3 edits | Acanac Employee Stole from Me - Acanac owner does nothing! Here is my last email to Acanac's owner to give you a sense of the HELL they put me through. They don't bother to respond other than to put your ticket on hold but no real action takes place to resolve the issue even after months! Also you'll see at the end they continue to false advertise to their customers. You can check their website for routers offered and telephone exchanges offered that are 100% false and they have been notified dozens of times and still no action to update/remove offending items.
I indicated a solution would have to be in place by today else I'm reporting this on dslreports.com. They didn't deliver (surprise!) so I am keeping my end of the bargain.
********************
Hi Paul,
As I understand from Cody in Sales you are the owner of the company.
This is a bit of long story which I believe you've been informed of but from
talking with Cody there seems to be some holes in Acanac's understanding
which I've cleared up with her and want to be sure you're on the same page.
First of all Cody gave AMAZING customer service on the phone. While she
wasn't able to solve my problem, I am very happy with her trying to do
everything within her powers to solve it.
That said I am incredibly UNHAPPY with Acanac on this issue regarding my
stolen router.
Series of events (in more depth than the ticket I opened - MLA-76501)
1. I ordered MLPPP service from Acanac in Feb 2011 and ordered 4 modems
and 1 Netgear 3700 router.
2. I received in the mail a TP-LINK router, even though I didn't order
it.
3. I called Acanac and they told me they don't have any Netgear 3700s and
I can return it if I like - see Ticket WDT-53143.
4. I took issue that if you don't sell it why don't you update your MLPPP
site to have it removed from the drop down. No one knows why it's still
listed.
5. I also took issue why no one has the courtesy of emailing or calling
to say "we can't fulfill your order for the Netgear 3700 would you like a
TP-LINK instead" rather than just blindly shipping me something I didn't
order.
6. It's a much better better router (dual band N) than the TP-LINK as
obvious in the price difference of $190 vs $75 so it's not an equivalent
substitute!
7. I was determined to have the Netgear 3700 and they said I could just
go out and buy one and call DSL support to configure it and ship the TP-LINK
back for a refund.
8. Plus I was forced to keep the TP-LINK in the short term as I can
cancelled my Bell DSL service and needed my internet up and running.
9. Feb 12, 2011 I ordered a Netgear 3700 from CDW.ca (I can provide the
receipt if required) for $172.68 (as we use CDW at my work and I was able to
get a discount on the list price). Product Model: WNDR3700v2, Serial Number:
2J310C5206EDF
10. Feb 14, 17, 22 & March 9th I contacted DSL support for how to
configure the Netgear - Tickets LUO-33966. Eventually the DSL people said
they had no instructions or training on how to support MLPPP and that their
2nd level support would call me (that he doesn't take calls, he just gets
emailed and calls customers).
11. At some point in March JC called me and said Acanac has never sold
the Netgear 3700 for as long as he works there and doesn't have any
instructions to send for how to set it up specifically on the Netgear. He
said it was too complicated to explain over the phone and since I live in
Wakefield (30 min from Ottawa) and he lives in Ottawa that it would just be
easier to ship it to him to setup. He said it was faster to ship it to him
directly than to ship it to Toronto and have them reship it out to him. I
gave him my home, work and cell numbers. He knows who I work for and the
address of both my home & office so he could ship it to my office or drop it
off if he was downtown.
12. I do not have the shipping information - I didn't keep it because I
wasn't being paranoid and never suspected all this would transpire. He
seemed very down to earth and taking a personal interest to go above and
beyond to get the Netgear working even though Acanac itself wouldn't ship me
one so I had no suspicion of any kind.
13. JC called me every month to say sorry he's been swamped, he forgot
about it or his was waiting on a friend to give him slightly better firmware
that would support the dual radios in Tomato. He kept in contact, I was
functional on the TP-LINK and I kept patiently waiting and waiting.
14. August 2011, I eventually I got a call from JC at my work saying he
was no longer employed by Acanac and wanted to get my router back to me and
would call me later to arrange a time to drop it off at my office.
15. We played telephone tag a few times and then I started getting
suspicious.
