Acanac Inc
Premium
join:2007-03-05
Mississauga, ON
1 edit | Re: Paul, what is going on ? No matter how hard you try you will never satisfy everybody.
As for the trial account. None of our employees will personally hang up on a client. If it does end up happening they wont be working for Acanac for long. We do have a few employees in Newfoundland to work over Voip. Voip it's self is not the problem, but the internet connection. Unfortunately we do not provide service out east. Some are going through satellite and once in a while it may stall causing the Voip connection to drop.
Now like I stated many times our free trial accounts are only issued by me on specific sites. None of the staff are aware of these offering. As many of you probably know Bell started to throttle independent ISP in the last few days. I have been extremely busy. I am sorry I could not get to your PM's earlier, but after all it is a free trial account. You not even a client.
Also Acanac has not yet been throttled. It may happen in the future, but it has not happened yet. | |
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fiestaware
join:2008-01-07
 ·Bell Sympatico
·Acanac
2 edits | Re: Paul, what is going on ? Lots of lame excuses - still no apologies.
said by Acanac Inc  :No matter how hard you try you will never satisfy everybody. Especially if you try hard to treat 'everybody' like garbage, yeah. I'd say you were making a joke if I didn't know better.
said by Acanac Inc :As for the trial account. None of our employees will personally hang up on a client. If it does end up happening they wont be working for Acanac for long. What??? So you fired all these employees? Hanging up on customers is just a way of doing business at Acanac. That's just a quick google search - I'm sure I could find more. And consider all those people who are hung up on, but never bother to write...
[If you keep tapes I'd advise you to pull them for review - if not I can give you precise times & dates to check against your shift schedule. 'Trevor' is the direct manager to the employee in question, and was consulted/nearby during the conversations cited above. If you actually intended to take action, you would have done it already. Those calls were on the 15th of January - i.e. two-and-a-half months ago. You were informed via this thread at the time and you had no (relevant) response then - I certainly don't expect one now.]
said by Acanac Inc :We do have a few employees in Newfoundland to work over Voip. Voip it's self is not the problem, but the internet connection. Unfortunately we do not provide service out east. Some are going through satellite and once in a while it may stall causing the Voip connection to drop. Your support lines customarily drop? That's just sad.
Anyway - I happen to know that all my calls were taken by your Mississauga office, so - irrelevant. I also happen to know the difference between a dropped call and a hang-up: One cuts out mid-sentence, the other cuts out after someone says, "I don't want to deal with this issue anymore!". Please don't insult the collective intelligence of this site further.
said by Acanac Inc :Now like I stated many times our free trial accounts are only issued by me on specific sites. None of the staff are aware of these offering. You've offered these free trials for how long? Years? And you've managed to keep it a TOTAL SECRET from your small support team (a dozen people) for all that time? Amazing!
No, seriously, that fib is clearly superseded by the others on the table.
said by Acanac Inc :As many of you probably know Bell started to throttle independent ISP in the last few days. I have been extremely busy. I am sorry I could not get to your PM's earlier... Okay... Did I mention, this happened over two months ago. See thread cited above. See the speed tests above. See your PMs; I haven't sent you one since January 13th. Wow.
said by Acanac Inc :...but after all it is a free trial account. You not even a client. I think that says it all folks. A trial account - meant (I think!) to lure subscribers - is handled this poorly. How are a problems managed once you're halfway into a pre-paid annual contract?!
This is how management behaves at Acanac: weak excuses, blame shifting, no attempts to rectify problems. "Deny everything". No wonder the employees are allowed to treat accounts so poorly. Look at their bosses. | |
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Acanac Inc
Premium
join:2007-03-05
Mississauga, ON
2 edits | Re: . I issues these Free accounts out as a sign of good faith. I do it on my own time and it does not involve any of the staff. I also have not been issuing these for years, more like to 6-9 months (Correction.... about 1 year and 3 months).
You also could of not called our Mississauga office since we don't handle any of our tech support or sales calls from this location.
Once again I am under no obligation to issues free accounts. I do it as a sign of good faith and nothing more.
Good luck with your current provider and I wish you the best. | |
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fiestaware
join:2008-01-07
·Bell Sympatico
·Acanac
4 edits | Re: . Over the course of this and previous threads I've noticed that you have a singular talent for discussing any irrelevant minor point in lieu of addressing serious accusations. Somehow you do this without an ounce of suaveness. It comes off as positively shady.
