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TekSavvy's Revolutionary Idea
Treat your customers and employees well
by Karl Bode 06:34PM Thursday Aug 02 2007
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ISPs are kind of cute when they're little. They've yet to outsource their support, and investor demands haven't obliterated their moral compass when it comes to nickel and diming their users. What's more, executives are still in touch with operations and the public, and if they're good, they can resolve customer complaints quickly.

Over the past twelve months Canadian DSL provider TekSavvy has topped every other North American ISP in our customer reviews. How exactly is a small operator beating nearly every other ISP on the continent? They're actually giving decent customer service, according to our users.

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One user says the company's recipe for success is simple: "They charge pretty much the lowest price, answer the phone when a customer calls, and try to help the customer if any issues arise." Genius! Yet looking at our review index, that's apparently harder than it sounds.

The result of TekSavvy's revolutionary concept is happy customers. And when we say happy, we mean bubbly. "The level of attention to detail of the people at Teksavvy is something I have never seen with any other ISP," one forum regular gushes.

TekSavvy's thirty-two-year-old CEO Rocky Gaudrault tells us that a major reason for their success is that the operation is family run. The Chatham, Ontario based company has but 26 employees, many of whom are consistently lending a hand in our forums -- including the CEO himself. Marketing is an afterthought.

We've gone out of our way to not only keep our techs in house, but also pay them a little more
-TekSavvy CEO Rocky Gaudrault
His solution for competing with the larger providers financially? "Spend once on hardware, automate as much as possible and surround ourselves with good people," he says. "Larger corporations post employee numbers and focus on reporting to the bean counters -- We focus on keeping our house in order first and try as best as possible to practice what we preach: Be consistent...be truthful."

Of course as a company gets larger, this kind of personal service frequently evaporates into the digital ether. For instance Earthlink surely started with the same principles, but the need to please investors resulted in the company firing most of their in-house technical support and moving it offshore.

Gaudrault says that's not an option. "We've gone out of our way to not only keep our techs in house, but also pay them a little more," he says. "As much as tech support is seen by most providers as a baseline expense, we don't view it that way. They are just as much of a selling tool as they are an expense in our mind."

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Anonymous_
Anonymous
Premium
join:2004-06-21
127.0.0.1
kudos:2

Qustion : How exactly is a small operator that's reselling ?

answer: Only 144 user reviews Maybe That is why?

kapil
The Kapil

join:2000-04-26
Chicago, IL

Re: Qustion : How exactly is a small operator that's reselling ?

Usually people only take time out of their busy days filled with watching Oprah or surfing MySpace if they're unhappy. Bad feedback always outnumbers the good kind, because if you're happy, you don't think of reporting that to anyone. So 144 positive reviews say a lot if they outnumber the negative ones.
MmmPancakes

join:2007-05-29
L4J

1 edit
You can't expect all 20,000 Teksavvy customers to have said their piece on DSLR.

On the flip side, go check out the reviews for Bell Sympatico and you'll see a world of difference, just from the tone of the reviews.

shaner
Premium
join:2000-10-04
Calgary, AB
How much did R0CKY pay bbr for this cover story?

Just kidding of course.

Being a longtime site member and a Bell employee, I've watched Canadian ISP's come and go from these forums (Ralph Doncaster, anyone?). But even I have to give Kudos to ROCKY and his team. They have consistently contributed positively around here, and if there was an issue, he's been honest about it. Many ISP owners on here have tried to blame Bell Canada for their problems when they crop up. But, not TekSavvy. They at least tell the truth and don't resort to the blame game when it suits them.

Good job Rocky!
--
I'm laying pipe,
all night long,
laying pipe,
to satisfy that woman.

- David Wilcox

Karl Bode
News Guy
join:2000-03-02
kudos:39

2 recommendations

Re: Qustion : How exactly is a small operator that's reselling ?

He bought me an Alfa Romeo 8C Competizione, which, you know, I thought was totally fair.

