Thursday, August 8, 2013

Internet Math

Today, I'd like to talk about something that is affecting me right now as a Teksavvy customer without Internet, caused by the strained relationship that Teksavvy has with its internet vendor (Rogers). My livelihood depends more and more on the internet by the day, and not having internet is extremely stressful to me.

I have been without internet for 3 days now, after trying to pay more to have my internet speed increased. After calling to change my plan (which took about 4 days longer than necessary because of a clerical error), I waited a total of about 8 days for my Internet speed to increase. On the last day it was due to change, my Internet promptly disconnected (Monday August 5 in the afternoon) and hasn't been back online, going on 3 days.

After spending several hours on Twitter and on the phone with Teksavvy agents over the last week and a half, and continuing to hear that we are waiting for Rogers because they are very backed up dealing with requests, I have finally settled in to a pattern where every 24-48 hours I call to see what the issue is. Teksavvy has excellent customer service, and engages their clients in ways that I have not seen from any other company. However, their dealings with Rogers are getting extremely convoluted, and Rogers does not seem to have the capacity to handle service requests for all of their clients. I do not know if this is greed or just a reflection of poor infrastructure that is causing it, and it's not really important if it's one of those, or something else.

Anyhow, the last conversation I had with Teksavvy, I was told that after waiting 48 hours for Rogers to respond to my service request, I was told that that meant Rogers now only had 24 hours to respond to my support ticket, and to eventually get my internet connected. This kind of delay is really inexcusable for a major telecommunications company, and it is downright ridiculous to be handicapping customers like this.

Anyhow, since it has been a LOT more than 48 hours since my initial issue, which was never really addressed, I am a little bit confused about this new 24 hour timeframe to respond to my issue. I was told that if they did not respond to my new 24 hour request, it would be escalated again to a 12 hour response window, and on and on. After a few seconds of reflection, not only is this policy ridiculous on Rogers' part, but it is absolutely an unhelpful and unsustainable way to deal with service requests. I have made a table to illustrate this point.



As you can see, with an interval that decreases by half at each request, within a total of 24 hours from now (ending at 4 PM tomorrow), I (or Teksavvy on my behalf) will be sending infinite requests to Rogers. I am sure that I am not the only person in this situation, as Rogers seems to be very behind on this kind of request.

I am REALLY hoping that my request will be dealt with when I call this afternoon, otherwise my phone bill will be huge, I will not be able to get any work done, and there's a good chance the universe will explode.

Teksavvy, you are excellent, but you really need to make Rogers treat you and your customers better, or people will not stay patient for very long. I am a good example of someone who is a very loyal customer, and a patient one at that, and even I am getting a little tired of this.