16. He called again on August 16th, 2011 for the last time, leaving me
voicemail (which I can send you the email & wav file I kept) asking me to
call him back.
17. I called him back at 613-709-xxxx which is the number he left and
left several voicemails and after a month of not hearing back I opened the
Ticket MLA-76501 about this issue.
18. I called Acanac again to get an update and DSL support shared the
story with a supervisor who was going to call me but instead just blindly
shipped me a SECOND TP-LINK without the courtesy of talking to me like they
promised!!! What am I going to do with a 2nd router for MLPPP? First of all
I can't have two MLPPP services, second it's only worth $75 vs the $190
router that your staff has in his possession.
19. I have then been totally dismayed that after the theft by a former
employee and that Acanac has no courtesy of even updating the ticket or
contacting me as to the status of what they've done or how they're going to
remedy the situation in over a month - that is just plain rude, discourteous
customer service.
20. This was all between a paying Acanac customer and Acanac 2nd level
support under the guise of supporting the service I was paying for and
Acanac should take responsibility for their employee's actions while
employed and whose actions were on behalf of Acanac.
Despite all this I have been a LOYAL Acanac VoIP customer for years and
stuck through Acanac and this MLPPP nightmare so I really don't think I
deserve to be treated this way!
What I'd like to see happen by no later than Nov 4th (1 week) is:
1) Acanac contact JC by phone, email and registered letter (to his last
address on file) about returning my router.
2) Assuming you can make contact with him, arrange to have the Netgear
shipped to my address.
3) Assuming you can't make contact with hime either compensate me by:
a) Purchasing a Netgear 3700, configuring it for MLPPP, ship it to me and I
will return the 2nd TP-LINK (of no value to me) and return the first TP-LINK
for a $75 credit (as this would have happened had JC done what he was
supposed to in the first 30 days.)
b) If you are unwilling to do that then place a credit on my account for the
$172.68 for the Netgear and give me a Fedex# so I can return the 2nd TP-LINK
you sent me.
All the above is just for the indemnity of my property - below is for the
pain, suffering, stress, hours and and hours of writing emails, waiting on
hold, talking for hours explaining this multiple times etc...and my time has
value let alone the stress of it all.
4) For all hassle, stress and horrendous customer service you've provided
since the MLPPP service was ordered, I just recently paid another year in
advance $125.37 (incl. tax) and would like that reimbursed as well (plus I
see you offer it free up to a year for other customers on cheaper DSL/Cable
plans).
Barring a positive outcome of this email my next step will be to post this
in DSLreports.com and similar forums so other people are aware of the theft
and "customer service" Acanac is providing.
Barring a positive outcome of that I will have to resort to small claims
court (as that is where the police said this should be handled).
P.S. While I have your "ear". I might as well get my other issue off my
chest - Acanac FALSE ADVERTISING.
1) As I already mentioned you haven't had a Netgear 3700 to ship ever
according to JC yet you continue to falsely advertise it on your MLPPP order
form (despite me mentioning it each time I make a call to Acanac no one ever
updates the site so I can only presume Acanac staff are incompetent in not
transmitting it to the right department, or Acanac is intentionally false
advertising a product and doing a bait and switch like happened to me, order
one thing, get another.
2) Secondly your VoIP service on it's availability page indicates that "819
Wakefield" is available. The town of Wakefield only has one exchange
819-459-xxxx. All Acanac provides is 819-483-xxxx which is the closest major
city (Hull/Gatineau). Despite repeated attempts letting customer service
know that you don't offer 819 Wakefield (or most likely all little towns you
advertise) and only numbers with exchanges in major centers, you continue to
falsely advertise that you do. Only after going through hell with VoIP
support which first lead me to believe you were "out of 819-459-xxxx
numbers" that I found out you have NEVER had these numbers and continue to
refuse to update the site.
Why on both these accounts after being informed many, many times does Acanac
refuse to update their website to reflect HONEST information! Please I
really would like to know as no one can give me an answer or know who knows
the answer.
