ACN Complaint - Waste of money!
MONTREAL, QC, H3B3K3 CANADA -- Hi,
Let me explain to you the awful experience I have had with this company (ACN)...
I purchased a video phone back in September of 2010, costing $250.
I bought it so that my family that live in a different province to us could see my new born baby.
Since having the phone I have had nothing but complaints from my friends and relatives about the connection. Here are some of the complaints:
1. Very bad Echo.
2. Beeping noises.
3. Hard to hear, sounds like I'm calling from Timbuktu!
4. I will be having a conversation for 10 minutes or so and suddenly be cut off from the person I was talking to and a voice comes onto my speaker phone saying 'The number you have dialed is not in service' (Kinda weird when I had just been speaking to the person).
and so on.....
I have made calls to ACN regarding these faults/problems at least 5 times. I would call more, but I have a newborn baby to care for so its hard for me to spend 1-2 hours on the phone with ACN trying to figure out the problem.
Every time I call, they get me to go to my computer and run tests to see if there is a problem with my Internet. After doing this (every time I call), they agree that its not my Internet that's the problem. Still nothing gets resolved.
I final got transferred to customer service as the technician said there was nothing else he could do.
After spending another hour or more on the phone to the customer service representative she informs me the only thing they can offer me is to change my phone to a land line. I told her that was not what I wanted, I wanted a video phone for a reason...so that my family could see my baby. I asked more than 5 times for ACN to send me a replacement phone and I would send back the faulty one. She denied me!.I was appalled with the lack of care and concern that she had therefore I requested that she cancel my service.
Not only would she not replace my faulty phone, she then informs me that I would have to pay half the cancellation fee which would be $170. The woman had me to tears. I am a stay at home mother with a small income and don't have $170 to hand out that easily.
In any case, my question to her is 'why should I pay a cancellation fee for something that you people at ACN can't resolve, and why are you not refunding me my $250 for a phone that clearly isn't working as you advertise?
I obviously told her how disgusted I was and that I'm appalled with the way this has been handled. I asked her 4 times to put me through to her supervisor and after informing me that she was the supervisor I asked to speak to the manager, she said she couldn't do that.
I am absolutely furious with ACN. Listen to me people....
... My rights as a consumer indicates that you legally have to reimburse me for the 'Faulty' phone!!! And how dare you try and charge me for a cancellation fee for something that isn't my fault...its yours!!!!
ACN is a disgrace as far as I'm concerned and I don't ever want to deal with them again! SHAME ON YOU! for putting me through this.