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TekFail

join:2013-01-25
Nepean, ON
Reviews:
·TekSavvy Cable
reply to scorpido

Re: They pick up quick, but I might as well talk to hold music

said by scorpido:

Don't waste your time trying to get anything out of TSI, it is the age old excuse of we paid rogers, and to hell if were going to eat the cost. If I had to deal with this kinda crap I would have told TSI to beat it, ate the cost and made sure everyone knew. The whole we pay rogers /bell so your not getting your money back because some how you being the customer it's your fault excuse is so old. In fact anyone who asks me about TSI I tell them stay away and go to a company that takes accountability and also is not afraid to fight for our rights as Canadians. Since Rocky left, TSI is all about money and hell with the customer.

As much as this may encapsulate how I felt during this situation. I've got to say, I've never had Ted Rogers look in to my problem.

I'm willing to bet that this will end with no change, but at the very least I feel like I'm being listened to more than just a Tier one Tech and the supervisor that he has beers with after work, with my problem logged in a database never to be seen again.

Sadly that's how it worked when I worked in a call center on behalf of a well know fruit-themed computer manufacturer.

Do what I did, make a thread, explain your issues. Resist the urge to call them all child molesters and con men, ignore the fanboi's trolling and show them why you feel this way.

I really thought this would last an hour or so then "This thread could not be found"

+1 for having the CEO respond.
+1 for not culling all unsavoury or unflattering threads
+1 for talking like human beings (and stopping the copypasta)

The frustration from this issue angers up my blood, but the availability and human-ness of this support forum is at the very least unique and interesting.

TekSavvy to me now is a lot like a damn fine shirt, with a spaghetti stain down the front. I used to like it, I want to still like it, so it's hard to throw out. But I'll be damned if I'm going to wear it in public.

(I'm going to talk to a shrink about these analogies.)

At least having the CEO tell me to go fly a kite is a little more official than some nameless at the end of a 1-800 number.

scorpido
Premium
join:2009-11-02
New Hamburg, ON
kudos:1

Yes that is one of the many benefits of TSI, that the CEO and CTO are both in the forums. It is just sad that they are putting out more fires then before. There are benefits to TSI, but the company directive has changed and that's what bugs me.



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

said by scorpido:

Yes that is one of the many benefits of TSI, that the CEO and CTO are both in the forums. It is just sad that they are putting out more fires then before. There are benefits to TSI, but the company directive has changed and that's what bugs me.

Man. I dont know how else to explain this other than this:

So far this month we have processed 10,136 orders.

It's a whole other ball game. I think we can improve things still, we're working our tails off. But gees, it's not like we're sitting on our thumbs.
--
Marc - CEO/TekSavvy

scorpido
Premium
join:2009-11-02
New Hamburg, ON
kudos:1
reply to scorpido

To quote you Marc "I've had years and years of battles with people on here". You shouldn't have to battle with customers. If there is a legit issue that caused a customer inconvince then they should be compensated even if TSI already sent the money to Rogers/Bell. Also yes now your a lot more cautious to stay out of a fight with a company other then tell them how it is and if they don't like it they can talk to your lawyers. Sure things have changed, no doubt, but TSI customer service policy also has changed as has the way you treat re-sellers (the people who helped you become profitable) and it was not for the better.


scorpido
Premium
join:2009-11-02
New Hamburg, ON
kudos:1

Why has TSI never taken Rogers/Bell to court for damages for screwing up installs or missing appts or just being idiots? Or is there some rules that prohibit TSI from doing that?



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

said by scorpido:

To quote you Marc "I've had years and years of battles with people on here". You shouldn't have to battle with customers. If there is a legit issue that caused a customer convince then they should be compensated even if TSI already sent the money to Rogers/Bell. Also yes now your a lot more cautious to stay out of a fight with a company other then tell them how it is and if they don't like it they can talk to your lawyers. Sure things have changed, no doubt, but TSI customer service policy also has changed as has the way you treat re-sellers (the people who helped you become profitable)

We've never just given money out for no good reason. Full stop. That never happened. You just dont know what you're talking about.

As for resellers... dude, there's no money in DSL as it stands... our costs have changed man. wake up!!
--
Marc - CEO/TekSavvy


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

said by scorpido:

Why has TSI never taken Rogers/Bell to court for damages for screwing up installs or missing appts or just being idiots? Or is there some rules that prohibit TSI from doing that?

it's the law... the only recourse we have is to go to the CRTC. which, once we're done fighting for our very survival.. we'll gladly look into those other details.
--
Marc - CEO/TekSavvy

TekFail

join:2013-01-25
Nepean, ON
Reviews:
·TekSavvy Cable
reply to scorpido

said by scorpido:

To quote you Marc "I've had years and years of battles with people on here". You shouldn't have to battle with customers.

