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 TSI MarcPremium,VIP
join:2006-06-23
Chatham, ON
kudos:23 | reply to sbrook
Re: Teksavvy of yesteryear (rant) We have plenty of techs... We just hired a ton in the last few months.
At this point ticket requests are now getting prompt responses. Now the issue is that they are making a ton of changes to their network, node splits presumably and RF signal changes and somehow our users appear to be getting affected by outages while their own users appear to have much less problems.
There are three types of problems that we are seeing. RF issues leaving customers offline. DHCP issues where, despite having provided them with more than enough IPs, customers are not getting them assigned to them and leaving them offline. The last is modem swaps, in various circumstances users are left offline.
Things had improved leading into the beginning of last week, but since then, their responses to our tickets continues to be quick but they are making more changes than ever on their network and so now the number of affected has gone back up. We are told that things should get back to normal by mid week however, I don't know what that means exactly.
At a glance it seems as though they are making a mad dash for the end of the month. Hopefully we are now nearing the end of it.
Growth wise, August was a larger month but September has been average. There is no case to be made for growing to fast (there wasn't one for August either, we were ready and they had the correct forecasts). This is a pure case of maintenance or upgrades being done poorly and leaving our users offline. We have a fairly large base of customers spread out across their entire footprint and so nearly anywhere they do maintenance, we hear about it. What I have seen is that any TPIA in the same areas are all down while their own users appear to have little or no interruption of services.
The info we have, which is limited as we are simply not getting much feedback, we are providing. If we had an ETA, we would give it...
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Marc - CEO/TekSavvy | |
 sbrookPremium,Mod
join:2001-12-14
Ottawa
kudos:11
 ·WIND Mobile
 ·TekSavvy Cable
| Hi Marc,
Not saying you don't have the people ...
I think that if you go back a few years, when I called TekSavvy on behalf of my daughters (I was still with Rogers since there was no TPIA Cable and DSL doesn't exist where I live), I usually got someone with a good degree of overall technical knowledge.
As time has gone by, the NEED for that overall technical knowledge amongst support staff is no longer there since on the cable side especially, there's not a whole lot to actually do in terms of problem solving. Most of the calls being complained about for example are those where the TekSavvy CSR takes the problem statement, does basic troubleshooting which feels scripted and then hands the problem off to the vendor. Granted, a lot of that "scripting" is because the vendor is requesting info that may be unecessary for a lot of calls, but is just a part of what's needed to get the ticket past the Rogers ticket script analyzer. (I swear that's how Rogers email support worked ... it looked for keywords and questioned you based on those keywords ... "My Internet isn't working, I have no lights on the modem so I can't browse" will kick in with "What Browser are you using?")
I'm not saying growing too fast, but rather that the gradual change in tech support has come as a result of growth, not its speed. | |
TSI MarcPremium,VIP
join:2006-06-23
Chatham, ON
kudos:23 | I'm not going into the past at all... I'm just trying to cut through it all and look at what's going on right *now*. And right now, it's very clear where the problems are.
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Marc - CEO/TekSavvy | |
Breeman
join:2013-09-12
Thornhill, ON | reply to TSI Marc
said by TSI Marc:We have plenty of techs... We just hired a ton in the last few months. said by TSI Marc:Things had improved leading into the beginning of last week, but since then, their responses to our tickets continues to be quick but they are making more changes than ever on their network and so now the number of affected has gone back up. We are told that things should get back to normal by mid week however, I don't know what that means exactly. Marc, I to believe what you are saying, but the vast majority of techs are polite robots who strictly adhere to protocol. Even supervisors are not created equal. From my experience, there were only about 2 or 3 agents that were experienced and had sound reasoning that utlimately helped me resolve the issue, which took almost 2 months to resolve, and I had suspected the modem for a very long time based on the diagnostics performed early on.
In the end, you can't keep blaming the incumbent. Each case must be scrutinized and the problem not generalized, with the finger immediately pointing to the incubment. In my case, if a new modem was sent to me when the diagnostics had indicated that it could well be the problem, then my issues would have been solved at least 1 month earlier. You don't know how many times I asked for a new modem (my initial modem was open box, and although it's re-certified, I really question the robustness of the recertification process as is obviously demonstrated in my case)
Technicians need to be more empowered, but protocols need to be changed in dealing the customers issues. For example, I think I asked for a new modem on 5 separate occassions; each agent refused. Finally, the 6th agent looks at my file and right away tells me he'll send me a "new" (open box) modem, and I didn't even bring up the topic. I phone in again, after receiving the modem, and a different agent questioned why I received another open box modem, and sent me a brand new modem to ensure 100% that the modem is or is not the issue (this particular agent was very good and had sound, logical reasoning)
When I finally had everything working (the new modem did the trick) I phone in again and the last agent I talked to, a supervisor in fact, told me that if he had handled my case from the very beginning, he would have sent me a new modem right away.
So, you see, it all depends on who you get. It really shouldn't be this way. Most people would have given up in my case, and left Teksavvy. In the end, I'm glad I stuck it out, but man, it was extruciatingly painful | |
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