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TekFail

join:2013-01-25
Nepean, ON
Reviews:
·TekSavvy Cable

1 edit

[Resolved] I might as well talk to hold music

My misadventure (and first time) dealing with TekSavvy support.

Moved within Ottawa, called, was told a fee of $65 and arranged a date (Well, three) got an email back confirming it with teksavvy. Then got a call from the installation guy stating it was not only not on the day confirmed, but 3 days after the latest date, called in.

Said they couldn't do anything, refused to waive the fee after failing to follow through, but promised a discount for the extra days with no internet.

Waited till the day, installer was unable to install because of snow (This is ottawa, wtf?) but regardless, he left with only a voicemail notice after 10 minutes.

Called back to explain, picked another date, got another promise of not having to pay for internet for the days i was STILL out.

At this point I got curious since we had basic cable TV working and plugged it in. Low an behold it worked, I had internet, why didn't I try this earlier?

Called back to TekSavvy, told them I didn't need a guy to come hook it up, cancelled it, and thought all was well.

Sure enough the install guy showed up anyways, told him I didn't need him. And now I just got my bill and not only was I charged $65 for an installation that A) was cancelled, and B) Wasn't needed.

And just to add insult, all those gracious discounts they offered for the days I was without internet never showed up.

I must have talked to these people for 4 hours cumulatively and they didn't follow through on ANYTHING they promised.

How do you get attention from TekSavvy?

I've recorded most of my phone calls with them, so I'm certain I can get the money they stole back through small claims, but I'd rather have them man up and show this customer service they brag so much about.

And are there any alternatives for Ottawa other than Ma Bell and Roger$ traffic shaping nightmare?

Edit: After quite an interesting thread, TekSavvy did go out of their way to right this in a mutually beneficial way. Perhaps it shouldn't have taken so long to come to a resolution, but it's worth reading.

I would like to apologize for any venomous statements, and thank everyone for playing.

TekSavvy may be a smaller ISP, but they are a truly unique company.



TSI Martin
Premium
join:2006-02-23
Chatham, ON
kudos:33

Re: They pick up quick, but I might as well talk to hold music

Hello TekFail,

Sorry to hear about your misadventures.

For one, the date that your service started, is the day your first payment will cover. If the service was delayed by 3 days, then your activation initially set will be bumped up to the day the service starts. That way the payment you made to activate the service will reflect the true start date.

The activation fee is directly handed over to Rogers. An activation fee is not only to cover the install but the administration of the account.

If you would kindly send me a PM or post in the »TekSavvy Direct forum, I will take a closer look at your situation & see if we dropped the ball on anything.

Best Regards,
Martin
--
TSI Martin (Escalations / E-Services) - TekSavvy Solutions Inc.
Authorized TSI employee ( »»TekSavvy FAQ »Official support in the forum )
Follow us on Twitter : @TekSavvyCSR ; @TekSavvyNetwork


Samgee

join:2010-08-02
canada
kudos:2
reply to TekFail

You pay the installation/activation fee no matter what, it's part of setting up the service. The tech still should have tagged the line coming into your house as having third party internet access on it though just incase you cancel your cable TV so they don't disconnect the line completely.

So it sounds like you just need them to adjust your billing date so you don't end up paying for time you weren't using the service (even though it was still likely active the whole time).


TekFail

join:2013-01-25
Nepean, ON
Reviews:
·TekSavvy Cable
reply to TSI Martin

Martin Says: "For one, the date that your service started, is the day your first payment will cover. If the service was delayed by 3 days, then your activation initially set will be bumped up to the day the service starts."

Original post says: "Moved within Ottawa"

Not sure how I misled you to believe that I just signed up, but this is a move. Thanks, but no thanks copypasta.

And both my Dec bill (which had the unnecessary and unrequested move fee) and January have the same cost as previous months for internet.

I'm not sure who your paying $65 to update my address in some database, but that seems criminal. Since, as I mentioned I did not need nor request a service person.

Yes the line should be tagged, but since the box is sitting exposed in a disheveled mess of wires and broken plastic in my neighbours yard, I somehow doubt they check them often. I'll pay the $65 to have it reconnected if they actually start to maintain their equipment and notice this oversight. History suggests they'll disconnect it a few times even if it is tagged (Issues during original setup > 1 year ago)


Misaow

join:2010-10-19
Ottawa, ON
reply to TekFail

You paid 65$ for the move fee because Rogers charges Teksavvy that to simply change the address.



