 sbrookPremium,Mod
join:2001-12-14
Ottawa
kudos:4
 ·TekSavvy Cable
| reply to TSI Marc
Re: Teksavvy Installation Nightmare - Letter to CEO Really the issues of installs and support come down to the fact that we are dealing with a faulty relationship between the incumbents and TPIAs, and the TPIA's being the people we talk with bear the brunt of the heat.
All this because the CRTC didn't choose to implement tougher standards for the response procedures and times for the incumbent - TPIA relationship.
Let's face it, the incumbents really would rather have all the TPIA customers themselves, so why would they want to service TPIAs? So, they prioritize TPIA clients below their own. Now granted the relationship between for example Bell and TekSavvy is generally better than Rogers - Teksavvy, because Bell have long had similar business relationships selling at a wholesale and commercial level. This was a new and very reluctant business for Cable. They were strong armed into it by the CRTC and thought they could get away with doing all interaction through the existing customer email support team with a similar 48 hour response window (who incidentally were pretty bad for their own customers). There was never a proper escalation process for cable TPIA problems ... and so the TPIA customer gets no priority when things go wrong from the incumbent.
This all puts a crazy strain on TPIA support. It's easy to say "TekSavvy support isn't doing anything to push this along", but the reality is that in many cases, particularly cable, there IS nothing they can do to push things along except occasionally rely on the goodwill of some particular employee, since there is no real business process to push things along!
The overall result is that if you choose to have a TPIA, then when things go wrong, they can readily go VERY VERY wrong and the TPIA's hands are tied.
The reality is that if the incumbents treated TPIAs as important commercial customers and gave them the priority they deserved, TPIA support staff wouldn't be spending so long answering irate customers and trying to coax incumbents to get off their duffs and actually resolve problems in a timely and efficient manner. Then TPIA support staff would be far better able to help and less likely to panic and leave. Support is a tough job and a lot of people just can't do it without burning out quickly.
Yes, I'm blaming the incumbents again, but I'm also blaming the CRTC for allowing the incumbents to put TPIA providers in this position. |
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Reviews:
 ·SONIC.NET
 ·AT&T U-Verse
·Comcast
| reply to elwoodblues
said by elwoodblues:Seriously dude, go though the "Teksavvy sucks" threads, and see how many times it goes of to the direct forum and we never hear of it again.
I've been following TSI for years, since I live in MI and was considering moving a bit farther north; at least 7 years now. I've seen it all already. |
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sbrookPremium,Mod
join:2001-12-14
Ottawa
kudos:4 Reviews:
·TekSavvy Cable
| reply to elwoodblues
The idea of the direct forums is that if the customer has posted in the main forum and been referred to the direct, that the customer come back to the main forum and post the results of his interaction if appropriate. The reality is that very very very few people actually do that. It's not up to the ISP to bring the story back, and could be considered a privacy issue if they did.
The ISPs don't do a "we'll fix your problem in the direct forum as long as you don't tell others". I think that would raise some eyebrows!
It's people's general "phew it's solved ... let's get on" that has happened here and they just don't come back to report the results ... even if they say they will. It's not just these forums. I mod a medical forum, and we regularly refer people to their doctor and ask them to come back and tell us how they made out (you get concerned when you hear of people having heart problems etc. It's nice to find out they're still alive!) BUT nope, maybe 1 in 100 return. |
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 Txbronx cheers from cheap seatsPremium
join:2008-11-19
kudos:3
·TekSavvy DSL
 ·FreePhoneLine
·Rogers Hi-Speed
| reply to BronsCon
said by BronsCon:said by elwoodblues:Seriously dude, go though the "Teksavvy sucks" threads, and see how many times it goes of to the direct forum and we never hear of it again.
I've been following TSI for years, since I live in MI and was considering moving a bit farther north; at least 7 years now. I've seen it all already. Following TSI (reading ups and downs) and using the service (Calling in for support, billing, sales and physically using the services) are two different things. I cannot physically comment on Dell for example. Horror stories i've heard are everywhere. Until i use their service, computers, support i have no right to comment on how successful or unsuccessful they are.
What you read here in the forums is a sample, nothing more.
