O Canada! > Canadian > TekSavvy > Teksavvy - What the hell has happened to you guys?

Teksavvy - What the hell has happened to you guys?

They got 'big' and instituted 'process'.

reply to LondonOntGuy
You'll hear the same song and dance which rings true...Installs are well... it's like me calling you to show up somewhere... i can only hope you do.

Part i'm curious about is the rep hanging up on you. Were you cursing at the rep? belligerent with him/her at all? They are allowed in any office to hang up if the call get's way to out of hand.

Not saying you did, but i have to ask.

As for the install refund, i'm honestly surprised Teksavvy doesn't refund and fight bell themselves, and if they cannot fight bell then close the doors to bell. The business model of "shit, we can't do anything" really does suck for them and the customers.

reply to LondonOntGuy

reply to LondonOntGuy
Teksavvy's hands are tied by the system they labor under.

If you are really annoyed by these things please yell at the CRTC as things can only really change if and when they take notice of how the incumbents are allowed to routinely screw over their independent competition.

reply to LondonOntGuy
Looking into this.

reply to LondonOntGuy
Hi LondonOntGuy,

I am sorry that you feel this way. I can certainly help moved things along for you whether that is getting your stuff fixed or cancelling your account.

I wanted to put clarification out there on a few points:

1) When a technician for Phone Service does not show (you're not the first customer and you won't be the last) the policy is that we have to wait until midnight to open a ticket/escalate the issue. This is not a new process. It has been this way for a long time. I realize that this is not ideal but this is what we have been told to do by Bell so we have to respect it. In many cases, they batch up the activation/provisioning in their systems which can take up to midnight, hence the process.

2) The reason you were told that if you decide to cancel that the activation fee would not be refunded is because we are not permitted a refund unless the problem can be proven to be of fault by Bell. The reason why we asked to wait until midnight is that at that then, we would be able to determine if the issue was a simple as the service was activated but there is an issue or the order didn’t get completed and we have to interface with Bell to find out why. In your specific case, the order was not completed.

We have called Bell to find out why not, and they have advised us of that even though we got a confirmation that your order was set for yesterday, it got stuck in the system. That being said, if you are willing to give it another try, I will certainly attempt an escalation for you.

3) You are absolutely correct, we do need take ownership of issues regardless of who caused them, and we certainly have been doing so. Us informing you of what happened and what the next steps are is not an attempt to distract you with magic smoke by shifting things on Bell, it is us informing you of the situation. A case of us shifting blame and leaving it at that would be to just tell you “tough luck” and then do nothing about it.

If there is one thing that I think we could of done better here, it should have been to explain to you that if at midnight, the order was completed, we would open a ticket and if it was not completed, like what actually happened to you, then we would need to interface with Bell and that we would escalate with them for an expedition of installation.

Since we now have the specifics as to what happened in your situation, I am more than willing to provide you with a refund for phone services.

Please let me know how you wish for me to proceed.

Thanks,

Andre
--
TSI Andre
Director of Service Delivery
Authorized TekSavvy Employee ( »TekSavvy FAQ »Official support in the forum )
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reply to LondonOntGuy
The Bell process never changed, that has always remained the same. There's a chance the Bell tech will show up and there's a chance they won't show up either because they have retail customers which take priority or Bell 'loses' the order.

On TekSavvy side, I'm sure the phone support has slipped but the fees and how they handle it have not. Sometimes they do credit back but as per their terms you cannot expect it even if Bell doesn't show, and especially if you only tried to schedule it once.

reply to LondonOntGuy
Well TSI don't handle the installs (as you know already) and they are contracted by Bell technicians.

I believe you have to let TSI/Bell attempt another install. Unless they cannot absolutely provide service to your location due to technical issues, i believe the $25 is non-refundable.

reply to LondonOntGuy
I agree it sounds like the customer is trying to pull one over.

Like there is a guide someplace for: Arrange service with competitor, get better deal from incumbent, attempt to cancel with competitor and then rant about it on forums if you don't.

I have a hard time believing a legitimate customer swears and rants like this over one missed install date and not getting a $25 refund.

reply to LondonOntGuy
That's all fine and dandy but what if it "gets lost in the system again" again? I really don't understand what's so difficult, especially since a tech visit wasn't even required.

And now the phone service at my soon to be former London home is in jeopardy because I want to cancel my DSL there? Sounds like BS to me.

Edit: So my $25 will indeed be lost? That's fine. Hope you fuckers choke on it.

reply to LondonOntGuy
Threads like this are why Rocky moved into the insurance business.

reply to LondonOntGuy

reply to LondonOntGuy

Re: Teksavvy - What the hell has happened to you guys?

reply to LondonOntGuy
"So my $25 will indeed be lost? That's fine. Hope you fuckers choke on it."

Hope you choke on your tongue. One thing to be upset, another to swear, and threaten people. Guessing you're what, 19?

reply to TSI Andre

I should have send, we can't not follow the process. We can still fight it at a higher level but until it changes we can just do things outside of process.