TSI Martin
Premium
join:2006-02-23
Chatham, ON
kudos:33
reply to TekFail

Hello,

Moving from 1 location to another, would still be considered like a new activation. Although the information on our end wouldn't necessarily change other then the address in our system, Rogers would still need to ensure they hook up the service at the residence even if remotely activated.

The move fee is a prequesite when moving. If the service was delayed and not working/activated on the day that was set, what ever the reason may have been we can look into that.

I'm willing to help out & look into this with you, but would also need you to let me help you.

Thanks,
Martin
--
TSI Martin (Escalations / E-Services) - TekSavvy Solutions Inc.
Authorized TSI employee ( »»TekSavvy FAQ »Official support in the forum )
Follow us on Twitter : @TekSavvyCSR ; @TekSavvyNetwork


TekFail

join:2013-01-25
Nepean, ON
Reviews:
·TekSavvy Cable
reply to Misaow

said by Misaow:

You paid 65$ for the move fee because Rogers charges Teksavvy that to simply change the address.

So they neglect any semblance of support because they can just point fingers at rogers? Then rogers tells me to call TSI. While I fund this ridiculous dependancy cycle?

TekFail

join:2013-01-25
Nepean, ON
Reviews:
·TekSavvy Cable
reply to TSI Martin

said by TSI Martin:

Hello,

I'm willing to help out & look into this with you, but would also need you to let me help you.

My post in TekSavvy Direct has been fermenting for 15 minutes. Not sure what else you need...

Misaow

join:2010-10-19
Ottawa, ON
reply to TekFail

Rogers says to contact TSI because you are not Rogers' customer, you are TSI's. TSI is forced to rely on Rogers to do any changes. Rogers will do almost anything in there power to give you the worst service possible because you are not a customer of theirs. Ex: not showing up for a call, telling you to go through TSI which delays everything because Rogers takes 48hrs+ to respond to any TSI requests.

As long as Rogers calls you to set-up a time they have done their work as mandated by the CRTC, them not showing up is them sticking it to you for using TSI over them.



TSI Martin
Premium
join:2006-02-23
Chatham, ON
kudos:33
reply to TekFail

said by TekFail:

My post in TekSavvy Direct has been fermenting for 15 minutes. Not sure what else you need...

We are looking into it. Me & Jon are both looking at what happened, is going on & will happen. Please bear with us while we look at getting you a proper answer.

Thanks.
--
TSI Martin (Escalations / E-Services) - TekSavvy Solutions Inc.
Authorized TSI employee ( »»TekSavvy FAQ »Official support in the forum )
Follow us on Twitter : @TekSavvyCSR ; @TekSavvyNetwork
Expand your moderator at work

TekFail

join:2013-01-25
Nepean, ON
Reviews:
·TekSavvy Cable
reply to Misaow

Re: They pick up quick, but I might as well talk to hold music

said by Misaow:

As long as Rogers calls you to set-up a time they have done their work as mandated by the CRTC, them not showing up is them sticking it to you for using TSI over them.

So TSI would be the only entity to bring this up as an unfair business practice, monopolistic, anti-competitive, etc. to the CRTC, or whatever gov't alphabet soup keeps Rogers in line?

Since this has been going on since I started with TSI (~2 years), it would seem their ignorance, negligence, or compliance at the very least their lack of communication regarding their action against this is justified how?


motoracer

join:2003-09-15
united state

You seem like a customer that I'm glad I don't have to deal with. This needs to be moved to the rants section.


Misaow

join:2010-10-19
Ottawa, ON
reply to TekFail

They have brought it up many times, but the CRTC loves them Robelus handouts, and its not like TSI has any weight on this either. Rogers has cable Monopoly/Oligarchy going on, so it's not like they can go someplace else, you don't want to anger the ones feeding you what you need to provide service...


TekFail

join:2013-01-25
Nepean, ON
Reviews:
·TekSavvy Cable
reply to motoracer

said by motoracer:

You seem like a customer that I'm glad I don't have to deal with. This needs to be moved to the rants section.

I like TSI _Internet_ service, their _customer_ service is the issue here.

I'm not happy with this situation, and that should be clear, but I'm not name calling or depending on profanity so this is hardly a rant.

All I'd like is some support and follow through with what has been said over the phone. I've called in repeatedly and get the same promises and no follow through. Just excuses, lies and finger pointing at their competitor.

