Retention Department Question

  • Thread starter Thread starter spyd4r
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Agent, I sent you via e-mail the document handed out by Home Services Department, I even gave you the names of the Managers that handed this document out, so please do not hold your breath waiting for me to admit you are correct because you are wrong.

An existing customer, who has no Nimiq 2 programming, gets a refund of all installation charges.

An existing customer who HAS Nimiq 2 programming will not get a refund, although this can be waived if they feel like it.

Nimiq 1
 
I am still waiting .!!!!!!!!!


You are however correct that we do not see the Bills but neither do you. The Bill is only seen by the customer, you have access to records on a Computer telling you what the Bill was.!!!!

If Express Vu got the Work Orders that Technicians have completed by the customers, instead of them just sitting in Boxes at the Installation Vendors, then I am sure 99% of Express Vu's Invoicing would be different, meaning it would follow the correct policy.

Nimiq 1
 
My contract is now complete, how much of as discount can I expect from bev to try to retain me as a customer? Should I mention other specials availble from other providers in my area?
 
Is the free upgrade to HD actually free or do you have to pay for it upfront and then get credits back after? I heard upgrade was around $90 for the dish/LNB and necessary wiring.
 
Rental clients used to pay a lot more too... I took BEV about 5 years ago. Back then it was Vocatel, not BEV who was handeling the rental. The price to rent the first 3100 was 10.99$ (I was getting a 4$ credit) and the second cost 7.99$ (I was getting a 2$ credit). When BEV decided tu do rental by themselves clients weren't automatically switched. I woudn't had known I was overpaying if I didn't go work there. CLient still under the Vocatel programmm finally all got switched at the beggening of the year. By the way if you rent a 3100 it's after 33 months that you receiver is paid, not 5 years!

If you call BEV they might offer you various deal. Depends on the reason you want to cancel for. They might offer 10%6 months, then go to 12. They could also try a 20% for 6 months or 12 months. Or they could simply got with 2 or 3month free. They could waive off the rental fee of a new receiver for 1 year...
 
dosbourne, you are correct.

We as Installers have the same access to Technical support that you the customer does. We have to provide our own Tech Dept, otherwise the Technicians would be stuck on the phones for hours.

Almost all our knowledge comes from "Real World" experience, almost nothing is imparted to us from Express Vu that new.

WE were the ones that reported to Home Services that a 3rd Bird was up there, WE were the ones that reported to Home Services that 9200 Refurbished units had Smart Cards, WE were the ones that reported to Home Services that 6100 refurbished units had Smart Cards, WE were the ones that reported to Home Services that dozens of the Move Dish's are being shipped with Dish Pro LNB's, we are on the front line, they take our info and use it as their own, creating an internal impression that they understand what they are doing.

Almost all of Home Service Department were CSR's, that in itself is scary, none of them to my knowledge has ever been involved in the installation of a Sat system. One Senior Member still works in a Funeral Home at weekends, do Express Vu pay so little that he needs to do this.?

I also agree that the whole operation is now run by the Bean Counters, this MUST change in order for Express Vu to continue.

I predict that as soon as it is sold off, note, when, not if, all new Rentals will cease. The only way to get Express Vu will be to pay the going Rate, pretty much like Star Choice did several years ago.

The demographic for the Rental program was aimed at people who were not paying Cable, so hence now they don't pay for Express Vu. This is a broad sweeping statement but I am meaning at the lowest end of the market. The High end with the HDPVR etc is not quite the same, although it is close as to which end of the spectrum creates most issues during an installation.

The guy with no intention of paying, wants all 4 lines run, neatly and expects no mess, which he is of course entitled to.

The Guy wanting to Rent a 9200 who has a 4-5000sq ft home expects all cables to be fished through his interior walls, the new Plasma in a box, installed on the wall, the back-feed running to the upstairs room again fished and not visible. Oh, I forgot, he also insists that the Dish not be visible.....

