Pearson Education

Initial Business Response /* (1000, 5, 2015/09/10) */
Re: ***
Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure examsPerson VUE operates over 5,Authorized Test Centers
Cisco has specific measures in place to
create a secure, steady and fair exam for all of their candidatesCisco requires all candidates to read, review and sign the Pearson VUE Candidate Rules Agreement prior to taking their examThe agreement requires candidates to understand and agree to the following rules: "If I experience problems that affect my ability to take the exam, I will notify the administrator immediately," and, "The administrator cannot answer questions related to the exam contentIf I have a question of this nature, I will contact the exam sponsor after I leave the testing center."
Pearson VUE has conducted a review of the exam and found no errors or issues that would affect the candidate's examAs stated in the Pearson VUE Candidate Rules Agreement, if the candidate believes that there is an issue with the exam content the candidate needs to contact the sponsor for additional review and feedbackPearson VUE will not be issuing a refund
Pearson VUE therefore considers this matter resolved and respectfully requests that you close this complaint with notation of timely response and proper handling of the underlying incident
Initial Consumer Rebuttal /* (3000, 7, 2015/09/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did do everything they mentionedI talked to the test administrator immediately and they said they could not help meI contacted Pearson Vue immediately after that and got an incident report opened
There was a failure in the testI expect a refund of my $
Final Business Response /* (4000, 13, 2015/09/30) */
Re: ***
Pearson VUE delivers and administers exams on for information technology certification and professional licensure exams on behalf of our sponsorsPearson VUE has conducted a review of the delivery of the exam and found no errors or issues that would affect the candidate's examAs stated in the Pearson VUE Candidate Rules Agreement, if the candidate believes that there is an issue with the exam content the candidate needs to contact Cisco directly for additional review and feedbackThe candidate can contact Cisco customer service at ***
Final Consumer Response /* (3000, 15, 2015/10/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have contacted Cisco and they told me to take it up with Pearson Vue
Give me my money back and I will consider the case closed

We don't see that the student contacted Customer Service. She only purchased the MyMathLab one time and it doesn't appear that she had any issues with the purchase. If she had hit submit more than one time, we would see her attempts She placed the order on 6/15/at 9:PM
Eastern time, the bank will pull the funds from her account and hold them for Pearson. We processed the invoice on 6/which means we went out that night to collect payment. Her credit card was probably billed for final payment within 3-days within that time period based her bank In the past, we have asked for a letter from the bank stating Pearson caused the overdraft and the customer's account activity showing where the overdraft occurred asking them to black out all account sensitive information

Pearson VUE is working with the sponsor and candidate to resolve the issue. We believe this matter has been resolved

We should have been clearer A refund check was issued to this student, not a credit

Our customer service team and management are looking for a solution to this issue and will have something to report shortly

Initial Business Response /* (1000, 11, 2016/02/25) */
Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure examsPerson VUE operates over 5,Authorized Test Centers
Pearson VUE works with CompTIA to deliver exams to
candidates in a fair and balanced mannerThe candidate has received a response and this matter should be resolved
Pearson VUE therefore considers this matter resolved and respectfully requests that you close this complaint with notation of timely response and proper handling of the underlying incident

