Reviews:
 ·TekSavvy Cable
| reply to BronsCon
Re: They pick up quick, but I might as well talk to hold music said by BronsCon:What you're proposing is like deciding to stop seeing the whore because she's trying to collect payment for both herself and her pimp, and asking the pimp to service you directly.
I know we both see the flaws in this, but this analogy gave me a good laugh. |
|
|
|
Reviews:
·TekSavvy Cable
| reply to TSI Marc
said by TSI Marc:Kinda neat though that incumbents are offering such rebates just because of us these days isn't it? Never even heard of that 5 years ago. Seems to me if that wouldn't have happened, the OP would have had a very different feeling about this whole experience.
You should be proud, getting noticed by Rogers isn't an easy task. And while I'm sure your loving this David v. Goliath battle you've started, but David didn't win by getting his back patted by his supporters. David won from using his less obvious advantages like speed and intelligence.
He didn't win from arrogant, self-congratulatory posts in his own forums. Especially before he won.
I hope you have a plan. |
|
 TSI MarcPremium,VIP
join:2006-06-23
Chatham, ON
kudos:14 | said by TekFail:said by TSI Marc:Kinda neat though that incumbents are offering such rebates just because of us these days isn't it? Never even heard of that 5 years ago. Seems to me if that wouldn't have happened, the OP would have had a very different feeling about this whole experience.
You should be proud, getting noticed by Rogers isn't an easy task. And while I'm sure your loving this David v. Goliath battle you've started, but David didn't win by getting his back patted by his supporters. David won from using his less obvious advantages like speed and intelligence. He didn't win from arrogant, self-congratulatory posts in his own forums. Especially before he won. I hope you have a plan. Take a step back man. We've been trying to help you. There's nothing arrogant or self-congratulatory in that.
If you care to help.. The thing that's the most helpful is to give constructive criticism.. I did ask you if you had any ideas. That's not blaming anybody...
--
Marc - CEO/TekSavvy |
|
TypeS
join:2012-12-17
London, ON
kudos:1 Reviews:
·TekSavvy Cable
| reply to TekFail
said by TekFail:said by Crowbar1:It's obvious you don't know what's going on . What i fail to understand is if you're so unhappy why are you still here ? Just move on ... 
Your user icon shows your obvious bias, read the thread, I am moving on, but If I can save someone the same pain, then I will. Save them what pain? The fees associated with activating or moving (Rogers has decided they're both the same) are spelled out clearly on TekSavvy's website.
Anyone with basic observation skills knows Rogers owns the CATV network in SW Ontario and Bell owns pretty much most of the copper PSTN network in Canada. So all other competitors are going to be most likely piggy backing their physical networks. TPIA providers to the best they can with what they're given to work with.
And I have heard of worse botch ups from Acanac and Distributel.
As someone else already said in this thread, you're posts reek of self-entitlement. |
|
Reviews:
·TekSavvy Cable
| reply to TSI Marc
said by TSI Marc:Take a step back man. We've been trying to help you. There's nothing arrogant or self-congratulatory in that.
If you care to help.. The thing that's the most helpful is to give constructive criticism.. I did ask you if you had any ideas. That's not blaming anybody...
Alright, I've more or less calmed down on this issue since Friday, and as much as I've been threatening to leave, I'm not going to. You DO have an excellent internet service. Better than anyone else, and you want to fight for a better internet for everyone. I can't name another ISP that does the same.
Back in my college days I used to make some extra money for school and beer through ebay. More often that I'd like I had issues with customers, most people will accept one mistake, but every once in a while the planets would align and the same customer would get multiple shipping/billing/item issues on the same order. Some my fault, others not.
In these cases, I'd eventually look at it and say, fuck it, this guy could be lying, but if he's not, I'd be pissed that I had to pay for such a clusterfuck of problems.
So I'd write out a letter explaining the issues, tell them throw it in a box and mail it back, I'd pay to ship it back. If the item value was less than shipping it back, it was just a fuck it, here's your money back. I would let them know that I don't control customs, canadapost, usps, or the quality of manufacturing of the product. BUT they were _my_ customer, and it was _my_ feedback at stake.
It may have left me in the red $-15 and the customer didn't magically get all their problems solved, but I wanted to prove to the customer that I was on their side, and that I took ownership of their order, and set him back to 0, it may have been irritating and annoying, but in the end, it didn't cost them anything.
The majority of these left no feed back, a few actually left positive feedback, but not once, did I receive a negative feedback.
I have no idea if I ever made back that lost money by not having someone's warning to other customers in my rep.
