Bell ExpressVu reps treatment

  • Thread starter Thread starter mtlnorm
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Only problem is it's sometimes not delivered or it is delivered late. I have seen this happen several times with new policies. Then it sometimes gets distorted, just like with the old party game.

First level Bell CSRs are kept in the dark about a lot of issues. But then, how would they know if they are never told? That happens with a lot of technical issues. That's why I like to get past the first level and talk to a 2nd level tech for real technical issues. It's so frustrating when I hear some company folk legend for the tenth time or that a problem that is being discussed all over the net has never been heard of before. Then I have to check some settings, pull the card, unplug the receiver when I have already done it all twice already and the issue is due to something at the head end. I know its not the CSRs fault in most cases but let's cut to the chase, please.
 
I have only had good dealings with a BEV CSR. If your nice to the CSR they will be nice to you. If you start off being rude, don't expect good service. Remember that they are people too.
 
That 30 days policy is also valid with other providers... Videotron as the same policy, can not say for sure about the other provider.

In that 30 days they try to contact the client to make him an offer that would make him stay
 
What does this mean??



This explains a lot. Having lived in Montreal, I know that most Haitians speak little or no English. The ones that do have a poor command of the English language - my observation.
 
Not their fault,most probably, they says what they know. But 2 departement could have sucha different story for the same problem. I e-mailed the ITVFeedback departement cause I was not getting all my Playin TV games since they lunched the new combos...they responded that client who have the new games theme will only get 8 out of the 16 games, that there is no technical issue and that nothing could be done about it, only client who have the Playin Combo will get it. The thing is CSR's told me we could no longer get the Playin Combo, that this is an old game theme pack that they removed when they redisigned the games. I called another day and they transferred me to senior tech (I belive they internally call them TECH 3) and the gentlemen there was very kind, appologitic and told me that I should have all the Playin TV game, that there is an internal problem that they are working on it. Who's right and who's wrong??? Good question!!!

You know the best part... I called yesterday and added the Playin Combo and removed the new themes... Guess what? All my Playin TV games are back! It's a little more costly, I removed Amusement Arcade theme, Puzzle&Trivia and Early Learning, then took Playig Combo and Arcade fun fro 4$. Result 1$ more on the bill and less games... Worth it taught to keep my mom quiet!
 
Thanks Nimiq 1 for clearing that up. I was off on the wrong track. Now I understand what you were referring too. Great info.

Playin TV fan, you are correct, it's not the topic. I didn't bring it up. Only stated the reality in overtaxed, over socialized, over political Quebec. You don't state where you live, but that doesn't really matter, because if you pay Federal taxes in Canada, you subsidize daycare in Quebec. Whether you agree or not.

I wasn't "picking" on Agent Express V. I am very glad she is here, giving an opinion on what happens "inside" her call centre.

For the record, I have been a BEV customer for 7 years and the very few times I have called support, I have never been treated with anything less than absolute courtesy and respect. The same as I give the agent answereing the call.
 
And not to fan any provider flames, a large portion of what I did as a designer/program manager for another satellite HD PVR unit was to spend a LOT of time with the providers training group and having as much informal huddle time with groups of agents from as many shifts as possible everytime a new version of code came out.

Some of the questions were truly well thought out and a ton of customer wants & wishes were taken back to the development team and where possible acted upon.

The result is a STB that has a lot of customer evolution in it as well as agents that had a unique opportunity to get an engineering level understanding of not only the technology, but also the nuances of the boxes operation.

I can't say that contributed to their recent customer service awards, but I'm hoping it did have some positive effect.

Unfortunatly for Bev, rather than a participating partner in STB design, for better or worse, they are at the end of a supply pipe and don't have access to the H/W specifiers like myself and the s/w coders in the same town as their call centre.

You are truly dis-advantaged and regrettably, it's your customers that suffer.
 
Sometimes as soon as a client hear a last name like Tremblay, Carron, Gagnon, ect.., espacially the red Necks in Alberta and in the Western province they start to complain about our accent or about us being French. Some French do speak good English and lots of our clients don't seem to understand that. I'm frequently asked if i'm Toronto based by clients...my accent is probably not that bad if they do, no? Seems that grammar doesn't follow taught. I had a private message telling me that what I say is not that credible since I make so many spelling errors. I went back and looked at the various post and yes maybe there is a few mistakes. Altought other posted, english first language do also make mistake.

