ZH
Zurayda H
1 reviews | Active since Mar 2009
03 Feb 2024, 09:58
No means of communication what so ever
Good day , I’ve been trying to get hold of the school as I require a letter stating that my son is currently enrolled. The telephone lines do not work, I spend my mornings from 7.30-9.30 and then the afternoon as well on zoom hoping to be assisted. I’ve tried the WhatsApp number however it’s an AI bot that you are chatting to and the methods they recommend as all of the above which doesn’t work. I’ve tried to log into the parent portal but it constantly says error 403. How difficult can it be to chat to someone and obtain a letter !!!!
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Replies (2)ZH
Zurayda H's updateReviewer Update
04 Feb 2024, 14:42In addition to this I urgently need someone to contact me, not an AI please with regards to registration and completing studies abroad with Teneo.
ZH
Zurayda H's update04 Feb 2024, 14:42
Reviewer Update
In addition to this I urgently need someone to contact me, not an AI please with regards to registration and completing studies abroad with Teneo.
Teneo Online School's replyOfficial
05 Mar 2024, 09:18 Dear Zurayda
We are investigating your case and will contact you soonest. 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.
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 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.
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.
Yours sincerely
Teneo Education
Teneo Education
Teneo Online School's reply05 Mar 2024, 09:18
Official
Dear Zurayda
We are investigating your case and will contact you soonest. 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.
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 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.
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.
Yours sincerely
Teneo Education
Teneo Education