Bell announces Same Day Next Day service

hugh · 2008-09-10, 02:51 PM

From press release issued today

Quote:

Effective immediately, residential customers with standard service problems can receive fast and free service and repair on any of their Bell home services - Bell Home Phone, Bell Internet or Bell TV.

If a service issue cannot be corrected from Bell's offices, the company will dispatch its professional technician team to a customer's home on the same or next day to undertake any necessary repairs at no extra charge.

hugh · 2008-09-10, 02:53 PM

Please note that earlier today, I had announced that a fee was applicable to this service. In fact the fee is only applicable to another new service from Bell called Express Install. My apologies for the mistake.

Deckster · 2008-09-10, 02:54 PM

Hopefully the "same day next day" is a step in the right direction to improve customer experience. There were some programs in place when I left Bell a couple years ago that helped address customer issues using backdoor contacts.

I have always felt that if a formal system was in place to rectify a customer's problem through a dedicated channel, then that meant there was a big problem with normal customer service

outinthornhill · 2008-09-12, 12:05 PM

I don't see this as really anything more than an attempt to increase revenue while offering premium service to those who can afford it. The announcement doesn't mention that the charges to get in the express lane presumably are in addition to Bell's already exorbitant service fees.

Recently I have been dealing with an independent telephone provider in southwestern Ontario (my 91 year-old mother is moving); no installation charges, $30 a month gets the basic telephone service which includes 10 features (only useful thing that is not included is voice mail which is $5, I think) and next-day service is the standard. My mother has had 3 addresses in 5 weeks (moving into long-term care and associated waiting list issues) and the telephone followed her with nary a service charge! On one call, the technician(s) made the requested changed within 20 minutes.

And just in case you think this is some rinky-dink outfit - they are laying fibre-optic cable in the towns they service to any home that wants it (for a 3-year commitment) and will be blasting telephone, internet and TV into homes this fall at speeds we can't even dream of in the GTA. Meanwhile, I suspect Bell is wondering why it is losing customers in droves in the area.

hugh · 2008-09-12, 12:12 PM

outinthornhill, they are saying they are offering free so it's hard to see how it's an "attempt to increase revenue". It's more an attempt to stop the bleeding!

outinthornhill · 2008-09-12, 12:17 PM

What about the Express Service Fee? That isn't free. I can't be sure, but unless they stated they were ending installation/service charges, then I assume they mean no extra cost for next day service. If they were really eliminating installation charges the market analysts would be going nuts.

Leaf Fan · 2008-09-12, 12:22 PM

Quote:

Originally Posted by outinthornhill

What about the Express Service Fee? That isn't free. I can't be sure, but unless they stated they were ending installation/service charges, then I assume they mean no extra cost for next day service. If they were really eliminating installation charges the market analysts would be going nuts.

I think it is just "service" calls that will get the free 1 day turn-around, not installations, as they will pay the premium charge. (correct me if I'm wrong)
If people want an installation done faster than normal, then they will have to pay the premium, if not, the standard install wait time will apply. I don't see a problem wth this fee, as it is the same for mail, and lots of other services, if you want it done quicker, you pay more.

hugh · 2008-09-12, 12:57 PM

The Express Install Service and the Same Day Next Day service are two totallly different things so please lets stick to one thing there. There is a separate thread for the install service

Nemnoch · 2008-09-15, 08:22 AM

Hugh is right though, Same Day Service and Express Install are two different things.

admin · 2008-09-16, 03:38 PM

Posts deleted. As noted earlier this thread is about the "Same Day Next Day service"

If you would like to discuss the install service then please post in the thread discussing it.

2008-09-10, 02:54 PM	#3
Deckster Join Date: Jul 2002 Posts: 715	Hopefully the "same day next day" is a step in the right direction to improve customer experience. There were some programs in place when I left Bell a couple years ago that helped address customer issues using backdoor contacts. I have always felt that if a formal system was in place to rectify a customer's problem through a dedicated channel, then that meant there was a big problem with normal customer service __________________ Apex 32" TV, JVC DTS Surround Receiver, Turbosound Impact 50 speakers, Turbosound Impact 110 Subwoofer, Sony SA-WM500 powered Sub, ExpressVu 5900

2008-09-15, 08:22 AM	#9
Nemnoch Join Date: Dec 2004 Posts: 940	Hugh is right though, Same Day Service and Express Install are two different things. __________________ 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 Last edited by admin; 2008-09-16 at 03:39 PM. Reason: to remove install discussion.

2008-09-16, 03:38 PM	#10
admin Administrator Join Date: Jul 2008 Posts: 619	Posts deleted. As noted earlier this thread is about the "Same Day Next Day service" If you would like to discuss the install service then please post in the thread discussing it. __________________ Forum Rules \| Newcomers - Please note your posts may not show up immediately

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2008-09-10, 02:53 PM	#2
hugh Digital Home Custodian Join Date: Dec 2001 Location: Toronto Posts: 35,199	Please note that earlier today, I had announced that a fee was applicable to this service. In fact the fee is only applicable to another new service from Bell called Express Install. My apologies for the mistake.

2008-09-12, 12:05 PM	#4
outinthornhill Join Date: Sep 2005 Location: Thornhill, ON Posts: 466	I don't see this as really anything more than an attempt to increase revenue while offering premium service to those who can afford it. The announcement doesn't mention that the charges to get in the express lane presumably are in addition to Bell's already exorbitant service fees. Recently I have been dealing with an independent telephone provider in southwestern Ontario (my 91 year-old mother is moving); no installation charges, $30 a month gets the basic telephone service which includes 10 features (only useful thing that is not included is voice mail which is $5, I think) and next-day service is the standard. My mother has had 3 addresses in 5 weeks (moving into long-term care and associated waiting list issues) and the telephone followed her with nary a service charge! On one call, the technician(s) made the requested changed within 20 minutes. And just in case you think this is some rinky-dink outfit - they are laying fibre-optic cable in the towns they service to any home that wants it (for a 3-year commitment) and will be blasting telephone, internet and TV into homes this fall at speeds we can't even dream of in the GTA. Meanwhile, I suspect Bell is wondering why it is losing customers in droves in the area.

2008-09-12, 12:12 PM	#5
hugh Digital Home Custodian Join Date: Dec 2001 Location: Toronto Posts: 35,199	outinthornhill, they are saying they are offering free so it's hard to see how it's an "attempt to increase revenue". It's more an attempt to stop the bleeding!

2008-09-12, 12:17 PM	#6
outinthornhill Join Date: Sep 2005 Location: Thornhill, ON Posts: 466	What about the Express Service Fee? That isn't free. I can't be sure, but unless they stated they were ending installation/service charges, then I assume they mean no extra cost for next day service. If they were really eliminating installation charges the market analysts would be going nuts.

2008-09-12, 12:57 PM	#8
hugh Digital Home Custodian Join Date: Dec 2001 Location: Toronto Posts: 35,199	The Express Install Service and the Same Day Next Day service are two totallly different things so please lets stick to one thing there. There is a separate thread for the install service