1 reviews | Active since Sept 2010
Teneo Online schoold horrible support
I enrolled my son early January. Their sales and marketing department are extremely efficient. Same hour service.
The below is an overview of what has transpired over the past 2 weeks.
Since the enrollment and payment ZERO. I have been trying through all their channels. All I get are auto replies. Phone support is non extant. Still do not have access to our Family portal, it took 2 weeks to change a subject. Absolutely more that frustrating. Their auto reply on the support email and WhatsApp when I am desperate to get assistance to log into the Family Portal (With Access to family Portal as subject) is"This request will not be prioritized as you should log requests through the Family portal. Then, close to a week later they respond with the following: "Good day,
To improve our service for all support requests we have now implemented a new support platform called the Teneo Family Portal which will allow us to quickly and efficiently resolve all your support queries in an efficient and timely manner.
Your Family Portal enables you to log support tickets for assistance with various matters including technical support, enrolment support, accounts support, academic support and general support, and ensure efficient resolution of any queries.
We, therefore, ask that you refrain from sending emails and/or WhatsApps to Teneo for any support queries, and we will also de-prioritize Zoom Connects and phone support in favour of handling support tickets created on the Teneo Family Portal.
If you require any assistance, please log into the Teneo Family Portal, and create a new support ticket, as this will result in the quickest response to your query. Please note that if you had previously logged a ticket with us via another method, you will need to log a new one on the Teneo Family Portal as we will be prioritizing the Teneo Family Portal as the most effective way to resolve the current queries given the high number of duplicated prior support tickets.
Please can you log only one ticket per query that needs to be resolved. This is all that is necessary, as the Teneo Family Portal allows us to quickly and efficiently resolve all your support queries in an efficient and timely manner."
The point is, I do not have access, and that was the subject line... Just auto replies. Feels like a ****. Not saying it is, bit typically they are quick to take money, and then they are gone.
Below are one of the responses on their WhatsApp service. Also just useless...
"Yes, this is a digital assistant for Teneo Online School. I apologize if the communication channels have not been as effective as they should be. Please persist with the available contact options including WhatsApp, Zoom, or Email for timely and effective communication. Thank you for your patience."
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
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