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  1. 17:22, Jan 22
  2. Info: Thank you for contacting Pearson VUE Live Chat. An agent will be with you shortly.
  3. 17:22, Jan 22
  4. 17:22, Jan 22
  5. Info: You are now chatting with REDACTED. How may I assist you today?
  6. 17:22, Jan 22
  7. 17:22, Jan 22
  8. You: Good afternoon, I have a case open with SR REDACTED. This is regarding a broken live lab exam for 3V0-31.18 (VMware). My candindate ID is VMW-REDACTED. Earlier i had a chat that i was required to wait 24 hours to rebook my exam but that i was approved for a rebook. However, earlier this afternoon i was told that this case was still under investigation and i would have to wait 5 business days which is going to make it very hard for me to schedule this exam within a reasonable timeframe. As such, i would like to escalate this case to someone more senior considering the commitment to being able to rebook the exam given by your earlier agent was completely ignored today.
  9. 17:22, Jan 22
  10. 17:22, Jan 22
  11. REDACTED: Hi Sjors, thank you for contacting Pearson VUE live chat. My name is REDACTED. How may I to assist you?
  12. 17:22, Jan 22
  13. 17:22, Jan 22
  14. You: Please find the chat transaction below.
  15. 17:22, Jan 22
  16. 17:22, Jan 22
  17. You: https://pastebin.com/yycB4V49
  18. 17:22, Jan 22
  19. 17:23, Jan 22
  20. Info: The chat transcript will be sent to: s.robroek@vxsan.com at the end of your chat.
  21. 17:23, Jan 22
  22. 17:23, Jan 22
  23. REDACTED: I will certainly look into your registration query.
  24. 17:23, Jan 22
  25. 17:27, Jan 22
  26. REDACTED: I will certainly look into your Case.
  27. 17:27, Jan 22
  28. 17:29, Jan 22
  29. REDACTED: Could you please confirm the phone number associated with your account?
  30. 17:29, Jan 22
  31. 17:29, Jan 22
  32. You: one moment
  33. 17:29, Jan 22
  34. 17:31, Jan 22
  35. You: it had my old number so i'm not sure if it's updated yet. It's either REDACTEDor REDACTED
  36. 17:31, Jan 22
  37. 17:32, Jan 22
  38. REDACTED: Let me check that.
  39. 17:32, Jan 22
  40. 17:37, Jan 22
  41. REDACTED: Thank you for that.
  42. 17:37, Jan 22
  43. 17:37, Jan 22
  44. REDACTED: Thank you for the verification.
  45. 17:37, Jan 22
  46. 17:38, Jan 22
  47. REDACTED: Please give me 2 to 3 minutes to check your Case.
  48. 17:38, Jan 22
  49. 17:47, Jan 22
  50. REDACTED: I have checked this Case and want to inform you that the investigation on this Case is still going on. Our Program Coordinator needs some more time to get this issue resolved.
  51. 17:47, Jan 22
  52. 17:47, Jan 22
  53. You: Hi
  54. 17:47, Jan 22
  55. 17:48, Jan 22
  56. You: that is what i was told earlier, but as per the comment from both the exam center and the agent yesterday i was approved to rebook the exam after 24 hours
  57. 17:48, Jan 22
  58. 17:48, Jan 22
  59. REDACTED: As soon as the Case is resolved, you will get the resolution via email.
  60. 17:48, Jan 22
  61. 17:48, Jan 22
  62. You: the fact that the exam did not load should not be my problem.
  63. 17:48, Jan 22
  64. 17:49, Jan 22
  65. You: if this is an issue with the exam center i'm more than ok with rebooking at a different exam center
  66. 17:49, Jan 22
  67. 17:50, Jan 22
  68. REDACTED: Please wait for the next 3 to 5 days for the Case to be resolved first as proper steps will be taken after the case will be resolved.
  69. 17:50, Jan 22
  70. 17:51, Jan 22
  71. REDACTED: You can contact us within the next 3 to 5 business days to know the status of the Case.
  72. 17:51, Jan 22
  73. 17:51, Jan 22
  74. You: ok
  75. 17:51, Jan 22
  76. 17:51, Jan 22
  77. You: listen
  78. 17:51, Jan 22
  79. 17:51, Jan 22
  80. You: this is ridiculous
  81. 17:51, Jan 22
  82. 17:51, Jan 22
  83. You: the only thing that i'm being told is the same thing over and over again
  84. 17:51, Jan 22
  85. 17:51, Jan 22
  86. You: could you please escalate this to someone else as i've gotten a commitment from pearson - as per the chat log posted earlier - that i could rebook this exam after 24 hours.
