CompTIA

This is my email to the executives:
To: [email protected] ; Randy Gross ; Kelly Ricker (1/18/22) ; Liz Wannemacher ; Colon, Jorge
Subject: Issue with Employee Behavior and Revoked Exam due to a Mechanical Watch Case#08156287

Mr. Thibodeaux,

I sent this email out on Tuesday of this week but I am not sure if you have received it. I am reaching out to you because of the behavior from Comptia employees while attempting to take a Security Plus Exam. I leave it to you to see what can be done about this situation. I am a Sr Test Engineer working for a nationwide company called F_T___. I have sent multiple emails but they seem to be getting dropped or ignored as If I never replied. Very good trick. About 7 emails have been sent out so far. This is very strange for a company to be operating this way. I took an Online exam on June 24th 3:15pm I through your PiersonVue Online. The issues started when the exam started 10 minutes late and then 20 minutes into the exam, I was interrupted by the proctor to say they cannot see my face well enough. This was wasting precious exam time to attempt to put in more light into the room, This should have been asked for prior to the exam. Finally the proctor says she is revoking my exam because I am wearing a watch. I said, " My Watch is mechanical, not smart or digital". She says I will be revoking my exam anyway. Hard work went into preparing for this exam. I received a Case#08______7. These proctors need to be better trained to know the difference and information needs to be documented on the website. They also need to speak better English to understand what they are asking for. CAN YOU IMAGINE A CYBER SECURITY EXAM GIVEN BY PEOPLE WHO BARELY SPEAK ENGLISH! It has been 2 weeks and I still do not have a resolution. Phone calls are not returned or say they do not handle this. I can reach PiersonVue(Handles your OnVue PRogram) but they are now saying that they need an additional 3-5 days. Remember this is from 06/24/22.

I just needed to take the exam again and with the price of $549, I am allowed to take the Initial exam again plus a re-take( IF needed)exam. I cannot sign up for a new exam at this time. If nothing is done here I already have to let my company know what is happening at this point and let them handle any further action needed. I will have to ask for a full refund and call the better business bureau about this situation. I will suggest to my company and the customers that LinkedIn learning should suffice for Security Plus.

Initial Business Response / [redacted] (1000, 5, 2015/07/20) */ I have thoroughly reviewed the consumer's CompTIA certification account, and it appears that he has never logged into his record The consumer may download a PDF copy of his CompTIA A+ certificate which reflects a certification date of September 19, 2008, and the certificate does NOT include an expiration date since his certification is considered good for life and does not expire To download a PDF copy of your A+ certification certificate: 1) Log in to your CompTIA certification account: https://www.certmetrics.com/comptia/login.aspx 2) Click on the Certification tab 3) Click the PDF certificate link under Downloads For any further assistance you may call our customer support team at between 7am-7pm US Central Time, or submit a support ticket at: https://s5.parature.com/ics/support/default.asp?deptID= This should fully satisfy the consumer's request Best regards, Senior Director, CompTIA Customer Service

We have been unable to verify any malfunction of a simulation during the candidate's test experience based upon the exam resultsPrior to taking the exam, the candidate signed the [redacted] Candidate Rules Agreement which states that "If I experience problems that affect my ability to take the exam, I will notify the administrator immediately." By the candidate's own acknowledgement, he attempted to get the test administrator's attention by waving at the camera once, but stated that "I admit that I didn't make further attempts to get an administrator to come into the room."We've offered the candidate a complimentary exam voucher to retake the exam free of charge, which he has accepted as an agreeable resolutionWe've also encouraged the candidate to consider retaking the exam at another test center location if there's another one within a reasonable distance, and reminded the candidate that he must contact the administrator immediately if he encounters any other problemsThank you

Initial Business Response / [redacted] (1000, 5, 2015/10/13) */ I regret that the consumer's request was not accommodated previouslyI responded directly to the consumer via email and in response to the open support ticketI provided an invoice including the consumer's name, CompTIA ID#, the certification renewal period covered and the amount of the fees Hopefully this will meet the consumer's needs, and I provided my contact information for any additional follor assistance that may be needed Best regards, Senior Director, CompTIA Customer Service

Hello ***,I'm very sorry that the [redacted] course wasn't available for you to use for your exam preparation due to technical issuesWe're processing a partial refund for the [redacted] course portion of your bundle purchase, and the $should be credited to your account shortlyI'm sorry for the delay in processing your refund as well, and thanks for your patienceI also want to congratulate you for your Security+ certification, and wish you all the best in your IT career opportunities!CompTIA Customer ServiceSenior Director

