GMAT Center issue: Should I complain?

Question

Hi all,

So I took my GMAT today and had a hitch on the way.

There was some issue with the computer login after the IR section at the start of the quant section. I returned to my seat with about 4 minutes left on the clock. However, I the proctor was not able to log me in into the computer successfully after the break due to some error with the authentication service. He had to go out of the room and fix it. The time taken extended beyond the 8 minute break and took up about 3 minutes of my quant section. So basically I had to start my quant section with 72 minutes time remaining despite the fact that I was back in my seat on time and the delay was purely due to the issue with the center.

Though it didn't have a drastic effect, I did get a bit nervous due to the lost time and I believe I might have made a mistake early on in the section and I also had to rush a bit at the end. I believe this might have led to a slight fall in my quant score. I have usually been scoring 51 consistently in the mocks, but I ended up with a Q50.

The nervousness probably stayed along and I ended up with a score about 20 points below what I was scoring on GMATPrep mocks. Given an option, I wouldn't mind retaking the test.

So I have a few questions in this regard
1. If I raise a complain about this what are the chances of me getting a reschedule?
2. Within how many days do I have to raise the issue?
3. Do I just have to write a mail to pearsonvue or is there any alternate or additional step that needs to be done too?

nishantd88 · Answer

Hi all,

So I took my GMAT today and had a hitch on the way.

There was some issue with the computer login after the IR section at the start of the quant section. I returned to my seat with about 4 minutes left on the clock. However, I the proctor was not able to log me in into the computer successfully after the break due to some error with the authentication service. He had to go out of the room and fix it. The time taken extended beyond the 8 minute break and took up about 3 minutes of my quant section. So basically I had to start my quant section with 72 minutes time remaining despite the fact that I was back in my seat on time and the delay was purely due to the issue with the center.

Though it didn't have a drastic effect, I did get a bit nervous due to the lost time and I believe I might have made a mistake early on in the section and I also had to rush a bit at the end. I believe this might have led to a slight fall in my quant score. I have usually been scoring 51 consistently in the mocks, but I ended up with a Q50.

The nervousness probably stayed along and I ended up with a score about 20 points below what I was scoring on GMATPrep mocks. Given an option, I wouldn't mind retaking the test.

So I have a few questions in this regard
1. If I raise a complain about this what are the chances of me getting a reschedule?
2. Within how many days do I have to raise the issue?
3. Do I just have to write a mail to pearsonvue or is there any alternate or additional step that needs to be done too?

bb · Answer

Sorry to hear about the issue. GMAC has a process for reporting disruptions. I would not wait and report it right away. There is a chance they will grant you a free retake but there is also a chance they won't (unfortunately). Source: https://www.mba.com/~/media/Files/mba2/t ... f?la=en-US As to the Q50 vs. Q51 - that's a matter of luck sometimes. You may miss just 1 or 2 questions on the entire test and only get a Q50. It just happens.... Good Luck! BB

nishantd88 · Answer

Thanks for the information.

Just to understand the scenario a bit clearly, if I indeed do get the option to reschedule will my previous score be overwritten? Or will the rescheduled one be counted as a second attempt?

bb · Answer

It is kind of irrelevant since you can cancel the score and it won't show up. But even if it does schools take the highest one.

Usually your other score will be added. GMAC does not overwrite scores. All attempts are recorded.

Sent from my iPhone using GMAT Club Forum

AjiteshArun · Answer

GMAT policy states that one reason to get in touch with customer support is if you lose "exam time". If you really want to take the exam again, you can call or email Pearson VUE customer support and raise this issue (no other step is required, has to be done within 1 month). I'm just a little concerned that they might say that you should have lodged a complaint at the center itself. They've done that many times for test takers with valid concerns.

As for your score, keep in mind that a 20-30 point difference is expected, as there's no guarantee that you'll get exactly the same score on the GMAT as on the GMATPreps.

bb · Answer

nishantd88 , Don't double-post please. It wastes people's time who are trying to help you. You got 2 replies that are virtually identical and made 2 people type them up while we could have helped someone else.

AjiteshArun · Answer

A little input on this: students who have gone through this process report that the earlier attempt is cancelled. In other words, the attempt is recorded but the score is no longer usable.

nishantd88 · Answer

But will the first score be visible to the schools even if they can't use it? I am fine if the retake shows as a second attempt as long as the scores of the cancelled attempt are also visible. Or if the report says that the first score was cancelled because of a test center issue.
If that isn't the case and a simple cancelled attempt is registered then I guess schools can end up assuming it was a low score.

