Reviews:
 ·TekSavvy Cable
1 edit | [Resolved] I might as well talk to hold music My misadventure (and first time) dealing with TekSavvy support.
Moved within Ottawa, called, was told a fee of $65 and arranged a date (Well, three) got an email back confirming it with teksavvy. Then got a call from the installation guy stating it was not only not on the day confirmed, but 3 days after the latest date, called in.
Said they couldn't do anything, refused to waive the fee after failing to follow through, but promised a discount for the extra days with no internet.
Waited till the day, installer was unable to install because of snow (This is ottawa, wtf?) but regardless, he left with only a voicemail notice after 10 minutes.
Called back to explain, picked another date, got another promise of not having to pay for internet for the days i was STILL out.
At this point I got curious since we had basic cable TV working and plugged it in. Low an behold it worked, I had internet, why didn't I try this earlier?
Called back to TekSavvy, told them I didn't need a guy to come hook it up, cancelled it, and thought all was well.
Sure enough the install guy showed up anyways, told him I didn't need him. And now I just got my bill and not only was I charged $65 for an installation that A) was cancelled, and B) Wasn't needed.
And just to add insult, all those gracious discounts they offered for the days I was without internet never showed up.
I must have talked to these people for 4 hours cumulatively and they didn't follow through on ANYTHING they promised.
How do you get attention from TekSavvy?
I've recorded most of my phone calls with them, so I'm certain I can get the money they stole back through small claims, but I'd rather have them man up and show this customer service they brag so much about.
And are there any alternatives for Ottawa other than Ma Bell and Roger$ traffic shaping nightmare?
Edit: After quite an interesting thread, TekSavvy did go out of their way to right this in a mutually beneficial way. Perhaps it shouldn't have taken so long to come to a resolution, but it's worth reading.
I would like to apologize for any venomous statements, and thank everyone for playing.
TekSavvy may be a smaller ISP, but they are a truly unique company. |
|
 TSI MartinPremium
join:2006-02-23
Chatham, ON
kudos:23 | Re: They pick up quick, but I might as well talk to hold music Hello TekFail,
Sorry to hear about your misadventures.
For one, the date that your service started, is the day your first payment will cover. If the service was delayed by 3 days, then your activation initially set will be bumped up to the day the service starts. That way the payment you made to activate the service will reflect the true start date.
The activation fee is directly handed over to Rogers. An activation fee is not only to cover the install but the administration of the account.
If you would kindly send me a PM or post in the » TekSavvy Direct forum, I will take a closer look at your situation & see if we dropped the ball on anything.
Best Regards,
Martin
--
TSI Martin (Escalations / E-Services) - TekSavvy Solutions Inc.
Authorized TSI employee ( »»TekSavvy FAQ »Official support in the forum )
Follow us on Twitter : @TekSavvyCSR ; @TekSavvyNetwork |
|
Samgee
join:2010-08-02
canada
kudos:2 | reply to TekFail
You pay the installation/activation fee no matter what, it's part of setting up the service. The tech still should have tagged the line coming into your house as having third party internet access on it though just incase you cancel your cable TV so they don't disconnect the line completely.
So it sounds like you just need them to adjust your billing date so you don't end up paying for time you weren't using the service (even though it was still likely active the whole time). |
|
|
|
Reviews:
·TekSavvy Cable
| reply to TSI Martin
Martin Says: "For one, the date that your service started, is the day your first payment will cover. If the service was delayed by 3 days, then your activation initially set will be bumped up to the day the service starts."
Original post says: "Moved within Ottawa"
Not sure how I misled you to believe that I just signed up, but this is a move. Thanks, but no thanks copypasta.
And both my Dec bill (which had the unnecessary and unrequested move fee) and January have the same cost as previous months for internet.
I'm not sure who your paying $65 to update my address in some database, but that seems criminal. Since, as I mentioned I did not need nor request a service person.
Yes the line should be tagged, but since the box is sitting exposed in a disheveled mess of wires and broken plastic in my neighbours yard, I somehow doubt they check them often. I'll pay the $65 to have it reconnected if they actually start to maintain their equipment and notice this oversight. History suggests they'll disconnect it a few times even if it is tagged (Issues during original setup > 1 year ago) |
|
Misaow
join:2010-10-19
Ottawa, ON | reply to TekFail
You paid 65$ for the move fee because Rogers charges Teksavvy that to simply change the address. |
|
TSI MartinPremium
join:2006-02-23
Chatham, ON
kudos:23 | reply to TekFail
Hello,
Moving from 1 location to another, would still be considered like a new activation. Although the information on our end wouldn't necessarily change other then the address in our system, Rogers would still need to ensure they hook up the service at the residence even if remotely activated.
The move fee is a prequesite when moving. If the service was delayed and not working/activated on the day that was set, what ever the reason may have been we can look into that.
I'm willing to help out & look into this with you, but would also need you to let me help you.
Thanks,
Martin
--
TSI Martin (Escalations / E-Services) - TekSavvy Solutions Inc.
Authorized TSI employee ( »»TekSavvy FAQ »Official support in the forum )
Follow us on Twitter : @TekSavvyCSR ; @TekSavvyNetwork |
|
Reviews:
·TekSavvy Cable
| reply to Misaow
said by Misaow:You paid 65$ for the move fee because Rogers charges Teksavvy that to simply change the address.
So they neglect any semblance of support because they can just point fingers at rogers? Then rogers tells me to call TSI. While I fund this ridiculous dependancy cycle? |
|
Reviews:
·TekSavvy Cable
| reply to TSI Martin
said by TSI Martin:Hello,
I'm willing to help out & look into this with you, but would also need you to let me help you.
