1 reviews | Active since Sept 2021
Teneo Education's vanishing credibility
We are a Namibian family with 2 kids, both have been with Teneo for 4 years. The start of 2024 was disasterous so far.
1. We had to start paying R 1 500/child registration fees. 2. Together with that, the full school fees for January before the kids could go online. 3. It is 25 January today and my one son have still not received his login details. They say if we are lucky by the 28th. That is already the time I have to pay again for February, with nothing to show for my January fees.
The son in question is on BIC AS levels with mock exams around the corner and final exams starting 5 May, in other words a hectic workload.
What is interesting is that Teneo came under new management last year and the imposed automation and integration has caused more havoc than advancement. The replies everyone on this platform gets of high volumes of new entries are from people that have no access to a broken process and cannot help with fixing the problems as they occur. The reality is that come next year, all that new families will be writing the 1 star reviews. There are a few great people at Teneo that go out of their way to help, but even them are cut off from certain processes.
To the new CEO whom I hope read and consider reviews from this platform, I hope you stop throwing your staff under the bus and realise automation cannot be successful without a trial period and review. Your customers (the kids you teach) is left out in the cold as it seems you are more about profit and not care driven.
I recommend Teneo (do not get me wrong, it is a great school when it comes to the education part) to a lot of people who are part of the new families group. I also warn them about getting involved in the chaos that is breaking down the trust, respect and loyalty that once made Teneo stand out from the crowd.
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 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 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