CM
CA M
1 reviews | Active since Feb 2015
21 Jan 2025, 13:09
Poor service from Teneo Education
The teachers are mostly great, but the background administration and management are close to useless. You will almost never speak to a manager or head of department. This was experienced since 2022 while we have been a client of Teneo since 2020.
If you have no issues to solve with finances, registration or administration, then things go smoothly. But beware the moment you need anything related to administration, registration, finance, feedback or actual human discussions to solve these issues.
The human touch for client service became almost non-existent after 2022.
An example: Registered for 2025 during November 2024 AND paid fees. No classes activated for 2025. No feedback on queries since 13 January. 1 week later Teneo cancelled the registration without reason - the first feedback received since the enquiry.
A week of classes lost. Now busy evaluating alternatives that actually commit to their website promises.
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Replies (2)
Teneo Online School's replyOfficial
22 Jan 2025, 13:35 Dear Ca V,
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
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
Teneo Online School's reply22 Jan 2025, 13:35
Official
Dear Ca V,
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
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
CM
CA M's updateReviewer Update
22 Jan 2025, 22:45It is quite interesting that Teneo can respond within 24 hours to this and other reviews on Hello Peter, but cannot respond to their own clients' queries within 6 days. I know January is 90 days long, but that does not change 36 hours into 108 hours.
If Teneo even just responded that the query was received and it will get attention, then that is better, but NOTHING. However, once I complained through SACAI about this lack of feedback/commitment after nothing was done to follow-up queries, our paid registration and application (done during November 2024) was denied WITHOUT REASON, within 1 hour since the complaint was forwarded by SACAI to TENEO. Too close to be a simple coincidence.
Teneo: Your client service in student management, registration and exam result queries sucks during the most crucial periods of each year.
Your escalation process DOES NOT WORK or those being escalated to, just do not care. Not that the client has the possibility to escalate anything to anyone.
After being a client since 2020 it just got worse with crucial feedback just becoming more and more generalised and less informative to the actual query.
Thank you for rejecting this client of the past 4+ years just 1 week after school has started. The effort to hasten your professional feedback was noted. It really helped finding better service elsewhere.
If Teneo even just responded that the query was received and it will get attention, then that is better, but NOTHING. However, once I complained through SACAI about this lack of feedback/commitment after nothing was done to follow-up queries, our paid registration and application (done during November 2024) was denied WITHOUT REASON, within 1 hour since the complaint was forwarded by SACAI to TENEO. Too close to be a simple coincidence.
Teneo: Your client service in student management, registration and exam result queries sucks during the most crucial periods of each year.
Your escalation process DOES NOT WORK or those being escalated to, just do not care. Not that the client has the possibility to escalate anything to anyone.
After being a client since 2020 it just got worse with crucial feedback just becoming more and more generalised and less informative to the actual query.
Thank you for rejecting this client of the past 4+ years just 1 week after school has started. The effort to hasten your professional feedback was noted. It really helped finding better service elsewhere.
CM
CA M's update22 Jan 2025, 22:45
Reviewer Update
It is quite interesting that Teneo can respond within 24 hours to this and other reviews on Hello Peter, but cannot respond to their own clients' queries within 6 days. I know January is 90 days long, but that does not change 36 hours into 108 hours.
If Teneo even just responded that the query was received and it will get attention, then that is better, but NOTHING. However, once I complained through SACAI about this lack of feedback/commitment after nothing was done to follow-up queries, our paid registration and application (done during November 2024) was denied WITHOUT REASON, within 1 hour since the complaint was forwarded by SACAI to TENEO. Too close to be a simple coincidence.
Teneo: Your client service in student management, registration and exam result queries sucks during the most crucial periods of each year.
Your escalation process DOES NOT WORK or those being escalated to, just do not care. Not that the client has the possibility to escalate anything to anyone.
After being a client since 2020 it just got worse with crucial feedback just becoming more and more generalised and less informative to the actual query.
Thank you for rejecting this client of the past 4+ years just 1 week after school has started. The effort to hasten your professional feedback was noted. It really helped finding better service elsewhere.
If Teneo even just responded that the query was received and it will get attention, then that is better, but NOTHING. However, once I complained through SACAI about this lack of feedback/commitment after nothing was done to follow-up queries, our paid registration and application (done during November 2024) was denied WITHOUT REASON, within 1 hour since the complaint was forwarded by SACAI to TENEO. Too close to be a simple coincidence.
Teneo: Your client service in student management, registration and exam result queries sucks during the most crucial periods of each year.
Your escalation process DOES NOT WORK or those being escalated to, just do not care. Not that the client has the possibility to escalate anything to anyone.
After being a client since 2020 it just got worse with crucial feedback just becoming more and more generalised and less informative to the actual query.
Thank you for rejecting this client of the past 4+ years just 1 week after school has started. The effort to hasten your professional feedback was noted. It really helped finding better service elsewhere.