said by JenSuisUn:Would you mind sending me a PM JenSuisUn so we can look at this situation together. I'd like to find out what happened.
Or if you'd rather post in the »/forum ··· avdirect forum we can look at things there as well.
Thanks,
Martin
Hello Martin, It seems that I can't post in Direct forum or PM you.
Thank you for your response. Unlike the OP, I don't want any financial compensation, I don't want to discourage anyone from using Teksavvy, I don't want to get anybody in trouble, and I most certainly don't want someone to lose their job or quit in frustration. I would hope that my experience could help you to better serve the needs of the customer when they call.
Perhaps I was asking for something special when I enquired about express shipping; I didn't know, I was desperate to get my internet and voip phone back. I had planned to work from home for much of the following week. On my first call on Saturday I was disconnected while on hold waiting for the CSR to find out about shipping options. Up to that point he was very helpful and sympathetic to the fact that my modem got damaged by a lightening hit and we were having a pleasant conversation; nobody was swearing or yelling at anybody. While on hold my line went silent, no music. I waited for about 15 minutes then hung up thinking that TSI might be trying to call me back. I had used the callback feature { great feature, by the way } and gave the cell number I was holding. So
Point 1... if a customer with whom you're having a pleasant conversation gets disconnected while on hold, put them back in the queue for a call-back.
On my second call on Monday morning, I was calling just to verify that the order had gone through. I was told that because of the call disconnect, the order process was cancelled. I also had to hold this time while shipping options were investigated. I was told... they don't like to do that... it will take 3 days as opposed to 3 - 5 days normal shipping. That didn't seem right to me since $30 buys you overnight delivery within Ontario. Basically the CSR, as pleasant as she may have been, and fully deserving to keep her job and even receive a raise, really had no idea how long it would take for me to receive a replacement modem. Once I had given all the details and requested the $30 express option, the CSR told me that this would be taken from the credit card on record. I asked if there even was a credit card on record; I honestly don't remember if I ever used a CC with TSI. At the beginning of the call I was asked "how do you pay for your service?" I answered "online banking". At this point I think the CSR was confused as how to handle this payment situation.
Point 2... CSRs should have better access to such information as shipping times. Also, she should have transferred me to accounting as soon as there was any question of payment method that she couldn't answer. Here was a customer willing and eager to pay, just wanted to know how.
That evening, I got the infamous e-mail....
We have received your order; thank you for thinking of us.
As stated at time of registration, we are a prepaid service and we require confirmation of payment before we can process your order.
To make an online or telephone banking payment:
...snip...
Orders are held in our system for 48 hours. After that time the order is cancelled, and the process will need to be started over.Point 3... This is not a very pleasant message; the kind that I would expect from Bell or Rogers, not from "an ISP that cares". "After that time the order is cancelled"? I really don't feel the "thank you for thinking of us" vibe of the opening statement. This was especially frustrating to receive after I had already said that my internet was down. I did the banking transaction while sitting in my car using a hot spot. My response e-mail may have hinted at my displeasure with this, and not being told this requirement on my earlier call.
I call in on Wednesday to check if the modem had been shipped. Someone has to be at home to sign for the package, so I want to get some idea of when that might be. I get a "maybe it will ship today, maybe tomorrow" response.
Point 4.. Keep better track of customer orders and know the current status.
On Thursday I finally received a confirmation e-mail for my payment. No mention of whether or not the modem was shipped, no tracking number, nothing. In contrast, I ordered some additional network gear from a small Toronto company on a Friday morning. On that same afternoon I got a shipping confirmation notice with a tracking number that I could follow online and knew exactly when to expect a package. Delivery was Monday, and the shipping cost was $9.99. Now that's service!
The modem did arrive on Friday, but honestly if it had not.. after asking my wife to stay home for 2 days and wait for a package I didn't even know when to expect, I would have stopped at the Rogers store on the way home from work and asked if I could sign up on the spot and walk out of there with a modem. That's how frustrated I was, I was willing to make a deal with the devil, ugh!
Thanks for listening Martin.
Here's something you might find interesting about the CSR / Customer relationship...
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www.cbc.ca/doczone/episo ··· ice.html