Test Crashed

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13 comments

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    Hannah Davenport

    Unbelievable, yikes!  Where is your testing center?

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    Joan NCARB

    Morgan,

    If you have not yet contacted Customer Relations, please give them a call at 202-879-0520.  

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    Morgan Danner

    Thanks Joan, i did contact them as soon as I got out of the test. They were not optimistic about refund or giving me a retake at no additional charge. 

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    Morgan Danner

    Very disappointed, ncarb provided no retake or assistance to me after following testing center issue protocol, reporting I lost time and my test crashed 3x's, switched computers another... I have option to spend another $100 for score verification or another $210 to retake! Apparently deep pockets are the way to passing the ARE!

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    Elizabeth Cremer

    There really needs to be a higher authority to which NCARB is responsible.  Morgan, your experience is completely unacceptable, although seemingly not at all unique.  The fact that tests continue to crash with no end in sight, no apology, explanation, or at the very least reimbursement of money (since you can't reimburse time and stress) is far beyond the level of service that is remotely justifiable.

     

    We are testing to become licensed professionals, however if we provided the level of service that NCARB is providing, we would never become registered or get a new client.  Can you imagine if an architect kept specifying a leaky roof for a building, and then kept expecting a client to pay to re-roof his house, just because the architect can't identify the issue? 

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    Brian Starkey (Edited )

    ....aaaand crickets when you mention this. Good to know all the money paid goes towards "good customer service". Either that, or the matter was "settled" and one of the conditions was to not discuss..

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    Elizabeth Cremer

    Brian, I completely agree with you - negative feedback (such as this thread) on the community forum is quietly left to die by NCARB, with Joan continually telling posters to call the customer service phone number.  But in my experience (which was similar to, but not nearly as bad as Morgan's) the customer service reps either refuse to admit any problem, explain it away that all professional exams experience the same problem, or my personal favorite - have a customer service rep laugh while telling me that if I didn't personally, nor did anyone I know experience these same issues with the 4.0 exams, then we should just consider ourselves very lucky.

    A good company, service, or rep will stand by their product and will take responsibility when it fails.  NCARB is doing neither with the continued and widespread 5.0 exam issues.

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    Brian Starkey

    And the killer is that WE HAVE TO PAY...not only for the tests, but for yearly "maintenance". It's become like politics. We just get the sunshine and rainbow answers. Luckily I have not have any issues with the exams (other than repeat questions, to which we are told "you didn't, you have to really read the question"). And my response is always the same. This is a professional licensing exam, it's not ten rules on how to trick people.

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    Joan NCARB

    Elizabeth and Brian,

    When a candidate addresses an issue on the Community that is specific to their situation, NCARB follows up with them individually, via phone and/or email.  That's the primary reason I ask candidates to reach out to Customer Relations directly -- so they have the opportunity to discuss their circumstances in confidence, one on one. This is the case in Morgan's situation.  She has been in contact with us and her issue has been taken care of.  Sure, it may take a few days to get an issue resolved. Customer Relations supports many candidates as they work through experience, education and examination.  We understand that, when a candidate requests support from Customer Relations, waiting for a resolution to their issue is difficult and frustrating. We greatly appreciate your patience in these situations.  I hope this helps explain why same-day resolutions aren't always possible, and why you don't usually read about resolutions to individual candidate circumstances on the Community.  

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    Elizabeth Cremer

    Joan, 

    While I appreciate the sentiments you are trying to express, I can say first hand that they simply aren't true.  It took me weeks of being the squeaky wheel before a customer service rep finally returned my repeated phone calls, emails, and community posts.  And even then, the BEST a customer service rep can do is say "I'm sorry you experienced that."  NCARB does not issue refunds, as Morgan has explained.  In my personal experience, it took several weeks and several reps before I even got an adequate apology or even a hint of a recognition of there being a larger problem.

    Your statement that Morgan's issue has "been taken care of" is quite frankly infuriating.  Morgan's issue, and so many issues which are either extremely similar or exactly like hers simply *cannot* be taken care of.  Testers don't get their money back (which is appalling), they certainly don't get their time or missed day of work back, and they have to take the entire test over again.  Compound that with the fact that it seems NCARB is unwilling to admit there is a fundamental flaw in the 5.0 software / test administration approach, and I surely don't see how you can consider Morgans (or mine, or anyone else in our situation) issue to be "taken care of."

    I think it's quite obvious that neither Brian nor myself - or Morgan for that matter - are anywhere close to demanding "same-day resolutions," but are rather looking for even the slightest sense of responsibility and ownership on NCARB's part.  Essentially, we are asking for professionalism from an organization which is supposed to be testing our ability to be just that - professional.

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    Joan NCARB (Edited )

    Elizabeth,

    NCARB has not made a blanket statement that an exam credit is not provided in the event of a technical issue during an exam administration. They are applied on a case by case basis, depending on the circumstances of the situation.  I can't address the details of Morgan's situation because they are confidential.  I understand you are commenting under the assumption that NCARB has a strict policy around test center issues, and the fact is, the issues are addressed on a case by case basis. It is true that each issue is looked into, and it may take some time to get to the root of a specific incident.  We do appreciate candidates' patience as they await a resolution.

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    Elizabeth Cremer

    Joan,

    It seems you are understanding incorrectly.  I do not assume that NCARB has a strict policy around test center issues.  However, what I do assume is that if Morgan's case doesn't warrant an exam credit, then it seems the cases which would are few and far between, if they exist at all.  

    Furthermore, as I stated before on this post and others - these are clearly not "specific incidents".  They are instead symptomatic issues which occur and re-occur nationwide.

    Additionally, as I explained just a few minutes ago, a candidate whose test crashes cannot enjoy a "resolution" and it seems that your repeated use of such terms is only evidence of NCARB's unwillingness to accept responsibility for a testing system which is fundamentally flawed.

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    Brian Starkey

    I've been lucky. I haven't needed anything "resolved". But what is apparent is the lack of resources or the unwillingness to get them up to speed and the lack of apology for it. An example, albeit minor, is the "announcement" that you could now use the number pad on the keyboard for the calculator during a test. A little off topic, but bear with me. Something that, as computer users, we have been doing for, what, 30 years? Certainly prometric can't be the only gig out there (if, in fact, they are the root of the problem), and, certainly, as a profession, we can do better! If we have to be held accountable for HSW, so should you (NCARB) be accountable to the people who must go through you in order to prove we are. 

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