Hello,
Wanted to share and give feedback about my experience with Teksavvy over the changes to my account.
Been with TSI since...hmm... two years and a half now at the Scarlett POI.
God knows that POI had it's issues with congestion, but sometimes stuff happens. It was a slow fix to be honest I will have to hold that against TSI but not enough to jump ships, TSI did communicate throughout the whole process, so I will give credit to that.
To the point - With all the new packages I was planning on upgrading to the 45/4 (mostly for the upload speeds) but with all these dooms day posts I was reading on dslreports.com, I was a bit worried.
Bit the bullet and placed an online order since phones are honestly - a disaster. Wait times should be less then 5 mins, not this 30 min. Perhaps you should have management part of their day doing phones for a) lowering wait times and b) they get a better understanding of what your csr are going through and what the customers are feeling while they wait.
So order was placed in the my portal I think June 18 or 19th.
I take great issue in the fact that after an order was placed in myportal that there is no email confirmation directly after the fact. How do I know if myportal order worked? I strongly suggest that any orders placed in myportal automatically sends an email confirming that you made a request, even if it still needs to be seen by SCR. This also can pervert fraud if someone hacked into myportal and started changing profiles of users. Giving them more time to react and respond before TSI puts in formal requests to incumbents.
I get an email from Jennifer on June 20th
"Hello,
We have received your portal request to change to the Cable 45 Unlimited package and it has been submitted.
Thanks for choosing TekSavvy and please don't hesitate to email us back or give us a call at the number below if you have any further questions!"
This has got to be the barest bones response to an account change I have ever seen, from any type of serious service provider of any kind.
1) No time frame given, even if it's an estimate and/or varies.
I suggest that these emails should include a statement that profile changes need to pass though incumbents, If you have no problem blaming them when something goes wrong you might as well be upfront from the start with what we are dealing with.
2)It would be nice if in the email you could state how pricing will be broken down for the mid-billing cycle change in profile and what the new full cost is after tax and so forth. I understand that the oder is still be in process but giving some information about cost, I would feel that everything is upfront, getting monetary issues out of the way so if there is any issues you don't have to wait till next billing or reduce confusion at next billing.
Email June 21.
"Thank you for choosing TekSavvy for your Internet needs!
Your change of service request has been received and has been processed.
If you need to make any other changes, please contact our customer service department at 1-877-779-1575"
On who's end? Teksavvy's or incumbents?
Has my profile been changed already? (it doesn't say)
Did a speed test, no change in speeds, has something gone wrong? Should I call and wait the 30 mins? Or should I wait this out a few days?
Will new billing be effective from my order being placed in myportal? or when Teksavvy's order has been processed or the incumbents processed, or when I notice the speed change? I guess I won't know until I get the bill...
June 21 - 24 no speed changes.
June 25, speed has increased to 45/4, no email from TSI, no further emails from TSI.
So overall, 6.5 out of 10 stars for profile changes.
Conclusion.
I think key areas that need work are email after any myprotal orders. This is No. 1 and above all.
Clarity in time frames, even if it is estimations and/or varies. You need to give people a time frame. People like to be told when things are expected to happen. They feel respected, and that the company is competent.
Clear dates of profile changes or confirmation. Maybe this is something like you follow up with incumbents to confirm when the profile changes and then in turn email the customer.
I like TSI, i feel there is great potential. TSI needs to understand that when someone moves to TSI there is a great investment from the customers end. We don't get a free modem, we must pay for one. We don't get a contract for lower prices in service. We don't get free tech site service; we pay $100 for the visit. A lot of the cost has been passed down from you to us. So at the very least, you can provide top level communication services.
Thank you.
(edited as I plan on mailing this to head office so I know someone there will read it)
↧