dslreports logo
site
spacer

spacer
 
    ISP Rolodex Intro Local ISPs Members U-Verse FiOS FiOS Soon
spc

spacer




how-to block ads



TekSavvy Cable page on DSLReports
Six Month Rating

Reviews:
bullet 547 reviews (394 good) (82 bad)
bullet Submit a review by email click here
bullet login for new review notification feature

Review by nixyrus See Profile

  • Location: Toronto,ON
  • Cost: $70 per month
Good "Nothing really."
Bad "Lousiest ever customer service."
Overall "Most. Frustrating. Customer. Service. Ever."
Pre Sales information:
Install Co-ordination:
Connection Reliability:
Tech Support:
Services:
Value for money:
(ratings well below consensus)

We switched to TSI around three years ago, expecting customer service to be better than incumbents. Sadly, we were severely disappointed recently when we tried to get an issue resolved via their customer service.

If you ever need a tech to come out and physically look at your line, be prepared to spend a lot of time on the phone with teksavvy reps first, trying to justify a tech to come out. If at any point the vendor says the issue has been resolved, repeat the entire process.

We spent around 5 hours on the phone, un-sucessfully, trying to have a tech come and replace a temp line, which could have been degrading our internet speed.

We then cancelled our service.

Upon cancellation, a Teksavvy rep refused to honour a previously applied credit for a period when the service was down. Apparently, their system cannot process a credit card refund, at least that's what the customer retention rep told me. On the plus side, it's not the vendor's fault.

Contrast this terrible customer experience with Amazon, who gave us a refund for a movie we tried to stream on Teksavvy while experiencing degraded internet speed. We did not even ask Amazon for a refund, just got an email with a full credit. BAM! We are now Amazon customers for life.

We are also trying to have teksavvy remove a downed cable left hanging by the side of our house, as it presents a safety issue to us and could damage cars in the driveway. As usual Teksavvy's reps are back-pedalling, contradicting themselves and using their vendor as an excuse to not do anything.

I'm hoping the folks from teksavvy on here will do a better job than the folks I've dealt with so far. Let's see.

Sequence of events:

Dec 22nd -- Cable in back yard down in storm.
Dec 29th -- Technician installed temp line, said they would put in permanent line later that day. Technician never returned.
Jan 1st -- Service so slow that it is unusable (speed test can't even be completed).
Jan 2nd first call -- called TekSavvy, spent 30 mins on phone with rep, call got disconnected, rep didn't call back.
Jan 2nd second call -- called TekSavvy, spent an hour on phone running tests. Told it is power level issue, Vendor may be able to fix from their end. May send technician on Sat am, Monday or Tuesday.
Jan 3rd first call -- no service at home. Called Teksavvy, told Vendor said issue fixed.
Jan 3rd second call -- power cycled modem, still no signal. told we need to email signal info to teksavvy for Vendor to send technician to take a look and Vendor may send someone over on original sat time slot.
Jan 4th -- Ryan at Teksavvy finally acknowledged that Vendor's temp line may be causing an issue with our service. So far, spent around 5 hours on the phone with tech support to get to this point. Ryan opened a second ticket with Vendor to replace temp line with a permanent line.
Jan 5th & 6th -- Told by Teksavvy, replacing temp line won't be done by vendor until Spring as it may be unsafe. Even though the same vendor replaced our neighbour's downed line 2 feet away.
Jan 7th -- Asked Teksavvy to send tech to remove our downed cable, hanging by the side of the house, which could pose a safety issue for us.
Jan 7th -- Teksavvy asked for photos showing downed line.
Jan 7th -- Cancelled Teksavvy service, cancellation/retention agent refuses to honour previously given credit for down/unusable service.
Jan 8th -- Sent Teksavvy photos of downed line.
Jan 8th -- Teksavvy now esponds by saying it is unsafe for vendor to replace downed line.


member for 1.1 years, 6 visits, last login: 1 year ago
updated 1 year ago

Comments:

TSI ShawnS
Premium
join:2012-11-22
Chatham, ON
kudos:6

RE:review

Hello Nixyrus,

Thank you for taking the time to post a review,

We understand that there was a major ice storm that has caused a lot of damage in the general Toronto area. Our vendor and the hydro companies have been working non-stop in the area to restore service.

We would be happy to look into this further for you. If you can please send a message via the »TekSavvy Direct forum.

We can look further into this and hopefully come to a resolution.
Thank you
TSI Shawn S
--
TSI ShawnS (E-Services) - TekSavvy Solutions Inc.
Authorized TSI employee (»»TekSavvy FAQ »Official support in the forum )
Follow us on Twitter : @TekSavvyCSR ; @TekSavvyNetwork
nixyrus

join:2014-01-07
Reviews:
·TekSavvy Cable

Re: RE:review

I have already spent way too much time on this issue. All I would like is 1) a refund for 11 days, which was promised to me before I cancelled my service and 2) a tech to come and remove the downed line, which is hanging by the side of the house and could cause damage to our property.

TSI Jonathan
Premium
join:2011-08-24
canada
kudos:10

Re: RE:review

Hi nixyrus,

We can certainly look into the 11 days refund you are asking for. For us to do so, we would need to look up your account information so that we can investigate and see if the 11 days refund can be given to you. Could you please provide us your account information in the direct forum that Shawn linked in his post?

From my understanding through what you posted is that you cancelled your service already? We can look to see if our vendor can come out to fix the temp line if it is hazardous/a safety concern. This has never been done on a cancelled account so we do not know how our vendor will reply but we are more than willing to try.

Thank you,

TSI Jonathan
--
Online Experience Manager
Authorized TSI employee - Teksavvy Solutions Inc.
nixyrus

join:2014-01-07
Reviews:
·TekSavvy Cable

1 edit

Re: RE:review

My CID is xxxx. I am a customer until Feb 3rd, please feel free to email me anytime.

To be clear, I am only asking for two things:-

1) For the downed cable to be taken off my property. This cable is just hanging off the side of our house in the driveway and could cause injury or damage cars in the driveway.
I was previously told the cable would be removed once I provided photos showing the downed cable. I provided the photos and now I'm told it's unsafe for the vendor to come and replace an aerial line, which is not what I am asking for.

2) An already given credit for 11 days for down and unusable service to be honoured. I was given a 3 day credit minutes before cancelling my service and an 8 day credit was given last week. I was told by a "Brandon" in your retention dept, that a refund cannot be issued if I cancel my service, I understand the service is pre-paid, but surely Teksavvy has the means to apply a simple credit card refund credit.
For the record, I wanted to cancel my service effective Jan 19th but was told by Brandon that Teksavvy will not refund the days between Jan 19th and Feb 2nd. So, I'm already paying for two weeks more than I need to. To not honour a credit on top of that is very unreasonable. Brandon was unwilling or unable to help when I raised this issue with him.

Thanks

TSI ShawnS
Premium
join:2012-11-22
Chatham, ON
kudos:6

1 edit

RE: Re: RE:review

Hello there,

Thank you for your reply.
I would like to get additional details from you, I would like to communicate with you more privately. Please post in the »TekSavvy Direct Forum, We can assist you from there.

Thank you.
TSI Shawn S
koreyb
Open the Canadian Market NOW

join:2005-01-08
East York, ON

Re: RE:review

You may want to take your CID number off the public forums for security reasons... use the direct forums for this.

TSI Marc
Premium,VIP
join:2006-06-23
Chatham, ON
kudos:28

Emails

Nixyrus, I'm not sure where you sent those emails but I never received them. I see you posted those there but I have looked three times now for those and can't find either of them. If I had received them, you'd know because I always get the team right on any emails I receive like that.

Hopefully this gets resolved to your satisfaction. Feel free to PM me also..
--
Marc - CEO/TekSavvy
nixyrus

join:2014-01-07
Reviews:
·TekSavvy Cable

Re: Emails

Hi Marc, perhaps I emailed the wrong email address, I did email the PR person listed on TSI press releases as well though...

All I am asking for is the previous credit to be applied (#2 on Jan 7). I took down the old downed wire myself, since the vendor hasn't responded in 4-5 days.

TSI Andre
Got TekSavvy?
Premium,VIP
join:2008-06-03
Chatham, ON
kudos:25

Re: Emails

Hi Nixyrus,

The credit has already been applied and we are working on the burial. We tried to get you to post in the direct forum so we can provide you more details about this with specifics however you haven't posted yet.

