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kennyluo

join:2012-11-22
Scarborough, ON
reply to LondonOntGuy

Re: Teksavvy - What the hell has happened to you guys?

Teksavvy, you are losing customer because of all these setup issues. I know you have to rely on Bell/Rogers to do the job, but hell, you are the one who is selling the product to the customer, gotta act up, not like this "I know we are at fault but there is nothing I can do" attitude.

My case was worse, I had 4 installation attempts before I had enough and call it quit. The teksavvy reps were pleasant but clueless, no communications between the setup techs whatsoever. Sigh...


mlerner
Premium
join:2000-11-25
Nepean, ON
kudos:5
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 wholsaler like TekSavvy, and TekSavvy generally wins since you also get the same issues with Bell themselves. Lesser of two evils.

Bhruic

join:2002-11-27
Toronto, ON
kudos:2
Reviews:
·TekSavvy DSL
said by mlerner:

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 wholsaler like TekSavvy, and TekSavvy generally wins since you also get the same issues with Bell themselves. Lesser of two evils.

You took that too literally. I don't think he meant they are losing customers overall, just that they are losing some customers because of such issues.

I can't say specifically they are, although it seems likely, but I can definitely vouch for the fact they are missing out on potential customers. There are at least 3 people that look to me for computer advice that I could have advised sign up with Teksavvy, but haven't. And that's because I don't want them to run into situations like this one. I know they are at the mercy of Bell on this front, but as long as that's the case, I can't recommend them to people.

scorpido
Premium
join:2009-11-02
New Hamburg, ON
kudos:1
reply to mlerner
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.


mlerner
Premium
join:2000-11-25
Nepean, ON
kudos:5
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.

kovy7

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...


Tx
bronx cheers from cheap seats
Premium
join:2008-11-19
Mississauga, ON
kudos:12
Reviews:
·TekSavvy DSL
·FreePhoneLine
·Rogers Hi-Speed
said by kovy7:

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

kovy7

join:2009-03-26
kudos:8
said by Tx:

said by kovy7:

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...


Tx
bronx cheers from cheap seats
Premium
join:2008-11-19
Mississauga, ON
kudos:12
Reviews:
·TekSavvy DSL
·FreePhoneLine
·Rogers Hi-Speed
said by kovy7:

said by Tx:

said by kovy7:

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...

But we're not talking about Bell. That's comparing apples and oranges, and you know it. how many million customers vs teksavvy's....... #?

Review the history. 5 years ago, a negative teksavvy review was rare. As they grow, so does the complaints, so you cannot keep comparing a transport to a smart car, two different entities.

Teksavvy used to have a 96% rating before i signed up with DSLR i believe it was, near perfect. Years later we're reaching the mid 80's.

Your point about making a post about good service then you argue rating. 86% rating as you said is what speaks for itself is it not? SO really people do post, just not discussion type posts. What is there to discuss?

Happy customer: My install went great, thanks TSI!
TSI: Glad to hear, let us know if you have any questions
community: Uh.....great!

EOS.

People buy the new 80" Sharp LCD for i forget how much now and it works... what are they going to do? Come on forums and praise sharp? No, their just happy it works because they paid for it.

If they paid for it and it doesn't work... anger takes over and it's now a battle to inform other consumers about their experience, thus reviews/topics to discuss.

So we really cannot compare Bell's rating of whom have been in business for how long? With Teksavvy, you have to honestly admit, that is not a fair comparison because even if Teksavvy had the same rating, it's still not a fair comparison, they are still worlds apart.

kovy7

join:2009-03-26
kudos:8
said by Tx:

But we're not talking about Bell. That's comparing apples and oranges, and you know it. how many million customers vs teksavvy's....... #?

Review the history. 5 years ago, a negative teksavvy review was rare. As they grow, so does the complaints, so you cannot keep comparing a transport to a smart car, two different entities.

Teksavvy used to have a 96% rating before i signed up with DSLR i believe it was, near perfect. Years later we're reaching the mid 80's.

Your point about making a post about good service then you argue rating. 86% rating as you said is what speaks for itself is it not? SO really people do post, just not discussion type posts. What is there to discuss?

Happy customer: My install went great, thanks TSI!
TSI: Glad to hear, let us know if you have any questions
community: Uh.....great!

EOS.

People buy the new 80" Sharp LCD for i forget how much now and it works... what are they going to do? Come on forums and praise sharp? No, their just happy it works because they paid for it.