You're fully aware of your company's horrid customer service record (past and present). In the face of direct evidence, you still won't own up.
I guess you'd rather lose more potential customers than admit to mistakes.
Stick by your guns, Acanac - even if you're packin' blanks. | |
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jsmaster
join:2008-03-16
Montreal, QC
 ·Videotron
·Cogeco Cable
| said by Acanac Inc : I have been extremely busy. I am sorry I could not get to your PM's earlier, but after all it is a free trial account. You not even a client. Also Acanac has not yet been throttled. It may happen in the future, but it has not happened yet. It's a free trial account.. you're not even a client ...
OMFG !!!!!!!
Very good service you offer to say that. With others proviers you are a client when you have a free account. Same thing to bell.
Your answer is very poor and you don't have the tact . I wish you'll loose your buisiness soon because you can't answer that way to a CLIENT.
Fucking freaky to read that from a manager ... | |
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Acanac Inc
Premium
join:2007-03-05
Mississauga, ON
1 edit | Re: Paul, what is going on ? Please don't take my words out of context. Like I said before these free accounts are only issued by me and the user is not required to even submit any contact information what's so ever. All I request is a PM and I send out a free 30 day trial PPPOE user name and PW. They are never imputed into our billing or support system. This is a simply take it or leave offer.
I am sadden that you would wish for the failure of any company. Have you ever thought about the staff that would have be laid off? How about the tens of thousands of clients that would be without service? Do you think this is being run out of a basement?
Between both companies over 100 people involved and more than 50K clients.
Once again I would like to state that these free PPPOE accounts are only issued by me. If you call support regarding them they will not be able to assist you. | |
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fiestaware
join:2008-01-07
·Bell Sympatico
·Acanac
| Re: Paul, what is going on ? said by Acanac Inc :Please don't take my words out of context. On the contrary, he took your words in-context, exactly as you meant them. See, they're written just above - for easy reference. Scroll up.
said by Acanac Inc :Like I said before these free accounts are only issued by me and the user is not required to even submit any contact information what's so ever. Oh? Are you very, very sure about that?
said by Acanac Inc :Do you think this is being run out of a basement? Uh..... *ahem*
I'm glad you said it and not me. | |
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Acanac Inc
Premium
join:2007-03-05
Mississauga, ON
3 edits | Acanac Inc. This order form was used for a promotion we ran on Redflagdeals.com back in Jan 2007. I believe this was the first time we ran this promotion to Redflagdeals.com members.
»www.redflagdeals.com/forums/show···DSL.html
You do not have to use this form. In fact if you do you will most like not get your free PPPOE Login account because it's not checked. Even a month or two ago we had some users on this very forum complain because they submited a request using that specific form, but never received a reply. From the looks of it this link was posted here by one or two Redflagdeals.com members.
Back in 2008-02-08 I stated the following.
"I stand corrected. I have not been using the forum for a while now. I have been requesting PM's instead. No big deal. I have now setup the few that were submitting the request thought that specific location.
Please do let me know if you have not received your welcome letter."
»Acanac Trial
I couple more locations where I requested PM's
»Re: ACANAC 18.95/ month , a scam if includes the crappy modem
»Re: Anybody with Acanac highspeed experience?
»Re: Acanac Free Trial
»Re: Acanac Free Trial
You are free to have your own opinion, but it's does not take away from the fact that in just four short years Acanac has become one of the bigger independent ISP's in Canada. . Our service is also backed by a 30 day money back guarantee. At top of this for the first year of service we offer the lowest prices in Canada for a 5Mbps DSL plan.
Best Regards,
Paul
»www.acanac.ca | |
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fiestaware
join:2008-01-07
·Bell Sympatico
·Acanac
| Re: Acanac Inc. The discussion that you initiated was over your requests for personal information - not how that information was to be delivered.
*cough**ahem* What were you saying again?
Back on-topic:
said by Acanac Inc :You are free to have your own opinion... Am I? Thanks. Here it is then, in brief:
If it wasn't for your pathetic service/support, your disingenuous, obstinate, uncontrite remarks on this board would be your company's greatest liability.
