E
Ex Agent EV
Guest
It gets done automatically...make sure if you move in the next 3-6 week to provide us a follow up adress!
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Ex Agent EV
Guest
I don't understand your frustration...you said you were not happy about the 30 days policy. Agent made a mistake an shut off the service a day after your call (you should have been happy, he gave you what you wanted) but still are complaining!
The agent you spoke to last night could have restarted you services till the 11th of September if that is what ou wanted...
The agent you spoke to last night could have restarted you services till the 11th of September if that is what ou wanted...
I
I_Want_My_HDTV
Guest
In this case it's the computer software. Even as a customer who has never used the software, I am aware of numerous bugs and deficiencies in Bell's software, at every level. Bell's software, especially the billing software, is an atrocity. I could do better programming on hallucinogenic drugs. To be fair, I've seen other software this bad. It was the fault of extremely incompetent management, just like all the other problems at Bell companies.
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fmr
Guest
"The most important thing is that the client no longer has to deal with the blatant incompetence of BEV."
I wish it was true since I still have to deal with them 4 months later. I don't want to give up more than $50 they charged me extra even though they knew I was leaving. I just hope that marmaduke won't have to go through the same hell. But based on how it started for him, I'm not too optimist.
I wish it was true since I still have to deal with them 4 months later. I don't want to give up more than $50 they charged me extra even though they knew I was leaving. I just hope that marmaduke won't have to go through the same hell. But based on how it started for him, I'm not too optimist.
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wprager
Guest
I think the OP is expecting that he will still get billed until September 11, even though service was stopped on August 11.
This policy of giving 30 days' notice is ludicrous. Why? Because as a BEV customer you are *paying in advance*. In my case I had already paid for May when I called to cancel (Rogers gave me an offer I could not refuse). Unfortunately I missed calling on Friday, and ended up calling Monday or Tueday. Bottom line, they wanted 30 days' notice, even though I had already paid in advance for the remainder of May -- almost, but not quite 30 days' worth. I already had cable by that point (they came on Saturday to hook it up) and was not using BEV. So, there I was, paid in advance for 4 weeks' worth of a service I was no-longer using, and they insisted on getting another 4 days' worth of money from me. Petty, is what I call that. Really petty.
This policy of giving 30 days' notice is ludicrous. Why? Because as a BEV customer you are *paying in advance*. In my case I had already paid for May when I called to cancel (Rogers gave me an offer I could not refuse). Unfortunately I missed calling on Friday, and ended up calling Monday or Tueday. Bottom line, they wanted 30 days' notice, even though I had already paid in advance for the remainder of May -- almost, but not quite 30 days' worth. I already had cable by that point (they came on Saturday to hook it up) and was not using BEV. So, there I was, paid in advance for 4 weeks' worth of a service I was no-longer using, and they insisted on getting another 4 days' worth of money from me. Petty, is what I call that. Really petty.
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Ex Agent EV
Guest
They normally don't ignore the policies and the policy as stated in your service contract is a 30 days notice.
If the computer system was automatically putting the date in 30 days from now as soon as we open a disconnection order, what would we do when a person calls and says she/he lot is parents in a car accident, already sent in the death certificate and would like the service terminated? Tell him they should have planned their death 30 ago to make sure that service will be disconnected when they pass away? I don't think so... Service in that case, since we ave the proof in hand (death cetificate) will be terminated right away.
The system we use to place disconnection order is the same we use to add programming, remove programming and activate account. Wen we downgrade service, since it is done on the first day of the next billing cycle, we have to manually enter the date
There is not much calculation to be made...you call on the 4th, we deactivate on the 4th of next month!
If the computer system was automatically putting the date in 30 days from now as soon as we open a disconnection order, what would we do when a person calls and says she/he lot is parents in a car accident, already sent in the death certificate and would like the service terminated? Tell him they should have planned their death 30 ago to make sure that service will be disconnected when they pass away? I don't think so... Service in that case, since we ave the proof in hand (death cetificate) will be terminated right away.
The system we use to place disconnection order is the same we use to add programming, remove programming and activate account. Wen we downgrade service, since it is done on the first day of the next billing cycle, we have to manually enter the date
There is not much calculation to be made...you call on the 4th, we deactivate on the 4th of next month!
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Ex Agent EV
Guest
You said:
And I replied:
Then that line:
Became that:
And I replied:
Then that line:
Became that:
F
fmr
Guest
"I understand your frustration and I also agree that any comments by Agent will only serve to increase that level of frustration felt with this ineptitude on Express Vu's part. She may well comment, again that the CSR was wrong, it does appear to be a stock answer."
I only added this comment because of Agent stubborness refusing to admit there could be something wrong to cut you off early, when you pay for the service and there are terms of service valid BOTH ways. I would also have been very upset if I had been cut short while I was switching providers.
