O Canada! > Canadian > TekSavvy > Teksavvy Installation Nightmare - Letter to CEO (Followup)

Sorry but I am on Marc and TSI's side, I agree that no what they did the customer wouldn't have been satisfied. He keeps pushing and pushing for more after he has agreed not to ask for more. He obviously has more issues than just no internet connection. I would like to see him try and resolve the same situation if he were with Bell or Rogers, they would totally crush his complaints and not give him any compensation.

I've had trouble with installations with TekSavvy far far worse than the OP ever did, with far more downtime. You'd have to ask Rick, but I recall my initial install taking a month or more. Since then, I've personally gone through five TekSavvy installations (initial ADSL, second ADSL, experimental TPIA, initial VDSL2, second VDSL2). I even acted as a guinea pig for the TPIA service in Quebec, basically volunteering to subject myself to what was guaranteed to be a problem installation with all the effort on my part that entailed (and it did, multiple Videotron visits and a whole bunch of calls to get the issues resolved and the procedures ironed out). On top of all that, I've had more instances of my phone line getting cut than I can remember, and not every time was TekSavvy's handling of that perfect (in terms of following up, mainly).

On the whole, I think I've accumulated an order of magnitude more justification than the OP to be upset with TekSavvy. But you know what? Not only do I have a good relationship with the ISP on a personal level, I also do on a professional level, when it comes to stuff like MLPPP or CapSavvy. And do you know why that is? Because when something goes wrong, as frustrated as I get, I always treat customer service reps with respect and politeness. So even when I get the short end of the stick on something, the company I'm dealing with is still willing to deal with me on at worse a neutral basis.

You know something else? You're way more likely to get the compensation you're asking for (or closer to what you're asking for) for a problem when you're nice and polite to people. Because a customer service rep dealing with a nice and polite customer is going to be a lot more willing to help them out, and the customer will feel a lot better about the whole exchange even if they don't get what they want.

I don't manage to keep vitriol out of many other parts of my life (I've got a short temper), but dealing with customer service reps is one place I really make an extra effort for, and have succeeded, and it pays off. I don't think I've ever yelled at or swore at a CSR in my life.

I'll say it again, no sides to take. This is not a battle, just a dispute gone wrong from a customer that was previously irritated by TSI a year ago.

Fuck it, I'm keeping my service and shutting my mouth, I need the internet for work and I just completely give up

To Marc:

As i've said over the years on here I run a medium sized business and I've been in business for 16 years. I enjoy each customer on board as i love what i do but i've cancelled customers accounts due to abuse in helpdesk tickets/telephone support.

We usually refund unused portion of what they've paid and cut our losses.

I'd have cancelled and not given the option for them to stay. Sorry OP.

That said, you're going to run in to a huge problem because of what was announced you did for him that was ABOVE AND BEYOND. Other's are going to expect the same thing :s

TX, do you consider persistant calling to get "things" done right as "abusing"? In a demanding world like ours, how do you expect customers to keep silent if they do not get what they pay for?!!!

1 line summary: Simpletwist, you are an idiot!

Other times we have customers who due to this "outage/dns issue" will threaten since my reps in tickets use first names with first letter of their last name in their signature (their choice how they do their signature) and our reps are harassed and it goes to far where as an issue is escalated to me and at times i'll decide to call up a customer to work things out and other times if it's bad enough i say, no way and like Marc, stand behind my staff.

In my opinion ... you don't needs ones like that anyway - cant make them happy no matter what you do.