I can confirm Teksavvy's customer service is complete shit unless you really push them on it. They have multiple channels of communication, DSLreports, Twitter, phoning in, e-mail, MyWorld portal, but it won't matter unless you drill them on it.
We had two instances where Teksavvy were a pretty big hassle. One was when a modem died. It was literally weeks of refreshing open tickets with no progress. I eventually just went out and bought a new modem to see if that was the issue (they had no clue up to this point) and registered it on the network.
Second issue is when we moved. We had issues with the setup and were without internet for a couple of weeks. We had provided information on when the move was happening, so hopefully we could have had someone in the building the first week to set it all up. They apparently screwed up their communication and the ticket I opened a three weeks in advance didn't actually mean anything, so we had to start over.
Rogers was pushing any tickets from Teksavvy way down the priority list to the point where it was three weeks to get a tech sent out. I ended up following Kuro's advice and escalating the issue to their Director of Social Media & Online Interactions. We got into a little public Twitter spat with his argument being "they're not perfect. we're trying." until I was able to get him to send someone out in the next few days, switching us from cable (Rogers) to DSL (Bell), but with Teksavvy absorbing the cost of the modem and fees.
On the plus side, Teksavvy is very open about outages and easy to find out if there are issues going on. But they will delay whenever possible when it comes to sending someone out. Their handling of tickets through DSLreports and otherwise is really bad too. It's relatively similar to other customer service experiences I've had with providers though and I would much rather go through a 3rd party, even if the majority of my money ends up at one of the big shitty telecoms. It's basically the only way I can should my disdain to the system, feeble as it is.
tl;dr - Customer service at Teksavvy is shitty as any ISP, although they 'try' to make it easy to get in contact with them. Still better than paying Bell / Rogers directly for me.