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Dunlop

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

Re: Teksavvy sucks

said by hm :

said by Dunlop:

Any particular reason outside of the inflammatory title that this thread is getting bumped?

Two sides to the coin.

If people can only try and shut others up and show only one side, what good is a forum? Better of to create only a webpage saying TSI is god. Rest be damned.

I'm saying start a new thread with issues and not piggyback off of this one because it is fun causing drama. Nobody is asking anyone to shut up.

TSI has been extremely open with this particular thread


TOPDAWG
Premium
join:2005-04-27
Midland, ON
kudos:3
reply to dfs4

I don't know the OP but the idea he is using someone makes no sense to me. Maybe in the past tek was a bad experience but he hoped it changed and tried again. I've done that before.

what would he get out of using tek?


scorpido
Premium
join:2009-11-02
New Hamburg, ON
kudos:1

Good question, how does the customer get any benefit from ordering then cancelling?



Upsidedown

@utoronto.ca
reply to TOPDAWG

+1, if he cancelled AFTER the service was installed and demanded the refund, then he'd be using Tek (say, to condition his copper) and abusing the company.

Demanding refund post bad install cant be classified as abuse, its quite a leap to conclude that. Nor did Marc provide a reason for why the OP cancelled last time and thus assuming abuse is just also quite a leap. So this "pattern of abuse" doesn't really hold up.

Although, I do find Marc's strategy/approach quite interesting. Quite... Lawyer-esque...



TSI Marc
Premium,VIP
join:2006-06-23
Chatham, ON
kudos:28

Lawyer-esque?

LOL... lawyers would advise me to stay very far away from this place.

I just haven't listened to all of the calls myself yet.. this is the run down to date:

Timetable
11/1/2012 Order Placed
11/7/2012 Order Confirmed for 11/10/2012
11/8/2012 Customer called in to confirm appointment
11/10/2012 Customer calls in to advise that the Telco room is locked. Will need to be rescheduled
11/10/2012 Order Rescheduled
11/12/2012 Reschedule Confirmed for 11/13/2012
11/12/2012 Customer wants to cancel. Advised that if he cancels now, no refund
11/14/2012 Order Cancelled

waiting to confirm that the install was done on the 13th...

I just got a copy of the initial call to listen too right now but I don't have time to listen to it today.

I'm also asking my team to contact CCTS to get their opinion.

If there's something to learn here.. I'm game to chase it down. What I've seen so far and the last call from the 12th that I listened to.. tells me this is a case where a retention team from an incumbent offered an attractive deal and as a result we're on the hook for costs.. the OP called back two days later and the day prior to the install to cancel.. plus the prior history and the fact that we've already extended good will the first go around..

It's all fine to take the other deal.. we just shouldn't be on the hook for the change of mind.
--
Marc - CEO/TekSavvy


MFido

join:2012-10-19
kudos:2

Totally agree with you Marc.

For the others who are "the forum's smarts" hiding after an anonymous name ... let them run their own business and eat the "cost of doing business" with customers changing their minds ...


MaynardKrebs
Heave Steve, for the good of the country
Premium
join:2009-06-17
kudos:4

1 edit
reply to hm

said by hm :

[

CNOC seems reactionary only. Like firemen only reacting to put out fires instead of being on the ball to prevent them. I don't think I care much for CNOC. I find them sitting on their asses doing nothing and only reacting.

Pretty much.
The CRTC is currently soliciting opinions for a cellular "code of conduct".

In a similar vein, CNOC should be WRITING their own suggested "code of conduct" for incumbents and present that to the CRTC for comments from the CRTC and incumbents. Maybe then the crap can stop.

Maybe #1 on the list should be:

1a) The instant an order comes in from an ISP to 'port' DSL service from a WTN or dry loop, the losing ISP is enjoined from soliciting the customer for 'win-back' for a period of 1 year. This includes offering discounts and inducements on any other services offered by the losing ISP.
1b) Failure of either ISP to do so results in a penalty of $x, payable to the other ISP.
1c) If the customer rescinds the port prior to installation/cutover date, the retaining ISP is responsible to all costs incurred by the ISP who has just lost the business, to a maximum of the tariffed (or otherwise) fee for installation.
1d) Accounts for all matter above are to be settled monthly on a net basis between the parties. Failure to do so will result in a 10% penalty added to the GROSS (before netting) amount payable by the offending party.
Expand your moderator at work


nothing

@videotron.ca
reply to Upsidedown

Re: Teksavvy sucks

said by TOPDAWG:

what would he get out of using tek?

