College Board review: customer service 4

I just spent two days trying to complete the CSS profile for my daughter which was due on Nov 1. It 's a 20min form that was not available until one hour after the deadline was over. The college board makes so much money but i'm glad a lot a schools are not taking this racket too serious any more.

The customer service people just feed you a line. They know they are not doing anything. No incentive to do a good job. They have the whole SAT market.

today I just got off the phone with the college Board and once again I was promised an answer by a certain date. This is the third guarantee that they have given me. I guess I should understand that it is worth less than the time I wasted waiting for them to get back to after talking to a "Supervisor". Interestingly when I asked for the surpervisor's name, the agent gave me a very feminine name, Jeanine, but continued to refer to the supervisor as "he" and "him". My guess is that while he left me on hold to "talk" to his supervisor, he went to get a cup of coffee and enjoyed and then came back to provide a guarantee - I repeat a third guarantee. This was after when an another agent told me that no supervisor was available. I am beginning to think that the people who man the phones at the collegeboard were high performers at providing service at the major Telco - we all know that customer service at Telcos is an oxymoron.

I called collegeboard to receive my sat scores. The first agent i got was nice. I told him i wasn't too sure of the date that i took the sat and with my information, he was able to tell me that i took the sat in may 2011. He told me that i should be able to check my sat score on my collegeboard account. It's been so long that i couldn't even remember that i had an account so he provided me with my username and a temporary password. I verified with him if i would be able to retrieve my sat scores on my account, he said yes. I log in, no test score available. I call back, not even 5 minutes later, this same agent had a similar accent but only this time, he was rude. I explained to him that i had just called and there were no sat scores available. He ignored me. I waited for a good 20 seconds to see if he would reply, i thought maybe he was running up my information. No. So i say, "hello?" twice! Finally, i get a, "yes ma'am. " i repeat myself again, and what happens? He ignores me again! I waited for 30 seconds! Confused! Is this some kind of joke! I asked him if he could hear me, he said yes. So why was i being ignored?! So he ran up my information. Asked me to verify my security question. I answered it. Another silence! Another hello! And he asks me to verify that same security question again! So i do. He tells me that on my username, i should click it and i'll be able to get the scores. Again. No scores available. He made me sign in and out about 3-4 times. Same thing. And then, he had the nerve to tell me that he would walk me through it, because apparently, i was doing it wrong. He spoke to me like i was an idiot. I held my tongue. He basically told me to do the same exact thing he asked me to do, 3-4 times already! And then he goes to say, 'oh, you don;t have any sat scores. " i tell him that i'm calling to retrieve my scores for that 2011 year that i was told i took it. And he goes to tell me, "you didn't take the sat. " so i'm telling him that the agent i spoke to, not that long ago, told me that i took the sat may 2011! He tells me that the agent who told me that gave me wrong information. The agent i first spoke to sounded just like him! I am apalled! Shook to the core! This is one of the worst customer service i have ever received in my life! If i did not have sat scores to begin with, why didn't you mention that from the beginning?! I don't know his name. He said his name and id number but his accent and the way he spoke, sounded like gibberish. Supposedly, for "quality service" the line is recorded. Well i hope it was recorded and dealt with because his service and attitude was beyond unacceptable and disrespecting. I will let everyone i know about the experience i had with collegeboard customer service. Disgusting.