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TSI Marc
Premium,VIP
join:2006-06-23
Chatham, ON
kudos:28
reply to HiVolt

Re: Terrible Terrible TekSavvy / Bell Story

Agreed, and it has been getting looked into but no straight up answers yet. I'll get back to you.
--
Marc - CEO/TekSavvy


Teddy Boom
k kudos Received
Premium
join:2007-01-29
Toronto, ON
kudos:21
said by TSI Marc:

Agreed, and it has been getting looked into but no straight up answers yet. I'll get back to you.

We really should be talking about this in one of the 50 DCM475 firmware threads, but....

Marc, how is it coming with getting me a loaner with STAC.02.16 firmware? If I can get a copy of the firmware file, I can upgrade people very easily, and this will be a great service to all Teksavvy customers around Toronto.
--
electronicsguru.ca/for_sale/Cablemodems

bbiab

join:2004-05-26
What firmware might we expect if we were to purchase a DCM475 currently from TSI?


concerned1

@bell.ca
reply to TSI Marc
TSIMarc you should also read your own forum. There are stories of the cable Modem issue with firmwares also.

»forums.teksavvy.com/yaf_postst46···tes.aspx
»forums.teksavvy.com/yaf_postst47···-31.aspx


TSI Martin
Premium
join:2006-02-23
Chatham, ON
kudos:33
said by concerned1 :

TSIMarc you should also read your own forum. There are stories of the cable Modem issue with firmwares also.

»forums.teksavvy.com/yaf_postst46···tes.aspx
»forums.teksavvy.com/yaf_postst47···-31.aspx

Those have already been taken care of.
--
TSI Martin (Escalations / Social Media) - TekSavvy Solutions Inc.
Authorized TSI employee ( »»TekSavvy FAQ »Official support in the forum )


TSI Marc
Premium,VIP
join:2006-06-23
Chatham, ON
kudos:28
reply to concerned1
ok. this is good. I'm eating my words a bit here but that's ok. I'm listening.

First. This notion that we are telling our staff to tell customers that they are SOL and that we leave them hanging without internet... I want to categorically say that we've never instructed our staff to do that.

I've made it a point to highlight that internally and so going forward we shouldn't be hearing about that. Very un-TekSavvy on that front for sure and I think these are a few of the staff and not all of them.

For the cable firmware issue. The simple answer is that the best way to solve this is through a CMTS push to the modem. Anything else leads to lengthy down time.

That's the situation we're in right now, where if you have such a problem. Our only solution is to replace the modem. Which we are and have been doing but the instructions perhaps had not been made 100% clear to everybody. We are doubling up efforts on this front.

The cable firmware issue is not simple to fix and it will continue to be a major problem. I have also reached out to the incumbent to see if they can find a way to help us out in these situations.

The only practical way to upgrade cable modems is through the CMTS and we don't control it so we need their assistance somehow.

As far as training goes. We have done more than 20000 hours of training this year.

These situations are not "normal" problems. I will keep defending the staff because I get way more positive feedback each day then I do negative and that these modem problems are a bummer however you slice it. It means downtime for no go reason each and every time.
--
Marc - CEO/TekSavvy

MaynardKrebs
Heave Steve, for the good of the country
Premium
join:2009-06-17
kudos:4
said by TSI Marc:

The cable firmware issue is not simple to fix and it will continue to be a major problem.

So's the Bell Cellpig DSL modem firmware.

How about stepping up to the plate and finally running your own FTTH with modems you take full responsibility for? Or your own neighbourhood mesh wireless networks with 300Mbps radios?


thcmacgyver

join:2010-01-29
canada
reply to TSI Marc
"20000 hours of training" and still no one can really read DSL or cable signals properly. Sounds like a bad trainer....

