topic Re: Unable to get answer from support in Exams

Unable to get answer from support

FsK — Fri, 22 Dec 2023 11:58:46 GMT

I've been trying to get support for 3 days, about a problem with the exam payment.

After several phone calls, someone finally answered with a brief 'we will call you back' - No calls received

Emails to info-emea@isc2 and adminlearn@isc2 didn't even get an 'email received, we are working on it' reply

The website chat, radio silence too

Is there someone on the other side? How on earth can someone get a reply from ISC2 support?

I am very frustrated and seriously considering giving up on CISSP and moving on to CISM / ISACA right now...

PS: What I did receive was a customer support satisfaction survey... Something is really broken in the process

Re: Unable to get answer from support

Early_Adopter — Fri, 22 Dec 2023 15:00:08 GMT

Hey FSK, sorry to hear that. It might be that the holiday period is elongating things. Maybe if you share the issue here one of the moderators can raise the issue?

Re: Unable to get answer from support

FsK — Fri, 22 Dec 2023 15:11:02 GMT

I was buying the CISSP exam 'peace of mind' offer. I tried several times, different credit/debit cards (with enough credit/funds), kept receiving a 'card declined' message. Checked with my bank, they say everything is working fine on their end, and that at every attempt a 0 USD charge was received, instead of the 948 USD.

Re: Unable to get answer from support

dcontesti — Fri, 22 Dec 2023 22:26:08 GMT

Sorry to hear, let's try asking @AndreaMoore or @Kaity to stick handle internally.

Or you could reach out to the Board (try @dhouser )

Typically, this error is them. I could not pay my fees online and it turned out to be an (ISC)2 error, once I got a live person, the issue was resolved in minutes.

Re: Unable to get answer from support

Early_Adopter — Sat, 23 Dec 2023 01:30:36 GMT

@dcontesti do you envisage the creation of an exam question in which the availability and correct function of the online payment systems is the ultimate responsibility of the board..?

Re: Unable to get answer from support

dhouser — Sat, 23 Dec 2023 02:27:18 GMT

As much as I would love to jump in and help, it's not in members' best interest, because we're volunteers that aren't staffed like Member Services, and tend to give enthusiastic but bad service compared with our professional support staff. In fact, it's against policy: Board Communication Policy (isc2.org) Boards of directors should be "eyes in, fingers out" as a matter of good governance. Interceding w/ support calls is definitely "fingers in", even though I care very much.

Per the policy...

The Board believes that matters dealing with ISC2 general business operations, including certifications, exams, AMFs, and CPE credits, current and future financial results, strategic direction, and similar matters are most appropriately addressed by management. The Board of Directors will not respond to general member inquiries. As such, Member requests related to general business operations should be sent via email to: MemberServices@isc2.org.

-Dan Houser

Re: Unable to get answer from support

dcontesti — Sat, 23 Dec 2023 03:21:42 GMT

Not asking for you to be fingers in, asking that you speak with your one employee and alert them to the fact that Member Services is not responsible. According to the policy that you forwarded "effective communication strengthens the Board’s role as an active, informed, and engaged fiduciary". Fiduciary includes ensuring that management are providing the services that members require.

Additionally, the policy states: Member communications to the Board

General Board oversight, including accounting, controls, auditing and related matters

This is an accounting issue that affects many of us.

You are the Member's rep and were elected on promises that included improving Member Service.

One way to do that is to let management know that there are issues and folks are having issues, still not fingers in.

BTW: Remember WE the members own the organisation

Re: Unable to get answer from support

FsK — Wed, 27 Dec 2023 20:59:24 GMT

Thank you for the replies. I still haven't heard from support, although it's been the weekend, plus Christmas and boxing day.

I tried the web form a while ago, maybe I will have more luck there...

Re: Unable to get answer from support

Kaity — Wed, 03 Jan 2024 13:40:37 GMT

Hello all and happy new year!

We did have a smaller number of staff covering the holiday season and we appreciate everyone's patience.

Re: Unable to get answer from support

Kaity — Wed, 03 Jan 2024 14:54:58 GMT

@FsK - In reviewing your initial post, I suspect your queries may have been delayed in getting a response due to the email addresses you used. Please do check the Contact Us page for the best email addresses, or when in doubt MemberSupport@isc2.org is always available.

https://www.isc2.org/contact-us

Re: Unable to get answer from support

FsK — Wed, 03 Jan 2024 15:53:12 GMT

Thank you @Kaity.

My first step was to call the EMEA support number, which I obtained from the 'contact us' page. All the support I got there was someone saying that they would call back, and this call has not arrived yet.

The info-emea@ email was my assumption that it would be tied to my world region support number dialed as explained above. If this was a wrong address to contact, a reply stating that they could not help would have been appreciated (not a single reply has been received)

The adminlearn@ email is the one that is displayed when the purchase fails: "Please try again, if this error persists please contact us (adminlearn@isc2.org) for assistance" - Also no reply received

The web chat not receiving a reply and closing the conversation is also interesting, since it is only activated when there is an available agent.

