Minimalism as applied to customer service

Orange men's briefs with TekSavvy logo
In 2013 TekSavvy gave away promotional free underwear, apparently. via freebiefindingmom.com

Conceptually, I love TekSavvy. Smaller independent ISP/Telecom services trying to push their way into Canada’s industry. But they take customer service minimalism to a new low.

I submitted my application for service on the 12th, and a few hours later got a pingback to make the payment and things would happen – specifically they would ship me a modem and set up a service call. About 8 hours later I got that e-mail (hey, when was the last time you got a company response at 01:07 a.m. and responded immediately? Also, what Toronto company has people at their screens at 05:07?) and immediately sent off the money.

Then dead silence.

Part of the application has you prioritize a list of characteristics about your need for service. My top item was speed of service set up/installation. I need service set up and running as quickly as possible because I need to get out of a current contract – but I run some personal web services which need zero downtime, so need to shift to the new provider before I can cut off the current one.

Dead silence.

After five days of dead silence I sent a follow-up e-mail. TekSavvy uses a ticket-based system, allowing them to hire any fly-by-night contractor anywhere on the planet to deal with their customers though I have no idea how they actually manage their customer service.  But about 12 hours after I contacted them someone got back to me to say they had shipped the modem, and it could not be delivered, so it was awaiting at the nearby post office, and here was the tracking number so I could go pick it up.

It sure would have been nice to be e-mailed that tracking number in a notification it had been shipped. In fact, that could have been done as part of the shipping software. No-frills customer service !== no customer service.

I had actually already discovered the package had not been delivered, because the post person left a pick up tag in the mailbox a few hours before I got that e-mail. If my ticket had been prioritized as a customer requesting an expedited installation should be, it is likely I would have been notified the package was out for delivery that day, not well after business hours. Which brings up the timing of that e-mail again – 22:18 my time, 02:18 Toronto time. Hmmm.

The responding e-mail also notified me they had sent my installation order off to another service company, were awaiting a response, and “We will contact you as soon as we have a confirmed install date from [company].”

That was five days ago. Dead silence.

Does it really take TekSavvy five days to schedule an install? Well, I sent off another ping to them today. My bets? it is well after business hours in India, which is 13.5 hours ahead of PST. I suspect I will hear something in about 11-12 hours.

If they want to minimize the service, fine, I’m okay with that. Let me schedule the install with [company] – give me a fairly simple doodle-like web interface. Give me some effing feedback rather than dead silence.

Or I’ll fire you.

Oh my gawd, I’m turning into a trumpkin.

One Reply to “Minimalism as applied to customer service”

  1. No, they did not get back to me after 12 hours – still no response.

    If I do not hear anything by this evening then TekSavvy is gone, and I file a telecom complaint.

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