AAhman1172 Tracker

Re: Pearson Vue -- Customer Service Agent Availability

AAhman1172 — Thu, 02 Jul 2020 19:17:04 GMT

Just take the Pearson Vue "blocked account" reasoning out of the equation for minute as the primary issue/concern is really about being able to engage Pearson Vue either via chat or telephone to even start addressing the blocked account issue.

Is there no one in VMware Education who has a vested interest in VMware candidates being able to reach a Pearson Vue representative in a timely manner to resolve an account issue they may have? Or is it truly a "not our problem", "throw it over the fence to the other vendor" stance from VMware Education Team being communicated to this forum?

Re: Pearson Vue -- Customer Service Agent Availability

AAhman1172 — Thu, 02 Jul 2020 17:50:13 GMT

So, VMware is in the same boat with the other vendors who partner with Pearson Vue. It just seems Pearson Vue has normalized poor customer service to the point where their technology partners are willing to accept it as business as usual.

The vendor names referenced are some very large and reputable technology companies who each have their own Education Services team. It would be a welcomed site to see one or more these big-named technology vendors to champion an effort to push Pearson Vue to improve the service they provide to those in the technology community.

Pearson Vue -- Customer Service Agent Availability

AAhman1172 — Thu, 02 Jul 2020 13:03:52 GMT

I have been trying all week to get a block removed from my Pearson Vue account so I can schedule a VMware certification exam. This is now the 4th day in a row I have been waiting for over an hour just to get a Pearson Vue customer service agent engaged via their Pearson Vue Customer Service Agent chat interface. Dialing their customer service phone number results in even a longer wait and after an hour of waiting on either the phone number or chat UI, patience runs out.

Does VMware Education leadership team realize how such a poor customer service experience from their test proctoring partner tarnishes both the test proctoring vendor and VMware's reputation. I understand Pearson Vue is one of few service providers but they should still be accountable to VMware Education Team for providing acceptable levels of response and customer service.

Such a poor customer service experience can be a real deterrent for those wanting to invest in their VMware certifications when Pearson Vue account/billing issues are encountered by testing candidates.