The challenges are immense, that assistance from within Express Vu is almost none existent. They almost never stand behind Vendors, but leave us out to dry.

Sorry dosbourne, I rambled.

Wait until the sale, things WILL change, not sure for the better, but it can't get much worse now can it.?

Nimiq 1
 
Unfortunately, I have to say that I think you will be disappointed (although I certianly hope you are wrong as I too feel better quality of all aspects of customer service would equate to more revenue). History has shown this trend in business is not coming to an end. Mexico, India, etc offer cheaper labour. Bean counters don't care about service quality, and likely never will. Every hi-tech company that I can think of has some degree of outsourcing and while this trend seems to have slowed, it is not reversing as far as I can tell.

Could it get worse? I think the answer is an absolute YES. Could it get better? Again there is much room for improvement. Which way will it go? Wish I knew. For now, I find it better than the alternative, but that could change. If it does, so will I :)

I understand your frustration with the installation situations that must be faced. Yet, there are many posts in here form people that expect their entire house should be wired free, same as cable. Personally I feel it should be like the phone system (at least around here). Phone service is provided to a demarcation point. Anything beyond that is the customers responsibility. The same could be done for satellite. Install the dish, switches etc, run to the same location the cablevision line enters the house. The rest is the home owners responsibility.

This would of course deter many people. Some have internal wiring capable of sat signals (RG6), many do not. Some can do their own work, many cannot. Some have the resources to pay to get it done, many do not (or at least are unwilling).

I'm maybe one of the fortunate or lucky ones that can do the work myself. I enjoy it. I'd like to think I know what I am doing and end up with a job that meets my expectations. I use the parts I want, run the wires where I want, get the quality I want, etc.

I think it is great that AEV, yourself and others in the business come on here. I'm sure that you guys used this place as a learning opportunity when you first started. (I don't particularly care for some of the tone and attitude that seems to be building though). Open discussions can benefit everyone, whether the info is 100% accurate or not, at least it gets people thinking.
 
Bell is a very strong Canadian iconic brand name.

Bell has a remarkable collection of services, customer base, employees and embedded network infrastructure.

It has a very healthy cash flow and the ability to re-invent itself, or evolve, as market conditions dictate, if it chooses to do so.

That's not to say it will get it right: the fiasco in the satellite business, running out of capacity and being forced to give up critical ground to competitors both in satellite and cable over the next couple of years, is unconscionable, and unsettling for shareholders.

But Bell CAN get it right: it has a lot of tools to work from, if it chooses to invest where opportunities support the broad vision and medium and long term goals. No doubt lots of positive, soothing words will come out of the conclusion of the current corporate fire sale -- but will the markets, and consumers, and suppliers, and management and employees buy into the new vision?

And how long before that begins to take hold? This is the risk: two years of chaos (counting Apr 2007 forward) before the "new Bell" is really back in full form.

For now: CSRs and other Bell folk ought to be commended for doing their best to remind current and defecting customers of Bell's strengths in each individual case.
 
Guess I deserve an appology then... Look at the previous post:

Agent Express Vu:We do have promos for existing clients too. Right now if an existing client wants to have a HD receiver and doesn't have Nimiq 2 programming we install the receiver and the upgrade free of charge. Also the client will get HD programming free for the first 6 months.

Nimiq 1 answer:Agent Express Vu, PLease, please stop posting this inaccuracy,
Right now if an existing client wants to have a HD receiver and doesn't have Nimiq 2 programming we install the receiver and the upgrade free of charge
It is NOT FREE, an existing customer is charged for ALL the work carried out. They get a Programming Credit equal to the cost of installation.
Installing a 6100 for an existing Customer STARTS at $75.
Installing a 9200 for an existing Customer STARTS at $125.

Have you changed your mind after seeing so many clients got it the way I explained it????

I guess it's YOUR credibility who's going downhill now...
 
