• Report: #468069

Complaint Review: ACN - American Communications Network

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  • Submitted: Thu, July 09, 2009
  • Updated: Wed, November 07, 2012

  • Reported By:Fremont California
ACN - American Communications Network
1000 Progress Pl. Concord, North Carolina U.S.A.

ACN - American Communictions Network Poor service, restrictive contract, exorbitant cancellation fees, terrible technical support Concord North Carolina

*Consumer Comment: I agree they are a rip off and don't care

*General Comment: I agree they are a rip off and don't care

*Consumer Comment: Not a good deal for this consumer

* : You Must be the "Lucky Few"

*Consumer Comment: Inaccurate and exaggerated Mumbo Jumbo about ACN

*Consumer Comment: Inaccurate and exaggerated Mumbo Jumbo about ACN

*Consumer Comment: Inaccurate and exaggerated Mumbo Jumbo about ACN

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Summary:

The quality of service ACN's representatives has been horrible. ACN locks you in with ridiculous up-front costs and EXORBITANT cancellation fees. Through ACN's bumbling, they stole another person's phone number, cancelled my parents previous phone service, and disconnected their DSL. Now they have neither phone service nor internet service.

Details:

My parents signed up for ACN in late April of this year. They were attempting to transfer their existing phone service (AT&T) over to ACN's new videophone service. ACN informed them they would have to change their satellite TV provider, Dish Network, as that was bundled with their phone service.

Unfortunately, ACN made a mistake on the application form - the data entry person screwed up the phone #, so the phone # that ACN activated wasn't my parents current number. ACN actually stole somebody else's phone number, which cancelled that person's service. That person had had this number for over 20 years and used it as a FAX for a home-based business. She called my parents and was terribly unhappy at what had occurred. This was ACN's fault.

My parent weren't aware of the problem until late May. They received their phone and were ready to get going, but it didn't work because the phone number they input wasn't accepted. After multiple calls to ACN technical support, the phone number error was finally discovered. The rep told my parents that it would take up to 45 DAYS to correct the error.

In late June, ACN was finally ready to remedy this. My parents authorized ACN to terminate their local phone service (AT&T) and switch over to ACN, with the correct phone number this time. They were sent instructions on how to activate their phone with the new phone number. This required a firmware upgrade, a terribly convoluted process.

My parents were unable to complete this process and called ACN technical support YET AGAIN. Turns out that when ACN cancelled my parents AT&T service, AT&T also cancelled their DSL. The ACN rep didn't inform my parents that this might happen. The technical support person told my parents that they would have to restore DSL before they could activate their videophone (obviously).

Also, at this same time, my parents discovered that ACN had sent them the WRONG INSTRUCTIONS for performing the videophone firmware upgrade - they received the instructions for an earlier version of the phone. Yet another example of ACN's bumbling incompetence.

My parents decided that they didn't want to stay with a company that had failed miserably for TWO MONTHS to get their service running. Then the ACN contract hammer came down - they would be forced to pay $200+ dollars to terminate their contract early. And this is after my parents have gotten NO SERVICE WHATSOEVER.

My parents FAXed the ACN termination group with their displeasure. A deadline passed yesterday for ACN to respond, so I am helping my parents advertize the fact that ACN permits such shoddy work and incompetent technical support to occur in their name. Shame on ACN!

Jasontiller
Fremont, California
U.S.A.

This report was posted on Ripoff Report on 07/09/2009 07:16 PM and is a permanent record located here: http://www.ripoffreport.com/r/ACN-American-Communications-Network/Concord-North-Carolina-28052/ACN-American-Communictions-Network-Poor-service-restrictive-contract-exorbitant-cancel-468069. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
0Author 7Consumer 0Employee/Owner
Updates & Rebuttals

#1 Consumer Comment

I agree they are a rip off and don't care

AUTHOR: dcdc - (United States of America)

you can tell the person that left the response did not read the comments.  I was a rep for acn.  My experiences when acn was the one providing customer service has been POOR.  I have no problem completing a two year commitment.

My issue is with how the treat you when you want to cancel.  Since I was a rep I called numerous times for various issues and it always was very time consuming and irritating.  Many times I had to get my RVP involved to try to fix the issue.  

When I wanted to cancel my direct tv services, i was able to give them a date 3 weeks out and they turned if off on that day.  I did not have to call on that day to cancel.  Same thing with AT&T when I switched to acn phone service, I picked the day to turn it off. 

SO WHY CAN'T ACN handle that?  You have a two day window to cancel or you have to wait another month.  They are so backwards and give such poor service.  I tried for months to defend them and now I am telling of my experience as a customer and rep.

