New Dashboard on PMI.Org - Unable to find My Certificates

Thank you, Heather McLarnon, appreciate your efforts.

As info for other members, since the Customer Care e-mail is not monitored anymore (not sure why quite honestly), I did take sometime to chat with someone Live and at first, their answer was: "Please be advised prior to 2019 we did not provide the exam analysis, therefore we do not have a way of providing those to you at this time."

Then I did inform them that those exam analysis results for my exams taken before 2019 were available on the system for (PMP - Jan 28, 2016 PMI-RMP - Mar 13, 2018 PMI-SP - Apr 16, 2018 PMI-ACP - July 09, 2018) so then after investigating, the representative said: "I have notified the authorized team about the issue, please allow us some time, our team will get in touch with you with an update."

Will keep you posted if I hear anything but hopefully also Heather can get us some answers sooner.

Rami Kaibni I spoke with the certification team and a message is being deployed today stating, "Exam Analysis data for this exam is only available for the last 5 years. No older reports are available."

This change is do to the Exam Vendor retention policy that is now in place. If you don't see the message currently, please check back tomorrow to give the system enough time to update.

Any questions, please feel free to reach out!

Heather McLarnon: Thanks for the updates, appreciate the quick follow up. I do have a question for the certification team:

Why did PMI not let certifications holders know about this coming change in advance so members can at least print their exam analysis in PDF for their own records? I feel this is unfair for people who did put time, effort, and money to go through the certification process just to end up losing their exam analysis without prior warning. The exam analysis is a great record to have for certifications holders and while I totally understand the issue with the Vendor Retention Policy yet, PMI should have handled this better by taking their credential holders into consideration and notifying them in advance so anyone who'd like to have a copy can print a PDF one for their records before they are deleted from the system. I am a holder of all PMI credentials, so I am personally and professionally heavily invested in this and I can assure you that this "Surprise Approach" is not a good approach. For some, having a record of the exam analysis might not be a big deal, but I know for many others, they'd like to retain a record. Would appreciate any feedback from the team on this. Thanks in advance!

Heather McLarnon: I just received a follow-up email from PMI to my earlier chat and this is what they mentioned:

"We hope that this email finds you well and can confirm we've received your request for accessing reports for exams you've taken prior to 2019. At this time, we are unable to provide reports from before 2021. If there's any specific information about past or current exams that we can clarify or assist you with, please reach out any time as we are always happy to help. Thank you very much for your understanding with our limitations on this subject."

This e-mail I just received mentions that any reports before 2021 won't be available while the feedback you got from the certifications team says for the past 5 years (i.e. before 2019) so both answers are contradictory. Don't you think this is a bit misleading for the credential holders and that more clarity should be provided in a formal way and in advance?

The funny part is that the response I received was from a no-reply e-mail so I can't even respond to that and yet, they mention: "If there's any specific information about past or current exams that we can clarify or assist you with, please reach out any time as we are always happy to help" - Well, I followed their instructions and reached out to them via chat, asking about past exam info, their answer was: We can't provide any info on past exams before 2019 :-)

Imagine how much time I spent today chasing this and didn't get anywhere. Communication should be much smoother and more transparent, which usually is the case, but I don't know why recently I've noticed this has been taking a downward trend.

Rami -

I echo your concerns about the elimination of this access, but more critically, the lack of lead time provided to credential holders.

It would have taken no effort at all for the certification group to send an e-mail to all current credential holders recommending they download a copy of their analysis reports prior to a given deadline for implementing the change. After all, they bug us regularly enough when our credentials are ready to be renewed!

For an organization which evangelizes the importance of effective stakeholder engagement and communications, this is yet another unfortunate example of "do as I say, not as I do".

Kiron

Rami Kaibni Sorry to hear about the confusion with responses! I’ve shared your feedback with Laura Coscarelli so we can work to improve our team’s coordination with the certifications team and customer care!

Thank you, Heather McLarnon - Your efforts are much appreciated. I wish they took a minute to let the credential holders know about this change beforehand.

Kiron, I do agree with you and it's unfortunate given what they evangelize for, but recently, I've been seeing more of these "do as I say, not as I do" examples and the communication/transparency with the community is taking a downtrend. It's a management by surprise approach: We get surprised when we know!

Laura Coscarelli: thanks for your feedback. I am not talking about the communication specific to this community, but more organization wide. Our question is: Why did the certification team not circulate an email in advance giving certification holders heads up for this significant change? Me, and many others, are very interested to know the reason behind this surprise decision and would appreciate it if we can get some clarity on this. Thanks!