JR
Johan R
1 reviews | Active since Jan 2024
29 Jan 2024, 06:35
Teneo School Terrible Service
Teneo Online School has still not corrected errors on my Grade 11 son profile after countless calls logged and he has thus not yet had a single day of school in 2024. Teneo simply does not answer calls, Zoom Calls, emails, WhatsApp. Why on earth is it impossible to speak to a person and get issues resolved? We are now beyond desperate.
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Replies (2)
Teneo Online School's replyOfficial
29 Jan 2024, 13:23 Dear Johan
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
Teneo Online School's reply29 Jan 2024, 13:23
Official
Dear Johan
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
JR
Johan R's updateReviewer Update
29 Jan 2024, 13:48It is completely unacceptable to be at the onset of Feb 24 and still not being able to attend school. Don't you agree?
The unresponsiveness of Teneo is beyond poor - it reflects a lack of planning, capability, and also care for your students.
Your standard reply given is highly misleading - although communication channels exist, they simply do not work. Absolutely no response via Zoom, as an example.
When will you attend to my son's access to your system.? I really need a commitment from Teneo on this - not a 'standard reply' that further adds to our growing feelings of despair.
I see from Facebook that others are similarly affected - it is an absolute crisis.
Lastly, why do you not give me a call? Show some care and take accountability so that this can be resolved today still.
Regards
Johan
The unresponsiveness of Teneo is beyond poor - it reflects a lack of planning, capability, and also care for your students.
Your standard reply given is highly misleading - although communication channels exist, they simply do not work. Absolutely no response via Zoom, as an example.
When will you attend to my son's access to your system.? I really need a commitment from Teneo on this - not a 'standard reply' that further adds to our growing feelings of despair.
I see from Facebook that others are similarly affected - it is an absolute crisis.
Lastly, why do you not give me a call? Show some care and take accountability so that this can be resolved today still.
Regards
Johan
JR
Johan R's update29 Jan 2024, 13:48
Reviewer Update
It is completely unacceptable to be at the onset of Feb 24 and still not being able to attend school. Don't you agree?
The unresponsiveness of Teneo is beyond poor - it reflects a lack of planning, capability, and also care for your students.
Your standard reply given is highly misleading - although communication channels exist, they simply do not work. Absolutely no response via Zoom, as an example.
When will you attend to my son's access to your system.? I really need a commitment from Teneo on this - not a 'standard reply' that further adds to our growing feelings of despair.
I see from Facebook that others are similarly affected - it is an absolute crisis.
Lastly, why do you not give me a call? Show some care and take accountability so that this can be resolved today still.
Regards
Johan
The unresponsiveness of Teneo is beyond poor - it reflects a lack of planning, capability, and also care for your students.
Your standard reply given is highly misleading - although communication channels exist, they simply do not work. Absolutely no response via Zoom, as an example.
When will you attend to my son's access to your system.? I really need a commitment from Teneo on this - not a 'standard reply' that further adds to our growing feelings of despair.
I see from Facebook that others are similarly affected - it is an absolute crisis.
Lastly, why do you not give me a call? Show some care and take accountability so that this can be resolved today still.
Regards
Johan