Split: Unfortunate ExpressVu Customer of the Week - My Little Rant

  • Thread starter Thread starter Nimiq 1
  • Start date Start date
djino,
i'm not saying not to try. but some customer's will only be satisfied by speaking to a manager and would become more angered and frustrated by yet another representative trying to assist them.
Of course it's always a good idea to ask or as you posted, ask for what their concern is regarding in order get them through to the right manager.

I think we're basically saying the same thing, just different ways.


nem, who is a wild party
 
Sounds like Sprint is just as bad.....

http://arstechnica.com/news.ars/post/20070713-disconnected-a-first-hand-look-at-sprints-customer-abuse.html

"I was promised follow-up calls, refunds, and all sorts of other things that never materialized. And every time I made a call to customer service, I had to bring a new agent up to speed on my apparently baffling and peculiar case history. (The language barrier between me and the typical Sprint rep didn't help, either.) Over the course of about a month, I got disconnected, transferred, and generally jerked around until finally, at long last, a sympathetic South American agent with a very nice manager finally credited my account for less than I felt I was owed... but I took it so that I could get on with my life.

I probably didn't hit the 90 calls in six months mark, but if it weren't for the incredible good fortune of finally getting connected to a customer service rep and manager who would actually agree to credit my account, then I might still be calling customer service."
 
It shows that you never worked in a call center...let me give you call center 101 class 101:

In a call center you have:
-CSR's who job is to take the calls of both client and non-client and help the their issue,problem or answer their question
-Team leader who does training follow up and coach the the agents
-Quality analyst who listen to a call per week per agent to make Bell Standards are met
-Sales coaches (name says it all)
-Supervisor who follow up on the team's progress (sales, RPC (revenu per call) lateness and so on)

If MPEG4 calls for his issue the CSR could do all there is to do, in that case request 50$ for the reconnection and 25$ for the late charge. If he request a supervisor right when calling the agent will still ask him can I ask you the reason why you want to speak a supervisor, I can certainly assist you with your problem or question? If he insist saying that no, he wants a supervisor we have to ask him again the reason why...the account need to be opened onour computer for supervisor to take the call. Also for a case like this were CSR could do the job most supervisors will refuse to take the call
 
Read my lips, er post. The temporary suspension was under the old RCA - One Time Charge of $10.00 for up to 6 months. This is the amount demanded by the CSR and the amount that was immediately paid to EV. The new RCA was not yet in effect.



Again, please read the details of my post. My contractual term agreement with EV had been fulfilled before I requested the temporary suspension. I was on a month to month term then.



No. Confirmed Administrative Fee.



WOW, at least one EV CSR seems to agree with me there.
 
That part scares me......

If a customer calls one of the people in my office and asks to speak to a Manager, even if that person can fix the issue, they would be transfered.

It just goes to show that the customer is not getting the best in Customer Service.

Do you have that fact in writing.? I am not saying I do not believe you but it would be interesting to know just who is implementing these rules.

Also is it possible that because you do not actually work for Express Vu but for a 3rd party that the rules inside Express Vu Call Centers are somewhat different.?
 
If you go to the Bell website site and type "executive office" into the search option you get the following. We (customers) are REQUIRED to contact a manager/supervisor if we want to escalate the issue. I've done this many times and believe me it only makes matters worse when I get the "sorry, there aren't any available" (i.e. doesn't want to take my call) response. You can also ask "who is working and not able to take my call". I usually then as for the CEO. If the manager/supervisor thinks they are doing their job by ignoring a customer in this way, then they are severly mistaken.

The search will result in :
"Client relations
If you have concerns about our services, first contact our service representatives. In most cases, this is the fastest way to get an answer for your question.

If you’re not satisfied with the answer you receive from our representatives, please ask to speak to a manager.

If you’re still not satisfied after speaking to a representative or a manager, please write to us at the e-mail or postal address below.

Provide dates, the reference number, the representatives’s name (if you have it) and a detailed description of the problem. This will help us identify and resolve your problem more quickly.

Bell Canada's Executive Care Solution Center
P.O. Box 593, Station A,
Toronto, Ontario
M5W 1E4
executive.office @ bell . ca"
 
Djino the escalation problem is the same at Express Vu...take the number look up the file, assure the client that you could assist him/her then if al failed request to have a supervisor.

Supervisor will use the same credit applications then a CSR would do to request a credit, will use the same troubleshooting process for a tech problem and has acces to the same application to book a tech. If the tech date is tooo far, ain't nothing more he could do but to fill a ticket to the insatllation depratement and they contact the client in the 24 hours. Even supervisors don't communicate directly to the installation dep
 
Since I am paying close to $100/month to BEV, which I never thought I ever would, and along comes Setanta with their $14.95/mo charge, I thought I would keep these kind of bills at least under the $100/month limit. Try as I may, I cannot bring up anything but the "enhance programming" on-line when I attempt to reduce my monthly contribution to BEV. This is obviously an attempt by BEV to make it awkward for you should you wish to reduce your programming, which to me smacks of being somewhat unethical. I tried unsuccessfully to wrestle with this problem for two complete afternoons, you wouldn't believe the amount of time it took to even come up with my profile, and so I finally decided to complain to BEV in writing about the matter.

That was now over a week ago, and yet their automatic response states: "we have received your request and we strive to respond to all e-mail inquiries within 24-48 business hours." I always thought BEV operated 24/7, but if not, then how do you interpret the 24-48 business hours if you don't know their business hours ? However, one would expect to receive a more rapid response than this, or maybe there are thousands like myself that are becoming more disenchanted with BEV and are letting them know about it and BEV are just attempting to delay the inevitable. Anyway, because of this stalling procedure, I am now intending to drastically cut back my TV programming even more than originally intended, that is if I can ever prompt BEV to actually communicate with a customer.
 
