Robert Cave Cooling & Heating

August 28, Dear *** ***,On Sunday August 16, at 12:49am the client sent a Help Desk request indicating that his Internet connection to the course final test was interruptedPlus, he thinks that some of the questions on the test were not covered in the course.On Monday August 17,
at 9:21am, SCTE responded as follows:I'm sorry you experienced Internet issues while taking your Broadband Premises installation Course Final TestYou may want to try a different Internet browser when you retake the test*** *** usually provides the best experienceI have given you two retakes on the Course Final Test and additional days so you can retake the testYour course has been extended to 8/noticed that you also need to complete the Module Quiz.If you have concerns about the questions on the test, could you send me some specific examples so the course instructors can look into them?Students occasionally have issues with Internet connectivity if an unsupported web browser is usedSCTE posts Supported web browsers on the training platformAlthough the web browser a student uses is out of SCTE's control, SCTE provided this student with two complementary retakes of the Course Final Test, additional days in the course at no cost, plus advice on how to be successful (a reminder to complete the Module Quiz).Help Desk requests are monitored and responses made during regular business hours, 8:30am to 6:00pm Monday through Friday ET, and SCTE responded to this client within an hour of openingThere is also a process in place to address concerns Students may have regarding test questions and how they relate to the course content.If I can answer any questions, or if you need additional information, please do not hesitate to contact me.Sincerely,Pam NSenior Director, Education and Certification,

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
Due to the examination is still flawed and it has nothing to do with my internet connectivity. I currently have the fastest internet that my company has to offer and it works fine for everything else. I completely disagree with this and as you can see other students also agrees that the examination is flawed.
Regards,
[redacted]

October 19, 2015Dear [redacted],I would like to provide an update on Consumer Issue #[redacted].Summary of issue:On Sunday August 16, 2015 at 12:49am the customer sent a Help Desk request indicating that his Internet connection to the course final test was interrupted, Plus, he thinks that some of the questions on the test were not covered in the course.On Monday August 17, 2015 at 9:21am, SCTE responded as follows:I'm sorry you experienced internet issues while taking your Broadband Premises installation Course Final Test. You may want to try a different internet browser when you retake the test, [redacted] usually provides the best experience. I have given you two retakes on the Course Final Test and 7 additional days so you can retake the test. Your course has been extended to 8/30, noticed that you also need to complete the Module 3 Quiz.If you have concerns about the questions on the test, could you send me some specific examples so the course instructors can look into them?Students occasionally have issues with internet connectivity if an unsupported web browser is used. SCTE posts supported web browsers on the training platform. Although the web browser a student uses is out of SCTE's control, SCTE provided this student with two complementary retakes of the Course Final Test, 7 additional days in the course at no cost, plus advice on how to be successful (a reminder to complete the Module 3 Quiz),Update:SCTE spoke with the individual on August 21 and he said he would not withdraw his complaint until SCTE fixed the issues he perceived on the test. He said he was in the process of documenting the issues and would send them to SCTE. SCTE reached out to him by email (personal and work email addresses) on September 9, September 14 and again on October 14, and by phone on October 14, to encourage him to share his concerns but there has been no response. In August he indicated he was leaving the cable telecommunications industry and moving to Florida.If I can answer any questions, or if you need additional information, please do not hesitate to contact me.Sincerely,Pam N.Senior Director, Education and Certification