I stand by my statement - If you order products from them - DO NOT DO PRODUCTS WHERE YOU ARE BEING SERVICES BY ACN.  Only order products serviced by others like verizon, sprint or direct tv.  
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#2 General Comment

I agree they are a rip off and don't care

AUTHOR: dcdc - (United States of America)

My experience was similar.  DO NOT  believe what the rep said.  i was a rep three years ago and had almost the exact experience.  They ripped me off for the website - kept charging my card after I did not renew, had to fight the charge back process and show they refused to provide access to the services.  So I was able to get my money back.  My phone service for AT&T same had no phone for a week.  I am back with AT &T after they failed to tell us that the price did not include taxes.  So my "cheaper" bill was $25 more than what I paid for with AT &T.  Then for my digital phone they wanted to charge me $90 to cancel one day early when my 2 year contract ended.   Then some "customer service" person charged my card for 10 times for the month on that phone freezing it and leaving me without a card. Then the supervisor said that they would look into giving me the $800 back after 90 days.  RUN RUN RUN from buying anything from them where you need to sign any kind of contract where they will take care of you.  I said that because I also ordered a cell phone and since Verizon took care of me I had no problems.

I would file a chargeback for the early termination fee based on fraud and services not provided- they did not provide you any services within a reasonable time frame.
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#3 Consumer Comment

Not a good deal for this consumer

AUTHOR: MoniqueA - (Canada)

I've had ACN for 4 days so far - but we have not had fully working service for more than a short time on any of those days.

On day one, we could receive calls but not send them. I still had a "dial tone" on my previous landline that we'd had with Bell Canada. I called ACN regarding this problem twice, and spoke with 5 different people, before someone understood the problem. At this point we could originate a call on our ACN video phone, but could not receive one.

Day 2 we no longer had a dial tone on our Bell Canada line - indicating that the phone line had been transferred. For a brief moment in time, I could both originate and send calls.

Day 3, all h*ll broke loose. Suddenly, we could not originate calls - the connection would immediately be dropped when the other person picked up. Because we do not have any other kind of phone here, I called my husband at his workplace (I am a writer and work from home - but am a project manager and IT professional by trade), and had him try to get things resolved. Thank heavens he is an IT professional too. He made 2 calls - but finally got someone who seemed to understand that our problem was that we could dial a call and actually have the person pick up the line at the other end, only to have the call immediately disconnect. We were told how to return the phone to factory settings so that the phone would download any new software. We did that. 

Again, for a brief moment, it appeared I could make calls and stay connected, while also being able to receive calls. 

Day 4 I tried to make a call - only to have the call immediately dropped again. I called customer service using Skype this time - and received a message that customer service was now closed for the holidays! (This was 10 am on December 24th). Then I tried technical support - and discovered that, despite a phone system that queues consumer calls, I was getting a busy signal! In other words, tech support was completely overwhelmed by calls - which was not a good sign. 

That's where we are now. I have no idea how we will end up with a working phone - and now it is late afternoon on December 24th and we are without phone service (unless someone calls us). 

My husband - another IT guy - is now trying to trouble shoot this thing at home with whatever he can find on the internet. (Thank heavens our internet provider is *not* ACN). 

Nothing is a good deal unless you get good service for your money. Part of how this was sold to me (by a trusted friend) is that I'd get to deal with a "real person" for customer service through ACN. So far, that hasn't been any kind of advantage. 

I'm not a rep for the company. I don't care that the company is MLM per se. All I wanted was a good product and good phone service - which is what I was told I would get, and for less money than I pay now. So far - this has not been true. I haven't received the great customer service that I was told about. In fact, this whole process has made me appreciate my Skype account even more - and I'm wondering why I didn't just upgrade it for all my long distance and stick with a traditional landline phone for my local calling. 

Seems it would have been less headache. 
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#4

You Must be the "Lucky Few"

AUTHOR: Pam - (U.S.A.)

Are you sure you don't work for ACN?  I haven't met on single person myself that had a great service and is not involve with ACN as a rep?  I was a consumer first, just to see how they would treat me before I sign up as a rep.  Needless to say I never signed up.  As a matter of fact, the person who signed me up also cancelled (he was a rep).  He didn't get quality service from the company either. 

Talking about patience?  I'm in the business of customer service myself.  Every time I called them it took 45 minutes at least to speak to someone.  I don't know if that has changed, I was a customer last year around October '08.  They tried to explained everything to me , I was patient with them.  Two months later, my phone still didn't work.  They told me it was my modem.  They told me I needed to get a new one and I told them that was not mention before I signed up.  It just said I need certain speed of internet, and I had DSL.  A lot of little things went on and ACN was not able to resolve the issues.  They want the consumer to buy stuff to work with their system, that I really feel they should provide. 