Regards |
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FerglessPremium
join:2008-04-19
Toronto, ON
kudos:1 | I have sent you an instant message regarding the above problems.
Regards.
--
Acanac Inc. |
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 LynnPremium
join:2011-08-11
Trenton, ON
kudos:5
1 edit | reply to jamesanddavid
I have brought this post to the attention of one of the owners whose name is Paul jamesanddavid. |
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4 edits | reply to Fergless
Alas the second email I had hoped not to write and that Fergless/Lynn would be different and be honest with me..alas that's not to be the case as what they promised has not happened in the timeline THEY gave me.
False advertising on the Acanac Website:
In your Instant message to me part of what you indicated to me and I quote "...Also the website will be corrected by Monday...."
It is now Tuesday and NOTHING has changed on the website:
a) Netgear 3700 is still listed for sale on the MLPPP site (and other routes, I believe the TP-LINK is the ONLY one you have for sale).
b) "819 Wakefield" is still listed as an available exchange on the VoIP site (along with hundreds of others that are not available - you only offer exchanges of major cities so the majority of these should be removed).
Both of which are 100% false!
Reimbursement:
In your Instant message to me part of what you indicated to me and I quote "I will contact the Billing Manager on Monday and relay this to her."
I have heard nothing from Billing regarding a refund - when can I expect to hear from them? Can you provide a FIRM ETA of when I can expect a credit on my account
My ticket was transferred to Billing on the 1st and they said similar things. So a week has gone by and NOTHING has been done or communicated to me!
Getting a hold JC who stole from me:
Also I know JC doesn't work for Acanac anymore (but did when he stole the router)
You could try contacting him by:
a) send a registered letter to his last known address to see if he's there (just b/c he doesn't work for you doesn't mean he's moved).
b) send someone to the door of his last known address.
c) I'm sure he had a personal email account on his resume, you could email him.
d) You also have his last name and in case he moved you could check with Canada Post if there is a change of address on file
e) You could search for him in Canada411.
f) Surely you paid him by direct deposit and could go to his bank to confirm his current address or debit funds from his account to pay for the router he stole as a "final paycheque adjustment" - if he didn't call you back before, I'm sure he would after that!
To my understanding the ONLY thing that has EVER happened is Paul called him at the same number I have and left voicemail (as I did) but got no reply and has "given up" - when nothing above has been tried. There is A LOT MORE Acanac could be doing on the JC front that it's not even bothering to try - rather than just a phone call and giving up b/c of no answer/no reply. |
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LynnPremium
join:2011-08-11
Trenton, ON
kudos:5 Reviews:
 ·Cogeco Cable
| said by jamesanddavid:Alas the second email I had hoped not to write and that Fergless/Lynn would be different and be honest with me..alas that's not to be the case as what they promised has not happened in the timeline THEY gave me.
FIRST OFF, I DID NOT LIE TO YOU OR GIVE YOU A TIMELINE AND NOT SURE WHO DID
False advertising on the Acanac Website:
In your Instant message to me part of what you indicated to me and I quote "...Also the website will be corrected by Monday...."
THIS HAS BEEN PASSED ON TO THE OWNER AND WILL BE CORRECTED WHEN HE GETS THE CHANCE. IT IS NOT LIKE HE IS SITTING AT HIS DESK TWIDDLING HIS THUMBS. HE DOES HAVE OTHER THINGS TO DO TOO.
It is now Tuesday and NOTHING has changed on the website:
a) Netgear 3700 is still listed for sale on the MLPPP site (and other routes, I believe the TP-LINK is the ONLY one you have for sale).
b) "819 Wakefield" is still listed as an available exchange on the VoIP site (along with hundreds of others that are not available - you only offer exchanges of major cities so the majority of these should be removed).
Both of which are 100% false!
SEE ABOVE ANSWER
Reimbursement:
In your Instant message to me part of what you indicated to me and I quote "I will contact the Billing Manager on Monday and relay this to her."
WHICH IS WHAT WAS DONE FOR YOU. REFUNDS DO NOT HAPPEN OVER NIGHT AS IT TAKES TIME TO PROCESS THEM.
