What is it with moving BEV?????

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cjmpe

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I moved into my new house on Tuesday. Bell was capable of having my internet and phone hooked up by Wednesday, but now it is Saturday and there is still no satellite dish on my house. The first ticket was for the wrong date - about 2 weeks from now, the second ticket entered was for the old address for a Saturday install. Guess what - BEV cannot change the date on a ticket - I speculate that they don't use computers there - they must write everything by hand and mail it using Canada Post or something. So, a new ticket was generated, but they can't give me a

To continue the woes, you can never get in contact with the same customer service supervisor twice in a row - apparently don't have phone lists either.

The best is yet to come - I can hear my wife yelling at a customer service rep as I write this - an installer was sent out to an address we haven't lived at in 5 years - there was no one home (imagine that).

Oh well - Cogeco has been very accommodating, so good bye Bell
 
And from the Installers perspective, this happens all the time, our completion rate of Move Orders is around 75%, very poor if you ask me. 99% of these failures are due to some screw up within Bell.

I always try to ask a customer if we, the Installers, can come the day AFTER they get the keys. Things have settled down a little and the customer will now have all the TV's and receivers ready when my Tech arrives.

Why on earth can't Express Vu do this.?

In July, Express Vu in Quebec ran out of Dish's for move customers, we had to open our warehouse on a Sunday and ship them 400. They can't even get that right.....

I hope you enjoy Cogeco, I mean that with all sincerity.
 
Well, because the installer went to the wrong address, BEV considers this a case of "customer not being home". They won't come out until after we give them a credit card number so we can be charged for the dish that we are actually supposed to get free according to the Bell "Move Me" site.

Cogeco was so pleasant when we called and booked the install for phone, internet, cable - $170 a month that Bell won't get any more
 
I have sub'd to Expressvu for a long time. Honestly, I have had pretty decent service. Ya, sure I know far more than the average CSR. I have gotten screwed out of credits that were owed to me. But, generally speaking the service has been good.

That being said, there are way too damn many occurances of Bell horrid screwups like this one.
 
Many mistakes here...I could understand you frustration!

If the original order had the right adress but the appoitement was 2 weeks from the date you moved, all they needed to do was go in the application they used to place the order (OM or OMC ) and reschedule (yes we use computers!). If there was no dates available before then, or before 10 days from your call they should have wrote an e-mail to the installation dspatch office for hem to call tou whithin the next 24 buisness hours. They could have looked if they could "squeeze" in a place for you.

The second order since it had the wrong adress should have been cancelled...

They should have been able to give you a date right away. When they open "a new ticket" probably meaning that they send an e-mail to the instalation compagny they have to first re-schedule the appointement, otherwise the installation dispatch would not look at it, thy will only send a coaching back to the agent. Maybe he had a date, but since it was so far just didn't bother giving it to you knowing that installation dispatch will most probably give you a quicker date

As for getting the same supervisor, well it is really unlikely...you call is beiong transferred to the first available representative. It could go in our Bell Express Vu Toronto call center, to the Bell Express Vu center in Dorval Quebec, to NCO call center in Brampford, to NCO call center in Montreal, to Nordia call center in Montreal, to Nordia call center in Sherbrooke...unless you are very lucky and your call gets transferred twice in the same call center you can not get the same supervisor twice! If we try internally to transfer you we go throught the sme process. We dial the internal number and get the next available agent. We can not transfer to a specific call center! For that type of matter supervisor won't be able to do much more...he goes with the same applications we use. If the date exceeds 10 days from the call date he would still have to send an e-mail to installation dispatch and client would still have to wait 24 hours to get called back.

All you needed in that case is an Agent who knew is-her job!
 
CJMPE that info is totally wrong...if a client is not home for the instalation or the move all he needs to do is to call in and rebook the installation, with no fees. He will only get charged for the installation of the receivers (50$ each) if he has more than one. That charge will be on his next bill
 
That is ridiculous, I have never heard of Express Vu doing this, trust me I deal with hundreds of stupid issues but this is new to me.

To the best of my knowledge there is no way to charge a Customer for a Dish, I am sure "Agent" will correct me but we are told that Dish's are always free.

If you can confirm all you have said, PM me I will pass along an e-mail address of a Manager within Express Vu that I am sure would love to dig into this.
 
ahh I see things have not really improved since i left 2 years ago...amazing really they can't solve problems, I recently moved into a new house...5 of my neighbors closed on the same day...three of us use rogers, we all had our equipment installed and working the next day.
Now the 2 that were with bell both waited 9-10 days, with different excuses every time they called.
 
Tell me about it. It took EV two months to install their service after one move. They continued to bill me as well. I had to call to stop billing and call another 5 times to, finally, get the dish installed. Then I had to call again to get the installation defects fixed. :rolleyes:
 
YES, this is the answer.

I totally agree, as when we ask customers where the Move was booked, the customers with problems almost 100% of the time say the Web Site or they called 310 BELL.

I think it's time these options were removed until the Software within Bell can actually handle it correctly.....
 
I think I will have to print the last few threads...are we finally agreeing on certain things?

Just curious...were is Magrathea located?
 
If you are so arrogant and complain as much on your call maybe the agent didn't just felt like giving you the service!!!
 
Lots of mistakes happens when a client uses the "move all your services into one call"...for some reason the Express Vu part almost always doesn't happen as promised

If you want to move your Express Vu call Express Vu
 
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