He's not wrong, my old landlord (A big heartless property management corp) had an arrangement with a popular franchise restaurant to get gift certs at a reduced price.

I wasted a day fighting with them, the fix the problem and buy me and my wife dinner.

My [social media] update was "Heading out for dinner on Minto's dime" rather than the expected "Minto just wasted my day running around finding receipts I already gave them"

They get a cheap way to make me happy, Restaurant gets business they wouldn't have otherwise, and I wasted a day, but don't feel ripped off. win-freaking-win, or win-win-win. Hell, Charlie Sheen doesn't even win this much.

Honestly, send me a TekSavvy golf shirt. Would cost you less than what rogers charges you and bam, I got more out of the deal than $12 worth of free internet, I'll shut up forever, and I'll be a free billboard for you.
(And the satisfaction that the spaghetti analogy could become a real thing)

May not work for all customers, but I love swag, and from the con's I've been to, so do most nerds.

scorpido
Premium
join:2009-11-02
New Hamburg, ON
kudos:1

And that's the point I'm trying to drive home. Thanks Tekfail. Customer feeling happy or at least compensated to a decent degree that any normal person would be happy with is just good business sense. It keeps the thread count low, and people knowing that TSI cares. You have logs, you have reports, should be pretty easy to know if someone is looking for a free ride. Benefit of the doubt the first time kinda rule. Look Marc, Tekfail is even willing to give you free advertising lol



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

said by TekFail:

said by scorpido:

To quote you Marc "I've had years and years of battles with people on here". You shouldn't have to battle with customers.

He's not wrong, my old landlord (A big heartless property management corp) had an arrangement with a popular franchise restaurant to get gift certs at a reduced price.

I wasted a day fighting with them, the fix the problem and buy me and my wife dinner.

My [social media] update was "Heading out for dinner on Minto's dime" rather than the expected "Minto just wasted my day running around finding receipts I already gave them"

They get a cheap way to make me happy, Restaurant gets business they wouldn't have otherwise, and I wasted a day, but don't feel ripped off. win-freaking-win, or win-win-win. Hell, Charlie Sheen doesn't even win this much.

Honestly, send me a TekSavvy golf shirt. Would cost you less than what rogers charges you and bam, I got more out of the deal than $12 worth of free internet, I'll shut up forever, and I'll be a free billboard for you.
(And the satisfaction that the spaghetti analogy could become a real thing)

May not work for all customers, but I love swag, and from the con's I've been to, so do most nerds.

you want some swag instead of the credit!? sure...
--
Marc - CEO/TekSavvy


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

said by scorpido:

And that's the point I'm trying to drive home. Thanks Tekfail. Customer feeling happy or at least compensated to a decent degree that any normal person would be happy with is just good business sense. It keeps the thread count low, and people knowing that TSI cares. You have logs, you have reports, should be pretty easy to know if someone is looking for a free ride. Benefit of the doubt the first time kinda rule. Look Marc, Tekfail is even willing to give you free advertising lol

he's already got a credit!! he had one before he ever even started the thread!
--
Marc - CEO/TekSavvy

scorpido
Premium
join:2009-11-02
New Hamburg, ON
kudos:1

Sorry Marc, I was not saying you didn't do something already for him, I was speaking again in general. As soon as I seen he posed in the teksavvy direct forum I stopped using his example as I was no longer getting updates on the progress. Sorry for the misunderstanding.


TekFail

join:2013-01-25
Nepean, ON
Reviews:
·TekSavvy Cable
reply to TSI Marc

said by TSI Marc:

you want some swag instead of the credit!? sure...

I'm not here because I desperately can't afford $65 bucks, I'm here because I feel ripped off.

If you can get me a golf shirt, you can consider me a happy camper. Size Medium. You have my address

Plus I got some embellished story on how I strong-armed the CEO to get it.

scorpido
Premium
join:2009-11-02
New Hamburg, ON
kudos:1

lol, strong armed the CEO..lol that's awesome. Bottom line that I have been trying to get across to TSI is it is not that hard most times to make a un happy customer who feels screwed over or ripped off because of one thing or another to come back on board and be happy again. It just feels like they fight the customer at every possible chance to avoid being out of pocket. Tekfail, did you get any resolution/compensation in any form before you started this thread? Just curious?



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

said by TekFail:

said by TSI Marc:

you want some swag instead of the credit!? sure...

