H
haystack
Guest
One Bill does it all. The do the run around for you make any calls required for telephone, expressvu or sympatico.
E
Ex Agent EV
Guest
I also received credits myself...that I was not entitled to!
When I changed my 2 3100 to the 5900 it took weeks before I received the boxes. Therefore it took over a month to return the equipement. As a resiult I was charged 250$ for non return of equipement. At the time I was just in training to be an agent. I called them to tell them I won't be paying the 250$, that I returned the receiver already. The agent requested a satisfaction credit to credit that amount, which he shoudn't had done, cause it gets credited automatically when they receive the receivers.
The credit he requested got accepted, and when the receiver were received they credited me too. Result:an over-credit of 250$. I called to let them know, but the Ha
When I changed my 2 3100 to the 5900 it took weeks before I received the boxes. Therefore it took over a month to return the equipement. As a resiult I was charged 250$ for non return of equipement. At the time I was just in training to be an agent. I called them to tell them I won't be paying the 250$, that I returned the receiver already. The agent requested a satisfaction credit to credit that amount, which he shoudn't had done, cause it gets credited automatically when they receive the receivers.
The credit he requested got accepted, and when the receiver were received they credited me too. Result:an over-credit of 250$. I called to let them know, but the Ha
RingMaster
New member
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.
Very good point. Why can't I quote messages? I was more so referring to how Bell CSRs get bashed here.
Very good point. Why can't I quote messages? I was more so referring to how Bell CSRs get bashed here.
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Ex Agent EV
Guest
They are doing this to prevent abuse and they right for doing so...this may not be the most customer-friendly way, but the best I think. And don't think I say this because I work for the compagny! It pisses me of to, when I waited in the past for a credit to wait 3-6 weeks to see if it would be applied.
Too many calls would be solved by credits client is not entitled if we could guarantee right away that the credit will be applied. Not happy about pro-rata charge? Credit. Not happy about installer charge? Credit., even if the installation was done over 10 years ago and the client is not entitled to.
Many credits request are not accepted because client is not indeed entitled to the credits agent requested...if that departement wasn't there to double check before accepting the credits they would end up paying too much credits...and since they would loose money they would probably try to get it back, most probably with a price increase as a result. Or client would be credited and a bill or two later have to pay back the credits he was given and was not entitled to. I think that would be much worse
Too many calls would be solved by credits client is not entitled if we could guarantee right away that the credit will be applied. Not happy about pro-rata charge? Credit. Not happy about installer charge? Credit., even if the installation was done over 10 years ago and the client is not entitled to.
Many credits request are not accepted because client is not indeed entitled to the credits agent requested...if that departement wasn't there to double check before accepting the credits they would end up paying too much credits...and since they would loose money they would probably try to get it back, most probably with a price increase as a result. Or client would be credited and a bill or two later have to pay back the credits he was given and was not entitled to. I think that would be much worse
E
Ex Agent EV
Guest
They can not correct a programming charge, a PPV you disputes has not been ordered...the only persons ale to do that are CSR's. In some call centers agents have acces to One Bill, but not all of us do.
If you call you call One Bill and complain that you haven't ordered a movie being charged on the bill they will transfer you to an Express Vu CSR that have acces to One Bill and that agent will discuss the situation, and, if necessary request the credit
If you call you call One Bill and complain that you haven't ordered a movie being charged on the bill they will transfer you to an Express Vu CSR that have acces to One Bill and that agent will discuss the situation, and, if necessary request the credit
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Nimiq 1
Guest
As I have stated before, the Tech nor the Installation Company actually see a Work Order, all we, the Installation Company receive is an excel file which lists all the jobs for the following day. Move Orders just show as that, a Move Order, with a 51cm Dish being the ONLY equipment on that specific call. Very rarely do we see how many receivers are on an account, note please what I said, how many receivers are on an account, we NEVER see how many are to be installed.
If a customer has 4 receivers on the account but when we arrive and we explain that only the first is installed free, then we do exactly what the customer requests, we do not argue with the customer, who on 90% of the occasions insists that they were told "All receivers will be installed for free" by a CSR, we just do the free one.
When installed it is the responsibility of the Technician to call into Sky Dish, yes the same number that Customers use, there is no short cut for the Technician, he has to wait the same length of time as a Customer, and have the box re-activated. He will advise during this call that he has only installed the one receiver. That still does not stop Express Vu from charging Customers for ALL receivers on the account being installed.