Forgive me for trying to get some attention publicly when private channels fail.

I know they can fix this, but they have repeatedly chosen not to.


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

said by TekFail:

said by TSI Martin:

Hello,

I'm willing to help out & look into this with you, but would also need you to let me help you.

My post in TekSavvy Direct has been fermenting for 15 minutes. Not sure what else you need...

even though it's a support request, it's a simplified way to deal with a situation. That said it's going to take longer then 15 minutes. Take a deep breath and have some patience. Getting angry won't get you're move/setup done faster. Just ignore the hate posts as you'll get reamed for a negative thread. Just have some patience

said by motoracer:

You seem like a customer that I'm glad I don't have to deal with. This needs to be moved to the rants section.

That's a pretty judgemental statement. Customers are allowed to be frustrated. What make's humans unique is we all get frustrated in different ways. Some overreact and others have the patience though frustrated.

TekFail

join:2013-01-25
Nepean, ON
Reviews:
·TekSavvy Cable
reply to Misaow

said by Misaow:

Rogers has cable Monopoly/Oligarchy going on, so it's not like they can go someplace else, you don't want to anger the ones feeding you what you need to provide service...

So if the mobs big enough the right way to deal with it is to pay for protection?

They've got their technical fan base drinking the kool-aid of "Whatever bad happens it's Rogers fault" they should direct this army to help bring attention to these issues with the people who have the power to fix it. Rather than use it as an excuse to deny support and justify inaction.

Unless they'd rather have that fallback and let their competitor decide their fees.

Call me crazy, but I get the feeling this tread will mysteriously disappear in 3.. 2..

TekFail

join:2013-01-25
Nepean, ON
Reviews:
·TekSavvy Cable
reply to Tx

said by Tx:

said by TekFail:

My post in TekSavvy Direct has been fermenting for 15 minutes. Not sure what else you need...

even though it's a support request, it's a simplified way to deal with a situation. That said it's going to take longer then 15 minutes. Take a deep breath and have some patience. Getting angry won't get you're move/setup done faster. Just ignore the hate posts as you'll get reamed for a negative thread. Just have some patience

I understand how that was misunderstood, he asked me to help him help me, and I pointed out that I did already. The 15 minutes is irrelevant to my point.

TekFail

join:2013-01-25
Nepean, ON

said by Tx:

Just have some patience

I've got you guys to chill with, why would I be impatient?


TSI Martin
Premium
join:2006-02-23
Chatham, ON
kudos:33

Jon has replied to you.



TypeS

join:2012-12-17
London, ON
kudos:1
Reviews:
·TekSavvy Cable
reply to TekFail

said by TekFail:

said by Misaow:

Rogers has cable Monopoly/Oligarchy going on, so it's not like they can go someplace else, you don't want to anger the ones feeding you what you need to provide service...

So if the mobs big enough the right way to deal with it is to pay for protection?

They've got their technical fan base drinking the kool-aid of "Whatever bad happens it's Rogers fault" they should direct this army to help bring attention to these issues with the people who have the power to fix it. Rather than use it as an excuse to deny support and justify inaction.

Unless they'd rather have that fallback and let their competitor decide their fees.

Call me crazy, but I get the feeling this tread will mysteriously disappear in 3.. 2..

You're being really ignorant of how your internet service is being provided.

Might I ask, why did you go with TekSavvy instead of just getting your internet service directly from Rogers?

As for technical support, it has NOTHING to do with pointing fingers or making up excuses. Rogers OWNS the coax cabling in the ground/or on the telephone poles the feed the service into everyone's homes. Their last mile coverage, their rules. (It's not fair but its not up to TekSavvy to change either).

Rogers has made mandatory activation and move fees, the money goes to them, no TekSavvy. If a wire gets cut somewhere in your neighbourhood, an upgrade goes wrong, hardware fails, Rogers owns it all and won't let TekSavvy touch or monitor any of it. All of TekSavvy can do is call, make a ticket and wait helplessly.

This type of operation isnt agreeable to you, again, why don't you just go get your service from Rogers instead?


motoracer

join:2003-09-15
united state
reply to Tx

said by Tx:

That's a pretty judgemental statement. Customers are allowed to be frustrated. What make's humans unique is we all get frustrated in different ways. Some overreact and others have the patience though frustrated.

I was referring to the way he was ranting about the moving fee. He was well aware of the fee before he moved and he's just complaining about it after the fact.

