Mike L
@unitz.ca
| Questionable company
I saw the latest promotion they were offering. Sounded good. We needed to put in three DSL circuits in the next month or so.
Started OK with sales. Signed up and was told it'd be 5 or so business days. Well 9 days went by and I called to find out what was up. They say they had a problem with the circuit number. Of course they didn't bother to call us to query. They'd just wait until the customer call them. Acanac had the information as it was provided at signup. I waited another week, and still no service. Called again and again was told there was a problem, this time with the name on the account. Still no one there calls us. After 3 weeks, and still no service, I ask to speak with a manager or the president or VP. No call from them. Guess they're way too important to actually communicate with customers. But they did send me an invoice right away early in the process.
This company doesn't truly understand the relationship with the customer. If everything goes smooth, you would never find out how they won't contact you once there's a problem and will simply ignore issues until you start asking questions.
Recommendation would be to consider going elsewhere for DSL service since they're unresponsive.
BTW: They're still charging 6% GST. Perhaps accounting will actually realize that the tax rate changed! |
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Acanac Inc
Premium
join:2007-03-05
Mississauga, ON
1 edit | Hello,
Sorry that you are having issues with your connection. approx 5% to 10% of our client base experiencess issues within connections and often it is more bell's problem then anone elses however with respect to your GST comment, I am not sure where this information has come from. Anyone can clearly see that we charge the monthly fee and it includes taxes. This means that the monthly fee does not change. Say its 18.95/mo ( including taxes ) and the tax rate goes down to 5% as it did recently. Your price is still 18.95/mo. If it goes up to 7% it would still be 18.95/mo. I don't see how the tax rate changes affect our customers at all so your comment is incorrect
Sandro H.
»www.acanac.ca |
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Anon_Name
@execulink.com
| "I don't see how the tax rate changes affect our customers at all so your comment is incorrect"
Ouch. Not a very nice customer-service oriented comment. Shame on you, Sandro H.
Tax rate decreases, but your price does not. THERFORE, you've actually INCREASED the price the customer pays for Internet. Tax increases aren't exactly the way our government likes to work (doesn't help with voters at election time), so your argument that the price would stay the same IF the tax rate was to go up is a moot point.
Here's some simple math to illustrate my point:
$18.95/month on 14% tax (6% GST, 8% PST)
$16.62 for Acanac, $1 GST $1.33 PST
on 13% tax (5% GST, 8% PST)
$16.77 for Acanac, $0.84 GST $1.34 PST
That's 15 cents extra per customer, per month. Let's say you have 10000 customers paying that over a year. It's an extra 18 grand that we paid for our internet.
And that, Sandro, is how the tax rate changes affects your customers.
BTW, I am an Acanac customer. |
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Acanac Inc
Premium
join:2007-03-05
Mississauga, ON
4 edits | Hello,
Thank you for all your replies. We state $18.95/mo including taxes not 16.62+ GST. Our price is fixed. The taxes are include so whatever the differences are on our end we calculate and pay the government from our monthly fees. We loose approx. 8 dollars per month on each and every client for the first year of service. That doesn't even include the taxes which we pay to the government on that sale.
Let me try to explain it this way. You go to the bank to exchange to US dollars and you happen to have a live stream of the market on a laptop. It shows the US dollar at 0.92cents on each US dollar and the bank teller says that maybe so but internally we are charging 0.97 cents on each dollar. Do they debate the rate with you or simply tell you these are our rates ( iether take it or leave it ? ). We are not forcing anyone to purchase our service. If someone is not comfortable with $18.95 anymore because the GST tax dropped from 6% to 5% and Acanac increased the prices to compensate then they do not have to purchase. After all this is a promotional offer only available on the first year of service.
I don't mean to be harsh or rude to you in any way however this is how it is. Take it or leave it.
Sandro H.
»www.acanac.ca |
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Patch
@cae.com
| I don't see how people can complain about what is obviously a very good price for DSL service. I have just started an account with this company, ( I expect to have service in the next few days ) so I cannot yet comment on the service, but compared to my present ISP (Sympatico) this is a GREAT deal. I hope I won't be disappointed.
-=Patch=- |
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Mike L
@unitz.ca
| I hope your experience is better. I cancelled this undelivered service on the 21st of January and they've posted a transaction against my card and now I'm trying to have it reversed. They're difficult to deal with and I've had to put in a dispute with my card company. They may offer a good price to get you interested but Acanac doesn't really care about its customers. Good luck!
Mike
 |
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Acanac Inc
Premium
join:2007-03-05
Mississauga, ON
1 edit | Acanac Inc.
Why are you disputing it with your credit card company. If your within your 30 days a refund will be issued without any problems. Can you please provide with the ticket ID's that you submitted to our billing department?
