reply to ZubairAlam
Re: Intermittent Disconnection and Forever waiting time on phone I was able to reach him and open a ticket, so at least one issue in the thread is resolved! The wait times are a known issue, trust me, and they are working to resolve it as quickly as possible, some of the things they have already done:
- Implemented a new internal phone system to better meet demands
- Hired 40+ associates within a couple of months
- Implemented better performance procedures
- Increase our Social Media presence
- Implemented a new website to help us streamline processes
The issue is definitely still ongoing, but they are continuing to proactively resolve it as we speak, and the patience in the matter is beyond appreciated.
You've been around here long enough to know that TekSavvy has been trying long & hard to get the Q wait times lowered. Keeping up with the demand hasn't been easy. Were even opening a new call centre in Gatineau. We've always been transparent & have never been scared to tell you how things are.
We're sorry ZubairAlam has had issues, & we've touched based on it.
The unfortunate truth of it all, is that the Dog & Pony troubleshooting comment you had put is accurate. Yes we are truly aware of this & be it as it may, maybe not necessary that all customer should go through all this troubleshooting, but the fact remains that if we don't provide our vendors the required updated information, they deny the ticket & in return causes a snow ball affect that delays everyone involved. The worst being the customers having to then redo the troubleshooting & them being delayed for additional days.
We don't want any of our customer to be out of service for any length of time nor for any reason, but we can try to prevent useless delays from occurring.
TSI Martin (Escalations / Social Media) - TekSavvy Solutions Inc.
Authorized TSI employee ( »»TekSavvy FAQ »Official support in the forum )
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