My last experience with Bell

  • Thread starter Thread starter dunlop
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Never has any real problems with Evu billing having moved several times, activated numerous receivers, etc. Once or twice had to wait a few minutes when calling in. Once got a CSR in New Delhi. Guess I am beyond the 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. As many have said....it is only television. What happens when you have a real problem in life.
 
The part I don't get is why the store coudn't provde you with the right remote?
 
http://www.digitalhome.ca/forum/showthread.php?t=67530

Look at that thread...there are links pointing at different service providers showing that 30 days policy
 
There is a 2 options as what happened

1-Agent might have entered the wrong date in the system for the disconnection. He would have entered August 13th instead of Spetember 11th
2-Agent did enter the right date, but your account became a non pay disconnect, therefore shutting off the service

When a service is cancelled the programming after that date automatically gets credited... If client has a one bill with multiple Bell service is automatically goes o it and is applied to pay part of that bill. If you receive a seperate Bell Express Vu bill a check will be issued which client should receive in 3-6 weeks after the day that the account got cancelled

After all, didn't you say you were reluctant to that 30 days notice? You should have been happy it happened, as it seem you wanted, before that 30 days. Maybe you sounded really upset on the call and agent decided to be nice and not apply the 30 days notice...bad moove for him he would most certainly get a coaching for that! Only CSR and retention agents deal with service disconnection, sometimes SAT team also does, but for different reason, and once a client hung up we don't go back in the client's account.

By the way, for the arrogant poster who told me not to reply Agent Express V is not a HE, it's a SHE!
 
If you were to read me right, you would have ssen from the beggening that i've been blaming the agent who placed you disconnection order... I never said we didn't do anything wrong...the 30 days policy should, as in every disconnection case, have been respected. That same rules applies for everybody, contract or no contract! If I didn't taught that the agent did a mistake I wold have never said he could get a coaching for that.

What is a coaching? It's a serious warning that you did a mistake, that Bell is aware of it that could lead you to loose your job.

Who did the mistake? The agent who entered the work order...

Could we have fixed it? Yes, when you called to know what was going on they could have reconnect the service in 15 min-2 hours at no cost to you ad leave it on until the 11th of September as stated

Will you get credited for the progrmming paid after the
13th of August? Of course! If you have a one bill that covers all your Bell services the amount will be applied on your next One bill, reducing your monthly cost for your other service. If you have a regular Express Vu bill expect a check in 3-6 week
 
Exaggerate much? While I agree some posters can be a little over the top, people have a right to be upset with there service. I was a BEV subscriber for 8 years, back then you then minimum package was $11 (tax in) a month and if I called at 3am I would deal with a CSR. Now the minimum is $31 there is no regular CSR service outside of regular hours (not everyone works 9-5) and no CSR on Sundays?!?!?!

I've already posted that i have switched to Videotron, I did not do this because I believed the technology to be better, this was a big endevour on my part as my house was already wired for satelite, but I refuse to give BEV any more of my money to reward the downward spiral or service they provide. The last 2 years my own personal experience with Bell have been horrific. And guess what? If enough people do this, then they will make steps to improve the service.

So try not to think so highly of yourself and clump anyone with a valid complaint into the "egocentric, demanding, self-centered, opinionated, irresponsibile, boorish" category...ok?
 
From the Bell website:



After confirmation from the lvl 3 (and the fact that when I received my UHF remote I had it working in under 2 minutes). The remote for the 6000 and up is UHF Pro. This remote cannot be used on the 5900 which used UHF. Both boutiques I went to only had the UHF Pro, but the label in the stores clearly stated it worked on the 5900 and I had the sales person confirm it is the only remote that they sell.

Another possibility is that newer 5900's use UHF pro? My PVR is a little over a year old, I would consider rather new.

For the record this is not why I left Bell, but an example of how what should be a very simple problem to solve can become a nightmare for a customer if the staff is not adequately trained.
 
