1 reviews | Active since Jan 2022
Where is the support? HELP!
I am very pleased with the online system, classes and acccompaniment of Teneo. and I have told people about that.
but I am very frustrated about its failed systems to support one. I did not want to come here but am forced - because ALL my attempts to have someone engage me and sort out two problems w the system, failed.
The first issue is with payments - they made a mistake with payments and now nobody from finances come back to me so it can be sorted out. Everything is online, but i need to speak to someone.
The bigger issue - there is a parent pairing function which allows parents to monitor and have access to the learner's portal, since it is online schooling. I was unable to pair since beginning of the year.
4 weeks later, with assignments fast and furiously passing, I am still unable.
I logged requests for support 5, 6 times; wrote to two individuals; tried to get into the online support system; etc.... Nobody supported me and none of these systems assisted me.
It is unbelievable to wait for 4 weeks on support. I submit that Teneo now has too many students and their systems cannot hold it. It will affect quality of education and already affects quality of support.
Is someone out there who can contact me in person from TENEO - not a machine, or AI consultant!!! Emma, the AI consultant did NOT support me at all, because she did not understand that my questions were questions.
Help!!!!
We recognise that some parents may have experienced slow responses to support queries during the high traffic period at the start of the school year. We launched our expanded 2023 academic offerings along with new tuition fees pricing and payment options. The response has been phenomenal, and due to the high demand, we experienced exceptionally high admissions volumes and all our admissions, enrolment, support and academic teams were inundated. Simultaneously, we upgraded 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, and appointments. In many cases parents logged 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 was significant and resulted in delays in some responses. To improve parent support query resolution, we implemented a new support platform called the Teneo Family Portal enabling efficient and timely resolution of all types of support queries.
Sincerely
Teneo Management
Best regards,
We recognise that some parents may have experienced slow responses to support queries during the high traffic period at the start of the school year. We launched our expanded 2023 academic offerings along with new tuition fees pricing and payment options. The response has been phenomenal, and due to the high demand, we experienced exceptionally high admissions volumes and all our admissions, enrolment, support and academic teams were inundated. Simultaneously, we upgraded 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, and appointments. In many cases parents logged 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 was significant and resulted in delays in some responses. To improve parent support query resolution, we implemented a new support platform called the Teneo Family Portal enabling efficient and timely resolution of all types of support queries.
Sincerely
Teneo Management
Best regards,