Review by Pavel
Bad "cannot track internet usage, very long waiting time"
- Location: Mississauga,ON
- Cost Contract price not specified.
Overall "can be better"
|Pre Sales information:|
Value for money:
(ratings below consensus)
On Oct 21 we got connected to TekSavvy. Before we were with Rogers.
Couple of comments...
- When I called and selected option 'new customer' , Teksavvy rep answered right away, but when I selected 'existing customer'-> 'technical support' I was waiting for about 20-30 minutes (called about 5-6 times in last 10 days and same ridiculous waiting time even when I called in the afternoon hours).
- I have cable 28Mbps and 300GB cap, however, when I wanted to check my internet usage online, I couldn't find this info.
I called tech support (talked to Brad) and he said that even over the phone I cannot get my usage! Also he said that it's impossible to get notification when I used 75% of cap!
This sounds ridiculous! TekSavvy doesn't give me option to track usage, but wants to charge for over-usage!
Also Brad advised to google and install 3rd party usage tracking software... OK, assume I'll do it, but what if my tracking software telling me that i used 270G and Teksavvy tells that I used 350G?!
Another thing .... we have 4 laptops and PS3 , all of them using Internet... should I install 3rd party software on every machine?!
In my opinion, TekSavvy should NOT charge for over-usage until their customers can track this usage on teksavvy portal.
member for 1.8 years, 20 visits, last login: 1.1 years ago
updated 1.8 years ago
| |TSI MartinPremium
Usage Tracker Hi Pavel,
To answer a few comments you have on your review...
Yes our Q time has been busy as of late. We've been hiring additional agents & will be opening a new call centre shortly as the demand for help is climbing & we are attempting to keep up with the demand.
As for the Usage, we are currently working with Rogers to provide a tool that will allow customers to view their usage. At this time, we don't have a tool to allow this, and although we do say you can be charged for overusage, we won't as we would need a tool as well to do so. We are currently not charging for overusage, but if the tool does become available, and you do go over, then the responsibility for the overusage would be yours. Since no tool is provided, we aren't subjecting our customer to overusage charges. We do try to have our customer work on a honorary system and placing a trust on our customers. If you would like to keep an eye on your usage, then we do recommend a third party tool such as the following : »www.softperfect.com/products/networx/
This may help keep a close eye on average usage & help you take the best decision as to which service would best fit your needs. Now, do keep in mind as you have probably not noticed this, but the price difference between the 300GB & Unlimited plan is 25$. Note that the Overage charges on the 300GB plan do max out at 25$ which is the same as an unlimited service.
Hope this will have clarified you comments.
As for the review goes, would it be possible for you to elaborate the reasoning behind your score of 0% for Tech Support & 25% for services so that we may try to implement something to fix those related issues.
Thanks for your review
TSI Martin (Escalations / Social Media) - TekSavvy Solutions Inc.
Authorized TSI employee ( »»TekSavvy FAQ »Official support in the forum )
Follow me on Twitter : @TSIMartin