Praise for Bell ExpressVu

  • Thread starter Thread starter Ex Agent EV
  • Start date Start date
Or six or eight or ten. Thankfully, I've only had one substantive issue with BEV (being charged for "multiple receiver" installation that never took place during what was supposed to be a free "move" installation), since that one has taken six months and counting and at least a dozen phone calls to try to resolve. Reached the point where I was being assured by the 3 or 4 or 8th CSR the charge was being reversed, only to arrive home from work the following day to no service - BEV had suspended service for non-payment of account. Immediately phoned and CSR assured me he'd immediately order resumption of service and my next bill should reflect the reversal of the unwarranted charge and suggested to me the problem resulted from the "credit" department not getting information from the "customer service department" and therefore suspending my account a day after a CSR told me it was resolved:mad:

Even though this is the only real issue I've had with BEV, I've pretty much had it with them as a result of it. According to AEV, there is a BEV "default" position to charge any account with more than one authorized receiver for a "multiple receiver" install when a "move" installation occurs and not reverse it unless the customer complains, at which point BEV will seek confirmation from the installer that there was no "multiple receiver installation - basically "reverse billing", which I thought was illegal. What apparently has been the problem in my resolving this is that, N/W/S my repeated complaints about the unauthorized charge, BEV can't be bothered to actually contact the installer to confirm he never did a multiple receiver install. BEV also can't be bothered to co-ordinate their various departments, such that I would invariably get a call from their collections department a few days after the latest CSR promised me the charge would be reversed. I now fear that my pristine credit rating has been negatively impacted by this bogus issue, in which case, in addition to losing me as a customer, BEV can look forward to seeing me in court. In the meantime, I'm watching with great interest as the latest TV-delivery technology evolves and monitoring the prices for used BEV equipment on ebay.
 
I called BEV last night regarding a PPV issue (had ordered, but was still blocked). I timed the call to see how quickly things were resolved.

7 minutes.

Perfect resolution to the problem, and they gave me a PPV credit (promised, will see if I get billed or not later).

I'd say BEV is not the customer service devil people here often make it out to be.
 
One other time I lost about 10 minutes of a movie from the PPV HD channels. I phoned during the problem (it was not a weather problem ... the problem originated at BEV). The CSR credited my account for the full amount! I guess you just got the wrong CSR, Robert!!!
 
I've been promised credits before to find out the next month they've never been applied. This is how I handle all credits now.

1. After getting your promised credit from the CSR, ask for the "credit number". I'm not sure what the offical name is.
2. Phone back and talk to billing. Ask them to verify the above credit number.

It works! It's a shame I have to do this, but it saves me much grief.
 
It sounds like you need to change providers, Robert. If a company treated me that badly I would let my wallet do the talking (and walking).
 
If you call and request a credit you are speaking to a CSR...they gave you the confirmation number for "the request" of the credit as we should do every call whn we make one

When you call back and ask to speak with billing you are again talking to a CSR, probably a collegue of the agent you just spoke to, who is only confirming what he see in the system, that a "request" has been done. The actual departement that accept or refuses credit doesn't take calls, and even us, agents don't communicate with them other than by requesting credits throught applications.

Why to call back then? To generate more calls, making the wait time longer for clients who have not gotten their issue fixed already? Cause you taught that by requesting billing you were getting a person with higher autority over credits? Regardless if you select billing, activation or technical you'll get the same CSR...

The reason with it worked? Because the CSR requested a credit you were indeed entitled to, and he did so in the right application. Many credits gets refused because agent requested it in the wrong application, or didn't put enought details
 
I have found out that not all agents put notes in your profile. I have also had a credit for $60 and 3 agents told me that it did not exist. The 4th agent said he did in fact see a note for the credit.

How can this happen. Do certain agents see certain notes? Or were the first 3 agents blind?
 
Robert, I'd like to know what free hardware is being given away.
There are no promotions to give away free hardware.
There is rental which is completely different and is still not free.

Nem, who is curious as to what you are talking about.
 
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.

Trivia: When I first created this site, I contemplated calling it ExpressVu Sucks but buying a .ca domain at the time was really expensive so I bought one .com and one .ca URL. I decided on digitalhome.ca and digitalhomecanada.com rather than digitalhome.ca and ExpressVuSucks.ca

Edit: I just learned that it was five receivers that I had replaced. I learned this because I read a post of mine from Nov 2003 in a thread called News Flash: ExpressVu Sucks I think the fifth one was a 6000.
 
taxtwit wrote:



This is very true. The Work Order that you signed when the Move order was done, should have ONLY the one receiver number on it that was installed, the Work Orders NEVER go to Express Vu, they are retained by the installation Company and filed. Only when there is a dispute do Express Vu ask for a faxed copy. It is up to the installation Company to provide this as evidence for what actually took place.

Don't forget that there is a good chance that just as Express Vu charged you for multiple receiver installation, they also paid the Installation Company for multiple installation as well. Installation Companies DO NOT invoice Express Vu, they are paid on activation of equipment and codes being entered into there system.

It is almost impossible for the Installer to know just how many receivers he is going to be expected to install at a Move order until he arrives. If he arrives to find 6 receivers then the rest of his day is screwed, customers may well be missed because Express Vu never passed on this vital information for the Technician.

Overcharging just has to be one of the main complaints against Express Vu, apart from the inbred apathy of course.

Nimiq 1
 
"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!"

I must be missing something here. First call, LIED to by a CSR. Bought product based on a LIE. Had to go all the way up the chain of command to get a resolution. How on earth can you call this "EXCELLENT CUSTOMER SERVICE"?

Really, how can you?

