When I was asked to give a talk about the evolution of access at the ISP Summit in Toronto, it got me thinking about how it’s impossible to separate that evolution from the ups and downs we’ve experienced at TekSavvy. The reality is that without proper access to incumbent networks, ISPs like ours can’t survive. And our survival is critical if we want to ensure a competitive market that benefits consumers.
Let me start by telling you a bit about TekSavvy, our history and how we’ve been affected by access-related issues.
We provide Internet access and phone services to 180 thousand subscribers in different parts of the country. Some are businesses, but most are residential customers. At first, they were primarily technology-savvy power-users, but now they include a very broad demographic. A big part of our success to date has been our focus on delivery, value and excellent customer service. We listen to our customers and we try to respond to their needs. When they’re concerned about something, so are we. That’s who we are. That’s how we operate.
My brother and I started the access side of the business ten years ago. Things were very different back then. At the time, we used a combination of dial-up and Bell DSL services. We had access to all their speed tiers and we could accommodate whatever usage we saw fit. It was a pretty good deal.
A few years later, in 2006, the incumbent phone companies started using fiber to the node. They were delivering retail speeds two to three times higher than what we were. At first it wasn’t such a big problem, but as our customers started to demand those higher speeds, we just couldn’t compete. It became increasingly apparent that speed was the new game changer. That period was tough…especially when they started using traffic management practices to throttle our customers. That really stung.
By 2009, the CRTC was being asked to let wholesale customers like us, be charged for usage, and on top of that, they wanted to impose caps. This was the final straw! Considering where we had started, with speeds that matched and usage we could allocate the way we saw fit, this was now a completely different proposition. We were as incensed as our customers. Something needed to be done. It was time to take action.
We embarked on a large scale regulatory effort focused on a number of initiatives. We opposed throttling and usage-based billing and, we continued to press for speed-matching.
At the same time though, we knew we couldn’t do it alone. We needed help. We were running a business. And, all this other stuff was just getting in the way of the day to day. That’s when we joined forces with other ISPs to form CNOC.
During that same period, we realized that we needed to figure out what else we could do to make our company grow. We looked around to see what was available to us and cable internet was the obvious choice. Our customers wanted speed and cable would give us that. Adding a cable platform to our list of services wasn’t an easy move, but it’s played a significant role in our growth.
So the pot kept brewing, and then the worst of all fears happened. The CRTC delivered its highly controversial UBB decision. It was a scary time for us, scary in every conceivable way. Our very existence was on the line. We were investing heavily in our future, but, at the same time, we were facing the end. There was a lot at stake and now we had to deal with what we had feared the most and worked so hard to prevent.
But then, a huge backlash sent a very clear signal. In response to an on-line petition with more than 500 thousand signatures, the government “suggested” that the CRTC should re-consider its ruling. Clearly UBB was a lightning rod issue. In a way, it was a perfect storm. And, we were at the centre of it. We had mixed emotions. We were relieved that someone was listening and that independents finally had a voice. We started to think that change was a real possibility. However, we had just dodged a bullet. We went from facing extinction to being thrown into the deep end.
Luckily, we had our cable platform which allowed us to avoid UBB and provide speed matching at the same time as these issues were getting a tremendous amount of attention. The cable side of our business started growing by leaps and bounds. We even suffered some serious growing pains.
Despite the growth, all of the regulatory uncertainty left us in limbo. We needed to keep investing in the business even though the stakes kept getting higher because we had little assurance of what the future might bring.
Late last year, the Commission finally ruled on a number of issues. They set wholesale rates and they decided that usage would be charged by capacity and not volume. In some ways, this was good news. But, many of the rates are still excessive and we don’t think they make sense in light of today’s marketplace. What we have now is only a partial solution. For growth to really exist, we believe rates need to drop. We won’t know what those rates will end up being until the current review and vary applications have been resolved.
In the meantime, we’ve decided to get back to the basics and, for us, that’s the quality of access… what we’re actually delivering to each and every one of our customers. Quality issues can affect the entire cycle of a typical high-speed access connection, everything from ordering, provisioning and installation to repairs and the disconnection of services. When there are disruptions in quality of service, whether caused by us or the incumbents who provide the access, it’s our customers who feel it. And, we don’t think that’s right or fair. When people access the Internet, they just want everything to work. And, we’re in the business of making sure that it does. It’s all about the experience and we want it to be positive.