There is a major disconnect here somewhere but I don't see what else we as Installers can do, we tell Express Vu we ONLY installed one receiver but they choose to invoice for all 4.
Nimiq 1
If a customer has 4 receivers on the account but when we arrive and we explain that only the first is installed free, then we do exactly what the customer requests, we do not argue with the customer, who on 90% of the occasions insists that they were told "All receivers will be installed for free" by a CSR, we just do the free one.
When installed it is the responsibility of the Technician to call into Sky Dish, yes the same number that Customers use, there is no short cut for the Technician, he has to wait the same length of time as a Customer, and have the box re-activated. He will advise during this call that he has only installed the one receiver. That still does not stop Express Vu from charging Customers for ALL receivers on the account being installed.
There is a major disconnect here somewhere but I don't see what else we as Installers can do, we tell Express Vu we ONLY installed one receiver but they choose to invoice for all 4.
Nimiq 1
S
SensualPoet
Guest
I am typing with one finger so I don't comment on Iraq.
*mmmmmphhh!*
Agent Express V is a very honourable poster who provides great insight into the "Bell ExpressVu machine". She puts up with a lot of flack on the phone, and online here, supporting her employer. Good on her: I admire that.
I also respect the pretty thankless job many CSRs do, day in, day out, at Bell and any customer service call centre, attempting in a few minutes and with limited tools, to assist a completely random caller and problem, and find a decent resolution and customer satisfaction. It ain't easy.
So, sure: Praise for Bell ExpressVu -- a good thread to balance some of the other issues that arise here. But DHC is not all about complaints, either: many posts are questions, quickly answered by the veterans here, or collective knowledge.
More importantly, DHC is about a shared passion for television as entertainment/edutainment, delivered this way or that, in HD and more conventional means, by appointment TV and On Demand.
And, at the end of the day, it's about an opportunity to watch the nightly news in 5 time zones; or The Sopranos; or the latest Hollywood movies or tonight's big game on the big screen with/without simsubbing. And about the future and what we can expect in three months and three years from our chosen provider.
And all of that is not life and death, as is Iraq and other issues. At the end of the day, it's just TV. That's a whole lot in itself, and a wonderful thing to enjoy, discuss, debate: welcome to our world. And no matter how heated the words get, no one dies.
*mmmmmphhh!*
Agent Express V is a very honourable poster who provides great insight into the "Bell ExpressVu machine". She puts up with a lot of flack on the phone, and online here, supporting her employer. Good on her: I admire that.
I also respect the pretty thankless job many CSRs do, day in, day out, at Bell and any customer service call centre, attempting in a few minutes and with limited tools, to assist a completely random caller and problem, and find a decent resolution and customer satisfaction. It ain't easy.
So, sure: Praise for Bell ExpressVu -- a good thread to balance some of the other issues that arise here. But DHC is not all about complaints, either: many posts are questions, quickly answered by the veterans here, or collective knowledge.
More importantly, DHC is about a shared passion for television as entertainment/edutainment, delivered this way or that, in HD and more conventional means, by appointment TV and On Demand.
And, at the end of the day, it's about an opportunity to watch the nightly news in 5 time zones; or The Sopranos; or the latest Hollywood movies or tonight's big game on the big screen with/without simsubbing. And about the future and what we can expect in three months and three years from our chosen provider.
And all of that is not life and death, as is Iraq and other issues. At the end of the day, it's just TV. That's a whole lot in itself, and a wonderful thing to enjoy, discuss, debate: welcome to our world. And no matter how heated the words get, no one dies.
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Nemnoch
Guest
Actually, most representatives in the BELL Cananda call centres can request the credit themselves or do the adjustment if they need to.
The only things they can't do are a cancellation of service, suspension of service or a change in programming
Nem, who is again correcting, again
The only things they can't do are a cancellation of service, suspension of service or a change in programming
Nem, who is again correcting, again
I
I_Want_My_HDTV
Guest
That goes to EV's/Bell's policy of treating their CSRs like mushrooms. Of coarse they don't tell first level CSRs about most problems. Third level techs probably figure it out or hear about them eventually. Most people don't call about intermittent problems either so it is little wonder many CSRs don't know about them.
A
ARR
Guest
I hope you're billing them for overtime and training costs!
H
haystack
Guest
Hay, who says amen.