Pearson Vue Testing Issues

[pat-garcia]

I want to determine our test takers' rights when taking Cisco CCNP tests. I experienced a bizarre situation while taking my CCNP exam.

1. The Pearson Vue test administrator could not start my CCNP exam at the test station. He kept blaming the issue on Cisco's website being down or unavailable. It took him 3 tries before he could get my test station ready.
2. Right about question 65, my CCNP exam stopped requesting to reach out to the test administrator for action. The test station could not load any more questions. This was super annoying as it made me lose concentration. The test administrator was not able to start my CCNP exam in the same workstation.
3. Finally, the test administrator was able to start my CCNP exam on a different test station but he forgot to tell me that the time was already rolling when he got the workstation to connect and get my test restarted. I lost very valuable time ( ~4-5 min) on this very long test.
4. The test administrator blamed the issues on Cisco and the Cisco website provider being down.

My main concern here is transparency and the value of service. How can test takers check if this was a Cisco issue, a Pearson Vue issue, or a Pearson Vue test facility issue?

These tests are not cheap, I just need to know the correct procedure to report these problems and the follow to correct them.

Any assistance will be very valuable.



 

[Kasun Bandara]

@pat-garcia hello, this is really frustrating situation when you do expensive and difficult exams. my personal suggestion is, you can complain to Pearson about the incident. they should have some monitoring systems to make sure everything works before start.

[Jimena Saez]

Hi @pat-garcia 

I am very sorry to hear about your issue during your exam at the testing center. From your feedback and comments, I can understand how that was a frustrating experience. For assistance and investigation into your inquiry, I would highly encourage you to reach out to Pearson VUE Customer Service at ( https://home.pearsonvue.com/cisco/contact ) to report the issue. In addition, after you are provided with a Pearson VUE incident number, I would recommend opening a case with the Cisco L@C Centralized support team ( https://www.cisco.com/go/certsupport ) to submit your feedback, along with the Pearson VUE incident number for further review.

[pat-garcia]

Thanks, I have submitted a support request to PearsonVue support and waiting for their response. I will update this post when I get an answer.

[imafukidze]

I have had a similar experience today as I tried to take the ENCOR exam from my laptop. I could launch the exam but the application was very sluggish and my mouse pointer was all over the screen. The proctor tried restarting my session and I even restarted my laptop but it couldn't help.

Eventually my exam was cancelled due to a technical issue and I'm not entirely sure if this is a PearsonVeu or Cisco issue.

[bigevilbeard]

@pat-garcia i had simular issues in the many exams i have taken, keyboard which do not work or you have hammer down the keys like you are Thor (i have the beard so...), monitors which blip out etc... 

What you have been told at the test centre, i disagree with - the exam delivery is Pearson, there is not link to Cisco. Once the exam is written and uploaded, Pearson host this. So blaming Cisco is BS here. What it sounds like is a poor test centre and connection issue on their side. You really should not have lost time either, when this stopped working at question 65 (this is close to the end right?) did you start the exam again?

Hope you get this sorted out.

[pat-garcia]

I lost time because the test administrator failed to tell me he had restarted the test on a different workstation. I did not move from the workstation where I was taking the test because the place was busy and I did not want to distract other test takers. The whole situation was super strange. I had taken other certification tests at this particular location and never had this type of issue. 

The final resolution was that Pearson gave me a voucher to re-take the test.