1 edit | reply to TypeS
Re: [Cable] TEKSAVVY, KICK YOUR LAWYERS IN THE ASS said by TypeS:Again, using the excuse that you're paying TekSavvy so it's their problem to fix (when you full well know they can't since its not their equipment) is just feigning ignorance.
Do you think you will escape these problems by going with Start or Distributel?
Stop laying the blame on the independents trying to make a difference and do something yourself to change the horrid way the telecommunications industry is run.
Say you buy an iPad from Apple, and due to a manufacturing flaw your logic board fried under normal usage. Are you gonna call Apple for the warranty or do you expect people to tell you that the problem does not lie with Apple but rather their supplier Foxconn?
|
|
1 edit | reply to TypeS
+1
To add to that, you also have to consider the reason for the outage. In this case, the "problem" was the result of a serious snow storm that passed through the area, combined with driver stupidity, which resulted in an unforeseen motor vehicle collision that damaged equipment that effectively took out Rogers, TekSavvy, and AllStream. TekSavvy and AllStream have been confirmed by official TSI Staff in the forum, and I personally have phoned a few Rogers customers that I know in London, who have all confirmed their internet is experiencing the exact same issue.
Given the nature of the cause of the issue, how exactly can you fault TekSavvy in any way for this? If you have anyone to blame, it would be the driver found to be at fault for the transport truck that damaged this equipment, and they (in theory) have insurance. As sad as it is to say, the only thing that can be expected of TekSavvy is to make every reasonable effort possible to restore service. What you need to understand though is that depending on the severity of the crash and the weather conditions as they continue (such as the freezing rain in that area), it may take some time to be able to clear the crash site before being able to begin the repairs necessary to restore service.
As far as TekSavvy or Rogers are concerned (as much as I *HATE* standing up for Rogers), there was absolutely nothing they could possibly have done that would have prevented this outage. Especially on Rogers' part, this is not always the case, so take a chill pill, or go smoke a big fat dubie or something because you need to relax.
(EDIT: I forgot to mention... At TekSavvy, if you post your account details in the TekSavvy Direct forum, or call them (1-877-779-1575) and politely request a credit for the service outage that you've experienced, you may be surprised at how willing they will be to comply. This is another area where TekSavvy beats Bell and Rogers any day of the week. From my experience, whenever I've had a problem with a service not working, they have *NEVER* thought it unreasonable to not want to pay for service that I couldn't receive.) |
|
TypeS
join:2012-12-17
London, ON
kudos:1 Reviews:
 ·TekSavvy Cable
1 edit | reply to walile
said by walile:Say you buy an iPad from Apple, and due to a manufacturing flaw your logic board fried under normal usage. Are you gonna call Apple for the warranty or do you expect people to tell you that the problem does not lie with Apple but rather their supplier Foxconn?
A better one would be, you order an iPod from Apple, they ship with via UPS/FedEx (or whomever else) and the courier the proceeds to deliver to an address in the wrong city, they lose it, it gets damaged en route, etc.
Your issue (and Apples now if they care to get involved) is now with the courier. |
|
| reply to tGelinas
I absolutely understand that TSI's hands are pretty much tied in situations like this and I'm not blaming them, but they should be issuing credits for the time the service was down. They are the provider, and we as the customers are not being provided with the service currently. |
|
 AkFubarAdmittedly, A Teksavvy Fan
join:2005-02-28
Toronto CAN.
 ·TekSavvy DSL
| said by Perma:I absolutely understand that TSI's hands are pretty much tied in situations like this and I'm not blaming them, but they should be issuing credits for the time the service was down. They are the provider, and we as the customers are not being provided with the service currently.
Indie ISPs like TSI cannot offer credits like BHell or Robbers because of very thin margins. The majority of what a customer pays goes back to BHell or Robbers in the form of fees. The indies have to pay BHell or Robbers whether a customer is happy or not so it's a matter of finances for the indies who must also have have enough left over to cover their own operating expenses. The CRTC sets most of the fees through industry regulation so it's a lot more complex than just offering a credit.
--
BHell... A Public Futility. |
|
| That's not the customers problem. Would Teksavvy provide me with internet if I wasn't paying them? I shouldn't pay Teksavvy for internet I'm not receiving, Margins or not. |
|
TypeS
join:2012-12-17
London, ON
kudos:1 Reviews:
·TekSavvy Cable
| While I won't debate whether you should or shouldn't receive a credit back, by all means go make a post in direct forums and ask (I doubt they will deny).
Can you at least see it from TekSavvy's point of view? They offer plans that are heavily discounted from the incumbents advertised rates. Then they offerr large or unlimited data that further erodes profits due to capacity costs. And the outage occurs that they literally had no control over at all. There was no amount of planning that could have prevented a truck damaging network equipment. They've done nothing wrong and did not willfully cut your service.
