pcbrand
join:2003-03-25
| reply to zadigre
Re: Unbiased log of my new-customer experience with Acanac
Thanks for the feedback Zadigre.
I did mention to acanac that it's a brand new sub division and that the house was never connected to any sort of service... I assumed they knew all along that a Bell tech will have to come out.
I will place another call with Acanac just to make sure they are aware. |
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pcbrand
join:2003-03-25
| Okay - so on Zadigre's advice I called acanac support yesterday (July 8).
This time I had to wait about 10 minutes on hold before I got a tech online, this was afterhours (around 8:00pm) so I guess it is reasonable.
I was told that my DSL line is showing as activated, so Acanac had no idea that I don't even have a demaracation box. When I mentioned that the Bell cables near my house are not connected to anything (ie. just hanging there and there is not Bell box of any kind) they said they'll place a call for a Bell technician to go out to my house and set this up.
Due to the late hour, Acanac's support person said that Bell would come out on Thursday. They could have done this by Wednesday if I have called earlier in the day. |
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pcbrand
join:2003-03-25
| Okay - it looks like the first major hiccup occured with the Acanac's support. After not having the Bell tech show up on Thursday - I called Acanac support again.
The support person spent about 10 minutes trying to find any evidence that I actually called on Tuesday. Apparently my call from Tuesday was not recorded anywhere on the Acanac systems and naturally no request for a Bell tech was created. So he appologized and entered the ticket on the Bell system (while I am on the phone) and said that they will probably do this sometime over the weekend since Bell techs work on weekends.
I am assuming this was a simple mistake (forgot to press 'enter' or something) by the first support person. While an infrequent occurence of these type of errors is acceptable for any tech support organization. However, by my count this is the third time I had to call to fix human error issues with my account. These should have been caught the first time I have entered my order.
Especially since I would assume this is a fairly common type of account activation.
I can only hope that once service is actually connected this will not be the typical experience. |
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