Nothing. Not even a so called "line condition". People can only pull this with Bell, as detailed here: »Re: Teksavvy sucks

This does *not* apply to cable. And this person ordered cable to my understanding.

So there is really no motive.

HeadSpinning
MNSi Internet

join:2005-05-29
Windsor, ON
kudos:5
reply to scorpido

said by scorpido:

@Headspinning

With regards to yours I wouldn't provide a refund as it was clear the customer was just screwing around.

We never collected a dime from the customer. That was supposed to happen at the install.
--
MNSi Internet - »www.mnsi.net


hm

@videotron.ca
reply to MaynardKrebs

In addition to the post that hasn't showed yet (if it does??), something else strikes me as odd about teksavvy

If we review the link here, »Teksavvy - What the hell has happened to you guys?, where this guy was also told he wouldn't get a refund (yet they gave it to him as we read further down), a couple of distinct observations can be concluded by comparing these two situations.

A) Techsavvy does not treat people equally. Someone sits ther and actually says no soup for you, even if the situations are exactly the same.

B) If the person in the referenced link ever decides to once again try techsavvy a few years down the road, it seems techsavvy keeps a "black list" file on you and if the same situation occurs, they won't give your money back.

C) It has become very evident that unless you call billing (to be seen yet), or post a bad review, or make a topic that causes fanbois to bunch their panties, Standard Operating Procedures (SOP's) at techsavvy is to deny a refund across the board, with only certain people authorized to even say you can get your money back. This would appear to be a couple of the TSI employee's who work the forums and maybe (we don't know yet) billing.

I'm curious if TSI billing has also refused people a refund so we can draw a clear line here.

Kind of strange that TSI keep a sort of black list on people and keeps information on people who never had the service (or keeps certain information like this after 6 months to a year).

Some very strange things are showing here.

Expand your moderator at work


TSI Pierre
Baby, Wanna see what 300Gigs looks like?
Premium
join:2011-09-23
Chatham, ON
reply to hm

Re: Teksavvy sucks

A) Situation was not exactly the same, the Tech did show up to the residence, the problem is there was no access to the telco room.

B) Customer did the exact same thing in the past... why? what's the reason to sign up and then cancel a week later? what's the motive?

C) We do ask that you let us trouble shoot your connection and see if we can get you up and running. We have costs and we have deadlines as well as to when we can cancel and not get charged. We simply try and be fair...
--
TSI Pierre - TekSavvy Solutions Inc.
Chief Operating Officer


epsilon3

join:2008-03-29
canada
reply to hm

said by hm :

In addition to the post that hasn't showed yet (if it does??), something else strikes me as odd about teksavvy

If we review the link here, »Teksavvy - What the hell has happened to you guys?, where this guy was also told he wouldn't get a refund (yet they gave it to him as we read further down), a couple of distinct observations can be concluded by comparing these two situations.

A) Techsavvy does not treat people equally. Someone sits ther and actually says no soup for you, even if the situations are exactly the same.

People are not equal! Is this news to you?

said by hm :

B) If the person in the referenced link ever decides to once again try techsavvy a few years down the road, it seems techsavvy keeps a "black list" file on you and if the same situation occurs, they won't give your money back.

The person who opened the other post is an idiot!

said by hm :

C) It has become very evident that unless you call billing (to be seen yet), or post a bad review, or make a topic that causes fanbois to bunch their panties, Standard Operating Procedures (SOP's) at techsavvy is to deny a refund across the board, with only certain people authorized to even say you can get your money back. This would appear to be a couple of the TSI employee's who work the forums and maybe (we don't know yet) billing.

I'm curious if TSI billing has also refused people a refund so we can draw a clear line here.

Kind of strange that TSI keep a sort of black list on people and keeps information on people who never had the service (or keeps certain information like this after 6 months to a year).

Some very strange things are showing here.