I have heard nothing from Billing regarding a refund - when can I expect to hear from them? Can you provide a FIRM ETA of when I can expect a credit on my account
IF YOU WANT A TIME LINE CONTACT BILLING AS WE HAVE NO ACCESS TO BILLING FILES.
Getting a hold JC who stole from me:
Also I know JC doesn't work for Acanac anymore (but did when he stole the router)
You could try contacting him by:
a) send a registered letter to his last known address to see if he's there (just b/c he doesn't work for you doesn't mean he's moved).
b) send someone to the door of his last known address.
c) I'm sure he had a personal email account on his resume, you could email him.
d) You also have his last name and in case he moved you could check with Canada Post if there is a change of address on file
e) You could search for him in Canada411.
f) Surely you paid him by direct deposit and could go to his bank to confirm his current address or debit funds from his account to pay for the router he stole as a "final paycheque adjustment" - if he didn't call you back before, I'm sure he would after that!
To my understanding the ONLY thing that has EVER happened is Paul called him at the same number I have and left voicemail (as I did) but got no reply and has "given up" - when nothing above has been tried. There is A LOT MORE Acanac could be doing on the JC front that it's not even bothering to try - rather than just a phone call and giving up b/c of no answer/no reply.
HOW DO YOU KNOW WHAT STEPS PAUL HAS TAKEN TO CORRECT THIS MATTER? HOW ABOUT YOU GIVE HIM SOME TIME AND MORE THAN A COUPLE DAYS. THIS IS A MATTER THAT HAS TO BE INVESTIGATED AND MIGHT TAKE A BIT OF TIME.
***wrote in caps not to yell but so you could see my answers in between your posts. |
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FerglessPremium
join:2008-04-19
Toronto, ON
kudos:1 | reply to jamesanddavid
First off it's not good protocol and against forum rules to quote another members comments from a PM.
Furthermore that is what I was told would happen, it' hasn't changed on the website, I'm aware of that.
As for the refunds, I was told Billing was already working on it.
I will contact them right now and see what progress has been made.
Don't be concerned about where JC is and the Router you sent to him. You will be reimbursed for that as well. Please let me know the cost incurred for the Router.
Regards.
--
Acanac Inc. |
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FerglessPremium
join:2008-04-19
Toronto, ON
kudos:1 | reply to jamesanddavid
I'm in contact with the Billing Manager presently and to compensate you for the Netgear we need to know the amount.
If you could get that to me ASAP that would be great.
Regards.
--
Acanac Inc. |
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| The cost is in the original post but here it is again: $172.68 (less than the $190 you sell it for). |
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FerglessPremium
join:2008-04-19
Toronto, ON
kudos:1 | Thank you. |
|
| reply to Lynn
SEE MY RESPONSES IN LINE WITH YOUR RESPONSES: NOTE THIS IS ABOUT ACANAC AND NOT YOU PERSONALLY
said by Lynn:said by jamesanddavid:Alas the second email I had hoped not to write and that Fergless/Lynn would be different and be honest with me..alas that's not to be the case as what they promised has not happened in the timeline THEY gave me.
FIRST OFF, I DID NOT LIE TO YOU OR GIVE YOU A TIMELINE AND NOT SURE WHO DID
ANSWER: FERGLESS DID IN HIS IM TO ME.
False advertising on the Acanac Website:
In your Instant message to me part of what you indicated to me and I quote "...Also the website will be corrected by Monday...."
THIS HAS BEEN PASSED ON TO THE OWNER AND WILL BE CORRECTED WHEN HE GETS THE CHANCE. IT IS NOT LIKE HE IS SITTING AT HIS DESK TWIDDLING HIS THUMBS. HE DOES HAVE OTHER THINGS TO DO TOO.