[A
default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

I am rejecting this response because:PEARSON has assumed that they could not have committed any errors in the processing of this order from *** experienced a host of problems with PEARSON from the startFailure to provide updates, and the items requested, while providing emails suggesting that the order was progressing, when in fact, PEARSON's own personnel stated that the orders were being held for months due to suspicious activityIt took a group meeting to resolve their issues before PEARSON actually released the order months late*** conducted the inventory and discovered missing itemsPEARSON's only defense is their shipping documents*** presented to PEARSON a list of outstanding itemsThose items have never been credited to ***, only denied by PEARSON, under their belief that their shipping documents could not have been in errorThe credit applied by PEARSON was for resources that *** paid for but later PEARSON declared unavailable*** requested the return of the funds for over a year, which PEARSON deniedPEARSON only acted on this matter when *** proclaimed that the retention of the funds equated to conversionPEARSON without communication shipped these supposedly unavailable items (units each- according to PEARSON), without any explanation*** inventoried these items, and compared these items to the packing list provided by PEARSONThe entire count was off by nearly books*** can prove that PEARSON's shipping invoices and documentation is not error freeThe real problem is that PEARSON refuses to providing the outstanding balance of the items, for a whole host of reasons, which *** can disprove:PEARSON Packing Lists (Inaccurate: Inventory by *** utilizes ISBN numbers to ensure accuracy) Outstanding items remainPEARSON claims that *** was confused during the inventory process and made errors (all items outstanding were properly identified and *** has industry experience with all major book publishing companies)PEARSON claims that *** has not communicated constantly/promptly (*** provided a prompt outstanding list, followed up with various entities, all the while PEARSON avoided responsibility and never addressed our concerns)In addition, this order falls under the UCC Article for the Sale of GoodsAs a superior vendor, PEARSON has the responsibility to resolve all reasonable problems with their ordersMissing items are a common problem in the shipping of goodsPEARSON's orders have a higher than error rate for accuracy as it pertains to their shippingThis can be proven both in the original order via our inventory, and the most recent inventory of the items received from PEARSONWhat I find even more troubling is that PEARSON's actions only hurt the children of the American men and women who are deployed overseas to protect and serve this nationThe value of the outstanding list of items is insignificant to a multi-billion dollar company such as PEARSON*** should never had to resort to a Revdex.com claim against PEARSONThey should have acted as all other professional Kvendors and just provided the outstanding items*** *** CEO of ***

Can you provide us with more details on what the exact program is that is the crux of this complaint? We need more details to adequately respond to the complaint. Thank you,Pearson VUE

One of our agents had the student scratch off the code so we decided to go above and beyond what we would normally do to assist the studentWe had to get more information on the books included in her purchase and then we created two courses itheir own instructor account based off the books that
came in her package and provided her with access codes and the associated Course ID's to enroll into my course so she could access the eText and study material. We verified that she did enroll in those courses on September 19th (which is when the case was closed and haven't heard back from her differently) so she should be all set now

Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure exams. Person VUE operates over 5,Authorized Test Centers. Thank you for providing your feedback regarding your testing experience. Pearson VUE recognizes
that candidate comments contribute to our pursuit of increasing overall examination quality and experienceThe Kansas Real Estate License Exam consist of two parts; a general portion and a state-specific portion. On the Website, prior to candidates purchasing a practice test, the first paragraph states: “Pearson VUE offers Broker and Salesperson practice tests for $The tests include questions on general real estate topicsThe tests are developed using concepts found in the general portion of the actual exam and cover areas such as product knowledge, terms, and conceptsThe practice tests coincide with the current, general test outlineState-specific practice tests are not available.” However, as a gesture of good faith Pearson VUE will apply a refund for the practice test purchased by the candidate on January 12th, Therefore, the candidate should see a refund within - business days to his credit card account. Pearson VUE therefore respectfully request that you close this complaint. Please do not hesitate to contact me if you have questions or wish to discuss this matter

Initial Business Response /* (1000, 8, 2015/08/04) */
RE: Case # ***
Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure examsPerson VUE operates over 5,Authorized Test Centers
Pearson VUE offers online
proctored Microsoft exams which allows candidates to sit for an exam at their home or officeOnline proctored delivery has very specific technical system, environment and testing protocol requirements, and candidates must determine if they can meet these specifications and accept the requirements prior to registrationIf there is an issue delivering an online proctored exam the Pearson VUE Customer Service team will work with the candidate to try to resolve the issueIf the complexity of the delivery issue cannot be resolved, Pearson VUE will review the issue and provide a solution within to business daysPearson VUE researched the matter and discovered that the candidate had a connectivity issueThe candidate was able to take the exam on July 16th
We are sorry to hear that you didn't receive the level of support that you expectedAs Online Proctoring of exams is still in the beta phase we are continually working to improve the candidate experience and will take your feedback to heartPearson VUE will not be offering a free exam to the candidatePearson VUE therefore considers this matter resolved and respectfully requests that you close this complaint with notation of timely response and proper handling of the underlying incident

