d47574bd_s_Comments_for_CIK_Telecom_INC__Comment
[Date] Sun, February 09, 2014 [Rating] -1 [Location] Richmond, BC [ISP Response/Comment] Sorry for the inconvenience caused, apparently there are some misunderstanding there, I would suggest you contact our customer relation department manager Jack.don@ciktel.com to look at your issue and I will try to give you some of comments here. 1. Regarding cable transfer, it is very hard to compare price between different companies. Our monthly service is around 10-20$ cheaper per month, for activation fee, it is not only transfer from shaw, there is also other cost like shipping etc, Shaw charge transfer around 20$, and new activation 78$, for us, we just make it simple same price. 2)For the issue you have, in the package, there is a hotline number for activation date, you can call between 8:00-5:00pm Mon-Friday to get instant support for activation date. If you have problem on the activation date you need to contact that number during Mon-Friday. 3) our customer service in Cantonese and Mandarin is 7x24 hours, but Richmond is our regional office for west coast, it is closed for weekend. 4)Due to we have over 300 employees serving customers, it is very hard to reach specific employees in Richmond office. But we do have plan to add 3 retail stores in Vancouver this year to provide 7 days service. 5) we have average over 100-200 new customers per day, and there are always some kinds of issues for new installation for about 5-10% new customers, normally we would need about 48 hours for issues to be solved as we depends on Shaw for local cable line. So pls expect about 48 hours time to fix issue. I apologize for the inconvenience caused and we are always trying our best as possible to help our customers. that is how we have around 90,000 customers now and every month around 2000-3000 new customers joining us. If you have difficulty which customer service not able to help you as regular support or issue not solved within 48 hours, I recommend you contacting our customer relation department Jack.don@ciktel.com with your trouble ticket number, we would like to help you as possible. Jordan CEO [Comment] 
I am located in Richmond, BC. I saw the promotion from CIK for cable internet service for $29.99. I thought it was a pretty good deal so I decided to take the jump and switch isp. Big mistake. I was scheduled to switch to CIK on Feb 6, 2014. I was charged $39.99 for installation even though no technician came. I received an email saying that all I had to do was switch to the cable modem (Motorola SB5101) that CIK gave me. As a side note, iTalkBB only charges $19.99 for a switch fee if you are currently with Shaw so I don't understand why CIK charges that much for an installation where no technician need to go to your residence. But that's another story. I didn't get to switch the modem until Feb 7th because I was away on a business trip that week. When I plugged in the new modem, the lights flashed for a split second and then all the lights go off. Not even the standby light was lit. So I called the hotline. Got a customer support who only spoke Mandarin. I explained the situation to her and she said the problem was probably I got a wrong power plug. The plug's output was 12V - 3000mA. She said I should have a plug with an output of 1.5A. I was a bit upset at how such an error could have occurred; aren't the modem a standard issue to all new customers? Shouldn't they be all the same? She couldn't really explain how the error could have happened but she told me to call back next morning. So, I called back the next morning and got in touch with technical support. Again the support could only speak Mandarin. I told her of my situation and she told me I can take the power cord to the Richmond office on Monday and exchange for a proper power cord. The problem was that I *needed* to have internet on the weekend. I work in IT and sometimes I remotely connect to my office to do work. I needed to remote in to my office that weekend to finish up something before Monday. I didn't think I would run into this problem. I explained my situation to her that I really need to get on the internet that weekend. She told me that the Richmond is closed on the weekend. I asked her, if it was possible for her to contact someone in the Richmond office and just go to the office and make the exchange. She said sorry, the office is closed and she couldn't contact anyone in the Richmond office. I will need to wait till Monday. What she didn't realize was that Monday was a public holiday (Family Day) in BC so the office wouldn't open till Tuesday. She said she was sorry and she would give me credit for the days I don't have internet and she would offer me a 600 minute long distance calling card, which I have no use for. I told her that really doesn't help as I stressed to her I really needed internet on the weekend. Finally, she said I can go out and get a power plug. She said CIK would reimburse me as long as it is under $10. I told her I cannot guarantee that I can get a power plug under $10 and she replied that I should be able to get a power cord for under $10 at any electronic stores. She had no idea what kind of electronic stores are available in Richmond but she seemed to think the pricing at wherever she was located also applied to the market in Richmond. All she had to do was look at the website, futureshop.ca, and see if she could find a plug for under $10. I thought to myself that CIK is really really cheap to nickel and dime me for a power cord. Finally, I got really fed up and I told her I wanted to cancel my service. She said alright and she would arrange for someone to call me regarding the cancellation. I had to call Shaw to extend my internet service for another two weeks so that I can get internet immediately and to give me time to look for another isp. CIK's slogan of "customer is king" is a total joke. I was going to refer my mother to this isp as she wants to switch too. Instead, I will tell her to stay away from CIK. I strongly recommend against this isp.
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