Thanks,

Andre
--
TSI Andre
Director of Online & Operations Intelligence

TekSavvy Website | Follow Me on Twitter (@AndreCleroux)
nixyrus

join:2014-01-07
Reviews:
·TekSavvy Cable

Re: Emails

Yes, I received a cheque for the credit yesterday.

Thank you, I was very surprised when the agent I cancelled the service with told me that there was no way to provide a credit after cancellation.

I don't need the temp line replaced anymore per my reply to Marc above. I have also emailed the support email letting them know this is no longer needed.

TSI Marc
Premium,VIP
join:2006-06-23
Chatham, ON
kudos:28

Re: Emails

It's likely that the agent was saying that there is no way to provide a credit right away (I.e. Right there on the spot). They are processed in batches on a weekly basis..

Thanks for following up though. If I could ask you to remove the comments about me in your review. I would really appreciate that. I take pride in what we do. It upsets me that we weren't able to make this more enjoyable for you but maybe down the road we'll cross paths again.
--
Marc - CEO/TekSavvy
nixyrus

join:2014-01-07
Reviews:
·TekSavvy Cable

Re: Emails

Thanks, for your help. I made the changes you requested.

It's water under the bridge for me now, as I have received my refund, but I think it's important for you to know about my experience on the phone re. the refund being honoured as that experience was nowhere as helpful as TSI folks on this forum have been:-

The retention rep ("Bryan") was very clear with me on the phone that there was no way the refund could be honoured since I had cancelled my service and refunds are applied in the following billing cycle.

I asked him if he had any discretion to apply/honour the refund, he said he didn't.

I asked if I could speak to someone else and was told that even if I called back, no one in the call centre could apply/honour the credit as I had cancelled my service and already paid for the upcoming month.

I then asked if he personally thought not honouring the credit was reasonable, he didn't have an answer.

When I asked to speak to his supervisor, I was told the supervisor does not take any customer calls.

When I asked what's the purpose of having a supervisor if customer calls can't be escalated to them, I was told supervisors are there only to "lead the team".

It wasn't a question of getting a credit on the spot.

From my perspective, it felt like the agent was simply not interested in being helpful once I told him at the beginning of the call that I had already picked another provider.

Again, thanks for your help, I just wanted to let you know about the my experience with the refund on the phone.
ShelaghDB

join:2012-09-02

Tech Savvy seems to be gaining quite a few unhappy customers lately, I hear!

I was very unhappy with Rogers cable and was going to go to Tech Savvy but it seems that i am hearing a lot of unhappy Tek Savvy customers as of late.

Threads like this one convinced me to stay with Rogers, especially because i managed to get a deal yesterday with them for $45 per month, modem rental included, 300 gigs and 30 Mpbs and no contract.
That I felt I could not beat, especially with the unhappy customers as of late with TS.

Sorry to hear such complaints as it was great to know that there was one or two companies giving the big 3 a run for their money, or at least there were.
I hope these problems are few and far between!
koreyb
Open the Canadian Market NOW

join:2005-01-08
East York, ON
Reviews:
·VMedia
·Rogers Hi-Speed

Re: Tech Savvy seems to be gaining quite a few unhappy customers lately, I hear!

I'm saying this as a balanced consumer, not some FAN BOI as some on here are known to be.

Due to the growth Teksavvy has had, as will the vocal few that have ran into issues. It's still no where near the level Bell and Rogers get on a daily basis.

A lot of the issues stem from vendor issues that are a monopoly service mandated by the government, which vendors are not exactly willing parties to provide. This causes some lack of caring on their part even though they are paid, and paid well by companies like Teksavvy.

There seems to be a huge misunderstanding on how the system works in Canada, and under normal business operations, the company you deal with should be in charge of the whole connection from your home to the internet.. Sadly in Canada the incumbents (Bell/Rogers etc) have to provide the connection between your home and the 3rd party ISP's network. (not the internet, just the connection between the 2) This causes issue because they are looking out for their own retail customers/services first. This means appointments are missed, effort is not given to go above the call of duty, and things will happen. For most cases, there is no issue. But sometimes extra time and effort it required to get things up and running due to all this. The CRTC has an application to demand better of the incumbents but we will have to see how that plays out once a decision is made.

Teksavvy as well does have some issues with their NEWER customer service staff, which has caused problems. This has been very clear, but you will find most on this site from Teksavvy actually are very knowledgeable and can get things back on track if they do fall off the rails.

I can see after growth, levels off to more manageable levels, this being taken care of fully, but it is a work in progress as it would be for any company.

There are loads of companies available like START, VMEDIA etc. etc. that are great but on a smaller scale as well. The key is stopping the full flow of funds to THE BIG GIANTS if you want to see change in the market place. As long as everyone funds BIG BLUE, BIG RED etc, nothing will change.

Review by rainetara See Profile

  • Location: Toronto,ON
  • Cost: $65 per month
  • Install: about 30 days
Good "Nothing "
Bad "Insanely inept customer service"
Overall "Will be seeking out a new ISP"
Pre Sales information:
Install Co-ordination:
Connection Reliability:
Tech Support:
Services:
Value for money:
(ratings well below consensus)

I made the switch from Rogers to Teksavvy last spring, and besides a few interruptions that were very poorly handled (I was told that I would have to go out and purchase additional computer equipment before they could file a service request re: service disruption) I had internet that worked well for the price that I agreed to pay. My satisfaction with their services began to deteriorate around a move and subsequent move of internet service scheduled for December 1, 2013. Below you will find the details of my complaint. I was told that my only recourse was to send an email to the complaints department as Teksavvy, which I have done TWICE with no reply. I did ask during one of the many phone calls with Teksavvy for the email address of the CEO, and was denied.

Content of email sent to Teksavvy complaints on December 19 and January 3:

"I would have written this email sooner, but I don't have internet and therefore had to compose on my phone. Yes, the service that I have ordered, had 2 technicians out to install, been overcharged refunded and then charged again for, filed several complaints over and spent HOURS on the phone demanding continues to elude me.

I was an existing customer and scheduled a move of my services for November 30th. The closest appointment I could get to the day was December 2. On that evening a technician came out and refused to install the service as there wasn't any existing cable run, so he demanded a letter from the landlord. I explained that she lives a few doors away and that I could get her to come over. He said he wouldn't wait and gave me a form for her to fill out. No one has lived in this apartment for many years, and I was aware that there was no existing cable and could have provided that information if anyone had bothered to ask.

Just to see if I was paying attention, my November bill had an additional $79 dollars or so tacked on. No one I spoke to could explain why. I had to then wait for a cheque to refund the money that your company was never authorized to take in the first place.

I made several attempts to get a hold of Teksavvy about my failed installation. I spoke with a male representative to whom I gave my availability and explained the situation. He stated that he would try to get the service resumed that following weekend.

A few days later I received a confirmation email booking a time that I had indicated that I was unavailable (fighting with Teksavvy isn't my only job). I spoke with two separate service reps that day, and very clearly expressed my concerns and availability and requested an appointment during a time that I was actually available. I heard nothing for a few days. I called Teksavvy and demanded to speak with a manager. After explaining this ridiculous breach of customer service to another unsympathetic agent, I was connected to a "manager". He was in fact the same person I spoke to who botched my second appointment request. He stated that no further attempts had been made to change the date of the appointment that I was unavailable for, in spite of my speaking to two separate people about the matter. He assured me that he would reschedule.

On the following Tuesday I received a tentative time for Friday evening. When I hadn't received any confirmation by Friday at 1pm, I called your office. After being "disconnected" twice and waiting a total of 30 minutes on hold, I received confirmation of my appointment. When I asked when exactly they intended to confirm this appointment, she told me that they were just about to call.

Technician number 2 arrives and immediately refused to install my service. He states that he needs daylight to install a new service and couldn't now that it was dusk. I argued with him for awhile explaining that a technician had already been out and should have known the situation. I begged him to rebook the appointment for me as I could not bear to have to play broken telephone with your inept customer service department. Rogers called me later that evening to arrange an appointment that will hopefully happen sometime today.

After the initial failure to connect my service, I explained to the person I was speaking to on the phone that I would obviously not be paying for services that I was not receiving. The person I spoke with informed me that it would be my responsibility to inform Teksavvy when I actually did get service and then I would be refunded the money. While speaking to the "manager" on a separate occasion he assured me that I would not be charged for the month and that he was sorry about all the confusion. I received an invoice this morning, and have been charged. Charged for services that I do not have access to and obviously have not received.