ANSWER: A) FERGLESS STATED IT WOULD BE FIXED BY MONDAY IN AN IM TO ME - NOT ME! PLUS IT'S BEEN MADE AWARE TO ACANAC (RE: VOIP FOR YEARS NOW) AND (RE: MLPPP FOR 8+ MONTHS NOW). SO IT'S NOT LIKE I'M MENTIONING THIS ONE DAY AND EXPECTING IT FIXED TOMORROW - ACANAC HAS BEEN GIVEN BEYOND REASONABLE TIME AND IS DRAGGING IT'S FEET. EVEN THE CUSTOMER SERVICE REP CODY INDICATED LAST WEEK SHE'D GET IT FIXED THE NEXT DAY - BUT THAT DIDN'T HAPPEN - SO AGAIN ACANAC IS DRAGGING IT'S FEET!!!
It is now Tuesday and NOTHING has changed on the website:
a) Netgear 3700 is still listed for sale on the MLPPP site (and other routes, I believe the TP-LINK is the ONLY one you have for sale).
b) "819 Wakefield" is still listed as an available exchange on the VoIP site (along with hundreds of others that are not available - you only offer exchanges of major cities so the majority of these should be removed).
Both of which are 100% false!
SEE ABOVE ANSWER
ANSWER: SEE MY ABOVE ANSWER
Reimbursement:
In your Instant message to me part of what you indicated to me and I quote "I will contact the Billing Manager on Monday and relay this to her."
WHICH IS WHAT WAS DONE FOR YOU. REFUNDS DO NOT HAPPEN OVER NIGHT AS IT TAKES TIME TO PROCESS THEM.
I have heard nothing from Billing regarding a refund - when can I expect to hear from them? Can you provide a FIRM ETA of when I can expect a credit on my account
IF YOU WANT A TIME LINE CONTACT BILLING AS WE HAVE NO ACCESS TO BILLING FILES.
Getting a hold JC who stole from me:
Also I know JC doesn't work for Acanac anymore (but did when he stole the router)
You could try contacting him by:
a) send a registered letter to his last known address to see if he's there (just b/c he doesn't work for you doesn't mean he's moved).
b) send someone to the door of his last known address.
c) I'm sure he had a personal email account on his resume, you could email him.
d) You also have his last name and in case he moved you could check with Canada Post if there is a change of address on file
e) You could search for him in Canada411.
f) Surely you paid him by direct deposit and could go to his bank to confirm his current address or debit funds from his account to pay for the router he stole as a "final paycheque adjustment" - if he didn't call you back before, I'm sure he would after that!
To my understanding the ONLY thing that has EVER happened is Paul called him at the same number I have and left voicemail (as I did) but got no reply and has "given up" - when nothing above has been tried. There is A LOT MORE Acanac could be doing on the JC front that it's not even bothering to try - rather than just a phone call and giving up b/c of no answer/no reply.
HOW DO YOU KNOW WHAT STEPS PAUL HAS TAKEN TO CORRECT THIS MATTER? HOW ABOUT YOU GIVE HIM SOME TIME AND MORE THAN A COUPLE DAYS. THIS IS A MATTER THAT HAS TO BE INVESTIGATED AND MIGHT TAKE A BIT OF TIME. ANSWER: WHEN I CALLED CUSTOMER SERVICE AND SPOKE TO CODY SHE LOOKED AT THE FILES AND TOLD ME WHAT PAUL HAD DONE TO DATE AS IT WAS ALL DOCUMENTED. HE MADE A CALL OR TWO TO JC'S NUMBER SHORTLY AFTER MY TICKET WAS OPENED, GOT NO REPLY AND LEFT MY TICKET ON HOLD FOR 1+ MONTH BEFORE I POSTED HERE AND NOT ONE SOLITARY UPDATE - I HAD TO CALL TO EVEN GET THIS INFORMATION!!!***wrote in caps not to yell but so you could see my answers in between your posts. ***WROTE IN CAPS FOR SIMILAR REASON. |
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LynnPremium
join:2011-08-11
Trenton, ON
kudos:5 | What was said between you two should have stayed between you two not on a public board. It's not good protocol and against forum rules to quote another members comments from a PM. |
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1 edit | The question was asked in PUBLIC - Acanac chose to answer it privately. Acanac has no right to force a public conversation private especially when there is public interest in the issue.
