Comments for Bell Canada Customer Service

Comments for
Bell Canada Customer Service

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Jun 05, 2008
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Customer Service --It does not exist
by: Anonymous

My wife works at the call centre ( long term employee ) and complaints about what the customer service reps do daily--quote wrong prices add things not ordered to customers lines
I phoned in today to cancel some products. Checked with wife later and she found out he upgraded our internet service without approval ( tried to upsell me ,but I told him to leave it alone and he also did not cancel the services as I requested which would have cost me more money.
This is what you get when you outsource ( Canada or India ) the service at a lower cost and they don't care,. Tried to correct it with a manager (from another outsourced company ) but she to screwed it up.

When my wife retires I will try Rodgers

Mar 25, 2008
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Been there....................BURNNING !!!!
by: Anonymous

I can not put to print my feelings.............hitting the keys harder as I think of the BS the "REPS" put me through

Mar 18, 2008
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How true it is
by: Anonymous

I can't agree with Marie more. I had a customer service rep call and I could barely understand them. I am a Canadian and not to understand a Canadian companies own customer service is hard to take. I know they need jobs but what about our own people in our country. Bell is making a ton of money from us with all their charges. Have they lost their soul and heart?

Mar 03, 2008
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Couldn't Agree More!
by: Pat

There just seems to be one horror story after another with Bell and what are our options? They do not care about their customers anymore. Interestingly enough, the sales staff, who always call at meal time trying to increase your services (bundling) are always very helpful but the Customer Service Reps are no longer friendly, helpful or service driven. My apologies to the few who are out there, I have just not encountered them in years.

Jan 23, 2008
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A Business Rep's Response
by: Anonymous

I am a recent csr rep and maybe I can answer some
of your concerns. Training has been cut back and back and back so what used to be a 12 week training course, is now 3 - 3 1/2 weeks. We have been told point blank that our number one concern is upselling, not customer service. That's right.

Our job is to get the calls off the team leaders board, not to effectively solve each customer complaint as they come up. If I want a 10 minute break I just phone bell business where I a customer service rep will also be put on hold. It is sheer madness I tell you.
I actually do try to solve customer complaints as they come in, for I believe that that is my job. Yes selling a long distance package that can save the customer money is a good idea, but not after putting him/her on hold for 15 minutes while I search in vain for an answer to their question.

We have 3 sheets of phone numbers that we transfer customers to when they phone. We in effect have become transfer specialists, not customer service reps.
Suggestions: Read every bill carefully, Bell will put things on your bill for no apparent reason and you must question them.
Never pre-authorize your bill with your credit card. They will add things and it will a lesson in hair pulling frustration to get these charges off.

Final Word: I do really feel sorry for the customers.

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Jan 23, 2008
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Submitted by: Anonymous

Title

Comment
I am a recent csr rep and maybe I can answer some of your concerns. Training has been cut back and back and back so what used to be a 12 week training course, is now 3 - 3 1/2 weeks. We have been told point blank that our number one concern is upselling, not customer service. That's right. Our job is to get the calls off the team leaders board, not to effectively solve each customer complaint as they come up. If I want a 10 minute break I just phone bell business where I a customer service rep will also be put on hold. It is sheer madness I tell you. I actually do try to solve customer complaints as they come in, for I believe that that is my job. Yes selling a long distance package that can save the customer money is a good idea, but not after putting him/her on hold for 15 minutes while I search in vain for an answer to their question. We have 3 sheets of phone numbers that we transfer customers to when they phone. We in effect have become transfer specialists, not customer service reps. Suggestions: Read every bill carefully, Bell will put things on your bill for no apparent reason and you must question them. Never pre-authorize your bill with your credit card. They will add things and it will a lesson in hair pulling frustration to get these charges off. Final Word: I do really feel sorry for the customers.

Cancel Delete Delete & Ban

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Dec 23, 2007
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Snow from the roof?!?!?!
by: Anonymous

Our dish was damaged yesterday by ice falling off of the roof. When my husband called Express Vu to explain the situation, he was connected to one of the service people in India. The lady he was talking to had no idea how ice from the roof could damage a dish and kept asking him to repeat himself. She finally solved the problem by saying that we are no longer covered and we have to purchase the dish care package. My husband didn't waste any time talking to someone who has no idea what we are dealing with and will go through the guy who installed the dish in the first place.
It amazes me how these companies don't realize how word of mouth can affect their business. If I had problems like Marie I would tell everyone that I know in my rural area what problems I had and convince them to use someone else.

Nov 22, 2007
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Can I quote you?
by: Heidi S.

I would like to know whether or not I can quote you from your tirade. I am presently doing a project for my EMBA on marketing and the topic is Bell Canada - the focus is on improving customer service in order to retain customers. Your situation is one that we had not thought of, the ones who MUST use Bell because of location. Please e-mail me at heidi {dot} schwarzkopf {at} hotmail {dot} com Thanks, HS

Nov 03, 2007
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Whoa, Marie!
by: Anonymous

GREAT long post Marie, it is not the first time something like this happens to us.

Maybe people will pay attention here and avoid using their services. That's the least you could do for them. ;-)

Mar 14, 2008
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Bell has changed
by: Ian Szgatti

I have recieved the most horrible service from Bell of any company i have ever dealt with. I will speak factually, and not based on anger.
My calls are being directed to a country where the people employed cannot speak the kind of clear english I am used to hearing. Does that mean I have to learn Hindu in order to recieve customer service?
The sales reps lie to you, and the customer service reps kiss your behind on the phone but never accomplish anything relating to your problem.
This has been my experiance. I was scammed by a Bell salesman from the start, and ended up with a bill 100% more than I was initially told.
As soon as I can, I am leaving this faceless cold company.

Ian Szgatti
Vineland, Ontario, Canada.

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