Funny chat with a Bell rep - Canadian TV, Computing and Home Theatre Forums

kkws · 2011-12-03, 05:06 PM

Below is a chat I had with a Bell rep this am. I cannot put the dish on the side of my building and I just wanted to know how they fastened the dish to the roof (bolts, etc.) as I am concerned if they drill and do not seal properly it may cause leaking. Funniest conversation I have had. I will not be switching Bell.

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Chat representative Shella A has joined the session and is ready to help. To start, please provide your name and home phone number.

Shella A: Hello, thank you for visiting Bell TV's Chat service!

Shella A: May I know if you have an existing account with Bell?

You: No I do not.

Shella A: I would like to ensure you get the appropriate attention you deserve. I will connect you to our sales department best able to assist you. One moment please.

Please wait. We are transferring you to the specialist best suited to help you.

Chat representative Tara has joined the session and is ready to help. To start, please provide your name and home phone number.

Tara: Hello, thanks for visiting bell.ca. How can I help you today?

You: I am wondering how the dishes are fastened to the roof. If they are drilled in won't that be subject to leaking over time?

Tara: No it won't

Tara: They will not drill your house

Tara: Dish will be installed at your roof top

Tara: 1.Install your dish, cabling (up to 150 feet of RG-6 cable) and satellite system.

Tara: Ground your system.

Tara: 3.Optimize your receiver settings for sharper picture quality.

You: How is the dish fastened on though?

Tara: Our technician will install it in your roof top

You: How do they get it to stay there? What do they use to fasten it on?

Tara: It will be installed using a stand

You: OK. How do they keep the wind from blowing if off the roof?

Tara: I am sorry for the delay

Tara: No it will not keep the wind from blowing it off the roof

You: So in wind storms it will fly off??

Tara: It will not fly off in the storms

Tara: It is a Dish, it is not made up of feathers to fly off

Tara: It will be installed by our well trained technician

What?!?! She contradicted herself and never answered my question.

TKG26 · 2011-12-03, 05:42 PM

LMAO!! Oh boy that was funny...

Pinza · 2011-12-03, 08:10 PM

Perfect answers, I hope she is promoted, they need more CSR's like here.....lol Oh wait, they already have hundreds like that.....lol

To answer you question, in I hope a slightly more believable way. The Foot of the mount will be bolted to a Roof joist (providing the Installer finds one) and it should always be at the perimeter of the Roof, above the Soffit, in case of leakage. The Foot should be mounted on a tar pad the same size as the foot and the bolts go through that pad and will form a watertight seal.

Other Techs will put large quantities of Silicon Sealant under the foot, for the same reason.

I hate the idea or Roof mounting and always advise it as the VERY last resort.

Just curious as to why it cannot got on a wall.?

dtvinvictoria · 2011-12-03, 11:02 PM

LOL I thoroughly enjoyed that!

Costa · 2011-12-03, 11:05 PM

TBH, if you were looking for a good answer, I dont see why you wouldn't have asked on here first. Especially when you came here right after your discussion with the online reps. It's like asking a cashier about something in the produce section of a grocery store.

Anyways..

In addition to Pinza, I also consider the installation of anything on the shingles of a roof as a last resort. If it's required, it must be installed on the overhang/ and outside part of the house. As there is no garantee that the mounting will be leak proof. If it does leak in, it will atleast be on the outside of the house, and will go back outside.

There should be a sealent between the base and mast, the screws should also have weatherseal washers, they should also only be screwed into a truss and horizontal beam.

mbhydro · 2011-12-03, 11:08 PM

It almost sounds like you were getting reply's from an automated robot script and not a real person.

Jase88 · 2011-12-03, 11:46 PM

Yes, they mostly install on a wall (if possible). The only roof installs I've seen in my neighbourhood were done by the homeowner themselves.

JoeLouie · 2011-12-04, 07:51 AM

You have to realize that the person answering your questions was not a technician. It was somebody in a call centre, most likely reading answers from a book, never having installed a dish before, let alone even seen one up close lol.