  87. 17:51, Jan 22
  88. 17:54, Jan 22
  89. REDACTED: I am sorry as the exam cannot be rescheduled for now as the case has been made about this. The Case needs to be resolved first for us to take the next actions.
  90. 17:54, Jan 22
  91. 17:54, Jan 22
  92. You: could you please confirm in the case history that your agent nicole confirmed that i was approved for a rebook after 24 hours.
  93. 17:54, Jan 22
  94. 17:57, Jan 22
  95. REDACTED: I'm sorry for the delay. I'll be right with you.
  96. 17:57, Jan 22
  97. 17:58, Jan 22
  98. REDACTED: Let me check that.
  99. 17:58, Jan 22
  100. 18:01, Jan 22
  101. REDACTED: When you had a conversation with the last agent, he did ask you to please wait for another 3 to 5 days as the case needs to be checked by our Program Coordinator first.
  102. 18:01, Jan 22
  103. 18:01, Jan 22
  104. You: i am talking about the conversation from yesterday.
  105. 18:01, Jan 22
  106. 18:01, Jan 22
  107. You: The following is a record of your online chat. General Info Chat start time Tue, 21 Jan 2020 10:45:01 +0400 GMT Chat end time Tue, 21 Jan 2020 11:09:04 +0400 GMT Duration (actual chatting time) 00:24:02 Operator Nicole Chat Transcript
  108. 18:01, Jan 22
  109. 18:02, Jan 22
  110. You: Nicole: You are approved for the free rescheduling of the exam, but we are unable to reschedule the exam on the same day. So you need to wait for the 24 hours so that the disposition status is updated.
  111. 18:02, Jan 22
  112. 18:04, Jan 22
  113. REDACTED: The case status has been updated but the resolution will take another 3 to 5 days. I understand that this getting frustrated for you but please give us another 3 to 5 days to get this Case resolved.
  114. 18:04, Jan 22
  115. 18:05, Jan 22
  116. You: no
  117. 18:05, Jan 22
  118. 18:05, Jan 22
  119. You: listen
  120. 18:05, Jan 22
  121. 18:05, Jan 22
  122. You: i am done with this
  123. 18:05, Jan 22
  124. 18:05, Jan 22
  125. You: i keep getting lied to or just canned responses
  126. 18:05, Jan 22
  127. 18:05, Jan 22
  128. You: pearson's lack of being able to deliver an exam is not my problem
  129. 18:05, Jan 22
  130. 18:05, Jan 22
  131. You: and i am not going to wait 3 to 5 business days since i'll be out of the country at that point
  132. 18:05, Jan 22
  133. 18:06, Jan 22
  134. You: please escalate this to someone that can give me another response besides "please wait for 3-5 business days.
  135. 18:06, Jan 22
  136. 18:08, Jan 22
  137. Info: The chat transcript will be sent to: s.robroek@vxsan.com at the end of your chat.
  138. 18:08, Jan 22
  139. 18:08, Jan 22
  140. REDACTED: I'll be right with you.
  141. 18:08, Jan 22
  142. 18:10, Jan 22
  143. REDACTED: The resolution will be sent on your registered email address. You will be fully informed about the Case when you will be out of country.
  144. 18:10, Jan 22
  145. 18:11, Jan 22
  146. You: again
  147. 18:11, Jan 22
  148. 18:11, Jan 22
  149. REDACTED: I request you to please give us 3 to 5 days to get this issue resolved. Our Program Coordinator is working on the root cause of this issue.
  150. 18:11, Jan 22
  151. 18:11, Jan 22
  152. You: the point is that i cannot sit my exam when i'm traveling
  153. 18:11, Jan 22
  154. 18:11, Jan 22
  155. You: you are not answering my question.
  156. 18:11, Jan 22
  157. 18:11, Jan 22
  158. You: please escalate this to someone that can actually help me with this problem.
  159. 18:11, Jan 22
  160. 18:16, Jan 22
  161. REDACTED: We will reschedule your exam to a date when you will be back in your country.
  162. 18:16, Jan 22
  163. 18:16, Jan 22
  164. REDACTED: i am sorry as this is the final level of escalation.
  165. 18:16, Jan 22
  166. 18:16, Jan 22
  167. You: that is unlikely
  168. 18:16, Jan 22
  169. 18:17, Jan 22
  170. You: and again you are not dictating my calendar. i will not wait 4 weeks to reschedule my exam because of your inability to deliver a lab.
