Not very savvy

[dr_whom]

The saga of my attempt to get Internet access installed in my new apartment, from provider TekSavvy.

• August 3: I fill out the online form to sign up for service, selecting August 11–13 as my preferred installation dates (the earliest available). It's a pre-paid service, but I can't yet pay for my installation and first month because my bank account isn't fully set up yet.
• August 8: I pay for installation and the first month of service.
• August 10: I get a call from TekSavvy, notifying me that they can't do the installation August 11–13 and will have to postpone it. I'm disappointed but not surprised, since they had said they wouldn't process my order till after I paid, meaning between August 3 and August 8 the August 11–13 timeslots could have been booked up. They say they've moved my installation dates to August 14–16. I say August 14 would be fine, but I wouldn't be available the other two days; could I request different dates? They say no; when they call me to set up the appointment, if it's a time I'm not available, I can reschedule it then.
• August 13: I call TekSavvy to follow up, since it's the 13th and they haven't yet contacted me to schedule an installation for the 14th–16th. They seem confused when I tell them my address and say they have to correct it (which is odd, since they've had my correct address all along; it was correct in the confirmation email they sent me on August 8). Moreover, they don't have any information on when my installation is going to be scheduled in the August 14–16 window, but say they'll call me when they have a date.
• August 19: I call to point out they told me August 14–16, but never called to make an appointment or even to tell me that they wouldn't be able to make an appointment on those days. They say their vendor who does the installations is backed up by about eight to ten days; since it's been about seven days since my original scheduled date, I'll surely hear from them within the next three days.
• August 22: I call again, three days later. They say that their vendor has basically given them no new information, and my account is still listed by the vendor as pending scheduling; to try to escalate my complaint now could only lead to further delays, but if I haven't heard back from them to schedule an appointment by the weekend, call them back on Monday August 26 and escalate it then.

To be continued?

UPDATE, August 26: I called and they said they will "escalate" the process, and that ostensibly this means I should have an installation date scheduled within the next 24 hours.

UPDATE, August 27: I called 24 hours later, and the guy I spoke to said that escalation takes 24–48 hours, not less than 24 as the guy yesterday said. He also said the guy yesterday didn't put a date on his escalation request. He's "escalating" it again. My hopes are not high.

UPDATE, August 27: I've received a bill in my email, apparently for my second month of service, despite the fact that I've paid for my first month of service already and haven't received that. Nice try.

UPDATE, August 28: I've received an email scheduling my setup appointment for Saturday morning, and the person I talked to on the phone canceled the improper bill, and said they might be willing to give me a bit of a refund to compensate me for the delayed installation. Fingers crossed.

I'm lucky my landlord has been letting me use his wifi while I wait for installation, but I feel bad for doing so, since I thought it would be for about a week and it looks like I'm going to be using it for more like a month.