TekSavvy lost a customer today

… partially due to a disconnect between their front-line agents and their retention department.

I have 45/4/400 $62 service with TekSavvy (TSI), and Rogers offered 100/10/unl for $65, but with a 2-year lock-in.

After tweeting that out I was told by TSI’s Twitter account that they could not price match.screen-shot-2016-09-20-at-14-46-54
I called TSI’s sales department and they reiterated that they will not price match and they made no other offer to retain me. They didn’t offer to knock a few bucks off, bump my service for a good price, increase my data cap (0 cost since I’ve never maxed out), or even lock in my current price so I wouldn’t have to worry about a price increase after Rogers’ offer expired, which would have added insult to injury. TSI made rumblings earlier this year that they were going to raise rates but they didn’t for my package. But I assumed I was living on borrowed time.

TSI offered nothing. They did not make me feel like a valued customer.

screen-shot-2016-09-20-at-14-48-15The Rogers offer at 2.5 times better than my TSI service, combined with TSI’s unwillingness to negotiate at all, pushed me over the edge back to the dark side.

I signed up with Rogers today and called TSI to cancel. Only then was I put through to the retention department and the woman started the rumblings of what they could do. I cut her off and said I’d already signed up with Rogers and I wasn’t calling to negotiate. It’s a done deal.

Maybe they couldn’t have matched Rogers’ offer, but maybe they could have moved enough to retain me. Make a good faith offer. TSI’s social media folks and their sales agents need to learn that in business you never say “no.” You say, “Here’s the best we can do for you.” They should have directed me to customer retention immediately, otherwise I assume that what those agents are saying is TSI’s final policy. “Read my lips. We do not negotiate.” Three times TSI agents gave a definitive, “No.” Only when it was too late did they say, “Well, maybe we can…”

So, I’m locked in to Rogers for two years. I know they’re trying to deplete TSI’s cable customers so there may not be a TSI to return to in two years when I have to pay Rogers’ full rates, but TSI didn’t seem to be concerned enough to make a little less profit on my account and retain me as a customer. Instead, they opted to lose a customer and make $0 profit.

I confess … I don’t understand that business tactic.

Author: Tom

Destroyer of software. If I haven't tested it, it hasn't been tested.

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