Basically what i'm saying is you shouldn't have an opinion of either. Saying Teksavvy fights the good fight is like saying Telus does a Cancer run each summer that my family attends and donates to. Both fight good causes. |
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Reviews:
·SONIC.NET
·AT&T U-Verse
·Comcast
| Did I read that right? Are you really telling me I'm not entitled to my opinion? And was that really in response to a statement of fact (rather than opinion)? Wow. Just... Wow. And people take you seriously?
Edit: To be clear, it was suggested that I read the forums. When I point out that not only have I read them, I've been reading them for the better part of a decade, you chime in and try to invalidate that by saying I'm not entitled to an opinion because I'm not a customer. Were you not the one to bring opinion into this to begin with, I might be inclined to agree with you. |
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Txbronx cheers from cheap seatsPremium
join:2008-11-19
kudos:3 Reviews:
·TekSavvy DSL
·FreePhoneLine
·Rogers Hi-Speed
| said by BronsCon:Did I read that right? Are you really telling me I'm not entitled to my opinion? And was that really in response to a statement of fact (rather than opinion)? Wow. Just... Wow. And people take you seriously?
Here you go on your high horse again. Entitled to an opinion sure, but to provide a statement without first using Teksavvy.
You're very dramatic, take it down a few notches... |
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| reply to Tx
said by Tx:If this Mac guy did in deed do as the OP said, doesn't matter who Teksavvy is, that's unacceptable. Unfortunately i sure hope no one expects answers if it rang true due to privacy issues in the work place, Marc's hands are tied if you wanted to know what happened with Mac if true.
Agreed. What does it even matter to anyone, except the OP, if the guy yelled?
And if he did yell for no reason, you have to wonder what would break a person to the point of screaming.
Maybe the guy could use a couple of days off for an extra long weekend. Chit happens. No one is immune from pressures of life and the pressures of work. |
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Reviews:
·voip.ms
| reply to sbrook
said by sbrook:Really the issues of installs and support come down to the fact that we are dealing with a faulty relationship between the incumbents and TPIAs, and the TPIA's being the people we talk with bear the brunt of the heat.
Yes, that is certainly a big part of the environment. I expect TPIAs and consumer groups to organize and provide leadership to effect change. Not really what this thread is about AFAIK. I am far more concerned about CSR behavior .... something for which TekSavvy has 100% control. |
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 elwoodbluesElwood BluesPremium
join:2006-08-30
HarperLand | reply to BronsCon
One of the fanbois I mentioned. |
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 zacronPremium
join:2008-11-26
canada | reply to QuantumPimp
We need the R0CKY model back. Simple. |
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 Quake110Premium
join:2003-12-20
Ottawa, ON | said by zacron:We need the R0CKY model back. Simple.
I don't think it will do any good. As sbrook said, TekSavvy's hands are tied because Rogers TPIA clients are prioritized below their own. So right now, they can't really push things other than reimburse their clients. If they had their own techs and equipment, that would be a different story. |
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zacronPremium
join:2008-11-26
canada Reviews:
·TekSavvy DSL
| That isn't what I was getting at.
What I'm attempting to communicate is that when R0CKY was the CEO, he seemed to present problems and solutions in a more "customer friendly" manner... He was still a bit of a bush dancer however, he did have the Je ne sais quoi jeoune sais quos (Could a french gent/lady spell that properly for me?).
Rocky was a people person, I don't really get the feeling based on past employees and current employees that Marc is such a people person.
Just stating that a more people person would be good for client communications and what not.
--
"Lord giveth but he also taketh away"
»www.speedtest.net/result/2102768148.png |
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 eksterHi there.
join:2010-07-16
Lachine, QC
kudos:2
·FreePhoneLine
·TekSavvy DSL
| said by zacron:he did have the jeoune sais quos (Could a french gent/lady spell that properly for me?).
Je ne sais quoi. |
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zacronPremium
join:2008-11-26
canada Reviews:
·TekSavvy DSL
| said by ekster:said by zacron:he did have the jeoune sais quos (Could a french gent/lady spell that properly for me?).
Je ne sais quoi. Merci!
