A tale of corporate incompetence

I completed one of my New Year’s resolutions this week.

After six months of fighting with 3M Cogent — the breathtakingly incompetent vendor to which the state of New Mexico has outsourced all its background checks for professional licensure — I received my New Mexico teaching certificate in the mail Tuesday morning.

The end result delighted me, as New Mexico accepted my Oklahoma math certification, thus granting me dual endorsements in math and English at both the middle- and high-school levels. (Because of differences in certification requirements from state to state, I wasn’t sure I’d get a New Mexico math endorsement without taking their test.)

My joy at this outcome in no way excuses Cogent’s ineptitude, which turned what should have been a simple process into a six-month ordeal requiring at least 15 phone calls to nine people in three different offices.

How incompetent is Cogent? Read on.

February: I begin compiling my application packet.

Early March: I submit my packet, including the two fingerprint cards required for my mandatory background check.

Early April: Cogent sends me a letter saying the FBI rejected my first card because the prints weren’t clear. “If you originally mailed hardcopy fingerprint cards, the second card will be automatically scanned, and no further action is required,” the letter states.

Early May: I receive a letter from the New Mexico Public Education Department, saying I need to go to a Cogent office in New Mexico and be re-fingerprinted. (Cogent has an office a mile from my house, but it only fingerprints applicants for Missouri certificates, despite the fact Cogent is a national company using an electronic system to request background checks from a federal agency.)

-__-

I call NM PED to explain I live 1,000 miles from the nearest approved Cogent office. PED tells me to call Cogent.

I call Cogent, tell their rep I’ll be in Tucumcari in early June, and ask whether I should just go to their Tucumcari office to be reprinted while I’m in town. The rep says I should NOT do that, as it will cost extra and create unnecessary confusion. Instead, she says, I should call the New Mexico Department of Public Safety to request a “name-search background check” using my Social Security number.

Phone tag ensues.

Mid-May: I finally reach a NM DPS officer, who says she has no idea why Cogent keeps sending people to her, as ALL background-check requests have to come from them. She says if my first card is rejected, the second will be scanned automatically, and if the second is rejected, a name search will be initiated automatically, so I should just wait.

I wait.

I go to Tucumcari.

I come home.

I wait.

School starts.

Still I wait.

Aug. 19: I call Cogent. A Cogent rep says my first fingerprint card was scanned and rejected, whereupon the process stopped because I didn’t call and ask them to scan the second card (which their letter said would happen automatically).

-______-

The Cogent rep says it’s been so long, the second card may have expired, in which case I should come to a Cogent office in New Mexico and get re-printed electronically (like the other Cogent rep specifically told me NOT to do when I had the chance).

-___________-

Aug. 23: Another Cogent rep calls and says the FBI has scanned and rejected my second card. This rep gives me two code numbers and tells me to call NM DPS, give them those numbers, and ask them to start my name search.

I call DPS.

DPS: Only Jesus can help you.
ME: Can you transfer me to him?
DPS: He’s out of the office.
ME: That sounds about right.

Aug. 29: I finally reach Jesus, who has no idea why Cogent keeps sending people to him.

-__________________-

Jesus says once the second card is rejected, NM PED requests a name search automatically, but given my experience, I probably should call them just to be sure.

I call PED, leave a voicemail, and follow up with an email explaining my situation.

15 minutes later: I get a very apologetic email back from someone at PED, saying Cogent CONSTANTLY pulls this crap on out-of-state applicants and telling me she has just requested my name check, gotten results back, and printed my certificates.

Got that? New Mexico paid Cogent to spend SIX MONTHS blowing off tasks a state employee completed in 15 minutes. Meanwhile, schools are missing potential hires whose credentials have been taken hostage by Cogent’s ineptitude.

If I were a New Mexico taxpayer, I don’t think I’d be pleased to learn this.

Emily

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3 thoughts on “A tale of corporate incompetence”

  1. After the up-close-and-personal experience, are you absolutely sure you want to BE a New Mexico taxpayer, or worse, depending on NM for your income?

  2. He didn’t get my vote, that’s for sure. People are surprised that he’s doing exactly what he said he was going to do. Duh. Illinois is a mess, and likely to be for some decades to come. I can’t figure out why anyone would want to hold office here, to tell the truth.

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