| Teksavvy Installation Nightmare - Letter to CEO Here is the copy of the letter I just sent to the CEO of Teksavvy detailing the bullshit they put me through this weekend. In all my years of Rogers/Bell I have never never experienced customer service this bad or an ISP with so little control over its own function.
"Hello Marc
I'm sure this email will fall on deaf ears as I've learned in the last few days that, despite my totally devoted loyalty and praise of your company as what I thought was the David in the Canadian-telecom-Goliath scenario, I have since learned that you are all truly the same.
Over a month ago I put in a request for my service to be moved, In attempt to be proactive and to minimize any screw ups like the ones that arose when I first signed up.(another Teksavvy nightmare) There was some confusion as to the new address, once I realized the mistake I had made I called in the next day to clarify and to confirm that the correct address was on file and that everything was set for the installation on Saturday. I was overly assured by your CSR that despite the fact I still had not received a conformation email that the installation was booked and the new address was updated.
Flash forward to Saturday Sept 8. We had already been living in the house for a over a week waiting patiently for our service to be restored, at the same time continuing to maintaining another property just so we could still to have Internet access as my girlfriend requires it for work with Industry Canada. I had taken the day off (cost of $124.10 net) and we waited patiently for the installer to arrive, he called at 8:20 claiming he would be there soon at 8:30 he called back asking where we were. Turns out he had gone to the previous address that had not been changed as per his work order. I begged him to come in the house and just set it up, but he refused, at the same time I had your CSR on the phone who could provide no solution to the problem only to put all the blame on Rogers leaving me THE CUSTOMER stuck in the middle of these two arguing parties, a place I didn't want to be first thing on a Saturday morning I just wanted the Internet I was promised and had diligently followed the correct procedure to get.
I need to preface my mental state at the time before the installer had even called I received an phone call from my brother in tears, it seems a very close family friend had gone missing back home in Nova Scotia and a manhunt was on, all that we knew is that the only thing he took with him was his boots and his shotgun and walked out into the woods > So lets just say I was in no mood for any of this crap. After waiting for a half an hour outside my house the installer left, not his fault he's contracted out and had other places to go. I called Teksavvy back demanding to speak to a supervisor, your CSR was apologetic, polite and told me I'd be compensated, well that level of customer service quickly dissipated when I was put on with your "Supervisor" Mac who immediately offered no solutions, told me there was nothing he would do, I would not be compensated and that the soonest he could reschedule would be 6 days from Saturday. This I won't lie angered me and I was absolutely voicing my displeasure, now having previously been a CSR for Telus High Speed I know what you can and can't do in his position, and what he did went well beyond that line, he starts screaming at me at the top of his lungs so loud and out of control it freaked me out to the point much I asked him to please stop which made him explode and after another few minutes of screaming he just hung up.
Frustrated and without any options I called Rogers, hoping they could be of more help on their end, of course they can't touch or see anything related to Teksavvy but the generosity and pleasantry of their support staff had me wishing I was back with them (can't believe I just said that) Their supervisor was even nice enough to offer to call Teksavvy back and conference call in in an attempt to solve the issue. Unfortunately the 30 min wait time must have been an issue and when I finally got through he was no longer on the line. I spoke with your CSR and was informed that there was still nothing they could do and I hung up, next thing I knew I received two email confirming my service had been cancelled completely without my permission, another 20 min later and I finally got a hold of the same CSR, i asked to speak to supervisor Mac again and when the CSR came back he told me, he wouldn't speak with me but I could now pick 3 dates starting the next day (Sunday) not 6 days out like I had been previously offered. Seeing I had no choice and was being held hostage by your total inability to have control over your own installations, I agreed to a installer coming in the next 3 days, it was confirmed and I hung up the phone to go call my grieving family back.