No one likes to be ignored, and It's not like I was demanding free internet for life, or anything unreasonable. I just didn't want to pay a fee for a service that was tremendous hassle and frustration over the course of nearly 3 weeks.
You do a lot of things right, and I agree with most of how you run your business. To be honest, you're the only ISP I've dealt with that seems to understand that HTML injection is a perverse way of notifying me of anything. DNS Spoofing of failed lookups causes lots of problems for running scrapers and other scripts. Fought against UBB and of course has the CEO (which I'm hoping isn't just an intern's busywork) responds directly to customers.
You have a lot of good things for the technically savvy crowd (Should be obvious from your name) but, having worked as a tech support phone monkey for nearly 5 years, I realize that most people aren't. If you want to stay the small guy that nerds use for internet, keep doing what you're doing, I'd rather not pay for kids to wait on the phone to tell me to reboot my modem anyways.
But I have no argument to convince my mother to switch from the big guys to you. Traffic shaping doesn't matter to her, she just wants to play scrabble and forward 10 year old jokes to her neighbours, as long as it's fast enough, she doesn't care about speed. She does care that when there's a problem, she has someone to call to get it fixed, and fixed in such a way that she doesn't have to understand the trials and tribulations of being an internet reseller. Just fix it.
Your internet service is usually good, which is why I pay you for it. When it's not I don't call in to hear excuses, I call in for a solution. If it's not solved, why should I keep paying you? When I'm not happy, make me happy. You don't advertise (that I've ever seen) you don't cold call (or so I hope) so happy customers are the ones that get you new customers. So take that advertising budget that doesn't get used and put it somewhere that gets you new customers, maybe my mother doesn't care about the technical issues, but if I tell her she should be using someone else for internet, she'll listen, even without an argument.
I hope this helps you to see where I'm coming from. |
|
Reviews:
·TekSavvy Cable
| reply to TypeS
said by TypeS:Save them what pain? The fees associated with activating or moving (Rogers has decided they're both the same) are spelled out clearly on TekSavvy's website.
If self-entitlement is expecting to get what I pay for then yes I'm a terrible person.
I read the fees, and I agreed to them. I never said I wasn't aware of them. Nor did I mention that they were too high, or higher than Rogers.
I'd be happy to pay if they did what they said.
I said I was upset when the didn't give me what I was promised, repeatedly. Not that I had a problem with the fee.
If you don't want to read the thread, please don't reply. |
|
TypeS
join:2012-12-17
London, ON
kudos:1 Reviews:
·TekSavvy Cable
| said by TekFail:said by TypeS:Save them what pain? The fees associated with activating or moving (Rogers has decided they're both the same) are spelled out clearly on TekSavvy's website.
If self-entitlement is expecting to get what I pay for then yes I'm a terrible person. I read the fees, and I agreed to them. I never said I wasn't aware of them. Nor did I mention that they were too high, or higher than Rogers. I'd be happy to pay if they did what they said. I said I was upset when the didn't give me what I was promised, repeatedly. Not that I had a problem with the fee. If you don't want to read the thread, please don't reply. Perhaps you need to re-read some of the slander you have written such as this little tid-bit:
said by TekFail:....I'm willing to bet since they're not clutching to a ill-required $65 fee to stay afloat...
There are more posts where you continually brought up fees you've incurred.
I have perfectly read what you have read, as have many others that have posted in this thread. You made the thread, don't cry "don't reply" because the responses and feedback to your temper tantrum has been negative. |
|
Reviews:
·TekSavvy Cable
| Yes, it's about fees. I never denied that.
No, I never said that I wasn't aware of the fees. If I did, please quote it.
What you quoted at best was a poor choice of words. ill-deserved would be more appropriate, but that quote does nothing to prove your point.
Yes, I phrased things to get an emotional response.
No, I never slandered, to quote John Jonah Jameson, Jr.
"Slander is spoken, in print it's libel"
(While the statement isn't actually true, I just wanted to quote Spiderman) Neither is correct since nothing here is untrue, and I made a great effort to inform when I was speculating.
My request wasn't "Don't reply" it was "Read, then reply" if you put words in my mouth to make me fit the unreasonable jerk you want me to be it makes you look like you can't see past your own prejudices.
Thanks for coming out, but this thread is meant to be about a customer service issue. PM me or start another thread if you'd like to bash me personally. |
|
Reviews:
 ·SONIC.NET
 ·AT&T U-Verse
·Comcast
| said by TekFail:What you quoted at best was a poor choice of words. ill-deserved would be more appropriate Then you couldn't have been more wrong. Rogers *is* the one clutching to that ill-deserved fee. They charge TSI $65 to move your account -- That's more than a month of service on their most expensive package, you can bet they'd be in the red for the better part of half a year on your account if they didn't pass that on to you.
