I agree about the follow up call. In the past 3 years there was about 4 times that they said they would give me a follow up call. Never happened. The only time I ever got a follow up call was when I escalated it.

The direct support on the forum is decent, but their phone support is lacking

Hi Doctor,

I remember dealing with you a while back in regards to service issues experienced and also requests you had made as to which you never allowed us an opportunity to resolve for you as you didn't want to provide us your credentials.

Today, you posted a review asking us to “stay out of it” which is a fair request however you need to understand that when someone comes online, on a place that we are quite active and posts a review like you did, we will get involved. The main reasons for this are because:

1) If we have disservice you, we want to fix it.

2) We want to learn from our customer’s bad experiences to better ourselves.

3) If the facts being provided in the review are false, we want to set the record straight.

From your previous posts/reviews and the review you recently posted, I believe that you are a person that wants to receive an excellent service from your provider and if you agree with my statement, the least you could do for me is provide me some details so I can review our fail points and make adjustments internally to prevent them for other users.

In the past, you never provided us with your information to do so. I believe that you initially came to TekSavvy because you believed in what we represented. Because of this, I strongly suggest you provide me the opportunity to make ourselves better so we can have others that experienced similar issues believe in us once again.

If you want to help make a difference, please provide me with your account details. Andre@teksavvy.com

Regards,

Andre

As if I didn't see this coming a mile away. Exactly what I expected from Teksavvy.

Before I begin I want to state that naturally I do give my details to Teksavvy when I call in. I just don't do it online because I don't want to be blacklisted by Teksavvy which is almost a confirmed practice as indicated in this thread by your CEO. »Teksavvy sucks

BTW, your CEO throwing out personal information about the customer like when he previously had an issue is not surprising at all. I remember the times I called in regards to my elderly mother's account and I could order services for her despite being a completely unauthorized user. The best part was when you read back her credit card number to my over the phone. This happened EVERY time I called in and I got that credit card info at least three times! I realize it's not like that these days, but Marc throwing out personal information like that is not a surprise at all and an extension of the culture of the company. Actually I think Marc quite exemplifies Teksavvy well. You're right. The last 8 months and literally a hundred calls later wasn't enough time to give Teksavvy. I even talked to you during this period at least once. Again was 8 months and at least 30 promises and at least 100 calls not enough time? Mind you I didn't receive even a dollar credit. This is not a case of reading a script or not saying "Thank you for choosing Teksavvy". What I went through was the worst experience I've ever had to go through with any company. If you have to be told that broken promises, leading a customer on for 8 months, not following through on callbacks, promising to do something but not doing it, not answering emails, having the customer hound you relentlessly to get something done, telling the customer "there's nothing I can do", making the customer do the same darn tests every single day to needlessly rule out something already ruled out yesterday and months before, agents not reading their notes, hour plus wait times on the phone, agents giving up telling you to call back tomorrow so you have to go through the same crap the next day are experiences a customer doesn't like to go through, then please excuse me for being rude, but do I need to teach Teksavvy that chewing with your mouth open or walking around with your shoes untied are no-no's as well? As if these things are not blatantly obvious. They are not isolated events either as this went on entirely for 8 darned months.I'll be frank with you. My first review years ago was harsh and if I could still access that account I would gladly change it. With this review though I feel I am being entirely too kind and there is not one single exaggeration here, and even if there was I will not provide my account info until I leave your company.

Besides, I know the dwindling fanboys here on BBR absolutely adore Teksavvy, yet your score is just %74 and dropping fast. Check out Canadian ISP if you want to see unbiased reviews from CUSTOMERS, not customer fanboys and I think your record on Canadian ISP speaks for itself if there are any doubts about the facts I am providing.The least I could do? The least I could do after 8 months of broken promises, hundreds of calls, lies, and not one single penny of reimbursement? (I didn't ask for one either) You'd think you were providing a charity service. Let me tell you something. A customers responsibility ends after paying the bill. Ideally you want every single customer you can get, a customer just wants one provider. I don't owe Teksavvy anything. There is one part of my review proven, "entitlement" and it apparently just drips down from the top it seems.Again I did provide my information by the literally hundred calls I made to Teksavvy and even spoke to you at one point. What difference does it make if I post it online? I've even emailed Teksavvy about this. 8 months of this nonsense but you want another chance. To be honest I've heard this before on the phone "another chance". At what point in an 8 month period do I change from being a fool to a complete idiot? If you offered me 5 years of service for free I probably wouldn't even take it at this point and I am completely serious.

Hi Doctor,

There is no one doubting that your issues have been ongoing for some time or that you didn't provide your info when calling in.

From what I am noticing, you have an issue that requires a little more pull from us to get things fixed which is what I am offering to do for you. We can't help you with that unless you provide us more info, because on here, we have no idea who you are.

We do not control who gets blacklisted on DSLr. All we can do on here is choose to help you or not and we are indicating that we want to help!

Thanks,

Andre

He isn't referring to who gets black listed on DSLr. At all.

Which, I guess, goes to actually show how his complaints fall on deaf ears. His complaint is being justified right before our eyes...

We don't blacklist anybody. The notion is simply irrelevant.

Not per what you wrote in that topic he ref'd.

You keep info on people who never had the service. Then we can see how you use that to label people. Or do you deny that ever happened? Will you say that "isn't true" yet again, when it is.

What are the laws on keeping info on people? 2 years after the fact? Care to share it? Using this to "label people"?

All this info is on privcom.gc.ca to help you out. Maybe you want to reply to this. Maybe you want to push your weight on what you pay here to hide it?

*shrug* it really doesn't matter. Cat is out of the bag. Makes you mad, eh.

Although TSI's intention was never bad to keep history of their customers even after 2 years. But the way Marc publicly made a decision based on the previous sign up of that customer is something alarming. He did correct himself though but that doesn't change the fact that he did what he did!

I am sure Marc didn't realized that at first since he was trying to solve the issue but I hope he does now that you can't make decisions based on past and you can't publicly do that!!!!!

I however thought that TSI deleted user info automatically after certain time but I am wrong here! Perhaps Marc needs to learn something from this and hopefully this mistake won't be repeated again!!! Marc needs to straighten out some rules on privacy issues!

We do not know who his is... We simply just remember the name "Doctor" from a series of posts from a while ago.

Andre

Andre, the person you are replying to is talking about the person who was "black listed". Not "Doctor".

Once again you are confirming everything Doctor is saying. You just don't listen or take the time to understand what is said.

The replies here all justify what Doctor stated.

Guru, your eyes are opening. This has been going on for a long long time. We aren't talking months here. And a lot of it is being tried very hard to bring it where it isn't seen. This is nothing. This is only one situation. There are lots more.

+1I am well aware but kept my mouth shut!

No offence mate but you didn't read my reply! -1 for your post!

Doctor,

Thanks for taking the time to explain yourself. If you'd like additional information or help, you know where to find me. I will gladly help if possible. Feel free to reach out any time.

Andre, I think this is fairly pointless for you to respond to just leave it alone, he doesn't want our help.