TypeS
join:2012-12-17
London, ON
kudos:1 Reviews:
 ·TekSavvy Cable
| reply to TekFail
Re: They pick up quick, but I might as well talk to hold music 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? |
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Reviews:
·RoadRunner Cable
 ·AT&T U-Verse
 ·VOIPo
| 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. |
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Reviews:
·TekSavvy Cable
| reply to TSI Martin
Yep, more promises of a refund for my time without service, acceptance that this is an unfortunate situation.
Thanks... |
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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. |
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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. |
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resa1983Premium
join:2008-03-10
North York, ON
kudos:7 Reviews:
·TekSavvy Cable
| 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.
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Battle.net Tech Support MVP |
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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. |
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 TSI AndreGot TekSavvy?Premium,VIP
join:2008-06-03
Chatham, ON
kudos:8 | 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
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TSI Andre
Director of Service Delivery
TekSavvy Website | TekSavvy Blog |
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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. |
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 HiVoltPremium
join:2000-12-28
Toronto, ON
kudos:17
·TekSavvy Cable
 ·TekSavvy DSL
| 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.
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F**K THE NHL. Go Blue Jays 2013!!!
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Reviews:
·TekSavvy Cable
| said by HiVolt: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.
Almost 2 years at the old address never had someone dispatched. for $65 bucks saved for only the risk of having to pay $65 later if someone needs to be dispatched, seems like a pretty harmless risk.
Considering all the anti-rogers sentiment here I'm certain that if it meant depriving rogers of $65 then it's your duty as a teksavvy flock to do it. |
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TSI AndreGot TekSavvy?Premium,VIP
join:2008-06-03
Chatham, ON
kudos:8 | reply to TekFail
Hello,
I offered to discuss things over the phone as its a little easier than going back and forth. You can record the call, it wont bother me. If you would rather do it on the forum, I have no issues with that as well.
You posted something that I wasn't fully aware of about the misunderstanding on the dates, and for this I apologize.
That being said, I can understand the frustration this has caused. I was informed that you for sure understood it was 3 days. I read the emails and eventhough we had specified on a previous email that we needed to submit 3 dates, I could see the opportunity for confusion. That being said I am willing to provide you another week of credit which translates to one week of downtime and one week as a courtesy credit.
The move fee is still applicable no matter what. At the end of the day, we moved the service for you and it is functional. This is not something I can take up with Rogers to waive. I know this is not what you want to hear but its the truth. Feeling that we let you down, I am providing you the credit, but the activation fee is still there.
I hope this helps.
Andre
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TSI Andre
Director of Service Delivery
TekSavvy Website | TekSavvy Blog |
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Reviews:
·TekSavvy Cable
| said by TSI Andre:That being said I am willing to provide you another week of credit which translates to one week of downtime and one week as a courtesy credit.
At least this wasn't in complete vain, (plus I'm stuck in a hospital waiting room for a friend so it's not like I've got anything better to do)
Do I need to jump through any hoops to accept this?
I'm going to make this my final post, which was posted to the "Direct" forum during my conversation with another tech.
----CP---Start------
Since I've already wasted close to 4 hours of phone agent time (Lets assume $12/h) = $48
Plus the cost of phone time on a 1-800 number, well use that to round it up to $50, though I doubt it's that cheap.
And having a manager read through the case and call me back. $20/h * 0.5) = $10
And now I've had 2 separate email agents read through this (15 minutes * 2 agents * $12/h) = $6
And the discount I wouldn't have got if you stuck with what was originally promised. ($40/m) / 1 week = $10
we're up to $76, which we could have saved money and hours of time and spent time helping other customers with issues that aren't dead obvious to fix.
So you've (based on a conservative estimate) spent more than it would have to actually give me support, not to mention I'm still extremely dissatisfied with the support I've received.
-----CP--End--------
And this isn't including the time since that post, If you put one tenth the effort in to providing support to your customers you would build an army of customers that believe you're the best, and not just the best alternative.
I don't have numbers, but I'm willing to bet the number of customers Rogers has vs. TekSavvy is orders of magnitude larger. They can afford to lose a lot more customers than TekSavvy, yet sadly, their support is better, when I called Rogers originally to switch to TekSavvy the customer retentions rep offered me well over $40 in discounts to try and keep me as a customer, that's $40 a month not one time. How come they can afford to have terrible service yet they are leaps and bounds more proactive than the smaller guy?
