Bell Expressvu high level customer serivce phone number...

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DSMJim98

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I have a huge complaint with bell that is now spanning over 3 months. I have called them regarding my bill being wrong, faxed information over to 3 different people and nobody has ever called me back, followed up, or fixed the problem. I am getting so sick of their terrible customer service it's just crazy.

When I call I can get from a regular customer service person to the "escalation help desk" which is just as useless. I have faxed to them three times the information needed to fix my account and three times three different people have failed to call me back and have done nothing.

Is there any top of the heep customer complaints number that I can call? I work for a Financial Institution and when customers are really upset we have "Customer Care" which solves any and all problems. When they get involved heads roll.

Does anybody have a customer service phone number I can call to finally get my bill sorted out? Maybe goto the bell head office building I can see from the DVP maybe?

Help!!!!:mad:
 
Call in and say you would like to cancel your account. When asked why you would like to cancel (and they eventually will ask) Tell them they cant get your bill right, and your sick of it.

The cancelation department person will be much better then the regular people you get.

Depending on how you work them you should be able to get a discount on your bill or something too.

Make sure you get their name and agent ID, and record the time and date of the call.

I had a similar problem where they bill me an extra $20 every month (under other charges), and each month I would have to call in and fight with them.
 
I doubt you will even get past the front Desk.....lol But if you try and you have success let us know your secret.

Obviously there are #'s for people further up the tree but this being a Public Forum, I doubt very much that anyone will be willing to post it for you, especially if they are involved with Bell TV in some way or another.

I think it used to be the "Presidents' Office" that dealt with escalations that would not go away.
 
Yes, I used them on a number of occasions to get things resolved quickly, and more importantly, properly.
 
I called the Executive office and reached somebody who said it would be all taken care of. I sent her off the same information I have sent off to the other three people before. I will post back here how well they handle the concern.

Maybe down the road other people with bell problems will find this thread and phone number and will know how to deal with problems at bell. Somebody there has to give a crap, I just hope it's the nice lady I spoke with today.
 
NEVER CALL...you will always get a low level person. The "good" people have moved on to email support....much better service there.

Go to the Bell website and submit your issue via email.

Works for me every time
 
Ok, so my call with the executive team went well. I got through to somebody right away, she was nice and took my case right away.

All the other people asked for everything to be faxed, her I could email pictures of my contract (the dispute where they were over charging me) so I didn't have to go out to do a fax. I don't have a fax at home and I have been working from home for the last few months.

She went to the departments and got my dispute solved, a refund to my account retroactive and the price of my PVR (item in dispute) changed to ZERO dollars rental cost for the 24 month period I was promised.

So in a nut shell they were awesome, she totally fixed the problem I was having in only a matter of hours. I called this morning at 9:30, she called back around 3:00pm and said it was all settled and I was going to get what was promised to me..

So the Executive line was amazing. If you have a problem, you need to deal with a manager through the normal number first. Once they fail, and they will, call the Executive line and you will have a much better experience.

Jimmah 1... Bell 0.
Word!:cool:
 
Well..in all fairness, I'd say the Jimmah 1...Bell 0 is a little unfair. Bell did after all successfully resolve the issue no?

Sorry, just being fair...(but I get your pov).
 
Its Jimmah 1 Bell 0 cause I was told that I wouldn't get my pvr free by the bone heads at expressvu. After all the frustration I was right. I had it in writing and finally got the right people to make it happen. So thank god for their executive customer service and getting it all sorted out.
 
DSMJim98,
Good for you, but odds are you'll have to call in next month. It took me months to get my bill fixed after they said it was fixed with credits and stuff. It didn't bother me cause each time I called, I was offered satisfaction credits. I think I paid less than $100 total for service from April to Sept including Centre Ice.

:)
 
I'd say it's a rare organization in this day and age that can deliver truly great customer service. Most large organizations, especially those that deal heavily in IT or technology like Bell, have a hard time with this.

From distributing knowledge in the organization, to training, to processes, to communications, to technology systems, to infrastructure, this is rall ather complex, especially given that companies have many legacy systems and different owners of organizational capabilities that have to work together.

Some may think this should be easy, but in any big organization, getting people to work together and move in the same direction requires strong leadership, consistent vision, and a will to exceed expectations. This is about the "system" as a whole, not necessarily about any individual.

Making progressive changes towards a better overall system requires many facets of the organization coming together and resolving many hundreds of issues with a single goal in mind. From the design of their infrastructure, their management applications, and their organization and leadership, it's a small wonder that any company can do this reasonably well.

I worked for a large financial services company that had great difficulties with this several years ago, and had numerous customer compaints about the technology and billing for services and so on. It took several years to resolve because it required the business case to be made for funding large projects to retire existing systems, install new ones, changes to the organizational structure, and rework the business model in some areas. In areas where they couldn't make rapid progress, they started an Executive Customer Response email - publicly acknowleging that you could email the CIO - which was really a small team in the company working for the CIO that had significant power and influence to get things done, from billing fixes and credits, to getting IT to change configurations and customer setups, and resolve data level problems. Eventually, they got all the major bugs wokred out of the systems, improved some infrastructure, as well as changing a fundamental approach to support, and now service is much, much better.

There are fewer problems as a result, and customers are happier. For those that do have issues, customer serv. reps are happier because they are given the tools to solve the problems, and the customers are getting their problems resolved faster.

Sometimes the catalyst for change is a low point in customer service levels that causes some noise at the top - maybe we can hope that this is the upswing in attention being paid to this by Bell, that will eventually lead to a dramatic improvement in service, and therefore value for customers.

Anyway, just some random thoughts on this. I'm not trying to defend Bell, just noting some similarities that are interesting. At least, it's encouraging anyway.

Choots
 
My issue has been going on since January 09. I have left 3 VM at this number and no response. The service centre and escalation desk and supervisors are useless. Anyone have any other ideas?
 
My husband and I bought a system last year from a local retailer. We had it hooked up by a professional contracted to do it. We were provided with a plan and got 3 months free. Time went on and we saw no bill. We happily went on with our lives and enjoyed the TV programming and the system. One day we thought, "You know, we haven't seen a bill for this yet have we?" A few days later our service was cut off. So we contacted the number on the screen to find out how much we owed, perfectly willing and able to pay and wanted to ensure they had our correct billing address.

This is when the trouble started.

We had never received a bill, and now they hit us with an a huge fee they say we owe, part of which is rental for the system. We bought the system. Our bill should be around 80 per month for the programming, so we had a general idea of what we should owe. No matter how many people we've spoken to, or faxes we've sent...nothing is getting resolved. Here sits a perfectly good system that we can't use. They even sent a shipping box to us to return the system after we have repeatedly shown proof of purchase. MIND BOGGLING!

My husband has the file with him today, so I can't call the executive line right now, but I am eager to try. I sure hope we can talk to some one who will give us at least some hope that a resolution is possible!

Thank you everyone for the information, and I will keep you posted.
 
Do you have a Bell Work Order.?


Who contracted this guy, you or the retailer.?

I hate to raise this point but is it possible that the retailer has sold you a Rental receiver.? Were they new in sealed box's.?
 
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