What is strange here are people like you hiding after an anonymous name trying to be smart ... without too much success ...
Expand your moderator at work


hm

@videotron.ca
reply to TSI Pierre

Re: Teksavvy sucks

said by TSI Pierre:

A) Situation was not exactly the same, the Tech did show up to the residence, the problem is there was no access to the telco room.

How is it different between the two?

1. In this instance tech went, but person not informed of the access needed to the locked wire/telco room. Customer stayed home for nothing. As detailed in the call tickets posted by Marc.

In the other instance, No-Show tech. No one bothered to call him to say oops, "order is stuck in the system". Whatever that is supposed to mean.

Bottom line:

While the scenario is a bit different, the result is the same. 2 people wasted their day. 2 people w/o service.

said by TSI Pierre:

B) Customer did the exact same thing in the past... why? what's the reason to sign up and then cancel a week later? what's the motive?

In this case, yes the customer ordered 2 years ago in the past and cancelled, as stated by Marc. But why did he cancel back then? Was it a no-show tech? Motive? No service, credit card charged.

In the other instance, customer cancels because the tech never showed up. No one bothers to follow up or inform the person of anything. No service, credit card charged.

Now this leads to the obvious, 2 years from now if this same person from the other refund topic decides to give teksavvy another shot and he is greeted with the same type service, will Marc turn around 2 years later and say, "we have on file on you that you ordered from us 2 years ago and cancelled. And even though we gave you a refund this time we are not because this is a trend with you.

Would be quite the jaw dropper, eh?

However, this is what happened here.

Basically, Marc, just told everyone if we fail to deliver and you cancel we keep a black list on you as a trouble-maker. PLus we won't refund you, plus we will charge you another thing to stick a knife in your back, a restocking fee (as seen).

So why on earth would the person in the other topic ever have faith and be secure in his judgement about trying you again down the road? Seems you are telling people if you leave us because of a service failure and we refunded you, don't ever come back to us because it won't be pretty with the next service failure.

said by TSI Pierre:

C) We do ask that you let us trouble shoot your connection and see if we can get you up and running. We have costs and we have deadlines as well as to when we can cancel and not get charged. We simply try and be fair...

In this topic there was no connection to trouble-shoot. He didn't have service. Period. This is something to trouble-shoot internally.

In the other topic, again there is no connection to trouble-shoot. He didn't have service. Period. This is something to trouble-shoot internally.

You seem to be forgetting that people who take a day off work have costs just like you do. Are you being fair? You are more or less saying people should take another day off work so you can try and get it right the second time around, but there is no guarantee of you getting it right. The same thing can occur.

Now back to the Teksavvy "black list" you are keeping on people and the word fair that you used. How fair is that when 2 years down the road someone gives you another shot only to get the same type service then be told it happened twice so you are a trouble-maker.

Should I keep a black list on teksavvy and say, "oh, two of your customers had no-show techs in 2 years. This is a trend and it shows something about you and your bad faith." How fair does that sound? Pretty weird, eh. But that's what you are doing.

The other person in the other topic... you should make him aware of what he can experience two years from now and how he can be "labelled" by TSI, and how you will not only charge him but also ding him for a restocking fee. Sound fair? I think it does considering it happened here. People should be aware this can happen to them in the future for trying teksavvy. I mean, you do treat all customers equally don't you? This topic clearly indicates you label people though... Especially those who didn't have a good experience and who are vocal about it.

HeadSpinning
MNSi Internet

join:2005-05-29
Windsor, ON
kudos:5

said by hm :


In the other instance, No-Show tech. No one bothered to call him to say oops, "order is stuck in the system". Whatever that is supposed to mean.

Bell has multiple systems, and sometimes the orders don't flow from one to another for various reasons.

Pain in the ass sometimes. Not an excuse - a bit of background info.
--
MNSi Internet - »www.mnsi.net


HiVolt
Premium
join:2000-12-28
Toronto, ON
kudos:21
Reviews:
·TekSavvy DSL
·TekSavvy Cable
reply to TSI Pierre

said by TSI Pierre:

A) Situation was not exactly the same, the Tech did show up to the residence, the problem is there was no access to the telco room.

Speaking of that... Not this particular instance, but in general, I'd like to know what Bell does for their own customers in such situation...

Does the tech attempt to reach anyone in the building, ie the super or management, or do they have a key?

