vmctec
join:2008-05-01
Richmond Hill, ON
edit:
July 8th, @10:17PM
| No, I'm NOT angry and I'm NOT disappointed, I WONNA FIGHT!
This is the follow up to a number of angry posts from some new customers.
For all of those guys who complain about poor customer service by TekSavvy - yep things happen and people do make mistakes. Being an IT professional I am more than realistic that mistakes can't be avoided 100%, but what matters is the people's ability to admit them and to fix them, and my belief is that this is the business value of TSI, more than the caps or the bandwidth. Just imagine if it were Bell, not TSI you were dealing with  .
When I moved to TSI from Robbers I intentionally overlapped my existing cable service with the DSL (dry-loop) activation and paid extra $40 of monthly charge to Rogers just for that.
People who complain about how they sat without internet for 2-3 weeks should only blame themselves as I figure they did move to TSI because of bad treatment by Bell/Rogers and with current publicity on net neutrality and CAIPs filing to CRTC there's no way they weren't aware of an underwater war by Bell against independent providers and that they did not anticipate a monkey business BS by Bell.
Looking at 2 weeks worth of posts in this forum and looking at TSI guys honestly admitting in public to their screw-ups (and who doesn't make 'em) I am growing more confident that I'll be sticking around these guys for some time and if tomorrow there's a Bell or RCI guy at my door in suite and tie offering me a 100mb/100mb connection, I will still tell him where to go.
Well, I was trying to be not too emotional 'cause that usually results in my posts not beeing too clear .
I am very pissed at Bell/Robbers of this world and to piss them even more, here's my proposal to all of the folks who frequent TSI forums: what if we set up a list of people (by means of lising their DSLR logins) by geographical locations so that new members can IM them and possibly get help from them on a one-to-one basis? I am even willing to come over and help with the set-up as much as my knowledge allows me?
TSI is a business and they are in a business of making money, but wouldn't it be cool to add an open-source twist to it after all?
I hope I won't get shot on the spot for posting this. |
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Anon Name
@rr.com | Re: No, I'm NOT angry and I'm NOT disappointed
Are these upset customers for real?
Or is it a consequence of Teksavvy organizing a Net Neutrality Rally? Because to me it looks like there are more unsatisfied customers posting here since that rally. |
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vmctec
join:2008-05-01
Richmond Hill, ON
| reply to vmctec
I'd say in my experience, for 10 upset guys screaming, there's gonna be only one saying thanks.
Or I must be living in a different world
What I meant to say is that some issues Savvys can't control, some they drop the ball on, but they're still way better than the big mamas. So let's help them. |
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Scoop
join:2006-08-05
Kanata, ON | reply to Anon Name
As they continue to grow we will see more unsatisfied people. |
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recneps
join:2006-06-24
Whitby, ON
 ·TekSavvy Solutions..
 ·Rogers Hi-Speed
| reply to vmctec
Well, this place is a forum. If you're not having problems, most people don't come here. So of course you're only gonna hear (mostly) bad things, because there's only a few people with no life who come here regularly to help out others (myself included  ) |
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vmctec
join:2008-05-01
Richmond Hill, ON
edit:
July 8th, @05:20PM
| reply to vmctec
said by Scoop  :As they continue to grow we will see more unsatisfied people. Could be.
But I'm afraid that they're already a royal PITA to Bell, and
unless they grow stronger, we may lose our alternatives. Last 3 months have showed that clearly, and I am not too positive that CRTC will do anything significant to change current situation.
In a big scheme of things, I would like to see a strong competition to big providers, and to achieve that you may try to start you own show, or help the guys that have already succeed in some way. |
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vmctec
join:2008-05-01
Richmond Hill, ON
| reply to recneps
said by recneps :Well, this place is a forum. If you're not having problems, most people don't come here. So of course you're only gonna hear (mostly) bad things, because there's only a few people with no life who come here regularly to help out others (myself included ) What you're doing is right, but I want to kick it up a notch - how many new/potential Savvy customers are out there that are simply unable to apply advices from this forum on their own? |
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Angelo_
The Network Guy
Premium
join:2002-06-18
·TekSavvy Solutions..
| problem is when you go over to their place you need to charge money.. and many people expect free work etc etc.
it is a bad idea to seek someone to do house visits from a web site.
we try to help them as much as we can but some issues really do require someone to walk them through it. I think how dslr operates is just fine! |
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vmctec
join:2008-05-01
Richmond Hill, ON
edit:
July 8th, @05:17PM
| said by Angelo_ :problem is when you go over to their place you need to charge money.. and many people expect free work etc etc. it is a bad idea to seek someone to do house visits from a web site. we try to help them as much as we can but some issues really do require someone to walk them through it. I think how dslr operates is just fine! Well. I initially positioned it as an open-source analogy - meaning free help. In response to your other point of walking some guys through - that's exactly the purpose of my proposal. Most guys are smart enough to follow advices here on their own, some may need a hand from someone (even on the phone) to get through.