Rogers is clutching to that fee in hopes that it will do enough damage to *their own customers* (indie ISPs who lease lines from them) that those customers will go out of business. How's *that* for customer service?! |
|
TypeS
join:2012-12-17
London, ON
kudos:1 Reviews:
·TekSavvy Cable
| reply to TekFail
You have been proven wrong by not just me in this thread already. I am not putting words in your mouths. As I said, go re read what you have posted.
But now that you admitted you were quite emotional in your posts before weekend, lets leave it at that.
You've also said you're working with TekSavvy to get your issues resolved.
I said it in another thread, patience is best way to avoid making a technical situation worse when Rogers decides to drop the ball with a TekSavvy account. Or when a TekSavvy CSR forgets to mention something or mentions something in error. In the latter, TekSavvy is more than willing their correct their own mistakes. |
|
Reviews:
·TekSavvy Cable
| reply to BronsCon
said by BronsCon:Rogers is clutching to that fee in hopes that it will do enough damage to *their own customers* (indie ISPs who lease lines from them) that those customers will go out of business. How's *that* for customer service?!
While I have no doubts that's true, and I agree it's shitty (and anti-competitive) business practice. But they've never made it my problem on the phone.
As a Rogers (consumer) customer, if you can make a case on how they dropped the ball, they'll credit it to your account and occasionally give you some trivial discount as an apology (Experiences from rogers mobile, not rogers internet.)
I'm not the indie ISP leasing the line, they wouldn't (and shouldn't) listen to me, since I'm not that kind of customer to them.
TekSavvy IS and SHOULD, I realize since this is a big money agreement, I doubt there's a CSR that'll say sorry and credit their account, but there are avenues to fix this. And they should. But passing the problem on as justification to their customers is unacceptable.
As I stated before, I read the fee, I accepted it, and I expected to get what was agreed upon when I accepted the service, knowing the fee.
I had the choice to bail there, so I passively agreed that the $65 was not an unreasonable charge for the service. But they dropped the ball providing that service, what I received was not what I was promised.
If I buy a product and it's not as advertised, I return it to the store, not mail it back to the manufacturer. The store didn't make the product or write the claims on the box, but they took my money, so they have some responsibility, even through their only the middleman. |
|
Reviews:
·TekSavvy Cable
| reply to TypeS
said by TypeS:You have been proven wrong by not just me in this thread already. I am not putting words in your mouths. As I said, go re read what you have posted.
Quote? Or we can just drop this and let you save some face.
said by TypeS:But now that you admitted you were quite emotional in your posts before weekend, lets leave it at that.
More reading issues, I "phrased the to get an emotional response" hoping that the "squeaky wheel gets the grease". Successful, no, but there's more people aware of my concerns than if I just kept pestering them privately on the phone.
I was angry, but I did what I could to present my situation completely hoping for a resolution.
Step back and read what's there, not what you'd like to see.
said by TypeS:You've also said you're working with TekSavvy to get your issues resolved.
I said it in another thread, patience is best way to avoid making a technical situation worse when Rogers decides to drop the ball with a TekSavvy account. Or when a TekSavvy CSR forgets to mention something or mentions something in error. In the latter, TekSavvy is more than willing their correct their own mistakes.
TekSavvy's mistakes and lack of resolutions is what brought me here in the first place.
TekSavvy is the one billing me, I'd love for them to fight for me, I resent it when they deny responsibility for what they're charging me, then point me where I have no voice. |
|
TSI MarcPremium,VIP
join:2006-06-23
Chatham, ON
kudos:14 | reply to TekFail
Hum. I'm confused. Is your service not working at your new address?
--
Marc - CEO/TekSavvy |
|
TypeS
join:2012-12-17
London, ON
kudos:1 Reviews:
·TekSavvy Cable
1 edit | reply to TekFail
Having a worked at a store that is much like Canada Computers for 3 years, I have very intimate knowledge of how returns for full refund defective products worked. Your analogy works to an extend but not fully.
Stores accept returns on defective products and offer full refunds because the supplier they purchased that product from will take it back. Said supplier can send bulk failures back to the manufacturer and be credited back. Manufacturers rarely ever deal with retailers. Even Best Buy buys its stock from suppliers such as Ingram Micro.
In this case about TekSavvy, if they are the retailer and Rogers is the manufacturer. Rogers as the manufacturer is unwilling to admit fault. Unlike what usually happens in the retail > supplier > manufacturer chain.
