topic Re: No Response from ISC(2), I do not think they care in Member Support

No Response from ISC(2)

cbp0229 — Wed, 06 Feb 2019 16:17:15 GMT

Hello,

I have had the occasion to write to membersupport@isc2.org twice since becoming a member in December 2018. They did not respond to either of my inquiries. I checked my"Junk" folder to ensure the messsages did not end up there. I realize I have the option of calling, but at those particular times it was more convienent for me to write as I was on a plane in-flight. It's kind of annoying that I didn't get a response. I have not had an issue with anyone else receiving my emails - at least not that I am aware of.

Re: No Response from ISC(2)

amandavanceISC2 — Wed, 06 Feb 2019 16:47:17 GMT

@cbp0229 Thank you for reaching out. After reviewing our records, I can confirm that I personally emailed you back on your first email dated December 14, 2018 regarding your endorsement (same day the email was received). Since you did not receive that message, I have forwarded it to your primary email on file. I also see the second email you are referencing was just sent on Monday, February 4, 2019. Please keep in mind, Member Services has three business days to respond to all inquiries. I will pull your email and respond to you now.

Best Regards,

Amanda Vance

Re: No Response from ISC(2)

cbp0229 — Wed, 06 Feb 2019 19:13:33 GMT

Amanda,

Thanks for your reply. According to your reply, you said you would forward previous email and reply to my other request. I have not received either as of yet. I am receiving emails from friends, my bank, and even ISC(2) with the subject "(FREE WEBINAR) Part 2: Automating Security Response at Scale". In addition I have received other ISC(2) promotional emails for quite a while and almost daily. I do not know why I can't receive emails from your Members Support area. Again, checked my spam folder - nothing from ISC(2).

Re: No Response from ISC(2)

cbp0229 — Wed, 06 Feb 2019 19:22:48 GMT

Update: Just got one email!

Re: No Response from ISC(2)

cbp0229 — Wed, 06 Feb 2019 19:29:26 GMT

Got second email - just a delay I guess. Anyway, thanks for resolving my issues! I appreciate your help!

Re: No Response from ISC(2)

amandavanceISC2 — Wed, 06 Feb 2019 20:01:32 GMT

@cbp0229 It is my pleasure! Please feel free to reach out to me directly at any time!

- Amanda Vance

Re: No Response from ISC(2), I do not think they care

Shahid_Ch — Wed, 22 May 2019 15:54:43 GMT

I have the same issue, sent an email regarding my CISSP exam appeal, I have sent first email on May 12, 2019 waited and waited but no response, now sent the second email to remind them on May 18 , still no response. I checked the spam folder and everything but negative. If the response to my appeal is this poor what should I expect from the appeal result? Please someone give me a hope about their credibility.

Re: No Response from ISC(2), I do not think they care

AlecTrevelyan — Thu, 23 May 2019 08:43:07 GMT

@Shahid_Ch wrote:
I have the same issue, sent an email regarding my CISSP exam appeal, I have sent first email on May 12, 2019 waited and waited but no response, now sent the second email to remind them on May 18 , still no response. I checked the spam folder and everything but negative. If the response to my appeal is this poor what should I expect from the appeal result? Please someone give me a hope about their credibility.

Did you follow the proper appeals process set out here?

https://www.isc2.org/Contact-Us#accordion-1427f94f22f84b5aa6ccbaac84116cdd

"Examination Score Review and Item Questions: No re-scoring of your examination is available.For questions regarding exam items and content, please use the Contact Us online form and select “Complaint” as the topic.You must be prepared to present a cogent, vigorous, and compelling defense of your incorrect responses. As a reminder, public discussion of specific exam items or content is not allowed due to the NDA and (ISC)² Code of Ethics."

It's hard to say how well your appeal will be received given you have provided no details as to why you feel you have cause to appeal, but as stated above "you need to be prepared to present a cogent, vigorous, and compelling defense of your incorrect responses".

If your appeal is based on issues you encountered at the test centre potentially causing you to give incorrect answers, you might also find additional information in the exam policies and procedures that might be of assistance:

https://www.isc2.org/Register-for-Exam#accordion-a4e681b65dfa428996b5b1a53721c643

Good luck!

Re: No Response from ISC(2), I do not think they care

Shahid_Ch — Thu, 23 May 2019 17:26:26 GMT

Yes, I followed that, there is nothing much in it. Just a email address who you send the appeal membersupport@isc2.org. The query form is for general customer support, not specific for appeal. By the way they should have at least acknowledge it even if it was wrongly submitted.