I'm not here because I desperately can't afford $65 bucks, I'm here because I feel ripped off.

If you can get me a golf shirt, you can consider me a happy camper. Size Medium. You have my address

Plus I got some embellished story on how I strong-armed the CEO to get it.

that's great. I feel like you're ripping me off too. lets call it a stale mate on what actually happened. I'll also tell Martin not to expect a reply to his last post

I'll make sure the credit gets k-o'd and I'll be happy to send out some swag.
--
Marc - CEO/TekSavvy

scorpido
Premium
join:2009-11-02
New Hamburg, ON
kudos:1

And in the end everyone is happy.....I think.. (You okay there Marc or were you just joking about feeling ripped off?)

This thread should not have went longer then 3-4 posts to come to this outcome in my opinion.


TekFail

join:2013-01-25
Nepean, ON
Reviews:
·TekSavvy Cable
reply to scorpido

said by scorpido:

Tekfail, did you get any resolution/compensation in any form before you started this thread? Just curious?

They were quite quick to give me a free week, (before my first post) which is fair since I was out of internet for at least a week. Then after complaining (in this thread) they tossed in another week.

From the sounds of it the deal is swag in lieu of the 2 weeks of internet.

I hope he's kidding about being ripped off too, seems pretty fair. I hope that my "Strong arming" comment was understood as being in jest, because anyone reading this can see that I didn't "strong-arm" anyone.

I'm going to assume that he will actually follow through and say:
Thanks to everyone who kept me entertained during a long boring waiting room.

Thanks for some insight on how a company that I fundamentally agree with deals with issues.

Thanks for listening, I'm not sure if this is actually the CEO or someone on his behalf, but this was an unexpected turn.

While this was far from perfect, I promise I will not forget this adventure, as it has been unique and entertaining.

Like I said above and in previous posts, TekSavvy on a technical level is a great provider. They seem to understand what the internet is and why I don't want "features" that got perverted 9 ways from Sunday by some marketing department (I'm looking at you "SpeedBoost"). I want standards, I want no one to pick and choose which of my connections are more important than others. Fight government attempts to regulate the internet. Protect my privacy from unlawful requests. Be transparent.

In good faith I'm going to append to my original post. Please don't bail on this, I really do want to support TekSavvy and any providers that support the same.

Stay fun.


d4m1r

join:2011-08-25
Reviews:
·Start Communicat..
reply to TSI Marc

Wow....7 pages? +1 to Marc for even replying...More than I would have done LOL (ala pound sand). 2 weeks is definitely fair given the circumstances, don't know what else the OP wants....

Anyway, the only thing annoys me anymore on these forums (other than TSI's unexplainable logging practices) is when people start talking about Rocky..."Things have changed since Rocky left" etc...Please stop claiming you know how things have changed internally with the CEO change and I find it personally offensive to Marc. Was hoping Marc would defend himself on this point but he has yet to do so probably for PR reasons lol

People have been spamming similar statements for a while now and it's just ignorant. While Marc and I have our differences, I'm glad he's so accessible and a few individuals should realize this before we all lose...
--
www.613websites.com Budget Canadian Web Design and Hosting



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

said by TekFail:

said by scorpido:

Tekfail, did you get any resolution/compensation in any form before you started this thread? Just curious?

They were quite quick to give me a free week, (before my first post) which is fair since I was out of internet for at least a week. Then after complaining (in this thread) they tossed in another week.

From the sounds of it the deal is swag in lieu of the 2 weeks of internet.

I hope he's kidding about being ripped off too, seems pretty fair. I hope that my "Strong arming" comment was understood as being in jest, because anyone reading this can see that I didn't "strong-arm" anyone.

I'm going to assume that he will actually follow through and say:
Thanks to everyone who kept me entertained during a long boring waiting room.

Thanks for some insight on how a company that I fundamentally agree with deals with issues.

Thanks for listening, I'm not sure if this is actually the CEO or someone on his behalf, but this was an unexpected turn.

While this was far from perfect, I promise I will not forget this adventure, as it has been unique and entertaining.

Like I said above and in previous posts, TekSavvy on a technical level is a great provider. They seem to understand what the internet is and why I don't want "features" that got perverted 9 ways from Sunday by some marketing department (I'm looking at you "SpeedBoost"). I want standards, I want no one to pick and choose which of my connections are more important than others. Fight government attempts to regulate the internet. Protect my privacy from unlawful requests. Be transparent.

In good faith I'm going to append to my original post. Please don't bail on this, I really do want to support TekSavvy and any providers that support the same.

