I agree that stores are lacking:
Eaton Center Bell store was totally 100% unhelpful when I was complaining about getting installation difficulties -- even for Bell Satellite TV when the install tech came and left unhelpfully without doing anything! They must be paid by commision, and weren't interested in helping. They repeatedly told me they couldn't help me & told me to call 611 (even though I repeatedly explained I didn't have a working phone line, and I asked what phone number to call). On top of it, I'm deaf, too -- one of the reasons why I walked into a store instead of trying to use a relay service to call Bell Canada.
Nontheless, I escalated things via an unusual channel and things got done, my account has been fixed up, and I now have FibeTV which I should have gotten in the first place.
The stores need to be better. Bell will need to post some procedures about making stores become more helpful because most customers would have decided to go to Rogers (in my experience, more helpful -- Rogers Plus stores are the native non-franchaised stores, including ones attached to Rogers Video, and aren't comissioned. So they are equally willing to help pre-existing customers, and customers who already ordered by someone else or by phone.
I'm technology savvy, so I kept persisting on FibeTV (which Bell told me many times I could not get even though I was squarely downtown Toronto in a newbuilt tower!), and finally got FibeTV.