AjiteshArun · Answer

No, the first score will not be visible. If a test is cancelled for this reason, the scores will not be available, but the school will see that a test was taken on that day. The code will indicate the reason, so you shouldn't worry about that. Schools don't really have the time and patience to analyze to any significant extent what your (cancelled) score could have been.

nishantd88 · Answer

So here's the final update. I have been offered a retake and my first score will not be revoked. Here's the text of the e-mail from GMAC.

"Dear Nishant,

Thank you for contacting Pearson VUE GMAT Customer Service.

We apologize for the inconvenience caused to you at the test center. As a Customer Service gesture, we would like to offer you a new exam at no cost. This offer is valid for one year from the last exam taken. The score of the exam taken will not be revoked and retake policy need to adhere. The case number for your reference is xxxxxxxx. The case is the way of keeping track of the situation. You must call the customer care to schedule the exam.

Please visit the link below to find our phone contacts in your region and an experienced GMAT Candidate Support Specialist there will be able to assist you further: Contact Us at mba.com

If you have any further questions, please contact us again.

With Kind Regards,
 
GMAT APAC Customer Service Team 
Customer Support Specialist
Pearson VUE "

yogitabhadale · Answer

Hi, nishantd88 
 Yogita here.I would like to share my experience here which is quiet similar that of yours. Yesterday December 4rth 2019 was my GMAT appointment at pearson center kharadi, Pune. All of the candidates who booked for same date were present at the center but there was some technical issue at the center so they asked us to wait till 8:30 am and after that we were informed that we cant take the test as issue was not resolved. I thought now atlest they will provide some kind of solution but I ws wrong. Literaly those people at Pearson center asked us to contact cx care and to request for cancellation of exam on our own. They told us that after cancellation our money will be refunded and then again we need to register for exam. 
I felt like why the hell I had registerd for GMAT. 
 Now, neither customer care nor Pearson Center's representative is responding. My money, time , patience everything that I spent is wasted. Can anyone tell me how and where to complain about this?

Posted from my mobile device

nishantd88 · Answer

I hope you have dropped an email? They take some time to reply. In my case it was around 4-5 days.
You can try calling as well and see. But email is where you get a proper resolution. On phone, they would be a bit reluctant to commit something as they might have to check with their manager before offering a re-test or refund.

yogitabhadale · Answer

Hi  nishantd88 
 Thanks for the reply. Yes, I have dropped the sevaral mails. First they replied and asked for details like gmat id, reg number, mail id and contact number. The mail stated, "We are happy to assist you. Please send the details so that we can start the process." I sent all the required details and waited till today. And guess what again one rubbish mail appeared in my inbox today stating that , " We are sorry for the inconvinience but we cant cancel your appointment via gmail please contact our customer care number. " Its really irritating. Now neither phone call is getting connected nor the mail is getting addressed. I think Pearson dont want to refund my money.

Posted from my mobile device

ishitaagarwal59 · Answer

Hey,

I also faced an issue in my exam. A question which was supposed to be based on table didn't show the table. I raised a complaint there and then. 
Since it was in the first section itself, I ended up wasting a lot of time (in rechecking, complaining and panicking) and in the optional break too.

On calling the customer care, they said that I will be notified via email. 
I am hoping to receive an appropriate response from the gmac team and not just an apology however sincere it may be:)

Posted from my mobile device

GmatKnightTutor · Answer

Hopefully, you'll be offered a voucher for a free retake. If the correspondence turns to email, it might be helpful to mention the approximate moment you raised your complaint during the exam, for example: "...around Question 5 on the Verbal section which I gave first."

ishitaagarwal59 · Answer

That's a useful tip. 
The Pearson Vue team reported it to their customer centre from where I received a mail that I will to connect with GMAC team now. 
Will it be fine to report after 2-3 days of the exam ?

EMPOWERgmatRichC · Answer

Hi ishitaagarwal59, A 2-3 day delay shouldn't be an issue, but these types of irregularities/issues always require an 'investigation' - and that can sometimes take time. As such, it might be up to several weeks before you hear back about this complaint (regardless of what the response actually is). GMAT assassins aren't born, they're made, Rich Contact Rich at: Rich.C@empowergmat.com

ScottTargetTestPrep · Answer

Hi ishitaagarwal59,

Let us know when you get a response from someone at GMAC.

natheodore · Answer

Hey, I faced the same issue too. Has GMAC replied you on your query?

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GMAT Center issue: Should I complain?

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