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Review by MoE5 See Profile

  • Location: North York, ON, Canada
  • Cost: $40 per month
Technical support refuse to help, arrogant and prejudice against old people
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:

Service was suspended at my mothers request because she went away for 6 months. Requested reconnect. was suppose to be done on Thursday, it got rescheduled 3 times. SC sent a invoice for the connection and service. As of today June 3rd, six days later the service is not working. They insisted to trouble shoot with her despite being made aware that this 80YO lady has no computing competencies and English is her second language. They have called her twice and humiliated her for her inability to follow their instructions. They refuse to send a real person and deal with the problem. As to speak to their owner and the tech support said the owners are too busy to listen to customer complaints and hung up.



member for 9.8 years, driveby review (so far)
updated 9.8 years ago


rocca
Start.ca
Premium Member
join:2008-11-16
London, ON

3 recommendations

rocca

Premium Member

Conversation

Hi Mo,

I returned your call within 40 minutes of receiving your request, unfortunately not fast enough for this review to be prevented I guess but it was good talking with you now.

As we discussed, unfortunately we do not provide an onsite router/wifi configuration service and although we're happy to provide technical support over the phone for pretty much any device, we do require the customers to be able to help walk through those screens since we can't reach the device remotely. As you mentioned, you have someone going onsite and calling us and we'll be more than happy to provide comprehensive configuration support to get your mother online. I hope that our continued efforts will be successful and your review may be reconsidered.

We are very passionate about providing an excellent service and support, unfortunately there was some difference in expectations but I hope we're able to resolve the problem and move past that.

Thanks for the opportunity to respond and I wish you a better evening.
rocca

3 recommendations

rocca

Premium Member

Re: Conversation

Looks like she's online now, glad it was just a case of getting things plugged in.
spikernum1
join:2010-03-03
L8B0S3

spikernum1 to rocca

Member

to rocca
quote:
As to speak to their owner and the tech support said the owners are too busy to listen to customer complaints and hung up.
I wonder if there is any truth to this. Or if the customer is wording it to look like Start support hung up when in actuality, he hung up?

FYI - no isp would send a technician to assist with your router issues. They are not responsible for the network you setup. They will usually ask you to plug directly into your modem so that they can rule out any issues with that device. I would guess that in most cases, the modem connected directly to the computer will have a successful connection, and it is something with the user's private network that is causing the issues - again, not something the ISP is responsible for.
Expand your moderator at work
docbill
join:2006-10-24
Stoney Creek, ON

docbill to spikernum1

Member

to spikernum1

Re: Conversation

Not quite true. Some companies in the states do exactly that. My mother has not abilities to maintain her own router and such. I live in Canada, so I'm normally not much help. AT&T however installed her router, her phones, her TV. Usually they help her to resolve the problem over the phone, but there have been times when they decided to send a technician. They even programmed the universal remote for her. It is called customer service. Believe me, they charge her for it, but it is worth every penny.

Really, all ISP's should have someone available for this type of service. If the customer needs it, and is will to pay a reasonable price for it, it is a win-win for everyone.

Bagnon
Snoogans
join:2000-11-19
Hamilton, ON

3 recommendations

Bagnon

Member

lets hope...

...that the OP will change this.

RLBL
join:2012-11-26
Gloucester, ON

RLBL

Member

Re: lets hope...

Not change, but add a follow-up...

It is better to show a company resolving (few) issues rather than never having them. Continuous glowing reports is good; a bad report here and there with a resolution (which shows a company's integrity and character) is even better.

I would not hope for a retraction as their experience is as real as they believe it be. But I would hope they make an update on how easy it was to get them online, and how they did get the help they needed.