Pinza · 2011-12-04, 07:59 AM

I agree with you JoeLouie but it does show just how badly they are informed and trained.

I know of a Manager that used to work for a National Installations Company in Ontario and he spent hours showing the staff on the then "EDD Desk" (ExpressVu Dispatch Desk), all the various setups for Dish's, he carried 3 Dish'e with him, basic with 1 LNBF, them with SW21 and lastly with an SW44, so they could see the parts, the relationships beween them all and explain what was contained in an "Upgrade Kit #1 or#2" for example.

These items were left as a visual aid and all staff at the EDD desk found it very helpful and made them so much more aware of what a tech was talking about.

So when I tech said he had to swap out 2 x SW21's for an SW44, they could understand much better.

Of course, the churn of staff meant they just gathered dust and became items to have your coat on and eventually they were disposed of but for 6 to 9 months they took some pressure off Techs.

Even the Procurement Staff, finally got to see an SW44.....Wow, what a concept, training....

JoeLouie · 2011-12-04, 08:48 AM

Oh, I know it doesn't make it any better. They should be trained on the equipment, and how it is installed, at least at a very basic level, so they can answer simple questions like "How will they attach the dish to my house?", but alas, they are not.

Pinza · 2011-12-04, 08:55 AM

Too high a churn rate, that is the official answer. Better to train the Techs, let them explain to the Customer when on-site....lol

Gino Cerullo · 2011-12-04, 07:54 PM

The only funny part of that conversation was that you expected a customer service rep in a call centre to answer your ridiculous questions about a roof installation. The truth of the matter is you could ask three different installers and you'd get three different answers so how do you expect a call centre rep to answer your question. The success of an installation like that has more to do with the skill and experience of the installer that happens to show up at you door than anything else.

m3repair · 2011-12-04, 09:40 PM

Quote:

Originally Posted by Pinza

Perfect answers, I hope she is promoted, they need more CSR's like here.....lol Oh wait, they already have hundreds like that.....lol

To answer you question, in I hope a slightly more believable way. The Foot of the mount will be bolted to a Roof joist (providing the Installer finds one) and it should always be at the perimeter of the Roof, above the Soffit, in case of leakage. The Foot should be mounted on a tar pad the same size as the foot and the bolts go through that pad and will form a watertight seal.

Other Techs will put large quantities of Silicon Sealant under the foot, for the same reason.

I hate the idea or Roof mounting and always advise it as the VERY last resort.

Just curious as to why it cannot got on a wall.?

Maybe she was the CSR that activated the 9200 on Friday, Oh that was a good laugh guys! (I do realize that they aren't trained much but some basic info would be at least a plus) But I guess that's to much of an expense to do. (SIGH!)

monkeyhunk · 2012-06-19, 11:02 PM

That's too funny. Can't tell you how many times I've walked into a house for a repair call and heard things like

".....the lady on the phone said she was going to check to see if my dish needed replacing"

or

"they had us try tightening that little antenna on the back of the box, pulling cables in and out...." etc etc etc

Better yet is when you get a repair that turns out to be where Bell mailed someone a receiver, everything is in place, but they just couldn't figure out hook it up, check switch it, activate it. Either that or they unplugged a pwr supply for a switch. I would take those all day long.

I seriously wonder wtf if anything they are teaching these call centre people but I've long learned that most of the time (especially on repairs) you usually just have to let the customer speak their little piece and then let most of it go out your other ear.

colinpeddle · 2012-06-20, 01:33 PM

There is such a thing as non-penetrating roof mounts you know. Done properly, they can withstand a cat 1 hurricane.

Why not look at a wall mount bracket that pushes the pole out and straight up in front of the soffit and eve.

