Procedures for Buying and Selling of BTV Receivers - See Post 1

[oksat]

How many calls do we get a day asking when the tech will come, why he didn't show on time, or why he just didn't show up and never called.

Well, that's an other problem typical of BEV. For 4 months (up to May), There was NOBODY installing Bell within 5 hrs of here. I am an installer for a sub-contractor but I REFUSE to work directly for Bell. I like to get paid within the same fiscal year. So the poor installer had to drive for 5-6 hrs to get here. Of course, he only wanted to do so once every 4-6 weeks and do them all at once. Result ? You guessed it. ETA of 3,4,5 or 6 weeks. Why no installer? Guessed it again. Nobody wants to install for Bell. Lower payments, claw back, not paid in time, poor field support, etc... So if you install for BEV and *C, unfortunately for the Bell customer, *C goes first. With the price of gas and coax cable going up and nobody gives us a raise, we have to go where the money is. Rien de personnel mais c'est mon opinion en tant qu'installateur pour les deux

[oksat]

Now , to go back on the subject, this is what I've been doing for the last little while. I just took the infos (including PIN) of a friend of mine that is a BEV cx. Whenever I want to buy or sell a rx, I just call as a customer with his informations. My friend is fully aware of it and knows that Bell might eventually ask him why he is asking if there is a clear title on 5-10 receiver a month. Sometimes, I just add it on the account to remove it a few weeks later. It really sucks but it seems that is the only way I can be sure. Installers would be a little more BEV friendly if BEV was a little more installer friendly.

[ARR]

Originally Posted by Q

if the CSR's , techs, direct sales and dealers can't communicate properly what hope does the customer have?

Let's see, Bell does Landline, Wireless, Data & Television, we'll that would seem to describe a COMMUNICATIONS company, NOT!

[arby]

LOL. Just think of the profit they would be making if they were!!

[arby]

I see on the morning news today BCE is up for sale. This is a good thing :O)

[ARR]

If buying and selling of Bev receivers is any indication, it's unlikely anybody will be able to consummate the deal.

Now it's may be a good thing if there is some much needed house cleaning with the new owners.

[i hate tv]

Originally Posted by Agent Express V

Original orders are not placed by CSR...they are placed by direct sales, not my departement.

The 25% I used was based upon my personnal calculation, not official numbers.

They can look at the thread if they want what would it proove? They can go over the numrous calls that we receive in a day and easily find out many related to installation...

Order for move all you Bell services into one call most of the time doesn't get done... Why? Nobody knows, it's Bell Canada who places those order...

If you received installation to do that had the mention cancelled, maybe you should blame National Install...aren't they the ones dispatching the tasks? It's certainly not the CSR's job...

And why so many orders, cancelled by the cutomers shows as completed when you look then up in the system?

Orders with wrong equipement don't come from my departement. Direct sales, Bell Canada, Bell stores and even the client could have been the one doing the order.

A question for all the technicians...when you can not make an order you are given, or the adress as you say doesn't exist do you at least try to reach the customer?

I'm not bitching at anybody here...i'm just trying to explain that as many issues you techs may have with CSR, as many issues we have CSR's with you techs.

You are trying to say we make your work complicated, when you also make our work complicated.

Following the off topic, but if the wrong phone number, and wrong address is given for an installer to go and install a new dish, for an existing customer, how is the installer supposed to contact the customer?
I'm sure they are compensated for calls that are cancelled, but can they be expected to drive around, knocking on doors, asking is the person answering is John Doe, and would like their move dish installed?
I have had missed appointments too (The installer came in the morning, when it was booked for an afternoon appointment, and was told that I must have made the mistake, and taken the wrong half day off of work....)
The problem is in the call centers, and with management, and I'm sure that technicians contribute their part as well, but how is a technician at fault for not being able to find out, or activate a receiver that was purchased legally, and free of balance or owing on the account it was originally on?
I'm sure you will see more and more calls from installer errors though, with the new batch of technicians that Bell is hiring (Compact cars with ladders attached with bungy cords!!!)
A 20 minute powerpoint show at the technicians road show, dedicated to show the "technicians" how to put a connector on!!!
But, they were given dust busters to clean up the mess they will be making, seeing as many have never held a drill, ladder, wrench, screw driver, satellite meter prior to being hired
Smarten up Bell, and let people sell receivers without an inquest, and DNA sample, or continue to push people to sell them to those that wish to steal your satellite signal

[Ex Agent EV]

If they are provided the wrong telephone number I think that they should call back the dispatch center and verify with them the client's number and then call back...

If adress is wrong on oruiginal order you shoudn't balme CSR for that, we are not the one placing the orginal order

If it's a move order, we might be to blame...altought lot's of moving order, and not to say, most of the ones we have troubles with are placed throught Bell Canada.

It's also sad that we can not communicate at the call center directly with the technician, which would solve lots of problems

[i hate tv]

some techs are at fault, but the bulk of the blame needs to fall on bells shoulders
the tech is there to install
if csr's/call center people do not have the tools to communicate, it is beyond anything the tech can do
the company is still relatively young, so i guess bumps in the road are neccesary, but...
its not your fault either
dont worry

[Nimiq 1]

I can provide an even more bizarre scenario and this has happened quite frequently.

A Tech gets issued a "Move" installation, he contacts the customer because the address does not appear in Map Books or on-line, Mapquest, Google maps et al. The telephone is answered and when he requests directions the person says, and trust me this really does happen, "I don't know how to get here, it was dark last night and I have no idea what the major intersection is".....

Now thats quite amusing, as a third party but the Tech is now driving round looking for an address, the customer is home, and any calls into Express Vu result in the Tech and Installation Co being penalized for not being there and doing the call "within Interval".

Its an impossible situation that is not helped because Express Vu insist on using the Postal Codes as THE primary part of the address for issuing jobs. Do you know how many installations we get DAILY that have out of province phone numbers, because the customer has moved from Ontario to, say Nova Scotia and the CSR has used the OLD postal Code on the order because the client did not know the new one.!!!!

95% of our orders per day are incorrect. 10% have no-one home when we arrive, mostly because they did not know we were coming.

Come on Express Vu, work WITH the installers not against them

Nimiq 1

[filper]

After reading through this thread it seems like it may be prudent to take a large hammer to my two 2700's and be done with it.

Is BEV in the practice of 'contacting' people who have cancelled their service but still have a dish visible ?

I assume I should take some tinsnips to the cards.

[Nimiq 1]

I would sell them at a Yard Sale or e-bay.

Express Vu do not seem to care if they fall into the hands of "testers" so why should you.

[I_Want_My_HDTV]

I would sell the 2700s, complete with cards. If you don't have an eBay seller account, try the Buy and Sell Forum here. 2700's aren't worth a lot these days but it should be worthwhile.

[Ex Agent EV]

You can also advertise it on www.********** it's free!

Just call us to let us know you sold it, preferably with the name of the buyer

[barter]

Don't cut up your cards, it will make the receivers pretty much useless to a legit subber, see that it will cost $69 to replace them each.