JGROCKY
Premium
join:2005-05-19
Chatham, ON

Re: Qustion : How exactly is a small operator that's reselling ?

said by Karl Bode:

He bought me an Alfa Romeo 8C Competizione, which, you know, I thought was totally fair.
LMAO!!!!!!
--
TSI Rocky - TekSavvy Solutions Inc.

bobrk
You kids get offa my lawn
Premium
join:2000-02-02
San Jose, CA
OMFG, that's so beautiful.

supergirl

join:2007-03-20
Pensacola, FL
said by Karl Bode:

He bought me an Alfa Romeo 8C Competizione, which, you know, I thought was totally fair.
Gee, that looks like the same car Lisa Hook got during her SunRocket years.
--
Saving the world keeps me busy. However, I find Earth very primitive from my home planet of Krypton.
-Supergirl

sporkme
drop the crantini and move it, sister
Premium,MVM
join:2000-07-01
Morristown, NJ
said by shaner:

(Ralph Doncaster, anyone?)
Seriously?

That guy was a walking disaster. Look up his early posts on the NANOG mailing list. Ouch.

mlerner
Premium
join:2000-11-25
Nepean, ON
kudos:5

1 recommendation

Correction, they aren't actually a reseller. They have their own equipment and bandwidth.

kapil
The Kapil

join:2000-04-26
Chicago, IL

1 recommendation

Kudos!

...to TekSavvy. These sorts of stories and the companies behind them need to be highlighted more often!

Business is tough...and the free marketeers would have you believe that stockholders and customers have competing interests. Obviously that's not true because if you screw one too many customers and go out of business, your stock isn't worth all that much.

Good companies that play by the rules, treat everyone fairly and make a fair profit, not that's the kinda' capitalism I could get behind!

Nightshade
Premium
join:2002-05-26
Salem, OR

Just goes to show

It's always the small businesses are more invested in customers than the big faceless corporation. Small businesses will do more for customers because they know customers are what creates their bottom line.

Big corporations always seem to lose that concept.
--
True Happiness Must Come From Within

AlexNYC

join:2001-06-02
Edwards, CO

Finally

Finally someone figured out how to run an ISP ...

Scoop18

join:2006-08-05
Ottawa, ON

Re: Finally

Teksavvy is an awesome ISP. I've been using them for about 6 months and find them better than any others that I've used. The ability to employ people who can actually help you with your technical problems is important and the fact that the owner can be reached in this forum or by IM or e-mail is phenomenal. Keep up the good work guys.

ninjatutle
Premium

join:2006-01-02
San Ramon, CA

Eh

they're in canada so this is irrelevant. How much did they pay to have this piece written on them.

Rob
In Deo speramus.
Premium
join:2001-08-25
Kendall, FL
kudos:2
Reviews:
·Comcast

Re: Eh

said by ninjatutle:

they're in canada so this is irrelevant. How much did they pay to have this piece written on them.
What exactly is irrelevant? The fact that on DSLReports the #1 top ISP based on reviews isn't in the U.S., so that makes it irrelevant?
--
YourIP.US - It's Your IP .. and more!
MySite.cx - Free Domain, Free DNS Hosting, plus other services.
rr.cx - Personal Site.. coming soon.

Scoop18

join:2006-08-05
Ottawa, ON
Irrelevant to you maybe. They don't have to pay anyone to write this. Trust me they earned it.

mazhurg
Premium
join:2004-05-02
Brighton, ON
Reviews:
·MTS

1 edit

It just works.

Low price, great up times, honesty and know how.

Those words about sums it up.

BTW, they do NOT resell Bell as the article implies. They only lease infrastructure from Bell. The rest is theirs; servers, routers, gateways...

Kudos!


small correction

JayMan26
Whoot
Premium
join:2002-06-05
Earth

Re: It just works.

said by mazhurg:

Low price, great up times, honesty and know how.

Those words about sums it up.

BTW, they do NOT resell Bell as the article implies. They only lease infrastructure from Bell. The rest is theirs; servers, routers, gateways...

Kudos!


small correction

It's been fixed above as well.

--
COME ON OVER TO THE NEW »TekSavvy FORUM

renton
Come On You Spurs
Premium
join:2002-01-05
Toronto, ON

their secret?

Their customer support is the "secret" IMHO.
jpwalker

join:2007-05-23
teksavvy

1 edit

the best for a reson

teksavvy deserves it all! after 5 years with rogers cable, my cheaper, faster, uncapped, unlimited teksavvy dsl is like freedom

keep it up TSI

edit
having the techs reading the forums doesn't hurt either!

Comment

@teksavvy.com

Hopefully, not deja vu all over again...