Also what happened to the manual that was made, and why are agents are getting denied access to it, to read on there own time?


novinha

@dfait-maeci.gc.ca

1 edit
reply to TSI Marc
Marc, I was frankly surprised at the customer service performance because you had such great reputation for it as a company. But I assure you, it's not the odd person having a bad day. I spoke to three agents in the past three days - and it was a farce. Basic, and I mean basic, listening skills, nevermind technical or customer relations competence, was simply not there. I can give you an example, after being on the phone with "Dave" for 30 min, troubleshooting, opening a ticket with Rogers, he concluded the call with assuring me that a new modem is on the way - !!! We just spent the last half hour troubleshooting this new modem which I already received and installed, as I repeatedly mentioned to him.
In retrospect, it makes sense that whatever tickets he created made no sense.

If you can believe it, I just received another call asking me to verify whether the new modem is plugged in, and since I am currently not home, I've been asked to call back to provide this assurance. No further work will continue on this issue until I do it.

The only pleasant and efficient customer service I've received thus far is from the accounting department when I call in every month with my Amex

Martin, I appreciate your offer of looking into this, in fact I would be very grateful. I can't pm you as a non-member, but you can contact me at [removed] at gmail and one of the tickets I've had for this issue was OID-[removed], I hope that helps in tracking it down.


TSI Marc
Premium,VIP
join:2006-06-23
Chatham, ON
kudos:28
reply to thcmacgyver
Click for full size
There is your manual.
--
Marc - CEO/TekSavvy


TSI Martin
Premium
join:2006-02-23
Chatham, ON
kudos:33
reply to thcmacgyver
A lot of things have changed since you left. Training is much better. It's not all agents, but a few that need clarification on a certain things.

Proper questions are being asked. Although I'll agree that some steps could be skipped on certain situation, but the overall communications for agents have been much better.

9 out of 10 things are communicated to the staff before released to the public, as where we used to find things out via Rocky & Marc through DSLR first & then agents were told. So on that front... it's help tremendously.

Being an ISP, means there is always improvement to be done, and even when we are making way on something, two other things will pop up.

We live in a continuously changing environment. Keeping up is the half the game.

Martin
--
TSI Martin (Escalations / Social Media) - TekSavvy Solutions Inc.
Authorized TSI employee ( »»TekSavvy FAQ »Official support in the forum )


thcmacgyver

join:2010-01-29
canada
reply to TSI Marc
Ah nice books. To bad all the agents don't see them


TSI Marc
Premium,VIP
join:2006-06-23
Chatham, ON
kudos:28
agents as in other companies who resell or wholesale us?
--
Marc - CEO/TekSavvy


thcmacgyver

join:2010-01-29
canada
reply to TSI Martin
Well that's good that training is better now. Just wished I would stop seeing agents making dumb mistakes, that makes teksavvy look bad.

You put some many hours in for a company, and to see management doing things that, they used to get mad at when they were agents them self's. Just a major pet peeve.


TSI Marc
Premium,VIP
join:2006-06-23
Chatham, ON
kudos:28
where are you "seeing agents making dumb mistakes"?
--
Marc - CEO/TekSavvy


thcmacgyver

join:2010-01-29
canada
reply to TSI Marc
Agents in general.

Gets annoying when your at work and your helping people over Ontario, and they start talking about Teksavvy. And you find out that they reason why there angry is they got lied from an uneducated agent. Which could have been avoided by searching for DSL area, from the bell portal to make sure they can get 5mb, but just doing a quick search on the address and see who else in the area has it as well.

As there is a lot of things, my self I would do differently, but i left so it does not matter, or would have mattered. As techs voices are usually unheard as the high ups think they are all mighty. Remember the 516 script issue

Sorry to rant, but starting to get annoyed with the teksavvy comments.


thcmacgyver

join:2010-01-29
canada
.


thcmacgyver

join:2010-01-29
canada

1 edit
reply to TSI Martin
Like I love you guys, and have always stuck up for Teksavvy. But come on, send a email to your agents for advise for what can be improved and see what happens and listen to them. As we don't all think the same way, and some of your agents might have a good idea to help out. Hell we are teksavvy

Oh and it would be best to have one person get the emails, so they don't go missing or unheard


Tx
bronx cheers from cheap seats
Premium
join:2008-11-19
Mississauga, ON
kudos:12
Reviews:
·TekSavvy DSL
·FreePhoneLine
·Rogers Hi-Speed

1 edit
reply to novinha
said by novinha :

Marc, I was frankly surprised at the customer service performance because you had such great reputation for it as a company. But I assure you, it's not the odd person having a bad day. I spoke to three agents in the past three days - and it was a farce. Basic, and I mean basic, listening skills, nevermind technical or customer relations competence, was simply not there. I can give you an example, after being on the phone with "Dave" for 30 min, troubleshooting, opening a ticket with Rogers, he concluded the call with assuring me that a new modem is on the way - !!! We just spent the last half hour troubleshooting this new modem which I already received and installed, as I repeatedly mentioned to him.
In retrospect, it makes sense that whatever tickets he created made no sense.

