outside the gmat test premises) and sent them to the complaint address only to be given another canned response "we make sure toilets are renovated". Well of course that is the policy but they didn't bother directly addressing the picture evidence and telling me these were renovated. I have those pictures and would be happy to prove my claim but I am avoiding this for fear of violating some fine print in some policy, and of course grossing people out here.
Multiple calls on the helpline, emails, pictures of the horrendous condition of the toilets, and pleading with them to escalate and expedite the request, have largely been ignored and R2 deadlines are already long lapsed. My frustration boiled over when the staff at Pearson responded back saying 'We will not refund you $250' when I made no single request for a refund. This also shows how my request was projected and extrapolated based on their prejudged assertion rather than on the merits of the claims. I wanted a test retake under fair conditions.
I am disappointed and not sure what to do. Is there any avenue for me to escalate my request and has anyone experienced similar issues. I certainly am happy to pay for another attempt if the previous attempt can be wiped off my scores and more importantly, the center removed from the list of designated GMAT test centers before a thorough investigation is carried out into the horrible conditions there. The fact that I scored 700+ in all 3 official mocks (2 free and 1 exam pack test) but managed to score less than 700 in the actual test makes it all the more frustrating.
bb Bunuel souvik101990 mikemcgarry chetan2u VeritasPrepKarishma EgmatQuantExpert (I actually subscribed for e-gmat verbal).
1- My formal test center was titled say 'TESTCENTER, CITY' where city is a different neighboring city, and not my native city. I had to use Google maps on test day only to be taken to the old campus of that institution before I found out the error and went to the correct address. They did not bother removing their old premises off Google maps and it still shows as the first one in a Google maps search. I took screenshots and sent to the complaint email address only to be told that I did not need to search as the exact address was listed. How can I tell them I do not know all streets in a city of 2 million inhabitants, especially when I do not belong to that city. I needed an aide and I cannot think of anything other than Google Maps.
2- The place where they take your picture and palm prints had a UPS on the table right across the chair where they sit you with overheated lead acid batteries that were giving off pretty strong acid fumes. This gave me a strong headache as it was not sealed from the actual test room where you sit for the test. As to the question, how I knew batteries were overheated? Well, I work in data center industry and of course in a country plagued with power issues where UPS systems with lead acid batteries are common. When batteries get old or the UPS is faulty, batteries overheat and acid fumes often fill the air. I have seen this many times before so I immediately notified the test center administrator only to encounter indifference as if it was a non-issue. I touched the battery to confirm and yes it was overheated.
Pearson responded with a generic rebuff telling me how UPS are 'usually' covered and in a safe place. I certainly did not need a reminder how they are 'supposed to be' covered but an investigation into my claim and a resolution. This is of course the place where you've already left your belongings and phone so you cannot even record or take pictures. This claim has not been specifically addressed as to what they did to investigate and what they found.
3- Mouse was faulty and mouse pad skin was flaky. I had it replaced once only to receive another one that was not up to the mark but with 5 days left in R2 deadlines and no formal scores, I figured I should try to make this work.
4- The pens were not working and plastic graph paper sheet was so scratchy and dusty that it had gone hazy. I could have worked with the sheet if only the pen worked so I had the pens replaced once. The replacement ones worked for a bit and then stopped working. I found out every time I put them aside and picked them up, I had to struggle to get them running again as if they had dried up. I improvised and kept drawing random stuff on paper on the side for quite a bit of the actual exam time and when I complained, it was rebuffed saying I did not raise such a concern. Well I already had them replaced once and what could I have done other than actively look at the camera to point to my struggle. There is ample video evidence of this but nobody is alluding to it which is frustrating. If they look at the 3+ hours of evidence and tell me well we investigated, it would be less frustrating.
5 - i - Toilet during break was outside the actual premises of the test center outside the digitally locked entrance of the test institution. When I went to the toilet during the break, I had to ask the reception staff to open the digitally locked door from his desk and repeat the process coming back in. It wasn't a killer blow but of course an inexplicable inconvenience. This was the least of the issues.
5 - ii - The conditions of the toilet were horrible as in post apocalyptic movie toilet bad, and there was no toilet paper. After the test I took my phone back, took pictures (There could be no monitoring as it was outside the gmat test premises) and sent them to the complaint address only to be given another canned response "we make sure toilets are renovated". Well of course that is the policy but they didn't bother directly addressing the picture evidence and telling me these were renovated. I have those pictures and would be happy to prove my claim but I am avoiding this for fear of violating some fine print in some policy, and of course grossing people out here.
Multiple calls on the helpline, emails, pictures of the horrendous condition of the toilets, and pleading with them to escalate and expedite the request, have largely been ignored and R2 deadlines are already long lapsed. My frustration boiled over when the staff at Pearson responded back saying 'We will not refund you $250' when I made no single request for a refund. This also shows how my request was projected and extrapolated based on their prejudged assertion rather than on the merits of the claims. I wanted a test retake under fair conditions.
I am disappointed and not sure what to do. Is there any avenue for me to escalate my request and has anyone experienced similar issues. I certainly am happy to pay for another attempt if the previous attempt can be wiped off my scores and more importantly, the center removed from the list of designated GMAT test centers before a thorough investigation is carried out into the horrible conditions there. The fact that I scored 700+ in all 3 official mocks (2 free and 1 exam pack test) but managed to score less than 700 in the actual test makes it all the more frustrating.
bb Bunuel souvik101990 mikemcgarry chetan2u VeritasPrepKarishma EgmatQuantExpert (I actually subscribed for e-gmat verbal).
29 Jan 2018, 22:33
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Sorry to hear about it. You should definitely bring it up to the attention of the OfficialGMAT and get them informed. If anything at least about their partner about improving the future test experience but also alert them about safety and other border-line policies. They have just started participating last week (again after taking a break) - would recommend reaching out to them.
Sorry about the experience and thanks for posting!
Sorry about the experience and thanks for posting!
30 Jan 2018, 06:21
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Sorry to heat that. I know what you have passed through as I was in same situation but in another test. But i advise you not only contact official GMAT here but also send official email to them stating all the above and how it affected you. The more you explain, the better you may got from them.
Good luck and keep it up
Good luck and keep it up
