| reply to mlerner
Re: Teksavvy - What the hell has happened to you guys? said by mlerner:said by kennyluo:Teksavvy, you are losing customer because of all these setup issues.
Actually no, in at least the last 3 years, they have only gained more customers. And as mentioned several times now, Bell's dispatch procedure has been in place during that time and this is not first case. A lot of people only see two choices, the incumbent or a wholesaler like TekSavvy, and TekSavvy generally wins since you also get the same issues with Bell themselves. Lesser of two evils. Yeah they may still be getting customer but because of the possible contract no shows and other screw up's on both TSI and the company whom the services are being bought from due to bad crappy ordering software, awful followup, csr's not having access to the information they should have so on and so forth. In fact I know for a fact that when I used to be a re-seller for TSI I used to call Bell directly to get updates on the installer. Update's TSI won't have for hours. Due to this it might be 5 outta 10 customers that decide to go with TSI compared to 8 out of 10 because of the possible incredible hassle involved with taking time off and maybe even loosing services altogether. At the end of the day It is like this. This problem list goes like this. Software, Contractors, CRS's Customer. If the software sucks (which it does) and the Contractor doesn't give a rats-ass, and the CSR's have no clue because of the the first 2 then the customer get's pissed and you have a screw this amateur operation attitude from the customer who calls the indie provider and goes off just to be told it's Bell's fault..lol. The indie providers need to take a stand and get this fixed. |
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| reply to LondonOntGuy
I am also sure these two gems
***MontrealFido
***lawrence171
will pipe up soon enough saying that were hurting business and that were self-fish (hence spelling..lol) as per another thread where this kinda topic came up. Think might be paid employees of the Tek? Just maybe.. lol Sorry little off topic. Back to
OP |
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 mlernerPremium
join:2000-11-25
Nepean, ON
kudos:5 | reply to scorpido
Should TekSavvy get it fixed, yes but as of right now TekSavvy has no leverage against Bell and Bell is not forced to provide a better level of service. |
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| reply to LondonOntGuy
This is hardly a surprise.
When things go well Teksavvy is a "One of the largest independent ISP's in Canada" and all praise is due to them.
When things go badly it's "Hey we're just a reseller. It's Bell's/Rogers' fault".
It seems to me Teksavvy is now marketing to the general public instead of just the enthusiasts. The same general public that likely has no idea TSI's services are linked to Bell and Rogers. Why don't you put that information up on your website then and let everyone know the problems that go along with the aforementioned? Can't do that because it would drive away business?
Then don't be surprised customers get upset. It's true some things are beyond TSI's control but at the end of the day these are YOUR customers. NOT Bell's customers. Not Rogers customers. YOUR customers. NOBODY forced you into this business and you knew full well of the problems before you set up shop. So suck it up and don't act all surprised when customers get angry at you.
Never have I seen such a company that speaks from both sides of their mouth as TSI. Never have I seen such a company that wants to play ball but is unwilling to get their clothes dirty. |
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| said by CYYZ:This is hardly a surprise.
When things go well Teksavvy is a "One of the largest independent ISP's in Canada" and all praise is due to them.
When things go badly it's "Hey we're just a reseller. It's Bell's/Rogers' fault".
It seems to me Teksavvy is now marketing to the general public instead of just the enthusiasts. The same general public that likely has no idea TSI's services are linked to Bell and Rogers. Why don't you put that information up on your website then and let everyone know the problems that go along with the aforementioned? Can't do that because it would drive away business?
Then don't be surprised customers get upset. It's true some things are beyond TSI's control but at the end of the day these are YOUR customers. NOT Bell's customers. Not Rogers customers. YOUR customers. NOBODY forced you into this business and you knew full well of the problems before you set up shop. So suck it up and don't act all surprised when customers get angry at you.
Never have I seen such a company that speaks from both sides of their mouth as TSI. Never have I seen such a company that wants to play ball but is unwilling to get their clothes dirty.
+1 |
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 MarkAWBarry WhitePremium
join:2001-08-27
Canada
kudos:16 | reply to Teddy Boom
said by Teddy Boom:said by TSI Andre:That means that I am willing to provide you a full refund! A nice little customer friendly change from how things used to be then. Personally, I think asking for a second chance on installs wasn't really asking for very much, but whatever.. Anyway, to be a bit pedantic about it.. Question: "Teksavvy - What the hell happened to you guys?" Answer: "We got bigger."  There fix it for you. 
