Leaving ExpressVu or got a Rant then post it here!

D

Deathmaster

New member
EVUCSR
Well as a new sub I don't think that they do anything, I recently ordered ExpressVu on the internet and when they came to install it, they showed up with no equipment because they thought it was a service call. So I made another appointment and the second time they showed up with no equipment, this time the installer told me it was because the 5200 was being recalled, so I called EV once again and the person on the phone said they were on back order but I could get two 5900 for the same price ($600) and I replied that there only $125 right now and she could give me two for $250. She said no and after an argument I had her transfer me to the escalation department. The guy on the phone was nice and polite and offered me two months free programming (which I already go when I signed up) for the trouble, so I made a third appointment. They showed up a third time with out the 5200 but with the 3100 and the guy left and came back with a 5200. I had him install it on the side of my house and I later notice he did not secure it to a beam. So only my siding is holding up my dish since I have no plywood under it, just pink Styrofoam. My wife call to complain because when the wind blows the sat loses signal. They told her if she has a signal than there is nothing they can do about it. So I call and he told me this is the third call from us today which it was only the second , so I told them to get some one out here to fix it and the CSR asked me why I did not ask them to put it on a stud. (maybe I should have done the install myself then) Well after 35 min of arguing with me and giving me stupid excuses, he is finally sending some one out to fix it. But now I will have four holes in my siding. On a side not I also ordered sympatico and although they billed me wrong on the first bill they fix it within 5 min. and the lady was very nice but EV makes me want to leave bell altogether.

DEATHMASTER
 
I had the same problem, it ended up being my 4 way switch, if you have a switch try bypassing it, the technician spent 3 hours trying to fix the problem before he tryed the switch.

DeathMaster
 
OK, let's try to keep this thread on topic. It is supposed to be used for ExpressVu complaints and/or rants. If you want to make some comparisons between the different providers, let's use one of the threads like the one I mentioned above.
 
yep you should have bought the 5900. you could always sell the 9200 on ebay
 
Some will say.........it is a honest mistake.

I say it is not.

and btw. Goodluck getting credit back!
 
Installation is the time when most problems can come up. However that is no excuse for poor service; in fact, Bell should be trying harder to leave a good first impression.

But, the contract you are under includes installation. If they are not willing to meet their obligation, I see no reason for them to not take back the hardware. If they give you trouble, threaten small claims court.
 
I traded in my 2 ricievers and got a $400 credit towards and HD pvr with shaw. I know their HD offerings are not the best but it seems good enough for me and Shaw's customer service seems to be quite good.
 
Here's my recent experience:

1. Purchased a rental package from BEV kiosk.
2. Called and booked a time for install.
3. Received a call the next day from the installer who wouldn't come on the day they were booked to.
4. Called BEV to complain and was told that the installation was still scheduled as original relayed and to be home.
5. Called the installer to confirm and was told there was NO way they would be coming out. In one phone call the installers gave me 3 different excuses.
6. I called BEV back and after 2 hours of holding, talking, transfering was informed that the installers weren't even supposed to be talking to me. I told BEV that I thought they didn't want to come out as I was scheduled as the last appointment before a long weekend.
7. BEV called back to let me know that the reason the install wasn't coming was the I had cancelled. After I finished freaking I was put on hold and then she came back and told me that the installers said I had agreed to this. Even she didn't believe this and promised to get me down as soon as possible.
8. 2 weeks after my scheduled appointment I was finally up and running! Bell even promised me a free months programming. Whoopee
9. Still no credit as promised and no $50 hardware credit. After calling they had no record of it. After waiting on hold they finally found the info and promised to apply it to the account right away. I asked if I needed to make the months payment but was told I didn't as I had more credit that would cover approx. another 2 months.
10. A month later, Crap, the house sold and now I have to move the dish. Called to arrange to get the dish moved. I was refused, apparently my account was in arrears. No record of my hardware credit or 1 month programming credit appeared anywhere. Before they will book a move I have to pay up. Frustrating but not a biggie as long as I get my credits some day.
11. Called again to get the dish moved and asked if I should leave the dish or take it with me for a self install if it would take them a while to do it. They told me to leave the dish, that the installation would take 3 days max and to book it when I arrived at the new location.
12. I called as soon as I was at the new location and was given an installation date 3 weeks later. So much for 3 days. After bitching they told me to keep calling back incase someone cancels. I made sure that they wouldn't be charging me for downtime.
13. The installer showed up and installed the dish and drilled the hole for the cable. Nice enough guy but wow did he whine when he realized it was a dual tuner PVR and he had only run 1 line. (I had pointed out my unit when he arrived) Picture and sound were up so he left. As soon as I tried the 2nd tuner it came up with errors. I rebooted, check switch, etc. with no luck. I called the installer back and he promised to check on it the next night.
14. The next evening he arrives to check out the installation and doesn't know how to operate the PVR so my wife shows him how. She reboots once again and the stupid unit starts to work so he can leave. :-)
15. Half a week later and NO service! I call and find out that they've put me into a holiday hiatus for the month. It seems that when they tried to credit me for the nearly full month they couldn't give me service the put it on the wrong month. Fixed up as soon as I call.
16. Called to double check about the vacation and sure enough they had screwed up my credits. It is supposed to be fixed but I'm no too hopefull. :-)
17. I was told when I went to rent a HD PVR that they had none and if I rented the non-HD PVR I could swap when the HD units came in. Needless to say I'm still in limbo on this one. Do they even do this? If I had to I could buy out my contract (can I use my credits?) and then have my wife sign up.
 
