Acanac PN
Acanac Support
Premium
join:2008-10-27
Montreal, QC | reply to MattyMatt
Re: Need Help Understanding Customer Service Issues
Matt, I (Acanac PN) responded to your message from community forum.
Regards. |
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MattyMatt
| reply to MattyMatt
Hello,
Yes I have received your message and responded via email. I appreciate the assistance and look forward to having the issue resolved.
Best,
Matt |
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Acanac Inc
Premium
join:2007-03-05
Mississauga, ON | reply to MattyMatt
Please confirm that you have received my response. It was sent through the ticket system. |
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Acanac Inc
Premium
join:2007-03-05
Mississauga, ON | reply to MattyMatt
Thank you.
I will be replying to you from our ticket system since your not a registered user here. This makes impossible to send PM's. |
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MattyMatt
| reply to Acanac Inc
Hello,
In addition to multiple phone calls, which I unfortunately don't have the ticket numbers for, i have:
CUK-17644
SWK-33156
MEE-72826
RWN-69085
YCW-50824
I appreciate your prompt and thorough investigation into this matter and eagerly anticipate hearing your findings. |
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Acanac Inc
Premium
join:2007-03-05
Mississauga, ON
1 edit | reply to MattyMatt
I would be more than happy than to look into your current situation. Can you please provide me with all the relevant ticket ID's in regards to this issues. I will then correlate them with the ones we submitted to Bell and find out where we all stand. |
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MattyMatt
| Hello,
It's been recommended that I post here as Paul for Acanac might see something and help me out. I'll just repost here what I've posted elsewhere, plus an addendum at the end. I''m hoping to get some level of resolution. I prefer not being a disgruntled customer. The ball is in your court.
POST 1:
It has been almost 2 weeks since I first contacted you regarding my DSL connection going offline. The first call we did a validation of the DSL using the account test@test. This validation failed. At that time I was instructed that Bell was issued a ticket and they had a Service Level Agreement (SLA) for response of 48 hours. The phone support person also instructed me at that time that should Bell indicate that the issue was not on their end that the likely cause of the issue was a bad modem. If this were the case a new modem would be shipped to me via FedEx overnight shipping.
Well, 3 days came and went and the internet connection didn't begin working again. I also didn't hear from anyone at Acanac regarding the status of the situation. 3 days turned into 5 which turned into 8 which turned into 10 and I've traded a bunch of emails back and forth with support staff over there. None of which was very helpful, and none of which resolved the issue.
I finally spoke with someone Wednesday on phone support who we did a number of additional tests with, including bridging the modem, all of which did nothing to improve the situation. She, told me explicitly that a new modem would resolve the issue and that one was being shipped overnight to me. Well it's now 3 days later and no modem has shown up, the internet isn't working, and no one from Acanac has provided any useful support or status to me during this time.
I have been with numerous ISPs since the mid 90's. And NEVER, EVER, EVER have I had such abysmal support and poor core services. That's saying something since I have previously been both a Bell and Rogers customer. I am seriously considering cancelling my account, and most certainly would have great difficulty recommending Acanac to anyone.
Please provide me with a realistic solution to my issue, or if you aren't capable of doing that, a realistic and thorough description of the issue and what steps you are taking to ensure that it's resolved.
Regards,
Matt
POST 2:
Basically right now I'm feeling extremely abandoned by Acanac. We entered into a contract 1 and a half years ago. I agreed to pay on time and in full. Acanac agreed to provide reliable DSL service to my house. I don't have to tell you right now that I am feeling like a portion of that contract is not being honoured.
In order to remain an Acanac customer I obviously require that my service be restored. But if there is any chance of me continuing this relationship past my current term I also need a real explanation concerning the series of events which has transpired such that 13 days after my original contact a simple DSL connection issue has not been resolved. There have been numerous false promises that: "The service will be restored by tomorrow"; "Bell Is looking into it and will have a solution"; "It's your modem and we'll need to ship you a new one". Needless to say neither Bell nor Acanac provided any resolution, modem, or Communication.
I really need an explanation about what the issue here is. There's either an inability to address technical issues, a lack of process to ensure that the folks who should be addressing issues are in the loop and working on it, or a total lack of communication and coordination within your organization.
You need to explain WHY the breakdown has occurred, and WHAT you're going to do to prevent it from happening to any customer again in the future. But for some reason I'm not holding my breath that you're capable of that simple level of customer support or courtesy.
You have the opportunity to make this right. Will you step up now or screw up again?
ADDENDUM:
I understand that customer service is a difficult animal. I also understand that there are right and wrong ways to deliver it. In general I've been happy with the quality of the DSL service that Acanac has provided, but have had tremendous difficulty with the quality, consistency, and knowledge of the support I've received over the 18 months I've been with Acanac.
I have to believe that they're attempting to improve the situation by introducing initiatives to rectify issues that they're aware of. But they obviously have a long way to go.
For instance, I have a feeling that one of the metrics they use to judge there support reps is the number of tickets closed. Problem is that people are smart enough to know that they can game that system by prematurely closing tickets. Ever request I make is marked "closed" regardless of whether or not the issue was in fact resolved. This is one aspect of the business that I'd change immediately should I have the opportunity.
So, this is an open letter to you Acanac, what are you going to do to ensure us, your customers, that you're capable of delivering high quality DSL service, and that you have a process of continuous improvement in place to make sure that you're providing better service tomorrow than you do today. |
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