TekFail

join:2013-01-25
Nepean, ON
Reviews:
·TekSavvy Cable
reply to TSI Martin

said by TSI Martin:

Jon has replied to you.

Yep, more promises of a refund for my time without service, acceptance that this is an unfortunate situation.

Thanks...

TekFail

join:2013-01-25
Nepean, ON
Reviews:
·TekSavvy Cable
reply to TypeS

said by TypeS:

You're being really ignorant of how your internet service is being provided.

Might I ask, why did you go with TekSavvy instead of just getting your internet service directly from Rogers?

As for technical support, it has NOTHING to do with pointing fingers or making up excuses. Rogers OWNS the coax cabling in the ground/or on the telephone poles the feed the service into everyone's homes. Their last mile coverage, their rules. (It's not fair but its not up to TekSavvy to change either).

Rogers has made mandatory activation and move fees, the money goes to them, no TekSavvy. If a wire gets cut somewhere in your neighbourhood, an upgrade goes wrong, hardware fails, Rogers owns it all and won't let TekSavvy touch or monitor any of it. All of TekSavvy can do is call, make a ticket and wait helplessly.

This type of operation isnt agreeable to you, again, why don't you just go get your service from Rogers instead?

If you got to a restaurant and ask for a rare steak, and it comes as a chunk of charcoal. You tell the waitress.

It's not her fault, and everyone knows that, but since you're not an employee, you cannot walk in to the back and tell the cook yourself. The waitress is a proxy for your concerns.

She tells your that your replacement steak will be back in a few, and when it comes it's exactly the same.

Now who's fault is it? Still the cook, but the waitress completely disregarded your issue. She saw the mistake again, and tried to serve it to me. She neglected to do what was in her power to fix it, by either talking to the bad cook, or offering a substitute.

I'm not going to point out the parallel here, but if TSI won't fight FOR me, then they're going to fight WITH me.

As I mentioned earlier, their Internet service is excellent, there's no denying that, in Ottawa at least I've never heard of a better alternative.

But now they keep serving me steak and pointing fingers.

Given yet again another round of failed support, I will be looking to see if either of the big isp's have fixed their traffic shaping issues. At which time I'll be moving away from a reseller.

FYI, I never complain at restaurants, out of fear for my health and wellbeing I just never return, but ISP's unlike food, doesn't have 13 alternatives within walking distance.

TekFail

join:2013-01-25
Nepean, ON
Reviews:
·TekSavvy Cable
reply to motoracer

said by motoracer:

I was referring to the way he was ranting about the moving fee. He was well aware of the fee before he moved and he's just complaining about it after the fact.

I'd happily pay the fee if they kept their promises. They may not have made the date, but they communicated it to me, and when I see "Confirmation" in an email, I presume that means it's not tentative or subject to change without notice.

resa1983
Premium
join:2008-03-10
North York, ON
kudos:10

said by TekFail:

said by motoracer:

I was referring to the way he was ranting about the moving fee. He was well aware of the fee before he moved and he's just complaining about it after the fact.

I'd happily pay the fee if they kept their promises. They may not have made the date, but they communicated it to me, and when I see "Confirmation" in an email, I presume that means it's not tentative or subject to change without notice.

You presumed wrong. Rogers installers fall behind schedule. It sucks, but it happens. Rogers never guarantees a date when they schedule it, cuz they know 'shit happens'.

As for the fee.. Your internet is running with TSI at the new location, you pay the fee. This fee is non-negotiable from Rogers.
--
Battle.net Tech Support MVP

TekFail

join:2013-01-25
Nepean, ON
Reviews:
·TekSavvy Cable

said by resa1983:

As for the fee.. Your internet is running with TSI at the new location, you pay the fee. This fee is non-negotiable from Rogers.

You seem well versed for not having TSI in your name. Where are you finding these details? I'd very much like to see this.


TSI Andre
Got TekSavvy?
Premium,VIP
join:2008-06-03
Chatham, ON
kudos:24
reply to TekFail

Hi TekFail,

Let me clarify a few things for you and others reading this post.

You had requested a move, which is subject to the fee, regardless if a tech actually comes or not. Sometimes, installs/moves can be done remotely and sometimes a tech is needed but regardless, we are subject to this fee so we pass it on to our customers.

You had requested the date being the 23rd however during the order process, we advised you that we needed three dates in case Rogers was unable to use the first requested date which they ended up using the 27th, which was the second entered date.

