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| having a second thought about signing up with acanac i've been with this company (let's call it XXX) for almost a yr now. Recently they told me the price will go a bit for next yr.
so i looked around for a new and cheaper ISP and the promotion price of acanac is eally eye catching,i did a bit research and found this website canadianisp.ca which users post reviews of their ISP,
hundreds of negative reviews with acanac,mostly about how the customer service is.
now i'm giving it a second thought, acanac's promotion price is very attractive, but from what i see in the reviews,they do a horrible job in customer service,
'open an online ticket and wait for 24-48 hrs till someone contact you, and if you open multiple tickets, the previous ones goes to the bottom of their pile', are you fucking kidding me?
with XXX,from time to time, you get network problem(maybe once in 4 months) but their customer service and tech support are always there (they work everyday,and to about 8 or 9pm) and respond to
you problem quickly while keep you in the loop, it usually takes a few hours to a day for their tech to resolve an issue, and when you call, you only need to wait less than 10 mins reach someone,for a small ISP,
i'd say they did a descent job in customer service.
as much as i care about the customer service, i put much more weight on the product, if the service is good, i'll never even have to talk with a customer rep.
so, anyone have any comment on acanac's internet service? speed,reliability? | | |
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 LynnPremium
join:2011-08-11
Trenton, ON
kudos:5
 ·Cogeco Cable
1 edit | You said "'open an online ticket and wait for 24-48 hrs till someone contact you, and if you open multiple tickets, the previous ones goes to the bottom of their pile', are you f**king kidding me?"
The reason for that is they are answered in the order they come in. For example say you sent in a ticket yesterday and someone else sent one in today. Would you want them to answer the other guys ticket and leave yours till later even though you put your ticket in first? This is why when sending in ONE ticket we always ask them to reply to the same ticket. That way all the information is together in one ticket and the customer is not waiting till their turn comes up again by sending in multiple tickets. The goal here is to solve the problem quickly, not to search through 100's of tickets for one customers tickets. | |
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