Seven Lucky Gods: TESC Customer Service: My Experience

[Saharapost]

It seems the Seven Lucky Gods of Good Fortune (in Japanese Mythology) are behind me. Or, how do I explain the fact that aside the long wait I had to endure during my credit evaluation, every other thing seems to be moving fine and FAST for me when it comes to TESC and its customer service.

I did read countless threads in which students "lament" TESC's slow (and what seems to be lackadaisical) attitude towards its students when it comes to customer service. For me, the reverse is the case as I have been so blessed to have always had my queries, questions, and concerns resolved in the "speed of light". I cannot even begin to count the number of tickets, emails, and phone calls I have put through to TESC ever since I enrolled in March, 2014 and yet all my concerns were always attended to in no time. The longest I ever waited for a response was 12 hours. I have had correct responses to my tickets and messages in less than 5 minutes.

When, yesterday, I wrote to Bursar and Advising (advising team had refused to answer some questions because, since my file still shows APPLICANT, I am not yet enrolled), it took less than 10 minutes to have them respond and iron things out with me. It makes me wonder whether I am attending the same TESC that everyone else seems to be complaining about. I was almost tempted to go back and check the website to be sure I was enrolled at the correct TESC. Most TESC staff (including Cora at Testing Office) have been more than helpful.

If someone at Thomas Edison State College is reading this, please tell your staff to keep up the good work. In no time, I believe others will come to experience the "New TESC" and become a force of good publicity for the college.

[bricabrac]

Great Post!

Not the new TESC, same TESC. I've always had good rapport with the staff. Granted it helps to locate and connect with a few key personnel. Once you do, it's all good!

I have only had two negative conversations with an advisor and it was because that person hated the use of FEMAs and too many tests. Surprisingly the person was not as forthcoming with the non traditional student as you would expect from someone employed by TESC. Granted I can be a bit harsh at times myself. Especially when I know something to be true and someone is trying to steer me in the opposite direction based on their own prejudices. But after two conversations with him, I chose to never speak with him again and never had another unsortable issue.

There have been a few advisors that were godsends with providing academic guidance, coaching, and even helping me appeal a decision which ultimately ended in an approval. The bursar's office, former graduation specialist (AK-simply amazing!), testing (Cora thumbs up!) and tecep coordinator (kudos!), ... all wonderful, helpful people! I wouldn't have remained a student if half of what others went through happened to me. It pays to be forthcoming, well spoken, and know the facts before you make the call.

[Saharapost]

Great Post!

Not the new TESC, same TESC. I've always had good rapport with the staff. Granted it helps to locate and connect with a few key personnel. Once you do, it's all good!

I have only had two negative conversations with an advisor and it was because that person hated the use of FEMAs and too many tests. Surprisingly the person was not as forthcoming with the non traditional student as you would expect from someone employed by TESC. Granted I can be a bit harsh at times myself. Especially when I know something to be true and someone is trying to steer me in the opposite direction based on their own prejudices. But after two conversations with him, I chose to never speak with him again and never had another unsortable issue.

There have been a few advisors that were godsends with providing academic guidance, coaching, and even helping me appeal a decision which ultimately ended in an approval. The bursar's office, graduation specialist (simply amazing!), testing (Cora thumbs up!) and tecep coordinator (kudos!), ... all wonderful, helpful people! I wouldn't have remained a student if half of what others went through happened to me. It pays to be forthcoming, well spoken, and know the facts before you make the call.

I agree with you that those in TESC employment ought to be knowledgeable about non-traditional education and how it works... It seems the few TESC staff that often put students on high jump are those who really are not aware about certain policies, when they do not apply to students, or when there are changes to them...

The only time I had somewhat negative experience was at the time I was awaiting my evaluation. Someone at Admissions did not process my application because s/he thought I needed to submit a TOEFL result. I had already waited about 4 weeks (or so) before writing, asking to be updated about my admission when I was told what the problem was. It "pained" me then because I thought if I had not written, I may never know what happened. I had to cite a part of the college website where it states that students whose country of origin is English speaking do not need to take or submit a TOEFL. I think the people in admission got confused because I was applying from a non-English speaking part of Europe. I was quick to remind them that originally, I am from English-speaking West Africa and that resolved the issue. Ever since then, my journey has been so smooth.

