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Old 2007-06-19, 01:23 PM   #1
otown47
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Default Bell "50% off your second line" deal

I currently have 2 bell lines and when I got this offer in my bill today I went online to confirm that it is for existing customers. I then called Bell and after talking to a couple of reps found out that its only for new second lines.....definetly not in the fine print. If you offer to cancel your second line and subscribe to a new 2nd line then you have to wait 6 months.

I wonder why I deal with these guys at all.....
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Old 2007-06-19, 04:12 PM   #2
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Cancel both and switch to Rogers Home Phone (don't know if they offer two-line service, but Motorola offers this in their gateways, so it's possible). I wonder if this would count as two services toward the 4 you need for the 15% bundle savings:-)
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Old 2007-06-19, 05:45 PM   #3
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Another option is to call up and request the home phone choice with a second line. If you ask for it by name they can give it to you.
It's actually a better deal than the 50% off the second line deal.

It gives you your 1st line with 4 smart touch services and includes the second line for a total of only 45 ish a month. Then on top of that if you have internet or mobility or express-vu you can save 5$ off of each portion for anywhere from 5-20 dollars in total savings.

Nem, who thinks that would be the way to go
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Old 2007-06-19, 07:20 PM   #4
otown47
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Nem, thats what I asked for....its for "new" second lines.
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Old 2007-06-20, 06:14 PM   #5
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There are two different promotions.
One is for a new second line that you recieve 50% off of the second line.
The other promotion is for Home Phone Choice with a second line.

PM me, we can chat.

Nem, who says pm him
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Old 2007-06-20, 06:51 PM   #6
otown47
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Nem, I did discuss these options with the Bell rep and he told me that with an existing second line, I'm SOL....am I missing something???
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Old 2007-06-26, 06:45 PM   #7
otown47
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Well, Old Ma Bell must read the DHC threads because she actioned Nemnoch to make things right..... which he did. So now I have my second line for 1/2 price.....which was always supposed to be part of the deal for existing subscribers. Bell seems to also be including more features in its packages (the one I have has gone from 4 to 5 features) so thats an additional source of savings.

So thanks to Ma Bell....and Nemnoch too....

BTW, I understand that Ma Bell has done some serious ass kicking around the organization so that the CSRs now understand the error of their ways...
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Old 2007-06-28, 07:26 AM   #8
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It's nice that Nem is around to promote Bell services and act as an ombudsman when thing go wrong, but what is wrong with a company that, after decades of consumer complaints, still allows such occurrences to happen with steady regularity? The habit of hiding/denying discount rates is just one of the many reasons astute consumers don't want to deal with them when there are alternatives.

I don't think it's the CSRs who need "ass kicking' as much as it is the middle and senior managers who permit it to happen while devising misleading advertising campaigns (the 2nd line one, the 'free calls to any Bell phone' one) that hide eligibility details additional fees to qualify for free services. Otown47 got satisfaction but only because they saw real trouble brewing and other customers will not get the same deal. It's like the store that has the wrong price posted on the shelf and will give the offer to the first complaining shopper but will put the price back up for the next customer.

Unfortunately, while Michael Sabia will likely get his kicked right out of the company, he'll get a multi-million dollar parachute as he drops to his multi-million dollar pension..
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Old 2007-06-28, 08:22 AM   #9
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i'm not sure if this is the same as 50% off your second line.. but on ******** theyre showing new home phone services & packages. much more appealing than the setup before.
anyway, one of them is home phone choice with a 2nd line. 45/month. includes 5 features as well. right now i have a 2nd line i'm using as a fax. that alone with no features is about 25/month including tax. the main line is well above 45/month just including 4 features on it.

i've called up, and got to a "product specialist". i ask about updating my account to home phone choice w/ 2nd line. it clearly states on the site "available to new and existing customers".
from the CSR, i get a blunt "No". not even a "sorry, we cant do that." or "sorry, its not available for existing customers". i asked why and told him about the site. he told me that they were informed these new packages arent for existing subscribers.

bell has one thing written on their site, and they tell their product specialists something different.. wth is going on? it seems now after some talking that this person is willing to help me update my lines/account. after walking him through the bell site to show him where its written anyway....
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Old 2007-06-28, 07:36 PM   #10
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Profets,
The csr is incorrect.
The only reason I was able to help Otown is because it is available to new customers AND existing customers. The representative he spoke to, much like the one you spoke to was mis-informed.
We have a tool that representatives can use to look this information up, but unfortunately, some representative prefer to go by what they think they've memorized.
Honestly, it's the representative that you spoke to in this instance and not the company. I know for a fact that adequate training was provided on the Home Phone Choice with a second line. (which is what Otown now has)
Please instant message me and I can have it corrected.

To correct one of your statements Outinthornhill, I did not help Otown because I saw 'real trouble brewing' but because he was entitled to the promotion and had been misinformed. I was also able to use the information he provided to correct the information being provided by the particular representatives he spoke with.

Bell is not in the habit of hiding costs or details. The unfortunate reality is that when you are dealing with promotions or any change in process, not 100% of people will correctly assimilate the information. That is why we have all the process outlined for representatives to check when they are unsure.