2011-12-03, 11:02 PM	#4
dtvinvictoria Join Date: Jul 2008 Location: Victoria BC Posts: 357	LOL I thoroughly enjoyed that! __________________ Motorized 90cm/AzBox Elite HD for Ku FTA; CM-4228HD for OTA; Bell TV

2011-12-03, 11:05 PM	#5
Costa Join Date: Oct 2009 Posts: 520	TBH, if you were looking for a good answer, I dont see why you wouldn't have asked on here first. Especially when you came here right after your discussion with the online reps. It's like asking a cashier about something in the produce section of a grocery store. Anyways.. In addition to Pinza, I also consider the installation of anything on the shingles of a roof as a last resort. If it's required, it must be installed on the overhang/ and outside part of the house. As there is no garantee that the mounting will be leak proof. If it does leak in, it will atleast be on the outside of the house, and will go back outside. There should be a sealent between the base and mast, the screws should also have weatherseal washers, they should also only be screwed into a truss and horizontal beam. __________________ Everything

2011-12-03, 11:46 PM	#7
Jase88 Moderator Join Date: Jan 2009 Location: Kitchener, ON Posts: 4,107	Yes, they mostly install on a wall (if possible). The only roof installs I've seen in my neighbourhood were done by the homeowner themselves. __________________ DMX 68' tower, HyGain HAM 5 rotator, Antennas Direct 91-XG & C5, Channel Master 7777 preamp, Siemens surge protection

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2011-12-03, 05:06 PM	#1
kkws Rookie Join Date: Dec 2011 Posts: 1	Funny chat with a Bell rep Below is a chat I had with a Bell rep this am. I cannot put the dish on the side of my building and I just wanted to know how they fastened the dish to the roof (bolts, etc.) as I am concerned if they drill and do not seal properly it may cause leaking. Funniest conversation I have had. I will not be switching Bell. A chat representative will be with you in about 0 minute(s). Thank you for waiting. Chat representative Shella A has joined the session and is ready to help. To start, please provide your name and home phone number. Shella A: Hello, thank you for visiting Bell TV's Chat service! Shella A: May I know if you have an existing account with Bell? You: No I do not. Shella A: I would like to ensure you get the appropriate attention you deserve. I will connect you to our sales department best able to assist you. One moment please. Please wait. We are transferring you to the specialist best suited to help you. Chat representative Tara has joined the session and is ready to help. To start, please provide your name and home phone number. Tara: Hello, thanks for visiting bell.ca. How can I help you today? You: I am wondering how the dishes are fastened to the roof. If they are drilled in won't that be subject to leaking over time? Tara: No it won't Tara: They will not drill your house Tara: Dish will be installed at your roof top Tara: 1.Install your dish, cabling (up to 150 feet of RG-6 cable) and satellite system. Tara: Ground your system. Tara: 3.Optimize your receiver settings for sharper picture quality. You: How is the dish fastened on though? Tara: Our technician will install it in your roof top You: How do they get it to stay there? What do they use to fasten it on? Tara: It will be installed using a stand You: OK. How do they keep the wind from blowing if off the roof? Tara: I am sorry for the delay Tara: No it will not keep the wind from blowing it off the roof You: So in wind storms it will fly off?? Tara: It will not fly off in the storms Tara: It is a Dish, it is not made up of feathers to fly off Tara: It will be installed by our well trained technician What?!?! She contradicted herself and never answered my question.

2011-12-03, 05:42 PM	#2
TKG26 Veteran Join Date: May 2007 Location: OTTAWA Posts: 2,891	LMAO!! Oh boy that was funny... __________________ Licenced HVAC TECH: "Without seeing your problem i can only offer suggestions, no warranty is included with my advice" Last edited by TorontoColin; 2011-12-03 at 11:30 PM. Reason: language

2011-12-03, 08:10 PM	#3
Pinza Veteran Join Date: Jul 2008 Location: GTA Posts: 8,575	Perfect answers, I hope she is promoted, they need more CSR's like here.....lol Oh wait, they already have hundreds like that.....lol To answer you question, in I hope a slightly more believable way. The Foot of the mount will be bolted to a Roof joist (providing the Installer finds one) and it should always be at the perimeter of the Roof, above the Soffit, in case of leakage. The Foot should be mounted on a tar pad the same size as the foot and the bolts go through that pad and will form a watertight seal. Other Techs will put large quantities of Silicon Sealant under the foot, for the same reason. I hate the idea or Roof mounting and always advise it as the VERY last resort. Just curious as to why it cannot got on a wall.?

