netpro
@rogers.com
| Am I the bad luck one in teksavvy?
I heard lots of good things about teksavvy and actually forwarded those info to friends who eventually got the teksavvy services happily ever after.
However, My own is totally different. I ordered the Rogers home phone transfer and DSL at the end of the June to get away from Rogers. It still hasn't happened yet after 3 rejects and last one no response so far.
detailed events as below:
1. first reject. somebody mistaken put my phone company as Bell.
2. second reject. somebody called me up, got the phone company name right, but forgot to put into system!
3. 3rd reject. Nobody knows exactly why as nobody told me there was a reject until I called to find out.
4. 4th try. No response so far after overdue for two days.
What life is so unfair!!!  |
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TSI David
TSI David
Premium,VIP
join:2007-06-25
Chatham, ON | Hi,
Can you send me a PM with the information for the account so I can give you some assistance? 
--
TSI David - TekSavvy Solutions Inc. |
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netpro
join:2008-07-05
North York, ON
| Thanks David. PM sent.
said by TSI David  :Hi, Can you send me a PM with the information for the account so I can give you some assistance? |
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netpro
join:2008-07-05
North York, ON |  
Looks like going nowhere again. Guys??!!! |
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bad luck u
@videotron.ca | reply to netpro
Remind me never to go in on a lottery ticket with you |
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jyeung
inspiration reality
Premium
join:2004-03-30
North York, ON
 ·Cybersurf Corporat..
 ·3 Web
·Bell Sympatico
·TELUS
| reply to netpro
Speaking of bad luck, I think I've had my fair share of frustrations too. Granted...it's way worse with Bell (they won't even return my phone calls!), so it's a better change I suppose
- Jason |
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netpro
join:2008-07-05
North York, ON | reply to bad luck u
better yet. Just do whatever the opposite.
In this case, stay away from teksavvy's forum.
 |
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netpro
join:2008-07-05
North York, ON
|  reply to netpro
Re: Am I the bad luck one in teksavvy? - Ridiculous XXX !
Absolutely stupid customer service!
Since nobody calls me again(Not surpise here given the past 1 month experience), I called in to follow-up and only to find out the customer service put the city wrong again and caused the 4th reject. Technically "north york" and "toronto" mean the same, but Rogers won't do anything unless the address is EXACT the same as what is on my account.
The only thing they can do is to push back to another 10 days!!!!
That's it. I cannot risk Rogers disconnecting my phone before that. I am cancelling my order. It's ridiculous service. |
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netpro
join:2008-07-05
North York, ON | I have never seen such stupid customer service before!
Technical support is good and important, but it's useless when you cannot provide any service to the customer, isn't?! |
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Guspaz
Guspaz
Premium,MVM
join:2001-11-05
Montreal, QC | That's odd, TekSavvy is normally known for their excellent tech support. You might want to get in touch with Rocky (owner) and ask him to look into what's going on with your account. |
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JimmyArms
join:2008-01-09
Sault Ste Marie, ON
·TekSavvy Solutions..
| I think perhaps, and this is just a guess, that maybe teksavvy's support has been overwhelmed the last few months.
The biggest complaint I've read is that while tech support is quick to answer, easily understandable, friend, and even cheerful the answer many people are getting is that "we'll submit a ticket".
That's basically it. Then you are stuck waiting anywhere from a couple of days(best case scenario) to god knows when.
I've yet to be called back when told I would or asked to be.
It gets really frustrating.
I'm still waiting for the credit I was promised at the beginning of May. I'll wait until my July 20th bill and if it's not on there I'll probably just forget about it. The $5 or what ever it is going to be just isn't worth the aggravation anymore. |
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netpro
join:2008-07-05
North York, ON
1 edit | reply to Guspaz
No argument there. As I last post, I was NEVER complaining about the technical support. The technical support people are good, but the non-tech CUSTOMER SERVICE personnel who handle my order are absolutely idiots. Sorry to be rude, but no other words to describe them better after one month frustration! |
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netpro
join:2008-07-05
North York, ON
1 edit |  finally had to cancel everything with Teksavvy.
It's really unfortunate that I really like their products and the people in the technical support area there.It's the customer service really screwed up big this time.
I opened the transfer with Bell today. At least I can see a big difference at the customer service because they are very careful and being through. Without me having to say extra things, they are very organized and cover every detail on the order. From this perspective, you have to give Bell credit on staff training. Rocky should give his customer service personnel more training in this area for sure. |
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koreyb
join:2005-01-08
Etobicoke, ON | reply to netpro
Re: Am I the bad luck one in teksavvy?
I hate to burst your bubble, but not all Bell reps are roses either, especially the overseas robots.
