Praise for Bell ExpressVu

  • Thread starter Thread starter Ex Agent EV
  • Start date Start date
I agree, this should be done as a matter of normal business practice. The fact that the customer received the wrong information in the first place is a prime example of EV's/Bell's poor service and this is too often the case. The fact that it had to be accelerated so far is another example of poor business practice. I've lost count of the number of times I have been told the wrong information and then been forced to pay in spite of Bell's mistake. I've even had people from other Bell divisions threaten to cut off my phone service when I disputed the charges.


My calculations are based on a 2 year rental term. Example, new customers pay $3 x 24 = $74 over a 2 year term for a 3100/4100 or $10 x 24 = $240 for a 6100 plus receive larger programming credits. Many have also received a year free rental on one or both receivers. Many legacy customers paid $189 and up to $800 respectively and received much smaller programming credits. Any way you look at it, legacy customers are supporting hardware and programming giveaways to new customers long before the cost of their equipment is amortized at the new customer rental rates. Two year rental agreements and large new customer programming discounts will probably increase churn in the long run, another cost that must be supported by legacy and long term customers.

I call this type of business practice bait and switch. Lure people into making large purchases by misrepresenting costs or making promises of things that are not delivered, such as significantly lower programming costs and significantly better HD selection. EV was the lowest cost provider and had the most HD when I switched. That is no longer the case and it looks like that will continue.
 
I agree. I never want to call Expressvu. I always call Bell. I get better service. They usually feel they are cleaning up a Expressvu mess and so they work harder to make you happy.
 
It's an admirable way to treat the customer: they mis-understood (or were mis-informed) about the process ... and this first time they will pay once for each unique film. In future, once might expect, the customer file will show this "education" and not allow multiple "free" viewings.

But I did cringe which the bit about the credit "might get accepted or not" ... because if this customer is told by one CSR "everything's ok, I've credited your account", only to discover later the credit was denied ... eeek!

If I am reading this right ... a CSR hasn't the authority to actually apply a credit? Is there a follow-up process if the CSR solution is denied? Is the customer called back by collections to let them know they must pay the bill in full? :eek:
 
We have a billing departement number, you can post it on the site if you want, you know very well they don't take calls from clients, they don't even take CSR's calls.

When we so a move order throught our OMC tool (which we shoudn't use anymore for move) I think it automatically puts all the receiver numbers listed on the client's account on the technician's work order, since it doesn't ask at any point how many receiver will be installed. Tech knows that if there is 2 listed he will get extra so he probably don't bother to call Express Vu and say:"Hey, by the way I only installed 1, not 2"

When we do a move order throught our OMX tool (which is the way we should always proceed) the system asks us how many receiver client has that are double tuner, how many single tuner and finally how many will be professionnaly installed. If you put only one there I belive system will only write receiver listed as A in the customer's list of receiver and therefore would eliminate the confusion about the additionnal receiver install charge.
 
Unfortunately the Techs do not see any of that information. They only get told it is a Move Order in SEFAS, very little extra Details if any.

Nimiq 1
 
I guess I did. My experiences with EV CSRs (but not Bell in general) have been good so far. Bell's billing system seems to be a nightmare for everyone involved. The issue may have been that I had no PPV's on my account at all so the CSR could not provide a credit.


I've done this a few times too. :D
 
We didn't had to give him the promotion, since it was not offerred at the time and client didn't qualify for it. In most case like that client only receives a I'm sorry you were misinformed, but we can not apply this promo since...

To me appliying a promo that a client is not entitled to because he was told by an agent (and there probably was a note to back that up) is good customer service. We are not talking about a month free there...we are talking about 300$!
 
We CSR, do credit REQUEST ONLY! It might get refused or be accepted...there is no follow up done on credit request as we are not provided a time to do so. When we get there we log our phone in and we start receiving calls...and we receive one call after the other. We do not have the possibility to, at a time during the day, stop receiving calls and do follow up. If the credit is refused the client is not advised.

Depending on issues, even SUPERVISORS will only do REQUEST...if it's a promotional issue, for example, or for a suscriber refund. The only form of credit a supervisor will be able to autorise right away is a satisfaction credit.

That's why I stated to that customer that it might get accepted or not, so that she doesn't expect something that might not come
 
Count yourself as one of the select few.

Check out our rant thread. It was created because so many people were posting threads on the forum complaining about BEV that it was overwhelming the forum.

Personally, I had ExpressVu for years. I had four receivers replaced (3 5100's and one 3100) and every phone call I made was an exasperating and horrible experience.



People who are satisfied with Bell aren't going to be making threads about it. Most customers are happy with the service Bell provides. Just like the war in Iraq most Americans SUPPORT the troops however you only hear the people that don't. Might be a bad example but you get what I mean.
 
Thing is Bell can not correct a promotionnal credit, or an Express Vu billing mistake on the Express Vu charges...

On the other hand, on the internat site they have agent assigned to each departement of Bell...
 
