Comwave Communications INC. IT IS A Pakistani International Technology Company operating in Toronto,ONT, Canada
Internet Telephone - Complaint
This company has been operating in Toronto for about 10 years promising
low cost VoIP phone service in USA and Canada.
The Comwave company has its base in Pakistan and operates there in many cities and regions in Pakistan.
North American branch of Comwave is registered under
Comwave Communications INC.
and its address is reported to be:
61 Wildcat Rd., Toronto, Ontario M3J 2P5
Tel 416-663 9700 www.comwave.net
Comwave business practices in Canada seem to be on the edge between
minimally legally acceptable and fraud and deception.
Main business of Comwave in North America is selling low cost telephone service using VoIP internet technology.
North America (USA and Canada) offers Pakistan Technology Company
almost unlimited customer base.
Comwave advertisement campaigns appeals to wide spectrum of lower and middle class people who are searching for ways to save few dollars here and there on TV, Telephone, Internet etc.
Signing up is easy. Just make one toll free phone call and start saving $$.
Well trained sales agents are polite and give you impression that you are in good company. Problem is that they have incentives to convert every caller to a customer and they withhold critical information
from callers. They will agree and promise everything that they sense you want to hear.
No contract, 6 months free, free testing period, quality telephone service, 24 hours 7 days a week Customer Care and Technical support. Try it with no obligation etc.
The moment caller gives personal details and opens an account he or she is told that Comwave will send them a device that they will have to connect to their Modem and will be able to start using their new lower cost phone.
Problems with phpone and connection started about 5 weeks after signing up.
Its at this moment that myself and many others discover serious problems not just occasionally but very frequently during each day. The quality of telephone service will vary from poor to extremely poor with short periods of total disruption of telephone service.
People complained that they cannot understand that words were fragmented, long pauses, static noise, ECHO while on the line.
Trying second time it worked for few minutes and the same problem started again.
Comwave technical support will advise you to disconnect your Comwave device and Internet and wait few minutes and reconnect it again and they say: PROBLEM will be solved.
Unfortunately it may be solved only for few minutes and then you have to repeat this procedure which they call "DEVICE RESET".
I had to do this RESET many times during each day I was with Comwave.
I picked up the phone and there was no dial signal. Then after resetting device I got a dial signal but when I dialed the number I did not hear ringing.
Incoming calls were going directly to my Voice Mail box without and notification. The only way to hear a message was to go to my email address. Simply said. Total disaster.
To call tech support I had to go to my neighbor or a public phone
because my phone did not work. I met all requirements for having good reliable and quality telephone service.
1. High speed internet ( 10 Mbps)
2. Quality PANASONIC DECT 6 telephone.
All was working fine first 5 weeks.
When I called tech support repeatedly I probably was marked as a "COMPLAINER" and was put on hold for indefinite amount of time, periodically someone come and say: We are sorry for the delay.. please hold for few minutes and someone will be with you as soon as possible. Once I was waiting 93 minutes and nothing was resolved.
I complained and told them that I cannot continue with COMWAVE its just not practical and it is frustrating not to have reliable phone service at the house. I was told that that I am on the 3 years contract and I cannot leave unless I pay Early Cancellation Fee which will be calculated by the accounting department.
I was also told to give them more time. They are continually working on improving service quality. I said OK I will give you more time.
Then I was told to be at home that their specialist will call me to find what the problem was. He will solve it. I was told.
I had my Cell phone and my friend lent me MagicJack. Through MagicJack I could use my phone. Comwave specialist spent 5 hours
and during this period I was asked to reset my Modem and Comwave Device more than 10 times. At 10:20 pm we called it quit.
His report to the Comwave management was that the problem is in my Bell Canada Modem and my telephone. I was asked to change it and they have offered me their Modem and internet service to replace Bell Canada Internet service. for the monthly cost of about $54.00 plus installation and new modem which was close $300.00.
My Bell Canada Internet and modem worked perfectly yet they wanted to replace it with theirs by I think creating problem scenario to motivate me to buy their Internet and phone from Comwave.
I refused and asked repeatedly for closing my account because they are not able to provide service that they promised during the signing as a customer of Comwave. I was told that I will have to pay in full amount that is equal of 36 monthly payments.
When I explained that I was breaking the contract because the company failed to maintain the quality of service they are promising to customers.
Their reply was: Comwave is not responsible for quality of telephone service and poor service or disrupted service is not a legal ground for closing the account.
I am legally responsible to the Comwave to pay the full amount as if everything was OK. If I do not pay my account will be transferred to the Collection Agency and there will be additional penalty added to the amount with other consequences such as damaged credit rating etc.
Later, I was advised from some of my contacts with others to get a copy of a document titled:
(COMWAVE) LEGAL DISCLAIMER.
COMWAVE LEGAL DISCLAIMER. (15 printed pages).
In their Legal Disclaimer they declares that:
By signing for the Comwave telephone service customer agrees with
all Comwave terms and conditions.
This document is not mentioned or given to potential customers to read and sign.
Signing up and opening account is all done via telephone with sales agents spread all over in East Asia (Pakistan, Philippine etc).
Sales agents may have financial incentives converting callers to customer.
They promise anything and everything. They do not tell the caller the truth.
Example: Is there a contract that I need to sign?
Answer: No. There is no contract to sign. You can terminate your service anytime and you need to call customer care center who will be able to help you with termination of service.
Comwave legal disclaimer contradicts what sales agents say:
Legal Disclaimer states: Subscriber automatically by default enters into a 3 years contract. Termination of contract is not possible unless subscriber pays the amount calculated by the accounting department.
It further states that Comwave does not provide any telephone services. Comwave is only a marketing company for different manufacturers of telephone equipment.
It states that that disruption, discontinuation or poor quality of service does not give subscriber a ground for terminating service contract with Comwave.
Comwave has the right to discontinue and lock the service if subscriber has unpaid balance of any amount.
With the Legal Disclaimer as written, Comwave aim is to get maximum number of subscribers by promising everything under the sun, knowing that subscribers are locked into one sided 3 years contract by default and they will have to pay the amount worth of 3 years (36 months) regardless if they stay or leave by paying so called Early Cancellation FEE (ECF).
Comwave Pakistani executives see north Americans (USA and Canada)as a rich source subscribers who can be intimidated bu threats to pay Comwave for poor service or no service once they agreed to subscribe.
COMWAVE must be stopped.
They must be forced to present their TERMS and Conditions in writing and ask for signature as Bell and Rogers etc. There cannot be any exception for Comwave.
If person signs the Terms and Conditions which clealry says that Comwave is not responsible for quality of service,
penalty for Early Cancellation should be maximum 3 monthly payments.
With Legal Disclaimer Comwave executives believe that they have legal rights to extort money from dissatisfied customers.
When they have a guaranteed payments that equals 36 months regardless of service comwave does not need to care about providing quality of service.
They need to do everything to lure potential customers and agree to try it for free and then lock them into 3 years contract by default with automatic contarct renewal without him or her knowing it.
This type of business policies may be OK in Pakistan but Comwave Legal Disclaimer does not not place Comwave above Canadian laws for Consumer protection.
Affected Comwavce consumers need to organize and initiate a CLASS ACTION against business practices of Comwave. If they want to opearte in Canada they must hide their Legal disclaimers but present it in writing to every would be customer to read it before agreeing to sign up as subscriber of Comwave service.
We need to find "Investigative Reporters to write articles and produce videos about Comwave unethical business practice.
Only that type of organized action may lead Comwave to change its policies and practices in Canada and USA.