Bell tech showed up quite early today but still waiting on that 2nd technician with 2 hrs to go before 9pm.

hrmm i'm kind of worried i'm going to have to take another day off work after reading this post and similar others of no show :(

So it's obviously a poor communication practice... there should be a more direct line approach.

I think this is an area where we need to look into more closely to understand what happens in those cases. Bell clearly missed the appointment. Should we be allowed to cancel it with no costs to us in those instances? what exactly happens? I need to dig into this further.

Yeah, that be great for Bell tech to wait 50min for indie to answer the line...

In a good faith situation some practical solutions would include shorter install windows, courtesy calls from either TSI or the tech when an install is cancelled / missed, phone calls post install to see if the install completed, proactive call to reschedule an appointment when it's clear an appointment won't be kept.

LondonOntGuy,

I have my team doing a full investigation into what happened. I want to know exactly what happened; you mentioned we hung up on you, I want to know if that happened or not and why if it did. And if we can take something to Bell to look into.. we will. Why it got caught in the "system"..

My understanding is that you had to travel back and that the service is now cancelled but either way, if there is something to learn from this, we'll find it.

Yep, thats bell.

Wow, just skimmed that link. Unreal.

Even Bell Technical solutions.. They've hired thousands of new staff.. Those are the ones doing installs and repairs now..

Why wasn't even Saturday an option for me? I'm pretty sure it was a Saturday when I 'moved' and got my services moved from one apt to the other. (i moved down the hall into a larger unit)

so then how come whenever there is a problem it is "oh rogers/bell is evil they the problem, lets grab our pitchforks and laterns and storm the building"

but when thousands of installs go fine we never see "Hey guys, want to let you know that rogers and bell is doing an AMAZING job supporting us by setting up all these accounts. Let's congratulate rogers and take out their CEO for beers!"

so then how come whenever there is a problem it is "oh rogers/bell is evil they the problem, lets grab our pitchforks and laterns and storm the building"
but when thousands of installs go fine we never see "Hey guys, want to let you know that rogers and bell is doing an AMAZING job supporting us by setting up all these accounts. Let's congratulate rogers and take out their CEO for beers!"

Although Teksavvy remedied the situation with credits to my account, I still feel that they do not go up to bat for customers who are willing to back them. I too received the "lost in the system" excuse, in the end that's no concern to the customers; we just want YOU to resolve it or at least put the necessary pressure on the incumbents to resolve. And to believe and justify that "it really was a system thing" just proves that Teksavvy will just roll over when situations like these occur.

With the frequent occurrences of these situations, why is Teksavvy so quick to accept the excuses and expect it to be all ok with the customers? Complain, push for changes, do everything to make a stink about what the customers are having to put up with. We just want to know that you're up to bat for us! You're on our side aren't you?

.. who had something "lost in the system".. and it really was a system thing that was messed up.. the higher ups at Bell finally chased it down and it appears to be fixed now..

Hey LondonOntGuy,

I'm just reading through this thread. I know you're frustrated with it all.. I'm trying to look at all of this from an objective point of view to see what we could have done differently. I don't know that I've read every post and maybe you already explained it but can you tell me you're thoughts on what we could do differently? What we could have done to avoid this perhaps?

I bet if I had ordered this install through Bell, they'd be over right away, with little to no BS involved.

While I'm fixated on ratings... you're fixated on complaining post. It's only normal to have more complaining post when your numbers of customer grows.

I think our rating went down because for about a year, mid way through last year up to mid way through this year we were just less good. Many reasons for it.. Not trying to rehash that.

Today though, we are certainly pulling all the stops and pushing all the buttons to own every single experience. We have wait time issues that are still impacting things that we have a plan to solve soon. And there are new realities that just were not there 5 years ago... Just think of all the upgrades the incumbents are doing and how much that has caused all sorts of problems. Even Bell Technical solutions.. They've hired thousands of new staff.. Those are the ones doing installs and repairs now.. All this change impacts us in ways that were not there before.

I don't see our size as the primary factor in all of this. We did have to deal with a number of issues but as soon as our attention was again turned to the customer experience, you can almost instantly see where the issues are coming from. We're not perfect.. We have to work out some kinks still but none of those kinks will make a field tech show up on time... Or prevent a PIE...

I think you need to understand the meaning of reseller... TSI isn't a reseller

Yeah Bell is the perfect ISP... must be the reason why you chose Teksavvy in the first place.