Teksavvy Installation Nightmare - Letter to CEO (Followup) - TekSavvy

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Simpletwist @ottawahospital.on.ca	Teksavvy Installation Nightmare - Letter to CEO (Followup) To: Marc Gaudrault Subject: Re: Resolution Hey Marc Thanks I'm happy to be back online and thanks again for the personal attention you've given this issue, I think it really shows a lot of character on your part and a willingness to get to the bottom of the issues that are affecting your customers. For starters lets just agree to disagree on the Mac thing, he was yelling but I certainly provoked him and lets leave it at that. As for my beef with having my service cancelled I think you're confused. I will be forwarding you the two cancellation of service emails I received from Teksavvy telling me my service had been cut without my permission to prove to you that this actually happened. You bet your ass that this happened I had to have it turned back on, all of this should be in the notes, this a massive violation so perhaps they hid it from you but they can't recall the automated emails that were sent. Perhaps you should be reading a little bit more into it and actually investigate my claims before dismissing them I get that your powerless against Rogers in these matters and you're just trying to do your best against huge odds but your CSR's aren't the powerless ones in these situations, your customers are... and judging by that thread we're all getting pretty sick of the attitude of your compassionless staff in these powerless situations. I'll take your two months and shut my mouth but I also want my $65 move fee credited back to me as well, I refuse to pay for what I was put through. I still love the service but only because of the lack of throttle. I've probably sent over a dozen people to sign up for your service over the past year, I won't be doing that anymore Good Luck, keep fighting against the big guys but don't do it at the sacrifice of what got you here. ------------------------------------------- On Fri, Sep 21, 2012 at 10:16 AM, Marc Gaudrault wrote: I looked into the two cancelation emails you forwarded, odd that the timestamp was missing. Those were sent at these times: sept 8 2012 9:49:37 am sept 8 2012 09:50:19 am Those were put through as a result of you calling back an hour later and speaking to a different agent that Saturday morning. The move fee is a straight pass through, we don’t make any money on it. My offer stands as is. Regards, Marc ------------------------------------------------------ So what happened to " With me looking into this so closely, you can bet your ass that nobody in the office would have dared to do something like that… I was all over it. Thinking that maybe your reading too much into this one little bit. " lol what a joke! First you have the nerve to insult me saying I'm reading too much into it, so then after I offer you indisputable proof that your staff is a bunch of vindictive hostile assholes you throw out a veiled jab at my honesty and offer an excuse that makes zero sense. I'll take your 2 months and then, when I cancel my service when I'm done with you, I'll make sure to leave owing $65. Enjoy some more bad press Thanks for nothing Bellsavvy -------------------------------------------- Figured you guys might want some closure on this. Marc had asked me to keep it offline to not fuel the fire but his last email was basically such a big fuck you I figured everyone should see it.
