Possible New MTS Training Opportunity for staff? - aka My Recent Experience

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  • Updated 3 years ago
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First Off I want to say that OVERALL I am happy with my experience and customer service I receive from MTS for my own personal services, and really enjoy this forum, but I wanted to share an experience from yesterday so perhaps MTS can learn from it or prevent it from happening to others.

A couple of weeks ago I contacted someone to have someone from the door to door sales team contact me so I could inquire about services for my mother at her address for TV and internet only. (thank you). After the person contacted me we set up an install date of October 10th in the morning. I was going to be attendance as my mother is one who does not know much about technology or what needs to done when an install happens. The rep was very helpful and nice. No problems here. (In fact I have left a message for the door to door person to get another family member to MTS services - if only you had referral credits....lol)

So the morning of October 10th comes (yesterday) and the tech shows up. No problems here. He was getting ready to install when he notices that he cannot get a dial tone, so he goes outside to discover that there is no line from the side of the house out to the pole on the street. The wire is completely missing. The tech points to where the wire should be...which is right through 1 tree. My mom notes that a tree was beside it over a year ago and that the city, hydro, MTS and Shaw came when it fell down and that the MTS guy cut the wire off the house saying "your not with MTS right now so you don't need it anyways" (but being that it was over a year ago - she didn't remember this prior). The tech told me he could not proceed with the install as he did not have the tools or equipment to install a new line. He said he would note it in his report but that it would probably take 2 to 3 weeks to fix if he put in the report. He said it would be faster for me to call MTS directly to have them set a new install date and run an overhead line. Again no problems with the installer.

Now is where the problems begin (MTS Call centre). I called 204-225-5687 at approx 8:50am yesterday morning and directed my call to tech support and repair (as per your phone options). The representative who answered the phone said there was nothing he could do to help me because there was no MTS account yet created for my mother. I politely told him how can we have an account when we can't even have it installed. He said that it was not his problem and to talk to sales. He put me on hold and then came back to say Sales did not open till 9am so please stay on hold and I'll transfer you when they open (8:55am). at 9:02am he comes back on the line and says I will transfer you to sales. (I assumed he would talk to Sales first or inform them of my situation - I was wrong). I had to re-explain everything about the line not being there and no line. The sales representative said that he did not understand why tech support could not help because there was nothing he could do and it would be their responsibility (I was getting upset now) and he Transferred me back to Tech Support (but he did give me an internal account identifier so tech support could locate the file). I get another representative. This rep said I don't know what Sales was talking about and even when I gave the internal account identifier he said there is nothing he can do (I am really UPSET now) I DEMAND to speak to a supervisor and that Tech and Sales need to talk to each other because ALL I AM TRYING TO DO IS GETTING MTS INSTALLED - should I just stay with Shaw I tell him. FINALLY the representative (when I went on my rant) says he will look into it and he personally (the tech support rep) will speak with sales. After a few minutes on hold, he comes on the line and says he has a person from sales (whom he briefed) who can help me.

FINALLY I get a representative from Sales who says she pulled up my mom's address and can see exactly what I said that LAST YEAR there was an entry for that address that said "Severed Line" and that a tech to install a line would need to be booked with the install. She explained that the representative that booked the install should have seen this and should have booked the proper tech to install. Then she tells me that the earliest that she could book an install is Saturday October 24 in the morning. So another 2 weeks of waiting for an install.

The call was finally ended 44 minutes after it began and 4 representatives later.

Well we already had told Shaw to cancel as of October 11 (always leave 1 day overlap) and we had to call them and tell them to extend my mom's services by an extra two weeks (at about the same cost as MTS is charging her for 1 full month of service on the promo) all because the representative failed to see the comments about the severed line.

I had to convince my mother that even with all the problems that she would still be better off with MTS in the end....and now I have to make a trip to my mother's house on the morning of October 24th to do this all over again.

Overall I am NOT impressed, and personally this should be used as a learning experience for your door to door team or sales to fully look at notes before booking things, and secondly....Who am I supposed to call if I have no account but I can't have an account because I don't have a line? (seems like a loop). Not that I was expecting it...but the reps didn't even really seem apologetic for wasting my Saturday morning or ANYTHING else for the time and frustration. The only positive thing was I didn't have to wait on hold for an hour between representatives.

Anyways I am glad I waited till today to write this, otherwise it may not have been written as nicely :) Hope everyone is having a good day. Happy Thanksgiving
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K from Canada, Champion

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Posted 3 years ago

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Clifford Lewis, Champion

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That is one place where MTS installers lack  vs Shaw installers.  Most Shaw installers have an extension ladder on their vehicle and are able to run outside grade cable right back to the network tap on the pole line if required. 
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K from Canada, Champion

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This is very true.
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RFCanada

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Typical MTS customer service.

Customer service has to be the worst, but maybe with new leadership (Jay) now at MTS and a new image... "Customer First. Every Second." there will be a shake up (or wake up) in this department!


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gordon1111, Champion

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Can I ask where do you see "Customer First Every Second" ?
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Clifford Lewis, Champion

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As I read his post, RFCanada is hoping the new CEO has the customer contact center embrace the "Customer First. Every Second" style of contact center.   I have also seen it as "customer first all the time". 

Its basically the first point of contact should be able to help the customer and not push it to somebody else. unless its a specialty product that only a few people are trained on.
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gordon1111, Champion

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Okay - makes sense now! I thought maybe it was a new MTS marketing campaign.
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Tennille, Social Media Coordinator

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Good morning K,

That does not sound like the kind of customer experience we would want you to have. I also would have been frustrated by this situation!
I will sort this out for you, since I agree that this shouldn't have happened the way it did.
Please send me an e-mail with the account identifier (if you still have it), and/or your Mom's name to community@mts.ca and I will do everything I can on this end.

Tennille :)
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K from Canada, Champion

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Thank you for looking into this. I sent an email.