fiestaware
join:2008-01-07
 ·Bell Sympatico
·Acanac
| reply to fiestaware
Re: My experience with Acanac so far: Not so good.
While I'm no longer concerned about the technical side of this issue [having tested my connection with two other ISPs - no problem, not to mention test@test... I assume Acanac's authentication server didn't recognize my account for some reason; I was getting a busy signal sometimes; whatever] I believe you have some customer service issues to address. From what I read around the internet, it will not be the first time you've heard that remark.
Since the online support I received amounted to "Don't forget that your password is case-sensitive!" (Thanks, I use new-fangled cut & paste technology now) I thought I'd better finally call.
1st call -
Tech: "Acanac support."
Me: "Hi, I'm having difficulty with one of your trial accounts; I wonder if you could look at it?"
Tech: *distinctive hang-up click*
Five minutes later, 2nd call -
Same tech: "Acanac support."
Me: (pause) "You gonna hang right up...?"
Tech: (snarkily) "Sometime today I'll hang up; at the end of the day."
Me: "May I get a question out first?"
Tech: "If you can ask it in 3 seconds."
That's a quote.
- At this point I explain my problem. Maybe he has some basic advice, or maybe he can take that 3 seconds to ask his boss (a fellow named Trevor). He says neither of them knows anything about it, so he can't help me. He won't even look into my individual account to see if Acanac servers are being hammered by my very persistent modem. He advises me to send them an email. See above for how productive my online discussions with this company have been.
I ask again, very politely, if he could take a look at the account.
Tech: "No. And I don't want to deal with this issue anymore." *loud click*
That's a quote.
I told a few fellow Montrealers (all of whom are jumping the HMS Sympatico this month) about my brief experience with Acanac. The reaction ranged from chuckles to awe. That just about how I feel too. No one I know is switching to Acanac after hearing this story, to be sure.
Thanks for the trial account though. It was certainly instructive. |
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Acanac Inc
Premium
join:2007-03-05
Mississauga, ON
| Hello,
First let me point out nobody seems to be having this issue. It is not normal unless your username and password is incorrect. I believe i have requested to have it PM'd to me a few days ago. Has this been done? Sorry but I can't find it so if you did PM me again with it and I will check it.
Furthermore " I was getting a busy signal sometimes; " . NOt sure what modem does this but i would strongly check a dsl modem that gives you a busy signal.
Our network isn't busy or congested in any way. Simply your username and password do not work. Our staff can't help because they do not have the tools. These free accounts are not normal in their setup thus they can't even see them on their system. For free logins you must go through myself and paul.
Waiting for your reply.
Sandro H.
»www.acanac.ca |
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fiestaware
join:2008-01-07
·Bell Sympatico
·Acanac
| Way to gloss.
I've said everything I need to say about the technical issues. You guys have behaved lackadaisically at best on that subject.
I guess you find the sort of (prospective) customer service quality mentioned above to be acceptable? Your techs get to treat people like jerks - no problem?
I've already chosen another company. Their servers responded to my modem without a problem, their speeds are as promised, and their representatives didn't talk shit to me when I called.
That's not a crazy progressive business model, you know? |
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