The reason that I memtionned all the different call centers is to explain you (and all the readers of this forum) that yes, it is possible that you call is transferred in India, but only a lo percentage of the calls ends up there

That said I also want to mention that working in a call center is considered a very good job for Indians, one of the field that pays the most. When an Indian does get a job in a call center they take it very seriously, they know it's an opprtunity for the.

Here call center jovb are the ones considered the worse, and that pay alomost nothing. People in call center here are likely to be at the same time looking for something else, studying, ect... They don't take it as a seroius job and lots of employes are still living at mama and papa's house, therefore not a badly needing their salary

Don't take me wrong... I do not agree with the fact they send calls out there
 
Gorilla that's now exatly how it works...

When you call the agent (CSR) will ask you why you want to disconnect the service, offer you alternative in the case that you mentionned moving or vacation (Temporary Programming Susoension), then if you still wantsto disconnect transfer you call to the Retention departement. They will try to make you an offer to make you stay...then, if they didn't succeed they will press disconnect in the order system, go to next page, and manually enter the date.

In the present case that's probably where the mistake happened...client called on the 11th which was a Friday. By default when you enter an order the system is set to that day's date...agent probably didn't change the date and since it was on week end only got done Monday
 
9 to 5??? Then why did I came home last night at 1:30AM?

Technical Support is opened 24/7
Customer service close at 9PM
SAT close at 10PM
Retention close at 10PM
TECH 3 (Senior Tech) close at midnight

We are opened Saturdays and Sundays... Vid
 
But if his services were dsconnected yesterday and they didn't choose to reactivate the services they will then be cedited for the service they pais after the 13th of August
 
Sorry to hear that you don't think this customer has been inconvienced by expressvu's inept behavior.
 
TJ of course I strongly disagree...the jobs that they opened for which they hired those Indians could have been given to people here in Canada.

I have to admit that most of the time that a clint calls back with and unresolved technical issue if I go back in the notes I see thy were answered by an Indians rep (and i'm trying to be racist here)... So yes they are cheaper, but if they generate call backs with unresolved issue, sometimes even leading to supervisor call, are they really cheaper? Compagnies should think about that before outsourcing...
 
Not having all the stats to compare to, it is also conceivable that the numbers of "callbacks" for calls handled in India are equivalent or lesser than the same calls handled in Canada?
 
I do not have "officials" EV stats, but I can certainly say that all the anglophonne clients that I got calling back saying their tech issue is not solved have previuosly talked to people in India

That call center is new,it would probably improove over time
 
The problem with call centers in India, is that while they are excellent for following procedures and policies. They are really limited in their ability to help you, there is no "outside the box" thinking. Also they are trained to literally not leave the script.

In my previously mentioned problem with the remote, you need to check a possibility of 16 "frequencies" for it to connect with your reciever. One of the india techs literally told me how to do the sequence 16 times......thorough yes....annoying...hell yes.

I also belive that they are under a lot of pressures from their bosses. When adding RAM to my Dell I was advised I needed to call the helpdesk, I used to be a network tech but did not want to void my warrenty. The tech from India was just there to literally listen to what i was doing. Which is fine, except he left me 5 e-mails and 2 voicemails about not filling out the satisfaction survey to send to his Manager .

I am strong believer in leaving these jobs in Canada, I have no doubt they are highly needed in India, but they are also highly needed in the Atlantic provinces where they have the infrastructure in place and employment is generally lower than the rest of Canada
 
Especially when the government limits who you can sub to. Expressvu does not have to buy Canadian but I do.
 
Also they don't have Bell Express Vu in the call center...and never had the service home!

We also don't have acces to receiver in my call center, but most agent do have the service at home

Since they can't they have to read out whathever is written on their computer and pray that it works. Our tech tool is very well built, you can see the menus just has th client would see it home (whithot the client's info of course) but it's not the same!
 
If the service could notbe taken out of Canada it would only make sense that their customer service could not be taken outside out Canada!
 
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