Best Regards,
Paul
»www.acanac.ca |
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HF1
@cgitmsmdc.ca
| Hi Sorry to interrupt you all. I just want to try to find Acanac contact person for my trial request. I have recently submitted the Acanac trial form on Feb 6 by clicking the link of Acanac Trial above. However, I don't receive any response or confirmation email from Acanac so far, even I re-submitted the trial form again yesterday. I have also called Acanac to confirm, but the sales said the trial is only offer online and no help from her. I also send an email to the Acanac admin for the trial on Feb 6, again, no response.
So it's strange that I normally see a quick response from Paul or Sandro of Acanac. If Paul or Sandro see this, can u please reply me whether the trial is no longer offered or it WILL be processed and when I may have the login and password available, thanks a lot.
Best Regards,
HF1 |
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Last Parade
One of the Brightest Stars
join:2002-10-07
Port Colborne, ON | reply to Mike L
Re: Questionable company
The GST discussion has pretty much overshadowed the more important issue of nobody contacting the customer. |
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Acanac Inc
Premium
join:2007-03-05
Mississauga, ON
| reply to HF1
Re: Acanac Inc.
said by HF1 :
Hi Sorry to interrupt you all. I just want to try to find Acanac contact person for my trial request. I have recently submitted the Acanac trial form on Feb 6 by clicking the link of Acanac Trial above. However, I don't receive any response or confirmation email from Acanac so far, even I re-submitted the trial form again yesterday. I have also called Acanac to confirm, but the sales said the trial is only offer online and no help from her. I also send an email to the Acanac admin for the trial on Feb 6, again, no response.
So it's strange that I normally see a quick response from Paul or Sandro of Acanac. If Paul or Sandro see this, can u please reply me whether the trial is no longer offered or it WILL be processed and when I may have the login and password available, thanks a lot.
Best Regards,
HF1
I don't have any outstanding PM's for trial login in accounts. Please don't email ours sales department because they don't have the capability to issues you a PPPOE login account. Please just send a PM here on this forum.
Best Regards,
Paul
»www.acanac.ca |
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jayelde
join:2008-02-07
Fort Erie, ON
| Paul, I think you need to sit back and look at your customer relations. Firstly I think you should forbid Sandro from responding to these forums. The damage done by the bickering is reason enough for possible customers to go elsewhere. Secondly, if your Sales department can't handle email for potential customers, then there is a facility on most email called 'Forward' which would allow them to send the request the the proper persons. The fact that no one checks for requests is why you have irate customers. |
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QC
@netc.net
| reply to Mike L
Re: Questionable company
I am a recent customer to Acanac and after reading this forum I feel I have to comment here. This company is BRUTAL. The support is laughable. I am just coming up on my 30 day limit to cancel and guess what? I still don't have a VOIP telephone connection that I consider reliable. The phone goes dead every few days and I have to reboot the ATA to get it to work again. Linksys tech. support ran through some checks and said that all looks OK and so it's up to Acanac to help me configure it. I sent in an e-mail to Acanac's VOIP support (I just can't believe they don't have verbal VOIP support, another example of their useless service). I sent that in almost 7 days ago and I still have no response (not even a ticket opened).
I called DSL support. They looked and saw that my e-mail was in the system but never responded to by Acanac. When I expressed my dissatisfaction with this company I swear to god the woman literally yelled at me, and I quote, "YOU'RE GETTING DSL FOR 20 BUCKS A MONTH!!! WE HAVE TO CUT DOWN SOMEWHERE!! WHAT ELSE DO YOU WANT ME TO DO?? I CAN'T HELP YOU!!!". I have never dealt with a company like this in my life. I would venture that anyone who does not agree with me simply has not had any technical problems and thus has not had to deal with Acanac's lack of service. |
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Acanac Inc
Premium
join:2007-03-05
Mississauga, ON
| Acanac Inc.
So what service do you have with Acanac? Voip or DSL? Both? Tech support is not perfect, but Acanac does stand behind it's service. If your not happy your more than welcomed to request a full refund. Very few companies will back up it's service with this type of guarantee.
Best Regards,
»www.acanac.ca |
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maattp
@xx.ca
| reply to Mike L
Re: Questionable company
Everyone here needs to stop critisizing acanac. It is clear that all of these problems are lies and I have no complaints with acanac tech email. They response ver fast and are very helpful. You people are expecting way too much from a company that is giving you great rates. YOU HAVE NOTHING TO COMPLAIN ABOUT. IF YOU DON'T LIKE IT GO PAY $60+ WITH ROGERS AND HAVE A 60GB CAP!!! |
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jeffster1970
Whatta Ya Think About Dat?
