I must leave BEV - how can I reduce cancellation fee?

  • Thread starter Thread starter merve04
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If you are moving to an area that does not offer Bell then they will not charge you the cancellation fee.

If you move into a condo that will not allow you to set up a dish, bell now has TV for condos and apartments which uses the phone line instead of a dish.
 
CSR have no way of knowing if the building correspond to one of those cases...and it's the CSR that would do the move order. I do not belive that such a data bse exist, and if yes tell me were and who could acces it... The only info we could easily obtain is if client is in a VDSL or TV for condo building...and for that we have to call the departement, wait most of the time over 10 minutes (if they are open at the time cause their hours are different than ours), give the postal code, be put on hold, and get the answer. Do you really think we would go throught this every call? I don't think that I would loose all my AHT bonus to call us that departement to get, in most cases a no, it's not a MDU or VDSL unit to make an installer happy. At 10$ an hour I thinl we already do more than what we are paid for. We do billing, move order, sales, programming changes and technical support. I'm not gonna loose part of my 5$ an hour bonus because a tech says that we should verify if by any chance tere is a possibility that he won't be able to install. Clients are not kids... They are adult and should be responsible!

I belive it's the responsability of the client when he moves to a new building to inform himself on whether or not service is permitted where he moves. If he moves into an appartement building he have to get a permission letter anyways... When it's a MDU antenna most of the time the landlord will give the tenant the number for their building installation, so that's not even a problem.

How are we supposed to know there is no line of sight? Do you now have call display showing youthe backyard of the client, how many tree there is, if they are mountain on theback and so on?
 
If you are moving at the beggening on November call us at the beggening of September to make sure everything will be done for the beggening of November and don't have to pay for an extra month.

Call in to say you will fax the papers prooving that dish is not allowed and tell them to put a note upon reception cause you will call to verify that it has been received. Call back the next day and ask them if they had receive it. Note the name an employe number of the person who takes the call that day, and ask her the name an employe code (ABC, it's three digit letters only or letter + numbers) of the person who puts the note that tey have received it.

Wait for your final bill... If early termination are showing call back. Ask them to fill a request to have them credited. Take the name of the employe who tell you will make the request and take the request number (it should be a long number that look like that (2007-MONTH-DAY-123456)

Wait 3-6 weeks... If still not credit call again...

 
Personally, I think any BEV installer that showed up to a hydro-less cottage that HAD ORDERED satellite service should install the dish and the receiver, without actually plugging it in, and start charging the customer from that point on. If you ordered BEV and you knew you had no way of getting service at your cottage at the time, you decided to order the product just the same and should be billed. It would sort of be like ordering high speed internet, but not actually owning a computer?

Now, if you had ordered and you did have hydro at the time, and then it suddenly goes away in a permanent manner, I think breaching the contract is a fair thing to have happen.
 
How exactly does one "send proof" that there is no hydro?


A photograph of a trailer in the woods with no lines to it perhaps?


A picture of my tent?

Cmon now!
 
I would like to stay with BEV, but it looks like I can't have ANY satellite dishes up where I'm moving to. So I'll probably have to bite the bullet and go with Shaw, or say goodbye to HD and go with MTS again.
 
The client signed and agree to be provided the service for 2 years. He was well aware that he signed a contrat and it states in bold capital letter 24 months on he contract...

The client decides to move where there is no hydro...he is th one who then decides to break the contract. We would gladly offer him the service, we didn't break the agreement, we would have even sent a te for him to install the service at the new place! We already paid a tech to do the original installation (in most case), offered a discounted price in the first few months (therefore loosing money),I really thik that at that point it up to customer to do is share of the work and prove whathever situation he is in.
 
I have NEVER been described as average or sane, especially as I have worked with Express Vu for over 6 years now........ Or should that be banged heads with.....?
 
If I remember well it's 200$... Best thing to do is say you want to cancel, then, once at the retention departement ask them. They are the best departement to tell you
 
Well I got off the phone with CS rep, not sure I believe him and he was extremely hard to understand but he said there would be no termination fee since I was moving to a foreign country.

So I will call again and see what other CS reps say. I don't wanna disconnect and then find out there's a ginormous fee to cancel. LOL
 
So now EV decides where its customers are allowed to live?! :confused: Wow, I never knew that a satellite company was so powerful. George Orwell would be proud of how well his novel, 1984, predicted future events. :rolleyes:

EV, what an arrogant company.
 
Well... I'm still on 50-60% satellite signal, now awaiting for Shaw to come over on the weekend and give me a free HDPVR; the next day a Bell tech should show up to get my signal where it should be for the last time... I still have 2 more free months from BEV ( from a promotion with the purchase of a dish splitter for 3 TVs); so I havent pulled the plug yet. I will keep you posted on what fees I get charged when I do; or what they offer me to stay.
 
I think you are not reading right... We never said you can not move... I said that Bell will let you cancel your contract and even credit the penalty for early termination if there is no line of sight or dish is forbiden at the new adress.

Sensual Poet said that if you move Bell shoudn't credit those charges since the client is well aware that he has a 2 years contract and it is not Bell's fault that there is no ine of sight or that Bell is forbidden there.
 
Good plan... I've gotten different stories from CSR's many times when I've called about one thing or another.

If you call back and get something different, you could consider asking to speak to a supervisor/manager. The CSR might not like it but I've had to do it to get a couple of issues resolved where different calls yielded different results.
 
My original advice still stands. Tell EV about the situation with the move. As suggested, provide written proof. (Not that it proves anything, anyone could forge a letter from their "landlord.") If they still won't wave the cancellation fees, ask for your service to be moved under the move program. The installer will come out and fail to install the service. Your service will be canceled by EV.
 
BUT, it's satellite, can't you just send him power down to the dish?? :rolleyes:

Like when you tried to fax me a copy of my bill and I said my machine was out of paper, so the agent said, no problem, I'll fax you some!
 
Just ask for transfer of service under the EV move program. If EV does not or cannot provide service for the new address, then they are breaking the contract, not you. ;)
 
OK, I will type this very slowly because I know you do not read very fast.

YES, Express Vu should keep a Database of Buildings where Service is NOT permitted.

I do not give a HOOT about you loosing a BONUS, this is something you need to earn. If you do not have the correct tools to do your job, then these should be supplied to you.

As for the VDSL buildings, this would not be an issue if you had the Database in place.

If a Customer calls and they cannot get service because of No Line Of Sight, then this address should be flagged within your Database. The next time this address is input for a potential client, the notes within the Database should give reason for no line of sight issue. Then it's an easy job to ask the customer if, for example the large trees to the South West have been removed / trimmed back, if they say no, well cancel the installation at that point, saving the customer from having a day off work and a wasted journey for the Tech.

Whilst I do agree that clients are not kids, they seriously think that the Tech is being paid to drive to there house and verify everything that a CSR was supposed to do during the initial phone call.

You talk of loosing a $5 per hour bonus, well you would still get paid your base $10 if you did loose the bonus. Now what about a Tech who drives 30kms to a building where Dish's are NOT permitted, he does not loose his bonus, he just plain DOES NOT GET PAID A RED CENT, it actually costs him cash to do your work.
 
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