As you can imagine I am shocked my your companies complete failure to provide the service that we have agreed to, and the appalling lack of customer service and I would like to be compensated for such. I am extremely disappointed by your company and will tell everyone I can about my experience. As a former Rogers customer, who was tired of being ripped off and bullied, I was hoping that I had found a better alternative. It seems not."

As an update, the service technician did install the service on December 19, and the connection is suboptimal. My few, again botched attempts at support have yielded no improvement. I suspect that I have needlessly replaced the router and am now paying someone to come and assess the situation since Teksavvy is not interested in functional product or customer service.

Additionally, the 3 weeks of service interruption that I was charged for and assured that I would be refunded on a subsequent phone call on December 20th, was again missing from my invoice that I received tonight. So I once again spent 30 minutes arguing over a refund for services that were never provided.

TR



member for 1.1 years, 5 visits, last login: 1 year ago
updated 1.1 years ago

Comments:

TSI Andre
Got TekSavvy?
Premium,VIP
join:2008-06-03
Chatham, ON
kudos:25

Your Review

Hi RT,

I apologize that your experience has been terrible so far. It is certainly not what we strive for.

I'd like to have one of my agents review your account so we can make this right and learn from our mistakes.

If you could post in our direct forum, we will investigate and make sure this gets corrected.

Thanks,

Andre
--
TSI Andre
Director of Online & Operations Intelligence

TekSavvy Website | Follow Me on Twitter (@AndreCleroux)
rainetara

join:2014-01-18

Re: Your Review

Good morning,

So you can't investigate unless I post this elsewhere? I have spent the equivalent of weeks already pursuing this, are you now suggesting that this will only be investigated if I post on the forum page?

TR

TSI Andre
Got TekSavvy?
Premium,VIP
join:2008-06-03
Chatham, ON
kudos:25

Re: Your Review

We can't investigate until you provide us information as we don't know who you are. Here is the direct forum where you can post your account info privately: »TekSavvy Direct
rainetara

join:2014-01-18
Reviews:
·TekSavvy Cable

Horrendous service!!!

I made the switch from Rogers to Teksavvy last spring, and besides a few interruptions that were very poorly handled (I was told that I would have to go out and purchase additional computer equipment before they could file a service request re: service disruption) I had internet that worked well for the price that I agreed to pay. My satisfaction with their services began to deteriorate around a move and subsequent move of internet service scheduled for December 1, 2013. Below you will find the details of my complaint. I was told that my only recourse was to send an email to the complaints department as Teksavvy, which I have done TWICE with no reply. I did ask during one of the many phone calls with Teksavvy for the email address of the CEO, and was denied.

Content of email sent to Teksavvy complaints on December 19 and January 3:

"I would have written this email sooner, but I don't have internet and therefore had to compose on my phone. Yes, the service that I have ordered, had 2 technicians out to install, been overcharged refunded and then charged again for, filed several complaints over and spent HOURS on the phone demanding continues to elude me.

I was an existing customer and scheduled a move of my services for November 30th. The closest appointment I could get to the day was December 2. On that evening a technician came out and refused to install the service as there wasn't any existing cable run, so he demanded a letter from the landlord. I explained that she lives a few doors away and that I could get her to come over. He said he wouldn't wait and gave me a form for her to fill out. No one has lived in this apartment for many years, and I was aware that there was no existing cable and could have provided that information if anyone had bothered to ask.

Just to see if I was paying attention, my November bill had an additional $79 dollars or so tacked on. No one I spoke to could explain why. I had to then wait for a cheque to refund the money that your company was never authorized to take in the first place.

I made several attempts to get a hold of Teksavvy about my failed installation. I spoke with a male representative to whom I gave my availability and explained the situation. He stated that he would try to get the service resumed that following weekend.

A few days later I received a confirmation email booking a time that I had indicated that I was unavailable (fighting with Teksavvy isn't my only job). I spoke with two separate service reps that day, and very clearly expressed my concerns and availability and requested an appointment during a time that I was actually available. I heard nothing for a few days. I called Teksavvy and demanded to speak with a manager. After explaining this ridiculous breach of customer service to another unsympathetic agent, I was connected to a "manager". He was in fact the same person I spoke to who botched my second appointment request. He stated that no further attempts had been made to change the date of the appointment that I was unavailable for, in spite of my speaking to two separate people about the matter. He assured me that he would reschedule.

On the following Tuesday I received a tentative time for Friday evening. When I hadn't received any confirmation by Friday at 1pm, I called your office. After being "disconnected" twice and waiting a total of 30 minutes on hold, I received confirmation of my appointment. When I asked when exactly they intended to confirm this appointment, she told me that they were just about to call.

Technician number 2 arrives and immediately refused to install my service. He states that he needs daylight to install a new service and couldn't now that it was dusk. I argued with him for awhile explaining that a technician had already been out and should have known the situation. I begged him to rebook the appointment for me as I could not bear to have to play broken telephone with your inept customer service department. Rogers called me later that evening to arrange an appointment that will hopefully happen sometime today.

After the initial failure to connect my service, I explained to the person I was speaking to on the phone that I would obviously not be paying for services that I was not receiving. The person I spoke with informed me that it would be my responsibility to inform Teksavvy when I actually did get service and then I would be refunded the money. While speaking to the "manager" on a separate occasion he assured me that I would not be charged for the month and that he was sorry about all the confusion. I received an invoice this morning, and have been charged. Charged for services that I do not have access to and obviously have not received.

As you can imagine I am shocked my your companies complete failure to provide the service that we have agreed to, and the appalling lack of customer service and I would like to be compensated for such. I am extremely disappointed by your company and will tell everyone I can about my experience. As a former Rogers customer, who was tired of being ripped off and bullied, I was hoping that I had found a better alternative. It seems not."

As an update, the service technician did install the service on December 19, and the connection is suboptimal. My few, again botched attempts at support have yielded no improvement. I suspect that I have needlessly replaced the router and am now paying someone to come and assess the situation since Teksavvy is not interested in functional product or customer service.

Additionally, the 3 weeks of service interruption that I was charged for and assured that I would be refunded on a subsequent phone call on December 20th, was again missing from my invoice that I received tonight. So I once again spent 30 minutes arguing over a refund for services that were never provided.

TR

TSILiz
Premium
join:2012-08-20
kudos:6

1 edit

Response

When we investigate we try to do so in the direct forum or via help.teksavvy.com so account information is not released publicly. This is for your privacy that we do it this way. Please let us know how you would like to proceed!

Liz

TSI Andre
Got TekSavvy?
Premium,VIP
join:2008-06-03
Chatham, ON
kudos:25

Investigating

Hi there,

Elizabeth has provided me a timeline and I am now investigating the account further.

I will get back to you shortly.

Thanks,

Andre

TSI Andre
Got TekSavvy?
Premium,VIP
join:2008-06-03
Chatham, ON
kudos:25

Info

Hi Rainetara,

I will be providing you with my response in the Direct Forum.

Thanks,

Andre

Review by ddduser See Profile

  • Location: Ottawa,ON
  • Cost: $38 per month
Good "acceptable cap limit"
Bad "connection reliability and support"
Overall "avoid"
Pre Sales information:
Install Co-ordination:
Connection Reliability:
Tech Support:
Services:
Value for money:
(ratings below consensus)

CABLE 6 Mb package with 300 gb limit
Very bad connection reliability. Connection is stalling every few minutes
Tech support is painful. Waiting time are atrocious. They call you back after more than 24 hr when you are obviously away.
The troubleshooting is a very long and complicated process that requires considerable work and knowledge on client side.
When you get a hold of a tech representative they are indeed patient and respectful but this does not help me with my problem.
The speed is constantly less than half of what we are paying.
We were previously DSL clients of Teksavvy and the quality of service was even worse than for cable

member for 9.1 years, 0 visits, last login: 1.1 years ago
updated 1.1 years ago

Comments:

Old Martin
Premium
join:2006-02-23
kudos:33

Your Review

Hello,

Thanks for taking the time to post your review. We understand that not everyone one is knowledgeable on how the internet works & how issues may not always be obvious on resolving. There are definitely many things to be verified when troubleshooting an issue.

That said, if you could possibly get in touch with us via the »TekSavvy Direct forum, I would like to see what has been done by our techs & see if we can help you out get to the bottom of your issue.

