d47574bd_s_Comments_for_CIK_Telecom_INC__Comment
[Date] Fri, February 27, 2015 [Rating] -1 [Service] cable [Location] Mississauga, ON [ISP Response/Comment] First thank you very much in supporting us in the past and let me explain to you what happened in our Rogers network. Our old customers using 18M, 25M unlimited cable internet were charged at 39.99$+tax from day one since 2011, there is no price change at all, even Rogers increased the bandwidth charge in 2013 40%. From October of 2014, we found out it doesn't matter how much capacity we added to network, we can not bring out network back to normal, as always have rush hour speed at night. From October to today, we increased total around 14GB capacity, monthly cost increased 200,000 per month to finally bring our network back to normal from Feb 20,2015. This is the real reason why we are increasing the price to those Rogers legacy customers, also new speed of unlimited 30M we also increased price to 49.99$ first year and 2nd year 54.99$. Without this price increase, we can not even afford to maintain our network in normal status. this is the reason of price increase. Even after this increase, our price is still the lowest in the market. For the old customers to upgrade the network, we always give the 2nd year price, not the promotion price. Because the first year actually we are giving big discount and we are actually losing money for the first year and hope we can make little money from 2nd year and all of our customers were new customers with promotion for the first year, we can not keep giving promotion price every year. As a company, CIK got a lot of customers because of our cheapest price, but we also need small profit to help the company running. So hope you can understand. If you have anything frustrating you and if we could help, you can contact our customer relation jack.don@ciktel.com. We do care every of our customers as 1st priority, we do not care those not even want to be our customers. It may be a new idea for you but we are too busy so we would rather spend time to help and communicate with our existing customers with 1st priority instead of spending times on trying to maintain good reputation. Actually about 1/3 of our new customers are from Referral. And our current support can only handle new about 3000-5000 new customers per month. Anyway, please feel free to contact us if you have any concern/questions if normal customer service/tech support can not help you. Thank you very much for using our service. Jordan CEO [Comment] 
Just before writing this comment, I noticed that their CEO said in one of his responses below that they only want to help REAL customers. As it�s my first time to learn this concept from a business man of classifying some of their customers as REAL ones, (does it suggest others as FAKE ones, even they all are actually paying them every month?), I suspect that I may NOT be regarded as a real customer by his standard, even with the fact that I have been with them for almost three years. The reason of my suspicion is very simple: I just never got any REAL help (sorry for borrowing the CEO�s word without his consent in advance) from their �customer service�, no matter whatever kind of problems I met during the past three years. In the three years, although instable network connection and fluctuate network speed annoyed me frequently, I�s been keeping with them based on a simple hope that they would grow better and a basic thought of avoiding troubles of changing ISP. But one of their recent policies crushed this hope and made my mind to leave finally: they decided to increase the price for old customers while continue the promotion of attracting new customers (the existing customer are not even allowed to upgrade their network using the promotion price!). Here, again, I learnt another new business logic: getting new customers is more important than retaining existing customers. However, it failed to convince me that a service provider with such �new� logic will be able to provide good services in long run. Normally I rarely comment, but I�m doing so here just because I�d like to remind others to think carefully prior to selecting an ISP due to that, if you finally have to leave them in future, waiting for you would be very painful process, which I�m unfortunately experiencing right now. As I�m seriously evaluating alternatives to settle my issue with them, I don�t want to articulate my suffering here but just to share the lessons I learnt: Never to be fooled by promotions, long term quality and services are what you need to look for!
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