nW
nicole W
1 reviews | Active since Jul 2015
22 Jan 2024, 10:46
no login details
teneo is not getting back to us, for a simple login password. never take on more than you can handle, we cant login, we cant do anything. not just us but probably 100's of people. i understand technical difficulties, but i have wasted probably 100's of rands of airtime, just for now answer or cutting me off. emails every hour and no response. When they respond, no solution
Helpful (0)
Replies (2)0
Replies (2)
Teneo Online School's replyOfficial
22 Jan 2024, 21:45Dear Nicole
We are currently experiencing an extremely high volume of new enrolments and queries from new families joining Teneo. Our teams are working round the clock to handle all the inbound admissions and parent/student queries. We can confirm that all our support channels are open and functioning but the high volumes are are impacting our usual response times which are currently longer than usual. All families receive detailed communications with step-by-step guidelines on how to login, attend induction, use the learning management system, join classroom lessons and access support. Our support channels include email, phone, the Family Portal for logging support tickets, and our Live Support channel which offers real-time video chat. All support channels are open during office hours but please note that the Live Support video chat channel is only available Mon-Fri, 7:30 - 9:30 am and 2:00 - 4:00 pm.
We are investigating your case and will contact you soonest. Please note that once admission applications are approved, there is a process that follows which includes loading subject courses and lesson schedules, provisioning logins and emailing all the necessary information for students to attend induction and get into class. Generally our turnaround is 24-72 hours. As it seems your case has taken longer than our usual service timeframe, we are investigating. Please be assured that every family is extremely important to us at Teneo and we thank you for your patience in this regard. We intend to resolve your matter as a priority.
Yours sincerely
Teneo Education
We are currently experiencing an extremely high volume of new enrolments and queries from new families joining Teneo. Our teams are working round the clock to handle all the inbound admissions and parent/student queries. We can confirm that all our support channels are open and functioning but the high volumes are are impacting our usual response times which are currently longer than usual. All families receive detailed communications with step-by-step guidelines on how to login, attend induction, use the learning management system, join classroom lessons and access support. Our support channels include email, phone, the Family Portal for logging support tickets, and our Live Support channel which offers real-time video chat. All support channels are open during office hours but please note that the Live Support video chat channel is only available Mon-Fri, 7:30 - 9:30 am and 2:00 - 4:00 pm.
We are investigating your case and will contact you soonest. Please note that once admission applications are approved, there is a process that follows which includes loading subject courses and lesson schedules, provisioning logins and emailing all the necessary information for students to attend induction and get into class. Generally our turnaround is 24-72 hours. As it seems your case has taken longer than our usual service timeframe, we are investigating. Please be assured that every family is extremely important to us at Teneo and we thank you for your patience in this regard. We intend to resolve your matter as a priority.
Yours sincerely
Teneo Education
Teneo Online School's reply22 Jan 2024, 21:45
Official
Dear Nicole
We are currently experiencing an extremely high volume of new enrolments and queries from new families joining Teneo. Our teams are working round the clock to handle all the inbound admissions and parent/student queries. We can confirm that all our support channels are open and functioning but the high volumes are are impacting our usual response times which are currently longer than usual. All families receive detailed communications with step-by-step guidelines on how to login, attend induction, use the learning management system, join classroom lessons and access support. Our support channels include email, phone, the Family Portal for logging support tickets, and our Live Support channel which offers real-time video chat. All support channels are open during office hours but please note that the Live Support video chat channel is only available Mon-Fri, 7:30 - 9:30 am and 2:00 - 4:00 pm.
We are investigating your case and will contact you soonest. Please note that once admission applications are approved, there is a process that follows which includes loading subject courses and lesson schedules, provisioning logins and emailing all the necessary information for students to attend induction and get into class. Generally our turnaround is 24-72 hours. As it seems your case has taken longer than our usual service timeframe, we are investigating. Please be assured that every family is extremely important to us at Teneo and we thank you for your patience in this regard. We intend to resolve your matter as a priority.
Yours sincerely
Teneo Education
We are currently experiencing an extremely high volume of new enrolments and queries from new families joining Teneo. Our teams are working round the clock to handle all the inbound admissions and parent/student queries. We can confirm that all our support channels are open and functioning but the high volumes are are impacting our usual response times which are currently longer than usual. All families receive detailed communications with step-by-step guidelines on how to login, attend induction, use the learning management system, join classroom lessons and access support. Our support channels include email, phone, the Family Portal for logging support tickets, and our Live Support channel which offers real-time video chat. All support channels are open during office hours but please note that the Live Support video chat channel is only available Mon-Fri, 7:30 - 9:30 am and 2:00 - 4:00 pm.
We are investigating your case and will contact you soonest. Please note that once admission applications are approved, there is a process that follows which includes loading subject courses and lesson schedules, provisioning logins and emailing all the necessary information for students to attend induction and get into class. Generally our turnaround is 24-72 hours. As it seems your case has taken longer than our usual service timeframe, we are investigating. Please be assured that every family is extremely important to us at Teneo and we thank you for your patience in this regard. We intend to resolve your matter as a priority.
Yours sincerely
Teneo Education
nW
nicole W's updateReviewer Update
23 Jan 2024, 11:22Thank you for the response.
As i do understand this, you need to understand that our child is literally in your hands
We have tried phoning. Family portal and you keep closing the ticket without resolving it. We have emailed, we have tried zoom, WhatsApp.. Whatever u have to offer, we tried!!!!!! Come one.. We want our money back if this is not resolved today we are asking for simple login details. I give school online to Vietnam, and they support us even with a time difference and language barrier
As i do understand this, you need to understand that our child is literally in your hands
We have tried phoning. Family portal and you keep closing the ticket without resolving it. We have emailed, we have tried zoom, WhatsApp.. Whatever u have to offer, we tried!!!!!! Come one.. We want our money back if this is not resolved today we are asking for simple login details. I give school online to Vietnam, and they support us even with a time difference and language barrier
nW
nicole W's update23 Jan 2024, 11:22
Reviewer Update
Thank you for the response.
As i do understand this, you need to understand that our child is literally in your hands
We have tried phoning. Family portal and you keep closing the ticket without resolving it. We have emailed, we have tried zoom, WhatsApp.. Whatever u have to offer, we tried!!!!!! Come one.. We want our money back if this is not resolved today we are asking for simple login details. I give school online to Vietnam, and they support us even with a time difference and language barrier
As i do understand this, you need to understand that our child is literally in your hands
We have tried phoning. Family portal and you keep closing the ticket without resolving it. We have emailed, we have tried zoom, WhatsApp.. Whatever u have to offer, we tried!!!!!! Come one.. We want our money back if this is not resolved today we are asking for simple login details. I give school online to Vietnam, and they support us even with a time difference and language barrier