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Review by cadm18 
UPDATED: 242 days ago
member for 307 days, 2 visits, last login: 242 days ago
 Gatineau,QC
 $35 per month
 "None."
 "Bad Customer Service, Bad VP, Bad Everything overall. Will do anything to take your money."
 "STAY AWAY!"
| Pre Sales information:
Install Co-ordination:
Connection Reliability:
Tech Support:
Services:
Value for money:
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Not even a day into service I am cancelling. Signed up for service last week with "Phil". 'Phil' informed me that they offered 60gb download limit so I agreed and signed up. He then told me that since I was a previous videotron customer I had to purchase one of their modems as Videotron is the only company that "locks" their modems. What a bunch of crock. Then he proceeds to tell me that I Videotron does not allow their customers to disconnect their modem on their own so they will send a technician. They set up a date and time being 9-12 on a Saturday. Here I thought that went somewhat smoothly. I was impressed when the modem then arrived promptly that week. (I live about 5 minutes away from where it was delivered)
I then receive an email from 3Web on the Thursday that my internet was now active. I go online to check my account and see this blurb:
How do I monitor my High Speed Usage?
Customers using our High-Speed and or Home Phone service should note that Videotron imposes extra charges for bandwidth usage above certain limits. These fees apply to both CIA and Videotron customers. The pricing schedule that Videotron uses for all customers and which we will pass on to ours is:
$7.95/Gigabyte for usage above 20 Gigabytes downloaded and 10 Gigabytes uploaded up to a maximum of $30 additional to your regular subscription fees.
Please use the provided link to monitor your usage on a monthly basis starting at the beginning of every calendar month to the end of the month. Usage will be pro-rated from the day you sign-up to the end of that calendar month
I then call 3Web to confirm it is still 60Gb since that was what was confirmed to me at sign up. The agent says to me good question then proceeds to type everything out and told me someone would contact me within 24hours I also asked if there was any note on the file about a $20 discount I was supposed to receive (I called a few months earlier to sign up and was told since I didn't want to purchase the modem they would give me $20 off the cost. When I signed up again this time "Phil" assured me since he couldn't adjust the price of the modem he would apply it to the first month. When I inquired about that as well the agent told me he did not see notes on this but would send it as a separate ticket and someone would contact me within 24hours.
NEVER HAPPENED.
Here I sit at 2:30pm still "waiting" for that technician to show up. NEVER HAPPENED EITHER. I installed it myself in the end which had I known no one was coming I would have done before. How nice.
I call 3Web and after waiting about 40 minutes on hold I reach "Mark". I explain my situation to "Mark" who then proceeds to tell me I didn't need a technician and that the agent would have never said that and he must have been wrong. His exact words "Sorry you lost 3 hours of your life, I already said sorry what else do you want to me to say? You can't get them back so can we talk about anything else you might be having issues with?"
I explained again how inconsiderate it was but I move on, then explain to him that someone was supposed to get back to me to at least confirm it was 60GB limit. He then tells me nope, it's 20GB. Sorry. Nothing I can do but he then tells me "Hey, you got service now, what else do you need?"
I tell him as well it would be nice if someone tells you they charge you 22.54 to ship something 5 minutes away. He explains that that's just the way it is.
I ask to speak to a supervisor and of course, he tells me he is one. So I ask is that how you treat your customers, he says well, what else do you want me to do? You have your service and to me, there are no more issues to deal with here so you should be happy. I ask to speak to someone else, he refuses then continues to talk over me and raise his voice telling me that no one else will tell me any different and he knows for a FACT that accounting won't change anything on my invoice so there was no point in talking to anyone else.
Saddest part of the call: When I ask to speak to someone who can cancel.. he replies with:
"I don't see why you would want to cancel at this point."
REALLY?? Get a clue people. I hope you go under sooner than later and avoid making anyone else fall victim of your joke of a company.
Below is the shipping charge and oh yeah, my "$60 flat modem fee"
**UPDATED**
Had to send email to VP to which he replied right away and was very curious. Informed me that they of course had a 30 day money back satisfaction promise and I would be reimbursed back "Every cent". I believed it. He then told me he would forward the info and his service manager would call me to process my refund.
In his exact words:
"Its not an excuse, our agents should be knowledgeable about the products and service; I'm just hoping you believe me when I say it was an error and not a bait and switch.
Cybersurf has a 30 day money back guarantee policy, and thus there is no question you will be reimbursed every cent; I will arrange for our service support manager to contact you no latter than Monday."
He called, we talked and he empathized with me. He then went ahead and told me to leave the refund process to him it would be done for everything.
This was in January. Now being March I look to see if maybe on this statement something would appear about the refund. Nope! But I did get a great surprise to see they had charged me for Febrary as well.
I emailed the service manager who told me he no longer worked there so he gave me the name of his replacement. I emailed his replacement who passed it on to a cust. service rep. No reply. I followed up and the rep tells me they were refunding half the amount back. I emailed the rep back and told him it was incorrect, they owed me the modem, the shipping and the two months they had charged me on my CC. I copied the VP who to all this is MIA of course when things obviously are uselessly done with this company. Promises he made? Just like a politician. False.
So to the email I copied the VP and the service manager on I now get a new email from a new "rep" telling me they would refund me the full $117 except they owe me $150! What a joke. How many monkeys does it take to do something right the first time? All that for $150. I guess they need every cent they can take from you.
Goodbye and good riddance. STAY AWAY! CROOKS!
Followup comments:  
Oinktastic
join:2005-08-24
Scarborough
 ·TekSavvy Solutions..
 ·3 Web
| I gotta admit, that's pretty bad... I'm getting sick of companies having completely separate departments and sales reps who cannot communicate with each other. The point of having computers, to access your information, is completely lost if they're not actually able to use the software to anyone's benefit.
I'm not sure what this software looks like myself, but I would expect it to have a place to save notes and keep track of your complaints and your current situation. Besides keeping track of your personal information, this would be the main reason for their staff having computers in the first place, I would assume. Maybe that's too much to ask for.
Now whether it's a problem with the rep/software losing your information or if it's just the salesperson flat out lying to you is a different matter. In any case, something should be done about this constant miscommunication and these random charges that drive customers crazy and onward to another company.
Having said that, I'm using 3web in Toronto Ontario where there's no cap that I'm aware of. Many years ago when it was first activated, I was given correct information and didn't have to go through hell to get the connection set up. The billing was also done correctly and I actually have never had a reason to call in since then. This is why I'm still with them.
If I had to do it again today, it might be a different story. I just want to assure people that there are success stories with 3web/Cybersurf/CIA amid the painful ones... :P | |
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Anon_Namer
@videotron.ca |  Re: I gotta admit, that's pretty bad...
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Oinktastic
join:2005-08-24
Scarborough
·TekSavvy Solutions..
·3 Web
| Re: I gotta admit, that's pretty bad... said by Anon_Namer :
I doubt it. The negatives with the company far outweigh any positives by a long run. Take a look at the number of negative reviews and what people are complaining about. They can't all be wrong can they?
You doubt what? I'm telling you I'm personally using it and happy with it. I'm not paying robbers $15+ more per month for virtually the same service.
I've seen the reviews and I can imagine those things happening, but my experience hasn't been negative.
I've experienced very few of those issues myself... that's all I wanted to put out there. | |
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