Praise for Bell ExpressVu

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Ex Agent EV

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A little correction...

Agents are aware as soon as for example there is a channels down, or a major technical problem. The info is put right away on our Multi Vu system which we should use on ALL THE CALLS to put a note on the client's account. Unfortunatly many CSR do not use that tool, or don't read the latest communication , with the result that they don't know. When a channel, or a promotion comes on we are informed throught our Info Zone system. The compagny doesn't give us a 5-10 minutes during the day to sit there and read it, so we have to do it on our own time, either before shift, when there is no calls or during our break. You can imagine the results...many CSR's are not reading it.

There are very few TECH1 level... The only TECH1 agents are those working at Teleperformance and they you will only get them iif you selected the options to change your programming or billing. As soon as you selected technical you'll get a TECH2 agent. They are the ones who figure out the problem. They are the ones who does all the troubleshooting. If everything failled THEN we will transfer to TECH3, who will either replace the unit, or sale you a refurbish unit. In only very few calls will TECH3 do troubleshooting, since it should have been done prior to our call to them
 
I just upgraded to the HD PVR. Installation scheduled for Saturday. I've been a customer since 2002.

Now, here's my BEV customer support story...

First call of the morning was to try and change my service to HD. After working through the maze of pick this number or that number I ended up speaking to a pleasant fellow who explained that I actually needed to obtain my new equipment before I could change my service. He explained that I could either rent my equipment, or I could go out and purchase it. He then explained that if I purchased my equipment (for $599,) that I would receive a $300 dollar programming credit - net cost $299 (plus taxes of course.) So for a little more than a year's rental I could own the box, which, if it lasted as long as the one I currently have (mpeg4 discussions aside,) would make buying a good deal. I said thank you, went out and bought the 9200 package, returned home, and then called in again to change my account. This involved talking to two different people.

The first one was to change the account from the old "Ultimate 9" package (no longer offered,) to HD. After being put on hold for a few minutes the rep came back on to advise that he had come up with a package that had almost everything from the old package, as well as all the HD programming (including all the movies) for only $5.03 more than I was currently paying. Sounded good to me.

The next call was to arrange installation. No problems, very straight forward. (We'll see what Saturday brings!)

A minute after hanging up, and thinking that I was all done, I realized that no one had mentioned the $300 credit. I figured I should call back to see how that would be handled. For those who are still reading... now comes the good part.

The first person I reached told me that there was no such promotion! There had been something a couple months earlier, but I wouldn't have qualified any way because it was only for new subscribers, and he couldn't help me. OK, I said, let me talk to someone who can.

I then speak to a woman who says that she is a supervisor (by the way, I like how everyone gives you their name, or employee number. I always write them down.) She repeated the same information, that it was an old promotion and that there wasn't anything she could do - the first person I spoke to that morning was wrong.

Wrong or not, I said, that is the offer he said I would get, and that's the offer I want. I again explain what I was told earlier, and by whom, and she confirms from the computer that I did speak to the person I named. "Sorry," she still can't help me, but she gives me the phone number for head office, and asks me to call there and explain my issue. "Tell them you were referred by a supervisor," she advises.

I make the call to the head office, and after getting cut off in the telephone maze a few times, and then spending twenty minutes on hold, I finally reach someone in "Executive Care Solutions." She listens while I explain how the morning's events went, and she then asks just one question - "so you bought the system because of what you were told?" I say, "yes," and she says, "no problem, I can do a $300 credit." I begin to open my mouth to protest when I finally process what she said. She goes on to say that they have a problem in that not all employees are up to date on changes to promotions, and apologizes for the error.

This person gives me her name, and direct number, and asks me to call back after the installation is done and everything is up and running. At that point, she will confirm it and apply the credit to my account.

Total telephone time was about an hour - most of that on hold or getting lost in the telephone maze.

Now, stay tuned for the sequel - 'Does She or Doesn't She' - in which we find out if the credit actually gets applied!
 
About a week ago I purchase "Volver" on one of Bell ExpressVu's HD PPV movie channels. Because I did not have time to watch it at the time I recorded on my HD PVR. When I went to watch it the recording was gone! I had forgotten to protect it and had forgotten that I had another program scheduled to record. There was not quite enough space left on my PVR to record the 2nd program so it erased the movie! As a result I had to purchase the movie a 2nd time. "Volver" is an excellent movie and the PQ in HD is excellent ... but it is not worth 2x$6.99!!

