SAS Certification Performance Exam, failed to operate properly on Pearson Vue

[LauraRK]

Hi, I am allowing my students to pay for and take the SAS Base certification performance based exam or fundamentals as a final project if they would like to earn certification.  I had a student have technological failures in the virtual lab machine during a performance based exam so they could not complete the exam, she chatted with Pearson and they just told her to submit a complaint and that it could take 3-5 days to hear back, she could not complete the exam and so of course this was very stressful for her.  I wondered if there is anyway to help my student get a faster response from Pearson, or if anyone else has seen this type problem and had work arounds or ways I can help my other students not have this happen to them.  Ideally I would like her to be able to retake the exam and not have to pay again as she did not get a chance to take the first one given the failure of the virtual lab environment during the exam.  It is close to the end of the semester so that makes troubles in that regard as well.  

Thank you.  I would appreciate any advice.

[beccagre · Accepted solution]

Hello Laura, 

I am very sorry to hear that your student had some technical issues with their exam.  So that we can better help you to assist this student,  please send an email to certification@sas.com with the student's name and email in the message.  This way we can track their case from the SAS side of things, get them the resolution they need and work with them to ensure that they have a successful testing event when they test again. Technical issues do happen and typically Pearson is pretty good about contacting candidates within a reasonable timeframe to address reschedules or refunds for candidates depending on the circumstances involved.  

I work with the Global Certification Team at SAS and if you'll pass along the information to that email address I'll make sure that we take care of this student. 

Thank you, 

Becky Gray 

SAS Global Certification Team 

[LauraRK]

thank you so much much Becky. I knew SAS would come through for us, I will have the student contact that email. I appreciate your quick response and great customer service!

[beccagre]

You are most welcome and we'll be on the lookout for the student's email to come into us.

Kindest regards,
Becky