O Canada! > Canadian > TekSavvy > Amidst the negativity...my experience of great support!

Amidst the negativity...my experience of great support!

+1 Glad you got a good support call Enjoy.

reply to fishguy
Thats a standard response we are all told when we call in minus Bell's CSR advice to format the computer or purchase a new modem. I would hold off on naming your first born after the Teksavvy rep.

Generally, when I need customer support, I need answers to questions well beyond the average joe. I finally discovered how to get people with better technical knowledge. I call at 2 AM. Foreigners tend to have superior technical knowledge. I usually get every answer right the first time when talking to someone with a foreign accent.

They want to follow a checklist. If the problem is advanced, then they still want to follow the only thing they understand - the checklist. Domestic customer service often means someone without grasp of basic science. Only trained in checklists. That include disconnecting wires and formatting a hard drive. Most have no idea what a ping or traceroute reports. Daytime can be frustrating. Only vampires understand how this stuff works.

reply to fishguy
Wouldn't it have been better if the rep just told you to restart the modem at the start of the call instead of running you through all that stuff?

For the couple of times I have had to call I found their customer support to be excellent.

Where they are lacking for me was more with the sales staff but back when I had questions (tektalk and MLPPP was comically bad) was when the explosion in demand and mass hiring so I imagine that is sorted out.

reply to fishguy
As Steve would say the modem was in dire need of a "power drain" as he likes to call them.

reply to fishguy
"negativity" also doesn't mean, that it's NOT justified ?, it's all relative:
Of course, you really didn't say "how long" you've actually have been with TSI thus far, and from the sounds of it, you're "new".

In other words, I've been with another DSL provider for 5 years !, and I finally said -that's enough.
They ALL treat you like gold, until just after you're all signed up, and their into your VISA, well ok, not all,
but again, I reserve my final judgement for atleast the 1st year or 2 ?

...that said, glad you're happy, and important issues have been solved for you, thus far.
To me, as far as any isp's are concerned, The Glass is always' "half-empty" - in the short-run, but long-run? -we'll see.

I'm happy with Teksavvy. I'm closing in on being with them for ~5 years.

But I am out in BC. Different network, different issues. So far the only big one was getting hooked up - Telus didn't assign an IP properly, and it took a while for that to be figured out.

reply to fishguy
3 years with teksavvy. only two outages, less than 6 hrs each.


happy happy happy

That Ping is horrible, my local speedtest.net gives me 9ms are you testing against a server very far away?
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Every time Someone leaves Sympatico an Angel gets its wings.