I won't hear her answers anymore since I preferred to become a real coward and put her in my ignore list.
I sure hope that Mr "Number 1 post" contributes to the forum based on the topic, instead of calling names.
I only added this comment because of Agent stubborness refusing to admit there could be something wrong to cut you off early, when you pay for the service and there are terms of service valid BOTH ways. I would also have been very upset if I had been cut short while I was switching providers.
I won't hear her answers anymore since I preferred to become a real coward and put her in my ignore list.
I sure hope that Mr "Number 1 post" contributes to the forum based on the topic, instead of calling names.
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fmr
Guest
I'm not interrested in his opinion. He works for BEV. But yours would be welcome, if you dared talking about the main topic. But I guees you won't anymore, since you've made up your mind about me.
You're digging your hole deeper here.
There is even LESS point for requiring the agent to manually enter the billing cycle date, since neither the customer nor the agent has any reason to change it. Simply program it into the system. Agent selects a downgrade, then the system lookup the next billing date, and sets that to the action date.
For the death exception, then 'cancel today' is an obvious variation. So the rules become that the date is ok if it's greater than 30 days in the future, or today. Still the system should not be requring manual input for the most common case.
Maybe not much, but from the original poster's account it's obviously beyond the skills of at least some CSRs. However it doesn't matter how simple the calculation is, you should not be placing the responsibility on their shoulders.
There is even LESS point for requiring the agent to manually enter the billing cycle date, since neither the customer nor the agent has any reason to change it. Simply program it into the system. Agent selects a downgrade, then the system lookup the next billing date, and sets that to the action date.
For the death exception, then 'cancel today' is an obvious variation. So the rules become that the date is ok if it's greater than 30 days in the future, or today. Still the system should not be requring manual input for the most common case.
Maybe not much, but from the original poster's account it's obviously beyond the skills of at least some CSRs. However it doesn't matter how simple the calculation is, you should not be placing the responsibility on their shoulders.
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Ex Agent EV
Guest
It would be too complicated to implement the programm that would enable us to that...and probably will create billing mistake in the meantime.
All clients have different billing cycle...and client needs to have the service for 30 days before we could remove a theme or a channel. How do you expect a computer system to be abe to check all that?
I belive it' simpler the way it is, the work order automatically shows for the current date and the CSR changes it to new billing cycle (for a downgrade) or in 30 days (for a disconnection). It's a simple procedure, it's not longer than placing an order for today...
All clients have different billing cycle...and client needs to have the service for 30 days before we could remove a theme or a channel. How do you expect a computer system to be abe to check all that?
I belive it' simpler the way it is, the work order automatically shows for the current date and the CSR changes it to new billing cycle (for a downgrade) or in 30 days (for a disconnection). It's a simple procedure, it's not longer than placing an order for today...
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Ex Agent EV
Guest
Before posting on a public forum try to gather your information first...
Bell ExpressVu as many call centers... 2 Bell Express Calls centers, one in Toronto and one in Dorval. They have 2 NCO call centers, one in Brampford and on in Montreal. They also have a Nordia call center in Montreal. Those 5 call centers ar taking all type of calls, from technical to billing to programming changes in the 2 official languages. We also have a specialised muli language center where we could call and request the client to be called back if h can not speak either English or French
There is also Nordia Sherbrooke who takes all types of calls also but mostly the French ones
Then we have a Teleperformance call center who is taking only billing calls... I belive they are slowly getting trained to eventually do the tech part
We have FOR OVERFLOW PERIOD ONLY (at least for now!) a call center in India... We opened it only recently and again, they are taking call only were there is an overflow, to make sure that the client is on hold for the shortest period possible. They only take tech calls... Before everyboy jumps, they didn't take jobs away from us...Express Vu decided to open position to have more agent taking calls for client to have the shortest wait time possible.
Bell ExpressVu as many call centers... 2 Bell Express Calls centers, one in Toronto and one in Dorval. They have 2 NCO call centers, one in Brampford and on in Montreal. They also have a Nordia call center in Montreal. Those 5 call centers ar taking all type of calls, from technical to billing to programming changes in the 2 official languages. We also have a specialised muli language center where we could call and request the client to be called back if h can not speak either English or French
There is also Nordia Sherbrooke who takes all types of calls also but mostly the French ones
Then we have a Teleperformance call center who is taking only billing calls... I belive they are slowly getting trained to eventually do the tech part
We have FOR OVERFLOW PERIOD ONLY (at least for now!) a call center in India... We opened it only recently and again, they are taking call only were there is an overflow, to make sure that the client is on hold for the shortest period possible. They only take tech calls... Before everyboy jumps, they didn't take jobs away from us...Express Vu decided to open position to have more agent taking calls for client to have the shortest wait time possible.
