17:22, Jan 22
Info: Thank you for contacting Pearson VUE Live Chat. An agent will be with you shortly.
17:22, Jan 22
17:22, Jan 22
Info: You are now chatting with REDACTED. How may I assist you today?
17:22, Jan 22
17:22, Jan 22
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.
17:22, Jan 22
17:22, Jan 22
REDACTED: Hi Sjors, thank you for contacting Pearson VUE live chat. My name is REDACTED. How may I to assist you?
17:22, Jan 22
17:22, Jan 22
You: Please find the chat transaction below.
17:22, Jan 22
17:22, Jan 22
You: https://pastebin.com/yycB4V49
17:22, Jan 22
17:23, Jan 22
Info: The chat transcript will be sent to: s.robroek@vxsan.com at the end of your chat.
17:23, Jan 22
17:23, Jan 22
REDACTED: I will certainly look into your registration query.
17:23, Jan 22
17:27, Jan 22
REDACTED: I will certainly look into your Case.
17:27, Jan 22
17:29, Jan 22
REDACTED: Could you please confirm the phone number associated with your account?
17:29, Jan 22
17:29, Jan 22
You: one moment
17:29, Jan 22
17:31, Jan 22
You: it had my old number so i'm not sure if it's updated yet. It's either REDACTEDor REDACTED
17:31, Jan 22
17:32, Jan 22
REDACTED: Let me check that.
17:32, Jan 22
17:37, Jan 22
REDACTED: Thank you for that.
17:37, Jan 22
17:37, Jan 22
REDACTED: Thank you for the verification.
17:37, Jan 22
17:38, Jan 22
REDACTED: Please give me 2 to 3 minutes to check your Case.
17:38, Jan 22
17:47, Jan 22
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.
17:47, Jan 22
17:47, Jan 22
You: Hi
17:47, Jan 22
17:48, Jan 22
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
17:48, Jan 22
17:48, Jan 22
REDACTED: As soon as the Case is resolved, you will get the resolution via email.
17:48, Jan 22
17:48, Jan 22
You: the fact that the exam did not load should not be my problem.
17:48, Jan 22
17:49, Jan 22
You: if this is an issue with the exam center i'm more than ok with rebooking at a different exam center
17:49, Jan 22
17:50, Jan 22
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.
17:50, Jan 22
17:51, Jan 22
REDACTED: You can contact us within the next 3 to 5 business days to know the status of the Case.
17:51, Jan 22
17:51, Jan 22
You: ok
17:51, Jan 22
17:51, Jan 22
You: listen
17:51, Jan 22
17:51, Jan 22
You: this is ridiculous
17:51, Jan 22
17:51, Jan 22
You: the only thing that i'm being told is the same thing over and over again
17:51, Jan 22
17:51, Jan 22
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.
17:51, Jan 22
17:54, Jan 22
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.
17:54, Jan 22
17:54, Jan 22
You: could you please confirm in the case history that your agent nicole confirmed that i was approved for a rebook after 24 hours.
17:54, Jan 22
17:57, Jan 22
REDACTED: I'm sorry for the delay. I'll be right with you.
17:57, Jan 22
17:58, Jan 22
REDACTED: Let me check that.
17:58, Jan 22
18:01, Jan 22
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.
18:01, Jan 22
18:01, Jan 22
You: i am talking about the conversation from yesterday.
18:01, Jan 22
18:01, Jan 22
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
18:01, Jan 22
18:02, Jan 22
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.
18:02, Jan 22
18:04, Jan 22
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.
18:04, Jan 22
18:05, Jan 22
You: no
18:05, Jan 22
18:05, Jan 22
You: listen
18:05, Jan 22
18:05, Jan 22
You: i am done with this
18:05, Jan 22
18:05, Jan 22
You: i keep getting lied to or just canned responses
18:05, Jan 22
18:05, Jan 22
You: pearson's lack of being able to deliver an exam is not my problem
18:05, Jan 22
18:05, Jan 22
You: and i am not going to wait 3 to 5 business days since i'll be out of the country at that point
18:05, Jan 22
18:06, Jan 22
You: please escalate this to someone that can give me another response besides "please wait for 3-5 business days.
