TESC Customer Service Update

[Snickerdoodle]

You're absolutely right LaterBloomer. Back when I wasn't enrolled, things simply didn't happen. There was the initial eval, and then I think they didn't update it anymore till I actually enrolled. I know, it feels like, "Ummmm....should I really bother them with another email?" right?! But I resubmitted a recent question and yes, they finally did answer. Anyway, good luck! The deadline for Jun 2013 graduation is April 1st, so you've got time. I'm knocking out 15 credits next week. *fingers crossed*

[Prloko]

For some odd reason, it seems that the great majority of Financial Aid depts have a bad rep and are usually rude. I don't know if it's power tripping, the type of people who work for those depts or if they're defensive since most students who call are probably screaming that they haven't received their disbursement. I've had this experience with other schools I've attended.

Advising has always been quick and helpful - polite, VERY quick, and while most of my communication with them was by email, I have called with quick questions and they were always quick to offer advice or answer questions. I had limited dealings with the Registrar and Bursar, but the handful of time I had to call or email, response time was always fast (within 24-48 hours) and responses I received were always accurate. I even had to speak with...Teaching Services? or soemthing like that once, when a course mentor went MIA for six weeks with no grading or discusson contribution, and they were quite professional, polite, and understanding, and replaced the mentor with the department dean and got the course caught up within about 48 hours. Test Administration office was also great; I had an issue locating a proctor in my area, and I sadly do not remember her name, but one of the Test Admin people went far above and beyond to help get a road block removed. I would say 99.9% of my dealings with TESC's various customer service departments has been fantastic, professional, and accurate.

The only office I ever dealt with that was rude or unprofessional was Financial Aid. At the time, they were completely non-responsive to emails both in my own experience and going by confused questions by other students on the TESC board and here. When I got them by phone - the only way to communicate, they were always short and abrasive. When asked if they received emails, their answer was that they were busy and did not have time to spend on emails, and their mailbox was about six weeks behind... :confused: The only way to get information to them was by fax, and they would not confirm whether or not they received documents; you had to wait for the information to update and/or their standard six-week processing before they would try to look. ("When did you send it?" "Last week." "Our processing time is six weeks. If you haven't heard anything by then, call back.") When their lengthy processing and non-confirmation of receipt of documents pushed me past the enrollment period for the semesters finally approved, they attempted to assess a late enrollment fee, and I had to write an appeal to get it removed, and got a snarky, unprofessional "approval" letter back from the head of their department and the fee was at least removed. I went overboard preparing my degree plan so I would finish in one year and never have to deal with them again. I would recommend anyone else sell a kidney or get a third job rather than deal with TESC's Fin Aid department. HOpefully others had better experiences with them, but mine was atrocious.

[frankiebleyes]

Right now I'd like to know what the heck is up with TESC and my courses. I'm still in my July classes until Saturday the 22nd and for some reason they are starting October classes on September 24th (not bad enough trying to take finals, turn in last papers, etc.), but now my instructor for one of my new courses is e-mailing me wanted my first assignment turned in immediately and I don't even have access to his course yet. YIKES! Thought I was going to get at least a one week breather this month and instead getting double pressure.

As for financial aid forget that. I would just like to get a response to whether or not an assessment has been approved before two months are over. I applied for a scholarship and when I inquired about results was informed that I will hear after the term I am starting is paid for. Then there was the insulting why isn't your son applying for a student loan, contact them. This after bearing especially private information as to why he does not qualify for financial aid as he is disabled. Six more months and I'm finished and I can't wait.

[cooperalex2004]

Right now I'd like to know what the heck is up with TESC and my courses. I'm still in my July classes until Saturday the 22nd and for some reason they are starting October classes on September 24th (not bad enough trying to take finals, turn in last papers, etc.), but now my instructor for one of my new courses is e-mailing me wanted my first assignment turned in immediately and I don't even have access to his course yet. YIKES! Thought I was going to get at least a one week breather this month and instead getting double pressure.

As for financial aid forget that. I would just like to get a response to whether or not an assessment has been approved before two months are over. I applied for a scholarship and when I inquired about results was informed that I will hear after the term I am starting is paid for. Then there was the insulting why isn't your son applying for a student loan, contact them. This after bearing especially private information as to why he does not qualify for financial aid as he is disabled. Six more months and I'm finished and I can't wait.

For anyone curious, TESC starts the September, October, and November semesters early each year to accommodate dates when the college is closed (Thanksgiving and Christmas to not fall during midterm or finals weeks). It would be worse to try and find a proctor on Thanksgiving or Christmas so in this case the school is trying to help. The dates are posted here:
Thomas Edison State College: Undergraduate Academic Calendar

I do agree that financial aid is done very poorly at TESC, but the scheduling does make sense.

[bogey72]

I found TESC customer service pretty darn good. I had some problems with my evaluation that were eventually worked out (with info from this forum) to my satisfaction. I was always treated politely and several TESC employees went out of their way to assist me when I had a question. I've honestly not had very much trouble dealing with any school. TESC even placed me in the Sept graduating class because I rushed in my information in the nick of time. They could have just as easily pushed me to December. I was really happy to get my "approved for graduation" letter for the Sept. class.

[cookderosa]

My opinion and experience with TESC is a combo of both first-hand as well as what's been shared here through the years. TESC is fine as long as everything is in order. Transcripts posted in time? No problem. Transcripts posted correctly? No problem. Person on the other end of the phone answered your question? No problem. Financial aid went through? No problem.....until there is a problem. The problem with TESC is there is no efficient way to resolve anything. There is a "ticket" system which is a joke (I had tickets "solved" when they were not!) and the run-around (it's not my job, you need to talk with someone else) and blowing you off so they can take the next caller in queue when you need a direct answer is incredibly frustrating. In addition, there is no accountability. I've been told, and helped others here who have been told absolutely INCORRECT information. Their reply? <shrug> "Oops. Next." There is simply no real food chain to climb and get results. It's like a giant figure 8. But again, unless or until you have a problem that needs fixing, you'll likely not share this experience.

[Snickerdoodle]

The problem with TESC is there is no efficient way to resolve anything. There is a "ticket" system which is a joke (I had tickets "solved" when they were not!)

Yes!!!! I hate those tickets! I can't tell you how many times I've had to re-open tickets because someone simply didn't take the time to read the words in front of them. Wrong info galore! I had an advisor insist that my local community college was unaccredited, until I pulled up public state documents showing that it was listed in the registry. Ugh...

[PonyGirl93]

For some reason I have found that my tickets have been resolved more quickly when I just emailed them directly instead of using the official ticket thing (which I always forgot where to find, anyway)... They probably hate that, but whatever. My experience with TESC has been basically to wait on hold for a really long time in order to get quick and easy service. I haven't ever had a major screw-up, but a testing center did send my score to the wrong code, meaning that the military office of TESC had to forward the score to the regular office. They did this promptly and cheerfully (which was a relief since it had the potential to delay my graduation.) The Prometric CSR that I spoke with was basically evil, but the TESC rep was fantastic. I used to work in a call center so I have a lot of sympathy for anyone at an 800 number