illusion
join:2008-02-11
Scarborough, ON
| TekSavvy's Inability to Setup Home Phone Service
I've signed up for home phone service on April 22nd, asking whether they're able to setup the demarcation point, got confirmation that it can be done. But today's May 6th, and the demarcation point is STILL not there.
The first appointment for the technician to come was on Apr 29th, no one showed up, I called TekSavvy, it was CONFIRMED that someone would come before 6PM, the person never came. I called the next day, and the system shows that the job was "done", yet still no demarcation point. So I had to make a second appointment for the May 5th. AGAIN no one showed up, and their system shows that the job was done again. So now I'm making my 3rd appointment for the 8th. I don't know how difficult it is for TekSavvy to persuade Bell to send someone, but the customer (ME) can't keep taking days off from work just to wait for a technician who NEVER shows up.
Is there some higher power here who can shed some light on why it's so immensely difficult to just setup a phone line? |
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kbray
join:2005-01-08
Etobicoke, ON | Teksavvy resells BELL Canada Phone, so it would be BELL or a Bell contractor who would be coming out to set this stuff up.
Teksavvy should be able to get this to the higher ups at Bell as they do for DSL. |
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illusion
join:2008-02-11
Scarborough, ON | Understood. But I think TekSavvy should be going to the higher ups at Bell after the first appointment was missed. I shouldn't find myself making a third appointment and still not feeling assured that someone will actually show up this time. |
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theninjasqua
join:2007-09-26
Oakville, ON | Do you live in an apartment or something?
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-theninjasquad |
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illusion
join:2008-02-11
Scarborough, ON | Nope, a semi that doesn't have a demarcation point yet (new development). |
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mlerner
Premium
join:2000-11-25
Nepean, ON | reply to illusion
If you don't have a demarc, the reason for the delay is probably the lazy techs. |
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illusion
join:2008-02-11
Scarborough, ON | I have no doubt that the techs are lazy and irresponsible. But I'm somewhat disappointed that TekSavvy is unable to do anything other than continuously booking appointments. |
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mlerner
Premium
join:2000-11-25
Nepean, ON
 ·TekSavvy Solutions..
·Bell Sympatico
| said by illusion  :I have no doubt that the techs are lazy and irresponsible. But I'm somewhat disappointed that TekSavvy is unable to do anything other than continuously booking appointments. Pretty much the same as calling Bell directly, except you don't have to wait in a queue and the reps actually know something. |
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dbsanfte
join:2005-03-15
Montreal, QC | The guy is pissed, and has a right to be. If this is the kind of service to expect from Bell, I personally wouldn't soil my company's good name reselling it. |
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Sukunai
@bell.ca
| reply to illusion
All things considered, the thread title is a bit slanted in the wrong direction me thinks.
Teksavvy will likely be getting me as a phone customer shortly.
Now if BELL is the reason for the trouble, it's a bit unfair to imply it is Teksavvy that is responsible.
A more accurate title might have been TekSavvy's Inability to Setup Home Phone Service due to the usual worthless shitty service from Bell. I realise that won't fit.
I would suggest shortening it to "the usual worthless shitty service from Bell"
"I don't know how difficult it is for TekSavvy to persuade Bell to send someone" Actually, you apparently do 
Bell's losing long time customers for a lot more than just throttled torrents. |
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not slanted
@videotron.ca
| said by Sukunai :
All things considered, the thread title is a bit slanted in the wrong direction me thinks.
Now if BELL is the reason for the trouble, it's a bit unfair to imply it is Teksavvy that is responsible.
Although it may ultimately be the fault of Bell, Teksavvy is the one selling the service to the customer and the customer is the one dealing directly with teksavvy.
The customer has NO dealings with Bell.
Whats involved and what hoops teksavvy has to jump through with Bell is of no concern to a paying customer buying Teksavvy services.
So is the topic slanted? I think not. |
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illusion
join:2008-02-11
Scarborough, ON
| Finally, someone who is able to view the problem in the customer's perspective rather than in a technical perspective. My point exactly. I'm paying TekSavvy for the service, and ultimately I expect the service to be provided. I do sympathize that they're dealing with Bell. But in the customer's perspective, if Bell drops the ball, it's TekSavvy's responsibility to the customer, to make sure that the ball don't keep on dropping. |
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bryanviper
join:2002-10-12
Toronto, CAN
·TekSavvy Solutions..