Sunday morning came and of course no installer and no confirmation email. I agreed to take another day off and wait (cost of $124.10 net) still no installer and no email. Convinced I had been lied to just to get me off the phone I called in again and asking immediately for a supervisor. After reviewing my case he Chris told me that due to the multiple attempts Rogers was now requesting a new order be created making my install date 5 days away, at this point I had accepted the fact the Teksavvy pathetically has no power at all when it comes to its own installations and is at the whim of Rogers, at least that's the image your CSRs convey. I gave up and accepted the date. At this point I only wanted compensation, now this is the area where teksavvy actually does have some control, where you could differential yourself from the telecoms and actually prove you give a shit about us. I was offered two weeks free! It was slap in the face...What I had asked for was 4 months free (conservatively equivalent to the wages lost because of your screw up) and my $65 "moving fee" reimbursed, since why should I have to pay for the hell I just got put through? This modest request was essentially laughed at and I was told it would have to be reviewed. About an hour late I receive another call offering me 6 weeks of free service (another slap in the face) or they would pay my setup and first month with a different Internet provider!? I was shocked, I've been a great customer, pay on time every time, never complain, adhere to the rules and guidelines etc... not to mention the fact I religiously spread the Teksavvy gospel not just in person but all over the web and now to be told that after everything they put me through on such an already terrible day, that now they just wanted to drop me and force me to go through this all over again with another company, I was absolutely shocked. Are you guys really doing that well that you just dump customers the second they have a problem with the terrible incompetent service they are force to experience?
I'm sure like those that work for you you do not care about my problem, maybe at one point you would have when Teksavvy was the scrappy insurgency into the Canadian ISP market but now it seems you've not only caught up with but have surpassed Rogers and Bell in sheer apathy towards your customers which probably doesn't both you but hey it didn't bother Dell either and lets be honest it was one of the bigger nails in their coffin.
I'll be posting this letter on Teksavvy forums as well as a slew of others, it would be great if I could follow it up with a positive response from you. Now if you'll excuse me I have to shop for a new ISP that i can use my DOCSIS 3 modem with, sigh.
Thank you for your time
TLDR - Teksavvy screwed up, got screamed at by CSR, refused to compensate, still no internet service." |
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 elwoodbluesElwood BluesPremium
join:2006-08-30
HarperLand | This should be in the Teksavvy Forum, the fanbois will dance on your head. |
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Reviews:
 ·TekSavvy Cable
| said by elwoodblues:This should be in the Teksavvy Forum, the fanbois will dance on your head.
Screw the fanbois TSI needs a kick in the pants. Oh, how I miss the days of old TSI before they bloated into Bellsavvy. |
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Reviews:
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| reply to Simpletwist
quote:
This I won't lie angered me and I was absolutely voicing my displeasure, now having previously been a CSR for Telus High Speed I know what you can and can't do in his position, and what he did went well beyond that line, he starts screaming at me at the top of his lungs so loud and out of control it freaked me out to the point much I asked him to please stop which made him explode and after another few minutes of screaming he just hung up.
wow wtf |
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| reply to Simpletwist
» TekSavvy Direct
Simpletwist
I am sorry to hear about the situation...can you please post your account inforamtion in our direct area and we can look into this for you.
Thanks,
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TSI James - TekSavvy Solutions Inc.
Authorized TSI employee ( »TekSavvy FAQ »Official support in the forum ) |
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mlord
join:2006-11-05
Nepean, ON
kudos:9 | reply to Simpletwist
Sounds like a typical TSI episode to me, except for the screaming CSR. |
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Guru
join:2008-10-01
kudos:2 Reviews:
·TekSavvy DSL
| said by mlord:Sounds like a typical TSI episode to me, except for the screaming CSR.
Nothing new here and yeh except for the screaming CSR. If this is really true then, I got nothing nice to say about TSI!!! |
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mlord
join:2006-11-05
Nepean, ON
kudos:9 | Funny thing is, I (still) really like TSI, but make no mistake: their customer "service" is non-existent, or worse. Thinking about it makes me feel sad. |
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| reply to Simpletwist
I did one heck of a lot of downloading from the hospital back in the days of user based billing in Ottawa. Very good wireless, that's what they have. |
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elwoodbluesElwood BluesPremium
join:2006-08-30
HarperLand Reviews:
·Cybersurf Intern..
| reply to TSI James
Re: Teksavvy Installation Nightmare - Letter to CEO said by TSI James:https://secure.dslreports.com/forum/teksavdirect
Simpletwist
I am sorry to hear about the situation...can you please post your account inforamtion in our direct area and we can look into this for you.