	to forum · permalink · 2012-09-21 11:03:21 ·
TSI Marc Premium,VIP join:2006-06-23 Chatham, ON kudos:14 4 edits	Here's the full dialogue. *************************** received: Fri 09/21/2012 10:57 AM So what happened to " With me looking into this so closely, you can bet your ass that nobody in the office would have dared to do something like that… I was all over it. Thinking that maybe your reading too much into this one little bit. " lol what a joke! First you have the nerve to insult me saying I'm reading too much into it, so then after I offer you indisputable proof that your staff is a bunch of vindictive little assholes you throw out a veiled jab at my honesty and offer an excuse that makes zero sense. I'll take your 2 months and then, when I cancel my service when I'm done with you, I'll make sure to leave owing $65. Enjoy some more bad press Thanks for nothing Bellsavvy *************************** On Fri, Sep 21, 2012 at 10:16 AM, Marc Gaudrault wrote: removed name, I looked into the two cancelation emails you forwarded, odd that the timestamp was missing. Those were sent at these times: sept 8 2012 9:49:37 am sept 8 2012 09:50:19 am Those were put through as a result of you calling back an hour later and speaking to a different agent that Saturday morning. The move fee is a straight pass through, we don’t make any money on it. My offer stands as is. Regards, Marc ***************************** received: Tue 09/18/2012 9:48 AM To: Marc Gaudrault Subject: Re: Resolution Hey Marc Thanks I'm happy to be back online and thanks again for the personal attention you've given this issue, I think it really shows a lot of character on your part and a willingness to get to the bottom of the issues that are affecting your customers. For starters lets just agree to disagree on the Mac thing, he was yelling but I certainly provoked him and lets leave it at that. As for my beef with having my service cancelled I think you're confused. I will be forwarding you the two cancellation of service emails I received from Teksavvy telling me my service had been cut without my permission to prove to you that this actually happened. You bet your ass that this happened I had to have it turned back on, all of this should be in the notes, this a massive violation so perhaps they hid it from you but they can't recall the automated emails that were sent. Perhaps you should be reading a little bit more into it and actually investigate my claims before dismissing them I get that your powerless against Rogers in these matters and you're just trying to do your best against huge odds but your CSR's aren't the powerless ones in these situations, your customers are... and judging by that thread we're all getting pretty sick of the attitude of your compassionless staff in these powerless situations. I'll take your two months and shut my mouth but I also want my $65 move fee credited back to me as well, I refuse to pay for what I was put through. I still love the service but only because of the lack of throttle. I've probably sent over a dozen people to sign up for your service over the past year, I won't be doing that anymore Good Luck, keep fighting against the big guys but don't do it at the sacrifice of what got you here. Sincerely removed name ***************************** On Sat, Sep 15, 2012 at 3:00 PM, Marc Gaudrault wrote: Thanks for the reply. I’m happy to hear that you’re back online. For the Mac thing.. From my point of view, Mac did he job correctly and he was even in ahead of his shift to help out. He is a big guy with a loud voice and he does talk fast with an accent but that’s just how he talks.. that’s his normal.. he’s the one who caught what had happened with your order and initiated the proper sequence to fix everything... I’m good to just let that one go if you are. Sounds like it was just a bad day all around. For the cancel part. I’m not sure what you mean.. I’m thinking that maybe this wasn’t explained properly or something. When we went back to Rogers to correct it.. they told us to cancel everything and re-signup everything new again. It’s just the technical means needed to navigate Rogers, uh, not so smart, system to get things done. With me looking into this so closely, you can bet your ass that nobody in the office would have dared to do something like that… I was all over it. Thinking that maybe your reading too much into this one little bit. All around though dude, I’m on your side. The whole of it, regardless of those details above, is in your favor and I’m working hard to try to improve on those fronts.. it’s frustrating for everybody having to work with an incumbent like that. Our staff feel a bit powerless too at times so they too get frustrated… I try to cut them a bit of slack knowing this but nobody is perfect. Anyway. For compensation.. I’m good to throw in a couple more weeks past the 6 weeks already offered so 8 weeks or two months considering the headache you went through the first time around.. this is way more than we do in any case and pretty much we’ll never make any money on you but that’s ok.. sometimes it takes these cases to find bigger problems. Our margins are very slim and the lion’s share of your money still goes to rogers.. let me know what you think. p.s. let’s leave this offline, no need to keep fuelling the fire. Regards, Marc -- Marc - CEO/TekSavvy