What I've gathered from these forums since reading them the past 6 months is people are pretty ungrateful for the service TekSavvy, Start and all the other TPIAs have offered at great cost to their own companies in razor thin profit margins. People came to them looking to save money on their monthly bill, they got that. The slightest hiccup, and its pitchforks and lit torches. |
|
mattb
join:2013-02-09
London, ON | reply to Perma
I can deal with an outage once in a while without really thinking a credit is necessary, and I know it's not teksavvy's fault, nor could it have been avoided, but there has been 2 extended outages within a week of each other... I need internet access for most of what I do for work/school, and after the last 2 weekends I'm almost out of data on my cell plan. I have enough data for probably another couple hours worth of internet use, but after that I'll have to shut off my cell data, leaving me without wireless data for a week until my next billing cycle.
I understand that these things happen, and that there are a lot of people getting too worked up over it, but if Rogers is indeed delaying the repair to spite third party providers, I think some action needs to be taken. |
|
|
|
| reply to TypeS
Why don't you read what I wrote? I said I know TSI's hands are tied and I don't blame them. Their business model is low priced, unlimited internet, so due to that we shouldn't expect a break in our payments due to not having service?
If you went to McDonald's and they left out a part of your meal, say the fries or the pop, would you not expect a credit for it? |
|
TypeS
join:2012-12-17
London, ON
kudos:1 | If the server at McDonald's forgot to give you your fries or drink, they made a preventable mistake.
Where did TekSavvy drop the ball with a downed fibre trunk? Or when Rogers tinkers with their CMTS equipment? |
|
| Again, read what I previously typed out. If McDonald's couldn't provide you with the fries because their supplier ran out but still charged you the full price of the combo, would you not expect a credit? Answer the question, yes or no. |
|
AkFubarAdmittedly, A Teksavvy Fan
join:2005-02-28
Toronto CAN. Reviews:
·TekSavvy DSL
| reply to Perma
said by Perma:Why don't you read what I wrote? I said I know TSI's hands are tied and I don't blame them. Their business model is low priced, unlimited internet, so due to that we shouldn't expect a break in our payments due to not having service?
If you went to McDonald's and they left out a part of your meal, say the fries or the pop, would you not expect a credit for it?
Apples and oranges comparison. Mc Donalds pricing is not regulated by the government and there is little restraint on their margins. You need to use a comparable analogy.
--
BHell... A Public Futility. |
|
| reply to tGelinas
In my view these are the things TSI needs to do:
1) Get hold times down - they're too long.
2) Communicate with other independent ISPs working with Robbers to document a pattern of intentional delays/interference with install/support issues. Record how long it takes to get various types of problems resolved - then force it to the CRTC or courtroom and have it compared against Robber's internal stats on resolving those same issues for their customers. If they differ, nail them to the wall.
3) Obtain a ruling from the CRTC that allows TSI to pro-rate what they pay Bell/Robbers in cases of error. ie: a customer's profile gets knocked back to a lower profile when the support ticket had nothing to do with their profile = pro-rated Bell fees for the amount of time it affects the customer. Robbers disconnects services and claims TSI techs did it? No install fee paid to Robbers and is refunded to the customer.
These wouldn't be easy to do, but until there's financial disincentives they'll continue to mess with TSI's customers because they want to make TSI look as bad as possible to get "their" customers back. |
|
| Re: [Cable] TEKSAVVY, KICK YOUR LAWYERS IN THE ASS Yeah, it was pretty late when I posted this and I was being a bit ridiculous with my wording. Seriously, a big truck destroyed a bunch of fibre lines, we can't really chalk this up to a simple routing issue 
Plus, again, I didn't mean to make a whole thread about it, just a post in the general "boo hoo, internet's down" thread.
If there really is a pattern of Rogers dragging their feet on repairs, though, Teksavvy and Distributel should prove it and fight Rogers! |
|
 sbrookPremium,Mod
join:2001-12-14
Ottawa
kudos:4
·TekSavvy Cable
| reply to tGelinas
Re: [Cable] TEKSAVVY, KICK YOUR LAWYERS IN THE ASS I keep reading of people who have purchased an internet service or phone service and are absolutely dependent on it for their business. If that's the case, then you need an alternate service if it's THAT important.
I have my own business (although by and large it's currently dormant), and I can cope with a few hours downtime ... it's not too big a deal, and if worst comes to worst, I can get a dial up service up and running in about 30 minutes. So, I can cope ... it's not going to lose me $$$ if I lose my connection.
If you're running an email or web server out of your home over a residential connection and it's critical, then you shouldn't be! Your servers should be somewhere that's less likely to fail than a residential connection. At least that way, worst comes to worst, you can do as they did in NYC during Sandy and rush to the nearest closed Starbucks and use their wifi! (yup it happened).
If service is that important you need a backup plan. |
|