It's not like you were sharing personal information like name, phone#, address etc which of course I would never expose. This is about a PUBLIC company selling a service to the PUBLIC and the PUBLIC having issues that concerns other members of the PUBLIC.
I gladly would have kept the conversation private if
a) it started as a private conversation (which it did not)
b) it contained personal info: name, phone#, address etc (which it did not)
c) that what i was told would happen in the private conversation actually came true (which it did not)
Especially (c) - once Acanac broke the covenant of lying to me then all bets were off. I understand Fergless just passed on what they were told so I'm not holding Fegless to account but the people at Acanac that lied to them and the company as whole has to take account for their lie. |
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FerglessPremium
join:2008-04-19
Toronto, ON
kudos:1 | Netgear Compensation. This is for the Netgear router from Billing.
quote:
2011-11-08 12:11:08: Refunding $172.68, the value of the router as per Ferguson / Paul
--
Acanac Inc. |
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2 edits | reply to jamesanddavid
Re: Acanac Employee Stole from Me - Acanac owner does nothing! Thank you for you assistance in obtaining a reimbursement for my stolen Netgear router.
This addresses the value of my stolen property only. NOT the pain and suffering and months of hell to get it reimbursed from Acanac. In my original post I asked for compensation for all my time wasted, all the stress and unnecessary delays, non-responses, hours and hours on the phone. The dozen tickets, having to go through DSLReports etc...I would think giving me one month free of my MLPPP service would be ample and reasonable request for compensation for all this.
Also a few questions remain:
1) Will this be a credit on my account to be "eaten" by my monthly MLPPP charge or a credit on my credit card? I do not care which it is I'd just like to know where to expect the credit and when I should expect to see it.
2) When will the website be corrected for VoIP area codes to reflect the true exchanges offered? Can you obtain a FIRM ETA on that getting fixed by someone more reliable than the person who told Fergless Monday?
3) When will the website corrected for MLPPP equipment offered? Can you obtain a FIRM ETA on that getting fixed by someone more reliable than the person who told Fergless Monday?
4) When will the MLPPP site be fixed to show speed offerings per line will be at 6M/1M vs 5M/0.8M can you obtain a FIRM ETA on when that will be updated on the website (not rolled out to existing customers - I know that's the end of Dec).
5) Also the 2nd unopened TP-LINK that was shipped to me needs to be returned to Acanac can you IM me the Fedex# and address to return it to?
Thanks.
James
*******************************************
Netgear Compensation.
This is for the Netgear router from Billing.
quote:
2011-11-08 12:11:08: Refunding $172.68, the value of the router as per Ferguson / Paul
--
Acanac Inc. |
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LynnPremium
join:2011-08-11
Trenton, ON
kudos:5 Reviews:
·Cogeco Cable
| said by jamesanddavid:Thank you for you assistance in obtaining a reimbursement for my stolen Netgear router.
This addresses the value of my stolen property only. NOT the pain and suffering and months of hell to get it reimbursed from Acanac. In my original post I asked for compensation for all my time wasted, all the stress and unnecessary delays, non-responses, hours and hours on the phone. The dozen tickets, having to go through DSLReports etc...I would think giving me one month free of my MLPPP service would be ample and reasonable request for compensation for all this.
Also a few questions remain:
1) Will this be a credit on my account to be "eaten" by my monthly MLPPP charge or a credit on my credit card? I do not care which it is I'd just like to know where to expect the credit and when I should expect to see it.
We can't make that decision. Only billing can so you would have to email billing@acanac.com with that question.
2) When will the website be corrected for VoIP area codes to reflect the true exchanges offered? Can you obtain a FIRM ETA on that getting fixed by someone more reliable than the person who told Fergless Monday?
We have passed the information on so it is up to the owners as it is their web site. Better place to ask is feedback@acanac.com
3) When will the website corrected for MLPPP equipment offered? Can you obtain a FIRM ETA on that getting fixed by someone more reliable than the person who told Fergless Monday?
Same answer as for #2
4) When will the MLPPP site be fixed to show speed offerings per line will be at 6M/1M vs 5M/0.8M can you obtain a FIRM ETA on when that will be updated on the website (not rolled out to existing customers - I know that's the end of Dec).
