karmakazi
@rogers.com | reply to BEWARE_ACANAC
Re: ACANAC --> WARNING!!
Louis,
It has been 24 hours and I still don't have any response from you. I have replied to you directly through the billing system... nothing.
Will you keep your word? |
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Fergless
join:2008-04-19
Toronto, ON | Patience, friend, he's a busy man.  |
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Acanac Inc
Premium
join:2007-03-05
Mississauga, ON | reply to BEWARE_ACANAC
ACANAC
Louise was not in today. He will be back tomorrow. |
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avoiding acanac
@rogers.com
| reply to BEWARE_ACANAC
Re: ACANAC --> WARNING!!
I too have had to wait a long time to hear back from Louis. Fergilicious, do you think it's respectable to have to wait more than THREE WEEKS for a reply? I understand that patience is a virtue, but when, by your standards, would be a reasonable amount of time to wait.
You mentioned before that the "truth is out there." But then you reference an ACANAC based forum to find said "truth." That hardly sounds like an impartial reference. Personally when I read reviews of a product or service, I don't go to the manufacturers website to read about how good they think their product (or service) is. I look for a forum such as this one, where comments are not censored, or a site like the Better Business Bureau.
I did not want to get involved in this discussion but you should know that your help is valued in this forum (in particular, I'm sure, by the Acanac staff), but your blind faith in a company that certainly has a few issues to sort out affects your credibility. |
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avoiding acanac
@rogers.com
| reply to Fergless
Re: Resolve Issues
and for the record, with respect to Acanac ensuring that their rented lines aren't throttled....in my experience, they don't actively do anything. It's entirely on the customer to call in if they're having issues (reasonable) but also on the customer to call "every 72 hours" (a direct quote from a customer service rep) to inquire on whether or not their issue has been resolved. There was a time I tried to remedy this problem and it involved well over TWO WEEKS before I gave up on trying to get them to do something. They "escalated" the ticket to several levels, each time getting to speak with a more and more senior manager and I realized that this was taking up more time than it was worth. It was then I decided to quit once my contract was up.
My impression was that I was dealing with a company that really didn't care about their customers' satisfaction. I know that the two Acanac employees here, and probably Fergilicious will jest...but that doesn't change what happened to me.
At this point, I have left....I'm happy and I don't expect or want any more apologies...I just want others to know what I went through. I'm sure I'm a minority but then again, the 5 people I referred to Acanac have also left so who knows really. I'd be curious to know what the retention rates are at the 2 and 3 year mark. |
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Acanac Inc
Premium
join:2007-03-05
Mississauga, ON
3 edits | The BBB rating will be corrected in the next few weeks. We have actively been working with them to answer all outstanding questions. Three weeks for an answer is ridicules and is not the norm. If you still have the ticket ID's I would like to see why this happened. As for Acanac making sure clients have a way to bypass the throttle this is now setup by default. All DSL accounts come with a free SSH tunnel. It's the same user name and password as your DSL account. As for our retention rates we would not be in business if they were low. After all we do loose money on the first year of service. I am not going to get into specifics, however we are doing better than the industry average.
The only clients that should be using Acanac's service are the ones that are happy with the service. If your not happy Acanac provides you every possible opportunity to leave our service. On top of our 30 day money back guarantee your allowed to leave at any time. Your never locked in.
Finally I get the feeling that some of your don't realize how many clients we gain each and every month and this might be distorting your perception of complainants. We are not just adding a few hundred clients a month. We are adding thousands of new clients each and every month. Even if a small percentage encounter problems your looking at hundreds of dissatisfied new clients each month. The number of complaints is relative to our growth, however I will admit that it is probably a bit higher than average since we can not give each client as much attention. Knowing this we offer new clients every possible protection. The risk is entirely on Acanac. If Acanac can not satisfy your needs we wont keep your business. |
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Louis DiBiase
@host36-server.com | reply to BEWARE_ACANAC
!Re: ACANAC
Hi all,
I am sorry that I have not been able to reply as I was with an ill family member yesterday.
All e-mails will be answered today.
Once again I am sorry and I will get to all of you.
Thanks |
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Fergless
join:2008-04-19
Toronto, ON | reply to avoiding acanac
The truth is out there. but you have to look for it.
No point in continuing, you don't want to look and see for yourself.
It's an honest attempt to help and offer solutions to customers.
Good luck elsewhere. |
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Cosafaccio
join:2009-04-16
| reply to BEWARE_ACANAC
Re: ACANAC --> WARNING!!
