Disappointed
Posted
Very easy to schedule exams, very difficult to sit them however
Due to the pandemic, a course that I took chose to use ProctorU instead of an in person examination. I had never sat an online proctored examination before but went into this open minded. The good: - It was very easy to schedule the exam with lots of flexibility around dates and times. If you are able to use the software on the first go, I imagine it may well be less stressful than an in person exam. - The support agents also reply to you quite quickly. The bad: - I still haven't been able to actually sit my exam. - The customer service is mixed (and that is being generous). If you want an answer the same day you have to use the in chat support, however there is no way to send any screenshots to the agent. This makes it extremely frustrating when you contact support to tell them you can't download the file because clicking download does nothing, and they just tell you to click download, even though I have explicitly said "I clicked download but nothing is downloading, and I do not have downloads in my download folder". The agents do respond quickly but they were not able to solve the problem for me and I did not feel they were "listening" to me (I say "listening" as support is limited to text based chat) and I often had to repeat myself. I feel like part of this could be improved by adding a share images function to the chat so you could share screenshots with the support agent. I have spent over an hour trying to sit my exam, trying two different devices and rebooting my router to follow the troubleshooting advice. I am still waiting for the support team to tell me how to fix the error on the second laptop (30 minutes after I sent an urgent email with the images). What makes this worse is in order to sit my exam I need to go through this all over again tomorrow!