Review by perfectimage
Good "At present time not much"
- Location: North York,ON
- Cost: $40 per month
Bad "Activation nightmare !"
Overall "Things have changed alot at Teksavvy for the worse"
|Pre Sales information:|
(ratings well below consensus)
As my wife and I are seniors we chose to reconnect our internet again because of previous experience,reliability and reputation of Teksavvy.What a mistake.Signed up July 17/13 for connection on Aug.1/13.Purchased modem etc for a $220 bill.Did all required processes like cancel old ISP for confirmed disconnect date July 31/13.This new connection was supposed to happen remotely Aug.1/13.Now the nightmare begins.Receive email July 25/13 saying that my cable order was rejected.Back on phone to begin a series of conversations that changed often.Now a technician would be required to attend instal.The time I have wasted on this strait forward transaction is ridiculous.Now we have to set up new connect date from which I had choice of Aug.1,2 or 3.Today is July 31/13 and no email for connection.On the phone again only to be told that Rogers screwed up and have to be put in line again for 1 week away.For 2 seniors that rely on internet for various medical and communication issues we now are put in a very dicey situation.Finally requested to speak with supposed supervisor for some help.I was told with little compassion that this was the way it had to be and that if I wanted to cancel the cost to me would be approximately be $50. So here we sit at the mercy of Teksavvy with no internet.$220 spent and must wait again (maybe) for new service.I was one and was up to this experience one of Teksavvy's biggest fans.How times have changed for the worse.
As a fellow member stated I am not trying to be a difficult customer; I realize mistakes happen. I also believe however that I have somewhat of a duty to post my experiences both negative and positive with products and services since online reviews influence many of my decisions.For some of us consumers there is no other source of info for decision making than the reviews of that companies customers.
member for 229 days, 22 visits, last login: 93 days ago
updated 221 days ago
| |TSI AndreGot TekSavvy?Premium,VIP
I've got this! Hi PerfectImage,
I was able to dig deeper into your account and here are my findings:
1) We submitted an order to transfer your services.
2) Rogers rejected the order as they could not see the disconnect order from the Rogers retail team for your "existing" services.
3) When you called back with the info needed, we were no longer able to honour the initial dates requested as a transfer so we had to submit the order as a new install. (We could have explained this to you much better IMO).
4) Our associate submitted a cancellation request for the original Transfer order (this was the wrong thing to do, if an order is rejected, you don't need to cancel it) and also submitted the new order.
5) When Rogers received the cancellation order, they assumed it was for the New Install order and cancelled it.
6) We submitted another New Install order and we are currently waiting for confirmation.
All and all, we could have handled this better and I will ensure the associates on our side which are at fault are coached to ensure these mistakes do not happen again. We are also working on a new initiative which will close the proactive communication gap that currently exists between our customers and us. When you add Rogers delays in responses, it certainly doesn't help.
I am really sorry that you experienced this and its certainly not what we strive for. I can assure you that we do learn from our mistakes and through training and coaching and constantly developing ourselves, we will get better.
I have reached out to the Rogers Management team to see if we can have your order expedited. Once I receive the results, we will be in touch.
Please let me know in the meantime if there is anything else I can do for you.
Director of Online & Operations Intelligence
TekSavvy Website | TekSavvy Blog | Follow Me on Twitter (@AndreCleroux)
Re. I've got this! I had a similar story, but between bell and Teksavvy.
I was on Bell DSL for long. Late June I switched to Teksavvy because the promotion from Bell expired and Bell did not like to offer more. Everything went through smoothly as required. I paid for the modem and received one, and I was waiting for the installation date which is a day prior to Bell service termination date (I'd done similar arrangement before, when I swatched to Primus). Four (calander) days before installation, which was scheduled on Monday, Teksavvy called my phone and left a message asking me to call back (no email, and my kid nearly missed the content of the message). It turned out that (according to Teksavvy) Bell refused the connection, insisting that there must be a 5-bus.days gap when the same service is available on other provider. What could I do within 3+ days, two being weekends? What I could do was to call bell to cancel my cancellation order. I was able to neogotiate a full refund (this is what I really appreciate Teksavvy) because the service never activated, and most importantly, NO BODY EVER TOLD ME that there is a 'service-not-available' gap that Teksavvy cannot control.
Now I am back to Teksavvy again, on cable, because Bell really doesn't like me (I thought I was able to negotiate a plan with 350G, and it turns out only has 100G, and Bell's CSR only promise to 'discipline' the guy who promised me that deal, but refuse to honor).
Reading this thread I just want to comment that it looks like both carriers are trying to post some restirctions to discourage subscribers to leave. If this is the case, why DOESN'T Teksavvy realize this situation and warns customers before hand? Why Teksavvy fails to come up with some solution helping to bridge the gap, say, offers some free dial up connectivity during the gap?
Lesson learnt is that, when you switch provider, switch to other carrier as well, if technology allows, so that you will never be held by your original carrier.