Sympatico has it's share of similar stories I'm sure. I know a few people that work there. Bottom line is, your install is in warranty for 90 days after install. So I don't know why you're getting the run around. Bell contracts out the installs, so it doesn't cost Bell a dime if a customer is not satisfied (within 90 days). All the contractors have to give a 90 day warranty. Also, like with any work being done on your property, it's always good to be there, or at least leave a set of detailed instructions. After all, it's your house, and if things go wrong, you have your instructions to back up a claim, ex: I told them not to fasten the cable to the gutters.. etc..
 
Whiteknight, you have options.

A- Block adult content
B- Block certain channels (manually)
C- Create a favourites list.
 
To add,

I got a call (good thing I wasn't home) from them saying that if I don't pay my bill, they will charge me this $25 Administration Fee. It's messed up that they can easily CHARGE my account but when I (as a customer) made numerous request for a credit I was suppose to get in 4-6 weeks, they seem to have trouble doing it.

When I called them back a few days later, I told them if they don't give me my credits can I charge YOU (Bell) $25...

I've never lost my temper over the phone with any company before.
 
I don't have any axe to grind and I understand there are both good and bad things about both ExpressVu and Starchoice. However I am posting my experiences in case anyone wants to read, in particular ExpressVu management might read why they did not get me as a customer.

I have had StarChoice for around 7 years or so. By the way I am the kind of customer these companies want to have ie. lots of disposable income, perfect credit rating, I would be a steady source of revenue for years and years and years.

I wanted to get an HDTV PVR. Reading the reviews of both the ExpressVu 9220 and the Starchoice 530, the 9220 is obviously the better machine by far. So I decided to switch to ExpressVu.

There are three satellite dealers in my town. All of them used to sell ExpressVu and none of them do anymore. They said it was because of all the problems they had dealing with ExpressVu.

I still wanted the 9220 system so I called an out-of-town satellite installer. He would come to my town and do an install. We went over some specifics about the system and the install. I was ready to purchase my system.

Then I phoned ExpressVu to try and get a few details about the 9220 system. I wanted to know some specifics: do I need 2 dishes for my area, what is the warantee program like, are there any extra charges, a few technical details about the hookup.

In the past few days I have called ExpressVu three or four times. I have been kept on hold for 10 to 15 minutes each time, then transferred to a customer service representative. Each time the phone connection was very poor and the service rep spoke with a thick East Indian or Arab accent. I am not saying this out of prejudice, it just makes it difficult to communicate when English is not the person's first language.

Today's call was the last straw. After 17 minutes on hold, I spoke to the rep. I could barely understand his English. He could not answer my technical questions so I asked to be transferred to a technician who had more knowledge of the 9220 system. He transferred me away, after 15 minutes on hold (after the original 17 minute hold) I gave up.

An hour later I purchased my Starchoice 530 system from a local store. Including install costs, I am paying $150.00 more than the ExpressVu system would have cost. I am getting a worse HDTV pvr with some known bugs. But I am getting good customer service, my questions are answered satisfactorily, and no one has kept me on hold.

In summary, ExpressVu's long on-hold wait times and customer service reps with poor English language skills have prevented ExpressVu from stealing an excellent customer from their competitor. As a self-employed business person, my business would never survive if I treated my customers that way.
 
*So to "rent" this new 9220 i now have to pay out $230+....... *
you also fail to mention that you get the $49 back and you get the $79 back in programming credits. The 100 that you lose by having the install done is easily avoided by scheduling an evening or weekend install.

nem, who had a really snappy response, but for the betterment of mankind decided against it.
 
Bell phone service can be suspended from 2 weeks to 6 mnths. Sympatico is from 1 mnth to whenever and bell mobility is a month at a time. the service is really meant for "snowbirds" those people who go to summer climes during canadian winters.

nem, who has some answers.
 
I met a former manager of an Expressvu call centre recently. He told me they spend thousands of dollars on consultants that poll recent callers to the CSRs on the quality of service.

Recommendations are made, but are ignored by the corporate bosses. They still rehire these consultants over and over and get the same negative feedback but do nothing.

I think I'll start up as a consultant to BEV.
 
if it makes you feel any better, the HDPVR should be in stores next week...it is a much better unit than the starchoice model, plus its less expensive.
 
Back
Top