Review by FreshDaemon 
UPDATED: 349 days ago
member for 2.1 years, 40 visits, last login: 29 days ago
 St Catharines,ON
 $39 per month
 about 10 days
 Bell Canada
 "Fast, no traffic shaping"
 "Tried to make me pay for return of faulty modem"
 "Fast service, better than the big companies"
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings match consensus)
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I used to have Cogeco until I moved and they wanted a steep transfer-of-service fee. Then I had Sympatico, until they started traffic shaping. Having read about TekSavvy I decided to give them a try. I ordered the 5M Unlimited DSL service online and they contacted me by phone quickly to confirm and gather the information they needed.
Installation wasn't very fast, but I had just moved to the house and the delay was with Bell setting up the line and then activating the service. This was additionally complicated by the phone service itself being through Rogers, on a Bell line. I don't believe this was TekSavvy's fault and I would guess that on an established phone line it would be much faster.
The service did not work straightaway, and a Bell tech was dispatched (on a Sunday, in a snowstorm, to his credit) and reported the line was good. After reporting this the phone tech sent a new modem (both were the Thomson Speedtouch 516) the next business day and worked as soon as it was hooked up. This was a month ago now and since then the service has been great. Speeds have been good, online gaming is smooth, downloading is fast and uninterrupted at all times of day. There have been no outages and no downtime.
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UPDATE: I received a call from TekSavvy wondering where their faulty modem was (I never received any instruction to return it, I thought logically, as it's broken). They told me to ship it back at my own expense. After 15 minutes of arguing and threatening to cancel the service, they finally acquiesced and promised to reimburse me up to $10 for returning the modem.
Be aware that this is their policy, but in my opinion it is unjustified - I should not be out of pocket because TekSavvy sent me faulty goods. If I end up with one working modem I should pay one shipping charge. If they do actually reimburse me then that will be fine, but there is no reason I should have to fight to get that.
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UPDATE: I moved to a new apartment and set up a dry loop, no landline phone. I gave TekSavvy about a month's notice, and the service was actually already running on moving day, I just plugged in the modem and everything worked.
Followup comments:  ftp1020
join:2007-01-30
Canada
 ·TekSavvy Solutions..
| The customer is not always right Pretty much every online retailer will put the onus on YOU to pay return shipping for a faulty/DOA product if it cannot be returned to a bricks-and-mortar store. And I guarantee you that EVERY online retailer will insist on a return for merchandise claimed by the customer to be faulty - if they didn't, anyone could claim that (even for goods that are working fine) and then just resell it themselves. Customers are also often clueless and claim faults on perfectly working products. Same thing with manufacturer RMAs; therefore, your expectations are wholly unrealistic. | |
| 
Belunder
@bell.ca | Take it up with Thompson not teksavvy Teksavvy doesn't build or make those modem Thompson does. If the modem broke in transit Canada Post is on the hook if the contents were insured. It has nothing to do with teksavvy. | |
| 
TSI James
TSI James
Premium
join:2008-02-22 | To FreshDaemon I was wondering if things are working ok now? If not feel free to PM me or call and ask for James so I can make sure all is ok. | |
| FreshDaemon
join:2007-09-25
St Catharines, ON
·TekSavvy Solutions..
1 edit | Modem return No, I never did receive the shipping refund.
I don't have a problem returning the modem, my only request was that I be compensated for my return shipping costs when the unit was found to be faulty. I think that's fair. A customer should not be held liable for events completely outside his control. In the UK, where I grew up, consumer law (at the time, unless it's changed) states that the retailer must pay all costs related to the return of faulty goods, so it isn't unheard of in a common-law country.
As to whether or not it is Thompson's fault, regardless of who made the modem the company who resells it takes on certain obligations, much as if you bought faulty goods from a store, you would not expect to be sent to the manufacturer for resolution. | |
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