I am hoping Marc or others can comment to this.
I was checking out the ISP CIK Telecom Inc. and came across an interesting policy they have regarding Hardware and Upgrades:
Hardware Lifetime Warranty and Upgrade Policy:
As of January 1st, 2011, all new customers must purchase CIK hardware when signing up for any CIK service. All customers receive a lifetime warranty for all their purchases and any defective hardware will be replaced free of charge. Broken hardware due to physical damage is not included in the warranty.
As technology improves, higher quality hardware is required to take advantage of enhanced internet services and features. For loyal CIK customers, active for two years or more, two excellent choices are available for upgrading their current hardware. They can choose to prepay for their service for one year and receive a new hardware unit free or purchase a new hardware unit at 50% off the list price. A shipping and handling fee will be charged.
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www.ciktel.com/ecm/eng/R ··· ware.aspThe question is, why can't Teksavvy offer something like this? Teksavy has been around over 5 years longer then CIK (»
www.ciktel.com/ecm/eng/a ··· t_us.asp) and has a much better reputation at protecting/championing for customers.
One of the things that people seem to hate about TSI is the fact that they have to get new hardware at full prices. The only concession they offer is a used modem at 30% off. If TSI can offer longer warranties and concessions to customers with tenure that would be really appreciated. Remember, these are the customers you want to retain and making them upgrade to new modems at full prices to take advantage of added speed tiers seems counter productive. Especially now that Rogers pricing is the same and in some cases lower then TSI and they include a modem for free and replace it anytime they deem it to be malfunctioning.
I have resisted going back to the Red Devil but others here do not share my loyalty. I would be curious to know what TSI attrition/churn rates are with respect to customers who have left due to Rogers Incentives.