All of the above steps happened on December 20.

The only thing that has worked has been filling the online form. We have exchanged several emails trying to explain what happened and asking for screen captures of something that I could not replicate because the 'peace of mind offer' was not available anymore. Now that the offer is again available and the problem persists, I sent the screen capture with the error message and the solution provided has been to call the EMEA support number. Back to square one, two weeks after.

While I understand that the holiday season slows down response times, I think that everyone would agree that the overall support experience is quite poor, and very easily addressable:

- Auto reply in emails: 'Please understand that it's holiday season and replies may take up to 10 business days' - And don't leave emails unanswered after that

- If you say someone that they will receive a call, tell them that it may happen in 10 business days, and it should be in someone's list of pending tasks

- If you detect webchat sessions being closed without interaction from the support side, send an automated follow-up email with instructions

- Above all, do not send customer support satisfaction surveys until the issue has been marked as solved.

I will call the EMEA number again and see if I can finally get my voucher

Re: Unable to get answer from support

Kaity — Wed, 03 Jan 2024 18:24:20 GMT

I understand, @FsK. I apologize for the chat issues you experienced and I will share that information with our manager for that team to look into, as well as the details of the error you are experiencing to ensure you are able to speak with someone from the team.

Re: Unable to get answer from support

FsK — Fri, 12 Jan 2024 11:59:01 GMT

Hello @Kaity and apologies for bringing this up again. I am still unable to get any type of support. It's not that it's good or bad, it's simply non-existing.

I called the EMEA support number on Jan 5: "We will call you back in 10 minutes" - Still waiting

I emailed MemberSupport@isc2.org on Jan 8: No reply for the moment

I called again the EMEA support number on Jan 11: Many apologies, understanding of the situation, but yet again a "we will call you right away" and the calls never arrive

It's surreal that I cannot give ISC2 1000$ no matter how hard I try. Not to mention the faulty payment platform and the lack of support, for an organization this big. It makes me wonder if this is the support received when I'm trying to give you my money, how will it be when I need other more basic things?

Trying to solve this issue since December 20, today is January 12.

Edit: Also tried a dozen times the web chat: nobody at the other side, chat window closes after 15-20 minutes or when I dare to change the focus to another application for more than one minute

Re: Unable to get answer from support

Kaity — Fri, 12 Jan 2024 21:41:15 GMT

Hello @FsK - I've been in touch with several teams today as we look into the issue you are experiencing and try to figure out the best solution.

Re: Unable to get answer from support

FsK — Tue, 16 Jan 2024 15:28:12 GMT

Thank you @Kaity. Finally someone reached out today, but it wasn't needed anymore. I had to fix it on my own by creating a new bank account and getting a new card from another entity, based in another country. Whatever the issue was, I changed as many factors as I could and it finally worked.

Re: Unable to get answer from support

Kaity — Wed, 17 Jan 2024 16:24:15 GMT

I'm sorry you had to do so much to get to complete your purchase. I can assure you I have raised your issue to management.

Re: Unable to get answer from support

dcontesti — Fri, 02 Feb 2024 15:28:24 GMT

@Early_Adopter Not sure why this came up today but to answer your question. NO I would not expect a question on the exam related to the responsibility of the Board in relation to the correct functioning of the online system.

HOWEVER, I do expect that the board (who only have one employee and is responsible for their compensation), to alert that management of a continuing issue with the support system.

Folks seem to forget the Board are the elected members who are supposed to be "Eyes in and Fingers out". SO if there is a continuing issue with Member Support, the Board should be asking their one employee what is being done to correct that issue. And folks also forget that the Members and not management own the organizaiton.

Re: Unable to get answer from support

iamTosin — Sun, 18 Feb 2024 03:07:08 GMT

"Not authorized Not authorized Error: Not authorized You are not authorized to view the page you are trying to reach. If you believe you encountered this page in error, and that you should have access to the resource you are trying to access, contact technical support."

@Kaity Above is the message I got most times I tried logging in to the ISC2 main page with my profile, While I can't access my course content on the course platform... I don't know what is happening; it's not clickable for me to further my self-study. All efforts to reach your support team via mail proved abortive, as no one was replying to my emails, and neither was the chatbot helpful. Kindly help look into this, as I am having my exam in a week and my course is no longer available.

I CAN'T ACCESS MY COURSE CONTENT ON THE PORTAL

iamTosin — Sun, 18 Feb 2024 03:09:49 GMT

Above is the message I got most times I tried logging in to the ISC2 main page with my profile, While I can't access my course content on the course platform... I don't know what is happening; it's not clickable for me to further my self-study. All efforts to reach your support team via mail proved abortive, as no one was replying to my emails, and neither was the chat bot helpful. Kindly help look into this, as I am having my exam in a week and my course is no longer available.

Re: I CAN'T ACCESS MY COURSE CONTENT ON THE PORTAL

Early_Adopter — Sun, 18 Feb 2024 04:17:33 GMT

Try giving them a call:

https://www.isc2.org/contact-us

I was able to get through recently.