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dunlop
Guest
from : http://www.********/support/PrsCSrvGnl_ContactUs.page?language=en®ion=QC
Hours of operation:
Activations (new accounts and additional receivers)
7 days a week - 8 a.m. to 9 p.m. - including holidays
Technical assistance
24/7 every day of the year - including holidays
Billing and general information
Monday to Friday - 8 a.m. to 9 pm
Saturday - 9 a.m. to 6 p.m.
Sunday - closed
Holidays - closed
trust me I tried to call during the day last sunday before I switched and the tech in India was my only option. But this nitpicking is irrelevant.
You are ignore the meaning of my posts and instead seeing it as an attack on BEV. Again, do not accept bad service from ANY provider be it Rogers, Videotron, SHAW,CIBC or whatever. MY own personal experience in the last 2 years with BEV was "horrific", it does not mean it is that way for everyone.
My original post that started this was when Lindsay649 insinuated that people talking against BEV are from a "world of instant gratification, immediate response to every whim or desire that I have, no respect for anyone or anything, egocentric, demanding, self-centered, opinionated, irresponsibile, boorish, non-compromising, know-it-all type of individual.". I am trying to point out that the reality is not black and white
I had been a customer for 8 years, with a 6100, 5900 and 2 2700's. My house is already wired for the dish, I have never had a late payment.....why else would I switch?
Hours of operation:
Activations (new accounts and additional receivers)
7 days a week - 8 a.m. to 9 p.m. - including holidays
Technical assistance
24/7 every day of the year - including holidays
Billing and general information
Monday to Friday - 8 a.m. to 9 pm
Saturday - 9 a.m. to 6 p.m.
Sunday - closed
Holidays - closed
trust me I tried to call during the day last sunday before I switched and the tech in India was my only option. But this nitpicking is irrelevant.
You are ignore the meaning of my posts and instead seeing it as an attack on BEV. Again, do not accept bad service from ANY provider be it Rogers, Videotron, SHAW,CIBC or whatever. MY own personal experience in the last 2 years with BEV was "horrific", it does not mean it is that way for everyone.
My original post that started this was when Lindsay649 insinuated that people talking against BEV are from a "world of instant gratification, immediate response to every whim or desire that I have, no respect for anyone or anything, egocentric, demanding, self-centered, opinionated, irresponsibile, boorish, non-compromising, know-it-all type of individual.". I am trying to point out that the reality is not black and white
I had been a customer for 8 years, with a 6100, 5900 and 2 2700's. My house is already wired for the dish, I have never had a late payment.....why else would I switch?
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Nemnoch
Guest
FMR, regardless of whether someone works for BEV, BELL, Rogers, Telus, or Jon Bon Jovi, there is 0 reason to use that type of language on this forum.
Please refrain in the future.
Nem, who says knock it off...
Please refrain in the future.
Nem, who says knock it off...
H
haystack
Guest
I'm glad to hear your ok with the system as is stands. Now if you could only convince the customers
M
my0gr81
Guest
To be fair, Bell's billing software is a result of "legacy" that started on the mainframe world. You may have access to more choices in terms of programing and development frameworks today, but at the time, this was the best out there. Besides, the software was never designed to accomodate the plethora of service plans and options that are prevalent in the industry today.
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dunlop
Guest
Just dropped bell yesterday after 8 years, the last 2 years have been a nightmare anytime I had an issue, the service has gone down the flusher. Before switching I had called last week to make sure that there were no unforseen issues or balance owing. They offered me a deal of course but in the end I moved to Videotron.
When I called yesterday to cancel, they sprung the 30 day notice on me
My fault for not checking this out with their policies but it would have been nice if the rep mentioned it to me last week. It just ensures that I will not be back.
When I called yesterday to cancel, they sprung the 30 day notice on me
My fault for not checking this out with their policies but it would have been nice if the rep mentioned it to me last week. It just ensures that I will not be back.
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Ex Agent EV
Guest
Customers doesn't even know how it works...why would we have to convince them?
There is always a possibility for mistakes, and I belive it's the case with all compagnies...regardless whethere it's a telecommunication company, a Hydro compagny
There is always a possibility for mistakes, and I belive it's the case with all compagnies...regardless whethere it's a telecommunication company, a Hydro compagny
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fmr
Guest
Lots of would-be admins/censors on this part of the forum.
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champcar
Guest
The "30 days notice" is a ridiculous policy that is just one more way for Bell to stick it to their client base. Between that and allowing programming downgrades only on service dates, BEV is just creating ill will and ensuring that these transactions will be dissatisfying experiences for the customer. There is no technical or logistical justification, it's just a way for a multi-billion dollar company to grab an extra $40 or $50 (or in the case of program downgrades, as little as $5) from the wallets of their customers. It's really a lousy way to run a service company.