H
HDTV101
Guest
Just tell them that if that’s the case you're just going to cancel everything and go to Star Choice. It's not your fault they screwed up. Tell them you were thinking of going to SC because they have no charge HD and this billing error on their part just sealed your decision... at this point it's a no brainer... just tell them that!
I
I_Want_My_HDTV
Guest
I switched to EV several years ago because it seemed better than Rogers. I got another look at Rogers recently and they appear to have improved their product considerably.
To be fair, Rogers has their share of billing mistakes as well. The last time it happened I received a call from one of their execs and was given an extra $100 in credits and an apology. I haven't heard of that happening for billing issues with EV.
To be fair, Rogers has their share of billing mistakes as well. The last time it happened I received a call from one of their execs and was given an extra $100 in credits and an apology. I haven't heard of that happening for billing issues with EV.
H
haystack
Guest
By telling him to cough up the money for Expressvs Mistake.
What would you say if you had a sports store. A regular customer that spends $80 a month at your store came in with their skates for sharpening . During the Sharpening you find the person got the skates at your store last year and paid only $36. You know that the regular price of those skates was $120. Do you make the customer pay the other $80 to fix the your mistake by saying your sign said $120 even though you only asked them to pay $36? If you do you try and get the $80 for your mistake you are sure to loose $960 a year. That is customer service 101.
What would you say if you had a sports store. A regular customer that spends $80 a month at your store came in with their skates for sharpening . During the Sharpening you find the person got the skates at your store last year and paid only $36. You know that the regular price of those skates was $120. Do you make the customer pay the other $80 to fix the your mistake by saying your sign said $120 even though you only asked them to pay $36? If you do you try and get the $80 for your mistake you are sure to loose $960 a year. That is customer service 101.
C
coryl28
Guest
I have to agree with HDTV101. Just tell them you're going to cancel. Sometimes when a company makes an error they just have to suck it up. It's not your fault they charged you incorrectly.
C
coryl28
Guest
Call Sympatico support. 310-SURF.
(only kidding)
(only kidding)
So what should i do at this point? Should I just take this unit and sell it? What is the acceptable amount of time to wait before I could consider it mine? I have called back once since it was initally cancelled back in September. I am not being charged anything for it. I have no HD programming charge, it just shows as being part of my receiver inventory. At some point it should be considered mine don't you think? 
E
Ex Agent EV
Guest
To be able to get the credit for the HD programming (6 X 10$ for the HD Value Pack) you need to:RENT an HD receiver AND SUSCRIBE to the HD VALUE PACK
Because the client had a rental contract on that receiver. It's not the client that decides what each receiver is worth in term of $, but Express Vu
There was no such promo lately...last time we had a promo including free rental cost it was during summer 2006. When we make a promo giving the rental cost for a certain time, it's a new client's promo. If I understood Brooker's situation, he got that 6100 after his original suscription, so he woudn't have been eligible for that type of promo
Because the client had a rental contract on that receiver. It's not the client that decides what each receiver is worth in term of $, but Express Vu
There was no such promo lately...last time we had a promo including free rental cost it was during summer 2006. When we make a promo giving the rental cost for a certain time, it's a new client's promo. If I understood Brooker's situation, he got that 6100 after his original suscription, so he woudn't have been eligible for that type of promo
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Nemnoch
Guest
Agent, clearly you have 0 idea of what customer service is.
This customer paid their bill every month and paid what was asked.
In the long term, is it better to collect a measely $84.00 and lose a customer, or lose $84 and keep the revenue from that customer?
It's a simple business equation that just makes sense and in the end, everybody wins.
Instead of telling him to pay the bill, why don't you instant message this customer and offer to fix the problem?
Or even better, be proactive, find out this person's account number and a assist them and then report the billing error so that BEV can investigate if it's happened to anyone else.
Nem, who is tired of your supposed 'great customer service'
This customer paid their bill every month and paid what was asked.
In the long term, is it better to collect a measely $84.00 and lose a customer, or lose $84 and keep the revenue from that customer?
It's a simple business equation that just makes sense and in the end, everybody wins.
Instead of telling him to pay the bill, why don't you instant message this customer and offer to fix the problem?
