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PearsonVue cancelled my exam (I have proof), and now my voucher is missing (They do not want to help).

Hello,

On 14.11.2022, I contacted PearsonVue to re-schedule an exam for me, from a test center to a "home" exam.

They told me that it will not be a problem, that they will proceed to cancel my exam and that I will be seeing my voucher in my dashboard immediately after the cancellation.

The agent proceeded to cancel my exam, and told me that my voucher has been restored and I can proceed to schedule my exam for taking it from home.

However, when the agent realized that the voucher is not appearing, he became defensive and refused to help me, even stating that 'He will not be able to create a support case for me', instead re-directing me to Microsoft for the matter.

I have requested transcripts of the chat, which contains details of the situation on detail, and how I was led to believe there will be no issue.
This happened on PearsonVue LiveChat support with agent named Roel.

In the meantime, I can provide screenshots and photos of this session, to prove that it happened.

The scheduled exam was to be taken on 23rd of November in a test center, with

Registration ID:

**removed**

Please let me know if you can assist me with this matter. I will also be escalating this within PearsonVue, as this has happened by no fault of my own.

Regards,

Kristijan

***Personal information deleted by the moderator. Please see the Microsoft Community Frequently Asked Questions for more information on how you can protect your privacy.***

Hello Kristijan, 

 Thank you for contacting the Microsoft Community. 

I am really sorry to hear about the trouble you have experienced regarding your exam appointment. Allow me to further check and help you with your exam. 

 

Please be advised that if a candidate decided to change the mode of exam (e.g., from Online-proctored to Testing Center or Vise-Versa), they need to cancel the initial appointment first then schedule a new one. 

Thus, if you have registered your exams through “voucherless” process, the discount should be reinstated 36 hours after the exam has been cancelled as long as the registered address you have used in the event you attended is still linked with your Microsoft Certification Profile. Also, make sure to select the exam first that is eligible for the discount. 

 

On the other hand, if you used an actual voucher (alphanumeric code), you can no longer reuse it as it can only be use once. This may also depend on its terms and conditions. 

 

Since you mentioned that the Pearson VUE Support assured you that the voucher will appear on your Dashboard immediately once the exam has been cancelled and was unable to provide further assistance, I will try to forward your case to our Support team for recommendations. 

 

To do this, please provide the requested details in the private message I initiated by clicking the image as shown below: 

Image

 

I look forward to your response. Please note that if no response is received after two business days, the case will be closed and locked. After the case is locked, we will no longer be able to respond, even through Private Messages. 

  

Regards, 

Krixtne_Mndz
Microsoft Community Support
Support Hours – 5:30am – 5:30pm Pacific Time, Monday to Friday (Except US Public Holidays)
Estimated Response Time – within 1 Business day

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Hello Kristijan, 

Thank you for sending the requested details in the private message.

I have forwarded this case to our Support team for further investigation and recommendations.

Please expect for an update within 3-5 business days or as soon as I hear back from them.

 

Appreciate your understanding.

Regards,

Krixtne_Mndz
Microsoft Community Support
Support Hours – 5:30am – 5:30pm Pacific Time, Monday to Friday (Except US Public Holidays)
Estimated Response Time – within 1 Business day

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Hello Kristijan,

I hope you are doing well.

This is to inform you that I received an update from our Support team. Kindly refer on your private message.

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.  

Kind Regards,

Krixtne_Mndz
Microsoft Community Support
Support Hours – 5:30am – 5:30pm Pacific Time, Monday to Friday (Except US Public Holidays)
Estimated Response Time – within 1 Business day

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Question Info

Last updated November 23, 2022 Views 112 Applies to: