How to deal with BEV billing errors

  • Thread starter Thread starter Ex Agent EV
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Ex Agent EV

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What makes you say that Haystack? Where did I say client has to fix it?

I just said client has to pay what he should have paid...
 
Of course, 3 to 6 weeks after the day that they realise the mistake



Not really...all calls are recorded and might be listen to for quality control. If they listen to that call they will do the necessary steps to correct the mistake, and the agent will get a coaching or not doing it
 
If you wanted to reward expressvu for there mistake you would pay the amount the say you owe and as a penalty for your generosity you lose your $60 for 6 months free rec. Sweet.
 
Agent,

I remember having a similar argument with you several months ago about how you defend BEV to the death. It went on for quite some time! When will you get that people don't care about how an agent can't follow-up on a customer's call or how many clients you satisfy. All you show by saying things like that is "it's not my fault and this is why". It just shows everyone else how internally screwed up BEV really is and reinforces our points even more.

Customers only care about fair service and that's all. In many, many cases BEV does not give good or fair service.

I dread every call that I place to BEV only because it will result in some type of error down the road. The last call I placed was to change some programming and I had to have the agent read it back to me 3 times before he got it right. It could not have been an easier request! For me, that's typical BEV service and I have yet to be impressed after being a customer for 3 years.

On a side note, for the sake of the customers, I can only hope that you don't do any written correspondence with customers. Your spelling is dreadful....hence the reason I quoted you in my reply.
 
I am cencelling my HD next week. When I called weeks ago I was told I was paying the rental cost of a SD receiver instead of a HD. In order to cancel the HD feed they said I would have to pay a years worth of the rental difference $7 per month. I had originally agreed but now I am not so sure. Should this be my responsiblity? I paid what was asked on time every month for my 1 year obligation. What should I do?
 
To be honest I am not terribly displeased with this billing error and correction. I also do like Expressvu for the most part. Compared to local Rogers cable here it can't be beat. Never tried *Choice so I can't really compare to that. I do find the pricing getting a bit to high, however I can't really be bothered cancelling and changing providers. With all the additional start up costs its not worth the hassle. I think customer service could be improved however because whenever I do call in(which is rarely) I always find I have to call back a 2nd time because things weren't done right the first time. The reason I started this thread was not to bash Expressvu but just to find out if others have been through anything similar and how they approached it. I appreciate all the input throughout.
 
Well here I am still waiting for the return box to arrive. I have not been charged any fees...yet the receiver sits in my basement gathering dust. The laughable thing is I am not being charged rental, it still shows as being on my account and it is deactivated....gotta love good old Espressvu. I must have the record for sure. :confused:
 
Pay the bill... Express Vu provided the service, I don't see why we woudn't charge yo the full cost of the rental
 
I hear you
I hope some of the "bashing" causes Bell to take a look at their problems, and try and fix them
I do bash too, but I still am with Bell, because I prefer it to Rogers
Bell ain't perfect, just like me, but I still feel the need to rant sometimes about their imperfections
Sometimes I feel like my options are the Devil (Rogers) or the Devils Sister (BEV) , or their ugly midget step-sister (* Choice) although, what the step-sister lacks in looks, she makes up in personality
The great thing about this internet thingy, is people can post their horror/success stories, and others can read about them, and know what to expect, or what they could possibly expect
All said and done, if I dont like it, I wont stay, and right now, there is more good than bad with Bell, but still far from perfect
 


CSR's don't set up the account...we have a departement called New Buisness and I belive they are the one, if not it's Direct Sales, who are setting the account. Stop blaming CSR's all the time... We are the departement in the compagny that I feel does the most (billing, programming change, move, tech 1-2), we won't go and do Direct Sales or New Buisness job
 
In the end Brooker have cancelled the HD receiver and the HD pack?

By the way, if the agent just removed the receiver and the HD pack, with no other steps, I doubt that the charges will get corrected.

In that case to be able to correct the billing charges agent should have opened a billing form and make a request.

To be honest I never had such a case personally. I had a situation once where the client had a 6100 and was being charged for a 9200...I opened the billing form, made the request and client was, on the next bill credited retroactively for the extra charge and was from then on billed the 10$ he should have instead of the 20$ he was...

A part which I found frustrating is that we are not able to do any follow up on our cases unless we write down the client's number. The system only saves the info of the last 16 files you dealt with... If I have a compicated case and spend 30-45 mionutes calming down the client, going to get info at helpdesk, tech, then make let's say a credit request advising the client that if accepted she will see whithin 3-6 weeks if I don't write the lady's telephone number I would not be able to go look up her account and see what happened. If her credit got refused I will never know. If we were to receive automatic notification when a credit is refuse, with the reason it has been we then could do a follow up, see if we could request somewhere else, or notify client if found not eligible for it.
 
CSR's don't sell the system. He either spoke to one of our outsourced telemarketing center, or to a Multi Product Center solution...

CSR's don't make any outbound calls...
 
In my experience a contract / piece of paper from BEV isn't worth the cost of the ink used to print it. :) In the end, they will do whatever they feel like doing. The kicker is that you may well get many different answers depending on the people you speak with. So, I'd recommend you call back to speak to a different person if the first person doesn't side with you. Squeaky wheel principle kinda thing!

Who knows, maybe your next invoice will have the corrections (I can't for the life of me see that happening but...).
 
If the 6 month credit was for the 6100 rental, I would say the rental is payable (or the credit repayable.) If the credit is for 6 months HD, it is debatable. How long does EV provide to make billing corrections? If a limit (say 3 or 6 months) is stated then I would say that applies to EV as well (and likely so would a judge.) (Many statements and accounts have such limitations.) In any case, this is EV's mistake. EV is in the habit of giving away months or even years in free receiver rentals these days. I don't see why a credit cannot be given in this case. After all, if the customers doesn't think the 6100 is worth $3/mo, why should they be billed for $10/mo?
 
Like in any other compagnies, you will get some good and bad service when clling Express Vu...it depends on who you get on the phone!

In most cases you get good service...but the people who gets good service are not the one who comes on this forum. People comming on this forum are a minority who have bad experience with the compagny

No, CSR's do not send any correspondance to clients other then programming guide throught a pre-written form. I is possible that I may make spelling mistake, if you read other threads I said previously that I was French. I speak English fluently, with almost no accent, but writing it is another thing. It would most probably be the same if I would ask most of you to writ in French.. I also have a problem with my computer where when I go on internet forums I sometimes type a response and some letters of the word i'm typing won't appear on the screen even if I did press it. It's really annoying, if someone has an idea on what causes it and how to solve it would be appreciated.
 
I hate tv you are also comparing 2 different things...a new client might not fully be aware of the cost he would end up paying once activated, but a client who already has ativated the service received a programming guide, on which all equipement charges and packaes are stated. Also if he added that receiver after is original activation, that's about the only thing, besides the rental certificate cost, that we mention to the client
 
Funny how their system screws up sometimes...

There is a guy I know that got a rental 5900...it was installed by the tech, on the original installation along with a purchase 9200

The rental charges for the 5900 never appeared on his account and when he called to change the 5900 to a 9200 he was told he owned it...but he never paid anything for it!!! Thanks BEV a gift of 300$. He sold the 5900 200$, he is a happy men and rented a 9200
 
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