| CCTS Annual Report Anyone find the time to look over the CCTS's annual report?
»www.ccts-cprst.ca/documents/annu···011-2012
Nothing that we haven't seen here in these forums, in terms of ISP complaints.
Did you check out the stats?
Acanac (in terms of resellers) is certainly near the top of the list. But, who here didn't really expect that? Be honest... 
»www.ccts-cprst.ca/wp-content/upl···ider.pdf
Lots of funny and interesting tidbits in those reports.
Both Bell and Rogers top around 2000+ complaints, Videotron around 200+. But these providers do all services (TV, Telco, wireless and internet). That makes Acanac really look bad by comparison given the size of their complaints and only one service provided. |
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 GonePremium
join:2011-01-24
Fort Erie, ON
kudos:3 | Comwave and Primus are worse.
For what it's worth, Teksavvy is up there, too. |
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 mlernerPremium
join:2000-11-25
Nepean, ON
kudos:5 | reply to Stats
Interesting, Globalive has no complaints and Mobilicity has 45.
Ah, I see split names even though Globalive and Wind Mobile is basically the same thing. |
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 TSI MarcPremium,VIP
join:2006-06-23
Chatham, ON
kudos:14 | reply to Gone
I'll get a list to see what those were all about and when they occurred... To be noted, our base isn't split between a number of companies either.
--
Marc - CEO/TekSavvy |
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resa1983Premium
join:2008-03-10
North York, ON
kudos:7 Reviews:
 ·TekSavvy Cable
| reply to mlerner
said by mlerner:Interesting, Globalive has no complaints and Mobilicity has 45.
Check under Wind Mobile. 391 accepted complaints. 311 resolved. None which went past investigation phase.
--
Battle.net Tech Support MVP |
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| reply to Stats
It's also relevant to the client base size. If a company only has 1000 clients and 10 complaints it would be allot worse than another company with 100K clients and 100 complaints.
We also offer more than just one service.
We are currently offering DSL Internet, Cable Internet, Voip Phone service and soon TV service.
In the end the goal should be to always improve the service quality. The tough part is to strike the correct balance between growth and quality of service while still getting the best bang for the buck. |
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mlernerPremium
join:2000-11-25
Nepean, ON
kudos:5 | said by Acanac Inc:In the end the goal should be to always improve the service quality. The tough part is to strike the correct balance between growth and quality of service while still getting the best bang for the buck.
That's where you guys fall down. Whatever statements and promises you make, you really need to improve support and service quality because I know of no one that will ever recommend Acanac over other indies. |
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 hm
@videotron.ca | reply to Gone
yeah.. I noticed Comwave. But aren't they in Bed with that pyramid scheme ACN? All of which owned (or major interest owned) by Donald Trump?
I seem to recall a Comwave ACN connection, but I could be completely wrong here. Just rings a Bell. Pretty sure there was some competition bureau investigation I recall reading (both American and Canadian) that named both. But, again, I could be wrong... old age you know  |
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| reply to Gone
said by Gone:Comwave and Primus are worse.
For what it's worth, Teksavvy is up there, too.
100% less than Acanac. |
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hm
@videotron.ca | reply to mlerner
"Accepted" complaints, top 5:
Comwave: 191
Acanac Inc.: 78
ACN Canada: 68
Distributel + 3web: 42
TekSavvy: 32
Excluded Primus since they also do mobile, which the others do not. And which, per the CCTS, has the highest number of complaints. So we can't distinguish/compare them. The other resellers we can.
Not sure if I missed any in the top 5.
I didn't notice if they break down each company per service offered. They should. |
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| reply to mlerner
It's an ongoing process and one that I put allot of resources into. In the end it's a balance. It's also about perception. For example your comment above in regards to Acanac getting no referrals. It's the exact opposite. At this time a good portion of our orders are coming from referrals and not direct advertising. |
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mlernerPremium
join:2000-11-25
Nepean, ON
kudos:5 | said by Acanac Inc:It's an ongoing process and one that I put allot of resources into. In the end it's a balance. It's also about perception. For example your comment above in regards to Acanac getting no referrals. It's the exact opposite. At this time a good portion of our orders are coming from referrals and not direct advertising.
