Hello,
It has been an extremely difficult experience dealing with Pearson VUE to take the AZ-900 course. I scheduled the appointment for 9:00 PM EST on 12/29/2022. I started early and went through all of the steps to test my computer and provide pictures of environment etc. When I finished with the "preparation steps", I was informed through the OnVue application that I was number 328 in the queue. I patiently waited for over an hour for the number to go down until it was finally my turn. When it said I was next in line I waited for a couple of minutes and then got a banner message saying:
"Hmm.. there's a problem with your connection. We're placing you back to the top of the queue right now".
The instructions stated to keep my phone handy in case they need to call. But there was no call, instead, I was placed back at queue position 257.. meaning another hour wait. I could not wait another hour so after about 10 mins I clicked on the link in the app that said "We're sorry you exam has not launched, click here to for help or to reschedule. Do not close the OnVUE application unless instructed". When I clicked the link for help, it took me to a chat bot. The chat bot said that responses were within 2 minutes. I waited for 20 mins with no response.
I called Pearson VUE the next morning (today) to tell them of my problem. The phone number is 855-542-6924. I explained the situation and the man listened and was very respectful. He said that he would try to reschedule and asked what time I could do it today. I told him at 1:00 PM or any available slot. After being put on hold he said that all slots were filled until Jan 2nd and there was a slot at 7:45 AM. I didn't want to take a slot in 2023 because I have to get my testing completed for my 2022 work review. But understanding that I had no other choice, I told him that I'd take it. He went to schedule it and of course that slot was now gone. He said that he can get me an appointment a week later. Since I had just waisted another 31 mins (on the phone) with Pearson VUE, I figured that this new scheduled time would most likely turn into another problem and I would just get stuck back in the same quagmire, so I declined. I've opted to drive an hour in traffic to take an in-person test through another company.
Is there anything that can be done about how poorly the test taking experience is with Pearson VUE? They are obviously understaffed when you get put in a queue that takes over an hour for a greeter to get to you. Then their technology does not seem good - getting a banner message saying ""Hmm.. there's a problem with your connection. We're placing you back to the top of the queue right now" after waiting for an hour is very unpleasant.
I'm hoping that Microsoft will do something other than telling me to contact Pearson VUE directly, because as noted above, I did that and it was still a disaster. Please advise if there is a way to escalate within Microsoft.
***Moved from Microsoft Certification / Exams / Exam Registration and Scheduling / Scheduling with Pearson Vue***
