Hi @Ruby Blue,
I am so sorry that you haven't yet heard back from Reliability Support yet! I advise you to wait and not begin your first attempt yet, we can re-open your testing window if it passes before we get the chance to speak with you, but we wouldn't want you not to get the help you need before your final test attempt. I contacted our Customer Support team internally to see if they can do anything to get Reliability Support to contact you more quickly.
Our Reliability Support team does not take phone calls during the day because they are our CLASS Trainers, and therefore are delivering training on most days. I know it can take a long time to talk with a Customer Support rep when you call in, our phone lines are very busy, and that is why we encourage you to use the "Chat with Support" button in the lower right-hand corner when possible.
Another thing to mention is that I am sure you've gotten emails about the podcast or posts here in the community, these emails are automated to be delivered to your inbox, and this space is managed by me & my team rather than our trainers or the Customer Support team. I know it can be frustrating to get emails from something that isn't relevant to the issue you are most concerned about, but I want to assure you that your case is absolutely with the correct teams that can provide you with the help you need. I
I will do whatever I can to ensure you get a call soon, and I apologize for any inconvenience. I hope you have a great day!
Best,
Allison
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Allison Bloomfield
Silver Spring MD
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Original Message:
Sent: 10-17-2023 14:50
From: Ruby Blue
Subject: Not passing the test
Good afternoon. I have attempted this test two time. I was waiting on someone from Reliability Support the reach out and talk with me, via email or phone. I have talked to several person on the Chat line (transcripts), for the pass three weeks, tell me that someone from Teachstone would reach out to me with in 24-48 hours. Yes, I received several Podcast emails, no Reliability Support. I have sat on the phone several hours waiting, only to be told than Reliability Support doesn't take phone calls. I am very disappointed with the way I have been treated . My supervisor, my trainer, and I have all talk to a Chat line person tell us the same story. My test window expires in two days, on October 19, 2023. I talked to someone on yesterday making the same promise. No one has. I'm going to start my 3rd attempt on October 18, 2023. Good luck to me!!
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Original Message:
Sent: 10/16/2023 4:25:00 PM
From: Allison Bloomfield
Subject: RE: Not passing the test
Hi @Susan MacCleary,
Thank you for reaching out! Our standard recommendation is to contact our reliability support team before your third testing attempt to receive support. If you have done that already and did not pass your third attempt, I recommend emailing contact@teachstone.com. Our Customer Support team can let you know if you have options beyond re-attending training. Thank you!
Best,
Allison
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Allison Bloomfield
Silver Spring MD
Original Message:
Sent: 10-16-2023 16:12
From: Susan MacCleary
Subject: Not passing the test
If a trained observer does not pass on the 3rd try, can they purchase another round of tests?
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SusanMacCleary
PuyallupWA
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