Best Regards,
Martin
--
TSI Martin (Escalations / E-Services) - TekSavvy Solutions Inc.
Authorized TSI employee ( »»TekSavvy FAQ »Official support in the forum )
Follow us on Twitter : @TekSavvyCSR ; @TekSavvyNetwork

Leathal
Premium
join:2002-02-09
canada
kudos:2

Re: Your Review

This client makes two very good points that Teksavvy needs to work on if they want to stay in business.

1. Tech support is painful. Waiting time are atrocious. They call you back after more than 24 hr when you are obviously away.
2. The troubleshooting is a very long and complicated process that requires considerable work and knowledge on client side.

The MSP that I work for has been around for 25 years, and has never left clients waiting for their call back for more than 2 hours. And I have pointed out the 2nd issue before in the forums if you are providing the service you sure as hell better be doing MOST of the leg work trouble shooting issues your clients have because MOST not all will have a hard time turning on their computers, getting their email or surfing the web, to expect them to do all the trouble shooting will upset up enough that they'll leave Teksavvy. I am Senior L2 Tech at the MSP I work at, so I simply refuse to do your homework for you as I am the paying the customer, paying you for the service that I expect to work, and I expect to be respected just like all your other clients do.

Regards,
Andrew

Pat

@pppoe.ca

Unstable Teksavvy

I currently have teksavvy and I have lost the connection more than I can remember. Since I have cable internet and know that TS is on Rogers lines I thought that I would call Rogers to see if it was just TS that was down. And it was the only one that was down. Long story short I may be wrong with by saying that it's Rogers fault but either way teksavvy has been terrible with service and time spent waiting and working with the techs is simply not worth it. Currently shopping for a new, more reliable ISP.

TSI ShawnS
Premium
join:2012-11-22
Chatham, ON
kudos:6

Re: Unstable Teksavvy

Hello Pat,

Thank you for your message.
We can certainly get to the bottom of your connections issues and see where the issue lies. Troubleshooting will be required.

Please post a message in the »TekSavvy Direct Forum. We can have a look at your account assist you further with the issues that you are experiencing.

Thank you
TSI Shawn S
--
TSI ShawnS (E-Services) - TekSavvy Solutions Inc.
Authorized TSI employee (»»TekSavvy FAQ »Official support in the forum )
Follow us on Twitter : @TekSavvyCSR ; @TekSavvyNetwork

Review by GFong See Profile

  • Location: undisclosed location
  • Cost: $45 per month
Good "Nothing: Rogers offered me the same price as TekSavvy when I switched"
Bad "Customer service, promised updates, insulting compensation, paying for service they didn't provide"
Overall "AVOID! 21 days without service, was offered to be compensated for only 18 of those days. Promised many things, lied about all."
Pre Sales information:
Install Co-ordination:
Connection Reliability:
Tech Support:
Services:
Value for money:
(ratings well below consensus)

I was 21 days without internet service from TekSavvy! When the service was back up, they only offered to compensate me for 18 out of those 21 days without reason....I was insulted! When I asked why I need to pay for days that service was not provided all they said was "18 days was all that was approved for". You would think that after THREE WEEKS without service, they would offered me a few months free for my hassle, but instead they insult me by only compensating me for 18 of the 21 days I didn't have service, making me pay for something I wasn't given... it's like STEALING!

For the 21 days I didn't have service, I've been made many promises (free extra month on top of outage days, 48 hour turnarounds to call me back)... none of which were kept. I understand that they use Rogers' infrastructure to provide service, but false promises for compensation, no call backs, no status updates, and an insulting offer at the end: 18 days CREDIT for 21 days of no service (credit would only be offered if I STAYED with TekSavvy...and I still needed to pay for 3 days for service I wasn't provided).

I've documented the past 21 days and have been on the phone with TekSavvy for ~20 hours. I have a CID number and phone logs as proof. My telephone line is VOIP and I've told them this, but they still insist on calling me there for some reason (I would think they would document if someone had VOIP and not call them there if their internet was down).

I will spell out the 21 day nightmare here (I have names and phone extensions of tech support and supervisor names, but I will leave them out... for now)

Day 1 wake up in the morning without service - September 25 (yes, the issue was only resolved yesterday... it was resolved by LEAVING TEKSAVVY!) - Called TekSavvy (30 min wait), was told a 48 hour turnaround to fix the issue

Day 3 - 48 hours later I receive TekSavvy phone call - issue resolved. When I get home, internet doesn't work. Call Tech Support (35 min wait), Tech Support says "I don't know why someone called you when clearly the problem hasn't been solved yet". They need another 48 hours to deal with the issue. We'll contact you within 48 hours.

Day 5 - by the end of the day, no one has contact me. Call Tech Support (30 min wait). Said they will "escalate the issue".... ESCALATION TAKES 48 hours!!! "We'll contact you for sure with an update in 48 hours"

Day 7 - NO ONE contacts me. Call Tech support (20 min wait) I finally become angry and request for the supervisor. Supervisor says "usually customers with issues over 4-5 days are put on a list so they can be given status updates". WHY HAVEN'T I BEEN ON THE LIST???!!! IT'S BEEN 7 DAYS! (I still don't get updates after this). Supervisor promises the following:

- will be compensated for at least 30 days on top of the outage days (DID NOT HAPPEN)

- A MANAGER will call me (DID NOT HAPPEN)

- A MANAGER will talk to me to compensate me more than 1 month since my case has taken an unusual amount of time to get resolved (DID NOT HAPPEN)

Once again issue has been "escalated".. second escalation.

Day 8 - NO ONE contacts me. Call Tech support. They say "I see the escalation...we'll escalate it again, this time we'll contact you within 24 hours". THIRD ESCALATION!!! WHAT DOES ESCALATION EVEN MEAN TO THEM??!!! I tell the supervisor regarding day 7... she said she can't make any promises and dismisses my concern regarding when the internet will be fixed and says that If I leave TekSavvy now, I won't get compensated for the days I didn't have internet (What?!! I need to pay for something I wasn't provided???), unless I stay with them until they fix the issue.

Day 10 - Another supervisor calls me (not manager as promised) - FIRST call I receive since day 3 (which was a call saying my internet was fixed...which obviously it's not)! He assures me they're still working on it and to give him 2 days and he'll personally call me back (he doesn't call and I never hear from him again)

Day 12 - 48 hour turnaround promised...but no one contacts me.

Day 13 - Teksavvy calls me... 1.5 hours turning my modem on and off

Day 14 - repeat of day 13

Day 18 (Thanksgiving weekend) - Calls me, and I'm busy so they leave a voice mail

Day 19 - receive an e-mail saying "If we do not get a response via e-mail or by phone, by either us contacting you or vice versa. Your ticket issue will be considered resolved." WHAT?!!! They call me once and now they're going to "CONSIDER" my issue RESOLVED! I call them and tell them it hasn't been resolved.

Day 21 - By the end of the night no one contacts me. I call tech support (40 min wait), after 30 mins of troubleshooting, internet works! They say they know I'm looking for compensation for the days I've been out of internet. She comes back and offers me 18 days for 21 days of no service!!! I was absolutely insulted, beside the fact that they didn't even offer me anything more for the 3 week nightmare.. their compensation offer was for me to PAY FOR SERVICE I DIDN'T RECEIEVE!!! So they didn't provide me the service and wanted to charge me for it.

I get a supervisor on the line and after another 20 mins, she only offers me 20 days and belittles me by saying that even if I call in again, tech support will see that I've already been offered 20 days and no one will give me more than that. I do call in again to tech support (25 min wait), and after some time, they give me 21 days of compensation. I tell them that I'm unhappy with their service and the promises that they made and I'll be leaving TekSavvy... and they say "the 21 day compensation is a CREDIT, and will receive it on your next bill, if you leave now, you won't get the credit". So now after 3 weeks of headache, they say they won't give me my money for a service I wasn't provided. After at total of 2 hours on the phone with them... they SAID they'll write me a cheque for 21 days... I left TekSavvy, it's not worth the headache.

Day 22 - Day after cancellation (today). I called TekSavvy-Accounts knowing their tendency to deliver false promises, I wanted to make sure. They said they won't be writing me a refund cheque for 21 days since the system still says it's only a CREDIT if I stay with TekSavvy (but I've already cancelled the service). Why do I need to keep checking up on them to make sure things are done properly??!!!

