AnonymousC
join:2008-03-08
Montreal, QC
| Acanac review one year in.
Let's start with the good. While i had the service with Acanac it was evertying they advertised it to be. Fast and without any blocked ports. I had been warned about their poor customer service but i told myself once my line is connected I wouldn't have to worry about it.
I work in the IT field so I wasn't expecting to have to deal with their customer service.
I then had to move half way through my contract. I called them in November of 08 to ask them to move my service for December 08. I was told by the agent that it would be no problem.
I called mid way through december as i still wasn't seeing any activity on my dsl line and to my surprise i was told the my move request had been rejected by bell and I would have to resubmit it at the end of December.
This was out of Acanac's hands so i rolled with the punch. The problem is that the punches kept coming! We're now at the end of April and the situation has been repeating itself since November.
I have asked multiple times to have a supervisor call me back, and each time none has done so. To my surprise I was automatically signed up for another year of their service because as per their contract I had not cancelled the agreement.
Last time I checked; charging someone for a service means that you have to provide that service! If you need to get a hold of their billing department all of their communications is done by email.
So let this be a warning to those of you considering Acanac. if you're lucky you'll get your connection installed and won't have to deal with their customer support (if you can call it that).
If you're unlucky well you might just find yourself charged for a year of internet service when you internet isn't even connected. The best part is that he offered to extend my contract for another month because of the problems. It's so funny it hurts.
So my advice is do your homework and if you want good customer service try someone else. |
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Acanac PN
Acanac Support
Premium
join:2008-10-27
Montreal, QC
| What exactly your problem is?
Acanac will NOT charge you more than contract your agreed with.
Regarding the auto-renewal message, again, technically, it is up to you to cancel the renewal.
Thousands accounts are processed by the system so it is possible your case to be not mentioned properly.
Please, send me your ID. I will follow-up.
Sorry for any inconvenience.
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We Rock |
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Fergilicious
join:2008-04-19
Toronto, ON |  reply to AnonymousC
Wrong Place for a Review.
Wrong place for a Review.
Did you also post on the Acanac Community Forum?
Looks familiar. |
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AnonymousC
join:2008-03-08
Montreal, QC
2 edits | reply to AnonymousC
Re: Acanac review one year in.
Hi Acanac PN,
To answer your question, my problem is that I requested a dsl move at the end of November of 08 and it has been pushed each month due to complications with Bell.
As mentioned I understand that it was out of Acanac's hand. My real issue is that I requested on 4 different occasions (always politely) to have a supervisor call me back. Not one had done so.
Having been without internet service for almost 5-6 months (since nov 08). I then received a renewal notice for another year. I attempted to communicate with the billing department to explain the situation and it's at that time I was told that 'there was nothing to be done and i was resigned for another year' despite the fact that i had been without internet since nov 08.
I appreciate the fact that you have taken the time to apologize for the inconvenience (seriously). I have since then been lucky enough to communicate with Paul who has gotten two supervisors to contact me. Since then everything appears to be on the right track.
Acanac has agreed not to proceed with the automatic renewal of my service and I have a dsl technical supervisor following my case so that It won't be necessary for me to be proactive and call every month to see if Bell has once again refused my move request.
Fergilicious: First to answer your question, yes indeed that is also my post on the Acanac forum. I was truly fed up when i posted on this forum and there!
I thought this was the Acanac forum (on dslreports) and that other users might find my experience useful. As indicated in my original post I had heard through various forums that the customer service at Acanac could be trying.
Although my case is certainly an exception I work in the customer service field myself. I believe a customer should not have to request to speak to a supervisor 4 times and creating multiple tickets to have a problem addressed and that this information might be useful to others considering their service.
Don't get me wrong, there are lots of companies with mediocre (or even bad) customer service out there and i'm not trying to put Acanac down. Both supervisors I've spoken with were competent, helpful and I feel like my problems will now get resolved. Again to reiterate I thought my experience with this issue might be useful to others, which is why I posted in this thread. I posted on the Acanac forum as well as I was trying to get in touch with someone who had the ability to resolve the issue once and for all.
AnonymousC. |
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Acanac PN
Acanac Support
Premium
join:2008-10-27
Montreal, QC
1 edit | Thank you sharing your experience here.
Best Regards. |
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