I agree for the Haitian part...
 
ARR, you make an excellent point (and thanks for the insight into the *C operations).
Customer service seems to be something that is lacking with nearly every company. I guess they just don't put the effort into it.
 
I think the very fact that two supposed expressvu CSR's are in here (in a thread started by one of them no less) arguing with each other highlights the very fact that your level service from calling the support lines will vary wildly.

I also think it's annoying that they are here trying to counter some of the things that multiple members have stated as their own experiences - if I wanted to hear the company line I'd call the company.

My personal experience in dealing with them on the phone has not been very good at all from day one but like hugh stated above there is another thread for that. :eek:
 
I spoke to them first...but I was transfered to a tech rep after I told them if there is a problem with two of my receivers, I don't want to have to deal with this again.
 
When I said that we are getting less call I meant calls from the clients, not the techs...

The issue is certainly not performance here, we are often told that our call center stats are better than those of all the other call centers BEV has. I belive at this time of the year the volume of calls just generally drops...clients are more outside, watch less TV. There is no tech issue due to the snow. This will probably change in the next few week since we are getting closer to the first of July
 
FoxFan, not that they don't trust us...but our billing system is so complicate!

Credits are usually applied to an account within a week.

But...
Credit might have been requested using the wrong application... It would take let's say 2-3 days before the billing departement treats the requestand issue a coatching for the agent. Then the supervisor receives the coatching... Might take a few days again before he sees the agent and advise him. Agent request the credit, this time in the right application. Takes a few days for the billing to treat the request. In the meantime a bill was issued...and the next one is only in a month.

That's the reason why they ask us to say 3-6 weeks rather than on your next bill

Unfortunatly lately less coatching request are done for situation were credits are requested in the wrong application. The credit then gets refused and agent doesn't even know, cause we are not provided a follow up on each credit request. Result:client calls back angry and gets told (again!!!) that he needs to wait another 3-6 weeks! Sad but true
 
Expect your calls to be answered faster than ever...

Bell Express Vu opened a few months ago a new call center in Brampton...

Since then the volume of call each call center gets have really lowered.

My call center then decided to enforce the AHT (Average Handle Time) policy... AHT should be under 595 seconds per call. Less then 10 minutes... During that time we have to solve your problem, do the tropubleshooting, discover your needs, make a sales attempt , and write a note... More and more calls will result in a second call. Good agents like me, who like to inform their customer and explain them everything have their hours cuts since we have a high AHT. Today I got to work at 8h45 and they sent me home at 12h15. 3 hours of work! It cost me 14$ daycare for both kids to go there and make what 30$ (before bonus and taxes)?

Soon enought there won't be no Agent Express V...who knows i might because Vid
 
Agent Express V does not seem to have a lot of experience in the service, it's sad he has to learn how to do his job on the internet.



Please tell me where I am doing that. I'm only here to give the other side of the story.

As for me, I'm only dealing with Tech L2 and Tech L3 agents, so I might not have a very good sample. Everybody makes mistakes. Everybody has to learn. A CSR is a human. And I'm proud to say that 95% of the time, my clients hang up and are satisfied.



Exactly. Some people on this forum still don't understand that, and that's sad. I see the behaviour some of you guys have here everyday on the phone. It's just funny clients think this behaviour will help them. It absolutely won't. Please grow up.
 
Funny I live in Ontario and have friends with the last name tremblay, and gagnon, beaudion and when I call for help and press English I end up getting a French person with such a thick accent it is hard to understand. If you call dell you get some one from Pakistan, they speak English well (not "speak good English"), but it's still hard to understand them with the thick accident. Or I guess I’m a red neck to.
 
We never resign clients...

Only on some retention offer were they get receiver free for a period will we ask a client to resign a contract...
Bell doesn't discourage the month to month, if they were they will do like cell compagny and upgrade your equipement at the end of the contract and sign you for another period, which we don't do.

If a client suscribe on Digital Essential and 6 months later buy HD TV and decides wants a HD receiver and wants to update the receiver yes he would have early termination charges of the rental contract. He could say that he wants to disconnect and be transferred to retention who will offer him what he wants taught.
 
With other providers such as Starchoice or DirecTV, the credits actually show up INSTANTLY (I can see them on my web account as soon as the CSR applies them). Why can't B
 
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