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Newcomer I

(ISC)2 Customer Service during Endorsement Application Process

I am becoming increasing frustrated with the customer service and graphical user interface on this website.  I have been simply attempting to submit an endorsement application without success.  I have had a trouble ticket since November 8th without progress or relief.  I have been on the phone 10+ times and have emailed more times with screenshots of specific errors and technical issues.  

 

If anyone has any suggestions on how to proceed, I am very prepared to listen and execute.  

 

Best.

 

Jaime

7 Replies
Highlighted
Community Champion

Re: (ISC)2 Customer Service during Endorsement Application Process

> ctnypr19991 (Viewer) posted a new topic in Member Support on 12-11-2019 09:55 AM

> I am becoming increasing frustrated with the customer service

We can definitely sympathize.

> and graphical user
> interface on this website.

Wait. This "community" Website, or the main ISC2 Website? Although
connected in some unfortunate ways, they are, in fact separate ...

>  I have been simply attempting to submit an
> endorsement application without success.

That would indicate a problem with the main site.

>  I have had a trouble ticket since
> November 8th without progress or relief.

Even the ability to create a trouble ticket indicates the main Website.

>  I have been on the phone 10+ times and
> have emailed more times with screenshots of specific errors and technical
> issues.     If anyone has any suggestions on how to proceed, I am very prepared
> to listen and execute.

Well, if you use the magic words @amandavanceISC2 avance@isc2.org,
community@isc2.org, keagle@isc2.org, @KaityEagle, and/or (mostly and)
membersupport@isc2.org that might help.


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meaning, we should never have found out that it has no meaning.
- C. S. Lewis
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Highlighted
Newcomer I

Re: (ISC)2 Customer Service during Endorsement Application Process

Thanks for reading and breaking down message that I posted from my cellphone this morning. I appreciate the additional point of contacts that you identified.  

 

I am not frustrated with the functions of this "community" forum but it has not provided any relief to the issues I am having on the "main" forum (online endorsement application).  The trouble ticket was initiated by a (ISC)2 employee after both a phone call and follow up email with a screenshot of the problem. 

 

I do not wish to push blame or discredit this forum or website in any way.  That would contradict my purpose and intentions of becoming a member.  I just need some relief for the prolonged issues that I have experienced and hope that me bringing it to the attention of this forum may help someone else.

 

Have a great afternoon.

Highlighted
Community Champion

Re: (ISC)2 Customer Service during Endorsement Application Process

Do you have multiple accounts @ctnypr19991?

 

I believe that is the main cause of not being able to submit endorsement applications.

 

Forgive me if I'm being overly simplistic and not fully understanding the issue, but why not use the ISC2 account details that Pearson VUE registered for you as that account should have your exam pass associated with it, right?

 

Why go through the bother of having multiple accounts merged into one? What's in the other accounts (that don't have the exam pass associated with them) that you want to keep?

 

Highlighted
Newcomer I

Re: (ISC)2 Customer Service during Endorsement Application Process

Good afternoon-

 

The trouble ticket from November 8, 2019 was to merge the two email log-ins.  Once that was done, I am only aware of the one account (and email log-in) that I was told is valid.  

 

Any other ideas?

Highlighted
Community Champion

Re: (ISC)2 Customer Service during Endorsement Application Process

I'm afraid you will have to persevere with Member Services.

 

My suggestion would be not to have the accounts merged, use the one that works (i.e. the one Pearson VUE registered for you) to submit your endorsement application, then (if it's important to you) worry about having the email address / login changed on the account later down the line after you've become a member - obviously it's too late for this suggestion now.

 

Good luck and I hope you get this resolved soon.

 

Highlighted
Newcomer I

Re: (ISC)2 Customer Service during Endorsement Application Process

Thanks for that response.  Unfortunately, the error that I had passed the CISSP within the last 9 months started before the two email log-ins were requested to be merged.

 

Have a great evening and will update all once resolved.  The endorsement process has been harder than the exam.

Highlighted
(ISC)² Team

Re: (ISC)2 Customer Service during Endorsement Application Process

Hello,

 

I am happy to let you know that the problem you were encountering has since been resolved and that your endorsement application should be on its way to our endorsement team! 

 

We sincerely appreciate your patience while we worked to resolve this issue as multiple teams were involved in fixing this problem. Hopefully, this error will be resolved soon for anyone else having similar difficulties as we are working to have similar account issues resolved with Pearson VUE. 

 

If you run across any other questions or concerns, please feel free to reach out to the Member Support Team and they would be happy to help work with you to get these resolved.

 

Have a wonderful day!