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Old 2012-03-15, 01:45 PM
mj3tots mj3tots is offline
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Default How do I handle Bell

I recently switched from Rogers to Bell. I got a call from a Bell agent who promised a lot of promotions amounting to less than half what I was paying Rogers, so I switched of course. I should have been put on enquiry because installation was a nightmare spanning over 2 weeks, with customer service reps saying diff things with every call.

Anyway, got my first bill and waoh was I blown away. Called Bell and my file says nothing about the promotion I was offered, instead, as an apology, I was going to be given current promotion which was $70 more than I was offered and even suggested that I drop some features to arrive at the amount I wanted to pay. I asked to be transfered to Loyalty and after a lot of back and forth and me asking to speak with a supervisor, the line went dead.

I went online (stupid me should have done that before signing) and started to read about the 'bait and switch' that Bell uses. This is absolutely scandalous that a big org would do such a thing.
Has anyone ever had this problem before and what next steps should I take. I didnt think I would ever say this but I regret leaving Rogers. Bell customer service is the worst I have ever seen in my years on this world.
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Old 2012-03-15, 01:57 PM
Mark & Lynda Mark & Lynda is offline
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I've been with Bell for many years and have not experienced any B&S. I've gone through customer retentions twice and each time they offered me a monthly discount, free HD programming and free HD receiver to stay, so I've been happy.

Is it possible the original rep did not explain the promotions properly?

There's only one option if you're not getting anywhere and that's to threaten to cancel and follow through if they don't take the bait.
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Old 2012-03-15, 03:17 PM
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mc_ottawa mc_ottawa is offline
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Quote:
Originally Posted by mj3tots View Post
I recently switched from Rogers to Bell. I got a call from a Bell agent who promised a lot of promotions amounting to less than half what I was paying Rogers, so I switched of course. I should have been put on enquiry because installation was a nightmare spanning over 2 weeks, with customer service reps saying diff things with every call.

Anyway, got my first bill and waoh was I blown away. Called Bell and my file says nothing about the promotion I was offered, instead, as an apology, I was going to be given current promotion which was $70 more than I was offered and even suggested that I drop some features to arrive at the amount I wanted to pay. I asked to be transfered to Loyalty and after a lot of back and forth and me asking to speak with a supervisor, the line went dead.

I went online (stupid me should have done that before signing) and started to read about the 'bait and switch' that Bell uses. This is absolutely scandalous that a big org would do such a thing.
Has anyone ever had this problem before and what next steps should I take. I didnt think I would ever say this but I regret leaving Rogers. Bell customer service is the worst I have ever seen in my years on this world.
You MUST get the promotional code OR the file number OR at least the employees number, otherwise it's tough for Bell or any other company to be able to look back in their records to see what exactly was offered to you.

As for next steps, call back again and explain your situation and the promotion you were offered and see where it gets you. From the sounds of it, you've had the contract way past the 10 day cooling off period too, so it's not like you can get the contract rescinded, unfortunately, unless you can unequivically prove you were misled.
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Old 2012-03-15, 04:08 PM
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BrianT BrianT is offline
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Not surprised, I once had to call Bell five times to get their services under one bill. The internet was in my name and the land phone line was under my dad's name.

Why did I need to make so many phone calls?

1. To get the internet transferred to my dad's bill.
2. Second time after a month to advise them that we still don't have the bundled discount.
3. Still no discount after two months.
4. Yet still no discount after three months.
5. Someone with a brain finally realized what was wrong. The phone bill had my dad listed as first name and then last name. The bonehead that I talked to the first time changed the internet bill with my dad's name as last name and then first. Their database system, despite both bills having the same phone number, could not put one and one together.
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Old 2012-03-15, 07:23 PM
mj3tots mj3tots is offline
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Originally Posted by Mark & Lynda View Post
I've been with Bell for many years and have not experienced any B&S. I've gone through customer retentions twice and each time they offered me a monthly discount, free HD programming and free HD receiver to stay, so I've been happy.

