HL
Heila L
1 reviews | Active since Apr 2023
12 Apr 2023, 23:03
Unhappy
It saddens me to say I made a mistake choosing Teneo. Struggle to get hold of the. To get documents is taking 2 months and still waiting. Struggle to get proper feedback on marks. System is changing all the time. Emails are clocking up all the mailboxes. I am very sad
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Replies (3)HL
Heila L's updateReviewer Update
03 May 2023, 13:10Today is the 3 of May 2023. I thought by this time we would have the documents and I can change to a happy parent. Not for me. Still waiting from the 13th of April when I got an call from Teneo. The promises and the reason for not coming back stays the same. They don't call back sins last week and they have not send any documentation that was requested.
HL
Heila L's update03 May 2023, 13:10
Reviewer Update
Today is the 3 of May 2023. I thought by this time we would have the documents and I can change to a happy parent. Not for me. Still waiting from the 13th of April when I got an call from Teneo. The promises and the reason for not coming back stays the same. They don't call back sins last week and they have not send any documentation that was requested.
Teneo Online School's replyOfficial
04 May 2023, 11:15Hello Heila
We understand some parents may have experienced slow responses to support queries due to the upgrades done to all our core enrolment systems resulting in teething problems during implementation, and the temporary technical issues experienced, combined with the high admissions volumes, led to unprecedented inbound support queries via multiple communication channels including email, Whatsapp, phone, real-time video chat, appointments and the Teneo Family Portal.
Communication regarding our system upgrades was sent out to all parents via email. In many cases, parents are still logging duplicated identical queries via all these channels simultaneously. The demand placed on our staff to respond to the unprecedented volume of queries from new and existing parents is significant and as a result, is causing delays in some responses. All queries and tickets are being responded to.
We have escalated your query to the Accounts department and will feedback soonest.
Apologies for the inconvenience.
Sincerely
Teneo Management
We understand some parents may have experienced slow responses to support queries due to the upgrades done to all our core enrolment systems resulting in teething problems during implementation, and the temporary technical issues experienced, combined with the high admissions volumes, led to unprecedented inbound support queries via multiple communication channels including email, Whatsapp, phone, real-time video chat, appointments and the Teneo Family Portal.
Communication regarding our system upgrades was sent out to all parents via email. In many cases, parents are still logging duplicated identical queries via all these channels simultaneously. The demand placed on our staff to respond to the unprecedented volume of queries from new and existing parents is significant and as a result, is causing delays in some responses. All queries and tickets are being responded to.
We have escalated your query to the Accounts department and will feedback soonest.
Apologies for the inconvenience.
Sincerely
Teneo Management
Teneo Online School's reply04 May 2023, 11:15
Official
Hello Heila
We understand some parents may have experienced slow responses to support queries due to the upgrades done to all our core enrolment systems resulting in teething problems during implementation, and the temporary technical issues experienced, combined with the high admissions volumes, led to unprecedented inbound support queries via multiple communication channels including email, Whatsapp, phone, real-time video chat, appointments and the Teneo Family Portal.
Communication regarding our system upgrades was sent out to all parents via email. In many cases, parents are still logging duplicated identical queries via all these channels simultaneously. The demand placed on our staff to respond to the unprecedented volume of queries from new and existing parents is significant and as a result, is causing delays in some responses. All queries and tickets are being responded to.
We have escalated your query to the Accounts department and will feedback soonest.
Apologies for the inconvenience.
Sincerely
Teneo Management
We understand some parents may have experienced slow responses to support queries due to the upgrades done to all our core enrolment systems resulting in teething problems during implementation, and the temporary technical issues experienced, combined with the high admissions volumes, led to unprecedented inbound support queries via multiple communication channels including email, Whatsapp, phone, real-time video chat, appointments and the Teneo Family Portal.
Communication regarding our system upgrades was sent out to all parents via email. In many cases, parents are still logging duplicated identical queries via all these channels simultaneously. The demand placed on our staff to respond to the unprecedented volume of queries from new and existing parents is significant and as a result, is causing delays in some responses. All queries and tickets are being responded to.
We have escalated your query to the Accounts department and will feedback soonest.
Apologies for the inconvenience.
Sincerely
Teneo Management
HL
Heila L's updateReviewer Update
17 May 2023, 10:51Today I can confirm my problems was sorted. I do not know what the rest of the year be like but at least my accounting problems was solved. The communication is still problematic. Today my problem was resolved within minuets. If the accounts department can be on the queries like today the will lift the negativity of the parents. I would like to be able to see old Tickets after being resolved. Thank you for sorting my documents and account. Even if it took long.
HL
Heila L's update17 May 2023, 10:51
Reviewer Update
Today I can confirm my problems was sorted. I do not know what the rest of the year be like but at least my accounting problems was solved. The communication is still problematic. Today my problem was resolved within minuets. If the accounts department can be on the queries like today the will lift the negativity of the parents. I would like to be able to see old Tickets after being resolved. Thank you for sorting my documents and account. Even if it took long.