The best way to be happy with their "service" is...never mind.

are you trying to increase your post count, starchoice?

If they keep making these mistakes and want to leave, you can probably argue against the early termination fees, since they were the ones not holding up their side of the contract.
You can argue all you want but if you want out you got to pay or risk a mark on your credit report.

this is why i urge many of you with billing issues to escalate these problems...the executive office will fix these problems, and the more people that make the executive office aware of the problem, the sooner they can get this mess fixed for everyone...while i know that the few people in here only represent a small portion of the customer base in general, i want all of you to be as happy with the service as i personally am.

I am emailing executive today, my bill for this month is still wrong...UGHHHH!

I am emailing executive today, my bill for this month is still wrong...UGHHHH!

...Done...ended up being huge, guess I had a lot to say. Hopefully something will come of it.

One would think if the executive office realy wanted to help, they would move to where csr could make them aware of the problems .Rather than have customers do the work for them.

the CSR's should have the capability to fix the problems...perhaps they don't realize that...if enough people let them know, then maybe they will get the ball rolling on a fix so these problems don't happen first, and if they do happen, they are easily fixed.

are you trying to increase your post count, starchoice?

Yea, I'm working my way to the next prize level.

the CSR's should have the capability to fix the problems...perhaps they don't realize that...

??? It's called staff training!

??? It's called staff training!
that isn't what i meant...the staff are probably limited in what they are capable of doing...when i mentioned that "perhaps they don't realize that", my intention was that perhaps the "higher ups" don't realize what is needed for the reps to fix the problems that are happening.

It's called staff training!

It's called staff training!

I partially agree. It's a combination of:

1)staff training

2)their convoluted procedures (requiring billing changes to be sent from customer service department to billing department and/or rental department)

3)billing software which doesn't permit instant adjustments.

It's called staff training!
nevermind...you still don't get it.

You got nothing to say but bell mumble jumble.

nevermind...you still don't get it.

Perhaps it's you that doesn't get it.

if you want to get an idea of what i was saying, read what backbones mentions in points 2 and 3.

my point was simply if enough people call in, perhaps the executive office can relay that there needs to be a better way of handling these issues...it needs to be dealt with right away, on the first call.

Your premiss that BEV is unaware of their billing problems is absurd.

Me: Hello I noticed I didn't get $50 online credit and the $240 HD rental credits applied on my bill. It's been 6 months.

Bell Rep: We sent in the request Feb 13. If it's approved, you should get it in your next bill. Changes take 6 to 8 weeks to appear on your bill.

Me: But I've been waiting 6 months!

Bell Rep: I CAN make another request, but note that if I do, it will be ANOTHER 6 to 8 weeks for the changes to appear on your bill.

Me: So are you telling me to wait...AGAIN?!?!

Bell Rep: It's your choice.

Me: Who's in charge? I want to speak to them.

Bell Rep: I have a supervisor but it's a billing issue, we just send in the requests.

Me: Then who's in charge in the billing department?

Bell Rep: There are many managers in the billing department

Me:... then give me a NAME!

Bell Rep:...Sorry, I'm not at liberty to release that information.


Exasperated :mad: , I then threatened to sue them if it wasn't fixed. I contacted Global Defenders, the CRTC, and emailed Bell's Executive offices.

The next day a Bell executive called to apologize and applied the $290 "satisfactory adjustment" on my bill. She assured me this would be applied instantaneously without the 6 to 8 week lag time.

I have hope (but I'll have to see it to believe it).

I have hope (but I'll have to see it to believe it).

Trust me as much as I hate ExpressVu, the credit should come through....you might have to call in another couple of times. I went through the same mess for 12 full months...but once I got executive attention, I had to wait 1 billing cycle to get it cleared.

Problem is that the same level of attention/service needs to be provided by the Customer Care reps...the issues here are not just Staff Training but also Management will. And they do not have to look too hard for this...310-BELL/310-SURF is an example of much better customer care (I didn't mention *C here ;-) )

I know I shouldn't think this way. But the phrase "satisfactory adjustment" makes it sound like Bell is placating us, but almost in a patronizing way.

We say: Bitch moan and complain....
They do :ignore ignore
We say: Bitch moan and complain....
They do :ignore ignore
We say: Bitch moan and complain & escalate the complaint.
They : Listen, hmmm, haw, and roll over saying ok... we'll credit your account with a " satisfactory adjustment" to shut us up. Are we supposed to be grateful that we had to spend hours on the phone to get something that was due and/or promised in the first place. I feel its kind of insulting really.

I am trying to be objective not millitant.. but it just pissed me off.