does ExpressVu record CSR telephone conversations?

  • Thread starter Thread starter silverescape
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Ah, I did not see notification of this charge? Did they send us something and I missed it? I get my bill online, so I don't recall getting something in the mail (if I got something, I've saved it, I just don't recall getting anything).

I did think that the purpose of the "contract" I have was so that my programming costs did not change for 2 years? or because this isn't a change in "programming" cost, they can add it?
 
Yes, I filed a complaint with BBB some time ago. You do get results but it's not a speedy process. It's not a lot of money so I would file the complaint and just sit back. Not only does Bell have to respond to BBB but they have to respond to you. Don't waste your time with more calls to Bell. Let them do the work since you have already made a good attempt.

Make sue you file with the jurisdiction where the BEV office is, not where you live.
 
Its all about their BS Digital Access fee/ System Access Fees/etc... It allows them to increase this cost while advertising/keeping the monthly cost the same.

djino
"BS.. yup it be"
 
I don't doubt you for a second, but I do find it very interesting that they can put you on a contract without telling you and without getting you to sign something agreeing to it.
 
Express Vu ahs many call centers:Bell Express Vu Dorval, Bell Express Vu Toronto, NCO Montreal, NCO Brampford, Teleperformance Ottawa, Nordia Montreal, Nordia Sherbrooke, Nordia Quebec, our tech center in India...and they might have more that I'm not aware of

Let's say yor original activatin has been handled by the Nordia Montreal call center. You call back a month later, but that time your call is picked up let's say by the NCO Brampford call center... NCO is nly able to listen to the data recorded at their site, therefore they won't be able to retrive your call

It is alos very rare that they would go ahead and try to retrive a specific call since it could be a lenghthy complicated procedure, espacially if the client doesn't have the exact day and time that the call happened. Also CSR's do not have acces to tha data, only supervisors do

As mentionned earlier the promo is available to existing clients only. They can not give you a discount on an already discounted price!!!

Since the promo was what got you to take it, they should, as I would have done when I was at customer service and picked your call, credit you the second month. Any CSR could make a request to have it credited. The third month has absolutely nothing to do with the promo... The promo is pay one, get one free...doesn't say that to be eligible you have to keep the movies for a minimum of 6-12 months...
 
It's the Express Vu way.......lol

As soon as you pay your Bill, you are agreeing to the Customer Service Agreement, I believe, even if you have not seen it.....lol

I can always dig out a copy if you need one......
 
Ah ha, I see! That's how they get you!

Well I'll proceed with trying to speak to a manager about my $19 first, then if that doesn't work, I'll proceed with BBB and M/C, and lastly I'll resort to attempting to cancel service.
 
I figured that's how they'd justify it. I'll see what they say when they email me back. I have been digging through my mail and I still don't find anything informing me of this fee...does anyone remember what the notification looked like (if there was one)?
 
I had a very similar experience with my home security company. Without going into too much detail and hijack the thread, they called and offered me "3 months free monitoring". I decided to go with it and when the tech came out to sign the contract he said "Oh, we don't do that anymore. Now we give a $50 credit". The 3 months free would have worked out to just under $100, so basically I got screwed out of $50.

It isn't about the money, it's the principal. THEY made the offer - unsolicited. I agreed, and then they changed the terms of the agreement.
 
Actually, now that I think about it, I just had another similar experience with my new cell phone provider.

I told them what I was looking for and the salesperson said, "Ok, we have plan A". I said "Great, let's do it". I get my first bill and it's DOUBLE the monthly fee that I had agreed to. So I called to complain and the CSR told me "That plan didn't exist."

What? How the heck can the plan not exist when the salesperson was the one that offered it to me and set up my account? "The salesperson made a mistake. The smallest plan we offer is plan B".

I said, "That's not true. I'm looking at your website right now and it says that you offer plan C". To which, after a long pause, she replied "Oh. I guess that plan must be new".

Two separate representatives from this company gave me misinformation about their products. When I told them that I wanted to cancel, they told me that I would be charged $250 early cancellation fee.

After getting nowhere talking to a manager, I was transfered to the cancellation department. They then finally offered me the original plan (that supposedly didn't exist) with additional features thrown in.

So I finally got what I wanted, but it took talking to 4 different people and about 2 hours wasted to get what I had ordered in the first place.

Customer service is a lost art.
 
Going this route, writing to the executive office, has always worked for me. They are polite, courteous and understand the issues like the one presented here. I'm sure they will fix you up.

It is unfortunate that you have to go through all this though to get resolution but you are on the right path.
 
We bought from FutureShop

Then I don't see why you are blaming Express Vu for not informing you there was a contract...it was the responsabiliy of whoever sold you the service to inform you of it.

When you purchase a system in store they should, at all time make you sign the 2 years agreement contract. If Future Shop didn't do so thn it's at Future Shop you need to complain about, not Express Vu. Express Vu doesn' t train the employes at Future Shop on their product, Future Shop does. If any mistake im store they are the oe who should fix it
 
This year they didn't send a separate notification like they did last year (most clients didn't read it anyways, they probably find it useless)...
On the bill prior of the increase there was a line at the top mentionning there would be a new "acces charge" of 3$
 
If store neglects to follow expressvu policy
I would say expressvu has the problem.
 
For most customer's they would recieve the notice printed on the first or second page of their bill 3 months prior to the change taking effect.
I'm sure if you check your bill from Octoberish, you'll see it there.


Nem, who watches his bills
 
My most recent email from yet another CSR, is that they will give me the $19 credit IF I sign up for the Premium Movies again! They are still trying to tell me they cannot give it to me because I have cancelled my subscription.

As if I am going to sign up again, because then they are going to charge me again! In my email about cancelling I specifically said to cancel AFTER the 2 month billing period, and they did at least do that correctly. So, why I would have to sign up again is beyond me.

I am done communicating with them via email. I am either going to put a dispute in with M/C and file a BBB complaint, OR I will contact the manager as Nemnoch suggested. I am sure that the BBB complaint and the credit card dispute will take much longer, but at least these complaints would then be logged with some 3rd parties! I am not sure which option to take at this point.

Oh, and to top it all off, I asked to have the Premium Movies cancelled BEFORE my 3rd month of billing was issued, yet they still charged me for it on the 3rd bill. When I inquired about that, they said they could not credit me immediately and that I should pay and they will credit me next month. So, my guess is, I will pay and then next month I will be fighting with them over the $19 they charged me for month 3 and didn't refund me!
 
And my husband is furious about how they are handling this and he wants to cancel our service entirely if this isn't resolved ASAP. I told him we likely can't since we might have a contract, but how do we know if we do? I didn't sign anything saying I have a contract, no one told me I had a contract....how do I find out?
 
How long have you had service.?

If you got a free installation, then you are under contract for at least a year.

Are you renting the receivers.?

If you are a new customer and are Renting, then you are most likely under contract for 2 years.
 
Found it finally, a teensy printed note on the Nov. 28 bill. That was only my 3rd bill and I was dealing with all this credit screw up and wrong charges so was so focused on checking if my amounts were correct that I didn't read it.

Still makes me mad that they have got around increasing my rates. May as well not have a contract if they can just add extra fees at anytime to raise your rate anyway...
 
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