In a relatively short time, the Internet has evolved from a novelty, to a tool for doing business and a major source of entertainment. Now, it’s an essential service. We rely on it for work and for play. We use it to create, to communicate, to educate… Whether you use VoIP, FaceTime or Skype to connect with others, NetFlix or IPTV to be entertained, or VPNs and cloud-based computing for work – you need a reliable, cost-effective, unencumbered Internet access service. This is vital as we move further into the digital age.
Consumers win when they can choose their services and their service providers. Reasonably priced high quality access is the key to that choice. But the current system restricts smaller players like us who still account for a very small share of the market.
It’s clear to us that more needs to be done. To create positive change, I believe we all need to work together, that includes all the industry stakeholders, the government and most importantly, consumers.
To the incumbents, I would simply say… we need your acceptance. We all know that you are the key players in this industry with a wide variety of business interests. Even though we may compete for the same customers, we have different objectives. We exist because there’s a need for alternatives. We’re competitors, but in a way, we’re also partners, whether we like it or not. The truth is that while we’re busy fighting, wasting time and resources, the digital age is outpacing us all. If we want to keep up, we have to adapt. We need a strategy. And, we need to work together.
To the CRTC… we applaud the new Chair for putting emphasis on regulatory actions that will benefit consumers. We share that view. Our customers have always been our primary focus. We’re particularly pleased with the recent transparency decision and are waiting to see how it gets implemented. Moving forward however, the questions I have are…. How long is it going to take to get access rates and conditions right? And how and when are we going to deal with access to FTTP? We need to know that or once again we’re going to be marginalized. For years, there’s been so much focus on regulatory issues that it’s become a distraction. We just want to see things resolved so that we can get back to business.
We recognize that regulation is a last resort and not a substitute for market forces. Where we can work things out ourselves, we should do that. But we need the CRTC to be there when negotiations don’t work out. Otherwise there won’t be competition and consumers will suffer.
Lastly, to consumers, keep making your voices heard! I believe we need to engage in more dialogue. Mr. Blais has already started on this path by asking consumers what they want from the wireless industry. Take advantage of those opportunities. I believe we need to see more of the same type of thing across the entire industry. We need to open up the conversation to include everyone. ISPs, the incumbents, the public, stakeholders like ARIN, ISOC, CIRA, ICANN and other regulatory bodies from around the world. We need to start talking to each other. We’re all asking legitimate questions and in many cases, similar questions. If we engage in a conversation, we just might find the answers.
Marc – CEO/TekSavvy
You have my utmost respect
Thanks Sam!
I agree with everything you said but quality customer service. I have gone from calling and getting a human being within a few rings of the phone to sitting in a calling cue for up to an hour at a time. This is not quality customer service. When I watch the clock as my customers come and go or my dinner gets cold, waiting for someone to come on the line who in the end turns out to know much less about solving my connectivity issues than I do, I start to feel like I am again dealing with the big bullies on the block.
I used to tell anyone who would listen that Tek Savvy is the greatest ISP I have ever used, but I now temper the recommendation with, “But hope you never have to call them for service!”
I continue my commitment to TekSavvy because I believe that your company needs the support of the customers and growing small independents like yours is the best way to show the big guys that they cannot just ram their will down our throats, but I am deeply disappointed in the direction your customer service department has gone.
Hello Scott,
First I would like to thank you for your time with us and your continued support despite your recent disappointments. With that being said, you are absolutely correct about the wait time. I won’t imply that you are exaggerating or that you just had bad timing when you called. While it is true that our wait times are not always that high, nowadays it definitely seems like the call Queues are flooded more often than not.
Yes, this is a problem and we are aware of it. No, we are not ignoring it nor are we okay with it. We have been hiring and training to bring these times down and we are not done yet. Now we are opening a new center in Gatineau as well. Also if you are calling prior to 6pm there should be a callback option that will hold your place in line and call you back when an agent comes available so you do not have to sit on the phone the entire time.
Now, wait times aside, the quality customer service is something we would like you to feel once you have spoken to an agent. It appears that you did not feel it then either. If you have the time I would like to ask that you email sm@teksavvy.com with your account information and some details on the interaction you had with that agent so we can look into this for you. If there is an opportunity to coach an agent on specific issues and improve the overall service provided we certainly do not want to miss that.
Once again I’d like to thank you for you continued support. Thank you as well for the feedback you have provided.
