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. |