I totally can't defend Teksavvy though with this case... It sounds like your a victim of multi-messups. |
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TSI Marc
Premium,VIP
join:2006-06-23
Chatham, ON
| I agree that we've dropped the ball. Rocky and I are aware of the situation. In the past week we've stopped all new activities to focus our full attention on internal processes.
Sorry for the let down gang.
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TSI Marc - TekSavvy Solutions Inc. |
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Stewy
Premium
join:2007-12-12
Kitchener, ON
| reply to netpro
said by netpro :I ordered ... DSL at the end of the June to get away from Rogers. I kinda understand your frustration but it's not as if you missed your flight to the moon or anything.
If you were with rogers and ordered DSL you should have stayed with rogers until your DSL got connected that way you wouldn't have had any downtime. Rogers will pro-rate on the day you quit and I'm sure that TSI would have pro-rated you on the day you started or even later.
When I ordered DSL my line was totally dead, I was supposed to go live on Friday and TSI was the one that called me on Monday morning asking why they didn't see any activity. I told them I didn't have DSL and they logged a ticket with Bell and it took another day or two.
Yea crap does happen and I applaud TSI for being up-front unlike other companies. |
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thorne anon
@primus.ca
| reply to netpro
I whole heartedly agree w/ you re:poor CUSTOMER-support @ Teksavvy
the technical dept is usually good but...I had my phone disconnected (rogers) due to a mis-communication. this had no initial effect on my internet but when the bell guy came to reconnect the phone the circut # changed (not a surprise). so I called TS tech dept and filled them in on the situation. I asked them to open a ticket so I could call back and quickly refrence something to get the TSR/CSR up to speed when I called back with the new circut#. TSR says 'nope' call back w/ c# and we'll open ticket, 'it's the way we do it'. so I call back later w/ the c# and decide why should I spend cell minutes when I am offered option to leave Q and create VM. so I leave VM w/ name; company name; situation; and c# and a request for a followup. I get VM few hrs later 'hi we got your VM and C#'. I call back 3 days later to get activation date and I'm told 'there is no move order' ?!? WTF !?! i say 'what about msg?' 'dont know' says CSR....
so I placed a new move order with the CSR and of course '5 day wait 'cus of Bell, nothing we can do' which is BS cop out to me given TS dropped the ball 3 days earlier. I say as much and CSR says 'someone will be talked to'...so I'm out ~CAD$2k from lost business (I have a business acc w/TS) for 3 days of continuing outage but 'someone will be talked to' and I'm supposed to feel good about this.
I recommend TS to many PPL because of their stance for net neutrality but the customer experience is declining steadily from 'Better than Bell' to 'At Best Like Bell' |
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TSI Marc
Premium,VIP
join:2006-06-23
Chatham, ON
1 edit | reply to netpro
Re: Am I the bad luck one in teksavvy? - Ridiculous XXX !
netpro,
I believe you spoke with Rocky yesterday. I understand you've already moved on, that's only fair. To clear things up a bit with regards to this thread; it was definitely not for lack of training. Your order was processed by two skilled staff from what I gathered from my discussion with Rocky (who's on the road right now, or else he'd be writing this). After discussing this for the past week we've come to understand that it's been a case of not paying enough attention to detail of the daily minute to minute activities in part due to Rocky and I having our attention in a few different directions.
Specifically, I have to defend our CSRs, they are definitely not "idiots". If anything it was that they were overwhelmed from our lack of paying attention. The blame is squarely on Rocky and I and we have heard you loud and clear. We do appreciate your honest feedback.
It should be noted that transfers from other providers, non-bell, such as Rogers are generally more involved. example; we talk to Bell, Bell talks to Rogers, Rogers responds to Bell, Bell responds to us. They are all supposed to respond with x amount of time but we've been finding that that isn't always happening.
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TSI Marc - TekSavvy Solutions Inc. |
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jfmezei
Premium
join:2007-01-03
Beaconsfield, QC
·ELECTRONICBOX
| Aren't these types of glitches sort of expected as a company starts to offer a fairly complex service ? (voice phone)
Seems to me that it in only through experience that they will learn about how to handle more complex cases, and unfortunatly, that will be at the cost of customers like netpro. |
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netpro
join:2008-07-05
North York, ON
| reply to Stewy
Re: Am I the bad luck one in teksavvy?
You don't understand. It actually is because I got the letter from Rogers more than one month ago about "go digital or be disconnected". To avoid any interruption to my phone service and a pretty good assumption on long waiting transfer time, I put the order in more than a month ago. If it wasn't for those mistakes the teksavvy's CSRs made, One month should be more than enough to transfer the phone over. Now I am at risk of being disconnected.
said by Stewy :I kinda understand your frustration but it's not as if you missed your flight to the moon or anything. |
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