 TSI MarcPremium,VIP
join:2006-06-23
Chatham, ON
kudos:13 | reply to graniterock
Re: [DSL] A paying customer of more than 4yrs is not worth $25 said by graniterock:Regardless.... the wording is confusing. Hopefully this thread will lead to someone from TSI reworking the wording on the website.
Sure, the less confusing language looks like this;
Legacy GAS -> FTTN ADSL2/2+ $50 Activation
Legacy GAS -> FTTN VDSL $50 Activation
FTTN ADSL2/2+ -> Legacy GAS $50 Activation
FTTN ADSL2/2+ -> FTTN VDSL $50 Activation
FTTN ADSL2/2+ -> FTTN ADSL2/2+ $25 Speed change
FTTN VDSL -> Legacy GAS $50 Activation
FTTN VDSL -> FTTN ADSL2/2+ $50 Activation
FTTN VDSL -> FTTN VDSL $25 Speed change
(Just copied from above)
If everybody agrees that this is what it needs to say.. I'll make sure it gets changed...
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Marc - CEO/TekSavvy |
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Sunfox
join:2003-12-14
Markham, ON | Maybe you need a little Javascript thing with two pull-down service-type boxes and a dollar total.
"I have:", "I would like:", and "This is what it will cost:". |
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| reply to TSI Marc
said by TSI Marc:said by graniterock:Regardless.... the wording is confusing. Hopefully this thread will lead to someone from TSI reworking the wording on the website.
If everybody agrees that this is what it needs to say.. I'll make sure it gets changed... Actually they don't only need to reword the other charges section but also general descriptions on the plan descriptions. I checked the 7/1, 10/1 and 15/1 - no where it says anything about it being a different technology or tier.
The above three plans are very effective in telling you how long you need to wait to download a song, video or a movie and the price tag. Nowhere do I see anything about it being different technology. Moreover, it actually has the same paragraph For our DSL customers..... that is there on the 6/0.8 GAS plan!!
So when the OP (or any other non-tech savvy person who doesn't know anything about DSL or xDSL7++) says that all that he wants is a speed change, I think they are right to a certain extent. What is required for Teksavvy is to go and dust the cobwebs on their web site?
PS: Any person who bought their DSL modem from Teksavvy in the last 3-4years would have atleast gotten a Speedtouch 516 which is ADSL2+ capable and from the point-of-view of the user it is just a speed change. |
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Reviews:
 ·TekSavvy Cable
 ·ELECTRONICBOX
·TekSavvy DSL
| Honestly with the Price drop on the Install fee i would Just go and change the Line Speed Cost to $50 for everything rather than have 2 prices it would be simplier and everyone would be able to understand it in plan english changing speed $50 dollars.
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Every time Someone leaves Sympatico an Angel gets its wings.
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Reviews:
 ·voip.ms
| said by morisato:Honestly with the Price drop on the Install fee i would Just go and change the Line Speed Cost to $50 for everything rather than have 2 prices it would be simpler and everyone would be able to understand it in plan english changing speed $50 dollars.
Ya, or just say "up to $50" then only charge $25 for simple profile adjustments. Nobody is going to complain when the price charged is less than expected. |
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 nanookPremium,MVM
join:2007-12-02 | reply to TSI Marc
said by TSI Marc:Sure, the less confusing language looks like this...
If everybody agrees that this is what it needs to say.. I'll make sure it gets changed...
WADR I think you're missing the whole point of this thread. While what follows is critical, it's meant in a constructive way to benefit your customers.
Most TekSavvy customers aren't technically savvy. Nor are they lawyers. They don't want (or need) to know the difference between GAS and FTTN, between ADSL and VDSL, between a speed change and a tier change. They don't care if these charges are applied by Bell or by you, whether you pass them on without adding margin or you make a pot full of money on them, etc.
You need to simplify this. You need to explain in plain English (and French) so that there are no misunderstandings when the customers call to order an upgrade and no surprises when the techs, and later the invoices, arrive. Like the OP they don't want to feel like they've been misled or cheated.
You're in the communications business. Start communicating. Lose the jargon. Add some graphics. Make it clear if their existing modem will work or if they'll need to rent a new one for $8/month (that isn't mentioned in the price.) Etc.
P.S. While I (hopefully) have your attention, please also remember that only a very small percentage of your customer base know about this forum let alone monitor it on a regular basis. The rest of them don't even know about the changes we're discussing here. So speaking of "tiers" ISTM you need to think about how to include this majority — your largest customer tier — in TSI's customer communications strategy. |
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Reviews:
·voip.ms
·igs.net
·TekSavvy DSL
| said by nanook:Most TekSavvy customers aren't technically savvy. Nor are they lawyers. They don't want (or need) to know the difference between GAS and FTTN, between ADSL and VDSL, between a speed change and a tier change. They don't care if these charges are applied by Bell or by you, whether you pass them on without adding margin or you make a pot full of money on them, etc.
You need to simplify this. You need to explain in plain English (and French) so that there are no misunderstandings when the customers call to order an upgrade and no surprises when the techs, and later the invoices, arrive. Like the OP they don't want to feel like they've been misled or cheated.
I agree. You get a lot more frustrated customers if you provide insufficient information than if you provide too much. |
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