It has been suggested elsewhere that you guys should stop posting on here, since you generate such negative PR for yourselves. But I tend to think of that as a good reason why you should continue. Keep on exacerbating!
Your company benefits from Rogers' and Bell's unwitting refugees, but those same customers will absolutely pine for the old days should their accounts ever need attention at Acanac.
In fact, I think I found a graph of your customer retention rate.
It looks like this---> \ | |
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Acanac Inc
Premium
join:2007-03-05
Mississauga, ON
3 edits | Re: Acanac Inc. It looks like in that specific post I did request contact information. Right on the next page on the same thread I state the following
"If you need a 30 day test account please just send me a PM. At this moment all request have been sent logins. If you have not received yours please send me a PM."
»Acanac Free Trial
Lets also not forgot that on the other threads no contact information was requested.
I am sorry to also disappoint you on the attrition rates. Referrals are also making up the majority of all new orders now. I guess we must be doing something right. | |
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fiestaware
join:2008-01-07
·Bell Sympatico
·Acanac
| Re: Acanac Inc. said by Acanac Inc :... the user is not required to even submit any contact information what's so ever. said by Acanac Inc :It looks like in that specific post I did request contact information. Huh.
Again, since you refuse to address the important points in my review, I'll insist:
said by Acanac Inc :None of our employees will personally hang up on a client. If it does end up happening they wont be working for Acanac for long. What happened to the employee who spoke to me in the manner described above? Also, what happened in these cases? | |
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Acanac Inc
Premium
join:2007-03-05
Mississauga, ON
1 edit | Re: Acanac Inc. All calls are recorded. Please provide me with the phone number you called from and I will check it right away.
Once again please PM the phone number you called from and the time frame. At least specify the day.
Best Regards,
Paul
www.acanac.ca | |
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fiestaware
join:2008-01-07
·Bell Sympatico
·Acanac
| Re: Acanac Inc. You are already in possession of that information.
Why was nothing done when I brought this to your attention nearly three months ago (here) ?
Why was nothing done when this review was initially posted?
How many licks does it take to get to the center of an Acanac? | |
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Acanac Inc
Premium
join:2007-03-05
Mississauga, ON
3 edits | Re: Acanac Inc. I am sorry, but I don't remember dealing with you on this issue. Please keep mind that I answer over a hundred emails and PM's each and every day. I am only one person and can not get to everything. I am willing to look into it, but I do need the phone number you called from. I also need the time frame to narrow it down.
Best Regards,
Paul
www.acanac.ca | |
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ab_
@nrc.ca | Re: Acanac Inc. I am wondering how thing got solved with "fiestaware"? Have he/she provided the phone number he/she have called from to acanac customer service, etc? He continues swearing.. Why? | |
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fiestaware
join:2008-01-07
·Bell Sympatico
·Acanac
| Re: Acanac Inc. Dear Acanacnonymous:
Acanac failed to respond to their technical issues and (more importantly) has failed to respond to their customer service issues. It doesn't really matter to me because 'thing got solved' when I chose a better provider; there's little that Acanac could do at this point to change that fact. Conveniently enough, they've made no effort.
Now, who is swearing? | |
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fiestaware
join:2008-01-07
·Bell Sympatico
·Acanac
| said by jsmaster :said by Acanac Inc : I have been extremely busy. I am sorry I could not get to your PM's earlier, but after all it is a free trial account. You not even a client. OMFG !!!!!!! Your answer is very poor and you don't have the tact . Fucking freaky to read that from a manager ... Exactly. | |
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fiestaware
join:2008-01-07 | Re: Paul, what is going on ? What he/she said ^^^ . | |
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| Yonsil
join:2008-02-21
Fort Erie, ON
·Cogeco Cable
·Bell Sympatico
·TekSavvy Solutions..
| said by ptrowski :said by Acanac Inc : I have been extremely busy. I am sorry I could not get to your PM's earlier, but after all it is a free trial account. You not even a client. WOW.... I personally would run like hell from a company that has what I assume to be a manager quoting that in a technical site. You give trial accounts to have people try the service, then subscribe bringing in new revenue. I did not think that trial accounts would be treated like crap. After reading that gem, I can see where the customer service reps get their direction from to hang up on people calling about a trial account. Simply unexecusable. ....so am I... | |
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