PSI and NCARB Dropped the Ball Big Time

I wanted to post this to express my huge dissatisfaction with PSI and NCARB and to try to help any future candidates this might happen to. 

In February, I had PDD scheduled for online test. Before the exam I scheduled a test run the day before to make sure I met all the testing requirements. I had an external camera, however it did not auto-focus - I could not figure out how to make it do that in the settings. So they asked if I had another camera and I said yes, my internal laptop camera. They let me use that one and I returned the external camera to the store. I logged in for my exam the next day, everything went fine, they let me test with the internal camera. I failed the exam by only a few points, but that's besides the point. So I took 3 months to restudy for the exam and rescheduled it for June 1st. I followed the same steps I did for the previous exam - internal laptop camera. However, when I logged in, they wouldn't let me test because I didn't have an external camera so I told them, I was just doing what worked in the test run, which is the point of the test run. I spent the next hour on the phone with PSI for them to finally understand that I didn't have an external camera and for the exam to terminate. PSI told me that I would get an email in 3-5 days and then I could reschedule. I was under the impression that the reschedule fee would be waived because of my special circumstance - error on PSI's part. So I frustratingly waited for a week - no email, no anything from anyone. My score said it was pending on my NCARB record which meant I couldn't reschedule. I finally had the idea to call NCARB on a Friday at 2pm, after I got off work. However, they are on east coast time, I am on west coast time, so I missed them. I waited another few days and finally got in touch with them. They told me they would unlock the score pending in 3-5 days and I wouldn't be charged a reschedule fee. I logged into my NCARB account this morning and saw that I could finally reschedule after 16 days of being in limbo. However, they are making me pay the entire $235. I called them and they said management made the decision and it's set in stone that I will need to pay the full fee again. 

I am very frustrated at the incompetence of PSI and lack of communication by NCARB and PSI together as well as NCARB not being more accommodating in this special circumstance. These exams are already tough and expensive and now I have to forfeit the exam fee and repay it all. I lost a lot of respect for NCARB after this.

Make sure you get an external camera that auto-focuses!