As cute as those little beavers in the Bell commercials are, their customer service is extremely faulty! Sure they seem nice and helpful on the surface, but absolutely nothing is executed! My problem: I’ve been having trouble connecting to the Internet for about a month now. The connection will be on and off for minutes at a time, several times an hour. The Friday after I begun seeing the problem happen, I called up Sympatico‘s tech support line. They told me the usual ‘reset my modem’ crap, but it was still happening. Then they tested the line and they said it appeared that there was trouble with it. So they agreed to send me a new modem and told me I can get reimbursed for the time that my Internet was down.
A week goes buy and I’m damn well sure Canada Post isn’t that slow, so I call them up on the following Friday. Guess what? When I talked to their tech department, they said that they had no record of a modem set up to be shipped to me! So I explained the problem to them again. They told me to ‘reset the modem’ again and tested the line. After it was proven to be faulty, they agreed to send out another modem.
At this point, I’m thinking OK… common mistake. Maybe someone forgot to press the ‘enter’ key after my initial phone call. So after another week passes by still no modem!
I call up Bell for the third time, and explain that I’ve been calling for the past two weeks and that I was supposed to have a new modem shipped out to me TWICE. They seem to have gotten the message and did a rush order on the shipping and I got it the following Tuesday.
So new modem, new phone cable and it seemed that it was working. But then the Internet connection started tripping out again. So, I call up Bell (yet again) on the next Friday and get told to call up another 866 number to get a technician sent to my house to repair the phone jack (since the tech guy said that’s most likely the problem, after he had me unplug the modem to test it in the other room).
Great… the earliest appointment to have someone look at the jack is five days later. What if I were a business and depended on my Internet connection to complete my job each day?! Wednesday comes and goes. Surprise, surprise: no tech guy knocking at my door.
I just got off the phone with Bell (dry loop department), and the lady I spoke to (seemed really nice), informed me that there’ll be a $100 charge to have someone from bell repair my phone jack. $100?! After she connected me with the people over at 310-BELL, the next representative apologized for the fact that the last repair guy didn’t come yesterday and set up an appointment for next Tuesday. I asked her how much it would cost and she informed me that it was $99. I told her that the first time the guy set up the appointment, I wasn’t made aware of any charge, and to just forget it and connect me to the Customer Service department so I can get a refund on the time that my internet was down for the past 3 weeks (the tech rep initially said I could get reimbursed).
I wait on hold to get connected. Thee minutes later I hear static. Then that do-do-DO beep sequence with the operator that happens when a call cannot be connected, so I hang up the phone.
I hate Bell. I’ll call to cuss them back later on today. Really thinking about switching to Rogers right about now…
Update (August 15. 2007): After emailing the executive office yesterday, I got a phone call from a nice gentleman in Ottawa telling me that they got my email. After he quickly went through the gist of my problem, he asked me what I wanted and I told him to have my internet service charge refunded for the month that it was defective… and he gave me the next 2 months free! He was so helpful and friendly. I should’ve asked for a free ExpressVu Satelite. :D Bell’s now back on my ‘good list’ (barely).
Bell is my archnemesis. I seriously hate bell with a passion. I had similar problem, it went on for at least 6-8 months. Finally it was my modem and i finally got it sorted but it was stressful. Now I have a POS cell phone that gets horrible reception on Bells horrible network. Its been in for “repair” twice, and ive had technical support tracking it and no one has a solution for me.
Bell = worst customer service EVER. I dont hate a lot but i hate bell.
seriously i could go on for days about how horrible they are.
I love those Beaver commercials but yes all big corporate companies are horrible at customer service. Rogers isn’t much better.
Don’t you just love the customer service line where you have to SCREAM your directions to them. What happened to the Press 1 for A, Press 2 for B???
Pretty much both rogers and bell suck big nuts, i used to work for bell and they view customer loyalty by how much you spend so if you ever here (loyalty) statement it is just away to get the must money out of you as possible.Bell is so stingy when it comes to credits…and that the only place rogers is better they give credits like a mofo.. however they will also put you on promotion and not tell you and charge you 3x as much. further more when you do cancel there service they charge outrageous fee for canceling as well charge way for equipment you have. note if anyone is charged more then 50$ for a modem way to much both theses companies buy them wholesale and the retail price is about 50$ not 200$, they spend about 25$or less on the modems actually cost and reuse the equipment most of the time. same thing with digital receivers they are really max if it is a dvr 200$ not 400$ not 500$ these prices are bullshit and again the equipment is often refurbished if you an issue with either of these companies i recommend going to the crtc as well the utility board to have something done.
I have a huge complaint with Bell Canada….. I have been with a proper working phone now coming up on 5 days and counting. First I received a message on my phone that they found no problem. Upon arriving home in the early evening their was a bell technician in my yard, working away at the problem…. He was very nice…. then he leaves stating that the problem has been fixed….. after he leaves, we eagerly try to use the phone… nope same ….. problem…. Immediately we recontact Bell and bring them up todate. It is acknowledged there is still an exising problem with the line and yes it is outside….. they will send another technician the following day. Well guess what… no one showed up and the phone still isn’t repaired….. I went out to a public phone booth…. and remained on hold for half an hour….. finally calling the bell operator… and explaining the situation again…. she puts me through the be left on hold for another ten minutes, so as you may have gathered I am not happy with Bell at the moment…… Sincerely (former satisfied customer) JL
What happened to the beavers? I thought they were to be the olympic mascots or are they just for the 2010 winter olympics?