Hi all, this is a first post of its kind for me but one that I thought could be fun and interesting, add to that the fact that I always forget the details of these encounters so this will be a good way to have them documented if I ever need a refresher of what happened. So who’s the lucky first target of this new series of blog posts? As the title implies, Bell Canada it is!
Contact #1 – Phone Support
I called Bell around 2 months ago to cancel my home phone, we never use it so why pay for it.
I was offered a deal by their retentions department that was good enough for me to keep the line. I was offered 50% off on my phone line and 50% off on my internet for 12 months with the modem rental fee waved. With that, my bill should have gone down more with keeping the line than it would have if I only disconnected the line. Done deal.
Had to speak with 2 reps, in the end I kept the phone line and looked forward to the savings.
Contact #2 – Tech Chat
I received my discount on the phone line but two months later I still didn’t receive the promised internet discounts.
This was my first time using the “chat with a tech” feature and it felt very cool, felt like the future :) The first tech from the home phone department confirmed that no discount had been applied to my internet bill and had to transfer me to a tech from the internet department to look into it. The chat transfer was smooth, again I loved the chat feature, not sure why I resisted this feature for so long. The chat rep from the internet team said they cant apply promotional discounts on a chat and that I had to call tech support on the phone, he politely gave me the number and we parted ways.
While the tech chat feature was a cool new adventure in technology the outcome was they could not do anything for me and unfortunately it was a complete waste of time.
Contact #3 – Phone Support
I called Tech support at the number provided by the rep in Contact #2.
First person I spoke to was from the Home Phone department, confirmed again that there was nothing applied to the internet account and told me that she would need to transfer me to an Internet rep. Internet rep again confirmed that there was nothing added to the account and said he cant give me a promotion but can maybe find a better plan for me? No thanks I said, I want the deal I was promised. He couldn’t apply promotions so He would need to transfer me to the retentions department. Retentions department said he could not see any offer like that to apply to my account as the plan I am on does not exist anymore. Grrr! I was just about to say I want my home phone canceled then but he cut in and said “wait, I see something we can do here”. The offer, he offered me a 15 Mbit plan ( I’m currently on a 12) at half price for a year with modem rental fee waived. Deal! Turns out that my current modem won’t cut it (bull but whatever) so they need to send a tech on Monday. Looks like I’ll be working from home on Monday.
I was offered a plan that I was happy with, lets see if it actually works out like they said it would.
I had to speak to 7 different reps in 3 contacts and I still need to work a day from home to see a tech but I got the deal I wanted, hopefully :) Updates to follow if needed.
Total Contacts: 3
Total Reps: 7
Overall Rep Quality Rating: 4 out of 5 (higher = better reps)
My Frustration Level: 2 out of 5 (higher = more frustrated)