Old Style Phone
For such a large company who specializes in communications Bell Canada really does not know how to communicate.
Why don’t they get it right, think of the paying customer, and make the experience a little less painful?
On a monthly basis I receive an invoice for all of the services that I get through Bell on one bill. That would make you think that one phone number for customer service, and they would be able to answer any of your questions on any of those services that you are being billed for on their “One Bill”.
Don’t be fooled by logic. No indeed. You must call 5 different people to get answers about 5 different questions regarding the 5 different services that you are being billed for on that one bill.
Logic would dictate that when you speak to someone about your cell phone, and they have all of your personal information sitting right there in their data base, that all of your services with Bell would also be listed in said data base. Not so. Each service has it’s own little data silo and they don’t talk to each other. “Cell” silo cannot speak to “phone” silo, cannot speak to “TV” silo and so on. . . You, the paying customer, have the privilege of doing all the work for them.
Don’t go to the Bell Store and expect answers either. I spent 20 minutes standing in line when I wanted to purchases a Turbo Hub. There were 4 customers in front of me even though it looked like 10.
The first lady had 4 teenage children with her. She was served by one of the two customer service representatives in the store that morning. She was still being served by the time the 3 other people were “served” by the other representative. Her standard response was something like this.
“I’m sorry, I can’t help you with that question. You will have to go on line to find the answer.”
I was hoping the lady with the 4 teenagers would hurry up – I didn’t want the the young lady who had no answers trying to answer my questions. Luck was not on my side. I got the young lady who didn’t know anything, and I got her standard response. . . “I’m sorry, I can’t help you with that question” . . .
I had done some research on line, had called Bell customer service, and was advised that I needed go to the nearest Bell Store for what I was looking for. It took an 1 1/2 hours just to get to the store to be greeted by a service rep who didn’t give two hoots about anything. I was livid.
I went out to my car, took my Bell cell phone and called *611. I had to “Choose one of the following options” 5 times before I got someone on the other end of the line, and I was breathing a prayer that I had chosen the correct options and the person on the other end of the line was going to be able to help me.
She did help me in a manner of speaking. She advised me that if I wanted answers, NOT to go to the Bell store. How’s that for confidence in your people? Rather, she suggested that I go to The Source. They apparently are owned by Bell, and actually staff their stores with folks who know what they are talking about. Novel idea!
The Source happened to have a store across the street. Yipee! Another good piece of fortune. And the young man who served me was the epitome of a knowledgable customer service representative. He knew the products, was able to advise which of the options available were the best and why, and was able to answer my questions. He even took the time to look things up on the internet and show me “how to”. Bell could learn a thing or two from their very own outsourced company. Too bad they don’t seem to care.