	to forum · permalink · 2012-09-21 11:12:17 ·
TSI Marc Premium,VIP join:2006-06-23 Chatham, ON kudos:14 2 edits	reply to Simpletwist Re: Teksavvy Installation Nightmare - Letter to CEO (Followup) The OP is essentially trying to get Mac fired still. He sent two emails that our system sends automatically: here is exactly what the OP sent me: ************ ---------- Forwarded message ---------- From: Date: 2012/9/8 there should be a time stamp here** Subject: OID- To: removed Cc: SentNotifications@teksavvy.com Your cancellation for your rCable has been processed as requested for 9/8/2012. Your cancellation number is: removed. *************************************************************************** Votre annulation pour le service de rCable a été traitée pour 9/8/2012. Votre numéro d'annulation est: removed. ************** Notice how the time stamp is removed. I looked up the header information in our mail subsystem. I can't see any email but I can see times of when emails are sent... The timing was an hour later (sept 8 2012 9:49:37 am). IMHO the OP is trying/thinks Mac is doing things he shouldn't. He wasn't. Of course, when I wrote my email. It was more than a week later. and all these events happened on Sat the 8th. I thought he was saying that once I had gotten on the case still somebody had done something. I didn't know about any of this until much later. So the sequence, the timeline doesn't hold any water. ********** here is Mac's internal note from that day(nobody has the ability to change this in our system, so this is moments after he hung up with the OP): 9/8/2012 8:37:26 AM mac cx stating that tec is at his location but his work order state that address should be 17-TPIA Avenue.spoke to rogers tec and he won't activated service as he has wrong address.advise cx that i will reschedule for tomorrow morning as it's only 8am,cx ask me to go F* my self.give the phone to agent and advise him if require he can transfer me the call as escalation,cx won't get off the phone. agent came back and state that and state that cx wan't to speak to me.took the call. cx start swearing at me from the beginning of the call.give a warning to cx,but understand cx frustration,advise cx that i will reschedule for 3 date(9-10-11) cx requested to speak to my boss,only one on tghe floor right now,advise cx to call back if he wan't.cx state that he won't get off the phone until i m fire because i can't send a tec out there the next 2 hour,state also that i m an idiot.finally disconnect the call that was too much.reschedule anyway for the next 3 days.cx want me to give him 6 month free(or free month not sure) and waive his activation date.advise him thta doesn't gonna happen. OP called in a couple more times look at the timestamps: 9/8/2012 11:02:33 AM 3rd agent Cx called in regarding cancellation on his account Cx says the cancellation was put through without his permission Read agents notes to cx, and cx says he never agreed to the cancellation Called HD, James lifted cancellation for me Cx also wanted to let us know that timeframes will be Sunday 8-11 Monday 8-11 Tuesday 11-2 Additional Note 9/8/2012 11:02:58 AM 3rd agent Cx also wanted a number for our headoffices advised this is the head office and to call our 1877 number if he has any problems 9/8/2012 9:35:53 AM other agent cx ci to have his address updated and have the install rescheduled. read over mac's notes and was able to see we were offering to schedule 3 days away, which is faster than what I was going to tell him, 5 days. asked cx if 3 days away would be okay, he said no it wasn't advised him that was the soonest we could get it as per a SRA's notes. he saw it wasn't good enough, asked if there was anything else I could do for him today. he told me to have his service cancelled. advised i'd need to place him on a brief hold to call the cancellation dept. he said okay. remembered retentions isn't open today. went back to advise I would process the cancellation. no longer on the line. processed cancellation as per cx's request. Additional Note 9/8/2012 9:47:49 AM other agent cx ci to cancel. Reason: Dissatisfied with support/changing provider Details: cx's info was mixed up during move, service was not installed at the correct time. HD Mac offered to get him active as early as 3 days out. cx refused. called back and got me, I advised the same thing. he no longer wants our service. -- Marc - CEO/TekSavvy
	to forum · permalink · 2012-09-21 11:37:02 ·
TSI Marc Premium,VIP join:2006-06-23 Chatham, ON kudos:14	reply to Simpletwist My parting thoughts are that whatever sympathy I had for the OP have come and gone. We've been trying to do our best to make a crappy situation, which was largely handled properly on our end, into a happy ending but clearly this customer is unreasonable. What's worse is that Mac is from Africa. He had been a great employee for a couple years. Feeling persecuted from all of this, has resigned. Congrats OP. Looks like you got what you wanted. -- Marc - CEO/TekSavvy
	to forum · permalink · 2012-09-21 11:46:33 ·
Mike2009 join:2009-01-13 Ottawa, ON kudos:3	Marc, you're being way too nice. If this guy was treating my employees like that I'd tell him where to go. It's nice when all the details come out.
