Horrible experience with TekSavvy
Here is the story. Long Read. TL;DR below
For the record, I was a TekSavvy customer well over a year ago but not for a long time since.
I signed up for the cable internet service 2 weeks ago. My current service with another provider is expiring today. Therefore I requested my activation/installation date to be by Tuesday of this week. I create my order online; everything seems to be fine (it asked for appointment times, I picked all 3 choices on the same day, different time slots). Get invoice and a notification that my modem has shipped, everything seems alright.
Not very happy that TSI requested my parcel to be held at the post office rather than being delivered to me (I did pay for shipping, mind you).
Anyways, I called Monday to make sure everything was okay for tomorrow. They tell me that
1) Wrong modem info was sent to Rogers
2) I should not have picked appointments all on the same day
This has royally pissed me off. They have made a mistake on their part about the modem and it is my fault that I picked appointments on the same day. There was NO warning on the site against picking appointments on the same day.
And why hasn’t anyone called me to inform me of the issue? If I didn’t call, then I would have come home to see jack-all was done.
After talking to the rep, we pick Saturday as the install date because of the 5 day in advance booking rule (which I am also pissed off at) and they assure me that they will try their best to get an earlier date. I ask when I will know if they get an earlier date. They ask me to call back 24-48 hours.
I call back 24 hours later and the rep tells me that they are still waiting on confirmation for the Saturday booking from Rogers; he has no idea about any earlier requests pending. I demand to speak to a manager because what I am hearing is total BS, they inform me that they are busy/unavailable (can’t remember). I demand that they give me a call back ASAP, they tell me that it would be 24-48 hours, I demand that they put a note in saying that 48 hours is unacceptable to me (is that really how long I need to wait to speak to an authority figure?), they better call within 24 hours. They put the note in.
24 hours go by. I don’t hear anything
At this point I get an invoice (in addition to the original one which included activation/modem/first month) for another month’s service! I checked my credit card online, and I don’t see this charge or the original one. I thought they cancelled those charges to fix the crap they caused above and would charge back properly when my service starts.
I get an automated call from Rogers in the morning indicating that Saturday’s booking is confirmed.
It has been almost exactly 48 hours. I still have not heard anything. This is pure and utter BS.
This is easily the worst level of customer service I have ever encountered thus far.
Here is the kicker
I get my credit card statements today from an issuer other than the card I inputted to charge. I open this statement and see that TSI has charged this card! I did not even enter this card in my information! I realize that this is the card I used when I was a customer of theirs previously. They still have my credit card info on file? They are complete bastards.
The problem with this is that this card has a balance transfer on it for nearly the full amount! (This is RFD; you know which card this is) I check online and see that the second invoice I got has also been charged to this account! I only have roughly $10 of a limit left on it now. I have a feeling they are going to charge something stupid to it again.
I NEVER use this card for purchases because of the balance transfer; I keep it in a safe for this reason.
This has totally screwed me over because even if they reverse the charge, the payment will be applied to the interest and not the purchase itself!
I call them to find out why they charged to a card which I did not authorize and why it is on file while I was no longer a customer. They tried to explain to me that it is a good thing that they keep credit card info on file in case the customer returns. This is the stupidest thing I have ever heard (I am going to look into if there are any legal repercussions for this, please advise if you know something about this). They do not understand what this has caused. I now basically have to pay my entire balance on my card immediately otherwise my credit rating goes down the drain. I demand to speak to a manager and I am told that no one is around (where have I heard this before), this is unbelievable. This is not a convenience store, this company is a service provider, how can they not have a manager around? Apparently a manager will call me on Tuesday. They offer to refund the charges and charge to another card instead and then the line cuts off. No one calls me back.
I can’t even tell you how pissed off I am….
Everyone seems to love TekSavvy here but the truth is that they are just a business. They have incompetent employees, absent managers, charge multiple times for services they have not provided, take no responsibility for their mistakes, and they keep your credit card info on file long after you leave as a customer. Business will always screw over their customers.
That’s what I have to say. Any advice or comments?
TL;DR
Didn’t hear that there were any issues with my order. I call one day prior to the installation, they give me excuses that my installation will not happen on said day. They promise to try getting another appointment but don’t have any recollection of it. They give me an appointment a day after my current service expires. All this time I have never received a call back from them.
They charge a card that I did not authorize as my previous credit card info as a customer was on file (when I was a previous customer). This card has a balance transfer and has screwed things up for me.