Initial Business Response /* (1000, 8, 2015/11/24) */
Re: ***
Pearson VUE has reached out to this candidate at the email address that he has provided resolve this issue however he has not responded to the customer service requestThe candidate can contact us at *** / ***

Initial Business Response /* (1000, 18, 2015/11/05) */
RE: Case # ***
Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure examsPerson VUE operates over 5,Authorized Test Centers
All candidates who register to
sit for the Florida Department of Professional Regulation receive a confirmation letter explaining the Examination Scheduling Information stating, "Please VERIFY that you have registered your LEGAL name as it appears on your government-issued ID and that your personal information is CORRECTContact Pearson VUE immediately to correct the spelling of your name or update your personal information if you notice any errorsIt is very important that this information is correct, as it will appear as it was entered on the documentation provided to you after you have completed the exam, as well as on any reports to your licensing agency." Unfortunately the test administrator did not follow policy and the candidate was allowed to sit for her initial exam using an ID that was not valid as indicated aboveUpon return for review of her exam the candidate was correctly turned away as her ID did not include her legal namePearson VUE recognizes the discrepancy and is therefore extending a refund to the candidate for the review of her exam
Pearson VUE therefore considers this matter resolved and respectfully requests that you close this complaint with notation of proper handling of the underlying incident
Initial Consumer Rebuttal /* (2000, 20, 2015/11/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They did what I asked forWhich I think is fair

Good afternoon Mrs. [redacted],After carefully reviewing your complaint we unfortunately cannot refund the $50 amount you are requesting for changing your exam. As clearly stated in our candidate bulletin and your confirmation email, there are no refunds and charges. We have attached the entire candidate...

bulletin. Additionally, when you register for an exam you must have selected Canada, once there, you would have been given only the option to take the Canadian licensure exam, this is where you selected NCSBN as her board of nursing, where NCSBN is not a board of nursing. This would have affected the fees that were charged to you as well. Again, this is an unfortunate situation but it does look like you've now registered for the proper exam. Pearson VUE considers this matter resolved and respectfully requests that you close this complaint with notation of timely response and proper handling of the underlying incident.

I am rejecting this response because:
NABP has since assigned a person to personally help me resolve the issue. Pearson Vue has done nothing since my complaint and I have...

not received any communication from them with regard to my situation. Oddly enough when I was offered (and accepted) a personal phonecall from "Tyler" or whoever the last gentleman I ever spoke to from Pearson Vue was, I never received one. That was weeks ago. Due to the lack of response from Pearson Vue a different entity has since assisted me, so I will give no credit of resolution to Pearson Vue whatsoever due to their delayed response on Revdex.com and LACK of response outside of this Revdex.com platform.

Our sales team have reached out to the student to resolve the issue

Pearson VUE was unable to help the candidate until our client provided the candidate with a new authorization letter that can only be obtained from our client.  Once the candidate received the letter she was able to be schedule for her test.  Pearson VUE followed the protocol established by our client.

I am rejecting this response because: this is all information I already know. How is any of this information helpful? I believe for all the time spent, over 4 hours... No contact from pearson in over 24 hours and still no access... I should at least be reimbused for my time, as it should not bethis difficult and it is thursday... The issue was reported monday and I still cant access my course for my homework due on sunday. My instructor has also contacted you. I should get what your reps get, multiplied by the 4 hours I spent online at least... And get a working product. If I cannot completemy online assignment, you should get me up and running and refund me all together, as it is the companies fault the product doesnt work, and im a deans list student that is being extemely inconvenienced. Please do not use my name in anything that would be used online... I didnt use my name on the complaint for a reason. Pearson would not exist if it werent for the need, be a reputable company and do the right thing. Right now this is a dissapointment, and my thoughts are that pearson is catty in response to its customer complaints, and not efficent, and frankly a nightmare.

.[redacted] is a customer of the MyLabsPlus program we run in HigherEd. The program has experienced some issues this peak. I find no record of [redacted] contacting support for help. I have documentation of all the issues that have occurred. There was a time that the site did have random outages for 2 days...

but to my knowledge the site was not completely down.