OID531853
I'm not even going to bother creating a thread in the Direct Support forum because I already have a thread here: teksavvy.zendesk.com/requests/15037
Summary:
Great customer service by Lori M., horrible scheduling by Bell and Teksavvy management. I don't have a working jack, but Bell just dropped the ball and TS's local contractor (TELECON/TELCON?) in Ottawa is also completely unorganized (very polite and knowledgeable technician though). Great staff. Bad companies.
Long version:
It's my 2nd time going with TS and second time got burned with installations. First time around, I couldn't get Bell and the contractor to talk to each other, and they both end up missing each other and without anyone updating me with the progress, my line just auto-magically works. No thanks to TS, all thanks to me for being curious and testing it out with my modem every single day.
Second time around? New location, old building. I do not have a working phone jack. I have the jacks, but doesn't take a rocket scientist to follow the cables and see that they're going nowhere. No, literally, nowhere. Although there's a phone line from the pole going into the house.
So, ordered DSL. Got my own modem. TS scheduled September 4th a Bell appointment (responsible up to getting me a working jack) and TELCON tech for getting the DSL up and running. I will refer to this first scheduled day as day zero.
Day -3: TS called me and said my line will be activated on that same day, so if they get the hardware working, I'll be up and running in no time.
Day 0: In the morning, I submit a ticket to TS, just in case... with this content:
quote:Am waiting for a technician to arrive and install. I want to make sure they enter the unit, not just work on the outside because I'm not even sure if my phone jack is working.
Cell - xxxxxx . I am home all day. I'm also on hold for over 15 minutes now.
PLEASE CALL.
Lori M. replied almost right away, saying Bell will be working on the outside and TELCON will work right after that and will need access to your house.
Fine.
Both tech scheduled to come between noon to 9PM. I took half a day off from work.
4:20PM: Bell came over. Looked at my jack. Confirmed there's no signal and said he'll be working on the outside for a bit.
4:55: Bell tech came over, said there's too much work to be done from the pole, he doesn't bring a harness, and his shift ends at 5PM. Somebody with the right equipment will come tomorrow and complete the job. Please stay at home for the day. Then after those guys are done, I will need to contact TS to reschedule the TELCON guy.
Fine.
Day +1: Took the whole day off. No Bell technician ever showed up.
Updated my ticket with TS and asked what's going on. TS asked if I plug my modem if there`s any signal.
Duh. Of course there isn't. THE CABLE WASN'T EVEN GOING ANYWHERE.
Day +2: TS said there's no update from Bell. Most likely they didn't do anything. I need to call TS to reschedule... the whole thing.
Day +4: TS said Bell actually said it`s completed. But for the TELCON guy, I need to call TS (they can`t book it for me) but finally they said they will book it for me. They're booking it on Sept 11th (Day +8). I said OK, but also WARNED TS that I still have no dial tone or anything.
Day +7: I update TS ticket to confirm that I do have an appointment tomorrow. Lori said, no, there's nothing scheduled tomorrow... So they'll scheduled Sept 12th (+9) instead, and I said, I can't. I won't be available. Friday the 13th (+10) would be better.
So Lori said she'll change that for me and I will get an email.
Day +9: Received no email. Asked Lori if that means there won't be anybody coming.
Lori replied: "seems like they have it booked for today", so we'll have to reschedule.
Day +11: TS called said they would like to re-book the appointment. I said ok, I'm available on Tuesday the 17th (Day +14), they said OK for noon to 9PM. I said, is it possible to have it after 5PM so I don't need to take a day off? They said OK!
I said: Also, remember, I still don't have a working phone line... they said No problem!
Day +14: Got home by 4:15. Telcon arrived around 5:10. And after 10 minutes walking around the house, we got into the same conclusion.
There`s no working phone jack. Bell need to get that done before TELCON can do anything.
The following is what I posted on my ticket.
quote:Finally the TELECON tech arrived and confirmed my concern. The same reason I created this ticket. The same reason I insisted that Bell technician don't just worked outside and come into my unit. The same concern I expressed a few times in this thread.
My phone jack is not connected to the phone line.
The TELECON tech confirmed this and confirmed it is BELL responsibility to get a signal up to the jack. The tech will then update his ticket and request BELL to come over tomorrow between 5 and 9PM to complete this work.
This is 2 weeks after my supposed activation.
Lori, what are my options if I like to switch to Cable instead of DNS? Will I lose my installation fee. Will I need to purchase $100+ for another installation fee and a modem? At least I know I have cable connection because my TV is connected.
I am not satisfied at all now that I've taken 2.5 days off work and receive ZERO noticeable changes from the day I placed my order. I have no working jack. I have no DSL connection. I have no Internet.
Please give me a solution before I escalate this through other channel.
and Lori kindly replied,
quote:I know this is terribly frustrating for you. I am sorry that it is such a huge process to get your installation. I wouldn't switch your plan to cable because you have already paid for the DSL connection and it will end up costing you more time and money. We will have to submit a ticket for your service. I would not rely on Bell to come to the home tomorrow at all. We will have to submit this to Bell, but first we have to complete troubleshooting with you. It is Bells responsibility to make sure that the Jack is working the tech was correct with providing you that information. Your activation is showing completed as the tech submitted his work order to us. We will have to complete the troubleshooting so please call 1-877-357-2889 to get help with this. We will probably have to submit a warranty install request. This is the fastest way possible to get this completed. I am so sorry.
2 weeks in. No internet. Not even a working phone jack. No solution. No assistance from TS.
That was roughly 4 hours ago, at which I just threw my hands in the air and proceeded with a few words of profanity. My 15 months old was giggling. My wife, standing next to her, was not.
So tomorrow I suppose I'll call the 1-877 number, and... and what? Well, we'll see!
Moral of the story: TS is a good company with a good service. But before you can enjoy any of their great services, be prepared to deal with a huge pile of poo.
Would I go for a third time? No, probably not.
Thanks for reading!
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