I called Bell ExpressVu this morning half expecting them to say sorry but that is your mistake and you should be sure to protect your PPV recordings in future. But no, they immediately credited my account with the $6.99 +taxes, no questions asked. Thank you Bell ExpressVu.
 
As if Express Vu are not loosing enough money with all the Piracy, you then publicly admit that you ripped them off for $6.99 plus tax for something that was your fault.

Shame on you...........

I don't know how you sleep at night........

Nimiq 1
 
Mozza: If a CSR promises a credit to a customer, or "requests" one, and it is denied a few days later without informing the customer, that is crummy customer service and guaranteed to annoy everyone.

AEV: No, it's NOT the right way to combat abuse. Whose abuse, btw? The customer? Or the CSR?

The bottom line is that if a discussion occurs with the customer in which a credit is "requested" or "promised", if that is denied, Bell should contact the customer with a revised arrangement.

Surely the conversation on the phone is that the client IS entitled to whatever credit is agreed to during the phone call. The customer hangs up, feeling heard and satisfied that an acdeptable arrangement has been reached ... and then the next bill arrives with no changes -- and interest!

Is it the customer's fault that Bell is trying to prevent abuse by its own employees and contract CSRs?!?
 
Problem doesn't come from CSR's either...if we use the right tool (OMX) it asks us how many dual tuner clients have, how many songle tuner client has and how many will be professionnaly installed. When we submit the order there is a message at the top of the page mentionning that client should bring multi switch and so on...

The only problem I could see with the CSR is the ones who are using OMC to make the order...nowhere does the application asks for the number of receiver, therefore probably the system assumes that all will be done professionaly.
 
They said they applied the credit.....wait until you get your next bill before you start praising them LOL.

Lets hope you have better luck than I seem to have. It usually takes 3-4 phone calls.
 
You got a stupid agent on the phone...but you shoudn,t complain because you now got a promo (thanks to helpdesk!) that you should have never gotten. Be thankful that the gaent also put the note on the account, which is quite rare when you are misinformed.

The promo the agent was reffering to was valid until the begenning of April if I remember correctly. NEW CLIENTS that PURCHASE 9200 or any equipement were entitled to a refund of 300$ for the 9200, and half of the price of the equipement for the other receivers. This promo was NOT FOR EXISTING CLIENTS, and even taught many called to complain about it, only the retention departement was able to do something about it (client had to request ti disconnect to get there taught). That was mistake one!

9200 are still in stop sales, so they shoudn't even mention the purchase possibility. Mistake number 2...

After that you said you had the Ultimate 9 pack and they updated your programming adddind the HD channels. They had to update your programming, yes, in order for you to receive all HD channels, but they should had updated only the current programming, and wait for the HD part, since it would take a few days before you receive the receiver. You are now paying for HD which you are not receiving. Also if the HD were added prior to the receiver order it would screw up the "Nimiq 2 free upgrade promo" and you might end up being charged for the installation which you shoudn't if you didn't had Nimiq 2 prior to your call. This was mistake number 3...

In return you got a very understanding person, probably at helpdesk according to the story who applied the promo you were promised (even taught it is not our current promo, and even taught you were not entitled to it) so if I were you I woudn't complain about it...yes rep made a huge mistake, but it turned to your advantage!
 
Either way it would be nice for the techs to know how many IRD's are on the account, we don't even get that in 95% of the Move Orders.

It makes it very difficult for accurate scheduling, which is another issue that we have NO control over, it's all done by Express Vu.....

Nimiq 1
 
Well I will admit that I too have posted on the rant thread, bill problems thread, etc. But, I am an equal opportunity type guy.
My 5800 craps out this week after years of service, so I call to see what the Dish Care will do. The total call was 18 minutes from start to finish, EVERYONE spoke perfect english, was polite, helpful and my replacement 5800 is on the way no questions or hassles.
I will admit also, that at the time I was in shock and wasnt sure that it was EVU I was actually dealing with, but I figured if the odds were that good in my favour, I better rush out and buy a 6/49 ticket for the $40 mil. Just have to wait and see how the replacement receiver and my lotto ticket work out now.
 
Preventing abuse of paying subs, all the while millions are stealing your signal, something is really twisted with all this.

Hose ALL your customers with a rate increase to make up for the shortfall incurred by p1$$ing of some other customers and have to bribe them to stay.

Isn't there a business scam that involves paying off somebody with money from the next guy who invests.
I don't think that was legal, maybe this is, but it sure doesn't seem ethical, but I can't ever recall seeing ethical and Bell in the same discussion.