- 6 promised phone calls that I didn't receive

- Contact by a manager to discuss my situation which did not happen

- A promise to be put on a contact list for "prolonged no service scenarios" like mine, did not happen

- Compensation that was promised that was not delivered

- The nerve to e-mail (during a long weekend) informing me that if I didn't contact them that they would consider my issue resolved (considering all the promised phone calls from them)

- Making me pay for a service they didn't provide and offering an insulting 18 day CREDIT compensation after 21 days of NO SERVICE

- After hours of waiting and talking to "higher ups", they "said" they'll refund me 21 days in the form of a written cheque, however, when I called in to confirm the next day, it's still only a 21 day "credit" if I stay with them... another lie (They promised me a cheque in the mail and I've already cancelled my services, how would I use the credit?)... need to waste more time calling them to do their jobs properly and ensuring they deliver on what they promise.

BEWARE of their false promises and insulting compensations! I bought a modem from them only a year ago, can't use it at Rogers, now it's just a paper weight.

member for 1.3 years, 7 visits, last login: 1.3 years ago
updated 1.3 years ago

Comments:

TSI JonD
Premium
join:2013-07-29
Chatham, ON

Review

Hey there,

Thank you for your feedback! I'd first like to apologize for this situation, I can assure you that this is a rare occurrence that is not taken lightly.

Now since I do not have any account information I cannot confirm that this is indeed the case for your account, but generally speaking we advise a customer 48 hours as that is what Rogers requests from us. Since we are a reseller we are required to give them 48 hours to process the information we've sent to them in regards to the repair.

If they respond to us saying the issue is resolved we will let you know that the issue has been resolved. Unfortunately since we rely on them to complete the repair we cannot definitively determine if the issue has indeed been resolved without speaking with you. This is why we'd report the issue resolved when indeed it is not.

In regards to the credit, I'm not sure why my colleagues would only offer 18 days of credit for something that took 21 days to resolve. Would it be possible for you to post in the DSLR TekSavvy Direct forum with your previous account info so I can look in to what happened here so I could provide you with a better, more detailed explanation.

Unfortunately without account info I can only provide a very limited explanation and information.

Regards,
Jon
GFong

join:2013-10-15
Reviews:
·TekSavvy Cable

1 edit

Re: Review

For you to "confirm this is indeed the case":

I understand the 48 hour turnaround since you are a reseller. I was surprised when tech support said "I don't know why someone called you when clearly the problem hasn't been solved yet" and all the times that someone was supposed to call me regarding my internet status but didn't. The supervisors apologized but it continued to happen afterwards.

I'm not sure why they offered me 18 days either, that's something you can look into.

TSI Ashleigh
Premium
join:2013-02-24
Chatham, ON
kudos:8

1 edit
Hello GFong,

Thank you for the account information. I have reviewed your account and I see the credit for 21 days was added to your account. It will be sent out by cheque for you, you will receive that shortly and cheques are sent out on Fridays. In regards to not receiving credit if we are not given the opportunity to troubleshoot and fix the issue; you were absolutely informed correctly. In the terms and conditions that you agree to three times when we are setting up your account you are informed of this. We also email you a copy of the terms and conditions when you first sign up for service with us so you can review them. Without agreement to these terms your account would not have been set up.

In regards to not receiving follow up on your account when requested. I see your account was with our case management team and they attempted to contact you almost every day from October 7th until October 14th, 2013. Every note left on your account says they reached your voice-mail, these notes also indicate the case management team left messages for you to call back as they were unable to reach you directly. When they were unable to reach you after a week of trying to contact you, they sent you an email stating they were no longer following your account; as they were unable to contact you after multiple attempts. Our case management team is the team you were told you were going to be contacted by and they would be following your account. They did have your account and they were following for a resolution.

I do apologize you are upset with this situation and we certainly do regret to lose you as a customer however when reviewing your account it looks like everything you were looking for was addressed and completed on your account.

Anymore questions please let us know through the Direct Forum »TekSavvy Direct. We are always happy to assist.

Thank you
TSI-Ashleigh
--
TSI Ashleigh - E-Services.
Authorized TekSavvy Employee
GFong

join:2013-10-15
Reviews:
·TekSavvy Cable

Re: Review

To clarify your above mentioned credit situation. I was given a 21 day credit after 3 hours of arguing with 3 different people and calling twice (waiting in the queue again) to speak to another representative after the 1st and 2nd one would not give me my 21 days of credit. You can be honest on this forum.... check the account, I was originally offered 18 days, and then 20 days and then finally 21 days with some more arguing.

Also, as written in my original note, I use VOIP which I informed the tech support staff MULTIPLE times, and as you know if I don't have internet, you can't reach me at my house line... OF COURSE it will goto my voicemail. And as you also said you only tried to reach me October 7th which was already my 13th day without service.

I didn't expect this type of customer service from TekSavvy, I spoke highly of TekSavvy until this incident.
fefrie

join:2012-08-17
Vancouver, BC
Reviews:
·TekSavvy Cable
·TELUS
·FreePhoneLine
·voip.ms

Re: Review

said by GFong:

I use VOIP which I informed the tech support staff MULTIPLE times, and as you know if I don't have internet, you can't reach me at my house line... OF COURSE it will goto my voicemail.

You really have to understand the limitations of VOIP and as such have alternatives. ie FORWARD OR RING GROUP YOUR CALLS TO A CELL PHONE OR SOMEWHERE ELSE.

If your voip was unreliable, you should have given them an alternative phone number.

Sorry about your service being disrupted though. I do know that hardware will fail and it can be aggravating to diagnose what is going wrong with your system.

In an ideal situation, it's best to have backup hardware, but that is a lot of wasted money sitting around doing nothing.

1 day of service I would have gone crazy, so I feel for you.

How long had you had service for with teksavvy? Are you in a 'new' territory?
GFong

join:2013-10-15
Reviews:
·TekSavvy Cable

Re: Review

I understand the limitations of VOIP. It wasn't my VOIP that was unreliable, but I can't use it if there's no internet connection. TekSavvy does has my cell phone number but decided not to call it.

I was with TekSavvy for 1 year and 3 months, I heard good things about them so I switched over from Rogers but now I've switched back.
Expand your moderator at work
fefrie

join:2012-08-17
Vancouver, BC
Reviews:
·TekSavvy Cable
·TELUS
·FreePhoneLine
·voip.ms

Re: Review

That's too bad. It's my experience that once something gets fixed in a catastrophic situation like this, almost nothing ever bad happens again. After that point it's time to reap the rewards.

I don't know what your region charges, but for my $30, I get twice the cap size for half the cost compared to shaw, and I get double the speed for half the cost of what Telus charges.

So from my viewpoint, I expect horrible customer service, and I'll take it gladly if I get a reduction in internet service costs.

Disregarding the service interruption of which 21 days is just too long, you did prove though that calling in isn't necessarily the best thing to do. If I ever have a problem like this. I"m going to the direct forum to get my issues solved. Call service is spotty depending on the person trained on the other end. The forum while slow, documents everything.

Review by pldube See Profile

  • Location: Quebec,QC
  • Cost: $135 per month
  • Install: about 14 days
Good "illimité!"
Bad "rien trouver encore de mauvais chez TSI"
Pre Sales information:
Install Co-ordination:
Connection Reliability:
Tech Support:
Services:
Value for money:
(ratings match consensus)

My Other Reviews

·Bell Fibe
Après 12 ans chez Vidéotron, j'ai fais le meilleure changement possible ! 30 Mbits illimité! 3x plus rapide et 6$ moins cher que le 8 Mbits illimité du Vidéotron Affaire.

Update 2013: Augmentation de 20$ quand les autres ont seulement 3$ d'augmentation pour le même forfait (vitesse et limite)

member for 3.7 years, 479 visits, last login: 4 days ago
updated 1.4 years ago

Comments:

TSI Andre
Got TekSavvy?
Premium,VIP
join:2008-06-03
Chatham, ON
kudos:25

Merci

Bonjour,

Merci pour le mise à jour sur votre revue. Pouvez-vous s'il vous plaît préciser si vous dites votre taux a augmenté de 20 $ avec nous ou si Vidéotron l'on fait?

