angelo in TekSavvy http://www.dslreports.com/forum/r20759637 en Wed, 11 Nov 2009 03:24:05 EDT Wed, 11 Nov 2009 03:24:05 EDT Re: fyi http://www.dslreports.com/forum/remark,20770584 TSI Marc : Hey Thorne,

It was good to talk to you too.

For other reading; As fate would have it, as we were talking on the phone Bell moved his activation date back from the 11th to the 14th. One minute it read the 11th and after updating the info it said the 14th.

So, Thorne, There are no notes from Bell's end that I can relay as a reason. I've already had Scott notify our Bell rep asking what happened. You should hear from him when we get word back. Our rep is usually fairly quick. I told Scott to call you back on the 647#.

For your start date, I've had accounting re-adjust for 12 days of down time. (i.e. from the 2nd to the 14th).

*sigh*
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TSI Marc - TekSavvy Solutions Inc.]]> http://www.dslreports.com/forum/remark,20770584 Thu, 10 Jul 2008 15:04:37 EDT Re: I'm not angry, I'm disappointed http://www.dslreports.com/forum/remark,20770391 jfmezei : Mr TSI Marc, I have pondered this issue at great length instead of counting sheep to fall asleep :-)

The only thing I could come up is to get the staff to advise customers that this is a new service and that there may be glitches in cases where it isn't a straightforward transfer.

Not sure how it all works internally, but something akin to "call us back the day before the swithover and ask us to check that your order was in fact accepted by bell and processed by bell and the other company (rogers in this case).

This way, the customer knows that there may be problems and the customer can be more proactive and will feel "in the loop" and if there is a problem, he'll be on the line to provide any missing information.

This is better than the customer waiting all day on the day of the switchover and nothing happening and then calling back to ask what happened.]]> http://www.dslreports.com/forum/remark,20770391 Thu, 10 Jul 2008 14:31:33 EDT fyi http://www.dslreports.com/forum/remark,20770369 anon : I just had a pleasant conversation w/ Tsi Marc...]]> http://www.dslreports.com/forum/remark,20770369 Thu, 10 Jul 2008 14:27:31 EDT Re: I'm not angry, I'm disappointed http://www.dslreports.com/forum/remark,20770257 TSI Marc : ok, I'll give you a jingle.]]> http://www.dslreports.com/forum/remark,20770257 Thu, 10 Jul 2008 14:06:21 EDT Re: I'm not angry, I'm disappointed http://www.dslreports.com/forum/remark,20770235 anon :
said by TSI Marc See Profile :

Hey JF,

I spent most of the day yesterday shouldering the blame for our mistakes. We know we messed up and we're working very hard to make the necessary changes. Thorne appears to think it's a simple case of incompetence but I can assure you that when you see the same people process thousands of orders without these problems, there's a larger problem.

It's not for PR that Rocky and I are taking the blame, it's because we really are to blame. The circumstances changed in the office over the last year and changes were necessary to keep growing and we missed the mark. The way we did things a year ago simply doesn't work anymore, just as the year before that we needed to make changes. The changes needed are not drastic but they are necessary and we just took our eye off the ball long enough for cracks to show. They are especially obvious with circumstances that are a bit more involved such as Thorne and netpro. Most new customers did experience the same high quality standards we've always had while others didn't and that's just not good enough for us.

I can assure you that we are working feverishly to straighten things out and we've already made some changes. Specifically, call backs were a high priority as well as additional automation for a slew of things.

I guess we'll all just have to wait and see how it works out :) stay tuned!
All other things aside I love TS for their transparency, most any other company(not just isp's) if they had a presence in a forum would be using it to shill their opinion and broadcast PR noise to create FUD.

Rocky, Tsi Marc, Tsi Rick and all the others are here openly revealing their status and actually discussing things. They're not saying 'it's just one guy, not our problem', they're saying 'we have a (small)problem and we're working to fix it' and I believe they mean it.

