09-08-2017, 01:07 PM
(This post was last modified: 10-21-2017, 11:02 PM by AllenJones.)
I'm posting this kind of out of desperation; hoping that someone else has been through this (well not really, I wouldn't wish this on anybody) and can maybe share what worked for them.
It all started more than 4 months ago when I took the exam. The multiple choice was easy, passed that no problem. Then it was on to the speech portion. The proctor and I went through the equipment test to make sure the mic and everything worked. It did. I started my test and whaddaya know, none of the buttons were working, I couldn't record my speech! So I told the proctor what happened and we called Prometric's support center. They instructed us to end the test, for me to create a new account (because of the 90 day retake period) with military status (to the retake would be free). After we got off the phone I retook the test.
I was very nervous waiting for the results; I didn't think I passed. As time went on I was suspecting something might have went wrong. I searched the internet to see what the typical wait times were on the score report, and it seemed about 8 weeks. After 2 months I submitted a query to Prometric via their website to ask about my score report. I gave it a week or so, no response. I called their support line, and they said my two accounts never got merged (I guess they needed to do that?) and I would have my score report within 2 weeks. So I got my score report e-mailed to me a full 3 months after I took the test...and I passed!
But here's the problem, my school didn't receive the results. I decided to give it another week or so; still nothing. I called Prometric again and they said I'd have to submit a transcript request (for $35 or something). I told them flat out it's an error on their part and I'm not paying for that. The rep said I could request a reimbursement, and I basically responded 'yeah request, not receive'. Prometric had an outage back in July, there was a few days where the entirety of Prometric's website was down and nobody could test. I was scheduled to take Money and Banking first thing in the morning on the first day of that outage. I showed up at the test center only to find I couldn't test. They were nice enough to let me stay beyond the scheduled time to see if the site would come back; and indeed I stayed until 30 minutes after closing when they finally had to kick me out. I contacted Prometric to request a reimbursement for my test center fee; which they denied.
I decided to call back about Public Speaking the next day and see if I could get a different answer from someone else. This rep said they'd send it over to the department that handled that, and they would call me when the score was resubmitted to the school, which the rep anticipated would be 3 or 4 days. A week later, no call. I called again yesterday and the rep said they would have to have another department pull up my profile and they'd call back later in the day. Today, still no call!
There were more calls than this...I don't really remember though because they were a lot of nothing.
What do I do?! I paid $120 for a service package I have yet to receive, help!?!?!
EDIT: ISSUE FINALLY RESOLVED!
To those in the future, maybe my experience will help you. Here is what happened. Prometric was sending out the score report as they claimed, and it was being sent to the correct address. The problem was....my school changed its name (about 10 years ago) and Prometric still had the old school name in this one specific part of their database that only deals with public speaking scores. The mail carrier was bringing the envelope to the building, looking at the recipient, looking at the name on the building, seeing a mismatch, and throwing the envelope into the Bermuda triangle. My school emailed Prometric, got the name changed in their system, and a new score report was sent and received the next day.
It all started more than 4 months ago when I took the exam. The multiple choice was easy, passed that no problem. Then it was on to the speech portion. The proctor and I went through the equipment test to make sure the mic and everything worked. It did. I started my test and whaddaya know, none of the buttons were working, I couldn't record my speech! So I told the proctor what happened and we called Prometric's support center. They instructed us to end the test, for me to create a new account (because of the 90 day retake period) with military status (to the retake would be free). After we got off the phone I retook the test.
I was very nervous waiting for the results; I didn't think I passed. As time went on I was suspecting something might have went wrong. I searched the internet to see what the typical wait times were on the score report, and it seemed about 8 weeks. After 2 months I submitted a query to Prometric via their website to ask about my score report. I gave it a week or so, no response. I called their support line, and they said my two accounts never got merged (I guess they needed to do that?) and I would have my score report within 2 weeks. So I got my score report e-mailed to me a full 3 months after I took the test...and I passed!
But here's the problem, my school didn't receive the results. I decided to give it another week or so; still nothing. I called Prometric again and they said I'd have to submit a transcript request (for $35 or something). I told them flat out it's an error on their part and I'm not paying for that. The rep said I could request a reimbursement, and I basically responded 'yeah request, not receive'. Prometric had an outage back in July, there was a few days where the entirety of Prometric's website was down and nobody could test. I was scheduled to take Money and Banking first thing in the morning on the first day of that outage. I showed up at the test center only to find I couldn't test. They were nice enough to let me stay beyond the scheduled time to see if the site would come back; and indeed I stayed until 30 minutes after closing when they finally had to kick me out. I contacted Prometric to request a reimbursement for my test center fee; which they denied.
I decided to call back about Public Speaking the next day and see if I could get a different answer from someone else. This rep said they'd send it over to the department that handled that, and they would call me when the score was resubmitted to the school, which the rep anticipated would be 3 or 4 days. A week later, no call. I called again yesterday and the rep said they would have to have another department pull up my profile and they'd call back later in the day. Today, still no call!
There were more calls than this...I don't really remember though because they were a lot of nothing.
What do I do?! I paid $120 for a service package I have yet to receive, help!?!?!
EDIT: ISSUE FINALLY RESOLVED!
To those in the future, maybe my experience will help you. Here is what happened. Prometric was sending out the score report as they claimed, and it was being sent to the correct address. The problem was....my school changed its name (about 10 years ago) and Prometric still had the old school name in this one specific part of their database that only deals with public speaking scores. The mail carrier was bringing the envelope to the building, looking at the recipient, looking at the name on the building, seeing a mismatch, and throwing the envelope into the Bermuda triangle. My school emailed Prometric, got the name changed in their system, and a new score report was sent and received the next day.
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