Merci,

Andre
pldube

join:2011-06-11
canada

Re: Merci

c'était lors de la hausse salé du mois de mai ... depuis je suis avec Bell avec un 175Mbits pour le même prix et illimité






Review by kimks3 See Profile

  • Location: Richmond Hill,ON
  • Cost: $39 per month
Good "Pre-sales info is decent, depending on the rep you speak with"
Bad "Anything and everything is Rogers' fault."
Overall "My 25/2 mbps plan has been 0/0 mbps for the past week"
Pre Sales information:
Install Co-ordination:
Connection Reliability:
Tech Support:
Services:
Value for money:
(ratings well below consensus)

Warning: Incoming wall of text:

I've lurked on DSLR for the past several months in search of an ISP to replace Bell, who are still offering a paltry 6Mbit connection in my neighborhood, with caps that are nothing short of pathetic. Since I don't have a landline, cable is what I chose to go with, and Teksavvy's favorable reviews made me sign up with them some 2+ weeks ago.

My install date was set for today, December 1st, and I contacted Bell to terminate my DSL connection on this date, but only after checking and re-checking with Teksavvy to ensure that: (a) the connection will be ready for use upon completion of installation, and (b) the technician would be able to install a new coax jack in the house, as the only one we have is hooked up to a satellite dish. Both the TV provider and TSI reps recommended that a splitter/joiner not be used.

(By the way, I did not have to give Bell 30 day notice as there is an upcoming price increase and I was able to cancel the service on a date of my choosing, per their terms of service, since I did not agree with their changes)

Anyway, the Rogers tech arrived at 2:30pm, only calling me once he was right outside my house. No big deal; he entered and after taking one look at where I had planned to connect the modem, he told me that it wouldn't be possible because there was only one coax jack, and he did not have to (read: did not want to) do any drilling/fishing of wires, saying it was "not on the work order".

He claims that since I was not a Rogers customer and with a reseller, I would have to pay $125(!!) if I wanted him to install a new jack in the wall. Not only was he extremely rude, but he also had the audacity to tell me I would be better off using Bell, saying that the best he could do is connect the modem in my basement. I obviously declined as all my other devices requiring hardwire Ethernet connections are on the ground and upper floors.

He left after all of five minutes, but did say he would be in the area and told me to call if I worked something out with Teksavvy or I chose to pay the $125.

I first called my television provider, who said that they would send out a tech first thing tomorrow (Dec 2nd) to install a separate jack for their dish at no charge (excellent support considering this provider is "Bhell"). They said I was free to have Teksavvy rewire my current jack with their network, which shouldn't be hard since I had Rogers cable TV up until just 2 months ago, and all the wiring is still in my basement.

I called the technician and he said he would revisit to hook up the current jack for use with TSI. He mentioned something about checking his work order, then hung up as I asked what time he will arrive by. That was the last I heard from this technician and he never did return. All calls since have gone to voicemail.

I contacted Teksavvy, and was told that the technician should have installed a new connector, and the fact that they did not was "unfortunate". Rogers support of course wasn't willing to help since I was not their customer.

Teksavvy tells me that they are not permitted to contact the technician or even speak to anyone at dispatch. I was offered a new install date on the 4th which was the earliest day possible. Every time I had a problem with Bell, they would send someone out the next day, even on Sundays.

The fact that I will have no internet for 4 days was, again, "unfortunate". I spoke with a supervisor who offered me a whole ten dollars for the inconvenience. Refund on the $65 installation fee? Sorry, not available. TSI was kind enough to let me know that the second technician will be sent at no charge. Wonderful.

I can't wait to get my cellular bill after 4 days of tethering by a household of 5, not to mention I will have to take a day off to sit around at home for another tech on the 4th, who might maybe sorta do the job this time, if they feel like it. If they don't, I guess I'll be in the dark for another few days and get ten bucks off my bill to make up for it.

Since I don't trust Teksavvy telling me that the new technician (who may very well be the same guy from today) will install the jack and run a new wire, I will have "Bhell" come tomorrow to run a new line for their dish. Bell might be expensive, but their support is top notch and I can often get most problems taken care of in 15 minutes using their live chat. Teksavvy's hold times are usually longer than this, and telephone is the only method of real time support.

While it may have been the Rogers technician that caused this problem, I was still disappointed by the complete lack of communication and control Teksavvy had (can't even talk with the person installing your services for your customer?!), and the laughable "compensation" offered for what is a major waste of time and money for me.

I paid Teksavvy for Teksavvy Internet; to me, the "middleman" Rogers is more or less irrelevant. If they cause problems, it still = a poor experience with TSI.

I almost never write reviews, but my tethered connection is so slow, I don't have much else to do but try to share my experience...

The current ratings reflect the service (or lack thereof) I received as of Dec 1. I will change them to reflect any updates, and will hopefully improve. I was so excited to finally get a connection that isn't slower than what most third world countries have...

---

TL;DR: Technician didn't do what they were supposed to, waited whole day to find out install will have to be redone 4 days later. 4 days of no internet. Given 10 bucks for "unfortunate" situation. Rogers is evil, everything is their fault.

************

Dec 2 Update: Bell came by and installed a new direct coax line to the satellite dish in 10 minutes. The existing jack is *finally* ready to be used with TSI.

Install date however has been pushed back another day because I called to inquire about checking any earlier timeframes, even early mornings/late evenings--this meant I had to "forefeit" the Dec 4th date, and as luck would have it, the new date is now Dec 5th between 8 to 11. The joys of booking dates & times indirectly...

*******************

Sept 2013 update: The sheer number of long widespread downtime and poor service make it impossible for me to leave even a marginal rating.

After 2 days of downtime, I called earlier this morning, waited no less than 49 minutes before talking to a human, to be told they can credit me around a dollar per day, starting today, because that's when I called to report that the service wasn't working.

member for 2.2 years, 32 visits, last login: 1.3 years ago
updated 1.4 years ago

Comments:

sad eh

@videotron.ca

No refund again.

So after all that, did you get your refund? Or did teksavvy say too bad for you once again? Not giving people proper service or giving people their money back is a very obvious trend and game that we have been seeing for a good year.

Have you considered doing a charge-back with your credit card company to get your money back? Or filing a complaint with the CCTS?

You might want to consider both these avenues to get your money back, and don't settle for anything less than a full refund. How much time & money have you wasted so far on this and getting nothing but a big mobile bill?

No service and no refund is a trend with this company if you take the time to review it.
kimks3

join:2012-12-01
Richmond Hill, ON
Reviews:
·TekSavvy Cable

Re: No refund again.

Thanks for taking the time to reply. I have not looked into reversing my payment or otherwise cancelling service (yet), because I still need internet, and setting up with Start/distributel/etc would take even longer. I invested too much time and money into TSI to ditch them now, and I am sure they are happy to hear that...

If I am unhappy with the connection, or if there are any further problems, I am ready to jump ship even if it means I have to eat the $100+ I paid already.

sad eh

@videotron.ca

Re: No refund again.

I can see how you just want it to work and just not bother with the hassles. But no one will do anything about it and this situation unless you do go through the hassle, sad to say.

But, in reference to your other post down below, +1 to you for standing your ground kimks3.

You can see how these situations end up by checking this, »Teksavvy sucks

and this »No Show Techs. Share your Experience

Personally, i'm not one to nickel and dime some company for compensation. But we have all had this happen to us time and time again. No end in sight. And the industry (ie Teksavvy) just doesn't care enough about you to bother bringing the issues to the CRTC, yet the owner will go ape sh*t to make sure they get your money and not refund it, as seen in the first link provided.

Something doesn't smell right in stinkville. And yes, they have a mechanism for charge-backs already in place but a few years ago they stated the cost to them in man-power outweighed them doing charge-backs. Both Teksavvy (Rocky when he was CEO) and Acanac stated this. But The current CEO, Marc, seems to state now that this isn't so. But I don't believe it. It's up to them to get it back. You already lost a day of work and will now lose another day of work. But don't dare ask for a refund.. OMG... those are fighting words to teksavvy and they will blacklist you (as seen in the first link provided).

That is what's sad about all this.

So +1 to you, but I say make it a hassle. Maybe after enough people b*tch and moan and demand their money back will the industry (ie teksavvy) do something about it. Right now they are not and just trying to simply refuse refunds. It really isn't right.

BTW, feel free to add your experience to the topic we have going (2nd link).

TSILiz
Premium
join:2012-08-20
kudos:6

Response.