Stay fun.

I'll make sure Andre makes the necessary changes. Some of the credits may have already been applied. He'll sort it out.

He's also making sure you get a nice TekSavvy golf shirt. They're pretty nice.

I've even told him to make sure there wasn't a stain on it. just for you
--
Marc - CEO/TekSavvy

stevey_frac

join:2009-12-09
Cambridge, ON

Marc, you guys are freaking awesome. I can't wait until you can offer me the 150 mbit package. Not because I need it, solely so that I can give you more money, out of spite to Rogers.



Crowbar1

join:2009-06-23
Toronto , ON
reply to TekFail

said by TekFail:

I'm not sure if this is actually the CEO

It Was .


TSI Marc
Premium,VIP
join:2006-06-23
Chatham, ON
kudos:28
reply to d4m1r

said by d4m1r:

*snip* Was hoping Marc would defend himself on this point but he has yet to do so *snip*

You wont see me doing that. It would be disrespectful to Rocky.

I've opted instead to dig in and make my own mark.. no time to dwell on the past.
--
Marc - CEO/TekSavvy


TSI Andre
Got TekSavvy?
Premium,VIP
join:2008-06-03
Chatham, ON
kudos:24
reply to TSI Marc

said by TSI Marc:

said by TekFail:

said by scorpido:

Tekfail, did you get any resolution/compensation in any form before you started this thread? Just curious?

They were quite quick to give me a free week, (before my first post) which is fair since I was out of internet for at least a week. Then after complaining (in this thread) they tossed in another week.

From the sounds of it the deal is swag in lieu of the 2 weeks of internet.

I hope he's kidding about being ripped off too, seems pretty fair. I hope that my "Strong arming" comment was understood as being in jest, because anyone reading this can see that I didn't "strong-arm" anyone.

I'm going to assume that he will actually follow through and say:
Thanks to everyone who kept me entertained during a long boring waiting room.

Thanks for some insight on how a company that I fundamentally agree with deals with issues.

Thanks for listening, I'm not sure if this is actually the CEO or someone on his behalf, but this was an unexpected turn.

While this was far from perfect, I promise I will not forget this adventure, as it has been unique and entertaining.

Like I said above and in previous posts, TekSavvy on a technical level is a great provider. They seem to understand what the internet is and why I don't want "features" that got perverted 9 ways from Sunday by some marketing department (I'm looking at you "SpeedBoost"). I want standards, I want no one to pick and choose which of my connections are more important than others. Fight government attempts to regulate the internet. Protect my privacy from unlawful requests. Be transparent.

In good faith I'm going to append to my original post. Please don't bail on this, I really do want to support TekSavvy and any providers that support the same.

Stay fun.

I'll make sure Andre makes the necessary changes. Some of the credits may have already been applied. He'll sort it out.

He's also making sure you get a nice TekSavvy golf shirt. They're pretty nice.

I've even told him to make sure there wasn't a stain on it. just for you

It will be sent out tomorrow via Canada Post!

No stains
--
TSI Andre
Director of Service Delivery

TekSavvy Website | TekSavvy Blog


TSI Andre
Got TekSavvy?
Premium,VIP
join:2008-06-03
Chatham, ON
kudos:24
reply to stevey_frac

said by stevey_frac:

Marc, you guys are freaking awesome. I can't wait until you can offer me the 150 mbit package. Not because I need it, solely so that I can give you more money, out of spite to Rogers.

We do accept random donations you know!

scorpido
Premium
join:2009-11-02
New Hamburg, ON
kudos:1

Thanks Marc and TSI for getting this all corrected. Also thanks Marc for taking the time to listen to customer complaints and being in the forums. There are still lots of benifits to TSI, so I hope that people can read this and know that Tekfail was offered compensation before the thread was even started and thanks Tekfail for letting us know that. My whole issue was that that didn't happen from the start, so I am glad it did, and good work for Teksavvy. Hey Tekfail, you should take some pics of you in the golf shirt for Teksavvy. I'm going to bow out of this thread as TSI has gone above and beyond from what I can see, and that was my whole point.


TekFail

join:2013-01-25
Nepean, ON
reply to TSI Andre

said by TSI Andre:

We do accept random donations you know!

Do you take bitcoins?


TSI Andre
Got TekSavvy?
Premium,VIP
join:2008-06-03
Chatham, ON
kudos:24

no :/ - I had to google that LOL

Timbits, Bacon, Gift Certificates to Bacon shop or Tim Hortons, Kudos, Recommendation to Friends, Hugs,... That is what we accept