--
We never really grow up, we only learn how to act in public.
Do not argue with an idiot. He will drag you down to his level and beat you with experience. (Hmm)
I have enemies? Good. That means I've stood up for something, sometime in my life. |
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| reply to scorpido
+1
In all seriousness, no customer wants to hear "its Roger/Bell's fault". When TSI is getting paid, TSI is the provider, not the incumbent. You tell the general public that their install went bad because of Rogers/Bell, first thing you're gonna hear is... wtf? Im not with Rogers/Bell. |
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Reviews:
 ·Execulink Telecom
| reply to LondonOntGuy
I wish I could say I had to book a day off work, but I didn't. - It's kind of impossible to get a job without a phone. Cell phones? Forget it. They're just too damn expensive. But I guess if I were working full time, a cell probably would be better. I'd walk into Best Buy at 6pm, and walk out 20 minutes later with a phone.
I really hate to end things on a sour note with Teksavvy after having been with them for nearly 3 years,(I jumped ship when Execulink brought in their own version of UBB) but that's what it looks like is going to happen.  |
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kovy
join:2009-03-26
kudos:8 | reply to scorpido
said by scorpido:said by mlerner:said by kennyluo:Teksavvy, you are losing customer because of all these setup issues.
Actually no, in at least the last 3 years, they have only gained more customers. And as mentioned several times now, Bell's dispatch procedure has been in place during that time and this is not first case. A lot of people only see two choices, the incumbent or a wholesaler like TekSavvy, and TekSavvy generally wins since you also get the same issues with Bell themselves. Lesser of two evils. Yeah they may still be getting customer but because of the possible contract no shows and other screw up's on both TSI and the company whom the services are being bought from due to bad crappy ordering software, awful followup, csr's not having access to the information they should have so on and so forth. In fact I know for a fact that when I used to be a re-seller for TSI I used to call Bell directly to get updates on the installer. Update's TSI won't have for hours. Due to this it might be 5 outta 10 customers that decide to go with TSI compared to 8 out of 10 because of the possible incredible hassle involved with taking time off and maybe even loosing services altogether. At the end of the day It is like this. This problem list goes like this. Software, Contractors, CRS's Customer. If the software sucks (which it does) and the Contractor doesn't give a rats-ass, and the CSR's have no clue because of the the first 2 then the customer get's pissed and you have a screw this amateur operation attitude from the customer who calls the indie provider and goes off just to be told it's Bell's fault..lol. The indie providers need to take a stand and get this fixed. I wonder how teksavvy got a rating of 86% ....
Do you know all the stats or did you just made up numbers?
Even for Bell this type of stuff happens to their own customers... |
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| reply to Upsidedown
said by Upsidedown :+1
In all seriousness, no customer wants to hear "its Roger/Bell's fault". When TSI is getting paid, TSI is the provider, not the incumbent. You tell the general public that their install went bad because of Rogers/Bell, first thing you're gonna hear is... wtf? Im not with Rogers/Bell.
For a few years I worked, myself, for Primus, who like TSI also resells Bell DSL.
I realize it's not something that an upset customer wants to hear, but what do you suggest they get told instead?
If TSI tells them that it's stuck in THEIR system (rather than Bell's) the already angry customer is simply going to insist that they auto-magically un-sitck the order and that they should be able to because it' "their" system. The reality is, it's not their system. It's Bell's. The reality is TSI has zero control over it and thus cannot simply snap their fingers and make everything on Bell's end auto-resolve.
I do understand the customer's frustration with the situation. I've been in a similar boat as a customer, myself (not with TSI).
However, as someone who used to be on the same side of the phone as TSI, I'm able to sympathize with the representatives who have to handle these difficult situations. It's unfortunate. It's unfair. But it is what it is!
True, if customers have DSL and/or POTS home phone via TekSavvy they are not a Bell customer. But take a wild guess as to who owns the physical lines and 90% of the infrastructure that the DSL/POTS goes through. Like it or not, all resellers are at the mercy of the incumbents whose physical lines they utilize to get the service to their customers.
For those who want no middle-man, they are free to subscribe to the services an incumbent if they so choose (and pay the premium price for it).
