Bumpy start, good recovery

I previously wrote a review about my bumpy start with HyperionDev. After some communication and service recovery, I wanted to re-do my review with the full picture of what happened afterwards.

My first impressions of HyperionDev was not good. Orientation was pre-recorded, there were issues around scheduled meetings and what was supposed to happen and I didn't know who my mentor was. On top of that, I had reached out through email and phone calls with no result. The company was a faceless organisation that had put no contact hours into onboarding and I was a little peeved about it but hoping that I was a student that fell through the cracks and that this was not the norm. Most worrying was the Hangout Meeting that I was prompted to book, got cancelled, rebooked and then no one showed with no communication about this until a mass email a day later. This situation made me very nervous.

After I had written a review expressing my frustration, I received a call from a Student Progression Associate, Mr Warrick S. Mr S hit all points of service recovery (something I used to train employees on). He heard out my complaints, explained the broader context of what was happening at the time, apologised, escalated my complaint and promised that I would 1. Receive an introduction to my mentor soon & 2. Receive a live onboarding session. I felt a lot less anxiety about my course knowing who to reach out to and contact should things go pear-shaped and that I would get a response. Mr S delivered on the actions promised and I feel much better about continuing the course. I now have contact with my mentor.

In the meantime, I submitted my first task and it has since been reviewed. The process is fairly easy and efficient. I had no trouble navigating this section.

Overall in summary, the first week was not great. The service recovery has been excellent and the process works pretty well. My recommendation to HyperionDev is to prioritise making sure new students know who their mentor is within the first 24 hours of their course and to have two group live onboarding sessions (one after hours and one during work hours). If we start on 7 November, I'd like to have everything I need to get going from the first day. That would have changed my four stars to five stars :)

In week two, I'm now more likely to recommend HyperionDev to prospective students, especially if you need the flexibility that this mode of studying offers and once they make contact, they are very helpful.