Seems like a never ending solution to lost profits, first it was piracy as an excuse, now it's paying off subs to keep 'em happy, when all they need to do is get their heads out of their a$$es, examine some winning business and customer service strategies and good things will happen.

Kinda like Ethical Mutual funds, good things happen to those that do good things. (See paragraph 2 above)
 
Which CSR was that? :confused: After a lengthy dropout, my 9200 rebooted half way through a movie while it was recording. The existing recording was unwatchable and more time was missing due to the reboot. After being grilled about the details and how much of the movie I had seen, I was told they could not apply a credit then and I would have to call back again after I received the next bill. Presumably, I will have to endure the same experience again in a couple of weeks. To make matters worse, they stopped showing the movie after that night so I will need to go out and rent it to see the entire movie.


More like raspberries. :rolleyes:
 
You forgot about the $8.00 in increases on legacy packages over the past year. Congrats, you just got screwed, like me and lots of other legacy subscribers.


Duh. Nice sounding fellow selling you a pile of crud? :confused:


That's a first. I've lost track of the number of times I've been screwed by a Bell company that lied about costs up front, billed me for more and extorted the money after the fact. I keep hearing about credits due to EV's defective receivers. Never happened here. Hundred's of dollars in lost programming and more $100s lost due to defective PVR firmware. Not a penny in compensation, despite spending hours and $100s more helping insiders at EV to track down firmware bugs. What a screwed up company. :confused:
 
Sensusal Poet, as I mentionned in my previous commentr it would be to prevent CSR abuse...already lots of satisfaction credits requested are refused or denied because client was not entitled to the requested credit. Lots of agents are already giving satisfaction credit when client calls with billing issue, even when the customer is wrong, just to "shut them up" and hung up the fastest possible to meet their AHT.

As a customer I would certainly feel the same way you do...3 to 6 weeks is a long wait and waiting for something that might or might not be accepted would make me feel the compagny provides low customer service. But seeing the other side, now that i'm an agent and that I see the other side I understand them better.

By the way CSR are not supposed to promise the credit, but to say that the credit request is being treated, and, if accepted, will be on their bill whithin 3-6 weeks
 
It is good to hear that there are some good experiences with EV and EV customer support. I can't say I've ever had a really great experience, but the odd time that I have a simple issue and it is handled with a single call (rare) I come away "happy" as I haven't had to waste my time.
 
My issue is that it often takes 3-4 calls to get anything done. The larger Bell organization is the same. I just combined my phone and tv, was ensured after the initial call and a followup call that I would get my bundling credit. I just got my bill, guess what! No credit so back to the phones.

The real issue is you have to wait 4 weeks every time to see if things were done right or not. For EV, if a credit is denied (or even granted for that matter) a phone call should be made.

Out of dozens of issues over the years there is only 1 that I recall being done correctly or completely after only a single call. There is definitely something wrong with the process and/or equipment, both of which can be fixed, but never seem to be.

My initial point was to say that just because someone told you something on the phone, it isn't guaranteed until you see it on your bill.
 
I hope this comment:"you got screwed up by the compagny" wasn't directed at Spat139! He didn't get crew by the compagny at all!

He called and wasn't told about an old promo which we NO LONGER OFFER. Ok agent there is to blame... When he called back and complained about it the compagny took full responsability for the mistake, and inform the client that they will be responsible for the agent's mistake and they will GIVE HIM THE 300$ , even is that PROMO AS EXPIRED, even if the client, sionce he was an existing client WAS NOT ELIGIBLE EVEN WHEN IT WAS OFFERED, and the promo AS EXPIRED

I don't call that being screwed by the compagny... I understand that he had to go throught several departement to get what he got, but I would call this EXCELLENT CUSTOMER SERVICE...they agree that there was a mistake, and to appologise gave what was promised!
 
Wow, you people are bitter. I had 3 ppv movies on my pvr, the pvr died, bev send me a new pvr, and then gave me credit on my bill for the three movies that I lost. Maybe if you were nice to the BEV CSR you would get good results from them. I've only had good experiences with them.:D
 
I was talking about the programming price increases. And yeah, I would say the the $300 credit is a nice gift. Now all they need to do is start treating their other 1.8 million subscribers as well. How about starting by giving me the $100 credit I never received on my 9200, the $400 it cost to replace my 5800 that was wrecked by a defective firmware download, the hundreds of hours of programming (including PPV movies and TMN movies) that I paid for and never got to see due to buggy firmware or the hundreds of dollars for dish hardware I had to pay for but is now given away for free (and financed with my recently increased programming charges.) :rolleyes:
 
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