I've submitted this through your customer service contact box but it bears repeating for the community. I had a horrifying experience writing PDD today. I logged onto Prometric an hour in advance as I typically do to be safe. It took Prometric 45min to match me with a proctor. I went through most of the exam before my screen suddenly went blank on one of the case study questions. I don’t know if the software has difficulty with the heavy drawing set PDFs—it certainly seems that way though the software is slow and deficient in many many ways. I had 10 questions and 48min left in my 4h5min exam when the software failed.
There was no issue with my internet and I was still connected to the proctor. She said to exit and log in again so I did. I waited 1h30min in line to be matched with a proctor. I tried to contact Prometric customer support over their unhelpful chat line and on the phone. Finally, I was connected to a proctor. After a full security check, he let me into my exam. I worked for less than 10min before the software screen went blank again.
I exited and logged back in. I waited and waited to be connected to a proctor. After 20min I was connected to a proctor. He said since my exam failed twice, if I enter again and get disconnected a third time, they would have to reschedule my exam. He strongly urged me to call technical support before I logged back in. I told him I'd had difficulty contacting anyone to troubleshoot. He said I will be able to get help. I exited and called 3 numbers and 2 chat lines before I was connected to someone. The employee on the phone provided little help aside from giving me the number that I would need to call to reschedule my exam.
I tried to enter my exam again, waited for a proctor for another 20min before he logged in and told me he needs my technical support ticket number before he can connect me back to my exam. I had to call and get a ticket number but this time I wasn’t lucky to just wait 20min before I could be let in. I had to wait 1 hour for a proctor to be matched with me. This experience was so excruciating that I was relieved for it to be over no matter the outcome.
With the amount of mental and emotional stress this process entailed for me I wasn’t surprised to see that I didn’t pass the division—almost 7 hours after I logged in to do a 4h5min exam. I request that NCARB looks into the unacceptable and inappropriate conduct by Prometric. I wrote this exam under extremely unreasonable conditions provided by NCARB and Prometric and would like to not wait 2 months to do this rescheduled exam. I had to speak to no less than 12 Prometric and NCARB customer service employees during the course of a single exam. I cannot think of any professional institution that sees this as an appropriate treatment of its members.
Please sign in to leave a comment.