@ Marc.. if you really want to do something for me you can reach me at the 647#, I don't want to get into anything on the forum but there are a few changes/additions/inquiries I want to make.]]> http://www.dslreports.com/forum/remark,20770235 Thu, 10 Jul 2008 14:03:13 EDT Re: I'm not angry, I'm disappointed http://www.dslreports.com/forum/remark,20766765 JayMan :
said by TSI Marc See Profile :

Heu JF,

That was already done, Rocky and Rick had already done that. That's how I found Thorne's info... If there is anything that can be done, I'm open.
Wow Marc's open. Ummm someone tie down Rick. :-p]]> http://www.dslreports.com/forum/remark,20766765 Wed, 09 Jul 2008 20:37:54 EDT Re: I'm not angry, I'm disappointed http://www.dslreports.com/forum/remark,20766468 TSI Marc : Heu JF,

That was already done, Rocky and Rick had already done that. That's how I found Thorne's info... If there is anything that can be done, I'm open.
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TSI Marc - TekSavvy Solutions Inc.]]> http://www.dslreports.com/forum/remark,20766468 Wed, 09 Jul 2008 19:38:16 EDT Re: I'm not angry, I'm disappointed http://www.dslreports.com/forum/remark,20766432 jfmezei : > I spent most of the day yesterday shouldering the blame for our mistakes.

I know you're to blame. It's all your fault :-) Managing growth isn't easy, especially if you have to upscale all your software to larger packages etc.

However, what you should strive for (and it has been seen here before) is to get the complainer to call you or rocky and resolve things privately, and then come back here with "case resolved, it was our fault, we've fixed (or we'll fix) the problem and hopefully it shouldn't happen again" type of statement.

It just isn't interesting to see "he said she said" tirades that go nowhere.]]> http://www.dslreports.com/forum/remark,20766432 Wed, 09 Jul 2008 19:31:04 EDT Re: I'm not angry, I'm disappointed http://www.dslreports.com/forum/remark,20766348 TSI Marc : Hey JF,

I spent most of the day yesterday shouldering the blame for our mistakes. We know we messed up and we're working very hard to make the necessary changes. Thorne appears to think it's a simple case of incompetence but I can assure you that when you see the same people process thousands of orders without these problems, there's a larger problem.

It's not for PR that Rocky and I are taking the blame, it's because we really are to blame. The circumstances changed in the office over the last year and changes were necessary to keep growing and we missed the mark. The way we did things a year ago simply doesn't work anymore, just as the year before that we needed to make changes. The changes needed are not drastic but they are necessary and we just took our eye off the ball long enough for cracks to show. They are especially obvious with circumstances that are a bit more involved such as Thorne and netpro. Most new customers did experience the same high quality standards we've always had while others didn't and that's just not good enough for us.

I can assure you that we are working feverishly to straighten things out and we've already made some changes. Specifically, call backs were a high priority as well as additional automation for a slew of things.

I guess we'll all just have to wait and see how it works out :) stay tuned!
--
TSI Marc - TekSavvy Solutions Inc.]]> http://www.dslreports.com/forum/remark,20766348 Wed, 09 Jul 2008 19:14:00 EDT Re: I'm not angry, I'm disappointed http://www.dslreports.com/forum/remark,20765804 jfmezei : Suggestion to Mr TSI Marc or any other TSI branded employee:

When you have an anonymous poster here with a problem, just tell him to CALL teksavvy, ask to speak to TSI Marc (or Rocky), mention that you are the "anonymous XXXX on DSLR".

Then, TSI Marc or Rocky can speak to the individual and get the issue resilved without some silly "he said she said" airing of dirty laundry here on DSLR.

Now, even if that person is no longer a customer, I would hope that TSI Marc or Rocky would be interested in finding out exactly what happened so that they can prevent that problem from happening to others.]]> http://www.dslreports.com/forum/remark,20765804 Wed, 09 Jul 2008 17:23:12 EDT Re: I'm not angry, I'm disappointed http://www.dslreports.com/forum/remark,20765770 anon : I know a lot about Bell having been a direct customer for years aswell as supporting Bell customers, Ive been through every kind of hell with them (ever try to get physical service on a dry loop line?) and agree that TS is way better on the TSR side. their CSR's have twice failed to follow through however, once on activation, and again during my current move so I feel justified in my irritation, I honestly didn't think TS would need as much hand holding as has been my experience.