Thanks,
I find it ironic how Teksavvy loves to hide behind the "Direct Forum". Yes it's important that Simpletwist's private information is kept private, but the end result is important to the community at hand.
Almost everytime someone bitches and complains about an issue with Teksavvy, it gets whisked off to the direct forum and the thread dies.
Simpletwist, short of divulging private information, it would be appreciated if you could post the results of you posting in the direct forum.
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No, I didn't. Honest... I ran out of gas. I... I had a flat tire. I didn't have enough money for cab fare. My tux didn't come back from the cleaners. An old friend came in from out of town. Someone stole my car. There was an earthquake....... |
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 TSI MarcPremium,VIP
join:2006-06-23
Chatham, ON
kudos:14 | reply to Simpletwist
Re: Teksavvy Installation Nightmare - Letter to CEO WOW. This is a terrible story. So, I received your email at 3:06, I opened it at 4:45 after getting out of a meeting and immediately followed up internally and sent you an email only to be told they were already looking into it and posted this thread as a reference. You started this thread at 3:22.
I'm really sorry to hear this but dude, you have to give me a chance to work things.
So.. why did Mac yell, I'd love to hear that call. There's no excuse for that.. Why did the address get submitted wrong in the first place. Seems everything snowballed from there.
I'll look into it further and report back.
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Marc - CEO/TekSavvy |
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TSI MarcPremium,VIP
join:2006-06-23
Chatham, ON
kudos:14 | reply to elwoodblues
said by elwoodblues:said by TSI James:https://secure.dslreports.com/forum/teksavdirect
Simpletwist
I am sorry to hear about the situation...can you please post your account inforamtion in our direct area and we can look into this for you.
Thanks,
I find it ironic how Teksavvy loves to hide behind the "Direct Forum". Yes it's important that Simpletwist's private information is kept private, but the end result is important to the community at hand. Almost everytime someone bitches and complains about an issue with Teksavvy, it gets whisked off to the direct forum and the thread dies. Simpletwist, short of divulging private information, it would be appreciated if you could post the results of you posting in the direct forum. We do that because we don't know who the customer is. Looks like James responded at the same time I emailed him.
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Marc - CEO/TekSavvy |
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elwoodbluesElwood BluesPremium
join:2006-08-30
HarperLand Reviews:
·Cybersurf Intern..
| I understand that Marc, and as I indicated I do respect the privacy of the complainant (and many have been told to edit their posts when they post personal information).
But now it's shoved off to the direct forum and we'll not hear what happen unless Simpletwist tell us.
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No, I didn't. Honest... I ran out of gas. I... I had a flat tire. I didn't have enough money for cab fare. My tux didn't come back from the cleaners. An old friend came in from out of town. Someone stole my car. There was an earthquake....... |
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TSI MarcPremium,VIP
join:2006-06-23
Chatham, ON
kudos:14
1 edit | I hear you.. I'm here now so you'll know what happened. I don't expect the staff to do what I'm doing now. It's very difficult to manage these threads especially when the emotions are running high.
What's been reported to me so far is that it's largely as the OP says from initial look at it, it's clear that we did indeed drop the ball. It's not the first thread I see where the address that was initially given was a mistake and then when they corrected it, it didn't end up going through properly. So I want to chase that down. But it's the call with Mac that seems to have sent this situation over the edge. So, I'm waiting to hear back on that front.
edit: just listened to internal call between front line tech and Mac just before transfereing customer to talk directly to Mac. Mac waited patiently the whole time waiting to talk to Rogers field tech. His initial assessment was that we submitted it correctly to Rogers but somehow there was a mistake made on their end. Waiting to find call where Mac talks to OP/Field tech. That call was 13 minutes long.
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Marc - CEO/TekSavvy |
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| reply to Simpletwist
Wow, Its unfortunate posts like this are becoming so frequent. Its sad to see a great company go down like this.
Keep us posted on what they will do for you, good luck. |
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| reply to Simpletwist
Re: Teksavvy Installation Nightmare - Letter to CEO Unfortunately your story as been extremely common with Teksavvy as of late. I'm sure the CEO will come here and explain this not the norm and this will be ok next week.. That's been the line for the last few months. Very sad to see how bad they have became.
I wish you good luck, keep us posted what happens and how they will fix this for you. |
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