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Oinktastic
Let them use fibre

join:2005-08-24
Scarborough
kudos:2
Reviews:
·localphone.com
reply to smerrikin

Re: Dear Marc...

Zero-to-48 hours isn't so bad for the initial response. It may be inconvenient for the customer, but it gives the incumbent some time to gather the needed information and get the tech dispatched. However, if things don't work out and the 48 hours has elapsed, then that's when the escalation procedure should kick in. If the 48 hour limit has passed and the customer is left without service, or at least a very good explanation and a reasonable timeline for incident resolution, that's when you need to light a fire under their ...

A 48 hour response-time doesn't cut it the second time around.

vientito1

join:2009-01-09
On a different note, how's the agreement with videotron? Is it better or worse? Or is it the same 48-hour turnaround?


TSI Keith
Premium
join:2012-07-09
kudos:5
Videotron is behind on orders, installs and service changes may be delayed at this time. For service issues however we are able to call a representative at Videotron to have the issue addressed. Typically there is resolution (or something scheduled) by the end of the call.
--
TSI Keith (E-Services) - TekSavvy Solutions Inc.
Authorized TSI employee ( »TekSavvy FAQ »Official support in the forum )


AOD
Premium
join:2008-01-24
Etobicoke, ON
kudos:1
Reviews:
·TekSavvy Cable
said by TSI Keith:

Videotron is behind on orders, installs and service changes may be delayed at this time. For service issues however we are able to call a representative at Videotron to have the issue addressed. Typically there is resolution (or something scheduled) by the end of the call.

rogers needs to have a wholesale department for stuff like this.


mlerner
Premium
join:2000-11-25
Nepean, ON
kudos:5
Rogers does have a wholesale department, but it ends up being a pool of customer service agents.

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

Rogers does have a wholesale department, but it ends up being a pool of customer service agents.

Where they spout wholesale lies???


sbrook
Premium,Mod
join:2001-12-14
Ottawa
kudos:13
Reviews:
·TekSavvy Cable
·WIND Mobile
Yeah ... it's the Rogers customer support email team. So, instead of sharing their time between phone calls and email support, they now just do email support of their own customers and the TPIAs ...

I have butted heads with their imcompetence on several occasions when with Rogers.