If you can believe it, I just received another call asking me to verify whether the new modem is plugged in, and since I am currently not home, I've been asked to call back to provide this assurance. No further work will continue on this issue until I do it.

The only pleasant and efficient customer service I've received thus far is from the accounting department when I call in every month with my Amex

Martin, I appreciate your offer of looking into this, in fact I would be very grateful. I can't pm you as a non-member, but you can contact me at REMOVED at gmail and one of the tickets I've had for this issue was REMOVED, I hope that helps in tracking it down.

Might i suggest removing your ticket ID and your email and email martin at support@teksavvy.com with ATTN: Martin in the subject?

I wouldn't post either OID or your gmail email on here.

my 2c

Edit: I suggested to remove them yet i quoted you lol..


Tx
bronx cheers from cheap seats
Premium
join:2008-11-19
Mississauga, ON
kudos:12
Reviews:
·TekSavvy DSL
·FreePhoneLine
·Rogers Hi-Speed

1 edit
reply to thcmacgyver
said by thcmacgyver:

Like I love you guys, and have always stuck up for Teksavvy. But come on, send a email to your agents for advise for what can be improved and see what happens and listen to them. As we don't all think the same way, and some of your agents might have a good idea to help out. Hell we are teksavvy

I know you worked there, but i don't think emailing the agents would fix it. At our office though email is MANDATORY to read when you have any to open and read half the office doesn't do it.

I find it a lack of respect for the job personally and if it were my employees i'd lay the hammer down. Threat of loosing the job will either smarten up the group or weed out the crappy agents that don't care to educate themselves.

I don't know what internal issues there are that you may know about so i cannot comment on that of course lol

Been quite a few years since i worked at any office since i own my own business but this was how it was always done. No one cared enough.


TSI Marc
Premium,VIP
join:2006-06-23
Chatham, ON
kudos:28
reply to thcmacgyver
I'm not sure what you're referring too but in the last 6 months, since we've moved into the new location, there's been a massive amount of change. It's like night and day from a year ago. Whatever you think you know, assume that's no longer the case because pretty much everything is different.

It's fair game though that the past will come up and pretty much until we're absolutely flawless for a year straight, I'll have to defend like this. But I guess that's what I'm trying to say is that things are changing and they're changing for the positive and so you have to look at what's happening in real time. Issue by issue.
--
Marc - CEO/TekSavvy


thcmacgyver

join:2010-01-29
canada
reply to Tx
Ah worked there for many years and loved it so much that took too much to heart and had to leave on health issues.

But just got annoying when agents email management for a issue or change to help out, and you would get a angry message back or a sarcastic replay back, which would cause the ball to stops there and not get to the proper people that will listen or fix the issue.

Now don't get me wrong, i will still refer people to Teksavvy. Just I will be doing their support on all levels, instead of the new Teksavvy techs. So they don't have to worry about DMC charges.


Comment

@teksavvy.com
reply to TSI Marc
"As far as training goes. We have done more than 20000 hours of training this year."

You can't help yourself, can you? Faced with a unpleasant reality, there is this persistent Pavlovian response of throwing out some "statistic" as though it were a "solution". There is an old observation that "20 years experience" can simply mean doing the same thing year after year, learning nothing.

You are in denial (no, it's not a river in Egypt). Teksavvy has a cultural systemic problem. Any one reading this thread (and others) will see it. In spite of all the protests to the contrary, you do not show any interest in the individual customer, but rather generating "statistics" that "prove" overall "customer satisfaction".

