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

  • Thread starter Thread starter Nimiq 1
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It's always best to call our Direct Sales office when you place an order...

Did you get an order number (the number should start by OMX123567)?

As for the ticket they opened for you I just want to mention that the delay is now 24 buisness hours for you to receive the call back. It was in the past 4 hours, now the changed it to 24. Since tommorow is Labor Day you probably won't get a call till Tuesday
 
agent expressvu is correct, ALL customers who suspend their service pay the monthly fee...the $10 one time charge no longer exists.

that said, MPEG4, i was about to say that your best option was to cancel, but when i got through your post, you already did...unfortunately, these stories are all too common, and little seems to change...these problems have been going on for a while now...hopefully your new provider is working out for you much better...the last thing anyone needs in this day and age is stress over their TV provider.
 
Actually the rule throughout all BCE Call Centres is- If a customer asks for a manager directly, you must put them through to a manager. You can try to assist them by fixig their issue, but if they wish to speak to a manager, you must transfer them to one.
This is the rule in ALL call centres, regardless of them being outsourced or not.

ALthough AEV is right, a call should not get to a manager if the CSR can do the work, a manager should not be saying no to a customer who wishes to speak with them.

That's just poor practice and is not what should be happening in any of the call centres.

Nem, who thinks this should have been handled a lot better.
 
And meanwhile, the Customer has to wait.

And I have 10 Techs sat at home with no work because of the crap job Express Vu do with Scheduling and routing.

I could handle another 60 calls a day, easy. And if we were to add into the mix the number of calls where the customer is not home because he was never told we were coming, well add another 60 calls.

There should be no reason ANY customer in my area waits more than 48 hours.
 
yup i got two numbers.


The first one with the awesome install date that got cancelled without notifying me in any way -> omx6284002


The second one that got made (through an email) and pushed to a later date -> OMX6287829.
 
I will check those up on Tuesday...give me your e-mail adress in a private message nd I will let you know what we can do from there
 
I think you and Agent are missing the point here.

If you read MPEG4's post and pay particular attention to the facts I believe you will find that he Suspended his Account BEFORE the $10 Charge was dropped and the new charges applied.

If thats the case Express Vu should Honor the Rules in place at the time of suspension, not automatically add additional charges without informing Customers of the change.
 
That or your neighbours are all satellite pirates! There are hundreds of thousands of them in Canada and from what I understand SW Ontario and Quebec are hotbeds for that. (but that is a different thread!)
 
So how does does my local cableco manage to guarantee NEXT DAY SERVICE for any of phone, internet or television?

And I've tested them on this and it does happen as advertised.
 
I have pulled this from the Rant thread because it seems to be emblematic of Bell ExpressVu customer service.

It seems the only solution is to contact the executive office and I encourage all disenchanted Bell Customers to do the same.
 
I read in an earlier post that the original poster said he had to buy back his 3200 because the new person couldn't activate it due to an overdue account.
 
Nimiq, the way we used to do it was great...we used to have numerous issues with BEV installs due to the fact that they had some great installers, and many bad ones...tired of dealing with all the problems, i arranged with a local installer to send them ALL of our install business from our three stores...this went fine until AIO was launched, because now we had to book everything online...it isn't as much of a big deal now, as another good installer now handles all the installs here...what BEV should do is simply pass the names and numbers of their customers directly to the installers and let THEM book the appointments...i don't know if you are familiar with the booking system, but heaven forbid a customer decide to alter their installation date...we can't do it in store, and calling in to change it takes almost an hour...sometimes, when a customer calls in to change their install date, they cancel the whole order and redo it, taking our sale...it's pretty sad when your own company steals sales from itself like that.
 
We do not have administration fee of 75$...the only administration fee we charge is 25$ when a bill is 60 days late
 
You stated previously that these Direct Sales guys were unreliable and would tell us anything to get us to subscribe, whether it was actually possible to get what they promised us or not. Now you're saying they're the BEST option to sign up?

Is your company that incompetent or is it just you saying whatever floats your boat to comfort the customer on a call?
 
That was how it worked many years ago and worked well, so as with anything that is working well, Express Vu changed it.....lol

Express Vu wanted more control. They have, as you say screwed it up big time.

We love working direct with a Customer but that is not what Express Vu want, everything HAS to go through them.

My understanding is / was that an installation direct from a Store actually paid more than one from NI.... How crazy is that.

Don't forget, Express Vu have lowered the price they pay to installers 3 times in the last 5 years and at the same time, implemented new rules on the type of RG6 we can use.

One of our biggest issues is that when we arrive at a customers, they were sold something they do not want. It happens dozens of times a day. To change that order is a nightmare. The Tech HAS to call Express Vu from the Customers house and cannot start work until it is cleared. It might need a Credit Card before the order can be changed, no imagine if the customer does not have a Card.....lol

You get the idea.
 
i just meant to say that the $10 one time fee no longer exists and that AEV was correct about that...regarding MPEG4's scenario where he suspended it prior to the change, he is correct to demand a correction on the account.

it's actually a bit of a shame, because i love the hardware and programming...but if there is something wrong with your bill, or you have to speak to someone at CS, god help you.
 
With the cost of living going down (gas prices, insurance, materials, etc...) I can see why Bell is lowering what they pay their technicians. And they wonder why they have so many complaints about poor installations, or refusing to do work for safety reasons... I guess you get what you pay for
I like how they were caught telling technicians they could only use the cable that was approved by them, and then were caught using it themselves for jumper cables in the upgrade kits.... Just the same as the wall plates they sell at local bell worlds, not approved for installers to use, but OK for Bell Worlds...
I had friends that waited months to get a dish installed years ago, but I heard it did get better, once they had more installers, and streamlined operations a bit (Install Companies), and then ExpressVu decided to do all of the bookings in house.
 
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