This has been the second time I've been lucky to get in reasonably early (able to have my initials as my 'name') with a good ISP.

First time (years ago) was with IDirect (dial-up) and it was a wonderful ride until the owner sold out to Look Communications who was able to turn it into sludge within a year.

That's always the problem - someone with both heart and brains creates something of value which someone else will then offer enough money to purchase and ruin.

But until then, we're going to enjoy....

KPaul

join:2007-02-08

1 edit

I love TSI

Woooooooooo!!!

Go TSI Go!!!

This is the company I am most loyal to on the planet!!!

I just noticed, they posted my thank you as the bubbly one!!!

I'm gonna be famous!
backness

join:2005-07-08
K2P OW2

Teksavvy rocks

At first i gave them a poor review and one of the techs found me on this site and personally called me to resolve my issue without me even having to ask.

Now that i have spent 3 months on the rogers network i can't wait to get my teksavvy connection back

keep up the good work

Rogers sucks monkey balls!

SpyderCKE
We call that the Dennis Miller Ratio
Premium
join:2000-10-26
Milwaukee, WI

VISI.com

Is an ISP my parents have used for years, and they have helped my parents clean out their mailbox when it was past the quota, troubleshoot interruptions, etc. Even better, someone basically answers "Hello?" when you call. It's almost weird when a human answers the phone these days. Who knows how much money they have taken over the 6 or so years of DSL with them, but it was probably a lot, and it was all worth it.

Too bad more companies aren't run by ideas and progress instead of making someone rich.
--
See you on:

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blackdragon1

join:2007-06-16

Great Work TekSavvy!

Once again, great work TekSavvy. Keep it up
frc7

join:2005-08-19
North York, ON

Happy New User

After many months of lurking in the Canadian ISP forums (specially this one) and reading all the comments, finally took the plunge and decided to join Teksavvy.

Pointed browser to Teksavvy's webpage, filled-up form, recived confirmation of service e-mail by Teksavvy, recived comfirmation of modem dispatch by Canpar.

Modem got here on time, even the Bell technician showed on the promised day (August 1) to activate the service.

Since then... happy high-speed DSLing... and I still have to make a phone call to Teksavvy.
Only one regret, the many years I lost dealing with Rogers for not switching sooner!!!!

Congratulations, from an extreamly Happy New User!!!!!

They are really nice people!

I am in the US but have friends up North who know nothing about computers.

TekSavvy gave me tech support help to get my friends prepped to get their DSL service.

I was amazed that TekSavvy was willing to spend time and effort to help someone out of country who was trying to setup someone's DSL before they even ordered the service from them. They are really really nice people, and they have my gratitude and recommendation.

Bravo!
KyeU

join:2003-12-31
Canada

1 recommendation

Haha.

I imagine people from Rogers and Bell are saying things along the lines of:

*slaps head* "CUSTOMER SERVICE! Why didn't we think of that?!"

bobrk
You kids get offa my lawn
Premium
join:2000-02-02
San Jose, CA
Reviews:
·SONIC.NET

Sonic is the same

It's funny how the clowns come ot of the woodwork to accuse companies of review fixing. Sonic has this problem here as well. They have quite a few more reviews, but a lot of happy campers.

»User reviews - SONIC.NET
--
Iraq Coalition Deaths | bobrk
tamovies

join:2007-02-25
Rumford, ME

Avtivation

The scam is in the $200 activation fee for non-pppoe, and for non pppoe you only get 10gb bandwith additional bandwith is $3/gb.

»www.teksavvy.com/resadsl.htm

•••••
mr_hexen

join:2007-08-02
Brampton, ON

well deserved, IMO.

This is why I signed up for teksavvy DSL. Seeing the techs on here every day providing support astonished me! I just got my DSL Setup the other day, i posted on here to see if my line stats were good enough for a bump in my profile, i got a reply with 5 minutes! (from a TSI rep too!).

i chose teksavvy for the customer service and unlimited ability.

congrats Rocky and the TSI team, well deserved!
simon726

join:2006-12-21
Ajax, ON

Re: well deserved, IMO.

Teksavvy has got to be the top-of-the-line providers, I might consider switching to them - in the future.
Toastertech
Premium
join:2003-01-05
Canada

Good service

I have been with them for over a year now and have had nothing but good results.