Complaint: I am rejecting this response because: You have basically given me the same answer the phone customer service rep gave me Question, if the questions for the test are updated on a regular basis, then how can you be 100% sure that two year old information is going to answer that question based upon current security issues? Answer, you can't! Two years ago certain security measures didn't exist Look up my tests There is your proof Sincerely, William ***

Based on the response from the business they have essentially confirmed that the wording on their purchase page is misleading and the expiration date was not listed on the primary voucher until the purchase was made I cannot accept the offer of 50% off of an additional voucher as I am still being expected to let my previous purchase invalid I am still requesting my original resolution Complaint: [redacted] I am rejecting this response because: Sincerely, James Taylor

We've provided a complimentary A+ exam voucher (a $value) for Mr [redacted] to take the A+ exam free of charge, as a concession for already passing the A+ examIn addition, we have given him a complimentary CompTIA [redacted] A+ course (a $value) to prepare for the A+ exam We believe this to be an appropriate remedy, and trust that Mr [redacted] will agreeWe wish him all the best with preparing for the A+ exams and achieving CompTIA A+ certification.Best regards,CompTIA Customer Service Team

The CompTIA Security+ SY0-exam was launched on May 1, 2014, and is still the current version of the exam being deliveredThe exam objectives, sample questions and other details about the exam are available here: https://certification.comptia.org/certifications/securityThe exams for CompTIA's ANSI-accredited certifications, including Security+, are refreshed approximately every three yearsSo, the Security+ SY0-will likely not be retired and the new version of the Security+ exam will likely not be released until Qof Since the Security+ SY0-exam objectives are still the current exam objectives--for almost another full year--all of the training materials published for the Security+ SY0-exam are the current training materials that cover the SY0-exam objectivesNew training materials will not be developed until the exam objectives for the next version of the Security+ exam are published.All training materials available for purchase through CompTIA's online store (www.comptiastore.com) have undergone a rigorous review process by an independent 3rd-party organization, ProCert Labs, and have met the standards to receive the CompTIA Approved Quality Content (CAQC) designationAll training materials bearing the CAQC designation have been found to have full coverage of the exam objectivesMore information about CAQC training materials is available here: https://certification.comptia.org/training/self-study.Please provide detailed information regarding the Security+ exam content areas that you believe were not covered in the training materials you used, and we'll be glad to investigate your concerns further.Thank you and best regards.Senior Director, Customer Service

In order to address the consumer's concerns about the CompTIA ***- [redacted] Network+ exam, we need to know which exam content areas are being referencedThe Network+ exam objectives can be found here: http://certification.comptia.org/certifications/network.Additional information about the performance-based questions (simulations) can be found here: http://certification.comptia.org/testing/about-testing/performance-based-questio...⇄ the consumer believes there to be exam content areas not covered in the exam objectives, or if there was a gap in the study materials used, we would be glad to investigate further.Exam fees are non-refundable and CompTIA does not provide complimentary retakesThe consumer may use his score report to identify the exam objectives that corresponded to questions answered incorrectly to focus additional exam preparation and studyA score of is required to pass the exam

Granted, the IT industry changes rapidly--probably more than any otherIt would not be possible for CompTIA--nor any other certifying body--to continually change their exams on a moment-by-moment basis when something is updatedCompTIA ISO-accredited exams are refreshed every three years utilizing an extensive exam development processAn exam measures the knowledge required based upon the published exam objectives at that timeThe test questions and answer options presented on the exam are reflective of the knowledge required based upon those exam objectivesIt's unclear if this complaint is now directed at CompTIA's exam development process or the specific exam content presentedAgain, please list the specific exam content areas that were not covered in the exam objectives or in the CertMaster course and we'll be glad to investigate further

Complaint: ***
I am rejecting this response because: it doesn't address the fact that there test was not complete, or proofreadThere were questions that didn't make sense, and some that didn't even provide adequate information to answer the question correctlyIf they had sctually reviewed the testI had already purchased more than enough study materials prior to taking the test, but I do accept the offer to review their course trainingI know my stuff, I can supply you with a transcript if you doubt that This is still not a sufficient response to my problem
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/06/23) */
Called the consumer and sent a follemail regarding the CE program requirements for renewing his A+ certification
Although his A+ CE certification expired on June 15, 2015, we can grant a one-time "grace period" extension in order for
him to pay the CE fees and upload CE activities to meet the required number of CEUsThree CE fees of $each ($total) are required in addition to CEUsAll CE activities must have been completed prior to his original expiration date of June 15, The grace period extension can only be granted within days of the expiration date
If he does not wish to renew his certification through the CE Program, he can retest and pass the current version of the A+ exams to regain certification

