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TSI Marc
Premium,VIP
join:2006-06-23
Chatham, ON
kudos:26
reply to Gone

Re: Differences between Teksavvy and Start

said by Gone:

said by TSI Marc:

I guess, with respect, I'd ask that ppl keep a perspective on things. From my point of view, inside looking out, it's been one hell of a ride. We're past all of that now. We're doing well. We just need to focus, to get back to what we know best, what we championed for all these years. Nothing has changed in my heart, just that it's been much more difficult for it to show as we were going through the meat grinder.

Growth can be just as much a curse as it is a blessing, particularly when it is rapid. One cannot truly understand that unless they've been through it.

Growth is a factor sure but I think it's more a matter of being a trail blazer.. nobody has gone where we are right now.. a year ago we were right to be frustrated.. now, they're much better, not perfect but better. We played a major part in that... we've gone through very real issues that others haven't and may well never have to because we did..
--
Marc - CEO/TekSavvy


rocca
Start.ca
Premium
join:2008-11-16
London, ON
kudos:23
reply to TSI Marc

said by TSI Marc:

I don't believe that's right... the IPs are assigned the very same way ours are.

Correct, we have the same DHCP setup as disaggregated.

said by TSI Marc:

In fact, ARIN just passed new policies today to accommodate this exact thing for both TPIA and ATPIA

Not quite passed yet, but looks like it will be as it has the community support. I'm here in Dallas for the ARIN meeting and was very impressed by how the community reacted to the policy proposal and our statements for support.

koreyb
Open the Canadian Market NOW

join:2005-01-08
East York, ON
Reviews:
·VMedia
·Rogers Hi-Speed
reply to DoubleEXP

Start is also a new startup with smaller customer base than TSI has, which I'm sure they will experience growing pains, the same as TSI has. They have some benefits on the cable side, only having to deal with one single interconnect point vs many points of interconnect to manage. I also feel TSI gets treated badly by BELL and ROGERS cause they dared to stand up to them.. (THANKS TSI FOR THAT BTW)

I do have to point out though, TSI needs to get the call centre issues, and customer service fall outs under control here.. Change had to happen, but right now it would appear it's a bit of a mess. When things go wrong for some customers, it's appears REALLY REALLY WRONG. I'm sure START has these issues too with some customers, but it's not making TSI look good and once a bad name is made, it's hard to shake. I can tell you that negative image is starting to show in some common foke, as I've mentioned TSI to some non-TECH types, and they have heard some bad things. This isn't good.



rocca
Start.ca
Premium
join:2008-11-16
London, ON
kudos:23

said by koreyb:

Start is also a new startup...

A small correction but we've been around since 1995. Cable is newer for us of course going back to March but we aren't a startup, just terrible at marketing apparently.

We are also working hard on the fight against the big guys. I am currently the regulatory chair of CNOC volunteering a lot of time in this journey so we have our neck in the game too. The independents have worked together over the past couple of years and has a result have recently seen some positive change in the industry.

koreyb
Open the Canadian Market NOW

join:2005-01-08
East York, ON
Reviews:
·VMedia
·Rogers Hi-Speed

said by rocca:

said by koreyb:

Start is also a new startup...

A small correction but we've been around since 1995. Cable is newer for us of course going back to March but we aren't a startup, just terrible at marketing apparently.

We are also working hard on the fight against the big guys. I am currently the regulatory chair of CNOC volunteering a lot of time in this journey so we have our neck in the game too. The independents have worked together over the past couple of years and has a result have recently seen some positive change in the industry.

I stand corrected... I only heard of your company once CABLE was offered...

As for fighting the big guys, under CNOC, you're as a group.. TSI put their own direct name on the line going on their own, which I feel has put them on the RADAR more than CNOC.. I could be wrong, but it would appear TSI is seen as more of an enemy.


elwoodblues
Elwood Blues
Premium
join:2006-08-30
Somewhere in
kudos:2

??? Teksavvy (at least the grossly outdated sites does) shows TSI as a member.



TSI Marc
Premium,VIP
join:2006-06-23
Chatham, ON
kudos:26
reply to rocca

Ah, ok, Gabe sent me a quick note to tell me it had passed...
--
Marc - CEO/TekSavvy



rocca
Start.ca
Premium
join:2008-11-16
London, ON
kudos:23

said by TSI Marc:

Ah, ok, Gabe sent me a quick note to tell me it had passed...

The vote in the room is a "straw poll" which is taken into consideration by the Advisory Council. It's likely to receive recommendation from them based on the community support shown today. From here it goes to "last call" and once the AC is content then it goes to the Board for approval. It looks well on it's way and not likely to have any troubles at this point but will take a couple months until it's in effect.