Is it possible the original rep did not explain the promotions properly?

There's only one option if you're not getting anywhere and that's to threaten to cancel and follow through if they don't take the bait.
I have a contract number which explains everything I was offered or so I was told when I called back 2 days before installation just to confirm. I have a 2 year contract for the TV services so not sure if I can cancel.
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Old 2012-03-15, 07:26 PM
mj3tots mj3tots is offline
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Quote:
Originally Posted by mc_ottawa View Post
You MUST get the promotional code OR the file number OR at least the employees number, otherwise it's tough for Bell or any other company to be able to look back in their records to see what exactly was offered to you.

As for next steps, call back again and explain your situation and the promotion you were offered and see where it gets you. From the sounds of it, you've had the contract way past the 10 day cooling off period too, so it's not like you can get the contract rescinded, unfortunately, unless you can unequivically prove you were misled.
Thanks. I do have a contract number and have quoted this on the numerous times I have called, I was told everything was written down on the file. Apparently not!
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Old 2012-03-15, 07:29 PM
mj3tots mj3tots is offline
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Originally Posted by BrianT View Post
Not surprised, I once had to call Bell five times to get their services under one bill. The internet was in my name and the land phone line was under my dad's name.

Why did I need to make so many phone calls?

1. To get the internet transferred to my dad's bill.
2. Second time after a month to advise them that we still don't have the bundled discount.
3. Still no discount after two months.
4. Yet still no discount after three months.
5. Someone with a brain finally realized what was wrong. The phone bill had my dad listed as first name and then last name. The bonehead that I talked to the first time changed the internet bill with my dad's name as last name and then first. Their database system, despite both bills having the same phone number, could not put one and one together.
Don't get me started on the phone calls. It's like the reps have a list of answers already so no matter your question, they just go down the list. Many times I have had to ask them 'did you hear my question' and the answer 'oh sure, I can help you with that'.
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Old 2012-03-15, 09:27 PM
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I guess it really depends on how you do it.

I've set up dozens of accounts with Bell over the last 5 years. Usually I ask them to email me all the details associated with the service I am asking for and then compare it to what I want. That way there are no questions later on.
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Old 2012-03-15, 11:32 PM
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Oddly enough, I was at my parents earlier tonight and my dad asked me if I can get the internet bill reduced.

Tried the online chat route but nothing. I really hate it when they follow their script. Going to try phoning in tomorrow. Below is the exact conversation I had minus their names and any other sensitive info.

