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Chit Chat General chit chat that doesn't have to be specific to home ownership.


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  #11  
Old 2012-03-16, 12:42 PM
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BrianT BrianT is offline
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Originally Posted by happyhome View Post
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!
You know what? It was an older lady named Barbara that figured out my issue I described previously. I remember her because she was very well spoken and articulate. I also remember her saying that she's been there for a few years. Wow.
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Builder: Tamarack Homes
Location: Chaperal (Orleans)
House: Avon 4E
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  #12  
Old 2012-03-16, 12:52 PM
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BrianT BrianT is offline
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Originally Posted by BrianT View Post
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.
I called and asked for the retention department right off the bat. Was expecting them to put up a fight but colour me surprised, they did what I asked and reduced the bill. All this was done within a five minute time frame.

Before
Modem Fee Rental - $4.95
Bell Internet FIBE 6 - $46.95
HST - $6.74
Total - $58.64

After
Modem Fee Rental - waived
Bell Internet FIBE 6 - $38.95 (If I understood him correctly)
HST - $44.01

Now to wait until the next billing cycle to see if it takes affect.

I asked for an email confirmation but he said that it was done in their system and could not provide one.
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Builder: Tamarack Homes
Location: Chaperal (Orleans)
House: Avon 4E
Moved In: April 10th 2010
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  #13  
Old 2012-03-16, 01:50 PM
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gerapau gerapau is offline
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Originally Posted by BrianT View Post
I called and asked for the retention department right off the bat. Was expecting them to put up a fight but colour me surprised, they did what I asked and reduced the bill. All this was done within a five minute time frame.

Before
Modem Fee Rental - $4.95
Bell Internet FIBE 6 - $46.95
HST - $6.74
Total - $58.64

After
Modem Fee Rental - waived
Bell Internet FIBE 6 - $38.95 (If I understood him correctly)
HST - $44.01

Now to wait until the next billing cycle to see if it takes affect.

I asked for an email confirmation but he said that it was done in their system and could not provide one.
I called 310-BELL a month and a half ago and said I was going to cancel my Bell services and they passed me through to their multi-product department (I think this is their retentions people for those that subscribe to multiple products). The lady I talked to put me on hold for 5 or 10 minutes and came back with the following discounts: $20 (about 20%) off my Expressvu bill, $20 (about 33%) off my Home Phone bill and 35$ (about 60%) off my Sympatico bill (we also have the Fibe 6 plan and they are now charging us $24.47 per month which includes the modem and an extra 40GB). Not bad for 10 minutes of my time. All discounts are good for 12 months with no contracts. Just received my first bill since the change and all discounts are as promissed.

We go through this every year and most years they wouldn't give much discounts on the home phone or Sympatico (we have gotten up to $40 off Expressvu though). For some reason, this year the discount on Sympatico was substantial.

We also have 2 cell phones with Bell but they wouldn't touch those because we have some old corporate rates that are too good to be offered any further discounts on.
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  #14  
Old 2012-03-16, 02:08 PM
wilkie wilkie is offline
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good luck. My dad fell for the bait and switch for phone, internet and tv and still now over 2 years later he still doesn't have what he was promised and still paying more than he was supposed to. He finally gave up.
as a side note while talking to a bell installer doing work at my office he told me that when you call bell ALWAYS press whatever for french. that will ensure your call stays in Canada and does not get transferred to wherever. once someone comes on the line speaking French just talk to them in English and they have to speak to you in English.
Alternatively you can ask for your call to be transferred to a Canadian call center. they must do this at your request by law.
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  #15  
Old 2012-03-16, 04:31 PM
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gerapau gerapau is offline
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Originally Posted by wilkie View Post
as a side note while talking to a bell installer doing work at my office he told me that when you call bell ALWAYS press whatever for french. that will ensure your call stays in Canada and does not get transferred to wherever.
This works equally well with many different businesses. I was told the same by a Sears repair person.

Quote:
Originally Posted by wilkie View Post
once someone comes on the line speaking French just talk to them in English and they have to speak to you in English.
No they don't 'have' to. In most cases the French staff are bilingual and will switch to English if they can but there is no requirement for them to be bilingual or to speak English. They may be unilingual French. They will however, transfer you off to someone else who can speak English. Problem is that this English person may be located in the country you were originally trying to avoid.

Quote:
Originally Posted by wilkie View Post
Alternatively you can ask for your call to be transferred to a Canadian call center. they must do this at your request by law.
Again, no they don't. There is no legal requirement for them to even have a call center in Canada let alone transfer your call to one. It is very possible that if you request to talk to someone in Canada that you may be transfered to a center with far fewer techs and far longer wait times (again if a Canadian call center even exists).
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