Or even better, be proactive, find out this person's account number and a assist them and then report the billing error so that BEV can investigate if it's happened to anyone else.
Nem, who is tired of your supposed 'great customer service'
E
Ex Agent EV
Guest
Your case is different than the one I metionned...
You've been charged the rental of those receivers for a period of time so receiver is considered as a rental. You should call back and ask them why the boxes haven't arrived yet, before they end up charging you a penalty fr non return of equipement
I really don't understand Bell's sysem...
You deactivate... They remove the charge, but never send out boxes, so never got the equipement back
I deactivate... The keep on charging me. They send me a box and gt their equipement back
You've been charged the rental of those receivers for a period of time so receiver is considered as a rental. You should call back and ask them why the boxes haven't arrived yet, before they end up charging you a penalty fr non return of equipement
I really don't understand Bell's sysem...
You deactivate... They remove the charge, but never send out boxes, so never got the equipement back
I deactivate... The keep on charging me. They send me a box and gt their equipement back
Wow it doesn't take much to get this room worked up...lol. Basically what happened was that I was being charged the SD rental instead of HD. As a longtime Bell customer I ordered the upgrade in the beginning because it only required a 1 year contract. My wife usually pays the bills and I very rarely look at them. It was only when I called to cancel the HD only(still on staying with EVU). They could not find a 6100 rental contract. I said well I have been paying almost $80 a month so I am paying for something. After a long time of searching they realized I was paying for 2 SD rentals when I only have 1 SD receiver. Instead of 1 HD and 1 SD which I should have been paying. So thats the $7 difference per month. I had initially agreed to pay it. A week later I called back to confirm that the cencellation order was still in the system.....not suprisingly after and hour on the phone a week earlier the work order for HD cancellation was never issued. This time I made sure it was, the CSR gave me a work order number to verify later if I wished. So at this point I don't know what ther actual status is on the rental part. I am goingto wait until next week to see how the cancellation order plays out.
E
Ex Agent EV
Guest
Belive me, I won't!!! You think that Express Vu srvice sucks? Have you ever tried to get Sympatico to understand something? I have the complete securit center, which includes the anti-spyware. My computer is full of spwares... I called Symatico many times about it nd all they could tel me is to format my computer. I did that...and still get spyware! They don't understand since the anti-spyware shows as active in my account.
Back to your billing problem, as it been corrected in your case?
Back to your billing problem, as it been corrected in your case?
Dear People:
I need your advice, as Bell is billing me for hundreds of dollars I don't owe. I just received a letter from a collection agency yesterday. I would like to know my rights and how to proceed. My questions are:
--whom can I call who actually has the power to resolve a billing error on their end that's been compounded by others' incompetence?
--has anyone had any experience filing a complaint with the CRTC?
--are there other consumer's rights organizations who will advocate on my behalf, or is there a class action lawsuit I can join regarding Bell overbilling their customers?
--how can I protect my credit rating from Bell's bullying?
Apologies for the length of what follows. This is a plea for help, not a rant. Let me preface this by saying I don't want to leave Bell, as I had similar problems with Rogers (we closed out our account in August and they kept billing us for the fall, though they eventually fixed the problem and even followed up to make sure it was right) and everyone tells me that Videotron is similarly bad. I just want my problem fixed. I live in Montreal.
My wife and I moved from one place to another in the city in August. We had ExpressVu and Sympatico at our old address and were told that we could get a good deal on a onebill account so we added phone for our new address. It's March and we have yet to see the onebill. Every couple months I call and the Bell onebill people tell me to call Expressvu as it's their problem.