Take care,
Keith
Hello again,
I just wanted to add that you can also reach out to us online via twitter: @teksavvycsr facebook: https://www.facebook.com/TekSavvySolutionsInc and email: support@teksavvy.com.
We also monitor the following forums:
http://www.dslreports.com/forum/teksavvy (public forum)
https://secure.dslreports.com/forum/teksavdirect (only the person who opens the thread and Teksavvy employees can view posts here)
http://forums.teksavvy.com/
If you are calling before 6PM and the wait is more than 5-15 minutes there should be a callback option and if that was missing I apologize, but I just wanted to make you aware of these alternatives as well while we continue working to bring the wait times down.
Thank you,
Keith
Hi Scott, thanks for taking the time to write this and thanks for the support.
I agree with you. I’m doing everything possible to help the situation.
I’ve just recently taken full ownership of the company and so this issue now has my full attention. We’re in the process of hiring another 40 staff after hiring 50 since August. We’re looking at a number of internal initiatives to improve processes where possible. Many back office systems have been substantially upgraded this year to accommodate the growth. We’re also opening up a new call center in Gatineau to help with bilingual tech support.
Keep the faith though. I know many are rooting for us. I think this is mostly a body count issue at this point. We’ve experienced greater than expected demand that’s taken us a bit by surprise especially after the back to school rush. We’re dealing with that as quickly as we can. Our training process takes more than a month for our tech support team so there’s a bit of delay unfortunately. The trick is to add bodies that are fully trained for what they’re doing. I know that we’ve been having some of these issues for a while now, I intend to put it to rest for good with these latest moves and then keep on top of it from there.
Hope that helps explain a bit. I know it’s not much help when you’re waiting on the line but know that we’re working hard at it and that it should be resolved soon.
Thanks again.
Marc
absolutely Scott, tonight I try to become a member after being a loyal Rogers customer for over 30 years – I am told the Sales department went home early after being ON HOLD for 43 minutes. Then I am told I should call back in the morning – I knew of another Canadian High Tech Firm that was arrogant and did not care about Customer service (where is Nortel NOW???). Marc, John at least walked away with a $190million usd severance package!!!!!!!!!!!
Hi Paul, really sorry to hear this. I’ll see to it that somebody gets a hold of you right away. Unfortunately, at 1:30AM many of our staff have left for the day as we have a smaller crew working the night shift. I’ve responded to Scott above also to help explain a bit what’s going on.. we’re working to resolve the wait times soon though to help in these situations.
Marc
Hello All,
I am a TSI customer for many years. Your service was almost perfect, I recommended it to a lot of my friend, colleagues and client. But IMO this time is over:-( Looks like you became too big to provide the same quality as it used to be. First, I would not recommend to any one waiting for support over half an hour. Second-your service quality getting lower and lower. Personally I have a feeling that you prefer to lose a client instead of fixing issues while it is more than very basic (is your device powered up? could you restart it?). I agree, that in some situation it is more profitable way to get few new clients instead solving complicated issue. I have few services with you, but there are few cases when I give up trying to deal with you. I am on the way to change provider. And not just I. Some of my client are the same.
Of course I do not want to discuss any details here, on public place.
Sorry, but this is my opinion.
Hi Val,
Please see my comments above. My blog also talks about the growing pains we’ve experienced. Today, we’re at the tail end of those growing pains and expect to have it all solved soon.
If you’re having any issues ATM, please let us know and we’ll get somebody on it right away.
Hi Marc,
May be and hopefully situation will change soon, but I am paying a FULL price without getting a service I am paying for. In my recent history with TSI I had unbelievable mess with invoices, I had unauthorized charge to my credit card (yes, few month later I found it, I been credited for it, but what if I would miss it?).
As for Tektalk service-I spent hours on waiting to speak with support and then actually talking to support. At very beginning for few month it was running without any problem. Then, when the troubles start, one of tech is telling me, that I have to open port, then next one is telling me that I have to reconfigure my network, then next one is telling me that I have to talk to Linksys due I am using my own ATA (the same as yours, SPA2102).
HOWEVER, you may know that this ATA has 2 channels. I spoke to one of my friend who use VOIP for many year. He gives me his credentials and I put into my ATA. WOW!!! for few days no any line problem. Unfortunately this is US provider and they cannot port Canadian number. But this is perfect proof, where are all my troubles are coming from. However every time your techs are making me fool, making me feel that problems are on my side and you are doing good job. I just do not have time right now to look for the new provider.