I think most of my issues could have been avoided if the CSR's were more technical, if the girl who received the VM i left with a new circut # had realized to place the move order then I would not be here griping about this. instead she called me to say we got it (the circut#) and nothing more. I had to follow through to have the move order placed and lost days to the 'move delay' implemented by Bell to make the competition look bad.

in the end her error has cost me ~2k in downtime that I've only been able to mitigate a fraction of by commuting to a remote location.]]> http://www.dslreports.com/forum/remark,20765770 Wed, 09 Jul 2008 17:18:47 EDT Re: I'm not angry, I'm disappointed http://www.dslreports.com/forum/remark,20765611 koreyb : Thorne,

No offense, but have you ever tryied to deal with anyone at bell?

I'm very impressed Teksavvy and some other companies who are wholesalers get what they do from them.

Bell like the monopoly stats, and still to this day feels they are that monopoly.

They DO NOT CARE unless you are a BELL customer.. That's pure and simple.

Teksavvy is a competitor in their eyes, and they know Teksavvy has NO CHOICE but to use their last mile services. Which is how they treat things. They enjoy making non-Bell companies look bad in hopes to make the customer mad and want to go "BACK TO BELL"..

You will get things working correctly, but YOU sometimes have to WORK with Teksavvy together instead of fighting them on issues. They are here in your court.. BUT they need your help as you are the end user and YOU are the only way they know fully what's going on. Teksavvy is limited only by the person at Bell dealing with your issue. IF their was a choice for the last mile, NO ONE would put up with Bell's actions. ]]> http://www.dslreports.com/forum/remark,20765611 Wed, 09 Jul 2008 16:51:22 EDT Re: I'm not angry, I'm disappointed http://www.dslreports.com/forum/remark,20763858 anon : ummm, why do ppl think I want something from TS? the first thread was about poor customer service from TS CSR's, I posted my experience.

I didn't ask for anything.

Tsi Marc defended his company.

I challenged that TS needed to be more proactive in their relationship w/ Bell and w/ their customers who are facing issues.

Tsi Marc responded that he felt they were proactive.

I responded that my experience was contrary to that and that there was sufficient data relating to my issue that he could have been 'proactive' about my situation. read the OP in this thread..it's a gesture...someway to back up his claims.

I'm still not asking for anything, I'm not thrilled but I'm planning to eat my losses and continue w/ TS, I continue to recommend them due to their stance on net neutrality alone. That Tsi Marc wants to help me is good Customer Service but I don't see why I'm obligated to help him help me, esp on a public forum. (and after a conversation about proactivity and unnecessary hand holding! lol )

@ xdrag...you should read more, and work on understanding what your reading.

]]> http://www.dslreports.com/forum/remark,20763858 Wed, 09 Jul 2008 11:44:47 EDT Re: I'm not angry, I'm disappointed http://www.dslreports.com/forum/remark,20762991 hockeynomad : Well I brought an issue on Saturday as I am one of those few souls who still have the Dry loop/VOIP bucndle and incoming phone calls were not coming in.

I was told an email would be sent to UNITZ. I call tech support yesterday, tuesday that perhaps my high 4 MB download profile is causing the problem and a ticket to Bell to slow down my speed and allocate more bandwidth to VOIP. Again this is a 24-48 hour turnaround.

My response is couldn't this have been done on Saturday?]]> http://www.dslreports.com/forum/remark,20762991 Wed, 09 Jul 2008 08:47:11 EDT Re: I'm not angry, I'm disappointed http://www.dslreports.com/forum/remark,20761865 xdrag :
said by thorne anon :

@ TSI Marc it's true my identity is not solely in a single post, hence the proactive part...it would have required you to look for a member named thorne, searched for posts by thorne in the private forum, looked up the TS account mentioned in those posts, noticed that it's a buisness acc and that there is an active move...and if that didn't work...

looked at your active move orders for a buisness account with the 'call back issue' and go from there... the information is all available to you you just need to work a little to get it.

I don't think you are being malicious just passive/lazy.

@ scoop ..I post anon cuz it's easier (by 1 text field)
LOL. Sorry, but the reality is that you're not in grade 1 anymore. Teksavvy aren't teachers and furthermore don't go chasing you around when it's your responsibility to report the problem. And by reporting, i meaning providing the information Teksavvy needs. If you find that Teksavvy is neglecting your case (which i highly doubt) through electronic means, then you call them.

