A couple of weeks after the incident(s) I heard from Pearson and a retake whthin the next 12 months is the end result. As I told the Pearson Vue GMAT Program Coordinator, I do not mind to retake the test again, but not in such uncontrolled conditions and I am scared nothing will have changed. What do you guys think of this situation? Do you think Pearson Vue will take the complaint seriously and really try to change the situation?
Below is the complaint I originally forwarded to Pearson Vue.
P.S.: No comments of my verbal skills please!
To Whom it May Concern:
On November 28th, I took the GMAT test and got a score of 490. I am really concerned about how my experience went and saying I had a really bad experience would not be an inappropriate statement. First of all, I took the test almost two years ago at the Nexient Temporary Testing Event and the conditions to take such a test were suitable and everything seemed to be done in a timely and professional manner.
However, the test I took last week was in a new temporary location, at the Château Lacombe, which is an hotel in downtown Edmonton. As requested in this letter, I made sure to show up to the location at least 30 minutes before the beginning of the test that was set to start at 8:00am. I get in the hotel lobby and go to the information board to see where the test was to be dispensed. On the board, it said to go to room Klondike A, but when I got there, there was no sign indicating I was at the right place. Therefore, I went back to the lobby and asked the Janitor where I had to go to take the test GMAT administered by Pearson Vue and he told me it was in room Klondike A. I went back on the third floor to realize that something wrong was going on and went back to the lobby again to really know what was going on. The janitor finally found out that, because of a decision of Pearson Vue, the test was to be dispensed in another room named Strathcona.
After I found out, the janitor came by the room and unlocked it. It was already 7:55am, we were in the room with all the Pearson Vue computers and material and no one was there to welcome us (we were 3 test takers). As mentioned in the email below, the test takers are being asked to arrive at the test centre 30 minutes before the scheduled appointment. The Pearson Vue employee arrived on-site at exactly 8:10 am, which means we were supposed to have begun the test 10 minutes ago already. Even if the employee was late, he never realized the impact that such a situation could have on me. I was already anxious by getting there 30 minutes before the scheduled appointment, finding the right room where the test would be given and now starting late. I do not started the test before 8:20am.
On top of that I have to point out the fact that this temporary test centre was not suitable for the occasion. The test was in a small conference room where 4 picnic tables were setup. The other conference rooms beside us were occupied by large crowds, and as a result, it was really noisy in the room and even with ear plugs I could not fully concentrate and keep my focus. Before the beginning of the test, the Pearson Vue employee told us that a decision to move of room was taken the day before because Pearson Vue received complaints due to the high noise level. This is also the reason why there was so much confusion in the hotel lobby about the right room where the test was supposed to be given. Even if there was a room change, I can assure you that the noise was still a disturbing factor for me.
Hence, based on the facts that I showed up 45 minutes before the scheduled appointment, I searched and inquired the hotel staff about the right room to go to, I waited alone in the Pearson Vue room until 8:10am, which is 10 minutes before the scheduled appointment, before the Pearson Vue showed up, I had to ask him when the test would finally start only to get the answer "when I will be ready", I started the test 20 minutes after the scheduled time, and I took the test in an unsuitable and noisy environment, I believe that my score was affected by all these factors on top of the already existing stress caused by taking the test. I paid $250 for this test and I have the right to ask to take it in a controlled environment and, on that day, it was not the case at all. Therefore, I ask to get a full refund of the exam cost for the test taken on November 28th.
Please advise.
Regards,
