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American Safety Council Complaint - American Safety Council keystroke biometrics faulty and utterly unreliable - NYS Drivers Course
American Safety Council Complaint

American Safety Council Complaint

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American Safety Council keystroke biometrics faulty and utterly unreliable - NYS Drivers Course


I too am 4 hours into the course and now have been locked out twice. I call the customer support line to get reactivated. the second support person was horribly rude---talking over me non-stop while I try to ask questions, refusing to answer objections with anything resembling empathy or a sense that she's trying to help. She tells me she will unlock me one more time and that's it-no more. After that, I will have to restart the course (wasting 4 hours of my time.) I explained that the first time I was asked to re-verify my identity, I was given at least 5 or 6 chances to enter the phrase (this is not the time I entered while registering). But, the second time it only gave me 1 chance. She says it sometimes does that (in other words, the system is unreliable), too bad.

Doing some research here and elsewhere, I discover that many people have this problem, and many are given many more than a couple chances to complete the course. Looks to me like the customer service folks either don't know the rules or do whatever they want.

Bottom line is I have one more chance to fail and given the way the keystroke system, I'm sure I will. Basically, I've wasted 4 hours of time for nothing, and ACS which knows it system is faulty, will not take responsibility for it. I'm scared to continue (though I have) because I'm sure I will be booted again and will have wasted not just the time but the money.

What I would like is assurances that I am going to be able to finish the course without having to go through this hassle time after time. I also want assurances that ACS is going to work with its customer service staff to provide service. Based on what I've read here and elsewhere, it's staff does neither consistently.


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Comments


Charrison919 says: (4 years ago)
 0
I apologize for any inconvenience and confusion, and I would love to look further into all of the issues you have mentioned. If you could possibly send me an e-mail to lauren.kates@amersc.com with the full name and e-mail address on your account, I would be happy to look into the issues you have brought up and your treatment by the support representatives you spoke with. Thank you for your comments and please send me an e-mail so that I can review your complaint further. - Lauren






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