TSI Marc
Premium,VIP
join:2006-06-23
Chatham, ON
kudos:26
reply to koreyb

said by koreyb:

Start is also a new startup with smaller customer base than TSI has, which I'm sure they will experience growing pains, the same as TSI has. They have some benefits on the cable side, only having to deal with one single interconnect point vs many points of interconnect to manage. I also feel TSI gets treated badly by BELL and ROGERS cause they dared to stand up to them.. (THANKS TSI FOR THAT BTW)

I do have to point out though, TSI needs to get the call centre issues, and customer service fall outs under control here.. Change had to happen, but right now it would appear it's a bit of a mess. When things go wrong for some customers, it's appears REALLY REALLY WRONG. I'm sure START has these issues too with some customers, but it's not making TSI look good and once a bad name is made, it's hard to shake. I can tell you that negative image is starting to show in some common foke, as I've mentioned TSI to some non-TECH types, and they have heard some bad things. This isn't good.

I totally agree. But these issues are not independent of each other... Last year when the DHCP issues we opened up something like a thousand tickets... People were offline for weeks. Some of your reference that today as a primary reason for switching away. Well, that did more than piss you guys off... We hand to handle that extra call load and follow up and emails and all sorts of stuff... How the heck can we staff properly for that? This month we opened up more than 650 DHCP tickets again... We thought wait times would be completely fixed right now, they're better than two months ago but they are still there even though I said on here that it would be fixed...

So... Now we're in the process of opening a second office in Gatineau to staff bilingual techs with the objective to just load way up on techs so that no matter what we can handle the extra volume. Up until now we had trained CSR'S to take some tech calls to prop up the TSR's when needed but then that results in comments that our tech support completely sucks if it happens to be a really savvy customer with a csr who's doing their best to try to help but naturally they're not technical, no matter how much we train them, so it results in a nasty post about how we don't know what we're doing... Mean while our techs very much know what they're doing but we had to add hybrids to the mix to accommodate... So then this leads to a sense that everything has gone for a shit but it really hasn't and we have thousands more people who don't have problems but the squeaky wheel gets the attention.

At the end of the year last year, we decided to go gang busters and just hire more people than we needed knowing that with the growth it would eventually add up.. Then the DHCP and captaincy issues happened and had to put stop sells and it resulted in having to lay those people off.. So that's a ton of wasted resources and lost experience.. The plan was that by this peak season they would have had a years worth of training and we'd be golden... Basically trying to get ahead of the skill gap as a result of the vacuum that gets created when you dilute the corporate knowledge pool so much so quickly..

It's not for lack of trying to get on top of it.. It's not for lack of caring.. Combine that with all these other issues.. It's made it more difficult.

The wait times I think are the number one issue that really causes everything else to snowball. If at least communication stays high while these issues happen, it makes all the difference. It really leaves people feeling like we're part of the problem even though they're offline due to something else completely... You never read that our staff wasn't polite or didn't try to help... You always read that the wait times are long.. Our support sucks because wait times are long. Instead of 'your wait times suck'... Support once I got it, from the people who were intended to take support calls was great, but I can't say that now because I'm too pissed for waiting on hold with that shitty music..

Overall, I feel that the area that we've been the most guilty is simply a lack of focus on the small stuff. We've focused so strongly on all the big problems we were faced with, now those are largely out of the way and properly dealt with. Now it's time to focus on the small stuff, really amp that up and that's what I'm saying we've started to do these last few weeks, that's the stuff I really love and that's the place where I really know how to do that. All I can really say is to stay tuned, I'm bringing it. I think we've learnt a great deal from all of this and now we're in the process of implementing it all and really working with our managers.. Our vendors... Our customers.. To iron out the kinks, I honestly think we're not that far off once the wait times are solved. It may not look like it to some but we have come a long way since last year.. This time last year I'd say was the absolute low point for a number of reasons. It's been getting better since then...

...just random thoughts, I feel regardless like even with frustration, most of you just want us to succeed, I appreciate that and in return, I'm trying to own up, but I do need help. I can't do it alone. We all need to work together and I'm even including people like Pete in there who do great work and together we're slowly changing Canada for the better.
--
Marc - CEO/TekSavvy


TSI Marc
Premium,VIP
join:2006-06-23
Chatham, ON
kudos:26
reply to rocca

Cool right that's what I was told that it would take a few months... Just about when they run out of IPs.. Hehe
--
Marc - CEO/TekSavvy



elwoodblues
Elwood Blues
Premium
join:2006-08-30
Somewhere in
kudos:2
reply to TSI Marc

I think the biggest issue you have Marc, is you give a shit and take pride in the business.



