1 edit | Starting to Doubt Acanac 30-day Cancellation Policy. My DSL internet service was activated by a Bell technician on the 9th of November 2011. However, I have had over 48 hours of downtime within a 3 week period. As such, I have emailed Acanac's billing (December 6th, 2011 - within the 30 days of internet service) to cancel my account and get a refund and it's taken over 48 hours and I have NOT received a valid response. I am hoping that Acanac does not make this process complicated because this is a real selling point to customers (30 day money back).
Ticket number: NTR-27349:
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Greetings,
Unfortunately, I would like a refund on my internet service with Acanac. I have had over 48 hours of downtime over the last 3 weeks (Ticket ID: TDF-21044) which has spooked me out of being an Acanac customer. Moreover, the connection has been intermittent throughout the month with 30 second downtimes occurring throughout the daytime. I work from home and require this internet service to be reliable. Not only am I dissatisfied with the unreliable internet service, I have not been pleased with the technical support which was not able to pinpoint my problem, while giving me a different diagnostic 3 separate times.
Attached is an email with the date of the first day of internet service (November 9th, 2011). We are now December 6th, 2011, which is within the 30-day money back guarantee which stipulates a full refund, if I am not satisfied with the service. Also attached is my contract.
Please let me know ASAP how I should proceed. When and how will the funds be refunded? Moreover, please outline the steps to have the DSL modem sent back to you.
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Their reply was unsatisfactory:
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Hello,
Apologies for the inconvenience caused. We're investigating the issue, please wait. We'll update you as soon as possible. Thanks.
Best Regards,
Acanac Inc.
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How long does this usually take for a real response? I do not understand why there is a need for an investigation. My internet service was activated on November 9th. My cancellation ticket was issued December 6th. As per my contract, there is a 30-day money back if I am not satisfied. I have grounds for being unsatisfied (>48hrs of downtime in a 3 week period). I am a trader and need a reliable connection and I've been spooked out. I prefer to go with another internet company. Once again, this looks like another way to make cancellation complicated for new customers.
I was expecting more of a "We've received your request and we are expediting your refund."
How long will this drag? I am seriously starting to doubt this policy of a 30 day money back guarantee. There is no way to speak to an agent about it and the only way is through email. This is a shame because this is a real selling point for new customers. The ability to test out a service is important. I am sure the service is fine depending on the area. It is just that this does not suit my needs. The unreliability in my area has caused me to ask for a refund. As such, I am disappointed and unless I get some sort of action on this within the next 24 hours, I feel like this is a big scam and would discourage other people from getting screwed or feeling screwed. |
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 LynnPremium
join:2011-08-11
Trenton, ON
kudos:5
 ·Cogeco Cable
4 edits | You said you contacted us on December 6th and have not received a valid response. They have given you a real response(your words) as i have shown below. It takes 24-48 hours to get a response and I have checked your ticket # and found they did answer you within that time frame and here is what they said:
Posted on 08 Dec 2011 04:09 AM
Hello,
Apologies for the inconvenience caused. We're investigating the issue, please wait. We'll update you as soon as possible. Thanks.
Best Regards,
Acanac Inc.
Also on December 6th they wrote to you and offered to extend your service for 2 weeks for the down times you suffered and you agreed to this.
Posted on 06 Dec 2011 01:53 AM
Hello,
The best job I can do for you is to extend your service 2 weeks free, so please reply back this ticket for confirmation, then we will do the rest.
Best Regards,
Acanac Inc.
Posted on 06 Dec 2011 09:28 AM
Hi,
2 weeks will do.
Regards,
*********, MBA(blocked out your name for your privacy)
Then their response was:
Posted on 07 Dec 2011 05:45 AM
Hello,
We extended your account 2 weeks until 2012-11-23.
Please let us know if you need further assistance.
Best Regards,
Acanac Inc.
Edit Quote
Email: billing@acanac.com |
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| Hi Lynn,
First, thank you for your prompt response. This is perhaps the quickest response I've had with respect to this issue.
I agree that I did ask for extension of service. This was for the downtime I experienced. This in no way voids the 30 money back, should I not be satisfied overall. The cancellation of service is a result of not only the downtime (which is definitely a red flag in my mind), but also the unreliability (intermittent connectivity), and the poor technical service I received. Hence, I made the final and official decision to cancel my subscription, upon further review of the overall situation.
Upon further thought that day, I considered what my needs would be over the upcoming year. As mentioned, I work from home and I need a stable internet connection and an ability to work directly with the providing company (in this case, Bell), should any issues occur. I was very well aware that I was still and still am under my 30 day money back guarantee. Now, my issue is that it is taking so long to get a valid response. There really is nothing to investigate here. I clearly stated my dissatisfaction and my wish to have my service cancelled, all within my 30 days of internet service. There should not be any "investigation", but rather a confirmation of cancellation and an action plan. I am definitely not willing to wait another day for this to move. I run a business and need this addressed ASAP.
I thank you in advance for your attention to this.
ejeasio. |
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LynnPremium
join:2011-08-11
Trenton, ON
kudos:5 Reviews:
·Cogeco Cable
| No you are right. It does not void the 30 day money back guarantee. You sure do need a stable connection for working from home. I think the reason you were told they have to investigate is they have to check to see what has been done for you and what can be done if anything to fix the problem.
I really wish things had worked out for you and we could have fixed the problem and am really saddened to hear about the "poor technical support" you received. It really surprised me as we have a great bunch of tecs here.
Anyway I wish you all the best and hope everything works out for you. |
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| Thank you. Indeed, I have received a confirmation email of my refund this morning. I am awaiting the refund now. Thank you Lynn for the hard work. |
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LynnPremium
join:2011-08-11
Trenton, ON
kudos:5 | Oh wow that was quick. I am very happy to hear everything worked out for you  Thank you so much for letting me know. |
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| Been 3 weeks since the refund was "apparently" sent. Still have not gotten my money back. |
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LynnPremium
join:2011-08-11
Trenton, ON
kudos:5 Reviews:
·Cogeco Cable
| Just checked the ticket and it say" a cheque for $395.77 has been sent to your address back on 2011-12-14," With us being on holidays for a few days in there(the 26th and 27th) and it being Business days only it is about 7 days today so you should receive it this week. Also a check for 56.92 for your modem return was sent out to you on the 22nd of December. |
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| General advise for all cases like this: Check the postmark on the envelope- and save the envelope. |
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LynnPremium
join:2011-08-11
Trenton, ON
kudos:5 | Good advice but I think when they get their check/checks the date does not matter unless it takes awhile to get it. Then they might wonder when it was mailed or if it was mailed when they said it was. |
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