BTW, recently I was trying to help my brother and I’ve been in contact with Martin Pelletier directly, back and force over email and phone-result: I give up. My brother is about to sell this house, but for now his DSL is so crappy:-(
Hi Val,
I found you’re account and took a quick look. I’ve also forwarded you’re info to my team to look into more carefully.
In looking into you’re details though, it seems to me that you’ve changed to another Internet provider and also to another combo modem-router then ours.
I see in the notes that you’ve spoken to a number of our techs since May and judging by the logs, it seems to me that you’ve received excellent support. At every turn we’ve gone out of our way to help you.
If the issue you are currently experiencing was a problem on our side, many others users would be complaining.. We are not seeing such complaints.
The root cause seems to point to your new routing equipment from you’re other provider. Have they advised you on the best way to use their supplied equipment with your ATA?
I also see that you called about this on Friday afternoon.
In looking at all of this, I have to say that other than perhaps wait times that we’re working on, it seems to me that our support is working with you to solve this. It’s hardly a case of complete failure as you seem to suggest.
As for Martin, he’s one of our best techs with nearly a decade of experience in this field. I’m sure that he will find the problem if you keep working with him.
We can’t promise that you won’t have any problems, all we can do is to do our best to deal with the issues as they come up. It’s unfortunate that you’re having these problems though and I know how frustrating it can be. I can tell you that we’ll keep working with you until its fixed but we can’t do it alone unfortunately.
My team will follow up with you, keep you’re spirits up, I’m sure we’ll figure it out.
Let me know how it turns out.
Regards,
Marc
Hi Marc,
Yes, recently I switched to anther internet provider. Actually, when I was connected to internet with TSI, it was reasonable good and reliable, no problem. I had dsl6 and was thinking about higher speed. my current provider knocked in my door with very attractive offer and higher speed. I contacted you, I asked if we can find any compromises. NO, no one even asked me what offer I got from your competitor. OK, I understand your policy and switched to …
Yes, your team is working and giving me “some” advices and recommendations. I agree that Martin is knowledgeable person, but my brother’s internet connection is still bad. Martin was running a lot of testing, from your side it is good, from my side it is good, but speed, ping etc are not good. Does it make customer happy? My Tektalk line is not good. As I mentioned, so far service from another VOIP provider on the same equipment and configuration is good. May be you have some kind of unique requirements for configuration? I asked several times your support team to give it to me. No. I agree, that I was informed about no support for my own equipment. I am not asking to fix my setting, I just asked to provide your requirements – no. Does it makes me happy? Am I asking too much?
Marc, I am just telling you about existing problem (at least my own experience). There are some problem. I’ve been loyal customer, but at the bottom line I would like to have a good service for the price I am paying. If price too high or service does not meet my needs …
Regards,
Val
Hi Val,
From what I can tell, you switched to an incumbent… Our prices are the way they are because to go any lower we have to eat direct costs set by the CRTC. We simply can not compete with the promotions the incumbents are offering.. Not with these inflated rates that are currently set by the CRTC. This is precisely the predicament we’re in where it’s all setup to protect the incumbents instead of the consumer. I’d love to offer you something.. But the fact is that I’d never break even if I did. We have our best prices every day..
For the issues you’re still having, I hear you that it’s frustrating. The best I can offer you is to keep working at it until its solved. There’s got to be a reason why it’s not working as expected. The trick is to find it…
For your brother, if the line has problems.. A field tech may be required to solve it. Martin and the rest of our team will keep working on it.
If there’s anything more that can be done to solve it quickly, I will double check to make sure we’re doing everything we can.
Hi Val,
Tyler, one of senior techs, quite knowledgable in TekTalk is going to be calling you once be is done with your current call.
Thanks,
Andre
Hello Andre, Marc,
Updates: after few phone conversations and emails with Tyler, some additional settings (what required by Teksavvy and does not required/not necessary by few other providers) so far for several days it is running fine. At beginning my connection was fine without this setting. Your techs been telling me all different stories and everything on my line just fine etc. Tylor saw in my log where are from my troubles coming and he knew how to solve a problem. Your support in my case was not knowledgeable enough to resolve a problem. Yes, Tyler fixed it, but it took so long. In order to get it fixed, you Marc and Andre was involved.