Want to save money? Go with a reseller. Don't be surprised, however, when you go through incumbent bureaucracy if a problem occurs. There's nothing the reseller can do about that. At all. |
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| reply to LondonOntGuy
I bet if I had ordered this install through Bell, they'd be over right away, with little to no BS involved. I guess they're taking cues from Rogers. - Screw over the third party ISP's so the customer will go them instead. |
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kovy
join:2009-03-26
kudos:8 | said by LondonOntGuy:I bet if I had ordered this install through Bell, they'd be over right away, with little to no BS involved. I guess they're taking cues from Rogers. - Screw over the third party ISP's so the customer will go them instead.
Yeah Bell is the perfect ISP... must be the reason why you chose Teksavvy in the first place. |
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 Txbronx cheers from cheap seatsPremium
join:2008-11-19
kudos:3
 ·FreePhoneLine
 ·Rogers Hi-Speed
·TekSavvy DSL
| reply to kovy
said by kovy:I wonder how teksavvy got a rating of 86% ....
That's what someone pointed out when they were at 91% 4-5 months ago. It is going down and DSLR doesn't fully represent all of their customer base. CanadianISP or whatever the site is has a laundry list of bad complaints.
My history with TSI was good, but that was pre-cable days....my wife loved dealing with them. Friendly, fast, responsive laughed things off as what the new reps do today, some ARE bad apples and really do leave a bad taste in customers mouths |
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 TSI PierreBaby, Wanna see what 300Gigs looks like?Premium
join:2011-09-23
Chatham, ON | reply to LondonOntGuy
Thanks for all of the comments/suggestions/opinions.
I agree that at times we at TekSavvy seem to have our hands tied with the incumbents but I can tell you that what you don't see in the background is how much Marc and the TekSavvy employees are fighting to make it right. I personally see Marc get upset when he sees things go wrong and the fact that he is active on this forum and actively listens to you should say something about what he believes in.
Yes we grew, yes we take 1M plus calls a year, yes we will make some mistakes and yes we WILL try and fix it and yes we will definitely look at refining our own internal processes and continue to challenge the incumbents to refine theirs.
LondonOntGuy - I'm sorry we missed this one. We get upset when these things happen...trust me!
--
TSI Pierre - TekSavvy Solutions Inc.
Chief Operating Officer |
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| reply to LondonOntGuy
said by TSI Pierre:Thanks for all of the comments/suggestions/opinions.
I agree that at times we at TekSavvy seem to have our hands tied with the incumbents but I can tell you that what you don't see in the background is how much Marc and the TekSavvy employees are fighting to make it right. I personally see Marc get upset when he sees things go wrong and the fact that he is active on this forum and actively listens to you should say something about what he believes in.
Yes we grew, yes we take 1M plus calls a year, yes we will make some mistakes and yes we WILL try and fix it and yes we will definitely look at refining our own internal processes and continue to challenge the incumbents to refine theirs.
LondonOntGuy - I'm sorry we missed this one. We get upset when these things happen...trust me!
+1 |
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kovy
join:2009-03-26
kudos:8 | reply to Tx
said by Tx:said by kovy:I wonder how teksavvy got a rating of 86% ....
That's what someone pointed out when they were at 91% 4-5 months ago. It is going down and DSLR doesn't fully represent all of their customer base. CanadianISP or whatever the site is has a laundry list of bad complaints. My history with TSI was good, but that was pre-cable days....my wife loved dealing with them. Friendly, fast, responsive laughed things off as what the new reps do today, some ARE bad apples and really do leave a bad taste in customers mouths Well it's not like you'll see people who will make a post just because they got good service... you're more likely to get people complaining. Maybe you'd rather look at Bell or Acanad ratings... |
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| reply to NytOwl
said by NytOwl:Want to save money? Go with a reseller. Don't be surprised, however, when you go through incumbent bureaucracy if a problem occurs. There's nothing the reseller can do about that. At all.
That is an evil of your own making. It is this way because Canadians allow it, which is something that I'll never understand. |
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| reply to TSI Pierre
said by TSI Pierre:I personally see Marc get upset when he sees things go wrong .....
Make a video of Marc when he's cussing out Bell/Rogers, et. al., kicking boxes and ranting ...... and post it to Youtube
I'll bring popcorn. |
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TSI PierreBaby, Wanna see what 300Gigs looks like?Premium
join:2011-09-23
Chatham, ON | I should  |
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| reply to CYYZ
said by CYYZ: NOBODY forced you into this business and you knew full well of the problems before you set up shop. So suck it up and don't act all surprised when customers get angry at you.
Nobody forced the customers to be stupid!
Nobody forced them to move to the resellers!
So, take it easy with your recommendations. |
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