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

First of, the topic here is buying and selling receiver, not who has the best call centers...

Second of all if I were you I would check myself...Bell is looking at that site and you mentionned that you work for Reztel...the kind of buisness you are doing could make your vendor loose their contract. I think I had you on the phone last summer (or some installor that had the same Star Choice mentality you do) and we got into an argument. I advised my superiors that the installer was trying to convince the client right ther, when I was on line to get Star Choice. They were supposed to submit an installer complain

Third point...we can not know for sure if you bought or were given the receiver until we have a note from the client stating he gave you the receiver. If Star Choice doesn't have privacy rule and is willing to give information about account to other client whithout a protocole, it's their problem. Bell Express Vu is comitted to keep you privacy and that why we have the PIN protocole.

Second of all if I were you I would check myself...Bell is looking at that site and you mentionned that you work for Reztel...the kind of buisness you are doing could make your vendor loose their contract. I think I had you on the phone last summer (or some installor that had the same Star Choice mentality you do) and we got into an argument. I advised my superiors that the installer was trying to convince the client right ther, when I was on line to get Star Choice. They were supposed to submit an installer complain



The point is that they do not care because the only way to get Bell service is pay the cash and have the customer get the get a credit from, Bell. That is sad customer service. Agent why do you defend the undefendable? Boggles the mind.
Re StarChoice and receiver number you are not comprehending what the installer is saying. I sold 3 StarChoice receivers and as long as my account was closed and in good standing the new owner of the receivers were able to activate the receivers I sold them and verify with StarChoice prior to purchasing that they would indeed have no problems activating..... Now that is good customer service!!!! The merry dance and bull$hit that BEV does to its customers is disgraceful.

Well you mention that Bell was No1 in Montreal with no backup references, so maybe you should revise your statement.
Your right I thought I could get a reasonable answer from you, but obviously I was wrong. Why does that not surprise me?? You are French? Correct? I can tell by your spelling. Maybe I should have one of my installers come here and explain this in French for you.

You say Bell is looking into that site. They did not know they were being judged across Canada, not just Montreal? Are they going to try and buy them out now or shut them down?
As for Reztel, I am doing nothing wrong. If I was to do an install for them it would be paid by them and the job would be done. Fact is I have not had any work from them for over a year now as all the Dealers here Quit selling Bell!! Hello!
If they call me for service work, I can do whatever the hell I want when dealing with them as I am under no contract to anybody for service work except SC now. If you check Reztel dropped service to Bell ages ago.

I am 53 years old and do not get in arguments on the phone with half wits my friend! I do not want the customer to think I am as childish as the person on the other end of the phone. So I am afraid it was not me you were talking to.
But it is easy to see how you could make an installer mad. Funny how you all forget we are the most important people in the chain, not you people sitting at a desk thousands of miles away even though you like to think you are.
Pity.

As for your third point, Are you Blind??? I am asking a simple Yes or No question which you just do not or can not comprehend for some reason.

The question is so very simple. "I have this receiver in my hand, can I sell it or not. Yes or NO. Very simple.
Yes, it has a clear title.
No, it is on somebody's account.

Why do you think this question would effect a customers privacy??

Thank you for your Mature answer.

cheers.

Arby, I agree fully with everything you have said and I understand the frustration of getting the answers out of Agent Express Vu.

I engage in similar "disagreements" from time to time and even when I e-mail proof, nothing changes.

I too work for Ex Vu, but in a different filed to Agent, I am with a Vendor. I have Technicians bringing back receivers almost every day, that were handed over to them by Customers who do not want to sell these units on E-Bay because they might fall into the hands of the "Pirates". They expect that we can send them back to Ex Vu to be refurbished etc. Truth is we cannot, we can only throw them in the garbage, what a waste.

My frustration levels with the Ex Vu CSR's and Home Services Management Team is just off the chart, they do NOTHING wrong at all, the only people who make mistakes are the Technicians and the Vendors, they are just perfect.

I have tried from the inside, to get clarification of a receivers status and I too fail.

Stupid, stupid rules. Just say Yes or No to a simple question, "Can this unit be activated on an account.?", that all we ask.

Your timing is perfect because I just installed a Star Choice Dish for a good Friend of mine this past long weekend, it was one of 4 Star Choice Receivers handed to one of my Technicians during a recent installation of Express Vu.

I pointed the Dish, my Friend called into Star Choice and gave them the receiver information and activated the units, 2 of the 4, with no issues at all.

They are even at a Trailer not at the main home, which already has 3 other receivers running, not an issue. We spent 12 minutes on the phone with Star Choice, including chatting about the weather, a very polite call with no down sides at all.

God, I wish we did 275 installations a Day for Star-Choice and not 275 Installations a Day for Express Vu, the Technicians would just be amazed at the level of customer service and the politeness of the CSR's.

I think its time I moved to a Company that actually gives a S*** about its customers.

Thanks Arby for making me think about my future with Compress Vu.

Nimiq 1

What does it change whether i'm a he or a she? Single mom or hapilly married? Does it change my ability to serve my customer? No.., And what does it change that i'm English, French, Spanish or even Chinese? Absolutely nothing...

I understand you frustration towards the policies of the compagny...you can throw itt all on me if you want. I'm not able to change compagny's policy, i'm just a senior CSR. You can bitch all that you want about my supposed "poor cutomer service", I coudn't care less. I know I get all my bonuses, well almost, since I don't get the AHT (average handle time) one. Why don't I get it? Because I spend too much time talking to the client. Before I hung up I want to make sure that the receiver is up and running. If not I want to make sure that client really know what to do next, or why the problem is.

If your installer were so good, we woudn't have that much calls...our volume of call would drop a good 25%. 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.

I don't disagree with the importance of your job, whithout a good installation system will never work. Our jobs are just as important to the client on different levels.

If your installer were so good, we wouldn't have that much calls...our volume of call would drop a good 25%. 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.

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I have forwarded this statement to the Installation Co in Montreal for their comments......

You make sweeping statements yet have no facts to prove them.

I can show you my list of calls for Today, 266 calls in total, 177 had the wrong Equipment, 55 had incorrect address or Telephone details, 4 actually had the words "this call not required" or "this customer canceled" in the FWFM notes, 2 said "no line of sight need second opinion", 5 were marked as "AM" when FWFM comments said "Customer wants first call in the afternoon".

Based on todays normal garbage information from Express Vu, we actually had 23 calls with ALL information correct.! Not bad out of 266 calls eh.? Over 90% wrong.

And you have the nerve to say our Technicians cause you High Call Volumes.

Put your house in order before slagging off the Guys who keep you employed.

Nimiq 1

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.

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.

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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