I mean no disrespect of you, AEV. I admire your enthusiasm and loyalty. I am certain you have helped many customers get the service they expect.

But good gravy! What a horrible customer experience in this instance!

They call in about PPV charges, somewhat annoyed. They have the policy explained to them and, as a make good, are offered a credit for the multiple purchase instances. The customer now understands the order process, agrees to pay the first time (they did order the movies, after all), and promises to order only once in future.

At this point, every one should be smiling and singing kumbaya. In fact, I'd reckon, in spite of the billing fubar, having fixed it, and explained it, the customer would be inclined to be more loyal than ever to Bell.

But there's that dark cloud on the horizon: the CSR only promised to "request" a credit. If denied, no one will find out till the next bill arrives demanding payment with overdue interest. Now how does the customer feel? Betrayed, annoyed, still not satisfied, and angrier than ever.

If a CSR has no authority to implement a credit, then the customer should never be told they "might" get one. Further, if the CSR -- representing Bell -- applies/requests a credit which collections deems "unsuitable" then that collection department MUST inform the customer and make an alternate solution.

Or maybe Bell is up for sale for good reasons. Like this stupidly blind customer service rule.
 
Just because they support the troops that doesn't mean they like the war or the people that sent them there. I support satellite TV and CSRs for the work they do. That doesn't mean I like Bell and EV or their policies.
 
What is the procedure if there is 3-4 receivers listed on the work order and client only request to have one installed? Do you call us to let us know?
 
LOL

I guess this is where people have differing opinions.

If the conversation had been recorded or written into the client record as it was in this case, then that constitutes a contract. Whether or not it was a valid promotion is not the issue. It was offered and to make matters worse, resulted in additional costs on the part of the client.

Honouring the contract / commitment is not "good (or excellent) customer service", it is simply "meeting the commitment" or "expected level of customer service". In fact, this is a rare instance (based on your comments) where the minimum (delivering on procmises) level is actually met.

Not delivering ("client only receives a 'I'm sorry' ") would be sub-par customer service and grounds for a breach of contract lawsuit, although hardly worth persuing (unless we were in the U.S. LOL).

CSRs and EV get trashed a lot around here (often I agree that it is excessive and unjustified) and I usually understand why you stand up for them, but in this case this is definitely not "good" or "excellent", at least in my opinion.

The bottom line on at least 90% of the issues is that the CSRs are not provided the correct information, are not provided the level of authority to resolve issues and are not provided with proper training. I can't blame them for what they do with teh call time restrictions, hits for downgrade of service etc, but I can certainly blame the organisation (EV) for putting these 'controls' in place ultimately forcing poor service onto the customer. This is one of those situations where a senior VP needs to step in and say "Wait a minute, this doesn't make sense" and redesign the customer support from the ground up.

EV is in business because of paying customers. Although the odd person here and there leaving does not have any significant impact, the numbers of dissatisfied customers seems to be growing faster than new customers. At some point the number of subscribers will indeed start dropping unless "they" change their attitude.

Overall I am still happy with the services I get, the equipment (although I have a significant hardware investment I am worried about) and I understand the CSR problems and, at the moment, I am willing to make 4-5 calls to get a simple task done. The price for the services, for me, has reached the point though that I am starting to consider alternatives (although in my heart I doubt anyone else is any better). Unless the services get better, the support gets better or the prices stop increasing to cover unnecessary wastage then I will move on at some point soon.
 
I think they will go broke before they are sold trying to live up to a satisfaction credit.

Imagine if everybody here that's had issues, and there are millions of them called in for a credit...

WAIT, let me sell my stock in BCE while it's still worth something.
I don't want it going the same way Nortel stock did a while back, oh wait, that was a BCE company run by a bunch of crooks as well.
 
Just ask all the 9200 owners if they are happy. Your PVR is working perfectly (no major problems) and then they download V149 and all of a sudden your PVR is not working perfectly anymore, and with some, not working at all. Then you phone Bell and they have no idea what you are talking about. You phone them one month later and they still have no idea. Until you speak to a level 3 tech and he begrudgingly says there are some issues with V149 and they "are working on it". That was almost 4 months ago with nothing done with the current crop of bugs.
 
If it's an Express Vu charge that you disagree with (Ex:a PPV movie you say you didn't order, being charged 6 themes when you have 5) it is not One Bill who could make the credits for that. Credits must be requested by Express Vu
 
Man, it's always interesting to see the BEV hating commence in these threads so easily. And now I see hugh was comtemplating the "BellSucks" domain as well? Tsk, tsk...

In any case, I think this shows that BEV is not all THAT bad. They are a company, and for every one dis-satisfied customer on here, I'm sure there are 100 happy ones.
 
Hugh, you and I both know that means zero in the real world. Think about it for a sec. I know many folk that get credits and such from bell and other companies but don't go and post about it. It's only the complainers that normally post.
Even I myself have received a credit from Bell but i don't go posting about it.
 
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