Unfortunately, I was not happy and had to cancelled.  They are still sending me invoice till this day, which I just ignore.  I'm happy for you!! You "Lucky Few"

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#5 Consumer Comment

Inaccurate and exaggerated Mumbo Jumbo about ACN

AUTHOR: Mitch - (U.S.A.)

I will Attempt to address each paragraph as the writer babbled on.. First there are no up front fees for any products or services. Like any Major telecommunications company your credit is checked.. If you are a risk and not credit worthy ACN has been known to charge a security charge which goes towards your last month or months invoice depending on the amount of the fee. Next early termination fees are completely legal and standard with just about every company ACN is in partnership with. Every wireless carries, Satellite provider and Home Security Company all have Early Termination fees. READ WHAT YOU SIGN, and abide by it.
Anything that has to do with technology requires that the end user have patience. I think you would all agree glitches are common and patience is a virtue. Problems can be resolved and mind set is Everything. If you approach it calmly it will be handled calmly, which usually speeds up the process and resolves matters.
I have been with ACN for 9 months, I have not had any of these issues. I currently use The Digital Video Phone and 20 other friends , family and business partners use it as well. IT WORKS GREAT!!
I have more dropped calls with my Cell Phone then I have issues with Products and Services I am currently using through ACN..which happens to be TWo Aircards, Direct Tv, ADT Home security and Digital Video Phone Service. All were installed with professionalism and in a timely manner.
Technical Support has been a lifesaver, competent, friendly and they work on the issue until it is resolved.
If your Nice when you speak to them I'm sure they will do there very best, If your a Jerk _ _ _
why would anyone want to do anything for you.
ACN A GREAT COMPANY "ONE WORLD, ONE VISION" WHORAH!!!
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#6 Consumer Comment

Inaccurate and exaggerated Mumbo Jumbo about ACN

AUTHOR: Mitch - (U.S.A.)

I will Attempt to address each paragraph as the writer babbled on.. First there are no up front fees for any products or services. Like any Major telecommunications company your credit is checked.. If you are a risk and not credit worthy ACN has been known to charge a security charge which goes towards your last month or months invoice depending on the amount of the fee. Next early termination fees are completely legal and standard with just about every company ACN is in partnership with. Every wireless carries, Satellite provider and Home Security Company all have Early Termination fees. READ WHAT YOU SIGN, and abide by it.
Anything that has to do with technology requires that the end user have patience. I think you would all agree glitches are common and patience is a virtue. Problems can be resolved and mind set is Everything. If you approach it calmly it will be handled calmly, which usually speeds up the process and resolves matters.
I have been with ACN for 9 months, I have not had any of these issues. I currently use The Digital Video Phone and 20 other friends , family and business partners use it as well. IT WORKS GREAT!!
I have more dropped calls with my Cell Phone then I have issues with Products and Services I am currently using through ACN..which happens to be TWo Aircards, Direct Tv, ADT Home security and Digital Video Phone Service. All were installed with professionalism and in a timely manner.
Technical Support has been a lifesaver, competent, friendly and they work on the issue until it is resolved.
If your Nice when you speak to them I'm sure they will do there very best, If your a Jerk _ _ _
why would anyone want to do anything for you.
ACN A GREAT COMPANY "ONE WORLD, ONE VISION" WHORAH!!!
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#7 Consumer Comment

Inaccurate and exaggerated Mumbo Jumbo about ACN

AUTHOR: Mitch - (U.S.A.)

I will Attempt to address each paragraph as the writer babbled on.. First there are no up front fees for any products or services. Like any Major telecommunications company your credit is checked.. If you are a risk and not credit worthy ACN has been known to charge a security charge which goes towards your last month or months invoice depending on the amount of the fee. Next early termination fees are completely legal and standard with just about every company ACN is in partnership with. Every wireless carries, Satellite provider and Home Security Company all have Early Termination fees. READ WHAT YOU SIGN, and abide by it.
Anything that has to do with technology requires that the end user have patience. I think you would all agree glitches are common and patience is a virtue. Problems can be resolved and mind set is Everything. If you approach it calmly it will be handled calmly, which usually speeds up the process and resolves matters.
I have been with ACN for 9 months, I have not had any of these issues. I currently use The Digital Video Phone and 20 other friends , family and business partners use it as well. IT WORKS GREAT!!
I have more dropped calls with my Cell Phone then I have issues with Products and Services I am currently using through ACN..which happens to be TWo Aircards, Direct Tv, ADT Home security and Digital Video Phone Service. All were installed with professionalism and in a timely manner.
Technical Support has been a lifesaver, competent, friendly and they work on the issue until it is resolved.
If your Nice when you speak to them I'm sure they will do there very best, If your a Jerk _ _ _
why would anyone want to do anything for you.
ACN A GREAT COMPANY "ONE WORLD, ONE VISION" WHORAH!!!
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