Tuesday, July 14, 2009

Trials and tribulations of continuing to deal with the morons that are called Bell Canada

This pretty much says it all. If they ever wonder why they are loosing money they should really look at how their business is run.

info: A chat representative will be with you in about 0 minute(s). Thank you for waiting.
info: Chat representative Sam has joined the session and is ready to help. To start, please provide your name and home phone number.
Sam: Hello and welcome to Bell's chat service. How may I provide you with excellent service today?
No thanks. : Hello Sam, Account number 123456789
No thanks. : The service was cancelled as we moved to Rogers a couple of weeks ago, can you tell me why I am being billed for the entire month of July?
Sam: Hello!
Sam: I am sorry to hear that.
Sam: I will be happy to assist you.
Sam: May I have your first name and last name?
No thanks. : John Storozuk
Sam: May I call you by your first name?
No thanks. : yes
Sam: Thank you, John.
Sam: May I have your Bell Home Phone number starting with the area code?
No thanks. : 5199999999
No thanks. : Account number was given above
Sam: Yes, thank you.
Sam: Let me pull up your records.
Sam: I have checked your records and I see that you have cancelled your telephone line on July 04, 2009.
No thanks. : Yes...so why am I being billed until the end of July?
Sam: Your billing cycle goes for a month in advance.
Sam: You will get the credits applied on your next billing cycle for the unused days.
No thanks. : Credit? You mean Bell is going to send me a cheque?
No thanks. : the account is being cancelled, does it make sense to pay you for a full months service when there was 4 days usage and then have you give me a credit. That doesn't make any business sense.
No thanks. : Hello?
Sam: Yes, I certainly understand.
Sam: You will get the credit via check once you pay for the full month.
No thanks. : Well that isn't going to happen. I will divide my bill by 30 and multiply that by 7 (giving you a buffer) and pay that amount. What happens then?
Sam: I am sorry, you will have the late payment fees applied to your account.
Sam: John, are you satisfied with the support and information that I have offered?
No thanks. : No I am not satisified. You are going to charge me a late payment when you will still owe me money? That doesn't add up
No thanks. : Think about it for a second Sam, does that make sense to you? You as a person not you as Bell Canada.
Sam: I am sorry, your billing cycle goes for July 1, 2009 - July 31, 2009.
Sam: You will certainly get the credits applied on your next billing cycle.
Sam: Is there anything else I can help you with today?
Sam: I have not received a response from you. Do you wish to continue this chat session?
No thanks. : Yes I would like to know my per day fee is. I am not paying you the full amount, this WILL go to collections and Bell will be out of the actual owed amount based on the collection fee alone, does this make sense?
Sam: I am sorry, we don't have sufficient information regarding this, I advice you to pay the amount as it is printed on the bill.
No thanks. : Lol, you must be an automated system and are not hearing me.
Sam: I will only be able to advice you to pay an amount that is being printed on the bill.
Sam: I am sorry you felt that way.
Sam: I am a live person.
Sam: I will not be able to tell you an approximate amount.
Sam: I am sorry!
No thanks. : It is these types of responses I have continued to get from dealing with Bell canada that have caused me to move. I have been a loyal customer for many years, you can look at my record and see pretty much flawless payment history and this is how it is going to end... so be it I guess. You can tell your supervisor they can see me at the collections office.
Sam: I appreciate your loyalty with Bell.
Sam: I do understand that you have being a loyal customer with Bell and we appreciate that.
Sam: I suggest you to pay the complete bill to avoid any late payment fees.
Sam: It's been a pleasure helping you today! Remember, you can use Bell.ca Self-Serve at any time.
Sam: Thank you for choosing Bell.
Sam: Have a great day!

Thursday, July 9, 2009

Surprises abound

Customer service is something that for the most part has gone the way of the dodo it would seem. The recent example of our friend Ma Bell proof in point. What a nice surprise we experienced when we took our 2008 Caravan into the shop for some work the other day.

We had it in a few weeks ago for a noise in the back end, turns out our right rear caliper was seizing, something that is a known issue and the parts were on back order. Well I noticed on our oil change sticker they said our brakes needed replacement as well.

We bought the vehicle used from Bustard back in Jan so I was a bit surprised at this and questioned the service person when I made the appt if the seized calipre would cause break wear, she said she didn't know blah blah. Well working in the industry for 3 years I know what GM would have said...it's a wear item and is not covered. Well my wife went to pick up the van and not only did they fix the calipre, they also replaced the rear brakes at no charge.

My jaw hit the floor, Chrysler you just moved up a few knotches in my book thanks for the service.


