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OnVue customer service (PearsonVue)

Hi, I have just sat the AZ-900 microsoft exam and have failed narrowly with a 640 score. I am demanding a rescheduling/retake of this exam. I asked the proctor one question about taking a break/toilet as I had drunk too much water and was waiting on that screen for AT LEAST 10 mins for a simple response from the proctor (ELYSE). During that time, i was stuck on the chat page and was unsure if i could close the window and continue with the exam as i was became more anxious waiting for the response. This really negatively affected by performance as I narrowly failed from the 700 pass score. Revoke option was prompted by the proctor but no guarantee of retake so I continued to proceed. Because of the stress and wasted time waiting for a simple response (which your proctor took 10 mins to reply), I had to rush the exam as some had a lot of reading and could not review all of the ones i was unsure about. I got 640 score which shows that I was very close to passing. I am demanding for a reschedule or free exam voucher to sit this exam next week again.

Hi,

You take a break by yourself, there is a special button in the exam interface for it, proctor can't make the break happen for you. Also I highly recommend going to the toilet before the exam

Microsoft Cloud Consultant and Trainer | Microsoft Certified Trainer Community Lead, Microsoft Most Valuable Professional

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Hello Nikhil,

Thank you for contacting the Microsoft Community.

I recognized that you want to reschedule your AZ-900 exam due to waiting for the proctor to allow you use the comfort room. Allow me to provide further information about this.

@teriaavibes, thank you for sharing your insights.

This is to inform you that our policies, practices, and procedures may seem strict, but they maintain the integrity of our online proctored exams. That’s what makes your certification so valuable.  

In addition, if a proctor feels the Candidate Rules Agreement has been broken by a candidate, a candidate is suspected of cheating or tampering with the exam software. They will terminate the exam and report the infraction to Microsoft, along with audio and/or video evidence. 

You may consider visiting the Online Exams with Pearson Vue as a reference in the stated information above. 

Moreover, I have already sent to Pearson Vue support the experience you encountered with the proctor behavior and you may also submit your feedback by accessing the link below:  

Moreover, if you used a company discount, I highly recommend coordinating directly with ESI support since they are responsible in giving you another voucher less that can be used to avail yourself of the discounted exam. You refer to the link below:  

Let me know if you need further assistance after contacting ESI support and I will be happy to assist you.

If this solves your problem, please indicate “Yes” to the question and the thread will automatically be closed and locked. In case we do not receive a response, the thread will be closed and locked after one business day. Please be advised that after the case is locked, we will no longer be able to respond. If the resolution provided did not resolve the issue, please post a new question.  

Regards,

Marlon_S_M
Forum Moderator
Support Period: Monday – Friday (Excluding Holidays)
Hours to Respond: 24 Business Hours

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Hi, thanks for the detailed feedback. I am still unsure what the outcome is/has been for my AZ-900 exam? I tried to follow that link on ESI to request in giving me another voucher to sit the exam but has not gone ahead. Could someone please assist me or forward my issues to the ESI to allow me to resit the exam?

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Hello Nikhil,

I appreciate you for getting back to me.

I am very willing to forward your concern to ESI Support but for your account security, the candidate is only allowed to submit a ticket and provide the details of the experience. Please take note to use your work email in submitting a ticket. You refer to the link below:  

Moreover, since you mentioned that you're unable to proceed in submitting a ticket to ESI Support, kindly take a screenshot of the error and send in the private message that I initiated.

If this solves your problem, please indicate “Yes” to the question and the thread will automatically be closed and locked. In case we do not receive a response, the thread will be closed and locked after one business day. Please be advised that after the case is locked, we will no longer be able to respond. If the resolution provided did not resolve the issue, please post a new question.  

Regards,

Marlon_S_M
Forum Moderator
Support Period: Monday – Friday (Excluding Holidays)
Hours to Respond: 24 Business Hours

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Hello Nikhil,

Since we have not received a response from you, we’ll proceed in closing and locking the case. Please note that once Private Messaging has been locked and closed, you cannot reply. If the resolution provided did not resolve the issue, please post a new question.

Regards,

Marlon_S_M
Forum Moderator
Support Period: Monday – Friday (Excluding Holidays)
Hours to Respond: 24 Business Hours

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Last updated June 8, 2023 Views 273 Applies to: