I don't get it. :confused: Canceling HD should not change the receiver rental charge unless the hardware was exchanged as well (and I doubt this happened.) IIRC, the 6100 is $10/mo no matter what programming is subscribed. In any event, the contract is clear, you agree to rent the original equipment for 2 years. If the fee reduction is the issue, EV could offer to reduce the charge but they are not under obligation to. (That's why I hate EV's 2 year contracts.) I am guessing that the original CSR made a mistake by offering the $3 receiver rental.

OTOH, if being charged $10/mo for an SD receiver is the issue, simply upgrade the 6100/4100 to a PVR. The cost is the same and you will get value for the money.

Brooker, It sounds like you were getting a deal and shot yourself in the foot by trying to downgrade. :confused:

-CSR:Customer service center:They are the ones you speak to whenyou call about your bill, to book a move, for technical issues or just to get information on Bell Express Vu services. Some are at Express Vu directly, and some works at outsourced compagny

-Direct sales agent:The person you would be transferred to if you call Express Vu to make a purchase or rent some equipement. I belive they are all working for Bell directly (Inbound)

-Telemarketing agent:Outsourced compagnies calling non clients (an ex-client) to get their buisness (Outbound)

-TSR:Tech 3 level agents. Responsible to find solution with technical issues that tech 2 level agents coudn't solve. Also responsible for replacing equipement on warranty and selling refurbish units for clients who have a broken receiver out of warranty. Those agents work for Bell directly (Inbound)

-SAT agent:Responsible to assure that our cottage policy is followed. Can not say if they are at Bell directly now, or outsourced. (inbound and Outbound)

Hopes that this clarifies a bit what everyone's job and title is...

And ALL of those are CSRs. Bell cannot redefine words which have accepted meanings in the wider world.

I don't get it. Canceling HD should not change the receiver rental charge unless the hardware was exchanged as well (and I doubt this happened.) IIRC, the 6100 is $10/mo no matter what programming is subscribed. In any event, the contract is clear, you agree to rent the original equipment for 2 years. If the fee reduction is the issue, EV could offer to reduce the charge but they are not under obligation to. (That's why I hate EV's 2 year contracts.) I am guessing that the original CSR made a mistake by offering the $3 receiver rental.

OTOH, if being charged $10/mo for an SD receiver is the issue, simply upgrade the 6100/4100 to a PVR. The cost is the same and you will get value for the money.
__________________


Very simple:Client wanted to return is rented 6100 and cancel the HD programming...

When the agent did the order to cancel he realised that the client has been charged 3$ a month rather than the
10$ a month for the 6100. Client is now upset that the agent told him he would get charged the 7$ a month he should have paid all that long

In any event, the contract is clear, you agree to rent the original equipment for 2 years.
-Charges are stated on your contract, you signed and therefore agreed to those charge. It is unfortunate that we made a mistake, but you got a 6100, you pay a 6100!

I am guessing that the original CSR made a mistake by offering the $3 receiver rental.

How it happened? Probably when they entered the rental code in the system. They selected 4100 instead of 6100

CSR's don't set up the account...we have a departement called New Buisness and I belive they are the one, if not it's Direct Sales, who are setting the account. Stop blaming CSR's all the time... We are the departement in the compagny that I feel does the most (billing, programming change, move, tech 1-2), we won't go and do Direct Sales or New Buisness job
Who should I blame for the incorrect billing?
I guess its the customers fault?
Why not show the same enthusiasm for correcting billing errors, as you do defending false accustations against CSR's
If there were no problems with your CSR's, there would be nothing to complain about
How about listening to what your customers problems, and try to fix the cause of the problem, instead of trying to defend , and turn it around and make it the customers fault
I know if I go to the gas station, and the price on the pump is different than the one inside of the kiosk, I pay the pump price, and the gas company "eats" the difference
It seems like Bell likes to redefine words to suit them
FULL HD?
CSR?

Brooker, you said "They could not find a 6100 rental contract."

Refuse to pay
You are NOT under any contract term with them, and make sure to record your next call with them, or at least get Agent Id#'s

-Charges are stated on your contract, you signed and therefore agreed to those charge. It is unfortunate that we made a mistake, but you got a 6100, you pay a 6100!

What contract?
So is he still obligated to pay?
How can SO many mistakes be made on 1 account?
No contract?
Incorrect charges for rental equipment?
He was paying for HD programming, so wouldnt one think he was renting a HD box?
Or is it possible to pay for HD programming, when you only have SD boxes?

I don't see what the big deal is here
Installer error? (no contract, or more likely it was lost at the head office)
Incorrect billing (billed for a SD terminal, yet charged for hd programming!?!?_
Apologize for the error, and WASTING the customers time (how many hours on the phone have been wasted so far Brooker?)

Very simple:Client wanted to return is rented 6100 and cancel the HD programming...

When the agent did the order to cancel he realised that the client has been charged 3$ a month rather than the
10$ a month for the 6100. Client is now upset that the agent told him he would get charged the 7$ a month he should have paid all that long


-Charges are stated on your contract, you signed and therefore agreed to those charge. It is unfortunate that we made a mistake, but you got a 6100, you pay a 6100!


How it happened? Probably when they entered the rental code in the system. They selected 4100 instead of 6100


Why would you assume I was upset? I realized after the fact that I was getting a HD rental for SD. But I was simply wondering if I should be responsible for that error. If it was reversed and I was being charged for an HD instead of SD would EVU reimburse me 12 months after the fact? just curious. You know it's strange that you talk about the CSR's and how they operate within policy, but yet when the error was first discovered, the CSR told me why not leave it as it is... I would save a $7 amonth that way.

Why are you yelling?
So is it Bells fault?
or the Customers fault?
I could care less what job title you give to your people
Orange, apple, banana
Do you hear what I am saying?
And are you listening?
It DOES NOT MATTER what the job title is of the person who screwed up, I dont care, neither does Brooker for that matter (I would guess)
Bell seems very good at passing the buck ( i cant help you with that sir, its not my dept, I can transfer you though, to someone else who doesnt care about your problem...)
I don't know why you are even arguing this issue?
If BELL had billed the customer CORRECTLY from the start, this would be a non issue
If Bell had the customer sign the 2 YEAR contract, then they would have a case, and could force Brooker into paying, but they screwed up, again
Be humble, admit your mistake, move on
Correct the system that causes these mistakes, and help improve your companies image
Bickering in here over job title??? is not going to win you any fans!

Who should I blame for the incorrect billing?
-Unfortunatly no matter who made the mistake the CSR would be the one who would have to fix it...we are the departement cleaning everyone's mistake!

So is it Bells fault or the Customers fault?

In this case, I never argued that it was Bell's mistake... I just said that in a way client shoudn't be surprised that we now requires that he pays that 7$/month because he signed and agree to that already when service was installed

Be humble, admit your mistake, move on

It was not my mistake, I'm not the one who dealt with the set up of his account. If you look earlier in that thread, I alreadyt stated that there has been a mistake with the billing, he should have paid 10$ from the beggening.

If Bell had the customer sign the 2 YEAR contract, then they would have a case, and could force Brooker into paying, but they screwed up, again

He sure signed a contract... Which we could find all the details by calling our helpdesk...

I could care less what job title you give to your people
Orange, apple, banana

I know that... In fact I'm sure you don't even care about the probelm itself...all you care for is to bitch about the compagny! I'm sure even if it was 100% crystal clear that the compagny is right, but client argues you would agree with hm just to bitch at the compagny

Correct the system that causes these mistakes, and help improve your companies image

I'm not an IT person, I'm a CSR! It's not the system who made a mistake, but the person who entered the rental unit code in the system. In case you forgot, WE ARE ALO HUMANS! not a robot and humans do make mistake.

Bickering in here over job title??? is not going to win you any fans!

I was not... I was just explaining who does what and the different job title so that maybe you start blaming the right person the next time... CSR's are the employes with the lowest salary in the compagny but yet they are the ones who does the most and who are taking the blame, either on forums like this or from clients on the phone for everything

-Unfortunatly no matter who made the mistake the CSR would be the one who would have to fix it...we are the departement cleaning everyone's mistake!
Looks like you pass the buck as well and want the customer to fix it .

What makes you say that Haystack? Where did I say client has to fix it?

I just said client has to pay what he should have paid...

If it was reversed and I was being charged for an HD instead of SD would EVU reimburse me 12 months after the fact?

Of course, 3 to 6 weeks after the day that they realise the mistake


the CSR told me why not leave it as it is... I would save a $7 amonth that way.
Not really...all calls are recorded and might be listen to for quality control. If they listen to that call they will do the necessary steps to correct the mistake, and the agent will get a coaching or not doing it

In the end Brooker have cancelled the HD receiver and the HD pack?

By the way, if the agent just removed the receiver and the HD pack, with no other steps, I doubt that the charges will get corrected.

In that case to be able to correct the billing charges agent should have opened a billing form and make a request.

To be honest I never had such a case personally. I had a situation once where the client had a 6100 and was being charged for a 9200...I opened the billing form, made the request and client was, on the next bill credited retroactively for the extra charge and was from then on billed the 10$ he should have instead of the 20$ he was...

A part which I found frustrating is that we are not able to do any follow up on our cases unless we write down the client's number. The system only saves the info of the last 16 files you dealt with... If I have a compicated case and spend 30-45 mionutes calming down the client, going to get info at helpdesk, tech, then make let's say a credit request advising the client that if accepted she will see whithin 3-6 weeks if I don't write the lady's telephone number I would not be able to go look up her account and see what happened. If her credit got refused I will never know. If we were to receive automatic notification when a credit is refuse, with the reason it has been we then could do a follow up, see if we could request somewhere else, or notify client if found not eligible for it.

It is suppose to be cancelled (HD) on Sept 8. I will deal with the billing error after that I guess.

Where did I say client has to fix it? I just said client has to pay what he should have paid...
By telling him to cough up the money for Expressvs Mistake.

What would you say if you had a sports store. A regular customer that spends $80 a month at your store came in with their skates for sharpening . During the Sharpening you find the person got the skates at your store last year and paid only $36. You know that the regular price of those skates was $120. Do you make the customer pay the other $80 to fix the your mistake by saying your sign said $120 even though you only asked them to pay $36? If you do you try and get the $80 for your mistake you are sure to loose $960 a year. That is customer service 101.

Agent, if you talk to your customers the way you address the folks here at DHC, then it's a wonder that you have a job at all.
You really shouldn't throw around company numbers. The acronymn's don't mean a thing to people who don't work for BCE in a customer service type position.
I can throw around numbers just like you...
What does a quality score mean anyway? Really, it's someone who listens to x number of calls and scores you if you say the 'right thing'.
I could score a 100% score on a call with a customer and never give them good customer service. Call quality doesn't take into consideration if you are empathetic or sympathetic to the customer, which clearly, you are not.

As for your First Call Resolution, if the customer has to call back about ANYTHING in the 7 days following your call with them, regardless of the reason for their second call, you then didn't help them with ALL of their needs. While this is sometimes understandable, it's also the reason that the FCR score is not expected to be 100%. I wouldn't be too proud of scoring what you did on your FCR. You're scoring 70ish % to a target that does not take into account 100% of your customers. For example if the FCR score is to solve 80% of your customers concerns on first contact and you only score and 80% to that target you've actually only assisted 64% of your total customers with their reason for first contact. (if I've done my math correctly, if not, I'm sure someone with better mathmatics skill than I will correct me). Not a good number to be socring. That's almost 50% of your customers who have HAD to call back for one reason or another.

BEV billed the customer for what BEV had recorded the customer rented, not what he actually rented. Even if BEV had the right to correct that mistake that BEV made, the customer should not be liable As the mistake was not the customers.
You continue to blame the customer for a mistake that was obviously the company's. That, is not good customer service.

You're a CSR. Anyone who speaks to a BELL customer, be they from Tech Support, Wireline, Repair, Winbacks, DMC, OMG, TCLT, TSR, SMS, SMB, BEV, EHD, CCD or OFA, are Customer Service Representatives. Their jobs may be different and have different names within the company, but at the end of the day, they are all providing service to the customer and representing the company.

Go back and re-read your posts in this thread. If a CSR from any company said any of the things that you've said to a person here on DHC (some of which ARE customers), I would be suprised that they had a job at all.

If you want to maintain any shred of the respect that people here have had for you over the last 6 months, I would stop posting in this thread now and really, just think about how what your saying comes across.

Nem, who says seek first to understand, then to be understood.

In any event, the contract is clear, you agree to rent the original equipment for 2 years.
That is funny.Expressvu has more deals than they have subs.. There is thousands of deals out there I would not be surprised If Brooker has one and that's why he was only charged 3 for his rental. Expressvu contracts are quite clear, is it ok if I use that one.

That is funny.Expressvu has more deals than they have subs.. There is thousands of deals out there I would not be surprised If Brooker has one and that's why he was only charged 3 for his rental. Expressvu contracts are quite clear, is it ok if I use that one.
Atually as an existing customer I only signed on for 1 year. I wasn't really impressed with the cost versus content and decided to cancel the HD.

I get it now. EV billed you $3/mo for the past year and now they want the extra $7*12 = $86. Is that correct? Only Bell would try something like that over such a small sum. I'm surprised you weren't eligible to get the 6100 free for 6 months. And selling you the HD package with just two 4100 receivers (at least on their books)... What's with that?

Nemnoch I don't know how you make your calculation...if my First Call Resolution is at 80%that simply means that only 20% of my clients called back, for issues that my, or may not be related to the resao why they spoke to me. If I compare it to most of my collegue I'm doing good...