Here are the 3 offers they offered me

1) 6100 Free 1 year rental, 6 months HD free programming, free installation

2) 6100 Free 2 year rental, 6 months HD free programming, free installation

After I mentioned that another provider offered me a PVR to swith off they offered me the following:

3) 9200 Free 1 year rental, 6 months HD free programming, free installation, This is the offer I took.

I tried for 9200 free for 2 years, but she said she couldnt offer this.

To access this I called the expressvu number, and went through the system to cancel my receiver, she asked me why I was canceling, and I said I had a better offer elsewhere. I have been a customer for 5 years subscribing to the old Super Seven package, and Ive owned my 3100 from the begining.

Good luck!
 
I called in, first timr around I got this ignorant guy with a forigen accent, won't give me anything, told me I couldn't get the same channels anywhere else, I told him I could, I explained a better offer that way available to me. He still continued to be rude, told me to just cancel my account and go. So I ended the conversation, I was seriously thinking of going with another provider, but decided to try again, so I called back and got a poliet french lady on the line, I explained my situation and she offered 2 months free, then 10% off for 12 months, and a choice a 2 free theme packs orTMN channels for 6 months free and no cointract! I accepted.
I wasn't looking for HD.
 
I also got a polite french lady, the longer you let her talk, the more she will give you.
 
Proud of the fact that you are screwing EV and the rest of us that pay for a subscription?
 
If it helps to settle the arguement (mind you I have no idea what the arguement is about) I am an existing HD customer of 2 years. My contract is up. So now I signed up for 2 more years for a 9200 (rental) with the above posted savings and I'll be shipping my 6100 rental back to Bell.
 
SensualPoet he refers to a retention offer... I belive they still have to pay the upgrade kit required to get the HD and get refunded on BEV bill. On the monthly bill they see the charge and further they see a credit for the same price.
 
The argument started when I posted that client who does not have Nimiq 2 programming could get the HD receiver (and upgrade) installed free of charge

Nimiq 1 stated that I posted wrong information on the site...that there was a charge for all installation

Then many client when to comment that they had their receivers installed free of charge

Now today Nimiq 1 says that client who not have the Nimiq 2 will get it free...

On another post today Nimiq 1 stated that my credibily was running down because I posted that I work at a vendor call center and do not get any employe discount...which is true. This is the reason why i'm now saying that is credibility is now running down

You probably talked with the retention departement and they will most probably follow what they have told you. If they told you HD PVR for 12 months with no rental charges you can expect to get it. You do not need an "upgrade" as you dish already has Nimiq 2. You are not eligible to get free intall, but they could have offered it, as this is a retention offer, not a refular order!
 
Purchase price for my 3100 was $189 / $3/mo = 63 months = 5.25 years. That's not counting the free rentals that new subs are getting. EV is practically giving receivers and hardware away to new subs. That was not the case as recently as 2 years ago. EV advertised lower hardware prices but that was after subtracting programming credits for signing up. Since new customer credits are pretty much a standard practice in the business (whether hardware is purchased or not), it led to a false impression of true hardware costs. Longer term customers are now expected to pay the full 'new' price for service long before their outlay for hardware has amortized, in effect subsidizing new customers' hardware. :rolleyes:
 
I don't think that's a fair comment. He is just getting the best deal possible for himself. When bell and others offer so many great deals to get yo uto join but then offer no other promotions or ways to upgrade receivers if you're not on a rental plan, or want to charge you $75 just to join the rental plan to send a tech over to deliver the rental unit, I feel it's well within our right to negotiate deals, especially since we have no control over them raising the price of our packages and services. I myself am moving this week and will do whatever I can to get myself a great deal as I don't need their free installation with a 2yr contract as i am an installer myself.
 
You can call yourself dosbourne and do the same, I did last month and got 2 months free 10%off X 12 months and free M network channels for 6 months. I'm just looking after myself, getting the best deal possible, the same as expressvu does to it customers trying to get the most $ possible.
 
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