Switching to BEV today bacause cable is about $155 a month and climbing. And that is one theme pack, HD, no Internet or phone, and sports. Dropping down to the same BEV package we would still be about $115 plus tax for what BEV is installing for around $88 which includes tax. I have reached the conclusion that none are perfect but our cable provider gives almost no tech support and installation was one TV and see you later. No cable checks, signal check, nothing. I had to complete the install. And I am curious since none of our neighbors has cable, a plethora of dishes on the roofs. So BEV must be doing something better.

JJO
 
Looks to me like you had sorted everything out but decided to cancel anyway.

The "unauthorized receiver" message would show if you had the unit unplugged as you stated after about 2 weeks. This is normal and a resync would have fixed you up.

The only thing you are disputing sounds like is the 2 month charge. Just because it took you 3 weeks to hook up and call in after the reconnection date should not result in a credit. The second month, well, they always bill in advance.

Maybe I'm missing something but I don't really see the problem.

Since you did not follow through with ths CSR that agreed all the charges should be credited and cancelled your account it was never resolved and that is why it went to collections with all the additional charges.

One lesson you should have learned is that you should at least have taken the 10 seconds to open your mail. Most reasonable people would have. Particularly dealing with a telephone, cable, satellite, cell company. Always make sure what you expect was done was actually done. Never assume.

You need to be really careful though as others have mentioned, this could easily affect your credit rating which many people ignore until too late. (may be too late already)

Fight to get it all sorted out and get your proper credits.
 
The outstanding balance ids on the account, not on the receiver...

The credit situation of the person giving/selling the receiver doesn't really matter. As long as there is notes stating that client agrees that Mr X activates the receiver cause he sold it he would be able to activate it

The important thing to look at before adding a receiver purchased fom an existing client is the purchase history (MENU 6-5)... If there is movies listed there that means they might get billed on your account when you connect your receiver to a telephone line
 
My experience with ExpressVu is that the CSR's are typically very nice people who are often times poorly trained and left in the dark by management.

I'm not saying all were poorly trained but in my time with ExpressVu, it was clear that I knew far more than they did about the products and issues with the equipment.
 
Nimiq 1 unfortunatly i'm not able to provide a response on whether other call centers have the same rule...it's supposed to be that, would make sense that all call centers have the same rules

I personnally agree partially with the policy...if I could fix your issue, why would I transfer you to my supervisor?
 
The temporary programming suspension charge is the same for everyone, no matter if you got old receiver. new receiver, are on contract, or not on the the contract.

15$ throught agent
10$ throught self-serve

This applies to all account that are on TPS since fall 2006
 
*sigh*

This is where inbred Bell obfuscation undermines every principle of delivering good service.

Note the language: supervisor will offer the customer a credit then "request a credit". As other threads have discussed, the "credit department" routinely cancels the agreement the CSR or Supervisor has made with the customer. The customer doesn't find out till opening the next bill. Or the next. While the CSR may have used the phrase "request a credit", the customer leaves believing their issue is resolved and they WILL get the credit.

And again: the supervisor books a tech but if the date "is too far", all that happens is a "request" for an install/visit. "Even supervisors don't communicate directly to the installation dept" points out how futile, or at least, hit-and-miss the process is.

It reminds me of the signal "being down at the source".

Or the notion that a "supervisor / manager" is fully doing his/her job refusing to take a call when a customer escalates. What's he too busy doing? Updating his resume for a job when Bell collapses under the weight of all that foreign debt it's about to take on?

What a customer deserves is plain language. They may not like it, but at least they know where they stand.

Do all call centre CSRs/Manager/Supervisors/Directors/VPs go though "Bill Clinton 101"? It depends on what the meaning of is is? :rolleyes:
 
A little correction if the date is consdiered "too far" in the system we do book that available, so the client is sure to at leats get that date. We then send a request to our installation escalation departement throught e-mail and whithin 24 hours they contact the customer to see if they could work a sooner date. In a situation like that whether you talk to a CSR or supervisor the answer will be the same, and so will the procedure

What is considered "too far" by our installation escalation group? When can we escalate an installation to that group? When a service call is further than 72 hours if all receivers are down, and 10 days if some of the receivers remain active. In the case of a move, additionnal receiver being installed, or upgrade kit when the delay exceed 10 days. If the delay is less than that, for example 8 days for a move, we can not fill the e-mail escalation form, even if client is not satisfied with the delay...we can only request a satisfaction credit or 3 PPV
 
I'm in the middle of a terrible experience just trying to get the service.

Long story short.

I try to order online - can't because I don't live in Ont.

I force the the online system to work for PEI or at least go through.(I get an install date of Thursday Sep 6 and a confirmation number)

I call in to make sure it was ok because one of my addresses on the confirmation was wrong. Aparently my order doesn't exist in their system. But I'm told that it will be ok.(sure it will)

I then get an email stating that it didn't work. (duh)

I follow the instructions in the email(that only work if you have ontario selected on the website), get an auto reply stating that it takes 48 hours to process.

So I call in after, get the system ordered and faster than I had at first wanted (Sep 4th yay with a confirmation number).

Next day get another email stating that I have a new confirmation number and install date. (Sep 10)

I call in to make sure my Sep 4 install date is good, nope it's cancelled without any notes or explanation. Ask to speak to a manager, aparently none work on Sunday. I'm now stuck with an install date of Sep 10 (I wanted it for Football kick off).

They said a ticket would be place for an install manager would call me back in 4 hours... it has now been 8 hours.

Score one for not getting what I wanted at all.
 
Sad to say, JohnOchen, but when you're a new customer BEV treats you with open arms and lays down a red carpet, but once they have in their domain they treat you quite differently, as you will no doubt discover.
 
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