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elgeedavies E
1 reviews | Active since May 2016
17 Jan 2025, 14:58
Frustrated with Teneo Education: A Call for Better Service and Accountability
The service at Teneo Education has been nothing short of disappointing.
We enrolled our two children for Grade 4 and Grade 7 respectively, and it has been a constant struggle to get any form of assistance or clarity from the school. Firstly, we spent two hours waiting on the chat line just to receive their login details. The delay occurred because the school failed to capture the registration payment made on January 3, 2025.
To make matters worse, we had to wait four days for their schedules, and even then, only one child received theirs.
Now, we are being told that we need to pay an additional amount for registration, without any clear explanation as to why. On top of this, the Finance Department has shown an alarming lack of urgency in forwarding the required documents to Discovery for payment of the full school fees. Their responses are limited to generic, unhelpful replies, despite us spending two to three hours waiting for answers through the chat system.
The service has been incredibly poor, and this entire process has left us regretting our decision to pursue online learning with Teneo Education
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Replies (2)
Teneo Online School's replyOfficial
18 Jan 2025, 16:17Dear Elgee,
Thank you for reaching out to us. We understand and acknowledge your frustration. Our teams are currently managing a high volume of inquiries related to the start of school and are working diligently to respond within a 36-hour time frame, depending on the nature of the request.
Thank you for reaching out to us. We understand and acknowledge your frustration. Our teams are currently managing a high volume of inquiries related to the start of school and are working diligently to respond within a 36-hour time frame, depending on the nature of the request.
At Teneo, we are proud to provide comprehensive support to our learners and their families through a robust multi-channel approach. Each day, we effectively handle thousands of queries with the help of specialized teams, including Customer Support, Customer Success, and Admissions.
We prioritize every query and adhere to specified turnaround times to maintain a high standard of service. Once enrolled, families gain access to additional support channels designed to address their needs.
With many thousands of learners joining Teneo each year, we utilize best-in-class CRM systems and ticketing solutions. These tools give us a comprehensive view of each case, allowing us to address specific concerns related to curriculum, format, or other areas with precision.
Our structured escalation procedures ensure that queries are resolved seamlessly, starting from initial contact and, if needed, escalating to a direct interaction with a team member. This system enables us to effectively serve our community and uphold our commitment to quality education and support.
Thank you for your understanding.
Yours sincerely,
The Teneo Team
Yours sincerely,
The Teneo Team
Teneo Online School's reply18 Jan 2025, 16:17
Official
Dear Elgee,
Thank you for reaching out to us. We understand and acknowledge your frustration. Our teams are currently managing a high volume of inquiries related to the start of school and are working diligently to respond within a 36-hour time frame, depending on the nature of the request.
Thank you for reaching out to us. We understand and acknowledge your frustration. Our teams are currently managing a high volume of inquiries related to the start of school and are working diligently to respond within a 36-hour time frame, depending on the nature of the request.
At Teneo, we are proud to provide comprehensive support to our learners and their families through a robust multi-channel approach. Each day, we effectively handle thousands of queries with the help of specialized teams, including Customer Support, Customer Success, and Admissions.
We prioritize every query and adhere to specified turnaround times to maintain a high standard of service. Once enrolled, families gain access to additional support channels designed to address their needs.
With many thousands of learners joining Teneo each year, we utilize best-in-class CRM systems and ticketing solutions. These tools give us a comprehensive view of each case, allowing us to address specific concerns related to curriculum, format, or other areas with precision.
Our structured escalation procedures ensure that queries are resolved seamlessly, starting from initial contact and, if needed, escalating to a direct interaction with a team member. This system enables us to effectively serve our community and uphold our commitment to quality education and support.
Thank you for your understanding.
Yours sincerely,
The Teneo Team
Yours sincerely,
The Teneo Team
eE
elgeedavies E's updateReviewer Update
19 Jan 2025, 03:33That’s alot of generic words and none of it addresses the concerns and complaints logged.
With you all your “World Class” systems and escalation procedures; the fact remains that it’s been over a week of constant contact made through your various “communication channels” and my child is still not able to access her schedule.
Your Finance department responds with generic emails, your chat function keeps us holding for 3 hours at a time, and only once did avemail response reached me.
So yes, you have high demands and enquiries and your systems are overloaded, but, the team behind these queries are further delaying resolving complaints by failing to address the initial queries. Resulting in needles back-and-forth communication instead of just stoping and dealing with us in less then “36 hour” intervals.
Do better, that’s all we ask.
With you all your “World Class” systems and escalation procedures; the fact remains that it’s been over a week of constant contact made through your various “communication channels” and my child is still not able to access her schedule.
Your Finance department responds with generic emails, your chat function keeps us holding for 3 hours at a time, and only once did avemail response reached me.
So yes, you have high demands and enquiries and your systems are overloaded, but, the team behind these queries are further delaying resolving complaints by failing to address the initial queries. Resulting in needles back-and-forth communication instead of just stoping and dealing with us in less then “36 hour” intervals.
Do better, that’s all we ask.
eE
elgeedavies E's update19 Jan 2025, 03:33
Reviewer Update
That’s alot of generic words and none of it addresses the concerns and complaints logged.
With you all your “World Class” systems and escalation procedures; the fact remains that it’s been over a week of constant contact made through your various “communication channels” and my child is still not able to access her schedule.
Your Finance department responds with generic emails, your chat function keeps us holding for 3 hours at a time, and only once did avemail response reached me.
So yes, you have high demands and enquiries and your systems are overloaded, but, the team behind these queries are further delaying resolving complaints by failing to address the initial queries. Resulting in needles back-and-forth communication instead of just stoping and dealing with us in less then “36 hour” intervals.
Do better, that’s all we ask.
With you all your “World Class” systems and escalation procedures; the fact remains that it’s been over a week of constant contact made through your various “communication channels” and my child is still not able to access her schedule.
Your Finance department responds with generic emails, your chat function keeps us holding for 3 hours at a time, and only once did avemail response reached me.
So yes, you have high demands and enquiries and your systems are overloaded, but, the team behind these queries are further delaying resolving complaints by failing to address the initial queries. Resulting in needles back-and-forth communication instead of just stoping and dealing with us in less then “36 hour” intervals.
Do better, that’s all we ask.