TSI Marc
Premium,VIP
join:2006-06-23
Chatham, ON
kudos:26
reply to koreyb

said by koreyb:

said by rocca:

said by koreyb:

Start is also a new startup...

A small correction but we've been around since 1995. Cable is newer for us of course going back to March but we aren't a startup, just terrible at marketing apparently.

We are also working hard on the fight against the big guys. I am currently the regulatory chair of CNOC volunteering a lot of time in this journey so we have our neck in the game too. The independents have worked together over the past couple of years and has a result have recently seen some positive change in the industry.

I stand corrected... I only heard of your company once CABLE was offered...

As for fighting the big guys, under CNOC, you're as a group.. TSI put their own direct name on the line going on their own, which I feel has put them on the RADAR more than CNOC.. I could be wrong, but it would appear TSI is seen as more of an enemy.

I think that TekSavvy had been very vocal for many years before CNOC existed. We had the size and we aren't afraid to speak our minds even before social media really took hold. Now, it seems that everybody sees this as simple as breathing air with things like twitter and Facebook... This wasn't so 5 years ago. We saw the problem and saw how we could change it early on and we just didn't quit.

We were happy to just keep delivering great internet with great service, we generally care and so thats really what led us to be so vocal. it was just wrong and it was really obvious to us just how much it was. So after blowing our brains out fighting on our own for a couple years, it became very obvious that we needed help, it was truly sucking the life out of us. That's when we started looking around to drum up support to start CNOC and by then many others were more than eager to help. I don't want to seem like I'm trying to take credit but I think it's fair to say that TekSavvy had a big part to play in getting CNOC setup... By then Rocky had made it his mission.. I think he did a great job too. To some extent, we gave up our voice in order to help prop up or defer to CNOC.. And we were happy to because at that point it had totally consumed every resource we had both financially and our own time.. And our customer service was suffering for it... That's when the slide started to happen in my view...

Since then CNOC has played a major role in fighting at the CRTC.. We would have been completely crushed under the pressure that has since been unleashed by the incumbents. The amount of files open at the CRTC now is staggering. I remember thinking that the 261 was huge.. And it was.. But now it's like 5 of those going on in parallel. So yeah, we're a major member of CNOC, we're a platinum sponsor at the ISP Summit in Toronto in a week or so.. Big fan, we'll be a member for a long time that's for sure. Others should join too, we need the help. Pete is doing great work and so are others, it's not easy work I know that first hand. At some point Pete will want to slow down too.. We'll need help...

So yeah, I don't one bit feel like we're seen as the enemy.. Maybe we are but I think it's more like friendly competition knowing that to some degree we're all in this together. There's a ton of knowledge between us all, it's pretty cool. A bunch of ultra nerds fighting the establishment.
--
Marc - CEO/TekSavvy


TSI Marc
Premium,VIP
join:2006-06-23
Chatham, ON
kudos:26
reply to elwoodblues

said by elwoodblues:

I think the biggest issue you have Marc, is you give a shit and take pride in the business.

I'm a gluten for punishment that's for sure! I feel like most days on here I'm making an ass of myself..

I do care and I do have pride and you'd better have both barrels ready for me if you're planning on challenging me on that.
--
Marc - CEO/TekSavvy


My2CentsST

@start.ca
reply to koreyb

said by koreyb:

I also feel TSI gets treated badly by BELL and ROGERS cause they dared to stand up to them..

Agreed! Which is why I started in an previous e-mail that whether people choose Start or Teksavvy and leave Bell/Rogers, it's a great choice! We, as the consumers, need to teach Bell/Rogers a lesson and the best way to do that is to speak with our wallets.


TSI Marc
Premium,VIP
join:2006-06-23
Chatham, ON
kudos:26

Looks like one less proceeding - »CRTC Transparency: Great step in the right direction for UBB

I'm starting to like this new chair.
--
Marc - CEO/TekSavvy


Dunlop

join:2011-07-13
kudos:2
Reviews:
·Bell Fibe
·ELECTRONICBOX

said by TSI Marc:

Looks like one less proceeding - »CRTC Transparency: Great step in the right direction for UBB

I'm starting to like this new chair.

That's awesome. Thanks to you guys I have reasonably priced internet in Quebec, now someone needs to end the madness of our cellular rates!

lawrence171
Evilly Yours - Evilness

join:2001-12-24
Canada
reply to Gone

You really have Bell/Telus/Rogers/Primus...etc. to blame for this sort of customer behavior.
--
What I used to be I no longer am... God, why can't you freeze time for my sake?