  171. 18:17, Jan 22
  172. 18:19, Jan 22
  173. You: i am simply asking for the ability to rebook the exam at either the same exam center or a different one, i'm failing to understand how hard that is considering it is crystal clear that it's pearson's fault that the exam did not work.
  174. 18:19, Jan 22
  175. 18:20, Jan 22
  176. REDACTED: Thank you for waiting. I'm still looking into your question.
  177. 18:20, Jan 22
  178. 18:22, Jan 22
  179. REDACTED: I understand your concern but please understand that the Case cannot be resolved for now and will require further investigation.
  180. 18:22, Jan 22
  181. 18:22, Jan 22
  182. You: could you stop it with the canned responses please
  183. 18:22, Jan 22
  184. 18:23, Jan 22
  185. You: please provide me with the contact details of the escalation manager assigned to this case as this is getting ridiculous.
  186. 18:23, Jan 22
  187. 18:23, Jan 22
  188. You: i've been getting nothing but the same comment over and over again without any form of support whatsoever.
  189. 18:23, Jan 22
  190. 18:24, Jan 22
  191. You: from my side there is literally nothing here to investigate. All i am asking for is a voucher to rebook the exam, i'm failing to understand why that is so hard.
  192. 18:24, Jan 22
  193. 18:25, Jan 22
  194. REDACTED: I'm sorry for the delay. I'll be right with you.
  195. 18:25, Jan 22
  196. 18:28, Jan 22
  197. REDACTED: I'll be right with you.
  198. 18:28, Jan 22
  199. 18:29, Jan 22
  200. REDACTED: We need the final confirmation from our Program Coordinator to get your exam rescheduled.
  201. 18:29, Jan 22
  202. 18:29, Jan 22
  203. You: that's not my problem though is it REDACTED?
  204. 18:29, Jan 22
  205. 18:30, Jan 22
  206. You: people are paying good money for these exams and there are some expectations around support if Pearson fails to deliver an exam as promised.
  207. 18:30, Jan 22
  208. 18:31, Jan 22
  209. You: now please either help me in making this work instead of posting the same canned comment over and over again, provide me with the directions to escalate this case or provide me with the procedure to lodge a complaint, please.
  210. 18:31, Jan 22
  211. 18:34, Jan 22
  212. REDACTED: Thank you for waiting. I'm still looking into your question.
  213. 18:34, Jan 22
  214. 18:37, Jan 22
  215. REDACTED: I apologize for the inconvenience caused. I request you to please give us another 3 to 5 days to get this Case resolved. i know it has been not a very good experience but we are doing everything to get this resolved.
  216. 18:37, Jan 22
  217. 18:37, Jan 22
  218. You: Ok
  219. 18:37, Jan 22
  220. 18:37, Jan 22
  221. You: REDACTED
  222. 18:37, Jan 22
  223. 18:37, Jan 22
  224. You: you are not reading my question
  225. 18:37, Jan 22
  226. 18:38, Jan 22
  227. You: please provide me with the means to lodge a complaint.
  228. 18:38, Jan 22
  229. 18:40, Jan 22
  230. REDACTED: I'll be right with you.
  231. 18:40, Jan 22
  232. 18:43, Jan 22
  233. REDACTED: Thank you for waiting. I'm still looking into your question.
  234. 18:43, Jan 22
  235. 18:44, Jan 22
  236. REDACTED: You can send us an email regarding this issue.
  237. 18:44, Jan 22
  238. 18:44, Jan 22
  239. REDACTED: Please give me 2 to 3 minutes to look for the link where you can send us an email.
  240. 18:44, Jan 22
  241. 18:51, Jan 22
  242. Info: The chat transcript will be sent to: s.robroek@vxsan.com at the end of your chat.
  243. 18:51, Jan 22
  244. 18:53, Jan 22
  245. REDACTED: Please send us an email by clicking on the given link.
  246. 18:53, Jan 22
  247. 18:53, Jan 22
  248. REDACTED: Click here
  249. 18:53, Jan 22
  250. 18:54, Jan 22
  251. REDACTED: Do you have any other questions for me?
  252. 18:54, Jan 22
  253. 18:54, Jan 22
  254. You: Thank you REDACTED. It's been only 1 hour and 32 minutes but i've finally gotten something useful out of pearson support.
  255. 18:54, Jan 22
  256. 18:54, Jan 22
  257. You: Have a good day.
  258. 18:54, Jan 22
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