18:06, Jan 22
18:08, Jan 22
Info: The chat transcript will be sent to: s.robroek@vxsan.com at the end of your chat.
18:08, Jan 22
18:08, Jan 22
REDACTED: I'll be right with you.
18:08, Jan 22
18:10, Jan 22
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.
18:10, Jan 22
18:11, Jan 22
You: again
18:11, Jan 22
18:11, Jan 22
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.
18:11, Jan 22
18:11, Jan 22
You: the point is that i cannot sit my exam when i'm traveling
18:11, Jan 22
18:11, Jan 22
You: you are not answering my question.
18:11, Jan 22
18:11, Jan 22
You: please escalate this to someone that can actually help me with this problem.
18:11, Jan 22
18:16, Jan 22
REDACTED: We will reschedule your exam to a date when you will be back in your country.
18:16, Jan 22
18:16, Jan 22
REDACTED: i am sorry as this is the final level of escalation.
18:16, Jan 22
18:16, Jan 22
You: that is unlikely
18:16, Jan 22
18:17, Jan 22
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.
18:17, Jan 22
18:19, Jan 22
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.
18:19, Jan 22
18:20, Jan 22
REDACTED: Thank you for waiting. I'm still looking into your question.
18:20, Jan 22
18:22, Jan 22
REDACTED: I understand your concern but please understand that the Case cannot be resolved for now and will require further investigation.
18:22, Jan 22
18:22, Jan 22
You: could you stop it with the canned responses please
18:22, Jan 22
18:23, Jan 22
You: please provide me with the contact details of the escalation manager assigned to this case as this is getting ridiculous.
18:23, Jan 22
18:23, Jan 22
You: i've been getting nothing but the same comment over and over again without any form of support whatsoever.
18:23, Jan 22
18:24, Jan 22
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.
18:24, Jan 22
18:25, Jan 22
REDACTED: I'm sorry for the delay. I'll be right with you.
18:25, Jan 22
18:28, Jan 22
REDACTED: I'll be right with you.
18:28, Jan 22
18:29, Jan 22
REDACTED: We need the final confirmation from our Program Coordinator to get your exam rescheduled.
18:29, Jan 22
18:29, Jan 22
You: that's not my problem though is it REDACTED?
18:29, Jan 22
18:30, Jan 22
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.
18:30, Jan 22
18:31, Jan 22
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.
18:31, Jan 22
18:34, Jan 22
REDACTED: Thank you for waiting. I'm still looking into your question.
18:34, Jan 22
18:37, Jan 22
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.
18:37, Jan 22
18:37, Jan 22
You: Ok
18:37, Jan 22
18:37, Jan 22
You: REDACTED
18:37, Jan 22
18:37, Jan 22
You: you are not reading my question
18:37, Jan 22
18:38, Jan 22
You: please provide me with the means to lodge a complaint.
18:38, Jan 22
18:40, Jan 22
REDACTED: I'll be right with you.
18:40, Jan 22
18:43, Jan 22
REDACTED: Thank you for waiting. I'm still looking into your question.
18:43, Jan 22
18:44, Jan 22
REDACTED: You can send us an email regarding this issue.
18:44, Jan 22
18:44, Jan 22
REDACTED: Please give me 2 to 3 minutes to look for the link where you can send us an email.
18:44, Jan 22
18:51, Jan 22
Info: The chat transcript will be sent to: s.robroek@vxsan.com at the end of your chat.
18:51, Jan 22
18:53, Jan 22
REDACTED: Please send us an email by clicking on the given link.
18:53, Jan 22
18:53, Jan 22
REDACTED: Click here
18:53, Jan 22
18:54, Jan 22
REDACTED: Do you have any other questions for me?
18:54, Jan 22
18:54, Jan 22
You: Thank you REDACTED. It's been only 1 hour and 32 minutes but i've finally gotten something useful out of pearson support.
18:54, Jan 22
18:54, Jan 22
You: Have a good day.
18:54, Jan 22