Schoolcloud support - Awful since TES takeover

[DrCheese]

Hi - Posting this here to see if we're not alone in this.

 

Support from SchoolCloud has been utterly horrendous since the TES buyout

We've had two fairly major issues with the system recently, the first one support basically gave up & we ended up figuring out the issue ourselves (Configuration issue that they should have spotted)

 

Now the most recent one has left us without service on the room booking system for over a month now & it's just not on.

Our import is failing & they've tried to fob us off multiple times with "It's SIMS's fault" (ok, supply evidence??) or "It needs engineering time" but without ever actually (appearing) to have the engineering team look at it.

 

I'm at my wits end with it currently :/ - The product is brilliant but support is letting it down massively currently

Has anyone else found the same?

[BOOT]

Yes. You're not alone.

[DrCheese]

What's your situation with it? We're at 27 days now without service :/

[PotNoodleTech]

This is a worrying thread, it seems everything TES touches turns to.........s%&

[DrCheese]

I am trying not to get angry with them but it's hard not when I have complaining staff at me all the time...

 

Outside of the room booking system, they had a fairly major issue with the parents evening system earlier in the year https://www.edugeek.net/forums/cloud-services/234504-schoolcloud-roombooking-have-outage-case-helps-anyone.html

So they've definately had a drop in service compared to when they were standalone :/

[DrCheese]

So we're now at day 37 of no service - Our complaint has been raised to an resolution team, but all we're getting back from them still is "We're waiting for the developers to take a look'

 

Our issue is simply an issue with sync'ing - Our sync is failing & not showing our SIMS timetable on the booking system which makes it useless.

 

Have to say, this entire experience has made me really bitter about TES - I've always highly rated SchoolCloud's products in the past & their support was fantastic. Now it's beyond a joke.

[BOOT]

I expect many of us are actively looking at replacements now.

[DrCheese]

I expect many of us are actively looking at replacements now.

 

Aye, tho for Roombooking there's not much out there

 

https://www.schoolbooking.com/ is all I can find (Admittedly, with a quick search)

[retiredperson]

On 14/06/2024 at 12:34, DrCheese said:

Have to say, this entire experience has made me really bitter about TES - I've always highly rated SchoolCloud's products in the past & their support was fantastic. Now it's beyond a joke.

 

Tes sacked the entire SchoolCloud support team (which was, as you say, fantastic) as soon as they were legally able.

[DrCheese]

I kind of accept that this is the cycle of education software now - Once it gets bought up, or a company grows to a certain size the beancounters get involved & the product goes down hill.

 

We all then move to a better product and the cycle restarts. 

[nicholab]

Could someone from TES answer why they choose to make such bad choices?  Why thy choose to be so horrible to staff and customers, removing the experienced support representative.  I do hope all the management get the sack as well.

[TechMonkey]

On 14/06/2024 at 12:34, DrCheese said:

So we're now at day 37 of no service - Our complaint has been raised to an resolution team, but all we're getting back from them still is "We're waiting for the developers to take a look'

 

Our issue is simply an issue with sync'ing - Our sync is failing & not showing our SIMS timetable on the booking system which makes it useless.

 

Have to say, this entire experience has made me really bitter about TES - I've always highly rated SchoolCloud's products in the past & their support was fantastic. Now it's beyond a joke.

We had this with iSAMS.  I had to push and push, got the resolution team, was told engineer time was being scheduled and eventually they refunded us the cost of the sync add-in. I think they gave some answer like there is an issue but we don't know when it will be fixed.  Came to renewal so I asked them if the sync was ever coming back other wise we need to take it off the renewal and I was told that there isn't an issue, it works fine and had no idea what I was talking about.  I pointed out the ticket and that it wasn't enabled on our tenant, got given a washy reason why and it has worked (as far as I know) ever since.

 

I'll hunt down the reason I was given in case it helps you

 

EDIT: Found the email and apart from constantly referring to SIMS instead of iSAMS they denied any issue or that we had a refund. Said was active and working.

Edited June 29 by TechMonkey

[Danp]

Over the past couple of years I've had some many issues with TES as a whole.

 

All staff, at all of our schools had their Educare logins reset

 

At one school, SchoolCloud got cancelled without any explanation and took two weeks to enable it again.

 

Another school signed up to their Provision Map in March. Still waiting for it to be set up.

 

On the plus side, I am cancelling SchoolCloud at one school as it's not needed now they have Involve set up.