Bottom line-it is running. I appreciate your help
Hi we live in Muskoka and tonight i called to ask if your cable service is available in this area. Huntsville specifically, they said no and i was sad. So i am wondering when you might be spreading to the Huntsville area?
Hi Wendy,
I’m sorry we’re not in your area yet. We are definitely looking to expand our reach and hopefully we’ll have good news for you soon.
Danielle
First of all, I am very impressive that the CEO of Teksavvy is actively communicating with his customers through this blog. I hope my story below will serve as a fair and accurate customer feedback.
Teksavvy has been my internet service provider since May 2010. I made the switch after doing extensive research and found impressive reviews for your exceptional 24/7 technical support service, quick response time and value of course.
I have recommended Tecksavvy to many friends and families. This summer when my daughter moved to London, Ontario to attend university, I signed up with Teksavvy’s cable internet service for her to be under one account.
Lately, your Tech Support service has been deteriorating both on wait time and staff competency. From my experiences, the wait time on average is at least one hour long. On one particular weekend it was two hours before I gave up. Most of your agents don’t seem to know how to trouble shoot or don’t care to and their jobs is simply to submit a ticket to Bell or Rogers. Worst of all, some of your agents tend to assume your customers are less technically savvy and talk down to us.
As a business owner, I know that good workers are hard to find and workers who don’t care and operate on auto-pilot are the norm. This brings us to this last experience I had with your Tech Support team.
Due to an error caused by Teksavvy, I lost internet for 5 days, which led to 2 missed deadlines; I depend on fast internet to create 3D renderings. In the first 3 days, I spoke with 7 different agents and one Tech Support supervisor, Brian. None of them were helpful. Brian was unwilling to listen, patronizing, technically incompetent, under-qualified, and poorly skilled in problem-solving and customer relations. The only solution Brian could offer me was a dial-up connection which was useless for my work. He insisted that Teksavvy could only contact Rogers after 24 hours of submitting an email request and Rogers had up to 48 hours to respond. The earliest he could update me was on Nov. 7 between 5 and 8 p.m. and as of today I am still waiting for Brian’s phone call!
Remembering one agent, I dealt with on a previous issue, was extremely efficient; I decided to call her for help. Ms. May Lin Mok immediately took ownership of my problem. She was willing to listen and understood the root of the problem. She was extremely competent in trouble shooting. She knew exactly what the sequence of events should be to fix the problem. She stayed pass her quitting time to gather additional require information and called right at 7 a.m. as promised to update me. She even called on her day-off to give me updates. She made more progress within 24 hours than any of the other 7 agents plus Brian did. My internet was restored within 48 hours once May Lin started working on the problem. She even made a follow up call to ensure everything was still working.
May Lin has restored my confidence back with Teksavvy. Her concern of her accent was never an issue. She has very strong and excellent communication skills. I will not hesitate to call her for future technical issues.
Congratulations, May Lin, for going above and beyond!
Tif
Hi Tif,
That’s great to hear that May Ling was able to get the situation resolved for you and went above an beyond to do so. I’ll definitely make sure that her managers know about this.
We are working on the wait time issue. As you stated, it is difficult to find people that we feel will be great at helping you and all of our customers. There is extensive training that our techs go through once hired. We’ve done a lot of hiring recently and it’s still ongoing. I appreciate your feedback on the wait times. Please know that we are not okay with the wait being this high and we are working to get it back down to a wait we are all comfortable with.
I’m definitely concerned about the interactions previous to you contacting May Ling. If you could email me at sm@teksavvy.com with your account information, I can follow up with those interactions to make the experience better.
Thanks,
Danielle
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I switch over to Teksavvy for better service and I have been holding for 30 Min and no one. I think I was getting better tech support from Rogers. I will think twice before telling others to switch to Teksavvy.
Hi Kevin,
I apologize for the long wait times. We have done several hires and the situation should be getting better soon. In the meantime, if you need to contact us, you can do so on Twitter @TeksavvyCSR, On Facebook, On http://www.dslreports.com and http://forums.teksavvy.com.
Thanks,
Danielle
Well I was almost a new Customer until I had to call tonight and put on hold for so long. Then as I went to put in my call back number someone answered. I wanted to know what was happening as I subscribed to your service 2 days ago and I have heard nothing about it. The guy took my name, number and address and was off to check to see why I did not get and email or contact about my new service. After 15 minutes on hold I hung up. I figured if your support was good I would get a call back but to my surprise no call back. So I guess you don’t get my business.