[sanantone]

Great Post!

Not the new TESC, same TESC. I've always had good rapport with the staff. Granted it helps to locate and connect with a few key personnel. Once you do, it's all good!

I have only had two negative conversations with an advisor and it was because that person hated the use of FEMAs and too many tests. Surprisingly the person was not as forthcoming with the non traditional student as you would expect from someone employed by TESC. Granted I can be a bit harsh at times myself. Especially when I know something to be true and someone is trying to steer me in the opposite direction based on their own prejudices. But after two conversations with him, I chose to never speak with him again and never had another unsortable issue.

There have been a few advisors that were godsends with providing academic guidance, coaching, and even helping me appeal a decision which ultimately ended in an approval. The bursar's office, graduation specialist (simply amazing!), testing (Cora thumbs up!) and tecep coordinator (kudos!), ... all wonderful, helpful people! I wouldn't have remained a student if half of what others went through happened to me. It pays to be forthcoming, well spoken, and know the facts before you make the call.

That sounds like Todd Siben. I had a bad experience with Dr. Keel, the director of advising. I also had a bad experience with Andrea Mirsky. One advisor hung up the phone on me, but I didn't catch her name. The advisor who eventually helped me (I can't remember his name but it was Italian and started with a "C") seems to no longer be employed at TESC, at least not as an advisor. TESC's email responses have become much faster, and the answers are usually sufficient and accurate. I still get inaccurate information over the phone.

[bricabrac]

That sounds like Todd Siben. I had a bad experience with Dr. Keel, the director of advising. I also had a bad experience with Andrea Mirsky. One advisor hung up the phone on me, but I didn't catch her name. The advisor who eventually helped me (I can't remember his name but it was Italian and started with a "C") seems to no longer be employed at TESC, at least not as an advisor. TESC's email responses have become much faster, and the answers are usually sufficient and accurate. I still get inaccurate information over the phone.

You nailed it! There is a reason he is now a member of the PLA leadership team. Much better fit in my opinion. Dr Keel is a bit of a stickler; best if you could work around him. Ms. Mirsky, like Siben, is in my opinion a traditionalist. (Need I say more.) Although I found her mannerisms to be quite pleasant, she unfortunately would tend to give incorrect information. Eek.

I wonder if the advisor you refer to as "C' is Donald Cucuzzella? He was a help to me as well. He usually answered my help tickets. He was fast and always well informed. If he didn't know an answer, he would research the matter thoroughly before getting back to you. Any who, he's still at TESC and has since earned his MA. He is currently the Asst Director, School of Applied Science & Technology. Kudos!


What's interesting is that it seems to be the traditionalist group (preference towards courses vs testing) that the non-traditionalist students are having a problem with. Which, in all honesty, would be expected.

[sanantone]

I wonder if the advisor you refer to as "C' is Donald Cucuzzella? He was a help to me as well. He usually answered my help tickets. He was fast and always well informed. If he didn't know an answer, he would research the matter thoroughly before getting back to you. Any who, he's still at TESC and has since earned his MA. He is currently the Asst Director, School of Applied Science & Technology. Kudos!

Yes, that's him. It's nice that he got a promotion.

[AlbaTiVo]

I think another thing to consider is that although TESC accepts all of these non-traditional methods, we are very much in the minority by using them. I talked to my classmates in the only class I took at TESC and none of them were interested in anything other than taking traditional, albeit online, classes with TESC.

[Saharapost]

Yes, that's him. It's nice that he got a promotion.

He, was nicely promoted. hilarious

[Saharapost]

I think another thing to consider is that although TESC accepts all of these non-traditional methods, we are very much in the minority by using them. I talked to my classmates in the only class I took at TESC and none of them were interested in anything other than taking traditional, albeit online, classes with TESC.

I would, in all honesty, have argued with anyone that people come to the Big Three because of its high acceptance of non traditional sources of credits. To now say that those who use non traditional means at TESC are in the minority, sounds wao to me.

[AlbaTiVo]

Yeah, this post from Publius clarified the numbers somewhat.