Thanks for nothing Microsoft!
***REMOVED***, I scheduled to take the AI-900 exam through Pearson Vue, ensuring I was prepared and logged in early, completing all system checks on my device well before the scheduled start. Despite this preparation, the experience quickly deteriorated.
The proctor, apparently based in India, had a noticeably poor internet connection, with frequent audio break-ups and a muffled microphone. Most critically, the video feed froze on their end, preventing me from starting the exam, while everything was silky smooth on my side. Despite my device showing strong connection speeds (49.92 Mbps download and 43.92 Mbps upload), and the onVue being the only application open outside of chrome to test speed. the proctor insisted on unnecessary troubleshooting steps that led nowhere.
I was advised to restart the session and assured there would be no wait time to rejoin. Contrary to this assurance, I ended up waiting for 15 minutes after my exam time had already started and being recycled on the waiting list all of a sudden 3 times to the bottom where as before this did not happen. This lack of professionalism was compounded when it turned out the proctoring was handled by two people, sounding like they were working from home, which felt highly unprofessional.
Their failure to resolve the technical issues, coupled with vague customer support responses, implied the problem might be on my end. However, I was vigilant and confirmed the fault was not with my setup. My repeated requests for an official email to formalize my complaints were ignored, with responses filled with non-committal language. This evasive behavior eroded my trust in both Microsoft and Pearson Vue.
Eventually, I was given a case ID (***REMOVED***), but only after insisting, as it felt like they preferred to talk over me rather than assist. I was also falsely reassured that I could reschedule my exam through a link that would popup on the onVue session at the end of the call and after 3 hours nothing... that ultimately required payment for a new exam. Which is insane.
This experience was not just a ruined Sunday but a loss in income and interest in Azure, creating more hurdles in front of my professional goals.
In my follow-up interaction via chat on their website with Pearson Vue regarding a refund and rescheduling issues, I encountered significant communication challenges. The support process was marked by delays and inadequate responses, with agents repeatedly assuring actions without follow-through and providing vague timelines for resolution. I was particularly frustrated when I was told to expect an immediate popup for rescheduling, only to be informed later that I would have to wait 2-3 working days for any resolution. This resolution does not mean they will agree with me which is baffling.
This lack of coordination became even more apparent when I had to explain my situation to a new agent, raising the question, "Why am I talking to a new person?" This was within the same chat session. This starkly highlighted the disorganized and unprofessional customer support from Pearson Vue, contrasting sharply with the pre-exam assurances and the standards expected in association with Microsoft certification exams.
This ordeal raises serious concerns about Pearson Vue's capability to manage critical testing environments and Microsoft's choice to partner with them. How can candidates trust this process when such fundamental flaws affect their professional advancement and financial outlay?
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