Am I the only one getting just a little tired of hearing you explain away errors with "the agent used the wrong program" or "credits must be approved first" or anyone of a hundred excuses why BEV cannot properly service a significant clientele. It is plainly obvious that BEV could not care less about it's customers, let alone it's employees, contracted or otherwise

Agent Express V, while I am very grateful that you provide an insight into the BEV customer service world, but...

I love this quote...
"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."

I was LIED to , but he was stupid enough to write it down.

Yikes!
 
When I subscribed, I had to purchase the dish and N2 upgrade kit. At the time, new subscriber packages were about $50 more expensive to reflect the cost of the dish and LNB. Then it was another $40 for the second LNB and $25 extra for the SW21. Later, when I purchased a third receiver, it was another $125 for the SW44. Now, EV just gives this stuff away to new subs like candy at Halloween. Meanwhile, legacy subs' rates have gone way up, partly to compensate for the hardware giveaway. Then there are the free receiver rental promotions and $300 HD promotions which also must be supported by legacy subscribers. I received maybe $100 in programming promotions with a $1000 equipment purchase (no rentals were available.) Customers signing up now get the same receivers for $13/mo, a $312 commitment over 24 months, after which they can dump the used equipment on EV and walk away to get the next "deal." Chances are, they will only pay about 1/2 of that $312 after new customer rental rebates.

I also wonder what will happen with my equipment when EV switches to MPEG4. We know rental subs and new subs will get replacements. What about legacy subs who own their equipment costing $600 (9200) or $800 (6000), maybe both?
 
A good way to make a complain is throught internet...

A few months ago I was off sick for a week (a bad pneumonia)...I wanted to add Superstation. I called in at the SKY-DISH number and was on hold for...2 hours! I put the phone on the speaker and was doing my things... After 2 hours I ghung up and called in directly to my call center, and they added it.

I went on Bell's site, not mentionning i'm a n agent, and they can not know I am because the account is under my mom's name (One Bill purpose). They applied a 30$ credit on the next bill. They replied that they were giving me the theme free for 6 months! After a month and a half I removed the theme, and they never asked their money back!
 
I WANT MY HD TV, I just want to mention that Genesis suscriber, who already are paying more than Legacy clients also had a price increase of 4$. They had the price increase in February when Legacy clients only got the 5$ increase in April

And for the other comment... Yes, he got excellent service! We applied a promo that WE WEREN T SUPPOSED TO, that client WAS NOT ELIGIBLE TO RECEIVE and that was EXPIRED, since client got misinformed by a first rep.

Of copurse since we were to give away something we were not supposed we had to escalate the situation. A CSR can apply that promo and neither could have a retention agent. He probaly got transferred to a supervisor, who himself coudn t do much more who called the helpdesk and they are the ones who made the decision
 
While I have had a few run in with Star Choice in their early days with HDTV, I cannot remember having any bad experience with Bell ExpressVu. They have always been helpful and courteous to me.
 
Agent express, I'm sorry, but applying a credit to a customer's account that the customer was told he was going to get, is not excellent service.
Regardless of whether the customer actually qualified for the credit or not is of no significance.

The customer was told he or she would get it, BELL/BEV? any service provider needs to honour it.

Excellent Customer service comes down to the 2 following basic ideas:
1. Do what you say you are going to do.
2. Under-promise and over deliver to delight the customer

In this particular case, BEV over promised, under delivered and then finally after the customer had to escalated things, BEV did what they said they were going to do.
In no way, would that be considered excellent customer service in any business.

HDTV: Your numbers and calculations are hardly correct when looking at the rental packages. Promotions to new customers only occur if they are locked into a 2 year term, that is where the ability to provide discounts come from, not existing subscribers.
Exisiting subscriber revenue goes to maintaining the call centres (ie. wages) R&D, and payment for new birds to go up among other things. This is including making a profit, which is, in any business, the bottom line.

Could BEV do more for existing subscribers? Bottom line, yes I'm sure they could.
Could any company do more for their exisiting customer base? Yes, I'm sure they could, but at some point, there has to be an end to what is done for existing subscribers or there is no point in continuing to provide service because you begin to lose too much in revenue. Case in point, FIDO (pre-rogers buy out)
Not a very solid business model by any standard.
Unfortunately customers seem to want more and more and to pay less and less, which is totally at odds with any good business model.

If you ran your own business, you would want to maximize revenue and minimize loss while still providing excellent customer service and an excellent product. It's not an easy balancing act.

I definately suggest that anyone who wants to see what a great company looks like check out the book "Good to Great' By Jim Collins.
He goes into great detail about the difficulties in finding the right balance in any company.

Nem, who says it's late and i rambled....
 
Probably the agent who requested the credit didn't leave a note, but did request the credit...first three agent just went throught the notes and didn't see anything. Fourth one investigated further and open Multi-Vu (Our multi usage tool where we could request credits, do troubleshooting, add reciver or put service on vacation) and saw the request there
 
I just had a lady call in Friday with a PPV situation...

She called in previously and asked if we had "on demand" movies...the agent apparently told her that once she ordered the movie she could re-order as many times as she wants during the month, that she will only be billed once. Of course, this info is wrong. They were no notes on the account that CSR had told her that.

The lady had order certain movies up to 5-6 times... I credited her all the movies she ordered more than once, keeping the first charge for her to pay, in total 17 events if I remember well. I advised the client that it was a request, that it might get accepted or not, but i'm confidant she'll get the credits.

PPV credits are usually given easily, depending on the situation... if it's a serie of event ordered throught the receiver that client claims he never ordered I most probably woudn't even try a credit.

In most cases CSR will try to gives you FREE PPV for future event, rather than requesting a credit. It's faster, and there is no might and might not apply
 
Hey Agent, do you think it would be helpful if I posted those Phone Numbers on here for everyone to contact that department.?


Only joking.....lol


Nimiq 1
 
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