I have the same problem with acanac they renew without noticing me. And they don't respect their user agreement:
30 Day Money Back: Should a client forget to terminate before the renewal date, clients will be required to pay one additional month of service ( at the monthly rate ) and the remainder will be refunded.
They don't want to respect this and I will get my money refund by my credit card issuer. One advice: never signup for their internet service or anything with them.
The person that answering to my ticket Louise DiBiase don't want to hear nothing and he do not give a good service. Be aware! |
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Karmakazi
@rogers.com | reply to BEWARE_ACANAC
I'm sorry to hear about your family member Louis. I hope they are doing well.
At this point I would be happy if you just told me a ETA. On when I would be refunded. |
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Acanac Inc
Premium
join:2007-03-05
Mississauga, ON
1 edit | reply to BEWARE_ACANAC
Acanac
The 30 day money back is for new clients to try out the service. If your forgot to cancel your service before the next renewal date you would just be charged for that month and returned the rest. We have to pay Bell for the time you used. It's your responsibility to cancel if you don't wish to continue with the service. This is just like your cable or electric bill. We are not trying to hide anything from you. This is clearly stated within our terms of service.
Billing. All terms are due up front. If you sign up for the lowest rate then you are likely on the 1 year term. You will be billed the entire term up front and then billed on a yearly basis.
All credit cards are billed automatically on there renewal dates. If you do not want to renew your account please cancel the account on or before the renewal date. Cancellations must be done by e-mail and sent to accounting@acanac.com or billing@acanac.com. Please make sure you obtain the cancellation ID or ticket number for your request to confirm cancellation of service.
Promo Codes . Promo codes are only applicable for the first term. After the initial term is over the accounts will auto renew at the regular rate. If you wish to cancel please do so by contacting billing@acanac.com. Please note that any customer that has already used the promo code once will not be able to sign up using the promo code again. Any client who attempts to cancel service and initiate again to obtain the promo price will be refused. |
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Acanac Inc
Premium
join:2007-03-05
Mississauga, ON | Refunds normally take 3 to 5 business days to reach your credit card. |
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needing answers
@rogers.com
| reply to Acanac Inc
Dear Acanac Inc,
I have not heard from Louis is two weeks. He's replied to the threads on this forum faster than the several emails I've sent to him. Can you please look into my ticket 'TUQ-94534" and email me with an answer.
Thanks very much |
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Acanac Inc
Premium
join:2007-03-05
Mississauga, ON
1 edit | The last reply from us was on April 6. It states the following.
"Once we receive the modem and we deem it in working order we will then issue the refund to you."
When was the modem sent out?
In any case I will follow up with him tomorrow why he has not answered your follow up questions. |
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needing answers
@rogers.com | and since April 6th, I've inquired about how my refund will be issued and how much it will be for (I assume $50).
After 11 days and 3 emails, I haven't heard back. |
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Louis DiBiase
@host36-server.com
| reply to BEWARE_ACANAC
Re: ACANAC
Hi all,
This is in response to the question about the unanswered e-mail.
I replied to the question that you asked twice regarding the same question regarding the modem return.
When you sent the question for the third time I just replied with a cut and paste from the previous 2 answers.
So I did reply to the question on 3 different times.
Regards |
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Fergless
join:2008-04-19
Toronto, ON
 ·Acanac
|  Nice Names
BEWARE_ACANAC
Hate_Acanac
avoid acanac
avoiding acanac
====================
This thread has gone to the dogs and any decent Moderator would have locked it long ago.
Start your own threads  |
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shabdizi
join:2009-03-22
Beaconsfield, QC | reply to shabdizi
Re: ACANAC --> WARNING!!
I am now more than a month customer of acanac and am satisfied with their service.Reliable internet connection and speed;fast responding customer service and a great rate and no caps.
I recommend it over videotron. |
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BeeWare
@teksavvy.com
| Beware, pebkac is prelevant on the internet!
Take no notice of this post, since its a PEBKAC issue.
Go straight to jail, do not pass go, do not collect $200.
On a serious note, Acanac is amazing for offering such a great first year deal and these term rates.
With all they offer you, its easily worth the $39.99 a month, with a price of $33.99 a month for a 1 year term purchase its a steal.
At $18.95 a month for the first year and all thats offered, its robbery!
Can't wait to sign up, days , days away !
»acanac.ca/DSL-Terms.htm |
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Acanac PN
Acanac Support
Premium
join:2008-10-27
Montreal, QC | Thank you for your opinion. |
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