Revdex.com To Whom it may concern:The consumer achieved CompTIA A+ certification on October 30, 2015. From her CompTIA certification account history, it reflects that she was able to successfully log into her account on Oct 31, Nov 1 and Nov 4. Her account also reflects that she was able to successfully...

download a PDF copy of her CompTIA A+ certification certificate on Nov 4. We have responded to her online support request and I also called her personally and left a voicemail message asking for her to reach out to us if she needs any additional assistance. In addition, I provided instructions in my voicemail message for how she can confirm her demographic information which will queue a certification kit including a printed certificate and plastic wallet card to be mailed to her. She may respond to the online support request response or call directly at [redacted] for any additional assistance.Thank you,Senior Director, Customer ServiceCallSend SMSCall from mobileAdd to SkypeYou'll need Skype CreditFree via Skype

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

We've notified the consumer that we're going to provide a complimentary exam voucher with a six-month expiration date. We will provide the complimentary voucher code and additional instructions directly to the consumer via his open help request/ticket.

The CompTIA Security+ SY0-401 exam was launched on May 1, 2014, and is still the current version of the exam being delivered. The exam objectives, sample questions and other details about the exam are available here: https://certification.comptia.org/certifications/security. The exams for CompTIA's...

ANSI-accredited certifications, including Security+, are refreshed approximately every three years. So, the Security+ SY0-401 will likely not be retired and the new version of the Security+ exam will likely not be released until Q2 of 2017. Since the Security+ SY0-401 exam objectives are still the current exam objectives--for almost another full year--all of the training materials published for the Security+ SY0-401 exam are the current training materials that cover the SY0-401 exam objectives. New training materials will not be developed until the exam objectives for the next version of the Security+ exam are published.All training materials available for purchase through CompTIA's online store (www.comptiastore.com) have undergone a rigorous review process by an independent 3rd-party organization, ProCert Labs, and have met the standards to receive the CompTIA Approved Quality Content (CAQC) designation. All training materials bearing the CAQC designation have been found to have full coverage of the exam objectives. More information about CAQC training materials is available here: https://certification.comptia.org/training/self-study.Please provide detailed information regarding the Security+ exam content areas that you believe were not covered in the training materials you used, and we'll be glad to investigate your concerns further.Thank you and best regards.Senior Director, Customer Service

All the details of the consumer's ticket correspondence and account history have been reviewed. When first analyzing the request, it seemed that there was misunderstanding over the retake voucher being valid for 12 months beyond the original exam attempt, not 12 months from the purchase date of Jan...

31, 2015.However, the consumer didn't even schedule his exam prior to the voucher's 12-month expiration date of Jan 31, 2016. While the messaging on the online store may not be as clear as it could be (and we'll address that), the order confirmation and order detail emails included the voucher number and indicate a 12-month expiration date. In order for a retake voucher to even be needed or valid, one would first have to take (and fail) the exam in the first place.It's CompTIA's and Pearson VUE's policy that we do not provide complimentary or discounted exam vouchers due to missed expiration dates. However, we're willing to provide a 50% off coupon code as a concession for any confusion the consumer may have experienced, as a one-time courtesy. We've extended this offer to the consumer, and are awaiting a response if the resolution is acceptable.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11131538, and find that this resolution is satisfactory to me.
Sincerely,
Andrew [redacted]

We have been unable to verify any malfunction of a simulation during the candidate's test experience based upon the exam results. Prior to taking the exam, the candidate signed the [redacted] Candidate Rules Agreement which states that "If I experience problems that affect my ability to take the...

exam, I will notify the administrator immediately." By the candidate's own acknowledgement, he attempted to get the test administrator's attention by waving at the camera once, but stated that "I admit that I didn't make further attempts to get an administrator to come into the room."We've offered the candidate a complimentary exam voucher to retake the exam free of charge, which he has accepted as an agreeable resolution. We've also encouraged the candidate to consider retaking the exam at another test center location if there's another one within a reasonable distance, and reminded the candidate that he must contact the administrator immediately if he encounters any other problems. Thank you.