does ExpressVu record CSR telephone conversations?

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silverescape

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Yet another billing problem thread, seems to be common here lately! :)

We signed up Sept. 6, and when picking our programming with the agent, we were offered "buy one month of Premium Movies, get one month free". We agreed.

My first bill arrived at the beginning of Oct. and we charged for 2 months of everything (no prob I understand this) INCLUDING 2 months of Premium Movies (hmmm, where was our buy one, get one free?). So, I emailed them. The rep wrote back and said that I would get charged $38 for 2 months and the $19 would be credited back to me next bill. Okay, so I wait.

This bill comes (our 3rd) and of course no $19 credit. So, I email them again and now they tell me that we don't get "buy one, get one free" because that was a Q2 promotion, we only get $5 for 2 months because that is the Q3 promotion.

I explained (in email again) that the first rep promised us, "buy one month, get one month free" and my email to them also confirms that I was to get a $19 credit. And then they have the nerve to send me an email back saying I am only getting the $5 they said, and they know it's not the answer I want to hear, but that's all I am going to get!

It's not a huge amount of money here, but I am absolutely appalled how they lie and try to cheap people. This is crazy. So, now I have sent them an email saying that I am making a report to the BBB (which I am going to) and disputing the charge with my credit card company (which I am going to).

So, I am wondering, do they record their telephone conversations? Because they should for these "he said, she said" situations and they would clearly hear the agent offering me "buy one, get one free" and me agreeing to that. And has anyone else made a report to the BBB?
 
We've had service since Sept. 6. We installed ourselves and did not take advantage of a free installation. We bought our 9200 which is our only receiver.

We bought from FutureShop and the guy there did something on Bell's site to set us up with a customer account I think, and then printed some paperwork for me. The paperwork was useless and had some information on self-installation and outdated info on activating a receiver through a certain channel (which did not work since apparently you can't do it that way!).
 
The buy one get one fre promotion only applies to exiting clients, since new customer already have promotionnal credits applied to their account because they are new clients. Express Vu won't give you a discount on an alredy discounted price!!!

All calls are recorded, but mostly for quality analyst... If you call back and your call gets transerred to a different call center than the one who originally handled your call, there is no way they could listen to the call again. Also at the volume of call that Bell Express Vu receives per day it could be qute complicated to go back a few weeks, not to say a few months back and listen to a particular call
 


To get FREE INSTALLATION, regardless on a rental or purchase you have to sign a 2 years contract, which is the term that most of Express Vu's client are signed on.

I heard so many times that I didn't signed anything tune... When the technician comes for a ne installation the first thing he does is to make you sign he contract, then, and only then he starts the work. At least this is what they told me, maybe Nimiq1 could confirm this.

Client with a 1 years term don't have any promotionnal credits applied (months free or service discount)...if you have any form of discount it means you're on a 2 year. Look at the papers the technician gave you...
 
Geez, you sound like the people who've been emailing me, trying to tell me I can't get the promotion that THEY offered me. I didn't pull the promotion out of my butt, they offered it to me at activation time, to get me to sign up for Premium Movies and it is the ONLY reason we signed up for Premium Movies.

They need to honour what they offered me and what a 2nd agent confirmed via email.

As for the recording of calls, my initial call to set up my programming was never transferred to anyone. The person who answered was the person who helped me. And I have not called back to speak to them about this, I have only emailed. So, if I have understood you correctly, this call should still exist in their recording logs. This was at activation time so they should already know the day/time I was activated which should give them enough info to find the recorded call. And if they are recording calls for "quality analyst", then this is a perfect call to analyse the poor quality of service they are providing.
 
You are correct that the first thing that should happen is a contract has to be signed.

Unfortunately, as almost 95% of ALL new installations are Rentals and these only require a Rental Contract to be signed, there has been a very bad lapse by Technicians in NOT getting a BEA (Bell Express Vu Agreement) signed for ORS (Outright Sale) Customers.

In an instance like this, where no BEA is signed, believe it or not it becomes the Technicians responsibility to return to the Customers and get it signed. Failure to do this results in the Technician being charged for the Receivers. Even though Express Vu are getting programming revenue from the recievers......

I know of at least one instance where the Technician paid Express Vu for the receivers and they were still being used 6 months later by the Customer, who was paying Express Vu the Monthly Subscription.....

The Tech, who now "owns" the receivers, by way of paying for them, cannot have them deactivated, as they are on an account that is also paid in full and not in arrears, I think this is a classic Mexican Stand-off.