If manufacturers would not take responsibility, stores would never, ever take returns (they'd probably wouldn't bother selling any product that didn't have 100% assurance of being perfect). They'd lose too much money having to take returns and writing the products off as losses.
TekSavvy's fault here is that it seems (correct me if I am wrong here), the CSR you spoke to failed to mentioned that there 3 install dates and gave you the impression the Rogers tech would be there for certain on one date.
That is more like a store advertising a sale, not advertising the sale end date and you arriving a day after the sale is over and being told you must pay normal price now. |
|
Reviews:
·TekSavvy Cable
| reply to TSI Marc
said by TSI Marc:Hum. I'm confused. Is your service not working at your new address?
Yes, It is functional, after many calls, call backs, reschedules, missed delivery dates and wasted time.
If the "moving" information stated that It'd require constant attention, all dates and times are subject to change without warning and your internet will be setup sometime in the next month. We'd be cool. Unhappy, maybe, but at least I'd have gotten what I was promised.
Or so I presume that's where you're going with this.
I think I'm done with this, I'd appreciate if you read my longer post in reply to your previous message. You asked for constructive criticism and that's what I tried to give. |
|
TSI MarcPremium,VIP
join:2006-06-23
Chatham, ON
kudos:14 | reply to TypeS
said by TypeS:TekSavvy's fault here is that it seems (correct me if I am wrong here), the CSR you spoke to failed to mentioned that there 3 install dates and gave you the impression the Rogers tech would be there for certain on one date.
Hum, yeah but no matter what was said. There is no way the service would have gotten installed sooner. I.e. whatever issues in communication there may have been.. It did not result in a delay of any kind from what I was able to understand. Is that not correct?
--
Marc - CEO/TekSavvy |
|
TypeS
join:2012-12-17
London, ON
kudos:1 Reviews:
·TekSavvy Cable
| said by TSI Marc:said by TypeS:TekSavvy's fault here is that it seems (correct me if I am wrong here), the CSR you spoke to failed to mentioned that there 3 install dates and gave you the impression the Rogers tech would be there for certain on one date.
Hum, yeah but no matter what was said. There is no way the service would have gotten installed sooner. I.e. whatever issues in communication there may have been.. It did not result in a delay of any kind from what I was able to understand. Is that not correct? I don't know, I'm not the OP of thread Marc. :>
Just a poster who was grown irritated at how threads like these misrepresent TekSavvy because people put emotions before logic.
As my own review states, I have lost connectivity twice, for a period of over 48 hours. I have felt the pain and frustration that comes with you folks being a TPIA provider and relying on Rogers being honest
So far the inconveniences I have suffered don't overshadow the savings I get had I stuck with Rogers 2 years ago. |
|
Reviews:
·TekSavvy Cable
| reply to TSI Marc
said by TSI Marc:Hum, yeah but no matter what was said. There is no way the service would have gotten installed sooner. I.e. whatever issues in communication there may have been.. It did not result in a delay of any kind from what I was able to understand. Is that not correct?
We were in the middle of juggling a move, a house sale and my business, not to mention a family.
If you had just promised the correct date it would have caused less of a planning upset and added stress to an already stressful situation.
The problem isn't that it took too long, it was lack of communicating the correct date. |
|
TSI MarcPremium,VIP
join:2006-06-23
Chatham, ON
kudos:14 | reply to TypeS
Haha of course.. That's a Q for the OP for sure.
--
Marc - CEO/TekSavvy |
|
TSI MarcPremium,VIP
join:2006-06-23
Chatham, ON
kudos:14 | reply to TekFail
said by TekFail:said by TSI Marc:Hum, yeah but no matter what was said. There is no way the service would have gotten installed sooner. I.e. whatever issues in communication there may have been.. It did not result in a delay of any kind from what I was able to understand. Is that not correct?
We were in the middle of juggling a move, a house sale and my business, not to mention a family. If you had just promised the correct date it would have caused less of a planning upset and added stress to an already stressful situation. The problem isn't that it took too long, it was lack of communicating the correct date. Hum. I can see how it created additional confusion. Moving is very stressful there's no doubt in that. However, from our perspective, there was nothing else we could do regardless.. You're service was never getting installed sooner than the date it was installed, it was the absolutely earliest date available. I.e. we did everything right accept make absolutely clear that there were in fact three dates. Not one. Though.. Clearly you knew something about three dates because we always ask for three dates. You *wanted* another date.. We wanted to give you that date.. But it wasn't possible. Isn't that the real story here?
The net result is that we *did* deliver on what you asked for.
--
Marc - CEO/TekSavvy |
|
