The IT Nerd

….But unlike the last time that this happened, I had a much more positive outcome. But let me start at the beginning.

We got home last night and I noticed that one of my cordless phones said that a line was in use. That was weird so I picked it up. There was no dial tone.

Not good.

So I then did some troubleshooting. First I unplugged all the phones and plugged them in one at a time and listening for a dial tone. No joy there. I then did it again, but this time I removed the DSL modem. No joy there either. But I did notice that when I put the DSL modem back, I had Internet, though it was running at half the speed. So I knew that I had some sort of connection to the Bell central office about 1KM away. Since I had not made any changes in the condo, the only logical conclusion was that the issue was external. As in the wiring closet where all the condo’s phones go, or outside the property. So at 11:00 at night, I phoned Teksavvy technical support via my cell phone. The woman who answered the call was pleasant, and wanted me to go through the troubleshooting steps that I had just done. I simply explained that I had already done what she was asking me to do and she was on the phone with Bell to arrange a service call. Within 15 minutes, I had arranged to have a tech come out the next day between 12 and 5 PM. The catch was that if the problem was inside my condo, it would cost me almost $90. I wasn’t concerned about that as I knew there was zero chance of that.

The next day the tech arrived at 1:30 PM. He did some tests internally and confirmed what I already knew which was that the problem was elsewhere. Within 20 minutes he was back and I had phone service and my DSL service was back to full speed.

Though it was a Bell tech fixing the phone, Teksavvy made the call to send a tech and did so quickly. Unlike the last time when Bell provided my phone service, there were no attempts to upsell me to something I didn’t need, there were no missed appointments, there was no lying about missing the appointment. Just a quick turnaround to fix my phone. Bell should take notes as this is how it should be done. It’s reinforced my decision to use Teksavvy as my phone provider. It was a very positive experience overall which is why I’m posting this. I really believe that both positive and negative customer services need to be shared so that consumers know who will treat them right and who won’t. In this case, it’s the former.

This entry was posted on March 12, 2013 at 8:24 pm and is filed under Commentary with tags Bell, Teksavvy. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.