I have a hard time believing that Bell would ask their new or existing customers to make arrangement with the building super or manager for a technician to have access to the telco room...

So are they only doing this to inconvenience independents?
--


MaynardKrebs
Heave Steve, for the good of the country
Premium
join:2009-06-17
kudos:4

HiVolt,

Post that question in the Bell forum and let's see what the answers are.



TSI Marc
Premium,VIP
join:2006-06-23
Chatham, ON
kudos:28
reply to HiVolt

they have to have the building owner let them in just the same... it's private property...
--
Marc - CEO/TekSavvy

Expand your moderator at work


talk2us

@bell.ca
reply to TSI Marc

Re: Teksavvy sucks

hi marc,

the bell boys and the rogers guys all have an area to work in.the good property managenet compaies give them a key to the lock box and they come and go as needed. once again if you dont know your landlord well enough to let him know your expecting bell or rogers...your alll messed up in the first place



TSI Marc
Premium,VIP
join:2006-06-23
Chatham, ON
kudos:28

ok tx for that. I didn't know that. It makes good sense though.
--
Marc - CEO/TekSavvy


ns1225

join:2010-12-30
Montreal, QC
reply to dfs4

Doesn't Bell sign agreements with large buildings where they stipulate free, unhindered access to the telecom equipment?


HeadSpinning
MNSi Internet

join:2005-05-29
Windsor, ON
kudos:5

said by ns1225:

Doesn't Bell sign agreements with large buildings where they stipulate free, unhindered access to the telecom equipment?

Building owners can't deny telecom companies access to the risers. They may only recover fees equal to the forgone revenue for the space occupied by the telecom company's equipment.

It is in the building owner's best interest to make easy access arrangements for their own convenience.
--
MNSi Internet - »www.mnsi.net


hm

@videotron.ca
reply to TSI Pierre

TSI Pierre, I have a question for you.

What if one of your new customers made arrangements to have a tech come over. What if that same customer decided for whatever reason to not be home for the tech.

What would happen, or what costs, if any, would a customer incur to reschedule? What if the customer was a no-show for the second time?

Would Bell be billing you?

Would you expect a call from the customer so as not to waste everyone's time and money?

Just wondering...



hm

@videotron.ca

Bump.

Maybe TSI-Marc can answer this Question.



nolimit

@teksavvy.com
reply to dfs4

There is no doubt, Teksavvy is better compared to Bell or other large heads. But now it sucks too! twice I send emails to let them know i'm not getting my fucking high speed as I'm supposed to. I'm paying for 10Mbps, Teksavvy is giving me only 4Mpbs. I did several tests on speedtest and didn't get a satisfactory answer. This is a warning, next time I come over here, I just cancel and you Teksavvy will refund me everything. There is no need to upset your good customers then I'm asking you to quickly fix my situation.



ThereRlimits

@videotron.ca

said by nolimit :

There is no doubt, Teksavvy is better compared to Bell or other large heads. But now it sucks too! twice I send emails to let them know i'm not getting my fucking high speed as I'm supposed to. I'm paying for 10Mbps, Teksavvy is giving me only 4Mpbs. I did several tests on speedtest and didn't get a satisfactory answer. This is a warning, next time I come over here, I just cancel and you Teksavvy will refund me everything. There is no need to upset your good customers then I'm asking you to quickly fix my situation.

I've been seeing teksavvy forum employees telling people in these situations that, "you bought an up to service".

Don't let them give you that BS. They are being more bold and dishonest than what the Bell shills were like in the bell forum way back when.

If people wanted a 4 meg service they would buy regular DSL with an "up to 5-meg service. Not buy 10-meg. In addition, these higher speeds (if this is fibe DSL) are supposed to be checked by the Bell tech (per the CRTC documentation/file on this). This is why the price of the install was so high. It included a verification inside the home + a pots splitter.

If this is Rogers Cable, then they have speed issues as seen in their forum. No clue if its their saturated links again. So don't let them tell you this. File with the CCTS if you have to.

MFido

join:2012-10-19
kudos:2
reply to nolimit

said by nolimit :

i'm not getting my fucking high speed as I'm supposed to.

said by nolimit :

This is a warning, next time I come over here, I just cancel and you Teksavvy will refund me everything.

I think you are going to get what you deserve to get ...LOL