Review by Flashman - Location: Toronto, ON, Canada
- Cost: $60 per month
Nothing. 1 hour plus phone wait times, uncaring customer service. Avoid!
| Pre Sales information: Install Co-ordination: Connection reliability: Tech Support: Services: Value for money:
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I've been a loyal and satisfied TekSavvy customer for six years... well, I should say "was." Unfortunately have been watching customer service slide over the past year, and today was the last straw.
Had an appointment booked between 8 - 11, after a two week wait for a change of address. 11 comes and goes, no tech. Called Teksavvy; they had the number wrong - completely their fault. They repeated a 7 as the last digit, despite me clarifying the number TWICE at the time of appointment booking... So the tech arrived as scheduled, but Teksavvy dropped the ball as they couldn't notify me he was here.
That's bad enough, but the CSR was absolutely unapologetic - I mean, literally didn't even say sorry for the inconvenience. Next appointment is in another week... Take it or leave it. Ya, no thanks, if I have
to spend an hour on the phone to actually talk to someone, only to be told I have to wait another week due to an error 100% Teksavvys fault... Pains me to say, but Teksavvy is now an ISP to avoid; they may have great plans and rates, but it seems impossible to actually get hooked up. And what a change in customer service, congrats - you're finally indistinguishable from Bell & Rogers. I mean, you worked pretty hard to push a long time loyal customer away... I pity your new ones who'll have to learn these lessons the hard way too.
Lots more similar stories here - »
www.canadianisp.ca/cgi-b ··· ispid=50Buyer beware! They'll take your deposit quick enough, and leave you holding your d*ck in your hand.
member for 10.5 years, driveby review (so far)
updated 10.5 years ago
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ReviewHi Flashman, I sincerely apologize for the recent experience you've described here. As a customer who has been with us for six years, it's definitely not the way we want our customers to leave a long term business relationship. I do want to investigate your account further to ensure that the representatives who made the errors are addressed and the fact that they were unapologetic as you've mentioned. Feel free to PM me your account information TSI Jonathan and any questions or concerns you may have. Thank you, TSI Jonathan | |
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Re: ReviewDo I get paid for my time? If I'm helping you solve your customer service deficiency, and I'm no longer a customer, what's in it for me for investing my time? So far I've waited at home for three hours for a tech who you gave the wrong phone # to, and spent an hour on hold. You guys seem to have a monopoly on my time today.
If you were going to investigate and get my Internet hooked up tomorrow, then we'd be talking... But this just sounds like an invitation to waste more of my time with Teksavvy. Like I'm doing now. | |
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Re: ReviewHi again Flashman,
I do not want to take any of your time, all I was asking for was to have your account information and I would do the work from there to ensure the issues you've brought up are taken care of on our side. A quick PM with your CID would be all that is needed. The representatives who made the mistakes need to be coached so that it does not occur again.
Unfortunately the mistake that was done on our part about the phone number which caused the need for a tech reschedule is something that I can't fix. The normal time frame to have a tech rescheduled would be 3-5 days but with the delays currently experienced with our vendor would push a date further away. We can certainly try to escalate your account but even escalations have been delayed.
I know this is not what you want to hear but what has been done is done. My job at this point is to ensure that what has happened to you does not happen again to anyone else and to see if I can make things better for you. We do have temporary solutions like sending you a wireless hub in the meantime until we have your actual service up and running. It's not the perfect solution but we could have that sent to you tomorrow to receive it Friday? That is if you are in a covered area which I would need to double check with your address.
We do care about our customers and you are no different. If you wish for me to assist you I will to the best of my capabilities.
Let me know...
TSI Jonathan | |
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Re: ReviewI appreciate your efforts, I don't envy anyone who's a CSR on the sinking Teksavvy ship - but I'm already a happy Distributel customer... Install date is five days away, two days sooner than you guys could manage for a rebooking, and the rate plan is slightly better.
Too bad I didn't get someone willing to be so helpful without having to lose my mind on the Internet. If the two other CSRs I spoke to on the phone today were a tenth as helpful, I may still be a customer. | |
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