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Lynn0
Premium
join:2011-08-11
Trenton, ON
kudos:7
reply to W411

Re: Are there low volume times for Acanac DSL support?

said by W411 See ProfileAnd as many customers repeatedly are stating in the forums, the inability to get through via telephone to of all things a communication service provider is not acceptable. We are stating facts, and while Acanac may state that they have intentions of making changes to increase the service availability, they haven't corrected anything so far.

--We are trying and the only other thing I can tell you is if you are not satisfied with the service even though we are trying to improve as my boss said here, then you always have the option of cancelling. We are trying our best to get agents trained and ready for the phones .

Incidentally I called the cable company that Acanac resells (Distributel) and was talking to support in about 3 minutes, at that same point I was getting the message via Acanac that wait times will be over 1 hour . . . what's wrong with this picture?
[/BQUOTE :



-It might not have been as busy in Quebec. Distributel is our carrier in Quebec. Acanac has their phone lines and Distributel has theirs.


W411
Premium
join:2009-10-07
Windsor, ON
kudos:1

People don't want to just hear you are trying, they want the results. That's a bit of a seedy move you are suggesting, when someone starts pointing out valid flaws in the way you are doing business you try to usher them quietly out the door with a cancellation instead of addressing the problems?

Here is a simple solution, if you can't support the number of users you currently have, stop taking on new customers. If you are saying that the current business model of Acanac can't sustain itself without a constantly increasing supply of new customers, then clearly increasing support is the least of your worries.

My other point is that Distributel also provides service to each location that you do, don't you think it makes more sense to buy services from a company that you can actually contact when there are problems?


Lynn0
Premium
join:2011-08-11
Trenton, ON
kudos:7

said by W411:

People don't want to just hear you are trying, they want the results. That's a bit of a seedy move you are suggesting, when someone starts pointing out valid flaws in the way you are doing business you try to usher them quietly out the door with a cancellation instead of addressing the problems?

--Flaws? I don't consider the company growing the way it has been a flaw. Every company experiences growth spurts and as the owner has already told you on here this is turning out to be busier than we usually are in the last 7 years for these months. We ARE trying to improve by hiring more agents so the choice is either wait for the improvements to take effect or cancel your service. I am in no way trying to sound harsh but that is the only two choices we have right now as we are trying our best. I only mentioned this(cancelling) because you do not seem happy with the explanation from one of our owners or from me. There is only so many choices here.

If you are saying that the current business model of Acanac can't sustain itself without a constantly increasing supply of new customers, then clearly increasing support is the least of your worries.

--We have no trouble sustaining this company with the customers we have.



Acanac Inc
Premium
join:2007-03-05
Mississauga, ON
reply to W411

If you prefer to go with Disrtributel please go ahead. Please beware we are part of the Distributel group of companies and in the big picture makes no difference who you go with.

As for your other comment above your either growing or shrinking. If anyone tells you other wise they are most likely lying.
With that said growth comes with it's own problems however I will take them any-day of a shrinking company.

I will also like to add this is not something that just affects Acanac. When you have this type of growth you end up with these types of growing pains.

Finally we have one of the lowest attrition rates in the industry. This should prove to you and potential clients that on average we are doing something right.