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American Safety Council Complaint - Horrible Experience and Horrible Biometric - Online defense driving course
American Safety Council Complaint

American Safety Council Complaint


Horrible Experience and Horrible Biometric - Online defense driving course

This review has been resolved or replied to by this company.
I have dedicated HOURS to complete this course. I am almost done and only have 2 more days to complete it to then be locked out TWICE. How is it that this system does not recognize my keystrokes? I have called customer service to only be told that if I get locked out one more time they will no longer be able to restore my account. I have to type in this phrase NINE TIMES!!!

The first time I did the 9 strokes I was on my last one for it to not even count it even though it said I entered it correctly. Is this a trick to just steal peoples money and patience?
I am beyond frustrated and angry. This online course is complete torture and could possibly be worse than just sitting in a class room.

Thanks American Safety Council for pretty much stealing my money.

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Charrison919 says: (5 years ago)
Hello Julissa Reyes,
Thanks for sharing your feedback with us. We take all feedback and concerns seriously and try and use it, when appropriate, to enhance our students experience and course as well.

To meet the standards and regulations set in place by the State of New York, we have two biometric authentication systems you can choose from. The first option is "keystroke". That involves typing a phrase to type so that our system can analyze your keystrokes to verify your typing habits and identify you. You get to choose a phrase to type on your keyboard (for example, "Hi my name is John Smith") which you will be asked to type randomly through the course to validate your identity. This type of authentication is ideal for someone who is a consistent typist, able to maintain a pace or rhythm that the computer system can identify. If the pattern varies, the computer detection system picks up on this variance, and the student’s account will become disable and telephone authentication (calling in to check with a representative to get unlocked) is then requested.

The second option we offer during the beginning of the course is "Voice Biometrics". With this option, you see a pop-up on your screen which displays an automated phone number you must call within 90 seconds, and 4 rows of numbers. When you call the automated line, you are instructed to read a specific row of numbers which appear on the screen into your phone so it can hear your voice and verify your identity. If the voice biometric is failed, the student will be required to call to speak with a live representative, at which time the representative and/or supervisor will review the voice sample to ensure it matches the original samples as well as the person calling to request to unlock the account, and the account will be unlocked if it is the actual student participating.

The effectiveness of our keystroke and voice biometric samples have been studied and are reviewed periodically, and we maintain a consistent level of reliability with our system. I apologize that you encountered a difficult experience when trying to submit your keystroke biometric. At times, the biometric sample can be affected by your own typing rhythm changing due to external or personal circumstances, such as using a keyboard that is shaped differently, resetting your hand in a different position, etc. Unfortunately the keystroke system has no back-up method to determine whether the original student simply had an environment change effecting typing, or if a different person was working on the course. This is the reason why we offer two different biometric options. We understand that not every person is a “consistent” typist, and offering the choice the student can select the preferred biometric option for optimal success.

Regardless, we understand that you are frustrated and would like to offer a refund for the course, whether you chose to complete it or not, as we have a 100% satisfaction guarantee, and you clearly weren't satisfied.

I do show your course to be unlocked, but I also show you are close to your 30 day limit for completion.
Let us know if we can be of further help by emailing us directly to: callcentermanagement@amersc.com

Thanks again for sharing your feedback and we hope the courtesy refund is deemed an amicable solution.

Michael Lewin
Director of Customer Service
American Safety Council

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