I have not had an update on this example for several months, I might just have to stir the pot again.....lol
 
You just have to love "Agent";


Complicated, maybe but they can and do go back months if there is a Technician giving a CSR a hard time.....lol

Yes calls are recorded, not sure how long they are stored. As it was during you initial activation, then it should be very easy for Express Vu to track down the CSR who you spoke to. This is one of the most common complaints I here from Customers after activation, it is as though the CSR's are on a bonus, for Upselling the customers......lol

Keep at them. Good luck.
 
I finally took a look at my paperwork and it appears that I have paperwork saying it is an "ExpressVu Agreement for New Subscribers" and under a heading entitled "Initial Service Period and Instant Rebate" it says "24 months". Underneath that there is a section that has my name typed in, a date field which is blank and a customer signature field which is blank.
 
ouch...two year contract and you didn't even get much of a "deal"...that sucks...that said, the paperwork isn't signed, although it has been a few months.
 
Wow are these people brutal! Now they tell me that they won't give me my 2nd month free (I paid and had the service for 2 months) because I cancelled the movies starting month 3. The reason I cancelled the movie channels is because they are not giving me the credit they promised me! And no matter, I subscribed for 2 months which still works for "buy one, get one free". And I'd even asked the CSR if we could cancel after 2 months and he said "sure". ARGH!
 
There are no papers from a technician. If you read my post, we did NOT get a free install, we did the installation ourselves. I am just wondering how we could be on a contract if we didn't sign a contract. I've been on contract every time with my cell phones, and each and every time I have physically signed a contract. Nobody gave me anything to sign with Bell.
 
There is no easy answer at all, the service levels from Express Vu are pretty poor.

We deal with them hundreds of times a day and we get several different answers to the same question.

I love the way it is your fault.....lol

Welcome to Express Vu.....lol
 
Bell choses which 3rd party companies represent them, it is Bell's responsibility...i used to have to fix tons of Future Shop/Best Buy/Wireless Wave/Telephone Booth/Loblaws issues...we never sold the customer the product (meaning, we didn't get any commission on the sale), we never misinformed the customer (and if we had, we would easily rectify the situation), but we were still the ones who had the clean up all the mess...i tried to fight for years to get our product pulled from the indirect channel (non-Bell stores)...despite all the mess, Bell still said it was in their best interest to continue dealing with them...well, they deserve the mess they get.
 
99% of installation ****-ups were due to the same stores having their own installers who would use rg59 jumpers to connect LNBF's to SW44's or SW21's, we would fix the problems and then have to fight for our money......
 
Just thought I'd post an update. About a month ago (or maybe more), a Bell manager contacted me and said he would put through the $19 credit on my next invoice (and gave me a reference #). He also asked me to forward him the emails that related to this problem. He said that this would enable him to find out where things went wrong and so he could prevent this from happening in the future.

My bill arrived today, and sure enough, the $19 credit was in place as promised.

Dealing with this gentleman was a pleasure and he seemed genuinely concerned that the reps had given me conflicting and inaccurate information. Thus, I am pleased....well except for the $3 unknown charge that showed up on my bill this month...emailing them to see if it's a legit charge...wish me luck!
 
I can't believe the problems you've had, I guess it depends on where you bought it and who was doing the transactions. I got my reciever from Visions and they certainly made me sign the forms. Same with the CSR I activated with, They went threw the whole contract obligations and cancellation fees.
 
From the information you have supplied here I think it is clear you are NOT on any kind of Contract.

However, In Express Vu's eyes, I am sure that somewhere in the PRISM (No idea what it stands for), document you signed at FS, there will be a clause that locks you in for at least a year.

To the best of my knowledge, there is no more, month to month, with Express Vu.

I am not an expert in the sales and billing side, more of the installations, so it is indeed possible I am wrong, Agent has much more knowledge in this area.
 
I'm going to guess that the unknown 3 dollar charge is the new "Digital access fee" that has been applied to all customers as of January 1st. I found out about it and dropped some programming to compensate.
 
Silverscape, when you call, ask to speak to a manager.
Once you've spoken to a manager, if they have not offered you sufficent recompense for your problem, then email [email protected] and forward your first response back with your email to them.
Don't email them first as they will want you to have spoken with a manager first.
The manager should be able to assist you.


Nem, who knows this will work
 
I won't take what you said as gospel then. :)

Also, we didn't actually sign any paperwork from FutureShop, they just printed it out as information for us. I am going to dig it up and reread it.

ExpressVu is giving us a $10 per month credit for several months though, so they are giving us some sort of promo.
 
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