John
I finally got the email requesting payment within 48 hours but now I am very nervous after my episode with your tech support. The fact I am not locked into a contract helps but Rogers wants to make me an offer first. I hope they do it before the 48 hours runs out and to tell you the truth I can’t see them making a better offer. I will have to sleep on it.
I am just reading a lot of negative about tech support and wondering why so many people have to call in the first place?
Hello John,
I do apologize for the long wait times. This is an issue that we are certainly aware of and are working hard to resolve. We have been hiring, training, and cross training in an attempt to get this under control and are also opening a new center in Gatineau as well. We also have the callback feature turned on from 8am – 11pm as well as agents available to assist online. The wait times have been improving overall and I assure you we are not content with obsessive hold times.
Many of the complaints you hear in regards to our tech support often stem (at least in part) from these hold times. As far as why they have to call, we are widespread throughout Canada and unfortunately issues do arise with technology. We have many customers who have never had to contact us for support as well.
If you would like to contact us online we can be reached at the following:
Twitter: @TekSavvyCSR
Facebook: https://www.facebook.com/TekSavvySolutionsInc
The TekSavvy Forum: http://forums.teksavvy.com/
DSL Reports: http://www.dslreports.com/forum/teksavvy
and direct support: https://secure.dslreports.com/forum/teksavdirect
Thank you,
Keith
Hi I just entered my postal code and it shows that there is no service here but my neighbour is a teak savvy Internet customer how can that be. Postal code k0m1s0
Hello Lyn,
I apologize for the confusion there. Postal code qualification is not always 100% accurate. However, if you email us your full address to sales@teksavvy.com we would be more than happy to double check and let you know what service may be available.
Thank you,
Keith
Wondering how the hold times are now? November comments say ‘we’ve hired staff, we’re training them, it takes 30 days, it will get better’. Then February comments are saying hold times are still unacceptable and the reply is that ‘we are still working on it’. How many more months til TekSavvy is up and running at an acceptable level of customer service? Not asking to be trouble – we would like to switch to TekSavvy but I’m not willing to exchange one difficult situation for another. We’d like to switch to improve.
Hope to hear that things are getting better quick!
Hello,
Thank you for your inquiry, we are happy to tell you things have improved. As I am writing to you have 0 minute wait time for our customer service department and a avg 38 second hold time for our technical support department.
We are working on growing and always looking at getting better at everything we do. After all we are TekSavvy, we are different in a good way!
What has happened to Teksavvy? I have been a customer for more than 5 years and have always recommended the company for its excellent customer service. I see that this has changed. On Thursday, our land line went dead. I tried to request assistance via email, which has always worked fine in the past. However, in this case, my emails were taking 12 to 18 hours to receive a response. Since the tech had to ask me a question, my response would take another day for action. Yesterday, I tried to call for support and was on hold for 1/2 hour, so I gave up, hoping my emails would eventually be addressed. Today, I decided to try support again and was on hold for 45 minutes. The service I eventually received was fine, but that is after almost 72 hours of my first contact.
I have now been surfing the web for about an hour, and I see that there are dozens of complaints about Teksavvy’s decline in customer service. I’m extremely disappointed and will not continue recommending Teksavvy. I am also considering leaving the company.
Hello,
Thank you for the post! With the introduction of new packages, lowered pricing and new areas we have been extremely busy. We the social media team also follow the emails that come into TekSavvy. We do have a 24-48 hour answer period as we receive hundreds of emails a day. We do apologize for the wait times with our phone agents currently due to all the newly introduced packages etc. I can assure you our phone agents are working diligently to get to everyone in a timely manner. I’m glad once you reached an agent there Customer Service was good, that is what we expect from our phone agents. We would regret for you to cancel service due to long wait times because of how busy we are, and I can tell you we have been hiring non stop for a year and continue to hire however there still more calls coming in then we can hire people to take them. We right now have another 60 agents hitting the floor within the next few weeks; this will help with the wait times to reach our phone agents.
Since it is a little busy right now, and difficult to reach us due to the volume of customer’s contacting us; If you need direct assistance feel free to reach us through our other channels. We can be reached through our Facebook page, DSLr, Teksavvy Forum, Twitter, Email, through the phone Etc. There is many ways to contact us if you need immediate assistance.
Hope this helps a little more, if you have any other questions please let us know! We are always happy to help!!!
Thank you
TSI-Ashleigh