Furthermore, i don't see how playing hide and seek with teksavvy helps your situation. There's nothing "glorious" about having teksavvy hunt you down nor does it prove that they're not proactive if they don't. The most logical way to get help is to write something along the lines of this:

Name:
Teksavvy login:
IP address (if static):
Problem:
Contact info:

Teksavvy has thousands of customers and if you don't do your part in bringing concern to your service, then they simply won't know. ]]> http://www.dslreports.com/forum/remark,20761865 Tue, 08 Jul 2008 23:18:51 EDT Re: I'm not angry, I'm disappointed http://www.dslreports.com/forum/remark,20759924 TSI Marc : Thorne,

It has now happened that I have found you while you were waiting for me to find you. I had to call Rocky who's on the road, login to his account find a PM from thorne. I've now updated his account so we can find his DSLR handle more easily in case there's more need. Rick might have remembered who you were but he's not in right now.

Looks like your move order is do to take effect on the 11th. Is that correct?

How can I help?
--
TSI Marc - TekSavvy Solutions Inc.]]> http://www.dslreports.com/forum/remark,20759924 Tue, 08 Jul 2008 16:40:54 EDT Re: I'm not angry, I'm disappointed http://www.dslreports.com/forum/remark,20759834 Angelo_ :
said by Scoop See Profile :

They're trying to help you but you're making it difficult.
i agree with that]]> http://www.dslreports.com/forum/remark,20759834 Tue, 08 Jul 2008 16:27:30 EDT Re: I'm not angry, I'm disappointed http://www.dslreports.com/forum/remark,20759827 Scoop : They're trying to help you but you're making it difficult.]]> http://www.dslreports.com/forum/remark,20759827 Tue, 08 Jul 2008 16:26:12 EDT Re: I'm not angry, I'm disappointed http://www.dslreports.com/forum/remark,20759775 anon : @TSI Marc...dude stop.

the only thing I 'want' is for you to truly understand things.

I haven't asked for anything from TS, I was commenting to another poster that the poor customer service they were experiencing was not unique.

wordnet.princeton.edu defines proactive as:(of a policy or person or action) controlling a situation by causing something to happen rather than waiting to respond to it after it happens.

try to live up to that.]]> http://www.dslreports.com/forum/remark,20759775 Tue, 08 Jul 2008 16:17:21 EDT Re: I'm not angry, I'm disappointed http://www.dslreports.com/forum/remark,20759681 TSI Marc : Thorne,

Being "proactive" has nothing to with you wanting us to have to go through hoops to find you. There's nothing proactive about that. If anything it has made it more difficult for us to do anything at all about your case.

I don't know why you keep throwing jabs out like you do. There's nothing lazy or passive about what I'm doing right now.
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TSI Marc - TekSavvy Solutions Inc.]]> http://www.dslreports.com/forum/remark,20759681 Tue, 08 Jul 2008 15:59:36 EDT Re: angelo http://www.dslreports.com/forum/remark,20759653 Angelo_ :
said by thorne anon :

I am not the OP in that thread.
your totally right disregard what i said i am sorry, long day staring at the screen i misread the name they all look the same to me at this point :/

im sorry again]]> http://www.dslreports.com/forum/remark,20759653 Tue, 08 Jul 2008 15:55:23 EDT angelo http://www.dslreports.com/forum/remark,20759637 anon : I am not the OP in that thread.]]> http://www.dslreports.com/forum/remark,20759637 Tue, 08 Jul 2008 15:53:36 EDT Re: I'm not angry, I'm disappointed http://www.dslreports.com/forum/remark,20759631 anon : @ TSI Marc it's true my identity is not solely in a single post, hence the proactive part...it would have required you to look for a member named thorne, searched for posts by thorne in the private forum, looked up the TS account mentioned in those posts, noticed that it's a buisness acc and that there is an active move...and if that didn't work...

looked at your active move orders for a buisness account with the 'call back issue' and go from there... the information is all available to you you just need to work a little to get it.

I don't think you are being malicious just passive/lazy.

@ scoop ..I post anon cuz it's easier (by 1 text field)]]> http://www.dslreports.com/forum/remark,20759631 Tue, 08 Jul 2008 15:52:12 EDT Re: I'm not angry, I'm disappointed http://www.dslreports.com/forum/remark,20759620 Angelo_ : removed]]> http://www.dslreports.com/forum/remark,20759620 Tue, 08 Jul 2008 15:50:10 EDT Re: I'm not angry, I'm disappointed http://www.dslreports.com/forum/remark,20759530 TSI Marc : Thorne,

I'm open to discuss anything you have on your mind. But, no, there is not enough detail in your posts for me to know who you are. Please PM that info and I will look into your situation.

