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Assessment companies' poor customer support can block students from taking required exams.

Inept customer service turns assessment companies into unfair gatekeepers of opportunity.

Unresponsive support exacerbates inequities in accessing higher education.

We have all had horrific customer "support" experiences: AI chatbots that churn out irrelevant responses, a labyrinth of dropdown menus and links that make it hard to connect with a live person, a live person who pastes pre-written responses that don't address your problem, unfulfilled promises that someone will get back to you, wasted hours and days trying to get help... the list is as endless as the frustration it causes. But something much worse than annoyance is at risk when inept customer service blocks students from taking exams or fulfilling steps they need in order to gain admittance to universities en route to a rewarding career and life.

I recently spent three weeks trying to help my daughter's friend register for an exam that many universities still require of students........

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