How to get TESU to answer my questions and look at my transcripts? (Discouraged)

[camjenks]

TLDR; TESU isn't answering my questions or giving me information about the transcripts I sent. What are my options?

I have some IT certifications that some colleges (Excelsior) give credit for. Some are also listed as receiving credit on TESU's website, but not all of them. I sent the transcripts to TESU with an explanation of what they were. After a week, I got an email back that they don't give credit for those with a note at the end of the email that the ticket was resolved and closed. Disappointing. It seemed like they didn't even look at it because some of the ones I sent are listed on their website, and they didn't even add those to my transcript (A+, Net+, Sec+).

I ended up calling and found out I probably sent it to the wrong email address (enrollment instead of academic advising), so I sent it again to the correct email. In my email, I asked if any of them would apply to the CIS area of study. I got another response that they marked it as resolved, and they didn't make any effort to answer my questions. I did see on my transcript they added 2 as free electives but didn't answer my questions about the remaining transcripts and whether or not they will apply to the CIS AOS. It basically said if there are others then I can see if they're listed on ACE and if they aren't then they probably don't give credit.

Since then I scheduled an appointment for a call with an advisor and waited a week for that. My phone rang and I picked up, it was an automated thing and then I got disconnected, so I didn't even get to speak to anyone. There were no issues with my cell service.


I'm pretty turned off by the lack of effort because instead of actually giving me the information I'm asking for they seem to give a vague, uncertain response, and then close the ticket. 1 certification, in particular, I was expecting to get something for because they have Linux Essentials certification listed on their website, and I have a higher level certification from the same company (LPIC-1) that covers the same material and much more. I thought that I'd at least get the credits they'd award for the lower level certification. I also have an eval from Excelsior and they gave me credit for everything. In contrast, everyone here is super helpful and responsive, so I'm hoping you all can help put me on the right track.

So is this normal? Am I right to expect more effort and feedback from them, or am I expecting too much? And if so, what do I need to do to get information? Is there any way to get them to actually evaluate what I have to see if it's worth credit?

[dfrecore]

TESU will evaluate what you send them, and put it on your transcript it it applies. But honestly, if you're trying to get credit for certifications, they're pretty bad at what they give.

From what I can find, it looks like they'll give credit for:
Network+ earned between 2/28/15-2/28/18 as ITS-140 (Intro to Networking), 3cr
Security+ earned between 5/1/14-10/25/17 as CYB-220 (Defensive Security), 3cr
I didn't see that A+ would get credit.

So both LL, and a possibility that both will go into the CIS AOS.

And yes, they're also terrible with customer service. When dealing with TESU, you're better off coming here to ask questions, and waiting for your eval to be done, then asking most people there. You get your degree there in spite of their bad customer service if they give you a better deal. But you should just wait to see if they show up on your eval.

Honestly, if you want credit for certs, you're better off at WGU or EC.

[Ideas]

So is this normal? Am I right to expect more effort and feedback from them, or am I expecting too much? And if so, what do I need to do to get information? Is there any way to get them to actually evaluate what I have to see if it's worth credit?

It's normal for them. A lot of us feel the same way. Sometimes for the simplest things, you end up getting normal customer service and answers. 

You may want to try again with a phone appointment. Or for emails, it is best to ask only 1 very clear, specific question per message.

[mudball]

TESU isn't the best with e-mailed questions, sometimes it just seems like they want to close the ticket. I have had much worse experiences with a few other colleges, so they don't bother me that much.
Send one question per e-mail.
You'll tend to get better service with a phone appointment. You have to call them at the appointment time, they don't call you.
I didn't have any luck just calling in without an appointment, just kept getting transferred back and forth throughout the departments.

[jsh1138]

there is a very noticeable difference between COSC and TESU in terms of customer service interactions. it just is what it is

[Muldoon]

I almost wonder if the "Ticket Closed" is a default message. I was emailing them back and forth about my evaluation, and they would make a request then it would say the ticket was closed. I'd reply with their requested info, and they would reply saying they applied my credits correctly, and the ticket was closed. It took a few emails but it solved my issues.