Premium
join:2004-04-01
Kitchener, ON
clubs: 
 ·magicjack.com
·Vonage
 ·Acanac
·Bell Sympatico
| reply to Anon_Name
said by Anon_Name :
"I don't see how the tax rate changes affect our customers at all so your comment is incorrect"
Ouch. Not a very nice customer-service oriented comment. Shame on you, Sandro H.
Tax rate decreases, but your price does not. THERFORE, you've actually INCREASED the price the customer pays for Internet. Tax increases aren't exactly the way our government likes to work (doesn't help with voters at election time), so your argument that the price would stay the same IF the tax rate was to go up is a moot point.
Here's some simple math to illustrate my point:
$18.95/month on 14% tax (6% GST, 8% PST)
$16.62 for Acanac, $1 GST $1.33 PST
on 13% tax (5% GST, 8% PST)
$16.77 for Acanac, $0.84 GST $1.34 PST
That's 15 cents extra per customer, per month. Let's say you have 10000 customers paying that over a year. It's an extra 18 grand that we paid for our internet.
And that, Sandro, is how the tax rate changes affects your customers.
BTW, I am an Acanac customer.
I understood the prices to be $18.95 w/taxes. Still not getting why people would be upset about losing 15 cents, or whatever it is, a month. Remember, if the Liberals get elected they will increase the GST to 7% and everyone would be b*tching if Acanac **increased the price**, stating that the price was supposed to be $18.95 w/tax.
Anyway, DSL for under $19, no complaints.
--
"I think there is a world market for maybe five computers."
Thomas Watson, chairman of IBM, 1943 |
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Farshid420
join:2006-03-24
North York, ON | Glad to hear an opinion from someone with a logical argument. Thanks jeffster1970  |
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aj_oshea
join:2008-03-18
| reply to QC
I was reading over all the entries here and have had the same experience as most of the other people here. When there are issues, and there have been many for me, the customer service is horrible. I work in the customer service industry and I cannot believe that the way the customer service people behave is tolerated. I have been hung up on many many times when the agent doesn't feel like troubleshooting the problem anymore. My internet service is very slow, but I just put up with it, because I am past my 30 days, and have gotten nowhere with tech support over and over. Always the same excuse, blame Bell.
Just goes to show you that you truly do get what you pay for, and had I have known how horrible the service was, I would have paid more to someone else who could provide satisfactory service. To the person who says that Acanac is great and everyone needs to stop criticising.....let's see what you say in a couple of months. |
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Farshid420
join:2006-03-24
North York, ON
·Acanac
 ·Rogers Hi-Speed
| aj_oshea, whether or not you decide to stay with Acanac, would you mind contacting Paul through pm (Acanac Inc) and giving him some more info on who/what time you called when the person hung up on you, because as far as I know, and I've spoken with some of the CSRs at Acanac, that type of behaviour is not tolerated.
In defence of Acanac, and this isn't the first time I've said this, the fact that most CSRs blame things on Bell is usually because Bell is to blame, especially when it comes to speed issues, as Bell has found it acceptable, despite complaints from both customers and Acanac, to drop people's profiles after they sign up with Acanac (especially if they were Bell customers beforehand).
I'm sad to hear that you had such a bad experience, and hope you find a provider that's better suited to your needs, as no one deserves to be treated badly, especially for a service they're paying for. |
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Acanac Inc
Premium
join:2007-03-05
Mississauga, ON
2 edits | reply to aj_oshea
Acanac Inc.
I don't know your specific issues, but I am assuming your getting slow speeds or your disconnecting. If this is the case it's most likely due to your distance from the CO. Acanac is fair and just because you passed your 30 day limit for a refund does not mean you can not get one. Please provide me with your ticket ID's. If it's distance related and you wish to leave I would be more than happy to offer you a refund. DSL is distance depended and some clients will never get good speeds. I would recommend Cable if your to far from the CO.
Best Regards,
Paul
www.acanac.ca |
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aj_oshea
join:2008-03-18
| reply to Farshid420
Re: Questionable company
I cannot remember what the specific date was that I was hung up on, but it was more than once and I called back and expressed my dissatisfaction with that right away.
As far as CSR's blaming Bell, I am not in any way saying Bell isn't useless as a whole, because I think they are. I find it hard to believe that Bell is sabotaging me in particular because I was not a customer of theirs right before going to Acanac. I did not have any internet service for about a year before I signed on with Acanac. Regardless, Bell may very well be the problem, I'm not sure. If this can be resolved, than i would be more than happy to continue with Acanac, but I do feel like the customer service needs to be looked into. Thanks guys for your interest in my concerns. |
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