I do help people, but I don't charge them for one reason - I can help on my free time but I don't want responsibility. I may come back a few times, but of the guy is not learning, sorry! |
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Angelo_
The Network Guy
Premium
join:2002-06-18 | when you do work your always will be responsible free or whatnot...
gas isn't cheap also these days... froom my experience people who can be walked easily on the phone can also follow directions just as easily from a web site. |
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vmctec
join:2008-05-01
Richmond Hill, ON
edit:
July 8th, @05:37PM
| said by Angelo_ :when you do work your always will be responsible free or whatnot... gas isn't cheap also these days... froom my experience people who can be walked easily on the phone can also follow directions just as easily from a web site. That's why I said we need a list of volunteers by location, so that the distance one would travel is minimal. As for the responsibility - this is volunteer help and in no way does it mean you'll be forced to help a particular guy for the rest of your life . And type of help I had in mind is as follows: I've helped about 5 guys in last month by simply recommending TSI to them.
The last guy has no knowledge of networking so what I did is the following:
1. Bought him a DSLmodem,
2. Called savvys to give them all the technical details of the new customer,
3 Gave them this guy's cell number so that they could call him and get his credit card #,
4. on Friday I will go to his place and hook up the modem/router to his home computer.
Time spent so far - close to an hour. Oh, and the guy is still using dial-up and he was thinking of getting DSL for the last 4 months but didn't know where to start since his only call to Bell resulted in them trying to force him in a 2-year contract.
Am I really loosing my shirt on this? |
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daboom
join:2001-12-16
Oshawa, ON
 ·Primus Talkbroadband
·Vonage
·TekSavvy Solutions..
| reply to Angelo_
I second that I find referring ppl to a website to read/print way faster then dealing with/explaining on the phone. Again if we did what the op suggested I would recommend a another column next to the name/nick with their particular area of expertise. Again some ppl just don't grasp what is needed to be done etc and need that someone at their door personally.
--
Come join us on EFNET irc.dks.ca #teksavvy for live chat
Java Chat back online @ »teksavvy.kicks-ass.net |
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Angelo_
The Network Guy
Premium
join:2002-06-18
·TekSavvy Solutions..
| reply to vmctec
said by vmctec :said by Angelo_ :when you do work your always will be responsible free or whatnot... gas isn't cheap also these days... froom my experience people who can be walked easily on the phone can also follow directions just as easily from a web site. That's why I said we need a list of volunteers by location, so that the distance one would travel is minimal. As for the responsibility - this is volunteer help and in no way does it mean you'll be forced to help a particular guy for the rest of your life . And type of help I had in mind is as follows: I've helped about 5 guys in last month by simply recommending TSI to them. The last guy has no knowledge of networking so what I did is the following: 1. bought him a cable modem, 2. Called savvys to give them all the technical details of the new customer, 3 gave them this guy's cell number so that they could call him and get his credit card #, 4. on Friday I will go to his place and hook up the modem/router to his home computer. Time spent so far - close to an hour. Oh, and the guys is still using dial-up and he was thingking of getting DSL for the last 4 months but didn't know where to start since his only call to Bell resulted in them trying to force him in a 2-year contract. Am I really loosing my shirt on this? not bad at all =p |
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vmctec
join:2008-05-01
Richmond Hill, ON
edit:
July 8th, @05:47PM
| reply to daboom
said by daboom :I would recommend a another column next to the name/nick with their particular area of expertise. Good call on that one.
What I don't understand is that somehow it appears that the personal help from volunteers will magically replace this forum - that is not my objective. There could be a policy after all, something like there is no personal help unless the question was asked in the forum first.
Guys, please understand, that to an average Joe we, with our techy talk, look like a bunch of geniuses and that may turn him away from this forum and essentually from the TSI as they have this aura of a DIY-only provider. |
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Alan123
join:2008-02-25
Cobourg, ON
| reply to vmctec
I think it's great that everyone wants to go to such an extent to help others. You guys are really to be commended for the support you provide here.
I also understand the issues with most new install are Bell issues and really could not be resolved by anyone offering to go and help. ie - no line card installed or no open slots.
I enjoy the tekky talk, that's the savvy way of spelling it. I also would like to volunteer my time for assisting new users to setup modem and router.
I agree there should be a list and perhaps a nominal charge of say $20 for a visit. Users should be referred to this site 1st and offered support only after determining the issue.