And that is the primary underlying problem.

Look at what can be gleaned from this thread:

1. Call response time has been continually getting worse for over a year. As it has degraded, it has simply been accepted as the "new normal". Yes, there are new hires, but only in reaction to the situation getting worse, never sufficient to "reverse the trend".

2. A new phone system was installed, not to reduce call response times (although it was hoped to be an ancillary result), but to "improve" the audio quality and provide better internal facilities for Teksavvy. And events have shown that this installation was woefully inadequately tested and that there was NO fall-back should things go wrong.

3. For whatever reason (it doesn't have to be a direct instruction), problems are NOT escalated and are NOT properly processed NOR documented. (It's a guess, but I suspect that the Techs are measured on how fast they can "clear a call", rather than how effectively it was resolved.)


thcmacgyver

join:2010-01-29
canada
reply to TSI Marc
Yes I know things have changed for the better, but there are things that should have changed as well.

Also fixing the portal for resellers would be nice too. So we don't have to call up to get a DSL signal check.

As that would cut down call time as well. But that's what i mean. Little things that would save time and money.
As that way, that agent that is taking that call, is able to help other clients that have issues.


TSI Marc
Premium,VIP
join:2006-06-23
Chatham, ON
kudos:28

1 edit
reply to novinha
said by novinha :

Marc, I was frankly surprised at the customer service performance because you had such great reputation for it as a company. But I assure you, it's not the odd person having a bad day. I spoke to three agents in the past three days - and it was a farce. Basic, and I mean basic, listening skills, nevermind technical or customer relations competence, was simply not there. I can give you an example, after being on the phone with "Dave" for 30 min, troubleshooting, opening a ticket with Rogers, he concluded the call with assuring me that a new modem is on the way - !!! We just spent the last half hour troubleshooting this new modem which I already received and installed, as I repeatedly mentioned to him.
In retrospect, it makes sense that whatever tickets he created made no sense.

If you can believe it, I just received another call asking me to verify whether the new modem is plugged in, and since I am currently not home, I've been asked to call back to provide this assurance. No further work will continue on this issue until I do it.

The only pleasant and efficient customer service I've received thus far is from the accounting department when I call in every month with my Amex

Martin, I appreciate your offer of looking into this, in fact I would be very grateful. I can't pm you as a non-member, but you can contact me at [removed] at gmail and one of the tickets I've had for this issue was OID-[removed], I hope that helps in tracking it down.

okay. thanks for this post.
--
Marc - CEO/TekSavvy


TSI Marc
Premium,VIP
join:2006-06-23
Chatham, ON
kudos:28
reply to thcmacgyver
things are still changing.
--
Marc - CEO/TekSavvy

graniterock
Premium
join:2003-03-14
London, ON
Reviews:
·WIND Mobile
·TekSavvy Cable
reply to TSI Marc
It might be because my wife worked in a call centre for many years or it could be the social worker in me but.... trying to read between the lines about some of the CSR / Client reports and all the changes occurring over the last while I'm wondering if some of the CSR's are suffering from occupational stress.

Not to pick on Dave but this account reads like someone who is burning out. You see it in the health care field too that as people become stressed and burnt out one can become more rigid / nitpicky with rules, less likely to provide access to supervisors or consult with others and have reduced inability to empthathize or listen to customers.

I have no idea what the TSI call centres are like as a work place. I have generally heard good things. It's not just about the training. Perhaps consider some moral boasting efforts as we approach the return of students to school and the increase of demand that comes along with it.

quote:
To add insult to injury, the support staff refused to escalate the call, and kept forcefully reminding me that I cannot get a refund. When I finally spoke to someone in customer service I received a lecture about the fact that the Terms of Agreement which I accepted upon signing up state that TSI will have time to complete their troubleshooting. So if the support agents, through incompetence or malice, prolong the service outage, I'm out of luck. And if I attempt to cancel the service, if only to stop wasting my time on these pointless calls that lead to no resolution - I can't get my money back.


