McFalls Company, Inc.

To Whom it May Concern:The Escal Institute of Advanced Technologies, Inc(dba The SANS Institute) would like respond to our customer's complaint submitted on 8/21/and assigned an ID of 12342786.The product *** *** purchased was a GCFE *** (invoice #*** ()*(), $1,249), which
includes months of access to practice tests and a certification examHe gained access on June 12th and his deadline is October 10th.Bryan completed both practice tests (June 28th and July 3rd) earning passing scores on both.His certification exam was scheduled at a private US Military Pearson testing center on July 6thHowever, he encountered technical issues that prevented the completion of the examGIAC Exam Support reopened his exam to enable him to pick up where he left off with minutes remainingWhen he resumed his exam at the same testing center, he unfortunately encountered technical issues again and was unable to complete the exam.GIAC offered a complimentary retake and extension until his return from deploymentBryan declined this option/offer, requested a management contact and stated he had filed a complaint with the Revdex.com.As per our cancellation and refund policies, we cannot issue refunds on our products (cert attempts) that have been accessedIn an effort to provide a positive resolution for our student, we offered an alternative (free retake + extension)Please note that extensions are separate additional charges which we are willing to waive in order to better accommodate *** ***' schedule.I have included a copy of our email chain with *** ***.Should you have any questions or concerns, please do not hesitate to contact me.Regards,Alessandra A*** The SANS Institute*** *** *** *** Bethesda, MD *** - Phone *** Fax###-###-#### E-mail [email protected]