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Pearson Vue / Pearson Education review: PTE Academic

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Subject: Complaint regarding PTE Exam Experience on 22 June 2023

Dear Sir/Madam

I hope this letter finds you well. I am writing to express my deep dissatisfaction and disappointment with my recent PTE (Pearson Test of English) exam experience that took place on 22nd June 2023. I encountered significant issues during the "Describe Image" section, which adversely affected my performance and overall test result.

Throughout the exam, I had been performing adequately and was confident in my abilities. However, when I reached the "Describe Image" section, my test screen abruptly displayed the message "completed" while I was still recording my answer for the first image. This sudden termination of the recording caught me by surprise, as I had practiced and familiarized myself with the time limit of 40 seconds. It seemed highly unlikely that I had spoken beyond the time limit.

Despite this setback, I remained focused and alert during the subsequent "Describe Image" question. However, to my dismay, the test screen again prematurely displayed "completed" just as I began my response with the phrase "this image describes." The situation left me feeling stressed and anxious, prompting me to raise my hand in search of assistance from the invigilator. Regrettably, no one came to address my concerns or offer support during the test.

Feeling distressed, I proceeded to hastily complete the remaining sections of the exam, as there was no intervention or guidance from any invigilator. Only at the end of the test did an invigilator approach me. I immediately explained what had transpired during the "Describe Image" section, hoping for a resolution. The invigilator assured me that a ticket would be raised to address the issue and provided me with a contact number to follow up.

As instructed, I promptly contacted the given number to seek assistance. However, I was informed that I would need to wait for my test results before any further action could be taken. The support representative could not provide an estimated timeframe for resolution. Given my urgent need to submit my test results, this lack of clarity has caused additional stress and uncertainty regarding my future plans.

In light of these circumstances, I kindly request the following actions to be taken to rectify this situation:

A thorough investigation into the technical issues I encountered during the "Describe Image" section of the PTE exam on 21 June 2023.

A prompt and transparent response regarding the investigation findings, including an explanation for the premature termination of my recordings.

Consideration of the impact these technical glitches had on my performance and an opportunity to retake the affected sections of the exam, free of charge.

Assurance that such issues will be addressed to prevent future occurrences and that appropriate measures will be taken to improve the overall testing experience for all candidates.

Provision of my test results in a timely manner, considering the urgent need for submission.

I apologize for the inconvenience caused by the technical issues during the exam. Unfortunately, the consequences of these issues have put me in a difficult position. After receiving my results, it is disheartening to discover that I did not achieve the desired scores in each band. As a result, I now face the option of either retaking the exam or waiting for a decision from the organization, with no clear timeline provided.

To meet my goals and fulfill my commitments, I must consider the financial implications of this situation. Retaking the exam would require me to pay the examination fee again, which imposes an additional financial burden. Furthermore, rescheduling the exam would necessitate taking a leave of absence from my other commitments, resulting in a loss of income during that period.

Considering the circumstances and the impact on my academic and professional aspirations, I kindly request the following:

A thorough review of my test results, considering the technical difficulties I encountered during the "Describe Image" section.

An expedited decision regarding whether the affected sections of the exam can be disregarded or rescored, given the evidence of the technical issues and their potential impact on my performance.

If a rescore is not possible, a waiver of the examination fee for a retake, acknowledging the unforeseen challenges faced during the initial attempt.

Transparent communication regarding the timeline for reaching a decision and informing me promptly of the outcome.

Any additional support or guidance that can be provided to mitigate the negative consequences of this situation on my academic and professional endeavours.

I understand that administrative processes and considerations may be involved, but I urge you to prioritize the timely resolution of this matter. The financial implications and the impact on my future make it imperative that a fair and reasonable decision is reached promptly.

I have attached a copy of my test registration confirmation and any relevant supporting documentation to assist in the investigation. Please note that I have adhered to the guidelines outlined in the complaint writing guide provided by your organization.

I trust that you will handle this matter with the seriousness and urgency it deserves. I hope for a fair and satisfactory resolution that reflects the inconvenience, anxiety, and potential impact on my future caused by these technical difficulties. I believe in the importance of a reliable and unbiased examination system, and I look forward to your prompt response and resolution.

Thank you for your attention to this matter. trust that you will take my concerns seriously and provide a satisfactory resolution. I look forward to your prompt response and a favorable outcome.



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