Rastan

join:2007-04-25
Canada
Reviews:
·TekSavvy DSL
·voip.ms
I worked in a call centre as a tech support/customer service agent in the past and it's a thankless job. Even if Teksavvy's management team is good, the customers usually suck. If wait times are now back to 5-10 minutes that means Teksavvy's employees don't even get a short break between calls and dealing with arrogant & ignorant customers all day long is not pleasant.

It's hard to run a call centre but my advice to Teksavvy is to do away with the typical performance matrix most call centre's use, if they use this evaluation system. It doesn't evaluate employees accurately and the matrix itself provides incentives for employees to take shortcuts in order to score more points. The whole system is counterproductive and useless.


Tx
bronx cheers from cheap seats
Premium
join:2008-11-19
Mississauga, ON
kudos:12
Reviews:
·TekSavvy DSL
·FreePhoneLine
·Rogers Hi-Speed
said by Rastan:

I worked in a call centre as a tech support/customer service agent in the past and it's a thankless job. Even if Teksavvy's management team is good, the customers usually suck. If wait times are now back to 5-10 minutes that means Teksavvy's employees don't even get a short break between calls and dealing with arrogant & ignorant customers all day long is not pleasant.

It's hard to run a call centre but my advice to Teksavvy is to do away with the typical performance matrix most call centre's use, if they use this evaluation system. It doesn't evaluate employees accurately and the matrix itself provides incentives for employees to take shortcuts in order to score more points. The whole system is counterproductive and useless.

Hit the nail on the head there... I was level 3 support at an old job.

Example (real life though i could be off on the queue by a few):

Queue @ 105
SLA 35% (for the day) _expected daily projections are 88% plus

and we get 10 seconds from the minute we set ourselves on "READY" on the phones after a call. If we are on BUSY or the end of a call for an excessive amount of time it reflects badly on our quarterly reviews. It takes a toll when it's irate customer after another.

Wait times of 15 minutes people usually were ok. 20-1 hour we had a steaming person on the phone, especially if the call was *cough* dropped by another agent as they were placed on hold.

It is truly a thankless job. I loved the job, still would but don't expect many praises. It's not ALWAYS bad. I had several customers who shot the shit with me while we troubleshoot the issues. Avoid dead air, but keep a call at a minimum. Our expected call per was 14 minutes for level 3 support.

It's no wonder our office lost the contract.

As for agents redoing tests over and over each phone call i find bad. In the helpdesk software we used (Clarify, Siebel and Heat) you read the notes right away before proceeding to testing all over again.


TSI Marc
Premium,VIP
join:2006-06-23
Chatham, ON
kudos:28

1 recommendation

reply to Comment
said by Comment :

"As far as training goes. We have done more than 20000 hours of training this year."

You can't help yourself, can you? Faced with a unpleasant reality, there is this persistent Pavlovian response of throwing out some "statistic" as though it were a "solution". There is an old observation that "20 years experience" can simply mean doing the same thing year after year, learning nothing.

You are in denial (no, it's not a river in Egypt). Teksavvy has a cultural systemic problem. Any one reading this thread (and others) will see it. In spite of all the protests to the contrary, you do not show any interest in the individual customer, but rather generating "statistics" that "prove" overall "customer satisfaction".

And that is the primary underlying problem.

Look at what can be gleaned from this thread:

1. Call response time has been continually getting worse for over a year. As it has degraded, it has simply been accepted as the "new normal". Yes, there are new hires, but only in reaction to the situation getting worse, never sufficient to "reverse the trend".

2. A new phone system was installed, not to reduce call response times (although it was hoped to be an ancillary result), but to "improve" the audio quality and provide better internal facilities for Teksavvy. And events have shown that this installation was woefully inadequately tested and that there was NO fall-back should things go wrong.

3. For whatever reason (it doesn't have to be a direct instruction), problems are NOT escalated and are NOT properly processed NOR documented. (It's a guess, but I suspect that the Techs are measured on how fast they can "clear a call", rather than how effectively it was resolved.)

Dude,

You've demonstrated nothing to me. You're wrong on all three counts.

It's the reverse that's happening. I'm on here defending because I know just how hard the staff are working and that it's my job to back them up. How am I to expect that they will back me up if I don't have their backs. It's precisely because it's unpleasant that I'm here, answering the tough questions. Raising the bar, trying to meet expectations.

