Pearson examination - exam procedure and being revoked

Question

Just tried to do my Solution Architect Professional exam through Pearson OnVue. After 2 hours (and 45 min check-in) and about 50/70 questions through I was kicked out by Pearson. After chatting with Pearson support I was told the exam was revoked because I leaned in too much and got out of view from the webcam.

Checking my phone afterwards I can see that they did attempt to contact me via my phone. As directed by the check-in proctor, both my phone and smartwatch notification were off, silent, and far away from my test area - as you would in any exam situation. There were no other form of contact before being booted. I feel like this is some kind of catch-22 situation where:
* Pearson will fail and revoke if I use an electronic device (phone) during the exam
* Pearson will fail and revoke if I am not reachable through the banned electronic device

I am all for stringent exam environments but I feel that all this could have been avoided if the exam app did a pop alert saying "We are trying to contact you via chat or your phone" and pause the exam.

Anyone know what's the usual resolution for cases like this? Do I get a reschedule exam or is my money gone for good?

Answer

I redid my exam 2 weeks later. This time the main point of contact was through the app's voice and text chat. I got warned mid way for mumbling. This was by far the better user experience than trying to contact me via the phone method which was explicitly disallowed according to exam conditions.

It annoyed me that I got 711 in the first exam with about 2/3 of the questions answered, and passed comfortably on my 2nd attempt. It just felt like I wasted 3+ hours on my first attempt due to bad UX.

Answer

Normally they contact you through chat which is embedded into Pearson test application.

Answer

It's now been nearly 4 weeks and my review is still underway! In fact, judging by the last communication I received from the Training and Certification team, it seems that they only started reviewing my case this week - that's way beyond the 3 weeks they told me initially that it would take. 
This review process, done by the Services Team, is almost as bad as the service provided by the proctors. Everything's been on hold and I truly regret trying the exam online!

Does anyone know how to escalate this issue to make sure that the review is truly underway? Thanks!

Answer

I hate for this to be my first post here... but the same thing happened to me! I got a message saying that an unapproved item was found on my desk, about 90min into the exam so it was revked.
Less than 30 minutes before the message appeared I'd been contacted by a proctor to show my desk using the laptop. It was deemed fine (I had an external keyboard and mouse attached to the laptop, both wireless). It wasn't the first time they checked my desk either so if something was wrong they could've told me from the start - but again, they said it was fine, so I don't understand what was this "item" that revoked my exam!
And their chat assistant afterwards was completely useless! 30 min on the chat and they're asking the same questions: name, e-mail, contact, etc... and don't come back with any answer!

And they did not try to reach me on the phone.

Does anyone know how to raise a complaint?

Thanks!

Pearson examination - exam procedure and being revoked

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