I had been with Rogers for 15+ years for internet and I decided to try TekSavvy because they were a)less expensive even though the speed was lower and b)they have unlimited plans and c)everyone raves about them. What a mistake that was. I have never had such an unbelievably bad experience with customer service in my life.
I cancelled Rogers as of May 28th and by May 29th the TekSavvy modem still would not connect. Called support - waited on hold for about 90 minutes. Person I talked to said 'oh, Rogers must have cut you off completely so we will have to create a work order for them to come out and test the line. It will take 1-2 days'. June 1 Rogers comes out and tests the line from end to end - from the street to the point where the cable connects to the modem. Signal levels are 'perfect'. Still no connection to TekSavvy. Called support - another 90+ minutes on the phone. Go through all the same steps as before. 'You're sure they tested the cable - this is always a cable issue' the support person asked. 'Yes, the signal is perfect up to the modem'. 'Never seen this before'... long silence... I suggested maybe the modem was defective since it would not sync? 'No it couldn't be the modem'. Almost an hour of repeating the same troubleshooting steps over and over again and the tech says 'maybe the modem is defective'..... really? Ya think? I said that an hour ago.
'We will have to send you another modem, but that is going to take another 2-3 days'. I asked them to use a 'faster' shipping method because I had already been without service for 3 days at this point and waiting for 2-3 more days was unacceptable. 'Sorry, can't do that'.
Fine - I will go buy my own modem (they sell the exact same model at Canada Computers) and then send you the MAC and serial number so you can provision it. 'OK - we should be able to get it working within 24 hours'. Off I go to get a modem. I plug it in and lo and behold all the lights come on and it syncs to the network thus confirming the other modem was defective. Call support - another 90+ minutes on hold. Finally get through and give the tech the MAC address and serial number. Check it twice to make sure. Then I sit back to wait.
The next day - nothing. The next day - nothing. Call support - almost 2 hour wait this time. 'Oh, sorry - the MAC address was rejected for 'some reason'... we can resubmit it again but it will be another 24-48 hours'. So, 2 more days without internet access.
Nope - wasted enough of my life on hold, I never should have left Rogers. Hung up and called Rogers to get my internet set back up (less than 5 minutes on hold - took care of everything including 'reactivating' my account rather than having to create a new one, scheduled an appointment and done in 10 minutes...awesome customer service!)
Call TekSavvy back - go to accounts since I figure that would be the proper place to go to cancel. Almost 2 hours on hold later - 'sorry, you need to talk to tech support to cancel'... REALLY? back on hold for 45 minutes more... 'you really need to talk to our cancellation team' - REALLY? on hold again for 30 minutes....finally get to the 'right(?)' person. 'I have not had even one day of service and I want to cancel' 'Sorry to hear that - unfortunately we will not be able to give you a refund'
REALLY? After waiting for 7 days with no service and jumping through all their hoops, they are telling me I cannot get a refund?
'We can refund the cost of the modem, but that is all'.
Unbelievable... I can honestly say I have never had a worse customer service experience. I never received even one day of service, but they are going to keep my first months' cost 'just because'? WTF?
I hope the CEO of TekSavvy still prowls these forums, I would like him to explain this to me...
So, TekSavvy is the best, huh? I think not.
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