Submit a Reply / Update

Reply to:	CIK Telecom Inc The sticker price for this Internet is low, but how much do you value the hours of your life? If you are lonely and want to spend hours on the phone with your telecom company because they did not deliver items as promised, CIK Telecom's services may be for you! I would argue that they do not offer Internet service so much as infinite loop of call transfers and your leisure time. YES, the monthly fee is low but you pay the difference upfront in the form of an "installation fee". Here are the facts of my life since I thought I was going to get Internet from CIK: Weeks from time of order to "successful" installation: 6 Minutes on the phone to CIK explaining to them their mistakes: 600+ Number of phone calls to CIK over six weeks: 25+ Number of calls with polite but useless people: 10 Number of calls with people who seemed to understand me AND know what they were talking about: 4 Average number of transfers per call: 6 GB of mobile data used during three weeks when Internet was promised but not delivered which would have not otherwise been used: 4 Trips to the Post Office for installation: 2 Time in-between packages: 7 days Time I was charged for when no Internet was received: 10 days What I love the most about this company is the agents special talent of diverting the conversation and not handling the issue. Transferring you back and forth between technical support, customer service, and sales. Also some of the agents that cannot understand you unless you repeat back to them verbatim what they just said almost like they can hear you and they recognize the sounds you are making but they don't understand they fit together in a sentence or the past, present, or future tenses. One girl actually told me that the problem with my Internet (which I had told her the equipment hadn't arrived) was that I needed to press the 'ON' switch. I was able to have some success through email. For example when one man called me and asked if I wanted to set up a new account-- This was 20 calls deep into "Where's my Internet Hardware" and I said no and then he said okay then and hung up. I afterwards emailed customer service and they were able to tell me that he was supposed to tell me that my new hardware was shipped and that a technician from a third party was coming to look at the lines in two weeks time and to confirm the appointment time worked for me. Cost to me for 6 hours of service: $89.50 ("installation" fee) + $57.11 ("service" fee) + $134.40 (spent on phone data - without streaming - I would not have used had I had home Internet when promised) + $33.60 (money used to buy minutes that I had to use to talk to CIK Telecom) This does not account for transportation to and from the post office, the hours of my life I can't get back, or all the unnecessary stress. Your experience may be different in another city such as Vancouver. They have two offices in that city and they can dispatch their own technicians. Your experience may be different if your comfortable speaking the language that they conduct business in. Although I speak three languages, of the languages they offer service in, the only one we have in common is English. If you wish to conduct business with them in English, I recommend email. I would like to see this company revamp their practices because I see some great potential. Although my experience was very negative, I think that it may have to do with growing pains rather than the collective competence of the company. If the company were to look at this review here are my recommendations: - Reduce call transfers empower your agents to do level one tech support, customer service, and sales. Only transfer calls for advanced issues. - From day one: it is better to under promise and over deliver than to over promise and under deliver - Have issues resolved in one call. - Have new agents work through email instead of over the phone so that they can ask questions without frustrating the customer. - Advertise primarily in the language that you conduct business so that you may attract customers who speak your language. I'm not sure if this is allowed. But, It should be. It should be very clear and heavily advertised in your language(s) that are most of the agents first language. That way you can attract customers that are right for you. I feel like if I were speaking your common language things may have been easier. I wish I would have known that so many of your agents struggle with our shared common language.
Name:
Email:
Subscribe to Newsletter:	Yes   No
Notify me of replies?	Yes   No
Comment Reply: