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| DLS prolem - Acanac did not want to terminate subscription Have been with Acanac since 2008, the speed was not great, however, I could manage to accomplish my requirements . On Nov-9-2011, my DSL connection was down and could not be restored after several attempts of rebooting the modem and changing cables . I called DSL support around 10:00PM and I was put on HOLD for almost one hour. Enough I had to sleep for next working day. On next day, I managed to submit a ticket to "emergency". I get an auto-reply within a minute with useless-information when asking me to check cables and reboot the modem . I had replied to DSL support that those steps had been verified before submitting a request , guess what ; NO response. On next day, I called DSL support right-on 9:05AM; luckily I get in touch with an agent; she did not take my explanation in concern, instead, she asked me to repeat the same exercise again. Finally, she thought that problem may be caused by bad modem and prepared a ticket to send a new modem . A week later on Nov-17.2011, after installing , new modem could not detect DSL signal, I called DSL supported again and I was put on HOLD for more than 30 min. DSL support asked me to repeat the same damn exercise of changing cables and rebooting modem . I wonder if they do have brain !. For several attempts, I tried to tell them that root-cause of problem is not cables, neither modem due to the fact that my land-line works fine AND there is no NOISE on my land-line without low-pass filter connected, but it seems that NONE of DSL support understand what it means - the answer that I get was "u're connected" so what "Yes I'm connected because I'm using my land-line to call u". Instead, he asked me to to go out to check junction-box outside my house . My patient had a limit about technical knowledge of DSL support . The junction-box is belong to Bell equipment, it will cost me a fortune if I touch that one - I'm not stupid . He suggested then to open a work-order to Bell-tech to investigate . I had managed to leave my work early on next day being Nov-12,2011, in order to be at home before 5:00PM . I had waited till 8:30PM without any call of any technician . My patient has limit , I had something else to work on. The techn. called my land-line around 8:45PM (closed to the end of his shift) offering an assistance via phone . WHAT's a support !! . I wonder if techn. knows how to read an work-order, since I asked DSL support to put "best contact" is my cell-phone, but tech never did. Next day, I get an email notifying that NofaultFound in reply to work-order meanwhile another email from DSL support to notify me that I cancelled the work-order . How could I trust such organization. The root-cause of problem clearly is Acanac's equipments vs Bell Canada but Acanac engineering did not make any pro-active action to go out to investigate and to fix .
Enough is enough; my patient has limit I called billing/sale for terminating my subscription. Guess what, no phone call allowed, customer must submit in writing via email; meanwhile my DSL is down . WHAT's A POLICY . Finally, I managed to borrow DSL of someone to submit a request for cancellation . No success, Acanac did not want to cancel my subscription, they tried to buy-time while asking me to give them opportunity to assist me one more time . Why they need me to call them ?? when submitting for new subscription they can manage to deliver DSL broadband signal to my house and right now after several attempts with failure Acanac could not determine root-cause of problem and they asked me to call them . I dont see the logic behind of Acanac engineering .
Since Nov-22,2011; for more than a week, my request of cancellation was not take in consideration .No reply from Acanac. since
I had bad experience and made a mistake while dealing with such organization, I won't make twice
Be aware off | |
 LynnPremium
join:2011-08-11
Trenton, ON
kudos:5
 ·Cogeco Cable
| Do you know how many people call us and say ya, ya I have done the tests before calling you? Alot. That is why agents make you go through the tests with them. They can not issue a trouble ticket until this has been done and it may seem stupid to you or like "REPS HAVE NO BRAIN" as you said above, which by the way I find pretty rude but this is there job and they have to do it. If they did not do those steps and sent out a trouble ticket without checking and lets say just for an example the problem turned out to be inside wring then the cx. gets charged $100.00 by BELL for coming out out if they find the problem is not ours(from pole to demark point)
As far as the sending a email to billing for cancellation it is right in the policies and procedures that you HAD to click to agree to when you signed up with us. It might have been a good idea to read them so you understood this.
As far as the cancellation goes they did respond as they are trained to see if they can help first. If that is not an option then yes it will be cancelled but according to your dates above it is NOT over a week ago. You said the 22nd well as of today it is 5 BUSINESS DAYS. What is the ticket number they gave you for your cancellation and I will have a look. | |
| Re: DSL problem - Acanac sends new invoice to renew Thanks for your reply
On Dec-01 more than 5 business day as you mentioned, an email of Devora mentioning that "" refund the charge to your credit card but it declined """ .. It's same credit card that Acanac charged on April !!!! ..
On Dec-02 , more than 5 business day as you mentioned, I get a email from Billing for new invoice of INVOICE # 619455 for another $427.77 .. WHY ??????? .
My subsciption was cancelled by ticket XAS-72994 and refund was not finalized yet .
Please be advised that modem had been shipped to acanac, I had repected as per contract (as you said) and hoping that acanac SHALL do the same for customer(s)
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LynnPremium
join:2011-08-11
Trenton, ON
kudos:5 Reviews:
·Cogeco Cable
| Ok looking at your ticket now. On November 16th you asked for new modem and it was shipped to you. Then on November 28th you send confirmation for your cancellation. On November 30th you were informed "Dear valued client,
We have sent your request to the Refund Processing Department. The refund may already have been done however due to processing between Acanac and your bank it could take up to 2 weeks before you are able to see it on your statement."
That would bring it to December 14th
On December 1st they tried(which was not even the two weeks time limit) and you were sent:
Hi
I should inform you that we tried to refund the charge to your credit card but it declined, as result, we have to send the cheque to your address"12 xxxxxxxxx(blocked out for your privacy), LAVAL, QUEBEC, H7N 4K2",
Please send back this ticket so as to confirm it, in accordance with your request.
Best Regards,
Acanac Inc.
I checked your account and it has not been charged. That was probably an automated response you received. | |
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