--
"Lord giveth but he also taketh away"
»www.speedtest.net/result/2102768148.png |
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Reviews:
·SONIC.NET
·AT&T U-Verse
·Comcast
| reply to Tx
said by Tx:said by BronsCon:Did I read that right? Are you really telling me I'm not entitled to my opinion? And was that really in response to a statement of fact (rather than opinion)? Wow. Just... Wow. And people take you seriously?
Here you go on your high horse again. Entitled to an opinion sure, but to provide a statement without first using Teksavvy. You're very dramatic, take it down a few notches... And once again, I am not the one who brought opinion into this. Nothing I stated was opinion, nor am I being dramatic. I was stating fact. |
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| reply to zacron
said by zacron:What I'm attempting to communicate is that when R0CKY was the CEO, he seemed to present problems and solutions in a more "customer friendly" manner...
One word:
perception.
End Result:
Same |
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zacronPremium
join:2008-11-26
canada Reviews:
·TekSavvy DSL
| reply to BronsCon
said by BronsCon:said by Tx:said by BronsCon:Did I read that right? Are you really telling me I'm not entitled to my opinion? And was that really in response to a statement of fact (rather than opinion)? Wow. Just... Wow. And people take you seriously?
Here you go on your high horse again. Entitled to an opinion sure, but to provide a statement without first using Teksavvy. You're very dramatic, take it down a few notches... And once again, I am not the one who brought opinion into this. Nothing I stated was opinion, nor am I being dramatic. I was stating fact. And beauty is in the eye of the beholder :P
--
"Lord giveth but he also taketh away"
»www.speedtest.net/result/2102768148.png |
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Reviews:
·SONIC.NET
·AT&T U-Verse
·Comcast
| Beauty is in the eye of the beholder, indeed, but I'm not sure what your point is. I made a statement of fact and was called out for not having read these forums. Then, I pointed out that I've been doing so for over half a decade, which is a statement of fact. At no point in this thread did I provide any opinion, one way or the other, about TekSavvy. Facts are facts, they can not be argued; what a fact means in a certain situation can be argued, but the fact itself still stands.
If someone wants to point out something specific in this thread that I have posted that is not factual, they're welcome to. If you'd all rather keep jumping on me for trying to inject fact into the conversation, I'll take a moment to locate the "hey mods" button and consider using it. You are adding nothing to the conversation by attacking me and by replying to those attacks I only serve to further that, so it stops here. |
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| reply to Simpletwist
My favourite part of TekSavvy fanboiism was when someone compared Rocky to Laura Secord years ago.
Seems to me that the bottom line is this - if you NEED Internet on a certain date, you're taking a risk by going with TekSavvy, as they can get screwed around mercilessly by Bell and Rogers. If you can live with getting Internet sometime on or after the promised date and your world won't implode if it doesn't happen on time, then go with TekSavvy. Or, if you need Internet, you better damn sure have a backup plan in place to cover you while your install process crashes and everyone sorts through the corpses.
Having dealt directly with Bell wholesale on the number porting front, it's a helpless feeling when they are completely indifferent to the screwup they made and you have to call your customer and tell them they won't have phone service that day. No amount of yelling, screaming or pleading can solve the problem.
TekSavvy generally seems to do a decent job of being accountable to the customer. But at the end of the day, this can only go on for so long before the business model has to change. I don't know what the solution is - perhaps filing a complaint with the CRTC every time Bell/Rogers dicks them around? Bury the bureaucrats with paper until you annoy them into action? |
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Reviews:
 ·WIND Mobile
·TekSavvy Cable
·TekSavvy DSL
| said by travisc:Seems to me that the bottom line is this - if you NEED Internet on a certain date, you're taking a risk by going with TekSavvy, as they can get screwed around mercilessly by Bell and Rogers. I agree. I would go further and say it's a risk with any provider. Part of the reason I'm with TSI is that I never forgave Bell for a month long delay in my install with every other day calling getting no where.
I would however say the risks are different. The big difference is with the incumbent if you can get the attention of the right people things happen almost over night. With TSI they seem unable to leverage such contacts as it seems the contacts they do have are unsympathetic. |
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