Sure although if you still have the referral program I can see why. »www.acanac.ca/Referral-Program.html
The problem with that is people will refer other people only to get the financial incentive i.e. free internet. What would be interesting is seeing the stats of referrals and if they stay longer than 6 months and that would tell the complete picture. |
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| I can tell you that we have one of the lowest attrition rates in the industry. (Year over year)
We target a certain type of client that on average is looking for the best bang for the buck.
Let's assume we hired another 100 staff members while also increasing the rates and reducing the bandwidth allotments to cover the costs.
In my opinion this would be detrimental to the company. It's simply not our target market. |
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mlernerPremium
join:2000-11-25
Nepean, ON
kudos:5 | The problem is and I admit a challenge for every industry is, no matter the cost you will sooner or later have to raise rates or risk your customer base as you keep growing. Teksavvy I think ran into almost exactly the same situation and could have ended up in a bad situation.
I don't pretend to know the ins and outs of business but I have seen those situations frequently and it's a tough spot.
Value propositions like offering referrals can also cause or increase problems if the customer specifically chooses to subscribe only because of that. |
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| Ebox has zero complaints. I don't even see their name on the list!
Just say'n. |
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hm
@videotron.ca | reply to Acanac Inc
said by Acanac Inc:It's also relevant to the client base size.
Well... Let's look at it this way.
Videotron has over a million TV subs
Videotron has over a million internet subs
Videotron has over a million phone subs
Videotron has something like 0.5-million mobile/wireless subs
Total complaints: ~200 (keep in mind wireless is the bulk of the complaints).
Acanac for a single service: 78
I would call that significant, and very high considering client base size.
Cogeco has ~88. |
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TSI MarcPremium,VIP
join:2006-06-23
Chatham, ON
kudos:14 | Most people don't know CCTS even exists yet.. And most don't have the propensity to file a complaint having never had anywhere to turn to before or just don't ever take the time...
In contrast, most of our users will know about these things and won't be afraid to use it if they feel necessary.
I'd say its fair to compare similar sized entities to one another and also against what they're trying to achieve...
--
Marc - CEO/TekSavvy |
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 dillyhammerA. Good. Start.Premium,MVM
join:2010-01-09
Hamilton, ON
kudos:9
 ·Start Communicat..
·Cogeco Cable
·TekSavvy DSL
·Caneris
| reply to Acanac Inc
said by Acanac Inc:It's an ongoing process and one that I put allot of resources into. In the end it's a balance. It's also about perception. For example your comment above in regards to Acanac getting no referrals. It's the exact opposite. At this time a good portion of our orders are coming from referrals and not direct advertising.
FWIW, I know 2 people, one a neighbour, the other a friend's neighbour, that use Acanac. Both sing Acanac's praises up and down.
My neighbour thinks I'm nuts for not being with Acanac and tries to convert me damn near every time I see him. Seriously, the dude has Acanac rabies.
My friend's neighbour, when I suggested she consider trying TSI, went white as a sheet. She's been with Acanac forever. Not one problem. Ever. I don't think she likes me any more.
Acanac has it's fair share of fanboys.
Mike
--
Cogeco - The New UBB Devil -»[Burloak] Usage Based Billing Nightmare
Cogeco UBB, No Modem Required - »[Niagara] 40gb of "usage" while the modem is unplugged |
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mlernerPremium
join:2000-11-25
Nepean, ON
kudos:5 | And you should ask if either one if they're paying for their Acanac connection, or if they have a 'freebie' from the referrals.  |
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| reply to Stats
Yes yes yes - Acanac sucks™ - we all agree. Somehow Acanac thinks the excusesplanations that didn't suffice 5 years ago, and didn't suffice 2 years ago, will satisfy today. Oh Paul, don't you know you can't have "growing pains" at your age?! |
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