If on the other hand everything was going to hell in a hand basket, it would be as you say and I would definitely not be on here, apparently acting like there's nothing going on.

There *is* something going on. There are some problems and I'm here addressing them.

Wait times are back down to 20 minutes or so now that the phone system is fixed. 20 additional bodies are starting on the phones on Monday, they've been in training for the past two weeks.

Things break down when the central tool that runs the entire company is not working tip top. You can only test so much and if you haven't been hiding under a rock for the past two years, the previous phone system was a piece of junk, so dealing with the queues for a couple weeks was acceptable. The phone system wasn't crashing, it was simply a configuration problem that required vendor support. case closed.

It's you guys making mountains. We have 20 new bodies on the floor now and another 20 on the way and 2 months ago we hired 20 as well. We haven't just been waiting for things to blow up. Necessarily though they are less experienced regardless of the amount of training they've received, and they've received good training, certainly better the in the past.

So, yeah, we're going to have a few things messed up here and there, we're not perfect. I'm committing though that we will try to make things right each and every time we find a problem.

So look. lets let things play out. You guys keep speaking up and we'll keep paying attention and whatever problems do come up we can talk about it and work through it.

For what it's worth, each and every comment on CanadianISP was reviewed by our VP of Operations. The guy running the entire shop essentially. We've been on the problems all year and you'll notice that the same problems are not coming back except for systemic problems like firmware on modems. Take away, missed appointments by the incumbents, Crazy setup and DMC charges imposed on us by the CRTC, firmware issues and incumbent network outages or distance issues where service wasn't available. You're left with not too many problems. We have wait time issues here and there but for the most part wait times have been in the single digit minutes all year. We monitor this all day every day.

Now, do I think we can improve, hell yeah. But my point is that everything is not completely messed up. We need better systems to track stuff better 100% agree, working on that. We recently deployed an upgraded ticketing system that has helped but it's not nearly enough. We need to keep training and cross training our staff. 100% agree... that's happening but it takes time. we have 250-300 staff working for us, it's the busy season. Call volumes are up nearly 25% from a couple months ago. People are being asked to work over time to help out.

I'm not absolving myself and that's probably the thing that I'm most frustrated about is that I need to be on here and paying more attention but also conveying more what's going on internally. We've changed so many things and so many things are on the way. we have a new web site nearly finished, very excited about that. We have new web forms for Videotron, Cogeco and Telus nearly ready to go. We have a new mail server nearly ready to deploy. Many of these things have been problems for years. We're finally improving them.

I know I'm coming off like I don't want to accept what you see as being in plain view but I'm not going to agree to that and it's just that simple. We're working way too damn hard to try to please and it's more a case that until everything is absolutely all up to par and our attention can fully be devoted to only the customer experience, you will not be satisfied. We're getting closer but we still have hurdles to cross. In my view its converging at a very fast pace and it's a matter of making things more simple for the staff to respond too. As it is now, it's still very difficult to remember everything that needs to happen.. you can see the picture with all the different manuals.. it's way too much. This is why these web forms are so important, they also automate a great number of things internally so that we don't have to hand hold everything. I believe that the old forms require 7 human touches for each order. The new forms only require one or two. These are things that really dial down the level of complexity of things, so we can focus on you guys and not on the difficult to manage system.

so those are my thoughts. I'm out in plain view, take it for what you will. Either way, things are improving, whether you see it or not, it will become more and more visible in the months ahead.

In the mean time if anybody has problems, please reach out to us if you cant get through to us via the normal methods. Try the normal methods but if not, reach out here on DSLr, reach out on twitter, or facebook.. or email. I've never refused help to anybody and don't be fooled into thinking that the actions of a few represent the core values of the company at large. Have a bit of faith if you don't care much for my words.

I'm going to call it quits on this thread, I'll keep reading but I put myself on the line and I've heard what you all have said. Some points taken and hopefully some given if you're open to it. For those affected by unfortunate events, I'm sorry and lets see what we can do to make it right.

cheers.
--
Marc - CEO/TekSavvy