A chat representative will be with you in about 0 minute(s). Thank you for waiting.
Chat representative Bell 1 has joined the session and is ready to help. To start, please provide your name and home phone number.
Bell 1: Hello, thanks for visiting bell.ca. How can I help you today?
You: Hello,Just wondering if there are any additional discounts for the internet and land home phone line
Bell 1: Sure, I can help you with that.
Bell 1: We do have some great offers for the services.
You: What do you need from me?
Bell 1: Let me explain it to you.
Bell 1: May I know the services you have with Bell at present?
You: telephone and internet
Bell 1: Great to know that you already have service with Bell. I thank you for being a loyal customer to Bell.
Bell 1: If you add the Tv service to your existing account,you will get lots of offers from Bell.
Bell 1: We offer you an free Hd pvr receiver.
Bell 1: You will not pay the rental for the receiver.
Bell 1:
Bell 1: We offer unlimited provincial free for your Home phone line.
Bell 1: Unlimited Provincial long distance plan offers unlimited minutes of long distance calling within the province.
Bell 1: Price: $20.90/mo. in the Bell bundle. All monthly fees included.
Bell 1: You will get this feature added to the home phone line.
Bell 1: We offer the Basic Tv package for $23.95/month + taxes.
Bell 1: How does that sounds to you?
You: Too much info...just want to know if I can get the internet bill reduced? Otherwise, I will just phone in tomorrow.
Bell 1: It's okay.
Bell 1: Please stay online.
Bell 1: Let me transfer the chat to the customer support.
Please wait. We are transferring you to the specialist best suited to help you.
Chat representative Bell 2 has joined the session and is ready to help. To start, please provide your name and home phone number.
Bell 2: Hello! Welcome to Bell Internet Services. How may I help you today?
Bell 2: Hi, I will be continuing with you from here.
you: Brian / <<removed>>
Bell 2: Hi, How may I help you today?
you: Hoping to get a discount on the internet bill.
Bell 2: I understand that you wish to get discount for your Internet plan. I certainly will check with your account and help you.
Bell 2: May I have your B1 number for validation please ?
you: <<removed>>
Bell 2: Thank you.
Bell 2: I am pleased to inform you that I have a complete access to check the details for you. Please let me know if you are ready to proceed.
you: Ready
Bell 2: Thank you.
Bell 2: Let me check that information for you. Please give me a moment.
Bell 2: Thank you for your patience.
Bell 2: I have checked your line and could see that you are using Fibe 6 plan and could see that your line qualifies for Fibe 12, Fibe16 and Fibe 25 plan.
Bell 2: If you wish you can upgrade to any of your plan so that you can change your monthly modem rental plan to one time modem fee plan so that you need pay $4.95 any more.
you: Like I mentionned earlier, hoping to pay less...how much would I save if I downgrade to Essential Plus?
Bell 2: Essential plus plan : Existing - $38.95/m no contract
Bell 2: Download speeds as indicated per region - bandwidth usage/mo 2GB upload and download, add'l usage $2.50/GB .
Bell 2: Since you are a loyal customer of Bell I would help you to continue with the current plan with discount.
you: That's what I'm hoping for. We've been with Bell HSE since 2000. So once again, how much of a discount can you offer?
Bell 2: I really love to help you to get discount with plan charges.
Bell 2: Since I am a front line representative I do not have the access to provide discount.
Bell 2: I suggest you to contact our Business office department at 310-SURF (7873) or 1-800-668-6878 so that they will redirect to retention department and they will check with the account details and surely provide the discount for you.
Bell 2: Please contact the business office department from 8 am to 7pm.
Bell 2: I will provide the confirmation number so that you can provide the confirmation number so that you can avail discount in your plan charges.
you: OK, go ahead with the confirmation #
Bell 2: The confirmation number is <<removed>> .
Bell 2: Please make a note of it.
you: Thanks and good night.
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  #10  
Old 2012-03-16, 09:03 AM
happyhome happyhome is offline
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Oh pleeeeease let me help you with this! We moved in October 2011 into our new house. I had to call Bell every month until last month for discrepancies on our bill. Since Oct, we've paid almost double we were supposed to; forgot the promotions we were promised; put the wrong packages on our TV; didn't tell us that to install a 2nd receiver would cost $75 if not done on the initial set up; that every phone jack would cost $60 to put in; and every person I spoke to promised to fix and wasn't fixed by the next (or thereafter) bill; couldn't spell my name right (until last month); told us that because TV is billed twice in the 2nd bill it didn't pick up the promo we got because by that time it expired so we were charged $30 for each "free" pkg on initial sign up....I of course, could go on lol

Subsequently, after sooooo many calls and let downs, if it's humanly possible, ask to find a really nice older woman named Barbara when you call (she'll make you forget how super angry you actually are lol). She was absolutely spectacular. Not only did she credit us everything that was overcharged or owed/promised to us on initial, including $75 installation, a repair cost (even when the work order said $0 charge, they charged us!) put all of our promo stuff in, adjusted and calculated, all of the credits we were entitled to. Barbara said she has been there for a couple of decades and knows what is needed to be done. And she was the only one who came through for us. Last month we didn't pay anything for our bill and still had credit left over, and this month we will be paying practically nothing of a bill that should be normally $120 (including tax) for all 3 services. And, just so you know, she did this all after the phone call because their system at the time was down.

Where there is patience and a wonderful human being who cares to do the right thing, there is light at the end of the tunnel. Other than that, Bell is awesome...we like it.

Good luck!
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