If they paid for it and it doesn't work... anger takes over and it's now a battle to inform other consumers about their experience, thus reviews/topics to discuss.

So we really cannot compare Bell's rating of whom have been in business for how long? With Teksavvy, you have to honestly admit, that is not a fair comparison because even if Teksavvy had the same rating, it's still not a fair comparison, they are still worlds apart.

Why can't we compare with Bell... it's like people believe this sort of stuff doesn't happen to Bell customer... well it does. If incumbents have their own problem with their own customer, what the heck do you think it's going to happen to Teksavvy and others?

Also, I named Acanac.

Is there anyone else that has a higher rating then Teksavvy ?

So their rating dropped, it's still respectable... is it not?

Things could be better... but heck, things could always be better.

Also, it's discussion post that gets attention... anyone knows this.



Tx
bronx cheers from cheap seats
Premium
join:2008-11-19
Mississauga, ON
kudos:12
Reviews:
·TekSavvy DSL
·FreePhoneLine
·Rogers Hi-Speed
said by kovy7:

said by Tx:

But we're not talking about Bell. That's comparing apples and oranges, and you know it. how many million customers vs teksavvy's....... #?

Review the history. 5 years ago, a negative teksavvy review was rare. As they grow, so does the complaints, so you cannot keep comparing a transport to a smart car, two different entities.

Teksavvy used to have a 96% rating before i signed up with DSLR i believe it was, near perfect. Years later we're reaching the mid 80's.

Your point about making a post about good service then you argue rating. 86% rating as you said is what speaks for itself is it not? SO really people do post, just not discussion type posts. What is there to discuss?

Happy customer: My install went great, thanks TSI!
TSI: Glad to hear, let us know if you have any questions
community: Uh.....great!

EOS.

People buy the new 80" Sharp LCD for i forget how much now and it works... what are they going to do? Come on forums and praise sharp? No, their just happy it works because they paid for it.

If they paid for it and it doesn't work... anger takes over and it's now a battle to inform other consumers about their experience, thus reviews/topics to discuss.

So we really cannot compare Bell's rating of whom have been in business for how long? With Teksavvy, you have to honestly admit, that is not a fair comparison because even if Teksavvy had the same rating, it's still not a fair comparison, they are still worlds apart.

Why can't we compare with Bell... it's like people believe this sort of stuff doesn't happen to Bell customer... well it does. If incumbents have their own problem with their own customer, what the heck do you think it's going to happen to Teksavvy and others?

Also, I named Acanac.

Is there anyone else that has a higher rating then Teksavvy ?

So their rating dropped, it's still respectable... is it not?

Things could be better... but heck, things could always be better.

Also, it's discussion post that gets attention... anyone knows this.

I absolutely guarantee you, it's a rarity with for example a bell customer. You seem fixated on a fictional rating system. As far as i'm concerned, and i say this very seriously. DSLR != represent Teksavvy as a business.

Let's also not forget, even if Bell didn't show and a customer complaints... look first month of service is free. Things they can do to make a customer happy. Something Teksavvy has to brainstorm on how to do themselves without going broke. I say broke loosely because there aren't THAT many messed up installs to bankrupt them.

kovy7

join:2009-03-26
kudos:8
said by Tx:

said by kovy7:

said by Tx:

But we're not talking about Bell. That's comparing apples and oranges, and you know it. how many million customers vs teksavvy's....... #?

Review the history. 5 years ago, a negative teksavvy review was rare. As they grow, so does the complaints, so you cannot keep comparing a transport to a smart car, two different entities.

Teksavvy used to have a 96% rating before i signed up with DSLR i believe it was, near perfect. Years later we're reaching the mid 80's.

Your point about making a post about good service then you argue rating. 86% rating as you said is what speaks for itself is it not? SO really people do post, just not discussion type posts. What is there to discuss?

Happy customer: My install went great, thanks TSI!
TSI: Glad to hear, let us know if you have any questions
community: Uh.....great!

EOS.

People buy the new 80" Sharp LCD for i forget how much now and it works... what are they going to do? Come on forums and praise sharp? No, their just happy it works because they paid for it.

If they paid for it and it doesn't work... anger takes over and it's now a battle to inform other consumers about their experience, thus reviews/topics to discuss.

