Connecticut Computer Service, Inc.

Review: This company is a testing center for [redacted] and other [redacted] exams. They previously had a facility in Milford which they closed despite the fact that the [redacted] booking system still allowed exams to be scheduled. I received my confirmation for the exam (some details provided below):Program Name: [redacted] (070, 071, 074, 075, 076, 078, MBx) Exam Name/Description: Upgrading Your Skills to MCSA Windows Server 2012 Exam Number: 070417 Exam Language: U.S. ENGLISH Appointment Date: 16 APR 2013 Appointment Time: 12:00:00 Appointment Duration (HH:MM): 3:30 Please note that the appointment duration may include an exam tutorial and client survey. Test Site Code: CT6 Test Site Address: [redacted] MILFORD, CT 06460 United States Test Site Phone: [redacted] When I showed up for the exam the center was closed.I spent 10 hours over the weekend preparing for the exam and took a day off from work and I was unable to test. In order to do so now I have to take another day off from work as these tests are 3 to 4 hours booking time long.

Product_Or_Service: Certification Exam

Order_Number: [redacted]

Desired Settlement: I want to be compensated for my time and loss.I spent 10 hours of time for an exam I could not take and I burned a vacation day that I cannot get back now.This issue was not my fault; I followed the rules and procedures and the testing center's other location did NOTHING to help me; they could have accommodated me with a seat but they did not because they do not care about customer service at ALL. They dismissed me out of hand and said "let [redacted] deal with it."

Business

Response:

Business Response /* (1000, 11, 2013/05/22) */

Our first receipt of this complaint was on 5/20/13.

In response to Mr. [redacted]'s complaint, we do understand his frustrations but preventing the situation and providing immediate resolve on April 16, 2013 was not in our control.

Of course, we are very sorry for the inconvenience.

Conducting an internal review at Connecticut Computer Service (CCS) and with [redacted], below is the sequence of events related to the facility closing and the actual test day on April 16, 2013:

[redacted] requires 30 days' notice to close a testing facility.

CCS filled out the official [redacted] closing form and sent it in on 3/15 for closing on 4/15.

In turn, [redacted] confirmed our closing date of 4/15/13.

CCS officially closed this facility on 4/15/13.

When reviewing with [redacted] on 5/21/13, they explained they do not automatically close scheduling of a site until the site is actually closed, we don't understand why but this is their policy. In addition, it is [redacted]'s responsibility to contact testers to reschedule once the facility has closed. We can't defend or explain why they didn't contact Mr. [redacted] before April 16, 2013.

In this particular situation, Mr. [redacted] registered for his test online with [redacted] directly on 4/5/13, therefore we were not aware of his registration nor was involved with it.

On April 16, 2013 when Mr. [redacted] notified CCS of the situation, the only way we could accommodate was to have him come to our Southington Office to take the exam.

Unfortunately, this was not an option because our testing center in Southington was occupied by other scheduled tests.

This was explained to Mr. [redacted] and was unacceptable to him.

Since there was nothing CCS could do except help Mr. [redacted] reschedule for another day at our Southington facility, we recommended he contact [redacted]'s Candidate Care.

We explained they may have other testing centers in the area that they could direct him too.

This process is [redacted]'s policy as well.

If Mr. [redacted] is interested in pursuing further he will need to contact [redacted]'s Candidate Care and work with them directly.

At this point, we understand Mr. [redacted] did reschedule with [redacted] for another testing date which was on 5/1/13 in New York.

Understanding the situation, CCS is willing to offer a 5 Day [redacted] Class (led by a CCS Instructor) to Mr. [redacted] at no cost out of our Southington Office.

This offer will be valid until September 15, 2013.

If Mr. [redacted] would like to accept this offer, he will need to contact [redacted] at XXX-XXX-XXXX ext 214 by June 15, 2013 confirming and concluding this matter with CCS.

Consumer Response /* (3000, 13, 2013/05/23) */

(The consumer indicated he/she DID NOT ACCEPT the response from the business.)

I am nearly done with my examinations for the Server 2012 certification track; I am taking XX-XXX today as a matter of fact and that will end my need for classes or tests for three years on [redacted] Technologies.

The loss here for me was twofold - I spent a weekend away from my kids studying for this exam; a few hours on Saturday and a few on Sunday. That cannot be measured in dollars so let's leave that for now. I took my testing day off from work. XX-XXX is a compilation exam of three other exams - XX-XXX, 411 and 412. I didn't want to be rushed working in the AM and then going in for an exam with this particular exam (the experience I have when testing in NY) so I took the day off and it was wasted because I could not take the test.

Not only did I waste that morning studying but I lost the vacation day; I had to reschedule the exam again, spend another few hours "refreshing" my study prior to taking it and I had to burn a half a vacation day.

I called CCS the day of this issue and they were unprofessional, laying all the blame and responsibility on [redacted] (who I agree was probably more at fault). I asked to speak to the individual that was responsible for making the decision to close the Milford Office and I was not transferred and no effort was made to collect my contact information for that person to get back to me when it was convenient for them - I was being dismissed out of hand and that is because of the brazen nature of the way they do business there.

Sorry doesn't cut it.

I was scheduled for an exam and payment was taken (that was credited after the fact) therefore I had a valid exam time. I prepared as such, I took time off from work to attend the test. And the resolution being offered "take five more vacation days off from work and occupy a chair in one of our classes".

Not good enough.

I lost a full vacation day; when you talk about recovering a loss to be made whole that should be taken into consideration. CCS cannot give me my vacation day back but they can cover my salary for a day's pay which offsets the loss.

But I am sure they'll say they don't do that and it's [redacted]'s fault - passing the buck and absolving themselves of ANY responsibility for ANYTHING here.

I cannot get back the additional half day vacation I needed to take off from work to take the exam at the reschedule nor can I recover the second weekend of study but at the very least my loss of the original value of my vacation day should be granted between the two parties at fault because the test taker (me) followed every process and procedure and was completely at the loss when the process failed and this was ZERO fault of my own.