The csr is incorrect.
The only reason I was able to help Otown is because it is available to new customers AND existing customers. The representative he spoke to, much like the one you spoke to was mis-informed.
We have a tool that representatives can use to look this information up, but unfortunately, some representative prefer to go by what they think they've memorized.
Honestly, it's the representative that you spoke to in this instance and not the company. I know for a fact that adequate training was provided on the Home Phone Choice with a second line. (which is what Otown now has)
Please instant message me and I can have it corrected.
To correct one of your statements Outinthornhill, I did not help Otown because I saw 'real trouble brewing' but because he was entitled to the promotion and had been misinformed. I was also able to use the information he provided to correct the information being provided by the particular representatives he spoke with.
Bell is not in the habit of hiding costs or details. The unfortunate reality is that when you are dealing with promotions or any change in process, not 100% of people will correctly assimilate the information. That is why we have all the process outlined for representatives to check when they are unsure.
In any promotion there are a great many details that are communicated for mulitple situations and sometimes, depending on who is doing the training or who is being trained, those details aren't retained correctly.
This is not to say that it is the representatives fault per se, more that it is part of human nature in general.
There is a massive amount of information for 310-BELL representatives to know as they deal with Wireline, Express-VU and Sympatico.
Every effort is made to train representatives correctly and to ensure that they have access to all the information they may need.
I'm not making excuses just giving you the 'why' But, the bottom line is, there is no excuse for giving a wrong answer.
It's just bad customer service.
The 50% off a second line is only for customers adding a 'new' additional line (be it a 2nd or 3rd or even 4th line) and is a different promotion from the Home Phone Choice.
Nem, who is not an omsbudsman, just a guy who saw a problem he could fix.
The preceding post and all opinions expressed are solely those of the poster and do not reflect the opinions of any other person or business