I get that you've got your hair up and are committed to denying me what I'm asking for, while I don't agree with that, I'm going to accept it and look for better options for myself rather than try and force your hand. So you win, congratulations, but I hope you don't consider this a success because you can only do this so many times. |
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| reply to TSI Andre
You can't pick just 1 date, it has to be 3 different dates |
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Reviews:
·TekSavvy Cable
| said by chrisl83:You can't pick just 1 date, it has to be 3 different dates
I understand that now, the way it was phrased in the email was more than a little ambiguous, which they agreed and apologized for, but this isn't the only issue. |
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TSI AndreGot TekSavvy?Premium,VIP
join:2008-06-03
Chatham, ON
kudos:8 | reply to TekFail
I hope your friend feels better soon.
No you don't have to go through hoops to accept the offer. I will make sure its applied on the account.
I don't count this as a success as you are obviously not satisfied with the outcome but I honestly do feel is it appropriate and sufficient on my end.
At the end of the day, we are not perfect and the best we can do it to continue to improve ourselves. We are not always going to please everyone but we will try our best within a reasonable fashion.
I sincerely hope that you do decide to stay with us but it sounds like your mind is made. If you do move to Rogers, I hope you the best.
Rogers has a lot more money to throw around then we do. We honestly try to provide the best service possible but our resolutions cant always be to "throw money at the customer".
If there is ever anything you would like my help on, feel free to PM me or email me, it will be my pleasure to help you.
Thanks,
Andre
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TSI Andre
Director of Service Delivery
TekSavvy Website | TekSavvy Blog |
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Jaxom
join:2012-03-10
East York, ON | reply to TekFail
Wow, OP recorded all his conversations. Sounds like he was looking for trouble. |
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 Txbronx cheers from cheap seatsPremium
join:2008-11-19
kudos:3
·FreePhoneLine
·Rogers Hi-Speed
·TekSavvy DSL
| said by Jaxom:Wow, OP recorded all his conversations. Sounds like he was looking for trouble.
Actually this is becoming more and more common oddly enough. He's not the first by a long shot and won't be the last |
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mkay
join:2008-04-13
Kingston, ON
4 edits | reply to TSI Martin
I had the exact same situation as op when I moved into my new place in sept 2011. DSL was suppose to be active on the 3rd. My activation was delayed 2 or 3 times due to mistakes by your rookie customer service. When they sent the order to bell the first time, they messed up the address. The second time they asked bell for 5meg install even though I agreed several times for a lower profile since my new place was far from the central office.
My install was delayed for 5 days each time until they said the 19th is when it should be on and offered me a dial up login (why this wasn't offered after the first mess up is beyond me).
The dsl light came on around the 15th so I called in and told them its working and to change my activation/billing date. None of the mistakes tsi csr's made were noted on my account. Even the supervisor that gave me the dial up login did not note. After explaining everything to a new csr, I was assured the refund/activation date would taken care of. It wasn't.
A few months later I get a an extra bill. Called in again and found out my activation date is still the 3rd and no money was refunded for the time without a connection. It was a big confusing mess since they CHANGED my payment date to sync with my phone payment date without my permission.
Getting a refund for the time offline was like pulling teeth but I eventually got it. I still have no idea when my real activation date is, they refuse to change it. When I was looking into switching to start.ca I called and asked if I canceled then when would my internet stop? She said the 30th. I told her no that's my payment date, I wasn't connected until the middle of the month. She was rude and had a very bad attitude. It seems like my account is full of bad notes. Every time I call in now I get treated like a criminal even though I have been a loyal customer and paid on time for the past 4 years.
That was and will be my last communication with tsi cs.
I had even tried getting support from the direct forum and they didn't help at all(my posts have expired/deleted). I find it extremely sad years later people are having the same issues. Reading now that you CAN move activation dates frustrates me to hell. I think its time to switch to start even if I do end up having to make a double payment since I have no idea when my DSL would cancel. |
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 TSI MartinPremium
join:2006-02-23
Chatham, ON
kudos:23 | Hi,
I've looked up the account and find out what is going on.
Rather than detailing everything I'll simply give you the important dates.
Your phone is paid up to the 30th of each month.
Your DSL is paid up to the 2nd of each month.
So if you cancel your phone, DSL may be out of service for 2 or 3 days depending on the amount of day in the month.
Hope this will clear up what you were looking for.
If you would like additional details, feel free to contact me via PM & tell you exactly were things got all messed up.
Regards,
Martin
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TSI Martin (Escalations / E-Services) - TekSavvy Solutions Inc.
Authorized TSI employee ( »»TekSavvy FAQ »Official support in the forum )
Follow us on Twitter : @TekSavvyCSR ; @TekSavvyNetwork |
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