Support Ticket Unanswered – Reschedule Issue Due to Delayed Support Response

[varun_babu]

I am looking for assistance or escalation regarding an open support request (Ticket #00977505) that has gone unanswered for nearly a week.

Here is a brief summary of the timeline and issue:

• July 28, 2026: I submitted a High Priority support ticket because future exam dates were grayed out in the system, preventing me from rescheduling my test.

• July 31, 2026: I did follow-up on the ticket asking for an update.
• August 1, 2026: I received my first response from support, informing me that the last exam date for the voucher was July 31, 2026, and the ticket was marked as Closed.

Because support took four days to reply, the deadline passed before I was given any response or options to take action, through no fault of my own. Additionally, the original voucher terms communicated that registration simply needed to occur before the end date, not completion of the test itself.

I replied on August 1 requesting that Ticket #00977505 be reopened and escalated for either a voucher extension/reschedule or a full refund, but I have not received any follow-up since.

Could a community manager or Databricks team member please help escalate this ticket to the certification/training support team?

Attaching screenshot of email thread for reference.

Thank you for your help.

 

[Sumit_7]

@varun_babu That's not a system issue - exams can only be rescheduled to a given date. Also it's should be 24 hrs before the exam for free reschedule, failing this attracts late fees.

[varun_babu]

@Sumit_7 You seem to be misunderstanding the timeline and the nature of the issue here:

1. Well Outside the 24-Hour Window: I attempted to reschedule on July 28 - which was 3 full days (72 hours) before the July 31 voucher expiration date. This was not a last-minute attempt, so late fee policies are irrelevant here.

2. System Block, Not User Error: The Webassessor system had all future calendar dates completely grayed out, making it physically impossible to select any date - even dates prior to July 31.

3. Delayed Support Response: Because the portal blocked date selection, I immediately opened a High Priority ticket on July 28. Databricks Support did not respond until August 1 - after the deadline had passed - making it impossible for me to take action while the window was open.

Kryterion Support has already reviewed the account and confirmed in writing that the grayed-out dates were due to the voucher parameters set by Databricks, and that Databricks holds sole authority to grant an exception, replacement voucher, or refund.

I am requesting a Databricks Community Manager to please help escalate ticket #00977505 to the training management team.

[Sumit_7]

@Rishabh_Tiwari @MandyR Please assist here.

[masonreed11]

That’s frustrating, especially since you raised the issue before the voucher deadline. recommend asking a community manager to escalate Ticket #00977505 directly to the certification team for review. Hopefully they can offer a voucher extension or refund given the delayed response.

[Advika · Accepted solution]

Hello @varun_babu,

We understand your concern and apologize for the inconvenience.

The relevant team will follow up with you on support ticket [#00977505] regarding this matter. Please refer to the ticket for further updates.

Thank you for your understanding.

[varun_babu]

@Sumit_7 @Advika Thanks for your support. I wanted to provide an update on where things stand with my support ticket (#00977505😞

• Support Response: Databricks Support just replied stating that they are unable to issue a replacement voucher or refund, citing high ticket volume for their delayed response and stating the exam expired on July 31.

• Key Discrepancies Identified:

  1. SLA Breach: Support noted that standard response time is within 72 hours. Since I raised my ticket on July 28, a reply within 72 hours would have arrived on July 31 (while the window was still open). However, the reply arrived on August 1, after the deadline passed.

  2. Voucher Terms: The original Learning Festival voucher email explicitly stated the code had to be redeemed/applied before July 8, 2026—with no mention of a mandatory July 31 exam completion deadline.

  3. Payment: I paid $100 out of pocket for this certification exam.

• Kryterion's Position: Kryterion Support has already confirmed in writing that Webassessor locked the dates based on sponsor settings, and that Databricks holds sole authority to grant an exception or replacement.

I have replied back to Databricks Support requesting a formal managerial review based on these facts.

If you are able to escalate Ticket #00977505 internally for dragging with invalid responses, it would be greatly appreciated. Thanks!