Review by chandni009
Bad "Move order request in the same building, 25+ days and still counting"
- Location: Toronto,ON
- Cost: $35 per month (18 month contract)
- Install: about 25 days
I have been a customer since March 2012, and I am setup for automatic payments through credit card, since the first day of service.
I placed an order on 20th Aug to move the connection in the same building, and a new Suit number for 1st Sep.
- On 28th Aug, when I called to check for the date on installation, I was told that my payment did not go through, and my credit card had expired.
The accounting team said the expiry date on my card was 2012, and had no idea how the payments were coming until Aug 2013.
However the expiry on the card was 2016.
- After I got that resolved the escalation dates given to me were 4th, 5th and 6th September.
- On 9th September, when I called again, they informed me that I had a wrong postal code on file.
I have been a customer for 1.5 years on the same address, and the only update was the suit number.
- After they resolved that, I was give an escalation time for 48 - 72 hours.
-Today, 12th Sep, when I called, I was informed they haven't heard back from rogers and will send them an email.
no new dates were shared.
other concerns :
1. Everytime I called I had to wait on the IVR for at least 45 mins, before I got hold of a representative and sometimes had to punch in my phone number for call back.
2. When I did get a representative, they are responsive and polite but did not have access to provide any dates or escalation times.
I earn a living on the internet and work from home, I am seriously upset with the service. i haven't had any issues in the past 1.5 years and this has been a painful journey.
I have paid for the move, the next month service and gotten my address verified, and I still don't know when will I have internet.
Can someone help ?
member for 98 days, 2 visits, last login: 89 days ago
updated 90 days ago
Review Hello Chandni,
Thank you for this review! First off before I go into your review, are you able to edit you review and remove your account information as this is a public forum?
In regards to your review I certainly do apologize for this inconvenience and delay with your move order, and the payment information. I have reviewed your account and the issue with your payment was not that your Credit card had expired however that the incorrect payment option was chosen on your order. I apologize if you were informed differently. The agents you spoke to over the phone have corrected the payment information and have been able to go forward with processing your move order. I apologize for this delay in order processing. Currently we are awaiting a response from our vendor indicating a confirmed appointment time frame for you. Once we have that information we will contact you so you know when a technician will be available. Our vendor is currently also delayed with responding to our requests. I would like to let you know that as well, so there are no surprises.
In regards to wait times, yes we have wait times currently with our phone agents. The back to school period is our busiest time of year and the call volume increases tenfold for us. This happens every year from August to roughly November. I can assure you our phone agents are working diligently to answer all the calls coming into TekSavvy. At TekSavvy we are aware of the wait times, and have ensured there are many ways to contact us other than using our phone lines. TekSavvy can be reached through DSLr Direct, TekSavvy Forum, TekSavvy Chat, Facebook, Twitter. There are many ways to contact us. One of the best ways to contact us is through DSLr Direct Forum »TekSavvy Direct as we are very active in DSLr.
Thank you for your review. If you have any questions please message us directly in the Direct Forum »TekSavvy Direct.
TSI Ashleigh - E-Services.
Authorized TekSavvy Employee