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GMAT Center issue: Should I complain?

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GMAT Center issue: Should I complain?  [#permalink]

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New post 17 May 2017, 10:55
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?
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GMAT Center issue: Should I complain?  [#permalink]

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New post 17 May 2017, 11:13
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?
_________________
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Debrief: https://gmatclub.com/forum/first-attempt-750-q50-v40-ir-8-awa-245721.html
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Re: GMAT Center issue: Should I complain?  [#permalink]

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New post 17 May 2017, 15:23
1
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).

Quote:
If you experienced a disruption on test day and believe it affected your performance,
report the incident in person at the test center, or by email, fax, or mail within 30 days of
your exam date. Include “Attention: GMAT Complaints” in your communication. We will
research your concern as quickly as possible and provide you with a response.
The following are actions we may take at our discretion. They are the only available remedies:
1. If we confirm a problem with your registration, your testing experience, or within
the exam you received, we will make reasonable efforts to correct the problem.
2. If we cannot correct the error, you may reschedule your exam at no additional
cost or request a refund.

Source: http://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
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Re: GMAT Center issue: Should I complain?  [#permalink]

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New post 17 May 2017, 18:56
bb wrote:
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).

Quote:
If you experienced a disruption on test day and believe it affected your performance,
report the incident in person at the test center, or by email, fax, or mail within 30 days of
your exam date. Include “Attention: GMAT Complaints” in your communication. We will
research your concern as quickly as possible and provide you with a response.
The following are actions we may take at our discretion. They are the only available remedies:
1. If we confirm a problem with your registration, your testing experience, or within
the exam you received, we will make reasonable efforts to correct the problem.
2. If we cannot correct the error, you may reschedule your exam at no additional
cost or request a refund.

Source: http://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

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?
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Re: GMAT Center issue: Should I complain?  [#permalink]

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New post 17 May 2017, 19:30
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.


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Re: GMAT Center issue: Should I complain?  [#permalink]

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New post 17 May 2017, 22:17
2
nishantd88 wrote:
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?
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.
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GMAT Center issue: Should I complain?  [#permalink]

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New post 17 May 2017, 23:08
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.
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Re: GMAT Center issue: Should I complain?  [#permalink]

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New post 18 May 2017, 00:37
1
bb wrote:
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.
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.
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Re: GMAT Center issue: Should I complain?  [#permalink]

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New post 19 May 2017, 01:22
AjiteshArun wrote:
bb wrote:
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.
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.

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.
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Re: GMAT Center issue: Should I complain?  [#permalink]

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New post 19 May 2017, 04:39
1
nishantd88 wrote:
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.
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.
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GMAT Center issue: Should I complain?  [#permalink]

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New post 05 Jun 2017, 04:08
1
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,
[Name deleted]
GMAT APAC Customer Service Team
Customer Support Specialist
Pearson VUE "
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GMAT Center issue: Should I complain?   [#permalink] 05 Jun 2017, 04:08
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