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 TSI AndreGot TekSavvy?Premium,VIP
join:2008-06-03
Chatham, ON
kudos:8 | reply to LondonOntGuy
Re: Teksavvy - What the hell has happened to you guys? Hi LondonOntGuy,
I am sorry that you feel this way. I can certainly help moved things along for you whether that is getting your stuff fixed or cancelling your account.
I wanted to put clarification out there on a few points:
1) When a technician for Phone Service does not show (you're not the first customer and you won't be the last) the policy is that we have to wait until midnight to open a ticket/escalate the issue. This is not a new process. It has been this way for a long time. I realize that this is not ideal but this is what we have been told to do by Bell so we have to respect it. In many cases, they batch up the activation/provisioning in their systems which can take up to midnight, hence the process.
2) The reason you were told that if you decide to cancel that the activation fee would not be refunded is because we are not permitted a refund unless the problem can be proven to be of fault by Bell. The reason why we asked to wait until midnight is that at that then, we would be able to determine if the issue was a simple as the service was activated but there is an issue or the order didn’t get completed and we have to interface with Bell to find out why. In your specific case, the order was not completed.
We have called Bell to find out why not, and they have advised us of that even though we got a confirmation that your order was set for yesterday, it got stuck in the system. That being said, if you are willing to give it another try, I will certainly attempt an escalation for you.
3) You are absolutely correct, we do need take ownership of issues regardless of who caused them, and we certainly have been doing so. Us informing you of what happened and what the next steps are is not an attempt to distract you with magic smoke by shifting things on Bell, it is us informing you of the situation. A case of us shifting blame and leaving it at that would be to just tell you “tough luck” and then do nothing about it.
If there is one thing that I think we could of done better here, it should have been to explain to you that if at midnight, the order was completed, we would open a ticket and if it was not completed, like what actually happened to you, then we would need to interface with Bell and that we would escalate with them for an expedition of installation.
Since we now have the specifics as to what happened in your situation, I am more than willing to provide you with a refund for phone services.
Please let me know how you wish for me to proceed.
Thanks,
Andre
--
TSI Andre
Director of Service Delivery
Authorized TekSavvy Employee ( »TekSavvy FAQ »Official support in the forum )
Follow me on Twitter! | |
| said by TSI Andre:I realize that this is not ideal but this is what we have been told to do by Bell so we have to respect it.
Andre,
No offense man, but c'mon. "Respect it"?????
Bell treats TSI, a customer with what.... ~60K DSL circuits ....exactly the same a Joe Blow in Yarker, Ont. with one line. WTF is wrong with this picture?
Respect?? Bell ought to be on their knees, dressed up in their best kneepads, servicing the hell out of you. {the thought of George Cope before Marc isn't pretty, but it is necessary -- think I'll have nightmares tonight}
You need a better system with all the incumbents.
"We have called Bell to find out why not, and they have advised us of that even though we got a confirmation that your order was set for yesterday, it got stuck in the system."
WTF does "stuck in the system" mean? What a load of crap. | |
TSI AndreGot TekSavvy?Premium,VIP
join:2008-06-03
Chatham, ON
kudos:8 | I should have send, we can't not follow the process. We can still fight it at a higher level but until it changes we can just do things outside of process. | |
| said by TSI Andre:I should have send, we can't not follow the process. We can still fight it at a higher level but until it changes we can just do things outside of process.
I know that TSI is stuck between a rock & a hard place on this, but so is every other indie - and I'm not saying that other indies aren't handling things better.
This kind of Bellshit is what CNOC ought to be busting heads over.
Or maybe you just go to Bell and tell them, "Unless you give us X,Y, Z in terms of service and/or realtime interfaces, we're going to transfer all our DSL customers to cable." And then you do the same to the cable companies and threaten to move everyone to Bell.
A missed install is a missed install, and if you lose money/customers as a result, then the incumbent needs to compensate you. | |
Bhruic
join:2002-11-27
Toronto, ON
kudos:2 Reviews:
 ·TekSavvy DSL
| said by MaynardKrebs:Or maybe you just go to Bell and tell them, "Unless you give us X,Y, Z in terms of service and/or realtime interfaces, we're going to transfer all our DSL customers to cable." And then you do the same to the cable companies and threaten to move everyone to Bell.
A missed install is a missed install, and if you lose money/customers as a result, then the incumbent needs to compensate you.
Dear god, don't do that. Bell will simply laugh, say "go ahead", and watch as you either don't follow through - or even worse, try to, and watch all the customers bail for other ISPs.
You only give ultimatums when you can afford to follow through on them. And Bell/Rogers both know you can't. So don't try. | |
| It was hyperbole.
Butt the indies have to take SOME action to not continually get screwed this way.
One happy customer tells about 10 other people about their experience.
One unhappy customer tells about 25 other people.
Here's some other info about customer satisfaction »www.psncorp.com/customer-focus/d···business | |
 Txbronx cheers from cheap seatsPremium
join:2008-11-19
kudos:3
·TekSavvy DSL
 ·FreePhoneLine
 ·Rogers Hi-Speed
| said by MaynardKrebs:It was hyperbole.
Butt the indies have to take SOME action to not continually get screwed this way.
One happy customer tells about 10 other people about their experience.
One unhappy customer tells about 25 other people.
Here's some other info about customer satisfaction »www.psncorp.com/customer-focus/d···business
You're reaching big time... one happy customer tells 1-2 people if lucky (average)... Anger boils for a long time, and ends up in conversations with x, y, z then x, y, z tell a, b, c and it continues (Oh you should hear about what happened to a friend how much money he lost, or lost his job or got in trouble with the boss.
A happy customer is happy, they don't tend to really talk about it since it's a satisfaction and these days several don't want to rock the boat. May have been good for me, but do i really want to have my friends or family yelling at me if it goes bad for them.
It's messed up.
Does Bell have too much power? Absolutely. Should Teksavvy roll over? No, but as of late it's what i've seen. In this country you need to fight for your rights. Consumers don't have much of a voice, the illusion that we do is there, but we really don't. | | |
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