NO support from Member Services

[sgermano]

I have contacted member services so many times over the past 2 years and they have yet to resolve the issue of not updating my CPE's when I take them.  They constantly blame the issue on BrightTalk, yet even when I send in the certificate pdf directly to member support, they still FAIL to update my CPE's.  I have asked to speak to multiple supervisor's but none of them respond.  They like to give out phone numbers to voice mail boxes that are always Full.  I have explained the issue to everyone I speak to at ISC2 and yet not only has they problem not been resolved, they now seem to be going out of their way to not credit the CPE's to my account. 

I am required to have this certificate for my job and ISC2 is preventing me from having my CPE's posted to my account which will prevent me from being able to renew because ISC2 Member Services refuses to post my CPE's or work to correct the problem in any way. Just stating the case that will be presented.

[JKWiniger]

I am kind of surprised to see this because I have had almost no problems over all the years I have had my cert. The one thing I can remember is being audited on a CPE, sending in the needed info and then much later finding the issue was not resolved. It was said that my reply ended up in spam so it was missed, which is possible, but after that it was resolved very easily.

I have not done a lot of BrightTalk yet, but from what I remember the CPEs where posted to my account but it did take some time. Are you just having trouble with CPEs from BrightTalk or does it happen from things you add yourself?

I have taken a bunch of things from the PDI and while I feel these should get posted to my account automatically they are not and I have to manually add them. So I do and I have never had a problem with any of them.

Give a little more detail and see what can be figured out. And if this only happens with BrightTalk why keep using them for so long if you have been having suck problems?

John-

[rslade]

> JKWiniger (Newcomer I) posted a new reply in Member Support on 01-01-2020 07:00

> I am kind of surprised to see this because I have had almost no problems over
> all the years I have had my cert.

Yeah, I had mine for almost 20 years with no serious problems. Last summer they
decided to "improve" all the online systems and tie them all together, and the
whole thing went to aitch-ee-double-hockey-sticks pretty much overnight.
Actually, for most people the systems still work properly, but, when you have a
couple of hundred thousand members, even a few percent means thousands of
people are in real trouble. And customer support has never gotten anywhere near
dealing with the added onslaught in the past six months.

(Since the system amagamation this has happened all over the place: it's not just
BrightTalk.)

====================== (quote inserted randomly by Pegasus Mailer)
rslade@vcn.bc.ca slade@victoria.tc.ca rslade@computercrime.org
I hate, I despise your religious feasts; I cannot stand your
assemblies. Even though you bring me burnt offerings and grain
offerings, I will not accept them. Though you bring choice
fellowship offerings, I will have no regard for them. Away with
the noise of your songs! I will not listen to the music of your
harps. But let justice roll on like a river, righteousness like
a never-failing stream! - Amos 5:21-24
victoria.tc.ca/techrev/rms.htm http://twitter.com/rslade
http://blogs.securiteam.com/index.php/archives/author/p1/
https://is.gd/RotlWB

[AndreaMoore]

@sgermano I'm sorry for your frustrations. I have sent this to a Member Support lead to try to sort through the issues and reach out to you. Due to the holiday this week, there could be a delayed response. 

[sgermano]

I have had sooo many problems that it has become clear that at this point that either ISC2 is trying to NOT give me credit for my CPE's because I have complained sooo much or they are completely incompetent.  I have called them so many times, emailed and re-emailed the same CPE's multiple times, and spent so many hours trying to get this resolved.  I honestly think their support team wants my anniversary to arrive and for my CPE's to not be all accounted for so that my certificate will expire.  Some moderator came on the chat and said someone would reach out to me.  That was 3 weeks ago.  And let's not forget their specialist that NEVER return phone calls and normally have full voice mail box so that no messages can be left. 

For any 1 person to say they have had no problems, convinces me that ISC2 is doing this to me on purpose.

[sgermano]

Andrea it was 3 weeks ago that you said someone would reach out to me.  When do you suppose that might be????  I have uploaded all of my CPE's manually and sent a request each time to Memberservices since each time it gave an error as per usual telling me to contact member services which I did, but have not received a single response as per usual and that also was 3 weeks ago...Holidays have been over for a while, just wondering what excuse will be use this go around.

[denbesten]

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@sgermano wrote:

... it has become clear that at this point that either (ISC)² is trying to NOT give me credit for my CPE's because I have complained sooo much or they are completely incompetent. 

If you want to receive better customer service, you might consider reading this article and figure out if you are the author's boyfriend or the women at the next table over.   I have been both and I can tell you that the author is spot on.

... convinces me that (ISC)² is doing this to me on purpose.

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Nah.  If anyone, they would go after @rslade.  He works hard to be our designated disgruntled member, yet (ISC)² continues to reward him with all sorts of badges that he so dearly loves.

Regarding your actual question, there are bugs in the CPE portal. Go back and read some of the responses earlier posted to your comments along with the posts to which they link.    Collectively, we have learned how to avoid many of them and successfully get our CPEs submitted.

[AndreaMoore]

I apologize for your frustration. I did send all of your comments to member support back then. I'm sure they had a backlog. I also followed up today for you as well. I hope you see resolution soon. 

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@sgermano wrote:

Andrea it was 3 weeks ago that you said someone would reach out to me.  When do you suppose that might be????  I have uploaded all of my CPE's manually and sent a request each time to Memberservices since each time it gave an error as per usual telling me to contact member services which I did, but have not received a single response as per usual and that also was 3 weeks ago...Holidays have been over for a while, just wondering what excuse will be use this go around.

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