The problem is this: somehow Expressvu got our old and new accounts confused and believe we owe them for a PVR which we purchased in August 2004 (we still have the receipt to prove the purchase though we gave away the device). At our new home, we rent a HDPVR. We pay our bills on time every month. But they continued to bill us for money we didn't actually owe (including fees for our old address). Over the fall, each time I called, they would set up a new account and claim that they'd fixed our problem, which meant that by December I had 4 different account numbers. No two agents gave me the same information as to which was the correct amount I owed or which account I was supposed to pay, though I finally did the math and figured out how much I owed them. As of January, I had paid Bell around $200 more than I owed in the hopes that the problem would be solved and I would be credited once they figured out the issue. The lower level customer service agents have been sympathetic and helpful but obviously have failed. The one time I got a higher level manager in December he was accusatory, condescending and abusive (they wouldn't MAKE a mistake like this, he said). During my last conversation in early February, I was assured that the problem was fixed and that it would simply take two months for my bills to reflect the correction. Yesterday I received the collection notice for another $350. We have been paying our monthly bills, so this is a phantom amount, probably some remainder based on the PVR which we own.
I have spent approximately 15 hours on the phone with their customer support since September on this problem alone. I am fed up and demoralized. I don't have time or patience for this but if I'm going to spend the time, I need results at this point. So, as I said before, does anyone have someone I can call at Bell, other than their customer service number, preferably someone who can fix the problem? And what other remedies are available to me?
Thank you for reading and for your help.
I need your advice, as Bell is billing me for hundreds of dollars I don't owe. I just received a letter from a collection agency yesterday. I would like to know my rights and how to proceed. My questions are:
--whom can I call who actually has the power to resolve a billing error on their end that's been compounded by others' incompetence?
--has anyone had any experience filing a complaint with the CRTC?
--are there other consumer's rights organizations who will advocate on my behalf, or is there a class action lawsuit I can join regarding Bell overbilling their customers?
--how can I protect my credit rating from Bell's bullying?
Apologies for the length of what follows. This is a plea for help, not a rant. Let me preface this by saying I don't want to leave Bell, as I had similar problems with Rogers (we closed out our account in August and they kept billing us for the fall, though they eventually fixed the problem and even followed up to make sure it was right) and everyone tells me that Videotron is similarly bad. I just want my problem fixed. I live in Montreal.
My wife and I moved from one place to another in the city in August. We had ExpressVu and Sympatico at our old address and were told that we could get a good deal on a onebill account so we added phone for our new address. It's March and we have yet to see the onebill. Every couple months I call and the Bell onebill people tell me to call Expressvu as it's their problem.
The problem is this: somehow Expressvu got our old and new accounts confused and believe we owe them for a PVR which we purchased in August 2004 (we still have the receipt to prove the purchase though we gave away the device). At our new home, we rent a HDPVR. We pay our bills on time every month. But they continued to bill us for money we didn't actually owe (including fees for our old address). Over the fall, each time I called, they would set up a new account and claim that they'd fixed our problem, which meant that by December I had 4 different account numbers. No two agents gave me the same information as to which was the correct amount I owed or which account I was supposed to pay, though I finally did the math and figured out how much I owed them. As of January, I had paid Bell around $200 more than I owed in the hopes that the problem would be solved and I would be credited once they figured out the issue. The lower level customer service agents have been sympathetic and helpful but obviously have failed. The one time I got a higher level manager in December he was accusatory, condescending and abusive (they wouldn't MAKE a mistake like this, he said). During my last conversation in early February, I was assured that the problem was fixed and that it would simply take two months for my bills to reflect the correction. Yesterday I received the collection notice for another $350. We have been paying our monthly bills, so this is a phantom amount, probably some remainder based on the PVR which we own.
I have spent approximately 15 hours on the phone with their customer support since September on this problem alone. I am fed up and demoralized. I don't have time or patience for this but if I'm going to spend the time, I need results at this point. So, as I said before, does anyone have someone I can call at Bell, other than their customer service number, preferably someone who can fix the problem? And what other remedies are available to me?
Thank you for reading and for your help.
N
Nemnoch
Guest
Agent, if you talk to your customers the way you address the folks here at DHC, then it's a wonder that you have a job at all.
You really shouldn't throw around company numbers. The acronymn's don't mean a thing to people who don't work for BCE in a customer service type position.
I can throw around numbers just like you...
What does a quality score mean anyway? Really, it's someone who listens to x number of calls and scores you if you say the 'right thing'.
I could score a 100% score on a call with a customer and never give them good customer service. Call quality doesn't take into consideration if you are empathetic or sympathetic to the customer, which clearly, you are not.
