Review by (hidden by request)
(review was emailed from domain live.com)
lodged 1.4 years ago
 N2J4G
 $40 per month- (12 month contract)
 "The offers on their site is good" "Their customer service quality and support is the WORST" "I will not recommend them to anyone"
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings below consensus)
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I have been a DSL client of Acanac for 2 years. I called in and spoke to their sale department about changing my DSL service to Cable since my 1 year term was up. The sales person on the phone clearly said that there will be a (DSL) modem refund and I will qualify for the free phone service if I upgrade/sign up for cable service even though I was a DSL client.
After I signed up and activated the cable service, which took 16 business days to activate (their site promises a 7-10 business day refund), and signed up for the phone service online, billing department emailed me that I said that I don't qualify for the phone service and they won't take the DSL modem back. There customer service is the worst. They take the money and take forever to reply to any email. I would not recommend Acanac to anyone. Switching to a different provider.
Comments:
 LynnPremium
join:2011-08-11
Trenton, ON
kudos:7 Reviews:
 ·Cogeco Cable
| Acanac, Inc. I am not sure why the agent told you that. it stated right on the order form "Modem Info :"We are now charging $49.95 Canadian for all DSL modems. We do provide a full refund for the modem if cancellation is made within the 30 day no obligation period. "
It is usually 7-10 days from the time your order is processed but we DO have to wait till Rogers send us the install date and unfortunately there is no way for us to hurry that up. | |
|  | | | Re: Acanac, Inc. Frankly, with due respect, that is crap rhetoric. Acanac is by far the worst company I have ever dealt with. They sent me the wrong modem, never got the service going, after 3 weeks I finally got someone to cancel the account and now they are keeping the activation fee and the modem fee. They don't refund any modem fee, period.
Anyone out there considering Acanac, go elsewhere. They will take your money but NOBODY from accounting/billing will ever talk with you. It's all email based, 4:00 am emails, multiple tickets opened up and the best part is you are supposed to communicate this way with no internet. If you want details, you can PM me and I'll be happy to give you specifics.
I'm gone. I just don't want to see anyone else buy this stuff about good customer service. | |
| | | LynnPremium
join:2011-08-11
Trenton, ON
kudos:7 Reviews:
·Cogeco Cable
| Re: Acanac, Inc. Sorry but not crap but you are entitled to your opinion like anyone else. I am sorry you had problems with the service and I can't speak for billing. They are the ones that make the decisions on refunds.
If you opened multiple tickets right there is one problem. It is supposed to be one ticket and you wait for a answer and then respond so they have all the information on one place.
As far as the customer service goes we have over 1000,00 customers that seem to be quite happy with the service. I am sorry you had problems but with time anything can be solved. | |
| | | | | | | | | | Re: Acanac, Inc. said by Lynn:As far as the customer service goes we have over 1000,00 customers that seem to be quite happy with the service. I am sorry you had problems but with time anything can be solved.
Thanks for deleting that post, I meant to say:
The intelligence of its staff is probably a good indicator of the overall quality of the company.
And that certain "staff" isn't very bright. | |
| | | | | LynnPremium
join:2011-08-11
Trenton, ON
kudos:7 Reviews:
·Cogeco Cable
1 edit | Re: Acanac, Inc. Well that is a bit harsh but like I said you are entitled to your opinion as well as everyone else. Not sure what staff you are talking about but if it is one of the agents who did not understand, do you have her/his name because it might be just a case of that agent is confused on something and needs a bit of uptraining in that area. It happens as there is alot to keep in your mind when the agents first start. Since you are only an anonymous message board user if you wish to register for the board and send me the name if you remember it i will check notes on your acount. | |
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| | | | Acanac is by far the worst service/customer relations/anything and everything I have ever dealt with in my entire life. Absolute incompetence in every aspect.
How can someone work in the tech support department for an ISP and not even know what a gateway is? Subnet mask anyone? Anyone?
At least she was nice and repeatedly called me 'Honey'. /sarcasm | |
| | | | LynnPremium
join:2011-08-11
Trenton, ON
kudos:7 Reviews:
·Cogeco Cable
2 edits | Re: Acanac, Inc. Well not sure who you were talking to but our tecs are trained in the basic trouble shooting. When you start getting into subnet etc.. you get transferred to second level tecs. I don't work in tec department so I know it is not me your referring to.
Your not going to get tec help on this message board so best thing to do is actually talk to a tec to get your problem solved.
Same advice for you. Since you are only an anonymous message board user if you wish to register for the board and send me the name on your account i will check to see what is being done for you. | |
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