O Canada! > Canadian > TekSavvy > Terrible Terrible TekSavvy / Bell Story

reply to TSI Marc

Re: Terrible Terrible TekSavvy / Bell Story

Agreed, and it has been getting looked into but no straight up answers yet. I'll get back to you.
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Marc - CEO/TekSavvy

reply to TSI Marc
The only good thing about "those damn Cellpipe modems" appears to be the fact that your customers are "renting" them and didn't have to purchase them outright...that would have been a "brick" situation for sure.
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My Canada includes Quebec.
Disclaimer: If I express an opinion, it is my own opinion, not that of Bell or its related companies.

I don't know. It's frustrating however you slice it from our vantage point. We eat a lot of crow for lots of things that are completely outside our ability to fix but that are only specific to wholesalers these days. Things that were never issues in the past. Things the incumbents have the ability to fix. The net result is a lowered value proposition to us.

I see your point but it all takes its toll.
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Marc - CEO/TekSavvy

reply to TSI Marc

What firmware might we expect if we were to purchase a DCM475 currently from TSI?

reply to nashutzu
Hello nashutzu,

I sent you a PM with the resolution that was concluded. Please feel free to reach out to us again if needed.

Thank you,
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TSI Jonathan
Social Media Relations Team Leader
Authorized TSI employee - Teksavvy Solutions Inc.

reply to OttawaMark
OttawaMark,

The CRTC used to have mandatory reporting of issues. It was all nice pretty graphs of line failures etc. Bell then submitted to scrap these statistical mandatory filings. CRTC agreed and thus it no longer exists. I think you can still find this section on the CRTC website and see the year it ended.

After having my own issues with bell, and talking to a vp within bell, and mentioning their filed statistical reports with the CRTC and my on-going 2 months of on again off again phone service and a non-functioning 911 call. The Bell VP called me "a statistical outlier" (those words exactly) thus it was not included in their CRTC stat's report.

So yeah. I would take offense of the word "outlier" as mark mentions. Especially when they have nothing to back up those words. In fact, they have to use a forum where people can get very vocal after 8-hr hold times and no action to find a statistical outlier. Sound odd to you? Is that within the 95% statistical confidence limit?

Again, these are things and words that Teksavvy promised they would not state.

Sad to see how they chose not to adhere to their promise and now just toss out words and excuses like Bell does.

Marc, even that word hit a nerve with me. But I guess I'm just an outlier. Just like Bell called me.

If all the monthly outliers were presented to you in graph form, would we all still be outliers?

gang, I wasn't trying to blow smoke... I didn't pull any statistics... my point was only to say that this was an exception, and not the rule.
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Marc - CEO/TekSavvy

I've been with Teksavvy for over a year. In that time the only time I got frustrated was on account or Rogers not moving their collective ass and upgrade equipment in a timely fashion. I've not been treated poorly, or made to feel small. I'm always connected to someone who takes the time to listen to me and fix my issue. I've never once had reason to leave. And until such time as I go south of the border, I won't be. Teksavvy is miles ahead of Rogers in service and of course bandwidth caps (there ain't none!). Keep it up.

I myself have had relatively little trouble in nearly 5 years as a customer... There have been issues like cable congestion, but my service was always working...

Then that Bell Cellpipe thing happened... Which we're still waiting for compensation from Bell...

I bet Bell said no compensation for those users who were affected, some for more than 7-8 months.
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GO BLUE JAYS!

Tx guys. Good to hear.
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Marc - CEO/TekSavvy

reply to nashutzu
Ive been a Teksavvy sub in the short term (2 months) and in that time Ive had my startup and initial connection issues; gawd knows Ive voiced my concerns too. So its only fair to voice my recent satisfaction with the service as well as ever since I provisioned my 476, my connection has been spot on with zero issues. Yes they definitely have some issues to work out - most importanty the firmware/modem replacing fiasco and 1st level support knowledge transfer but lets all hope those are on the drawing board and a solution is soon presented.

reply to TSI Marc
Such terrible customer/tech service "hit" me number of times for the last ~6 months. I've been with TekSavvy for 5+ years and I'm still with you regardless of feeling full disrespect to me as a TekSavvy customer and just as a software engineer

Marc, could you please answer a couple of questions without blowing smoke?

1. Count please negative and positive TekSavvy reviews on www.canadianisp.ca site and tell us why you think that this thread with negative review is an exception? BTW a man from Mississauga on that site described one of the "exceptions" (Aug 13, 2012). This is exactly what is going on with TekSavvy customer service right now.

2. I've seen this question in this forum but haven't seen an answer yet. What is the point to have three phone numbers on the TekSavvy web site leading to the same answering machine? The situation was different a couple of years ago when each number represented a separate department as it is supposed to be and as it's shown on your site.

Thank you,
and don't take it personally as it's just an another opinion that might help you to get rid of such reviews, I hope.

reply to sgtux
Sure. I'll answer those questions.

#1 - working on it.

#2 - yeah. it's stupid. It needs to be fixed, maybe on the next revision of the web site *wink* *wink*. Back in the day it led to different queues but that was before the last phone system.

I'm not taking it personally at all. I appreciate everybody talking about it. Maybe some of our perceptions are off.. including mine. Lets find out.

MarcB, from Canadian ISP just send me an export of the reviews so I'll start looking at that. (We collocate and manage his server that hosts that web site)

Marc
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Marc - CEO/TekSavvy

reply to TSI Marc
Maybe some of our perceptions are off.. including mine.

And maybe there is some willful 'blindness' (subconscious or otherwise). On the weekend I posted that a Teksavvy rep had not only stated a falsehood (in regard to the location of Bell's demarcation point in multi-unit building), but had maintained it in spite of being offered the correct answer.

I thought it best to allow a full working day for there to be a response.

The silence has been deafening. It is as though the problem simply doesn't exist. (Not just my problem, but the 'problem' that Teksavvy is spouting nonsense to avoid the responsibility to address my problem.)

So, what is my next step? It has been easy to get people to "talk the talk", but so far, it appears no one wants to "walk the walk"....

reply to TwiztedZero

excel sheet

sorry, that was meant as a reply to sgtux
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Marc - CEO/TekSavvy