Dear Sir/Madam,
I attended a PearsonVue accredited exam centre last Tuesday (February 4th) to sit my ISC CISSP exam, however there was a technical issue on screen and the exam content failed to load. The exam centre created a case with PearsonVue. I called the customer service helpline several times to be told that the case will take between 3-5 working days to resolve. Upon receiving no further update, I called back into PearsonVue customer service this morning (working day 6 since the original exam date) and the update I received today is that I need to wait 3-5 business working days and once resolved I will receive an email.
This is completely unacceptable. On the day of the exam, I followed all instructions, (brought ID, arrived early, etc.) then when sitting at the exam computer, I was informed there was a technical issue and the exam would not load. I took a day off of work to attend this exam. I am now out of pocket for my travel expenses to the exam centre on the day, I have lost a day's salary for the day that was wasted, and I have paid a full exam fee for an exam that pearson vue was unable to provide. Now I am here, 6 working days after the failure, simply being told by pearsonvue customer care to wait another week, with no clear timeline on resolution. No updates, no idea when I can rebook my exam.
I am so frustrated with the poor customer service from pearsonvue and the lack of acknowledgement for the inconvenience caused. It is a very poor reflection on ISC2 for people like myself who put in a lot of time, effort and money to achieving our professional certification, to be treated in such a poor manner. I feel completely let down by the whole process.
Regards,
Imelda
