A billing error - in my favor!

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scrooloose

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A few months ago Bell ExpressVu credited me $100 for a mistake they made regarding the installation of two receivers. They claimed they installed them but I actually did. It took several complaints to the "Executive Office" but they finally credited my bill. Today I received a second $100 credit for the same thing :D

-Mike
 
Don't tell anyone. ;) I'm still waiting for my second 9200 installation credit (for my second receiver.)
 
Weird, I had the same problem when I moved. Fought tooth and nails to convince them that I installed the receivers myself. Guess it's a safe bet to assume this happens frequently.
 
:p I was on the Vocatel rental program...back then receivers 3100 were rented 10.99$ with 3$ credit I was getting on my bill and the second 7.99$ with a 2$ credit. I learn from a friend that receivers 4100 were now rented 2.50$ and the PVR 5900 10$. I decided to go for a PVR. As a mom wow I could pose all my shows when little one wants a glass of juice, or needs help.

They took over a month to send the recovery boxes... As soon as I got them I returned both 3100 receivers, but they already charged me for non-return of equipement for 250$. Called the customer service... He said he would waive off the charge, and did. I saw a 250$ credit on my next bill.

Then they got the receivers and automatically the charges were reversed...too bad for them, for once CSR's mistake came into our favor.

A friend of mine started working there and he expalined to me that the gaent probably requested a satisfaction credit, which he shoudn't have cause charges are reversed automatically; and the billing agent approved it, which he shoudn't have for the same reason. Then the charge got reversed when they received the receivers. Never called to complain about it, and they never charged me back :p
 
i always find it rather amusing to read pages of threads about people who rant over a $2 billing error, yet when its in their favour, mums the word...you see an error for $100 in the company's favour, and it's the old "I'm cancelling all my services and going to Rogers", or "I'll get my lawyer and sue bell" stuff...yet, when the shoe is on the other foot, all is quiet.
 
The number of times that Bell made errors in their favour far outweighs the number in my favour, by about 10 to 1. When Bell CSRs make an error regarding services delivered or costs for services, customers get threatened and harassed with disconnection of vital services and must pay for services that were misquoted or never delivered. Attempts to get the errors corrected are met with denial and stonewalling.

When the shoe is on the other foot it takes as much effort to reverse the error. So why bother. Bell is a company in denial that reeks of incompetence and is probably the worst example of Canadian corporate mismanagement. I've seen companies like Bell in action far too often. The only employees that succeed are the ones that hide their head in the sand or are blissfully ignorant. The only happy customers are ones that benefit from similar corporate incompetence and ignore the fact they are getting screwed.
 
it isn't perfect, but it is far from what you mention...there are customers of all providers that have similar stories to share...should you have any further issues that aren't getting taken care of, feel free to come visit me...perhaps i can be of some assistance in helping you get things resolved...rome wasn't built in a day.
 
DJ, don't get me wrong. In my case I consider the "second correction" compensation for the ordeal I went through trying to get the problem fixed in the first place. Believe me I would much rather had not gone through it, and not received the $100 credit. I was a new customer at the time and Bell's billing department, unfortunately, lived up to everyone's expectations.

-Mike
 
I agree with Dirtyjeffer here...in one respect. Although Rome wasn't built in a day, Bell has had over 125 years! And saying that "it isn't perfect" is like saying the Titanic had a small leak.

DJ, try looking outside the box from a Joe Blow point of view. There are thousands of complaints because there are many, many problems. Out of about 1/2 dozen phone calls to BEV in 3 years, I can't think of one that didn't leave me frustrated in the end.

Nothing personal...
 
but bell hasn't been doing satellite tv for 125 years, just the phone service...satellite tv is less than 10 years old...rogers is far from perfect, and they have been doing tv service (cable) for well over 30 years.


i have also experienced issues, so i am well aware of the issues, but keep in mind, you will hear thousands of stories because they have millions of customers...it's all relative...and you only hear the problems...when was the last time you read a thread about the great service someone received...you don't, you only hear about the bad stuff...turn on the 6 o' clock news, it isn't full of good news stories either.
 
DJ wrote: "i have also experienced issues, so i am well aware of the issues, but keep in mind, you will hear thousands of stories because they have millions of customers...it's all relative...and you only hear the problems...when was the last time you read a thread about the great service someone received...you don't, you only hear about the bad stuff...turn on the 6 o' clock news, it isn't full of good news stories either."

Man DJ, I would love to tell you where I work (but I can't) because customer satisfaction is #1....and we are not a small company either. We have very, very, very few complaints from customers because when there is a problem we investigate the cause and correct it immediately so no other customers experience the same problem. THAT is customer service! Each time I call Bell I feel as though I'm the first person to ever have a particular problem. I think it basically boils down to communication within the company.

Also DJ, I don't think it's a good idea to compare Bell's service to Rogers either. You can't justify Bell's problems by saying that the competition has just as many problems. It's all about stepping up to the plate and fixing them the first time so they don't happen again.
 
that's exactly what i do where i am...when i get a customer with a problem, i help get it resolved once and for all.
 
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