Help! The server went down during my GMAT exam on Saturday

Question

The server went down during my break. The proctors told everyone to sit tight and not worry as they were on the phone with GMAT trying to resolve it. Once it was up and running my quant section began, but the clock had been running, so I lost 7.5 minutes. The proctors were of no help. I had to finish and submit the exam, and they just gave me the Pearson customer service number to call on Monday. I've emailed and called multiple times, but the phone lines are down and no one has replied to my emails. It seems from this forum that these technological issues have happened in the past at test centers which I find somewhat ridiculous if this is to be accepted as normal. Does anyone have any advice on how to get in touch with them?

AndrewN · Answer

allymac08  - Sorry to hear about this disastrous experience. I can only imagine how unnerving it would be to lose 7.5 minutes on Quant and then be expected to pick up and take the test like normal. (All your pacing strategies would be out the window, and I can only imagine what your mental state may have been.) I might try to contact GMAC™ as well, since it has the final say in all matters related to the GMAT™. Maybe you can get a voucher or something to retake the exam, even at a partial discount. It is worth a shot at least. Maybe something on this page will be of help:

https://www.gmac.com/service/contact-us

Again, I am sorry to hear of this, and I can imagine how awful I would feel about the matter being unresolved. Best of luck to you, and if you do get through to someone, whether at Pearson or GMAC™, who ends up helping you, please let the community know for future reference.

- Andrew

bb · Answer

Sorry about the issue. GMAC should be able to help you reschedule the test. Unfortunately that’s all that’s left to do....

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EMPOWERgmatRichC · Answer

Hi allymac08,

I'm sorry to hear about the tech issue that you faced on Test Day. Unfortunately, these types of 'glitches' sometimes happen. That having been said, Testing Facilities are expected to provide fair, reasonable testing conditions - and it does not seem that that happened here. If what you describe is accurate, then you have a reasonable case to ask for a free retest (and there's a good chance that you'll receive one IF you take the necessary steps to lodge a complaint and follow-through).

The first step is to get ahold of Customer Service over the phone and formally complain. There will likely be an internal investigation (to make sure that everything occurred the way that you say it did) - and that can sometimes take up to a few weeks. Unfortunately, since you completed your Exam, you're going to have to wait 16 days to retest regardless of what happens next.

1) What was your Unofficial Score (including the Quant and Verbal Scaled Scores)?
2) What is your Goal Score? 
3) When are you planning to apply to Business School?

GMAT assassins aren't born, they're made,
Rich

mykrasovski · Answer

Hi allymac08 , Sorry to hear about your experience, which has been pretty terrible. I suggest that you contact GMAC via the form that you can find at https://www.mba.com/service/contact-us. I believe if one fills out the form the ticket is created and GMAC will come back to you. I had a good experience using the form: I got a reply within 5-7 business days after submitting my query. I am quite positive you can expect the discount for your next attempt or even have your attempt annulled. Good luck!

ScottTargetTestPrep · Answer

Hi allymac08,

That really stinks. As has been said, the only thing left to do is to call GMAC. I’m sure that GMAC will provide a free retake. If you need any further advice, feel free to reach out.

freedom128 · Answer

Dear amac3408

I think we all agree that losing 7m30s is truly horrible experience. As we (including gmat) are in holiday season, the wait may even be longer.

Use https://www.mba.com/service/contact-us. If you fill out the form, the ticket will be created and GMAC will come back to you within 5-7 business days after submission.

Good luck!

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Help! The server went down during my GMAT exam on Saturday

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