So we really cannot compare Bell's rating of whom have been in business for how long? With Teksavvy, you have to honestly admit, that is not a fair comparison because even if Teksavvy had the same rating, it's still not a fair comparison, they are still worlds apart.

Why can't we compare with Bell... it's like people believe this sort of stuff doesn't happen to Bell customer... well it does. If incumbents have their own problem with their own customer, what the heck do you think it's going to happen to Teksavvy and others?

Also, I named Acanac.

Is there anyone else that has a higher rating then Teksavvy ?

So their rating dropped, it's still respectable... is it not?

Things could be better... but heck, things could always be better.

Also, it's discussion post that gets attention... anyone knows this.

I absolutely guarantee you, it's a rarity with for example a bell customer. You seem fixated on a fictional rating system. As far as i'm concerned, and i say this very seriously. DSLR != represent Teksavvy as a business.

Let's also not forget, even if Bell didn't show and a customer complaints... look first month of service is free. Things they can do to make a customer happy. Something Teksavvy has to brainstorm on how to do themselves without going broke. I say broke loosely because there aren't THAT many messed up installs to bankrupt them.

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. Either it stays proportional and you here more about it (also add the cable side which Tek didn't have 5 years ago) or things are going to fast for Tek to handle but are still able to keep a good portion of customer happy.

Bell can maybe make deals for the customers, but at one point he will not be happy without service... There's multiple reason why not everyone is with Bell.


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

2 edits
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...
--
Marc - CEO/TekSavvy

kovy7

join:2009-03-26
kudos:8
said by TSI Marc:

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 agree, it does impact. Adding cable to the mix was also a new thing.


TSI Marc
Premium,VIP
join:2006-06-23
Chatham, ON
kudos:28
yep. Cable had everything to do with everything in the last year and a half. Double edged sword. Read my evolution of access blog pretty much.
--
Marc - CEO/TekSavvy


Tx
bronx cheers from cheap seats
Premium
join:2008-11-19
Mississauga, ON
kudos:12
Reviews:
·TekSavvy DSL
·FreePhoneLine
·Rogers Hi-Speed
reply to kovy7
said by kovy7:

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 you just answered your own question as you bring up the rating system on DSLR when you asked everyone to check Bells rating compared to Teksavvy.

There are far more happy customers with bell vs unhappy unfortunately, that's why they're still successful (i hate it, but what can i do about it?) I do not think reimbursing customers is the answer, i think fighting bell through the CRTC for better regulations is the answer. Getting an SLA would be a great step in the right direction.

kovy7

join:2009-03-26
kudos:8
said by Tx:

said by kovy7:

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 you just answered your own question as you bring up the rating system on DSLR when you asked everyone to check Bells rating compared to Teksavvy.

There are far more happy customers with bell vs unhappy unfortunately, that's why they're still successful (i hate it, but what can i do about it?) I do not think reimbursing customers is the answer, i think fighting bell through the CRTC for better regulations is the answer. Getting an SLA would be a great step in the right direction.

Bell is almost nation wide... also offers all 4 service... People in general don't really trust wholesales, some may have never heard of them because there's no add or are kind of new.


xbell

@cgocable.net
reply to TSI Marc
said by TSI Marc:

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

Someone at BCE is feeding you a line of BS. Bell Technical Solutions (BTS) has not hired thousands of new techs. Maybe a few hundred net if that over the last 5 years. They do have such a high turnover that they can spin the statistics that way. The real reason for the no-shows is the competency of their techs and the managerial structure of BTS.

Read this screwed up labour law case on how things are run over there. »www.canlii.org/eliisa/highlight.···468.html


TSI Marc
Premium,VIP
join:2006-06-23
Chatham, ON
kudos:28
Tx for that link. Didn't know if it was mass hires or what.. but you're highlighting my point though that competency is an issue which is what I was referring to...
--
Marc - CEO/TekSavvy


TSI Marc
Premium,VIP
join:2006-06-23
Chatham, ON
kudos:28
reply to xbell
Wow, just skimmed that link. Unreal.
--
Marc - CEO/TekSavvy


xbell

@cgocable.net
said by TSI Marc:

Wow, just skimmed that link. Unreal.

It's quite amusing to read....that is unless you rely on them to provision your customers circuits. Remember these guys are the face of your company to some extent.


anonymousss

@start.ca
reply to TSI Marc
Thats why some of us place a high value on anonymity in the digital age.