	to forum · permalink · 2012-09-21 12:00:55 ·
dillyhammer A. Good. Start. Premium,MVM join:2010-01-09 Hamilton, ON kudos:9 Reviews: ·Start Communicat.. ·Cogeco Cable ·TekSavvy DSL ·Caneris	reply to TSI Marc Re: Teksavvy Installation Nightmare - Letter to CEO (Followup) I'm with Mike2009. Way too nice. I would have cut the OP's service at the first sign of abuse like that... adios. Sue me. In the meantime, maybe something can be done with Mac... modest raise, lap dance, I dunno. Shame that happened. Mike -- Cogeco - The New UBB Devil -»[Burloak] Usage Based Billing Nightmare Cogeco UBB, No Modem Required - »[Niagara] 40gb of "usage" while the modem is unplugged
	to forum · permalink · 2012-09-21 12:05:39 ·
Simpletwist @ottawahospital.on.ca	reply to TSI Marc LOL thanks Marc I was going to include that but I thought your pathetic defense of your abusive CSR and you begging to keep it offline made you look too bad so I omitted it. I just want everyone to see what happens if you have a legitimate issue with Teksavvy not only do you get screamed at by CSR's, and fucked over in a every conceivable way you then get the joy of getting in a pissing match with the CEO, all because you dare to have the nerve to exercise your consumer rights and share it with your fellow consumers. Only then to get your personal information put online (including name and address) I'm done with this shit Marc, you obviously don't care about your customers. I'm lodging a formal complaint with the CRTC/BBB and checking in with my friends at Industry Canada. Someone has to give a shit about this, that could have been you.
	to forum · permalink · 2012-09-21 12:09:17 ·
uhoh @ip-142-4-212.net	reply to TSI Marc I guess the customer isn't always right. Nice to see both sides of the story.
	to forum · permalink · 2012-09-21 12:12:48 ·
mr_hexen join:2007-08-02 Brampton, ON	you asked to cancel, you admitted it! hanging up isn't code for "i changed my mind". Now get back to work, stop wasting tax payers dollars at the hospital!
	to forum · permalink · 2012-09-21 12:17:36 ·
TSI Marc Premium,VIP join:2006-06-23 Chatham, ON kudos:14	reply to Simpletwist Would you like me to cancel your service? with or without the 8 week credit? no personal information is posted. I'm simply defending our good name and addressing the issues you raised. -- Marc - CEO/TekSavvy
	to forum · permalink · 2012-09-21 12:17:52 ·
sbrook Premium,Mod join:2001-12-14 Ottawa kudos:4 Reviews: ·TekSavvy Cable	reply to Simpletwist Simpletwist ... It appears that you chose to hang some laundry on the line that was supposedly dirtied by TekSavvy. Is it any wonder that TekSavvy wants to present a clear and accurate record from its perspective? Judging by your level of behaviour with TekSavvy's customer service both on a personal level and on a professional level demanding them to do something that they cannot do (getting a tech to you within 2 hours), it lends a lot more credence to TSI's rendering of the events and you dirtied the laundry mostly yourself and are trying to blame TSI. Yes, for a short time first names were revealed, but that was corrected. There is nothing here for CRTC/CCTS/IC to investigate. The words all speak for themselves. Whilst a mistake had been made, TSI did their best to try to correct it, and you have been nothing short of totally unreasonable since. As to the BBB ... while TSI is a member of the SW Ontario equivalent of the BBB, the BBBs are of hardly any significance any more. I don't know of many people who would go to a BBB to check out a company any more, except maybe a builder or plumber, and even then the results of the check aren't worth very much. I do feel sorry for Mac, having been on the receiving end of customer abuse on the phone myself. It's hard to pick up that phone after events like this. What astonishes me is that people get on the end of a phone or end of an internet line and end up finding all manner of bravado that they'd never have in person. Whilst you had a legitimate issue, you turned it into something that goes well beyond reason. What you don't realize is that even if you had gone direct to Rogers, they still wouldn't have fixed the issue on the spot ... it would go to accounts and sales and eventually they'd dispatch somebody ... probably the next day at the earliest. And they wouldn't attempt to ameliorate things here online ... they'd do it in the dark.