In any promotion there are a great many details that are communicated for mulitple situations and sometimes, depending on who is doing the training or who is being trained, those details aren't retained correctly.
This is not to say that it is the representatives fault per se, more that it is part of human nature in general.
There is a massive amount of information for 310-BELL representatives to know as they deal with Wireline, Express-VU and Sympatico.
Every effort is made to train representatives correctly and to ensure that they have access to all the information they may need.
I'm not making excuses just giving you the 'why' But, the bottom line is, there is no excuse for giving a wrong answer.
It's just bad customer service.

The 50% off a second line is only for customers adding a 'new' additional line (be it a 2nd or 3rd or even 4th line) and is a different promotion from the Home Phone Choice.

Nem, who is not an omsbudsman, just a guy who saw a problem he could fix.
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Old 2007-06-28, 09:56 PM   #11
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Nem, thanks for the info. The CSR i spoke to ended up being very helpful. I was shocked a bit at first at his attitude toward what I was asking though.
Anyway, the call took about 30-40 minutes, and he told me he went through a lot of things to "cancel' our 2nd line, but reserve the phone # on it, and set up everything on the account for home phone choice w/ 2nd line. these new home phone plans i feel are very appealing. going to be paying almost half of what we were before for both lines. and having a single bill is a plus.
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Old 2007-06-29, 07:19 AM   #12
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Quote:
Originally Posted by Nemnoch View Post
Profets,
The csr is incorrect.
The only reason I was able to help Otown is because it is available to new customers AND existing customers. The representative he spoke to, much like the one you spoke to was mis-informed.
We have a tool that representatives can use to look this information up, but unfortunately, some representative prefer to go by what they think they've memorized.
Honestly, it's the representative that you spoke to in this instance and not the company. I know for a fact that adequate training was provided on the Home Phone Choice with a second line. (which is what Otown now has)
Please instant message me and I can have it corrected.

To correct one of your statements Outinthornhill, I did not help Otown because I saw 'real trouble brewing' but because he was entitled to the promotion and had been misinformed. I was also able to use the information he provided to correct the information being provided by the particular representatives he spoke with.

Bell is not in the habit of hiding costs or details. The unfortunate reality is that when you are dealing with promotions or any change in process, not 100% of people will correctly assimilate the information. That is why we have all the process outlined for representatives to check when they are unsure.

In any promotion there are a great many details that are communicated for mulitple situations and sometimes, depending on who is doing the training or who is being trained, those details aren't retained correctly.
This is not to say that it is the representatives fault per se, more that it is part of human nature in general.
There is a massive amount of information for 310-BELL representatives to know as they deal with Wireline, Express-VU and Sympatico.
Every effort is made to train representatives correctly and to ensure that they have access to all the information they may need.
I'm not making excuses just giving you the 'why' But, the bottom line is, there is no excuse for giving a wrong answer.
It's just bad customer service.

The 50% off a second line is only for customers adding a 'new' additional line (be it a 2nd or 3rd or even 4th line) and is a different promotion from the Home Phone Choice.

Nem, who is not an omsbudsman, just a guy who saw a problem he could fix.
Nem: please note I did NOT say "you" saw trouble brewing. I said "they" meaning the company and i stand by it. In tan era of consumer lawsuits and inter-company lawsuits, when a contradictions between advertised offerings and "price on the shelf" are pointed out, companies give the preferred price to customers who demand it.

Also, I did NOT say you were an ombudsman for Bell. I did say you were "acting as an ombudsman" by helping forum members solve problems with Bell. You even ask members to PM you so you can help them. That said, I have no idea what your paid role in the company is.

What I get out of your response is that you, or Bell, think consumers are too stupid to understand prices ("assimilate the information") and that the company designs specials that are too complicated for its own sales people/CSRs to assimilate. Comments confirming of my assessment of Bell if I ever saw them.
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Old 2007-06-29, 05:32 PM   #13
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Actually, that's not what BELL or I think at all. I was talking specifically about representatives and I apologize if that wasn't clear.
When a promotion is put together there are many different ways a customer can have their profile set up because of the multiple services BELL offers.
So there are guidelines set up for each possible combination.
THere are so many variable that sometimes the promotion, depending on what it is can have a lot of different puts and takes.
It's not that the offer to the customer is complex, it's the sorting out of which offer is going to work with what the customer has or wants to have.

The reps are trained and then the information is put into a database for them to access.
Most people only retain 70% of what they are taught. (i think that's the correct % i'll have to look it up) So, it is undestandable that a representative may not retain everything they are taught on every promotion. Hence the database.

My comment was that some representatives think they know the promotion, but in a lot of cases in stead of checking, they go on what they think is right.
It's not that they aren't supported with information, it's that they choose not to look at that information because they think they are right.

My comment about the general population was only in support of scientific fact that people in general only retain a certain portion of what they are taught and that comment was only made so someone didn't think I was saying that representatives didn't retain anything.

I'm sorry if my communication wasn't clear or that you percieved from what I said, that I was saying that customers were to stupid to understand offers. That's not my nor BELL's belief at all. I as strictly talking about the CSR's and the amount of information they must assimilate in order to do their job.

Nem, who thinks he wasn't clear in his communication
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