Hi There,

I'm sorry to hear about this. I can definitely understand your perspective in the matter and why you're frustrated. The fact that you have satallite TV should have been known, as it does make a difference in installation requirements. I have already sent this information off to our Quality Assurance department to ensure everyone is informed of this. There are many benefits to being with a third party provider like us, bigger bandwidth, lower price, no contract, no cancellation fees, no throttling, etc. However, because we do not own the infrastructure that the installations need to be performed on, our install times are not as convenient as the owner of the infrastructure. There is little we can do about this. It is not that we are trying to inconvenience you further, this is just the soonest we could have done this.

Our communication with Rogers is not ideal, and we do not have contact with the technicians that perform the installs. We do not try and blame Rogers as you are completely correct: if they cause problems= still a poor experience with us. We just try to be completely transparent in the matter to try and give you an exact idea of what is going on. I apologize if you feel the credit is laughable, however, something that needs to be understood is that we charged a very large portion of what we charge you for the monthly service. That $65 is charged by Rogers to us in full for the activation, which is why we were unable to engulf it. We cannot credit like the incumbents as we do not charge the extra amounts to give larger credits. Again, I'm not trying to provide an excuse but transparency for you to understand why certain actions were taken. I hope this situation resolves for you, and I'd love to have a look into your account. So please feel free to message us in the direct forum in order to have a look over your account to ensure all the proper steps were taken.
--
TSI Elizabeth (Social Media & E-Services) - TekSavvy Solutions Inc.
Authorized TSI employee ( »TekSavvy FAQ »Official support in the forum )

"Not all those who wander are lost."
kimks3

join:2012-12-01
Richmond Hill, ON
Reviews:
·TekSavvy Cable

Re: Response.

I appreciate the somewhat generic reply, but TSI need not "own" the infrastructure or technicians to ensure that its customer doesn't have to wait around for days for an installation which should have taken no more than an hour.

I don't care whether the $65 goes directly to Rogers or to Teksavvy's CEO's toaster replacement fund. I paid TSI to install and activate my service; whether or not Rogers is contracted to do this doesn't concern me.
Any sensible person would tell me to demand at least a portion of this be returned, if the technician not only does nothing but come and waste my time, but cause to live without internet access--which the UN deems a basic human right--for days.

Since it is Rogers that messed this up, it boggles my mind why TSI does not seek compensation from them.
If I pay the post office to ship merchandise to a customer, and the postal service messes up and loses the item, it would be ridiculous for me to refuse to refund the buyer "because I used their money for postage and the cost of the merchandise".
I would immediately refund the buyer and seek compensation from the post, just as TSI should from Rogers.

I'm not interested in posting in the direct forum, which just seems like a way to reduce the likelihood of prospective customers from seeing issues like this. You can find my account with the postal code L4E3V8.

TSI Andre
Got TekSavvy?
Premium,VIP
join:2008-06-03
Chatham, ON
kudos:25

Info

Hi kimks3,

I am really sorry to hear about your experience, Phil, our escalations manager and I have been talking about your case and we would like to do a deeper dive with Rogers.

Could you please PM me your account details so I can reach out to Rogers about your situation.

Also, please keep me posted on how the visit goes today.

Once I have more info, I will reach out to you with my findings.

Thanks,

Andre
--
TSI Andre
Director of Service Delivery
Authorized TekSavvy Employee ( »TekSavvy FAQ »Official support in the forum )
Follow me on Twitter!

huakimhoaya

@mnsi.net

Tech support

When you need tech support with Teksavvy is very bad. I made to many call only machine talking and took too long waiting on line. Not like Teksavvy 5 years ago. If the tech support like that how can we solve the problem

Review by kisanis See Profile

  • Location: Waterloo,ON
  • Cost: $70 per month (5 month contract)
  • Install: about 5 days
Good "Great speed and bandwidth once set up"
Bad "Terrible/Nonexistent customer service. Terrible wait times. Borderline bait and switch"
Overall "I seriously didn't believe someone could be as terrible as bell/rogers for customer service. I was wrong"
Pre Sales information:
Install Co-ordination:
Connection Reliability:
Tech Support:
Services:
Value for money:
(ratings below consensus)

I have previously been with rogers, bell, and primus for my internet. I know how the system works, I get the last mile thing. I get they go through bell/rogers for the setup. That said, never again teksavvy. Never.

TLDR; They sold us a modem that became incompatible with our service 1 month after signing up, then refused to do anything about it, leaving us with either buy a new 100$ modem, or drop to 1/3 the speed.

What happened: My girlfriend and I signed up for Cable 18 express in April/May 2013. The cost was 40/month +75$ to buy the modem and 10$ to ship it to us. We were recommended to purchase an RCA DCM425 modem. Rogers came and hooked up. All was well.

Then 5 months later we decided to move apartments.

We called TSI to ask how their process works. Then it all fell apart. wait times on the phone for support were taking 15mins-30mins. Finally my we hung up and called the new customer line, and got through right away. (surprise surprise). We were told that our cable 18 package is no longer offered, and we'd have to upgrade to cable 25, no cost difference, faster speeds, same bandwidth. Seemed ok - lets do that.

But wait, we'd also have to buy a new modem - or else we'd drop to the cable6 package. Pay 100$ for a new modem (plus a 65$ activation again, for moving) or keep our modem but downgrade to 1/3 the speed. We couldn't transfer our existing cable 18 service. They sold us a modem that they essentially made obsolete with our current level of service a month later.

After some research, i learned about DOCSIS 2.0/3.0 and how badly their sales rep screwed us over. TSI cancelled the cable 18 package one month after we signed up for it - replaced it with a DOCSIS 3.0 only cable25 package; but told us when we signed up that we wouldn't need 'the more expensive' modem, and that TSI 'recommends' the DCM425.

Just some background. DOCSIS 3.0 was released on 2006, rogers began switching their network to be DOCSIS 3.0 only in 2011 and teksavvy announced their DOCSIS 3.0 based speed packages in March of 2013, 2 months before we signed up.

"We didn't know" was the answer we got when we asked what the hell was going on. Thats either a lie, or gross incompetence.

"Can we return and swap the modem for a new one then?" I was told yes, but no one gave us a cost. Just that it was possible. I asked how much we will get back, and didn't get an answer. The only firm 'discount' available was a 20$ credit.

So to keep essentially the same service, and to move my internet a 5 minute drive south, the cost would go from 165 to 145.
because 1 month in, the hardware they sold me was obsolete with the level of service we paid for - and they just refused to do anything about it.

We've cancelled. As I said to them on twitter, it appears TSI has just run out of expletives to give.
(They then wanted me to send them my account info via twitter, to look into the situation - a laughably unprofessional, if not moronic move).

No one seemed to give a damn until we hit public forums. No one to pick up the phone, but twitter and these forums get quick replies. They claimed they didn't know about the service changes they announced (in a hidden away Press release) 2 months before our service started. and their salesperson told us to buy a modem, that became essentially useless with their new services within a month of ownership.

member for 1.4 years, 0 visits, last login: 1.4 years ago
updated 1.4 years ago

Comments:

TSI Ashleigh
Premium
join:2013-02-24
Chatham, ON
kudos:8

Review

Hello Kisanis,

Thank you for the review. Sorry to hear you had an issue with your move order. In regards to the modems we can use for which packages this actually was introduced to us from our vendor. We unfortunately don’t have a say in which modems can be used for which speed tiers. Our vendor simply will not provision a docsis 2.0 modem on anything other than the 6 mbps connection anymore. This wouldn’t have been something that was informed to you when you signed up as at that time we were still able to use the Docsis 2.0 modems on higher speed tiers other than the 6 mbps connection. Once all of our areas where upgraded and new packages offered our vendor changed what modems they will provision on their infrastructure. We are aware that the need to purchase a new modem is a hassle and we do offer a discount off of a new modem if needed and you also have the option to purchase your own modem. You don’t have to purchase one from TekSavvy.

In regards to our online team, we are the team that watch all online communications for TekSavvy. Since we watch Twitter we were aware of this issue with your account; as you were speaking to one of my team members regarding this. I apologize you didn’t like our responses and I also apologize you didn’t want to give any account information through Twitter, without any account information we wouldn’t know who you were to help you. To be honest no matter if you call us directly or speak to us online, we will ask for your account information and verify you prior to assisting you. This is for the protection of our account holder’s information. As you go through all the online forums remember you’re speaking to the same ten agents; and yes we respond very quickly as we watch our forums every day.

We also understand there is a wait on the phones and that is why our online team has quite the online presence; we can be reached through Twitter, Facebook, TekSavvy Forum, DSLr Direct, and TekSavvy Chat. We have ensured there are many ways to reach us while as our phone lines are a little busy currently.