	to forum · permalink · 2012-09-21 12:43:50 ·
TSI Marc Premium,VIP join:2006-06-23 Chatham, ON kudos:14	reply to TSI Marc sigh very frustrating. ...to recap. the OP is online at this point. Unless he asks otherwise it will remain so. I'm unsure if he wants the 8 weeks or not. I'll wait to hear back. -- Marc - CEO/TekSavvy
	to forum · permalink · 2012-09-21 12:49:26 ·
mr_hexen join:2007-08-02 Brampton, ON	Marc, my next invoice payment will have an extra $1.60, make sure Mac gets a coffee
	to forum · permalink · 2012-09-21 12:58:45 ·
Ree join:2007-04-29 h0h0h0	reply to Simpletwist Feel bad for Mac...this is absolutely an example of when customers should be fired.
	to forum · permalink · 2012-09-21 12:59:29 ·
fluffybunny @teksavvy.com	reply to TSI Marc Re: Teksavvy Installation Nightmare - Letter to CEO (Followup) i would have just cancelled him. he disagreed with your offer and raised you as counteroffer which you were unwilling to accept. so simply cancel his account and move on. youre unlikely to get anything other than bad press from him at this point. its a lost cause dealing with unreasonable people.
	to forum · permalink · 2012-09-21 13:37:08 ·
Teddy Boom k kudos Received join:2007-01-29 Toronto, ON kudos:5	reply to Ree said by Ree: Feel bad for Mac...this is absolutely an example of when customers should be fired. It sure is an ugly situation, and I don't have any sympathy for the way Simpletwist is handling this, but I understand why customers can get like that. Modern telephone support systems make people feel generic-industrialized-dehumanized.. On top of that general problem, the absurdities of working with the incumbents in this regulatory environment.. Even I can't stay fully on top of what Teksavvy (or the incumbent via Teksavvy) can or can't do for customers at any given time, and that's my job. The thing is, you do have to be very very careful about firing customers... One guy in Belleville ordered Cable from me a couple of years ago. Turned out it wasn't available, the postal code database was in error. He was quite angry about it, although always civil. I was patient and explained what I could do for him and what simply wasn't possible and so on, but I thought for sure this is a customer that isn't worth the hassle. All of a sudden in the last 6 months he has brought me about 4 new accounts. 4 accounts is great for me, but this isn't just a self interest thing. The reason he got angry was he felt mislead and powerless. Partly the semi-automated customer service system at Teksavvy, partly the absurdity of the regulated competition system. Once he understood a little better how things work, he learned that he could get a lot of what he needed after all. So ya, definitely a point when you have to fire a customer, but customers are constantly surprising -- electronicsguru.ca/for_sale/Cablemodems
	to forum · permalink · 2012-09-21 13:46:40 ·
Jaxom join:2012-03-10 East York, ON	reply to Simpletwist You can't please every angry psychotic customer. I have been with Teksavvy for many years and I will always gladly tell friends about them. Best ISP hands down. Mac come back to us!
	to forum · permalink · 2012-09-21 13:47:13 ·

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Teksavvy Installation Nightmare - Letter to CEO (Followup)

Re: Teksavvy Installation Nightmare - Letter to CEO (Followup)

Re: Teksavvy Installation Nightmare - Letter to CEO (Followup)

Re: Teksavvy Installation Nightmare - Letter to CEO (Followup)