My post in TekSavvy Direct has been fermenting for 15 minutes. Not sure what else you need... |
|
Misaow
join:2010-10-19
Ottawa, ON | reply to TekFail
Rogers says to contact TSI because you are not Rogers' customer, you are TSI's. TSI is forced to rely on Rogers to do any changes. Rogers will do almost anything in there power to give you the worst service possible because you are not a customer of theirs. Ex: not showing up for a call, telling you to go through TSI which delays everything because Rogers takes 48hrs+ to respond to any TSI requests.
As long as Rogers calls you to set-up a time they have done their work as mandated by the CRTC, them not showing up is them sticking it to you for using TSI over them. |
|
TSI MartinPremium
join:2006-02-23
Chatham, ON
kudos:23 | reply to TekFail
said by TekFail:My post in TekSavvy Direct has been fermenting for 15 minutes. Not sure what else you need...
We are looking into it. Me & Jon are both looking at what happened, is going on & will happen. Please bear with us while we look at getting you a proper answer.
Thanks.
--
TSI Martin (Escalations / E-Services) - TekSavvy Solutions Inc.
Authorized TSI employee ( »»TekSavvy FAQ »Official support in the forum )
Follow us on Twitter : @TekSavvyCSR ; @TekSavvyNetwork |
|
Reviews:
·TekSavvy Cable
| reply to Misaow
Re: They pick up quick, but I might as well talk to hold music said by Misaow:As long as Rogers calls you to set-up a time they have done their work as mandated by the CRTC, them not showing up is them sticking it to you for using TSI over them.
So TSI would be the only entity to bring this up as an unfair business practice, monopolistic, anti-competitive, etc. to the CRTC, or whatever gov't alphabet soup keeps Rogers in line?
Since this has been going on since I started with TSI (~2 years), it would seem their ignorance, negligence, or compliance at the very least their lack of communication regarding their action against this is justified how? |
|
| You seem like a customer that I'm glad I don't have to deal with. This needs to be moved to the rants section. |
|
Misaow
join:2010-10-19
Ottawa, ON | reply to TekFail
They have brought it up many times, but the CRTC loves them Robelus handouts, and its not like TSI has any weight on this either. Rogers has cable Monopoly/Oligarchy going on, so it's not like they can go someplace else, you don't want to anger the ones feeding you what you need to provide service... |
|
Reviews:
·TekSavvy Cable
| reply to motoracer
said by motoracer:You seem like a customer that I'm glad I don't have to deal with. This needs to be moved to the rants section.
I like TSI _Internet_ service, their _customer_ service is the issue here.
I'm not happy with this situation, and that should be clear, but I'm not name calling or depending on profanity so this is hardly a rant.
All I'd like is some support and follow through with what has been said over the phone. I've called in repeatedly and get the same promises and no follow through. Just excuses, lies and finger pointing at their competitor.
Forgive me for trying to get some attention publicly when private channels fail.
I know they can fix this, but they have repeatedly chosen not to. |
|
 Txbronx cheers from cheap seatsPremium
join:2008-11-19
kudos:3
 ·FreePhoneLine
·Rogers Hi-Speed
 ·TekSavvy DSL
| reply to TekFail
said by TekFail:said by TSI Martin:Hello,
I'm willing to help out & look into this with you, but would also need you to let me help you.
My post in TekSavvy Direct has been fermenting for 15 minutes. Not sure what else you need... even though it's a support request, it's a simplified way to deal with a situation. That said it's going to take longer then 15 minutes. Take a deep breath and have some patience. Getting angry won't get you're move/setup done faster. Just ignore the hate posts as you'll get reamed for a negative thread. Just have some patience
said by motoracer:You seem like a customer that I'm glad I don't have to deal with. This needs to be moved to the rants section.
That's a pretty judgemental statement. Customers are allowed to be frustrated. What make's humans unique is we all get frustrated in different ways. Some overreact and others have the patience though frustrated. |
|
Reviews:
·TekSavvy Cable
| reply to Misaow
said by Misaow:Rogers has cable Monopoly/Oligarchy going on, so it's not like they can go someplace else, you don't want to anger the ones feeding you what you need to provide service...
So if the mobs big enough the right way to deal with it is to pay for protection?
They've got their technical fan base drinking the kool-aid of "Whatever bad happens it's Rogers fault" they should direct this army to help bring attention to these issues with the people who have the power to fix it. Rather than use it as an excuse to deny support and justify inaction.
Unless they'd rather have that fallback and let their competitor decide their fees.
Call me crazy, but I get the feeling this tread will mysteriously disappear in 3.. 2.. |
|
Reviews:
·TekSavvy Cable
| reply to Tx
said by Tx:said by TekFail:My post in TekSavvy Direct has been fermenting for 15 minutes. Not sure what else you need...
even though it's a support request, it's a simplified way to deal with a situation. That said it's going to take longer then 15 minutes. Take a deep breath and have some patience. Getting angry won't get you're move/setup done faster. Just ignore the hate posts as you'll get reamed for a negative thread. Just have some patience I understand how that was misunderstood, he asked me to help him help me, and I pointed out that I did already. The 15 minutes is irrelevant to my point. |
|
| said by Tx:Just have some patience
I've got you guys to chill with, why would I be impatient? |
|
TSI MartinPremium
join:2006-02-23
Chatham, ON
kudos:23 | Jon has replied to you. |
|
