5 Replies Latest reply: Apr 18, 2012 11:17 AM by Rigo - Community Moderator RSS

    Who do you complain to when you have a compliant against Perason VUE?

    Chris

      Hi All,

       

      I am going through a nightmare scenario at the moment with Pearson VUE in trying to sit a Cisco CCNA exam.

       

      I suffer from Dyslexia and asked Pearson VUE for special accommodations. I have sat an exam with them in the past so they know of my need and have previously grated this accommodation, but after many weeks of emails and phone calls I had heard nothing. I had an exam voucher that was due to expire but I could not book an exam until the accommodations were sorted out. Eventually, and only after a further phone call to the UK office, did Pearson VUE US finally get back to me on the morning of the last day I could sit the exam! Of course, at that time I could not simply rush to a test centre and sit the exam. I was told that this would be OK and that they would arrange for a sitting at a later date - after my voucher had technically expired. However, the following day they phoned me to say that because they had got back to me within "20 days", they would not honour the exam voucher extension.

       

      I would like to point out that nowhere on the Pearson VUE website does it state that a candidate has to allow 20 days for an accommodation decision to be made. In fact the only information on their website states the following.


      Will Pearson VUE be able to accomodate a time extension for those with special needs?                    

      Yes, Pearson VUE and your test programme may allow time extensions  and other accommodations to those who are identified as having special  needs.

      If you need additional time to complete your test, we ask that you  please speak with a Pearson VUE agent at the time of registration. At  that point, a decision will be made about whether your appointment time  can be extended for your specific situation, based on the test  programme’s policies.

       

       

       

      (http://www.pearsonvue.co.uk/FAQ/Pages/Default.aspx)

       

      In fact, the very line I highlight above that starts "At that point" reads as though a decision would be near enough instant. There argument now resided on the fact that I had left to toward the end of my voucher expirey to sort this out, yet I feel that 3 weeks was plenty enough time for a decision to be made, especially given the fact that they had already made a decision to award me special accommodation from a previous exam. All I requested was at least 24 hours notice so that I might be able to organise my day and get a good nights sleep prior to taking the exam.  Half of the battle has been to deal with a decision making team in the US where I am dealing with a UK representative, but amazingly over the past few days they have been very quick to reply and dismiss my request.

       

      I am disgusted by there attitude and decision. At best I find their response unfair and a simple case of profiteering, at worst I find it discriminatory, using my need to delay a decision and then effectively try an charge me for the privilage of that.

       

      My issue now is that Pearson VUE is essentially an unregulated body and there appears to be no one to complain to other than Pearson VUE.

       

       

      Someone out there, please help me out.

       

      Chris

        • 1. Re: Who do you complain to when you have a compliant against Perason VUE?
          Rigo - Community Moderator

          Hi Chris,

           

          We are sorry to hear about the issue that you have experienced.

           

          I have been informed that you will be contacted directly by the Certification & Communities Online Support Team shortly for further assistance.

           

          Regards,

          Rigo

          Cisco Learning Network Moderator

          • 2. Re: Who do you complain to when you have a compliant against Perason VUE?
            Chris

            Hi Rigo,

             

            Many thanks for you resonse and I look forward to being contacted by the

            Certification & Communities Online Support Team.

             

            I have actually just raised the case with the team (case no 01306967) and whilst in this particular case I am looking to sit a Cisco examination, I will be doing all I can to raise the issue with other manufacturers that use Pearson VUE as a testing centre.

             

            I think Pearson VUE themselves need to be regulated by an independant body and wonder whether this is something that Cisco and partners could help to set up. I have read of other compaints about Pearson VUE testing centres and I think that the cendidates are the ones who end up suffereing.

             

            Many thanks

             

            Chris

            • 3. Re: Who do you complain to when you have a compliant against Perason VUE?
              Rigo - Community Moderator

              Hi Chris,

               

              Yes, very good that you have opened a support case. The team will respond to you directly (via your case) and they will be able to help address your concerns

               

              Regards,

              Rigo

              Cisco Learning Network Moderator

              • 4. Re: Who do you complain to when you have a compliant against Perason VUE?
                Chris

                Hi Rigo (and all that are in a similar position or who have issues with Pearson VUE),

                 

                The Cisco Certification Online Support team contacted me yesterday saying that they had contacted Pearson VUE and where told that a representative will contact me in the morning. Pearson VUE did indeed contact me this morning and have now finally agreed to extend my voucher so that I can sit the exam in the next few weeks.

                 

                Thank you to Cisco and the UK Pearson VUE representative who fought this battle with me.

                 

                However, it does beg the question, why did these problems arise in the first place, and more importantly, what can be done to resolve them going forward? My feeling is that it boils down to simply case of greed and profiteering from Pearson VUE and it is something that not only Cisco need to be concerned about, but also all other companies (such as Microsoft, Oracle, CompTIA, VMWare, etc etc) that use Pearson VUE as a examination hosting company. Candidates such as myself, are getting a poor service, poor facilities, and poorly treated.

                 

                Pearson VUE maybe a global company and able to offer the facilities companies like Cisco are looking for in building the examinations, but to put the regulation of education (even if it is in the corporate world) in the hands of one profit making company, is surely a recipe for disaster in terms of education and the student.

                 

                I would like to see a non profit organisation, if needs be funded by the participating manufacturers such as Cisco, to ensure that the whole system of certification become regulated. At the moment it seems like a money grabbing free for all and the student ant the end of the day is the one made to pay - in more ways than purely financial.

                 

                I hope this these post stir up something and some further action is taken, because it is simply not good enough.

                 

                Chris

                • 5. Re: Who do you complain to when you have a compliant against Perason VUE?
                  Rigo - Community Moderator

                  Hi Chris,

                   

                  We are glad to hear that your exam voucher was extended.

                   

                  We understand your concern and empathize with your situation. Your feedback is greatly appreciated and I will forward your experience/feedback to the appropriate parties.

                   

                  Regards,

                  Rigo

                  Cisco Learning Network Moderator