| rev:text
| - I love starting my Thursdays with a complaint to the Better Business Bureau.
Seriously... I get my coffee and toast, sit down at my desk, open the window to feel the cool spring breeze on my face and take a deep breath before I issue a formal complaint to an ombudsman. It really gets my hyped up to face the rest of the day.
Acanac has what is possibly the worst customer service I have ever experienced in North America. Their actual DSL is fine.
The good:
- Their DSL service was fine; for the year I had it it worked. The speeds weren't out of this world, but they're at the mercy of Bell and... it's DSL, really what do you want. The service is fine, nothing special, not outstanding.
The bad:
- It took over a month for me to get their service setup when I first ordered last year. This is a long story that doesn't matter, but it boils down to Acanac thinking there was 2 phone lines in my house and there really weren't.
- The result of the installation issue was that I had no service for almost a month, and that their original quoted rate almost doubled because I ended up having to buy business service from them because they messed up the phone line referenced above. Whatever.
The Horrible:
- They renewed my service automatically, doubled the price for the 2nd term and did not send me a notice prior to renewing it. They charged almost $700 ($677.17 to be exact) to my credit card without my authorization or agreement and sent me an invoice after it was already done. This is in the terms and conditions that I agreed to last year, so it is legal, but I feel it is unethical not to send a renewal notice until after you have already charged someone. It's a shady bait and switch business practice at best and I am extremely unimpressed.
- I called to cancel (obviously) and guess what... there is no billing department. You cannot talk to anyone in billing. It is NOT POSSIBLE to speak to a person. You can ONLY correspond with them via email, and a different person responds to your email every time. WTF?
- The people responding to the emails did not have acceptable written English skills and it took over 20 emails back and forth to work out that yes, they would in fact cancel my service and issue me a credit which might be processed in 10 days. WTF?
- Since no one was taking ownership of my ticket and it's not possible to speak to anyone about a billing or cancellation issue (I assume because the customers are very abusive due to the aforementioned unauthorized credit card charges in excess of six hundred dollars, they don't want to subject any CSRs to what I can only imaging would be the worst job on earth) I Googled "Acanac Complaints" and found a number of forums where the staff participated as clearly branded Acanac employees. So I made an account at dslreports and PMd the Acanac user. Who wrote me back almost immediately. So I had to go to a third party forum and contact Acanac via private message to actually reach someone who would give me an update on the status of my multiple tickets. WTF.
- While I was on the forums, I noted how blatantly rude and condescending the Acanac staff were to the forum users who were complaining about their service. They are combative with people who are upset about their lack of customer service.
- They only have telephone tech support during the day, and if you have a problem after hours you have to email their tech support group (if you somehow have email, when your internet isn't working....wtf?) Anyone you email is offshore, I can tell this by the time of day (night) they respond and their poor English. This is particularly irritating to me because they bill themselves as a Canadian company, but don't have Canadians handling the email support.
In summary... this has been the worst customer service experience I have dealt with (outside of United Airlines) in North America. I cancelled both of my accounts because of this and went to a more expensive service provider who has better customer service. I used to recommend that people try Acanac (I personally signed up 3 people and had 2 accounts [one for my sister]) and now I am going to badmouth them to anyone who asks or cares to listen.
If your company has a C+ BBB rating, you are probably pretty shitty.
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WTF count in this review: 4
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