·Nothing But Net
|  reply to illusion
Thats weird,
Did you confirm the address of the install? maybe even get them to put in major intersection in the notes just to make sure they are not going to the wrong address that may have a similar name?
I'm Pretty sure this is just the result of a lazy tech from Bell but one thing you may want to try (if its an option) is have them come install it in the morning that way they kinda have to come do it, because if you have it set for the afternoon a tech might say oh this job took longer then i thought and I had no time to install the demarc for the customer or some other lame excuse. Of course this is just a suggestion as its likely they have a time frame (from 8am - 6pm) that the tech could come by.
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Computer: Intel Quad Core, 2gb OCZ DDr2, EvGA 8800GTS 512mb, 2x Plextor Burners, Corsair 620psu, Antec 900Case, 5mb DSL from teksavvy
»www.MaximumRepair.ca |
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illusion
join:2008-02-11
Scarborough, ON
| Actually, for my second appointment, the tech WAS suppose to come between 9-12 in the morning, but of course, he/she never showed up. And regarding the address, I've double confirmed that it's the right address. And there's no other street with the same name. Funny thing is that the TekSavvy CSR was able to give me a time range (9-12) for my second appointment, but wasn't able to provide me a time range for the third appointment. (And I'm dealing with the same person in both cases....) |
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jfmezei
Premium
join:2007-01-03
Beaconsfield, QC
·TekSavvy Solutions..
| reply to illusion
It is correct to state that when company X (teksavvy in this case) sells a product, then company X is responsible for that service, even if it is subcontracted to some other firm.
When company A subcontracts customer support to company B in India, when a customer is unhappy, his bitch is with company A with whom he has a relationship.
In this particular case, Teksavvy's phone service is brand new and it may take them some time to get the experience on how to deal with Bell and what sort of problems to expect. You may be their first case of a "new" install and they just expected Bell to process the paperwork without problem. Now, they should know better. |
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dbsanfte
join:2005-03-15
Montreal, QC | reply to illusion
If the CRTC is serious about competition for Bell, the only way to do this properly is to have the technicians blind as to who is a Bell customer and who is that of a reseller. Because this is stupidly ridiculous. |
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thishastostop
@bell.ca
| reply to illusion
stop messing around
email
kevin krull
cbc.ca
m giest
crtc
globeandmail.com
canoe.ca
ctvnews.ca
etc
enough with bell fukking around
its getting worse and until we drag bell down in the media nothing is going to change |
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Guy Incognito
@rogers.com
| reply to illusion
I had the same problem, it really depends on the Bell tech person who comes. We had our phone scheduled to be installed on the 1st and it was setup today when we finally got a Bell tech who wasn't an idiot. 5 days of heck, then it only took 20 minutes with someone who knows what they are doing. |
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Jean_22
join:2005-08-27
Quebec, QC
 ·Videotron
| said by Guy Incognito :
I had the same problem, it really depends on the Bell tech person who comes. We had our phone scheduled to be installed on the 1st and it was setup today when we finally got a Bell tech who wasn't an idiot. 5 days of heck, then it only took 20 minutes with someone who knows what they are doing.
Something similar happened to me few years ago for videotron's internet. The Internet would cut off randomly some days. They sent like 10 techs before one found the problem. The first 9 were videotron's tech which only changed the modem (they happened to come on days that it was working). Finally, a HS Telecom guy came and he found in 30 minutes that the problem was squirells eating the cable (lol) and fixed it.
Just for information, does it cost something to get the demarc installed? |
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Sukunai
@bell.ca
| reply to Guy Incognito
On the subject of technicians.
Actually, I had a technical matter back when I first moved to my current location.
I went through 3 technicians that clearly had shit for brains. They couldn't find the problem at all.
Finally encountered a technician that actually knew his stuff.
The guy aced the difficulties, and I watched him working. You can tell when a man actually knows what he is doing. For starters, he did everything totally different from the others.
I think if the tech was unaware of your status of who sold you your service wouldn't really make an impact on whether he really knew what he was doing or not.
It's just a pity you can't ask for a technician by name from the pool of men that work an area that obviously get tapped by the operations servicing an area.
Because it would be nice knowing the guy actually knew something. |
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