For the lack of rationality, you made references to things I have not said, you were generally all over the map and off topic on a number comments. So yes, there was simply no real way to have any normal conversation with you.

If we miss treated you, I am sorry. I can only reassure you that it was not out of malicious intent. If you were wronged, I will agree to do what is possible to attempt to make it right.

If you're willing to discuss things I'm willing to hear it out. I'm not interested in disappointed people. It's just not the TekSavvy way.

As I'm writing this, I noticed you posted again. Ok, I can check into this. The call backs have been of special interest all week, we know that we've been missing the ball there so this makes perfect sense. Is there any way I can pass your info along? email? IM? direct forum?

ok, another post.. I'll look it up.
--
TSI Marc - TekSavvy Solutions Inc.]]> http://www.dslreports.com/forum/remark,20759530 Tue, 08 Jul 2008 15:34:47 EDT Re: I'm not angry, I'm disappointed http://www.dslreports.com/forum/remark,20759528 Scoop : Why are you posting anonymously then?]]> http://www.dslreports.com/forum/remark,20759528 Tue, 08 Jul 2008 15:34:34 EDT Re: I'm not angry, I'm disappointed http://www.dslreports.com/forum/remark,20759521 anon : I am...

»/profile?find=thorne]]> http://www.dslreports.com/forum/remark,20759521 Tue, 08 Jul 2008 15:33:16 EDT Re: I'm not angry, I'm disappointed http://www.dslreports.com/forum/remark,20759505 anon : p1 of the original thread
»Am I the bad luck one in teksavvy?

most of my disappointment stems from a lack of followup. I left a vm with a new circut # and although I got a call back to let me know they got it there was no move order placed on my service and it was only by following up myself that I was able to start the process.]]> http://www.dslreports.com/forum/remark,20759505 Tue, 08 Jul 2008 15:30:34 EDT Re: I'm not angry, I'm disappointed http://www.dslreports.com/forum/remark,20759464 Scoop : If this is what you want to do you'd have more credibility if you were a registered member rather than just an anonymous poster. Your choice though.]]> http://www.dslreports.com/forum/remark,20759464 Tue, 08 Jul 2008 15:25:02 EDT Re: I'm not angry, I'm disappointed http://www.dslreports.com/forum/remark,20759452 anon : this was forked from another thread, »Am I the bad luck one in teksavvy?

in that thread a user was griping about poor customer service, I was agreeing with him and Tsi Mark had just commented on how I was an angry person (implying a lack of rationality).

since several posts from rocky and others reference what alot of ppl have noticed as a general lack of decent support from TS CSR's I'd like to throw this thread open as a community list of gripes so our favorite isp can effectively clean house and end it's downward slide.]]> http://www.dslreports.com/forum/remark,20759452 Tue, 08 Jul 2008 15:22:59 EDT Re: I'm not angry, I'm disappointed http://www.dslreports.com/forum/remark,20759414 Angelo_ : what exactly happened?

teksavvy has a sigh standard of themselves with such high standards they try to provide excellent service to all users permitting outside factors doesn't effect this.

Was your issue related to a Bell controlled issue such as moving?]]> http://www.dslreports.com/forum/remark,20759414 Tue, 08 Jul 2008 15:15:07 EDT I'm not angry, I'm disappointed http://www.dslreports.com/forum/remark,20759282 anon : that is a cop out..because you actually can..

there is enough detail in my previous posts that you could likely figure out what move order represents me. then you could look into the credit standing/billing of my account to see what is happening. you could then offer to prorate my service to cover this outage/remove the 5$ charge for the move/send me a personal email to apologize/etc/etc/etc.

it actually wouldn't matter because it would be about the gesture... a proactive gesture intended to firmly assume responsibility for the issue I'm facing and defuse my displeasure. you can take the time to tell me it's not your fault/i'm broken but not to do a search against these forums for a user name/history

I'm not angry, I'm a little disappointed in a company I thought was respectable...]]> http://www.dslreports.com/forum/remark,20759282 Tue, 08 Jul 2008 14:49:38 EDT