netpro
join:2008-07-05
North York, ON
|  reply to netpro
Re: Am I the bad luck one in teksavvy? - Ridiculous XXX !
Absolutely stupid customer service!
Since nobody calls me again(Not surpise here given the past 1 month experience), I called in to follow-up and only to find out the customer service put the city wrong again and caused the 4th reject. Technically "north york" and "toronto" mean the same, but Rogers won't do anything unless the address is EXACT the same as what is on my account.
The only thing they can do is to push back to another 10 days!!!!
That's it. I cannot risk Rogers disconnecting my phone before that. I am cancelling my order. It's ridiculous service. |
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netpro
join:2008-07-05
North York, ON | I have never seen such stupid customer service before!
Technical support is good and important, but it's useless when you cannot provide any service to the customer, isn't?! |
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Guspaz
Guspaz
Premium,MVM
join:2001-11-05
Montreal, QC | That's odd, TekSavvy is normally known for their excellent tech support. You might want to get in touch with Rocky (owner) and ask him to look into what's going on with your account. |
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JimmyArms
join:2008-01-09
Sault Ste Marie, ON
 ·TekSavvy Solutions..
| I think perhaps, and this is just a guess, that maybe teksavvy's support has been overwhelmed the last few months.
The biggest complaint I've read is that while tech support is quick to answer, easily understandable, friend, and even cheerful the answer many people are getting is that "we'll submit a ticket".
That's basically it. Then you are stuck waiting anywhere from a couple of days(best case scenario) to god knows when.
I've yet to be called back when told I would or asked to be.
It gets really frustrating.
I'm still waiting for the credit I was promised at the beginning of May. I'll wait until my July 20th bill and if it's not on there I'll probably just forget about it. The $5 or what ever it is going to be just isn't worth the aggravation anymore.  |
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netpro
join:2008-07-05
North York, ON
1 edit | reply to Guspaz
No argument there. As I last post, I was NEVER complaining about the technical support. The technical support people are good, but the non-tech CUSTOMER SERVICE personnel who handle my order are absolutely idiots. Sorry to be rude, but no other words to describe them better after one month frustration! |
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netpro
join:2008-07-05
North York, ON
1 edit |  finally had to cancel everything with Teksavvy.
It's really unfortunate that I really like their products and the people in the technical support area there.It's the customer service really screwed up big this time.
I opened the transfer with Bell today. At least I can see a big difference at the customer service because they are very careful and being through. Without me having to say extra things, they are very organized and cover every detail on the order. From this perspective, you have to give Bell credit on staff training. Rocky should give his customer service personnel more training in this area for sure. |
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TSI Marc
Premium,VIP
join:2006-06-23
Chatham, ON
1 edit | netpro,
I believe you spoke with Rocky yesterday. I understand you've already moved on, that's only fair. To clear things up a bit with regards to this thread; it was definitely not for lack of training. Your order was processed by two skilled staff from what I gathered from my discussion with Rocky (who's on the road right now, or else he'd be writing this). After discussing this for the past week we've come to understand that it's been a case of not paying enough attention to detail of the daily minute to minute activities in part due to Rocky and I having our attention in a few different directions.
Specifically, I have to defend our CSRs, they are definitely not "idiots". If anything it was that they were overwhelmed from our lack of paying attention. The blame is squarely on Rocky and I and we have heard you loud and clear. We do appreciate your honest feedback.
It should be noted that transfers from other providers, non-bell, such as Rogers are generally more involved. example; we talk to Bell, Bell talks to Rogers, Rogers responds to Bell, Bell responds to us. They are all supposed to respond with x amount of time but we've been finding that that isn't always happening.
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TSI Marc - TekSavvy Solutions Inc. |
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jfmezei
Premium
join:2007-01-03
Beaconsfield, QC
·ELECTRONICBOX
| Aren't these types of glitches sort of expected as a company starts to offer a fairly complex service ? (voice phone)
Seems to me that it in only through experience that they will learn about how to handle more complex cases, and unfortunatly, that will be at the cost of customers like netpro. |
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netpro
join:2008-07-05
North York, ON
| reply to TSI Marc
Hi Marc, I understand you as manager is trying to protect your people, I would do exactly the same if I were you. However, only deal with the facts, mistakes are mistakes. And I believe you missed my point. I never complained about the turnaround due to the fact that 3 vendors involved. That's why I planned so far ahead(more than 1 month). During this period, Bell/Rogers did give you rejects within every 10 days or so due to your mistakes. I can't really blame them even though they aren't really helping here, but at least play by the book without mistakes on their side.
the bottom line is everyone should learn from their mistakes and grow out of it. You guys have such great products and technical expertise, I really wish you go far far better.
said by TSI Marc  :netpro, It should be noted that transfers from other providers, non-bell, such as Rogers are generally more involved. example; we talk to Bell, Bell talks to Rogers, Rogers responds to Bell, Bell responds to us. They are all supposed to respond with x amount of time but we've been finding that that isn't always happening. |
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TSI Marc
Premium,VIP
join:2006-06-23
Chatham, ON
| Hey netpro,
yeah, I added that bit about Rogers because of a couple other posts.. i.e. It wasn't really directed specifically at you but more as a general statement.
anyway, thanks for the feedback. cheers.