2011-12-03, 11:08 PM	#6
mbhydro Join Date: Jul 2010 Location: Winnipeg mb Posts: 109	It almost sounds like you were getting reply's from an automated robot script and not a real person.

2011-12-04, 07:51 AM	#8
JoeLouie Join Date: Sep 2010 Posts: 889	You have to realize that the person answering your questions was not a technician. It was somebody in a call centre, most likely reading answers from a book, never having installed a dish before, let alone even seen one up close lol.

2011-12-04, 07:59 AM	#9
Pinza Veteran Join Date: Jul 2008 Location: GTA Posts: 8,575	I agree with you JoeLouie but it does show just how badly they are informed and trained. I know of a Manager that used to work for a National Installations Company in Ontario and he spent hours showing the staff on the then "EDD Desk" (ExpressVu Dispatch Desk), all the various setups for Dish's, he carried 3 Dish'e with him, basic with 1 LNBF, them with SW21 and lastly with an SW44, so they could see the parts, the relationships beween them all and explain what was contained in an "Upgrade Kit #1 or#2" for example. These items were left as a visual aid and all staff at the EDD desk found it very helpful and made them so much more aware of what a tech was talking about. So when I tech said he had to swap out 2 x SW21's for an SW44, they could understand much better. Of course, the churn of staff meant they just gathered dust and became items to have your coat on and eventually they were disposed of but for 6 to 9 months they took some pressure off Techs. Even the Procurement Staff, finally got to see an SW44.....Wow, what a concept, training....

2011-12-04, 08:48 AM	#10
JoeLouie Join Date: Sep 2010 Posts: 889	Oh, I know it doesn't make it any better. They should be trained on the equipment, and how it is installed, at least at a very basic level, so they can answer simple questions like "How will they attach the dish to my house?", but alas, they are not.

2011-12-04, 08:55 AM	#11
Pinza Veteran Join Date: Jul 2008 Location: GTA Posts: 8,575	Too high a churn rate, that is the official answer. Better to train the Techs, let them explain to the Customer when on-site....lol

2011-12-04, 07:54 PM	#12
Gino Cerullo Join Date: Nov 2003 Location: Toronto, ON Posts: 582	The only funny part of that conversation was that you expected a customer service rep in a call centre to answer your ridiculous questions about a roof installation. The truth of the matter is you could ask three different installers and you'd get three different answers so how do you expect a call centre rep to answer your question. The success of an installation like that has more to do with the skill and experience of the installer that happens to show up at you door than anything else.

2012-06-19, 11:02 PM	#14
monkeyhunk Join Date: May 2012 Location: ON Posts: 386	That's too funny. Can't tell you how many times I've walked into a house for a repair call and heard things like ".....the lady on the phone said she was going to check to see if my dish needed replacing" or "they had us try tightening that little antenna on the back of the box, pulling cables in and out...." etc etc etc Better yet is when you get a repair that turns out to be where Bell mailed someone a receiver, everything is in place, but they just couldn't figure out hook it up, check switch it, activate it. Either that or they unplugged a pwr supply for a switch. I would take those all day long. I seriously wonder wtf if anything they are teaching these call centre people but I've long learned that most of the time (especially on repairs) you usually just have to let the customer speak their little piece and then let most of it go out your other ear.

2012-06-20, 01:33 PM	#15
colinpeddle Join Date: Apr 2012 Posts: 191	There is such a thing as non-penetrating roof mounts you know. Done properly, they can withstand a cat 1 hurricane. Why not look at a wall mount bracket that pushes the pole out and straight up in front of the soffit and eve.