I'm sure there are many others who would like to help too. |
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vmctec
join:2008-05-01
Richmond Hill, ON
edit:
July 8th, @06:45PM
| said by Alan123 :I also understand the issues with most new install are Bell issues and really could not be resolved by anyone offering to go and help. ie - no line card installed or no open slots. I enjoy the tekky talk, that's the savvy way of spelling it. I also would like to volunteer my time for assisting new users to setup modem and router. I agree there should be a list and perhaps a nominal charge of say $20 for a visit. Well, a volunteer should always have an option of refusing to help for whatever reason. The list should only serve as means of getting in contact.
As for the visiting fee - I strongly disagree as it will put everyone - volunteers and teksavvy on the hook.
As I was drivng home I was trying to solidfy the idea and this is what I have in mind in terms of help policy:
1. No help is provided unless the issue in posted to the forum first, unless it's a general advise request for new customers especially migrating from other providers
2. The policy limits types of issues that can be addressed by the volunteers (modem/router setup, migration timing etc, identifying a problem at source so that TSI techs have better idea where to look).
3. If the issue is outside the policy limits (like recompiling a linux kernel to enable traffic control to prioritize VOIP traffic) than it is up to the customer/volunteer whether the help is refused or help is provided for free, for money, and then this forum or TSI have nothing to do with this. |
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fatness
subtle
Janitor
join:2000-11-17
fishing
Host:
Earthlink DSL
TekSavvy
Forum Feature Requ..
Need Site Help?
Sports Chat
edit:
July 8th, @08:11PM
| reply to Anon Name
said by Anon Name :
Are these upset customers for real?
Or is it a consequence of Teksavvy organizing a Net Neutrality Rally? Because to me it looks like there are more unsatisfied customers posting here since that rally.
There are more dissatsified customers now. Part of it is just due to passage of time --- as companies age the number of unhappy customers rises. And part of it is the sudden, huge jolt of attention this forum got after the throttling began and up til the rally. People were affected by the throttling, they were angry, they wanted to know how to deal with it, they wanted to read about it and discuss it. And many of them landed here, by way of many avenues. The discussion volume in here rose like crazy and has remained high since then.
Some of them have stuck around, and more are landing here all the time. Some are, wisely, posting here to see if they can resolve their Teksavvy problems. There's so much help available in the forum they'd be silly to pass up a free chance at quick help. And while you could call all of them "dissatisfied customers", a lot of times it's someone with a problem to solve, who's a little bit frustrated. We've all been in those shoes before.
--
Female monkeys often utter loud, distinctive calls before, during or after sex.. |
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shoaibahmed
Premium
join:2007-04-23
Mississauga, ON
| reply to vmctec
I am one of the unhappy customers. I ordered my service on June 24 and was scheduled to activate TekSavvy service on July 2. At that time I told them that I have VDSL service from Bell and that it is scheduled to be cancelled on July 2. Then on June 28 I was told that Bell rejected the order because of my VDSL service and that TekSavvy will have to resubmit the order on July 2. On July 2nd TekSavvy gave me activation date of July 8. Now yesterday (July 7) I got a call from TekSavvy saying that Bell is saying that they do not have a cancellation order for my VDSL. So yesterday they resubmitted the order and now the activation date is July 11. Now I have no idea what will they do by July 11. The thing that I do not understand is that I told them on June 24 that I have VDSL from Bell and that it is scheduled to be cancelled on July 2, I also gave them the cancellation order number. So how can Bell say that they do not have a cancellation order. What is the point of giving them the cancellation order number when it has no value at all. This is totally contrast to the good reputation that TekSavvy supposedly have. So tell my why should not be angry and why I should not complain. |
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daboom
join:2001-12-16
Oshawa, ON
·Primus Talkbroadband
·Vonage
·TekSavvy Solutions..
| Shoaibahmed: I don't blame you for being frustrated etc been there done that. In this case it's Bell stepping on Tek's toes and not completing their side of things ie deactivating the VDSL etc. Best thing you can do is call up bell and make sure they have the cancelation in the system then call again the day or two prior to the 11th and bug them again at Bell. It seems to be a new trend in here as of late Bell wants to frustrate the customers away from other providors in hope you stay with them. bTW the first order was rejected because the VDSL service was still active If I am not mistaken you can't have both at the same time. So technically ur order should have been scheduled for the 2nd of July instead for DSL.
--
Come join us on EFNET irc.dks.ca #teksavvy for live chat
Java Chat back online @ »teksavvy.kicks-ass.net |
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shoaibahmed
Premium
join:2007-04-23
Mississauga, ON
| >>>Best thing you can do is call up bell and make sure they have the cancelation
Well I placed the order with TekSavvy and gave them Bell's cancellation number. I should not be the one calling Bell after I got the cancellation number, it should be TekSavvy that should do this.
>>>the first order was rejected because the VDSL service was still active
TekSavvy knew this when I placed the order so they should have contacted Bell at the appropriate time. |
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