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TSI Marc - TekSavvy Solutions Inc. |
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thorne anon
@primus.ca
| "They are all supposed to respond with x amount of time but we've been finding that that isn't always happening."
more BS
you should have a SLA (service level agreement)with these providers. that SLA should state 'we will respond in x days'. if they are not getting back to you as defined by your SLA then you need to get your lawyers to climb up their ass and bite!
be proactive! it's not 'bell has a problem...' it's 'TS has a problem w/ bell'
stop using Bell's shortcomings to excuse your lack of action. |
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TSI Marc
Premium,VIP
join:2006-06-23
Chatham, ON
| Thorne,
You're preaching to the quire.
There are no SLA's, only SLO's with Bell. They are not legally obligated to achieve those objectives. They are only obligated to try.
We are proactive, and we work very closely with Bell on all fronts.
The fact is that even still, there are realities that we are constantly at the mercy of. It's not black or white.
For the short comings, I've already said my piece. There are zero excuses. We are working at it, and will get back to our old ways come hell or high water.
One thing is for sure, if we were to take a "this is BS, I'm going to climb up your ass" attitude with them, we would all be worse off.
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TSI Marc - TekSavvy Solutions Inc. |
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jfmezei
Premium
join:2007-01-03
Beaconsfield, QC
·ELECTRONICBOX
| Is this a case of Teksavvy actually making mistakes ?
If the customer says to Teksavvy he lives in Town X, but Rogers thinks you are in town Y, can Teksavvy really know that they should enter Y in the request form ?
Remember that Rogers doesn't really have landline service. It is something it inherited when it bought Sprint Canada. And it is something it didn't really want.
Netpro, it would be interesting if you could confirm once Bell truly has transfered your service fully. I personally woudln't be surprised to see some snafus with bell too.
Number portability is relatively new to Canada and even in the USA where it has been available for some time, there are still lots of snafus. |
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TSI Marc
Premium,VIP
join:2006-06-23
Chatham, ON
| Hey JF,
We did indeed drop the ball on this one. There may have been other factors but there's no denying that we have been making mistakes, more then normal. It's not just this one order. Rocky and I can see it and it needs to be put in check. I don't think there's that much wrong but it's more about letting people down then anything. We haven't been paying proper attention. It's normal to have issues but if we're not paying attention, they don't get resolved properly.
The lack of attention wasn't because we were picking our noses either, we've been busy with a few things that needed attention. Certainly this CRTC stuff has taken up a ton of energy and resources but doesn't excuse that we need to find a way to make it all happen.
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TSI Marc - TekSavvy Solutions Inc. |
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thorne anon
@primus.ca
1 edit | reply to TSI Marc
"we work very closely with Bell on all fronts" sounds like mandatory PR content...and leads me to wonder how much advanced warning you had of the throttling of your wholesale service...
feel free to correct me as IANAL but is Bell not mandated to do business with you? and were you(TS) an active participant in the negotiation of your Service Level Objectives? a SLO may not be as restrictive as a SLA but there is still a consequence for failure.
you need to change this and present yourselves as doing so, filings to the CRTC, renegotiations of contract elements etc. it is not an instant process but we (the community) mostly realize that. what you need to realize (beyond saying "there are realities that we are constantly at the mercy of" and "There are zero excuses" makes you look foolish) is that you need to present yourselves as more then complacent with the imbalances in your relationship with Bell. |
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fourboxers
Premium,Mod
join:2003-05-04
Scarborough, ON
clubs:  | (topic move) I'm not angry, I'm disappointed
Moderator Action
The post that was here, has been moved to a new topic .. »I'm not angry, I'm disappointed |
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netpro
join:2008-07-05
North York, ON
| reply to jfmezei
Re: Am I the bad luck one in teksavvy? - Ridiculous XXX !
I am curious myself too about the outcome and will let everybody know how it turns out. BTW, my phone number was never sprint, but Bell. I ported my number to Rogers a few years back due to no DSL service in my area. Now it seems Bell(of course teksavvy) can offer 2MB link which is ok for me. I just hate Rogers too much to stay with them. They treat loyalty like shit.
said by jfmezei :Is this a case of Teksavvy actually making mistakes ? If the customer says to Teksavvy he lives in Town X, but Rogers thinks you are in town Y, can Teksavvy really know that they should enter Y in the request form ? Remember that Rogers doesn't really have landline service. It is something it inherited when it bought Sprint Canada. And it is something it didn't really want. Netpro, it would be interesting if you could confirm once Bell truly has transfered your service fully. I personally woudln't be surprised to see some snafus with bell too. Number portability is relatively new to Canada and even in the USA where it has been available for some time, there are still lots of snafus. |
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CR123
join:2006-11-04
Vancouver, BC
| reply to thorne anon
I think that Teksavvy probably has done the best they can do in their SLO's with Bell - and it's awfully hard to prove that Bell isn't trying their best to meet their obligations. Well, awfully hard to prove to the CRTC, and I'm sure Teksavvy is a bit too busy right now to form a regulatory department that would investigate. |
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