I do regret that you have currently cancelled, however in the future if you have any questions please contact us through the Direct Forum »TekSavvy Direct.

Thank you for the review
TSI-Ashleigh

--
TSI Ashleigh - E-Services.
Authorized TekSavvy Employee

Review by martin1235 See Profile

  • Location: undisclosed location
  • Cost: $40 per month
Good " ..."
Bad "Extremely long waiting times for support, Support team makes lost of mistakes."
Overall "DO NOT CHOOSE TEKSAVVY YOUR TIME IS WORTH MORE THAN THE SAVINGS!"
Pre Sales information:
Install Co-ordination:
Connection Reliability:
Tech Support:
Services:
Value for money:
(ratings below consensus)

I decided to switch to teksavvy but was forced to cancel after 1.5 hours on calls with the customer service people due to mistakes they made.
first the open box modem I ordered and paid for was not a available so after missing their call i called back and it took 30 min on hold then 45 minutes to figure out how to add the new order without being charged for both modems.
Then of course the agent messed up and I was billed the full amount for the new modem. called back and after 30 min on hold I decided it was not worth the moderate savings so I opted to cancel my service.

Now without even receiving the modem I am forced to pay $20 for the shipping $10 each way, note i have not received the modem yet and will be refusing the delivery when it arrives so I am pretty sure the return shipping is not charged.

In addition I have to pay a $25 restocking fee. $25?!?!? for what it was never opened are they building a new shelf for it??

TOTAL BS

Trust me your time and frustration is the price you pay to go with Teksavvy

DO NOT MAKE THE SAME MISTAKE AS I DID.

member for 1.4 years, 0 visits, last login: 1.4 years ago
updated 1.4 years ago

Comments:

TSI Jonathan
Premium
join:2011-08-24
canada
kudos:10

Review

Hi Martin123,

I am very sorry to hear about the experience you had with us. I would like to look into your account to see where our mistakes were. We can ensure that they are addressed and coached out to the appropriate agent(s).

I'd also like to look into the fees charged to return the modem. I believe you are accurate, I still would like to confirm but when refusing the package it should not be charged.

Could you please PM me TSI Jonathan See Profile your account information?

Cheers,

TSI Jonathan
--
Online Experience Manager
Authorized TSI employee - Teksavvy Solutions Inc.

Review by camelot See Profile

  • Location: Whitby,ON
  • Cost: $60 per month
  • Install: about 7 days
Good "Used to be."
Bad "Pretty much everything about their process."
Overall "Find someone else."
Pre Sales information:
Install Co-ordination:
Connection Reliability:
Tech Support:
Services:
Value for money:
(ratings below consensus)

My Other Reviews

·Start Communicat..
I was a satisfied customer- up until the last month. Oh how quickly you lose customers.

I had decided that I can no longer rely on a service with multiple daily disconnects, and the subsequent hour-long wait to speak with someone.

I had called on September 9th, to schedule a disconnection day for 30 days out (end of my billing cycle)- for October 10th.

Come September 19th, I have no service. After waiting on hold yet again, the CSR tells me that I've been disconnected... 3 WEEKS EARLY. I asked if it was Rogers or TSI's fault, and they said without a doubt- TSI's fault. They improperly handled the disconnection order to Rogers.

I have no service at all. No phone, and it's awfully embarrassing to use the public library or coffee shop wifi to work.

I called Start, and the earliest they can do a "transfer of service" is October 2nd. Or the other option would be to setup as a NEW customer in 5 days....with a $50 connection charge. Transfers from existing are free. TSI offered to set me up as a new customer too, however they wouldn't be able to do it until mid-October...?????

This was supposed to be a same-day disconnect/reconnect and no additional costs incurred. A minute to swap the modem. Instead, I'm getting boned for the $50 connection fee because I simply cannot wait another 2 weeks for a transfer. No compensation other than waiving the "reconnect" if I sign back up with TSI. Really? So, come back to the same company after more than a month of being offline because of a mistake YOU made??

TSI, get your shit in shape. The boat won't float much longer if you keep making basic mistakes. I was an avid TSI supporter- even after my decision to leave. However this is a rotten way to end things. How hard is it to schedule a disconnect???

I called Start. How nice it is to speak to someone on the 3rd ring.

member for 6.8 years, 1700 visits, last login: a few hours ago
updated 1.4 years ago

Comments:

TSI Jonathan
Premium
join:2011-08-24
canada
kudos:10

Review

Hi Camelot,

I am very sorry to read the end of our business relationship ended on a bad note. I was able to locate your account and yes, it definitely was our fault on this one. The manager of the agent that created this problem has been notified to ensure proper coaching will be performed.

I sincerely apologize for what happened, delays have been impacting us very hard during the busy back to school season which has been hurting wait times. It’s been discussed in in Marc’s blog here -> »blogs.teksavvy.com/?p=2533

Cheers,

TSI Jonathan
--
Online Experience Manager
Authorized TSI employee - Teksavvy Solutions Inc.
camelot

join:2008-04-12
Whitby, ON
Reviews:
·Start Communicat..
·TekSavvy Cable

Re: Review

said by TSI Jonathan:

I sincerely apologize for what happened

Whatever. That's all I've been getting aside from one offer to get me back up and running by mid-October (possibly/maybe) and waiving the connection fee. Gee. What a deal.

I'll be advising other potential customers to steer clear of TSI.

Review by mel_vin See Profile

  • Location: Guelph,ON
  • Cost: $45 per month
Good "rates and not one of the big boys"
Bad "reliability, access to support, long phone time waits for help"
Overall "forced to switch - need reliable internet for my work!"
Pre Sales information:
Install Co-ordination:
Connection Reliability:
Tech Support:
Services:
Value for money:
(ratings match consensus)

I was super excited about getting TekSavvy when we moved. Had heard great things about them from friends a few years ago.

Installation went fine and on install date. got the cable internet.

All good until I arrived home one evening after work and internet was down. A phone call revealed little other than outages nearby but none specifically for my location. Waited on phone to speak with someone but after 20 minutes had to hang up -- spoke with no one, just listened to bad music and occasional 'helpful hints'.

Phoned twice more that evening. Unplugged modem, cable, re-plugged them, nothing.

Next morning tried again -- nothing. Called, long wait, had to hang up.

Went to public internet place to see if service problems in my area - nothing noted.

home again, called again. Waited 35 minutes to finally reach a person.

Ran through diagnostic tests -- they said it was the cable carrier and the cable carrier would be out sometime next week.

I work from home and need reliable internet access, so asked to be transferred to cancellations. too bad. poor customer service wait times coupled with unreliable service -- TekSavvy needs to up their game with the big boys and complain + pull rank with CRTC to level this playing field!

member for 1.4 years, 0 visits, last login: 1.4 years ago
lodged 1.4 years ago

Comments:

TSI Ashleigh
Premium
join:2013-02-24
Chatham, ON
kudos:8

review

Hello Mel-Vin,

Thank you for the review. I apologize for the wait times on the phones. We are aware there are long wait times on our phone lines and have ensured there are many ways to contact us. TekSavvy can be reached through Twitter, Facebook, TekSavvy Forum, DSLr Direct, and TekSavvy Chat. Currently with the wait times the best way to contact us is through our DSLr Direct forum »TekSavvy Direct we watch it every day and answer quite quickly.

I regret to see you have cancelled due to phone wait times, perhaps in the future we will see you back with TekSavvy. If you have any other questions please message us through the Direct Forum »TekSavvy Direct.

Thank you
TSI-Ashleigh
--
TSI Ashleigh - E-Services.
Authorized TekSavvy Employee

Crowbar10

join:2009-06-23
Toronto , ON

Giving TSI The Business

Another person using residential internet for business purposes

jmck
formerly 'shaded'

join:2010-10-02
Ottawa, ON

Re: Giving TSI The Business

you can't actually get business internet at a residential address usually. i suppose you feel the quality of service he received was acceptable even if he didn't work from home regardless of who is to blame?

Crowbar10

join:2009-06-23
Toronto , ON

1 edit

Re: Giving TSI The Business

said by jmck:

you can't actually get business internet at a residential address usually. i suppose you feel the quality of service he received was acceptable even if he didn't work from home regardless of who is to blame?

He is never the less using residential internet for business purposes . And No i don't feel the quality was acceptable regardless .....