Same answer as #2
5) Also the 2nd unopened TP-LINK that was shipped to me needs to be returned to Acanac can you IM me the Fedex# and address to return it to?
Will pm you now.
Thanks.
James
*******************************************
Netgear Compensation.
This is for the Netgear router from Billing.
quote:
2011-11-08 12:11:08: Refunding $172.68, the value of the router as per Ferguson / Paul
--
Acanac Inc.
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1 edit | Lynn:
I will forward all my questions about billing and the website changes to the email addresses you've provided. If satisfactory answers are not forthcoming in a timely manner from Acanac I will report back to these forums as such.
Lynn:
You answered all my questions but this one:
"This addresses the value of my stolen property only. NOT the pain and suffering and months of hell to get it reimbursed from Acanac. In my original post I asked for compensation for all my time wasted, all the stress and unnecessary delays, non-responses, hours and hours on the phone. The dozen tickets, having to go through DSLReports etc...I would think giving me one month free of my MLPPP service would be ample and reasonable request for compensation for all this."
To Acanac (not to Lynn or Fergless):
I will be staying on top of the website changes in these forums as people have a right to know about misleading information if it is not changed with in a week as that is ample time. I work for a company with an extremely complex site. Acanac is a very simple site. Changing the MLPPP router drop down takes less than a minute to change and other changes are similar in effort. There is no reason it should even take a day let alone a week. |
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LynnPremium
join:2011-08-11
Trenton, ON
kudos:5 Reviews:
·Cogeco Cable
4 edits | said by jamesanddavid:Lynn:
I will forward all my questions about billing and the website changes to the email addresses you've provided. If satisfactory answers are not forthcoming in a timely manner from Acanac I will report back to these forums as such.
You can do that but there is nothing here we can do about it unfortunately. For the billing part of it you have to talk to them about it and for the web site changes you need to send it to feedback@acanac.com
Lynn:
You answered all my questions but this one:
"This addresses the value of my stolen property only. NOT the pain and suffering and months of hell to get it reimbursed from Acanac. In my original post I asked for compensation for all my time wasted, all the stress and unnecessary delays, non-responses, hours and hours on the phone. The dozen tickets, having to go through DSLReports etc...I would think giving me one month free of my MLPPP service would be ample and reasonable request for compensation for all this."
I can't do credits sorry. Only one that can issue those is billing so you would need to email billing@acanac.com
To Acanac (not to Lynn or Fergless):
I will be staying on top of the website changes in these forums as people have a right to know about misleading information if it is not changed with in a week as that is ample time. I work for a company with an extremely complex site. Acanac is a very simple site. Changing the MLPPP router drop down takes less than a minute to change and other changes are similar in effort. There is no reason it should even take a day let alone a week.
I would be interested in seeing your site. Can you leave the web address so I can check it out sometime? |
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| I have sent you an IM with requested information. |
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| As per my request to be reimbursed a month's MLPPP you stated "I can't do credits sorry. Only one that can issue those is billing so you would need to email billing@acanac.com"
It was through this forum that Paul approved the credit of my stolen router not through billing@acanac.com so it's untrue that I HAVE to go through them. I see no reason this credit cannot go through the same process.
It is poor customer service to force someone to go through this story yet again with another group of people. You are fully up to date with what transpired and I'm not going to rehash it with another group. Do as you did, speak to Paul and have Paul authorize billing to give the credit - I'm not going to refight this with someone who is starting from scratch.
As per IM, I would tread lightly before you set off a process your employer will deeply regret. |
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LynnPremium
join:2011-08-11
Trenton, ON
kudos:5 Reviews:
·Cogeco Cable
3 edits | You made the threat to me and in your words "I have not raised the issue yet but if you'd like me to get the party as being the official opposition to have the CRTC and other committees look into Acanac's business practices I'd be more than happy to if changing the website seems to be too problematic for the owners".
No need to threaten anyone. I will help where I can.
Update:
I have talked to Paul and need you to answer my pm |
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