Rogers processed the request, they were unable to do the 23rd so they processed it for the next date, the 27th.

The tech comes out, and is unable to finish the install because the NODE is in someone else's backyard and he doesn't have access so it will have to be rescheduled, which is what you told us when you called in.

We reschedule the install for the 29th and that same date, you reach out to us and tell us no need to send a tech.

Unfortunately, we do not control a tech going out or not. The tech is sent by rogers regardless, and assuming by what you tell us to finish the yard work on the node.

I spoke with Martin who told me that you have not yet accepted the offer for a 1 week credit on your account. Martin has applied this regardless.

All that being said, I definitely think we should have done a better job to ensure you tested the modem before rescheduling however I do think that we were pretty prompt on getting things going for you.

If you would like to discuss things further, we can certainly do so. Just let me know when you want me to call you. andre@teksavvy.com.

Cheers,

Andre
--
TSI Andre
Director of Service Delivery

TekSavvy Website | TekSavvy Blog


TekFail

join:2013-01-25
Nepean, ON
Reviews:
·TekSavvy Cable

said by TSI Andre:

Hi TekFail,

Let me clarify a few things for you and others reading this post.

You had requested a move, which is subject to the fee, regardless if a tech actually comes or not. Sometimes, installs/moves can be done remotely and sometimes a tech is needed but regardless, we are subject to this fee so we pass it on to our customers.

Fair enough, if they had of set it up remotely and on-time. We wouldn't be getting to know each other so well.

said by TSI Andre:

You had requested the date being the 23rd however during the order process, we advised you that we needed three dates in case Rogers was unable to use the first requested date which they ended up using the 27th, which was the second entered date.

No. As you can likely see from the email communication, I was Asked for one date, the person on the phone picked the other dates in absentia. I've had this discussion on the phone and the tech agreed that this was misleading and set me up with a supervisor callback (which didn't come until I called back again)

said by TSI Andre:

Rogers processed the request, they were unable to do the 23rd so they processed it for the next date, the 27th.

k

said by TSI Andre:

The tech comes out, and is unable to finish the install because the NODE is in someone else's backyard and he doesn't have access so it will have to be rescheduled, which is what you told us when you called in.

You told me that, the voicemail from the tech said the weather prevented this access. (Which wasn't necessary anyways but I'm not holding you responsible for Rogers tech incompetence)

said by TSI Andre:

We reschedule the install for the 29th and that same date, you reach out to us and tell us no need to send a tech.

Unfortunately, we do not control a tech going out or not. The tech is sent by rogers regardless, and assuming by what you tell us to finish the yard work on the node.

I understand this. but we're nearly a week after the original "Confirmed" date.

The only way this is justified is if you agree that this is acceptable.

You should take this issue up with Rogers, not vent your frustration with them on your customers, you have the power to make that choice. I am only able to ask you to fight for me.

said by TSI Andre:

I spoke with Martin who told me that you have not yet accepted the offer for a 1 week credit on your account. Martin has applied this regardless.

So I need to accept a Credit to my account, but you'll happily bill me for a charge that I clearly don't agree with?

Also If I need to "Accept" this credit, it would be appreciated if you asked for this acceptance somehow, before a followup a month later. Otherwise to an outside observer it would appear your trying to prey on customer who sign up for pre-authorized payment and don't check their bills.

said by TSI Andre:

All that being said, I definitely think we should have done a better job to ensure you tested the modem before rescheduling however I do think that we were pretty prompt on getting things going for you.

Yea, And I know I should have tried plugging it in before calling in a move request. That would have saved time, since I'd only have to change my billing address, not my service address.

said by TSI Andre:

If you would like to discuss things further, we can certainly do so. Just let me know when you want me to call you. andre@teksavvy.com.

Why so intent on a private forum? Save for personal account details I'm happy to discuss this in the open. If I can save someone else's time and frustration then my time hasn't been wasted.


HiVolt
Premium
join:2000-12-28
Toronto, ON
kudos:21
Reviews:
·TekSavvy DSL
·TekSavvy Cable

said by TekFail:

Yea, And I know I should have tried plugging it in before calling in a move request. That would have saved time, since I'd only have to change my billing address, not my service address.

But if you have any problems in the future at your new address, if a tech has to be dispatched he will go to the old address, and nobody will help you at the new address, whether it be signal related or something to do with the local cable node or POI, since your modem is not where it's supposed to be.
--
F**K THE NHL. Go Blue Jays 2013!!!