As for your First Call Resolution, if the customer has to call back about ANYTHING in the 7 days following your call with them, regardless of the reason for their second call, you then didn't help them with ALL of their needs. While this is sometimes understandable, it's also the reason that the FCR score is not expected to be 100%. I wouldn't be too proud of scoring what you did on your FCR. You're scoring 70ish % to a target that does not take into account 100% of your customers. For example if the FCR score is to solve 80% of your customers concerns on first contact and you only score and 80% to that target you've actually only assisted 64% of your total customers with their reason for first contact. (if I've done my math correctly, if not, I'm sure someone with better mathmatics skill than I will correct me). Not a good number to be socring. That's almost 50% of your customers who have HAD to call back for one reason or another.
BEV billed the customer for what BEV had recorded the customer rented, not what he actually rented. Even if BEV had the right to correct that mistake that BEV made, the customer should not be liable As the mistake was not the customers.
You continue to blame the customer for a mistake that was obviously the company's. That, is not good customer service.
You're a CSR. Anyone who speaks to a BELL customer, be they from Tech Support, Wireline, Repair, Winbacks, DMC, OMG, TCLT, TSR, SMS, SMB, BEV, EHD, CCD or OFA, are Customer Service Representatives. Their jobs may be different and have different names within the company, but at the end of the day, they are all providing service to the customer and representing the company.
Go back and re-read your posts in this thread. If a CSR from any company said any of the things that you've said to a person here on DHC (some of which ARE customers), I would be suprised that they had a job at all.
If you want to maintain any shred of the respect that people here have had for you over the last 6 months, I would stop posting in this thread now and really, just think about how what your saying comes across.
Nem, who says seek first to understand, then to be understood.
You really shouldn't throw around company numbers. The acronymn's don't mean a thing to people who don't work for BCE in a customer service type position.
I can throw around numbers just like you...
What does a quality score mean anyway? Really, it's someone who listens to x number of calls and scores you if you say the 'right thing'.
I could score a 100% score on a call with a customer and never give them good customer service. Call quality doesn't take into consideration if you are empathetic or sympathetic to the customer, which clearly, you are not.
As for your First Call Resolution, if the customer has to call back about ANYTHING in the 7 days following your call with them, regardless of the reason for their second call, you then didn't help them with ALL of their needs. While this is sometimes understandable, it's also the reason that the FCR score is not expected to be 100%. I wouldn't be too proud of scoring what you did on your FCR. You're scoring 70ish % to a target that does not take into account 100% of your customers. For example if the FCR score is to solve 80% of your customers concerns on first contact and you only score and 80% to that target you've actually only assisted 64% of your total customers with their reason for first contact. (if I've done my math correctly, if not, I'm sure someone with better mathmatics skill than I will correct me). Not a good number to be socring. That's almost 50% of your customers who have HAD to call back for one reason or another.
BEV billed the customer for what BEV had recorded the customer rented, not what he actually rented. Even if BEV had the right to correct that mistake that BEV made, the customer should not be liable As the mistake was not the customers.
You continue to blame the customer for a mistake that was obviously the company's. That, is not good customer service.
You're a CSR. Anyone who speaks to a BELL customer, be they from Tech Support, Wireline, Repair, Winbacks, DMC, OMG, TCLT, TSR, SMS, SMB, BEV, EHD, CCD or OFA, are Customer Service Representatives. Their jobs may be different and have different names within the company, but at the end of the day, they are all providing service to the customer and representing the company.
Go back and re-read your posts in this thread. If a CSR from any company said any of the things that you've said to a person here on DHC (some of which ARE customers), I would be suprised that they had a job at all.
If you want to maintain any shred of the respect that people here have had for you over the last 6 months, I would stop posting in this thread now and really, just think about how what your saying comes across.
Nem, who says seek first to understand, then to be understood.
Does anyone know(maybe AEV) how long it takes for bev to send out a return box for a cancelled rental on a 6100. It was cancelled Sept 8th. I called late last week and they said one will be sent out. Anyone deal with this before? I don't want to be on the hook for late charges because of something out of my control.
RingMaster
New member
Nemnoch do you work for Bell? I hope you do....Great Post!!!