The people at TekSavvy are mofos. Simple as that
For the record, I was a TekSavvy customer well over a year ago but not for a long time since.
I signed up for the cable internet service 2 weeks ago. My current service with another provider is expiring today. Therefore I requested my activation/installation date to be by Tuesday of this week. I create my order online; everything seems to be fine (it asked for appointment times, I picked all 3 choices on the same day, different time slots). Get invoice and a notification that my modem has shipped, everything seems alright.
Not very happy that TSI requested my parcel to be held at the post office rather than being delivered to me (I did pay for shipping, mind you).
Anyways, I called Monday to make sure everything was okay for tomorrow. They tell me that
1) Wrong modem info was sent to Rogers
2) I should not have picked appointments all on the same day
This has royally pissed me off. They have made a mistake on their part about the modem and it is my fault that I picked appointments on the same day. There was NO warning on the site against picking appointments on the same day.
And why hasn’t anyone called me to inform me of the issue? If I didn’t call, then I would have come home to see jack-all was done.
After talking to the rep, we pick Saturday as the install date because of the 5 day in advance booking rule (which I am also pissed off at) and they assure me that they will try their best to get an earlier date. I ask when I will know if they get an earlier date. They ask me to call back 24-48 hours.
I call back 24 hours later and the rep tells me that they are still waiting on confirmation for the Saturday booking from Rogers; he has no idea about any earlier requests pending. I demand to speak to a manager because what I am hearing is total BS, they inform me that they are busy/unavailable (can’t remember). I demand that they give me a call back ASAP, they tell me that it would be 24-48 hours, I demand that they put a note in saying that 48 hours is unacceptable to me (is that really how long I need to wait to speak to an authority figure?), they better call within 24 hours. They put the note in.
24 hours go by. I don’t hear anything
At this point I get an invoice (in addition to the original one which included activation/modem/first month) for another month’s service! I checked my credit card online, and I don’t see this charge or the original one. I thought they cancelled those charges to fix the crap they caused above and would charge back properly when my service starts.
I get an automated call from Rogers in the morning indicating that Saturday’s booking is confirmed.
It has been almost exactly 48 hours. I still have not heard anything. This is pure and utter BS.
This is easily the worst level of customer service I have ever encountered thus far.
Here is the kicker
I get my credit card statements today from an issuer other than the card I inputted to charge. I open this statement and see that TSI has charged this card! I did not even enter this card in my information! I realize that this is the card I used when I was a customer of theirs previously. They still have my credit card info on file? They are complete bastards.
The problem with this is that this card has a balance transfer on it for nearly the full amount! (This is RFD; you know which card this is) I check online and see that the second invoice I got has also been charged to this account! I only have roughly $10 of a limit left on it now. I have a feeling they are going to charge something stupid to it again.
I NEVER use this card for purchases because of the balance transfer; I keep it in a safe for this reason.
This has totally screwed me over because even if they reverse the charge, the payment will be applied to the interest and not the purchase itself!
I call them to find out why they charged to a card which I did not authorize and why it is on file while I was no longer a customer. They tried to explain to me that it is a good thing that they keep credit card info on file in case the customer returns. This is the stupidest thing I have ever heard (I am going to look into if there are any legal repercussions for this, please advise if you know something about this). They do not understand what this has caused. I now basically have to pay my entire balance on my card immediately otherwise my credit rating goes down the drain. I demand to speak to a manager and I am told that no one is around (where have I heard this before), this is unbelievable. This is not a convenience store, this company is a service provider, how can they not have a manager around? Apparently a manager will call me on Tuesday. They offer to refund the charges and charge to another card instead and then the line cuts off. No one calls me back.
I can’t even tell you how pissed off I am….
Everyone seems to love TekSavvy here but the truth is that they are just a business. They have incompetent employees, absent managers, charge multiple times for services they have not provided, take no responsibility for their mistakes, and they keep your credit card info on file long after you leave as a customer. Business will always screw over their customers.
That’s what I have to say. Any advice or comments?
TL;DR
Didn’t hear that there were any issues with my order. I call one day prior to the installation, they give me excuses that my installation will not happen on said day. They promise to try getting another appointment but don’t have any recollection of it. They give me an appointment a day after my current service expires. All this time I have never received a call back from them.
They charge a card that I did not authorize as my previous credit card info as a customer was on file (when I was a previous customer). This card has a balance transfer and has screwed things up for me.
The people at TekSavvy are mofos. Simple as that