Re: No Response from ISC(2), I do not think they care

rslade — Thu, 23 May 2019 18:06:53 GMT

> Subject: Re: No Response from ISC(2), I do not think they care

Unfortunately, I think that is likely.

> Please
> someone give me a hope about their credibility.

Sorry, we all have stories of lo-o-o-o-o-o-ong delays in getting any response from
ISC2 and th Powers-That-Be. (Hey, @Samantha_O and @amandavance, what
about changing the Hot Topics default to "Recent Activity"?) (Sorry, that's an
old in-joke: we first raised the issue about a year ago, so ...)

You'd think that, being responsbile for the "community," @Samantha_O and
@amandavance would be Johnny-on-the-spot about complaints like this, but, as
you can see, you don't get a response until one of us mentions them.

====================== (quote inserted randomly by Pegasus Mailer)
rslade@vcn.bc.ca slade@victoria.tc.ca rslade@computercrime.org
Television - a medium. So called because it is neither rare nor
well-done. - Ernie Kovacs
victoria.tc.ca/techrev/rms.htm http://twitter.com/rslade
http://blogs.securiteam.com/index.php/archives/author/p1/
https://is.gd/RotlWB

Re: No Response from ISC(2), I do not think they care

amandavanceISC2 — Thu, 23 May 2019 22:32:19 GMT

@Shahid_Ch Please email me directly with any issues and I will be happy to assist. Please use your primary email on file and your member ID number.

Best Regards,

Amanda Vance

avance@isc2.org

Re: No Response from ISC(2), I do not think they care

Shannon — Fri, 24 May 2019 03:19:26 GMT

@Shahid_Ch, also ensure that you've kept records of all your correspondence with them during the appeal process --- such as emails, chat transcripts, etc --- 'coz you'd want to facilitate it to show that you didn't get a timely / satisfactory response. Present what you've got with a time-line, to emphasize on it. Good luck...

Re: No Response from ISC(2), I do not think they care

ScottNicholson — Mon, 27 May 2019 05:00:49 GMT

I'm going to air in on this as well...I emailed membersupport@isc2.org on 8 May 2019 regarding the status of my CAP exam, endorsement, and certification approval timeline. As of this post, no response.

The impetus behind my email was due to an inquiry from from my DoD KO and COR (contracting officer/rep) as to when my certification would be approved...the certification is a DoD contract requirement under 8140.01 and 8570.01-M for an IAM Level II role. Needless to state, telling my KO/COR I do not not have a response from (ISC)2 is not the most comfortable conversation, especially when my contract CPARS ratings are just a few days away. To top it off, I have an RMF ATO pending approval in the next 1 - 2 weeks for a system owned and operated by my company on behalf of DoD.

While I can appreciate that the exam review and endorsement process can take a bit of time, what I cannot understand is why a simple acknowledgement of my email could not occur within 24 hours.

Scott

Re: No Response from ISC(2), I do not think they care

AlecTrevelyan — Mon, 27 May 2019 06:44:29 GMT

I won't even waste my time trying to contact ISC2 using the generic member support email. The mailbox must be overflowing with people complaining about the multitude of issues ISC2's systems are currently experiencing. Since they removed the support chat function from the member portal you really need to call them and persevere with trying to speak with someone directly - leaving a voicemail gets the same level of response as emailing them.

Alternatively, if you mention one of the admins or moderators on here using the "@name" forum syntax that will notify them and they often offer to look into things for you. You can see Amanda offered to do this a few posts above. However, this is not a sustainable support model and is unfair on the forum employees so I try not to do this so often.

In terms of endorsement timelines, I suspect the email you received would have stated 8 weeks. ISC2 had been working to reduce this timeline down and the last reported wait time was 6 weeks and 3 days:

https://community.isc2.org/t5/Certifications/CISSP-Endorsement-Wait/m-p/19286#M3798

Given that last report was from a few months ago and the times were coming down it's not unreasonable to assume the queue length should be around 4 weeks by now. In fact I submitted my ISSMP endorsement this morning and the confirmation email stated it would be 4 weeks. However, I have been waiting for my ISSAP endorsement for close to 6 weeks now so that seems a bit strange to me even though the ISSAP confirmation email stated 8 weeks.