Sunday, July 5, 2009

And people wonder why Bell telephone is in the shitter

I was chatting with Bell a few weeks back about why I want to stay with them and not bounce to Rogers Home Phone, this tops one of the dumbest conversations with a tech person in a while.

A chat representative will be with you in about 0 minute(s). Thank you for waiting.
Chat representative Paul has joined the session and is ready to help. To start, please provide your name and home phone number.
Paul: Hello and welcome to Bell's chat service. How may I provide you with excellent service today?
You: Hi Paul. John Storozuk xxx-xxx-xxxx (I gave him my phone number)
Paul: May I call you by your first name?
You: Sure Can. Real easy question, Why should I stay with Bell when I can move to Rogers for a pretty good discount.
Paul: Thank you, John.
You: And I understand if you need to redirect me to another team
Paul: Is this for your home phone account?
Paul: I have not received a response. Do you wish to continue this chat session?
You: Sorry yes my home phone
Paul: Bell welcomes competition and recognizes that it benefits consumers. We further realize that our society is becoming increasingly dependent on technologies and fortunately, Bell has reliable systems second to none. Here are a few reasons why I think Bell is the best choice for your local and telecommunication needs:
Paul: - Bell offers quality, experience, honesty and reliability. Our network availability is 99.999% reliable. We've been here for 125 years and we'll continue to be of service to our customers and our community
Paul: - Bell contributes to the growth of our communities and country through taxes, employment, corporate sponsorship, funding many local programs such as minor sports, junior achievement and the arts
Paul: I can assist you to make your home phone bills low if you wish.
You: I would be saving about $20 per month moving to Rogers which is a pretty good savings, it is all good that Bell is warm and fuzzy to the community but lets see what you can do to my wallet
Paul: Can I have your account number please?
You: 1 min
You: 123456789
Paul: Thank you.
Paul: I do see that you have a basic phone line with a long distance plan and a calling feature.
Paul: Home Phone Lite includes unlimited local calling, a free directory listing and 1 free calling feature for 3 months.
Paul: http://www.bell.ca/shopping/PrsShpPns_wirelinePackages_Lite.page
Paul: For more information or to order please click on the link below:
You: So how does this save me any money?
Paul: The plans charge will be $22.95.
You: It would appear that after 3 months I am actualy paying more than I am now
Paul: Then you will have a charge of $2.80 for Touch Tone and $0.19 for E911.
Paul: You have a long distance plan which wil cost you $13.90.
Paul: Yes.
Paul: It is the cheapest plan which Bell offers.
You: Lol, ok so currently I am paying less than this new plan will be in 3 months is that correct?
Paul: Yes, you are correct!
You: ok so that is not much help then.
Paul: I am so sorry that you feel this way.
Paul: If you are in 12 months contract with Bell you can receive $5.00 discounts for 6 months.
Paul: If you are in 24 months contract with Bell you can receive $5.00 discounts for 12 months.
You: It is not that I feel this way, it is fact, nothing to do with feelings at this stage. A 5.00 discount to be locked into a contract for 2 years is not much help either. Guess you made my decision for me. Thank you for the information Paul.
Paul: Please do understand that Bell provides quality services.
Paul: You're welcome.

UM....duh... so needless to say as of today we are now a Rogers home phone customer. Keep you posted as to how that works out.

Wednesday, July 1, 2009

Head games

Sadly I have to admit that mowing the lawn was actually a rather relaxing process last week, I rather enjoyed myself. Now I will not go out on a limb and say that I would do this every day but I certainly found it relaxing hearing nothing but the wurr of the mower all while getting a little exercize.

On to bigger and better things, I am a true believer in karma, call it do unto others as you would have them do to you, call it don't shit where you eat, call it love thy neighbour...just not thy neighbours wife, call it whatever you like it is an interesting phenomenom. Our neighbour is a lovely 65+something lady who lives alone in a rather large bungalow, this past winter I would always make it a point that when I finished snow blowing my driveway I would pop over and do hers if I had time. It would take me 15 minutes and save her 2 hours. I didn't mind, I was bundled anyways so why not. She would always come out on the porch and thank me or grab her shovel and do her walk. What a nice surprise today when there is a knock at the door and she apologizes and says that she is embarassed it has taken her this long to drop this by and hands me a card, she says thank you very much so I say your welcome for whatever and she goes on her way. Here she was thoughtful enough to give us a Timmy's gift card for $25.

I had no expectation and what a plesant surprise it was, kind of made up for the way the day has gone. It is really good to see there are still some decent folks in the world. Thanks Edith, I appreciate your thoughtfullness.

PS. Got my latest batch of Saxx underpants in..woohoo, 3 more days in the week for the boys to enjoy that which is Saxx.