Once More Into The Breach

Clint
Things I did: I got an iPhone 4s. Suggested: Yes. BUT.  I had great difficulties with bell.  Hark, and listen to yonder email I sent to them. “ I am extremely dissatisfied with some services I received from Bell lately.    I had a Nokia C6 for which I had purchased a one hundred dollar service plan, which I primarily bought because i was told that the Service Plan covers battery replacements.  Almost immediately after I purchased the phone I was having problems with it, but since it was a brand new model I resolved to wait for updates to correct the issues.  Issues began when the phone began to display minor glitches, with problems escalating until 6 months, in where my battery would completely lose it’s charge in five hours.  When I went to get a new battery under my service plan at your Markville location, they told me they didn’t have any in.  They did however put one on order, which was said to arrive the next week.  When I went to the store the next week, they hadn’t gotten it in and informed me that they’d probably have on the following week and would call me after they received it. After weeks with no call, I would drop by this location on a consistent basis, enquiring about the battery that was supposed to have been ordered for me, but each time I went in to see if it actually was in stock they constantly made excuses as to why it wasn’t there. One representative of the store even recommended I just “buy one on EBay for $5” as it was a better option than waiting for the replacement battery to arrive. This continued for two months until I gave up waiting, and instead began inconveniently carrying a charger around with me everywhere.  The phone worked fine otherwise, but more recently the device started to behave so poorly that it was basically unusable.  The screen would intermittently turn off, and not respond to my touch screen commands.  The phone would also drop calls and not receive text messages until hours after they were sent at times.   Frustrated, I explained these issues to a bell representative both on the phone and your live service, highlighting my dissatisfaction with the phone.  I wanted to upgrade early without paying an upgrade fee.  I was handed from representative to representative until I was given a supervisor.  This phone representative told me that a viable option would be to lower by monthly bill by ten dollars, and then buy out the remainder of the contract. I was told the $220.00 owed (for a 22 month early upgrade) could be payed over 22 months at $10.00 a month, thus making my bill the same as it was before for the next 22 months.  The same day (January 21,2012) I went to the 50 Bloor St. Bell World location (having been dissatisfied with the Markville store) and purchased an iPhone 4GS for about $338.94. While I was there I confirmed the offer put forth by phone representatives with the salesperson at the Bell World Store, named Banafsheh, who also sold me the phone.  She informed me that this sort of offer was possible with an upgrade fee, but she could not make those changes at the store.  She said I would have to call  the customer service line again and assured me that they could make the discussed Upgrade Charge changes to my bill.  Under these circumstances I was extremely satisfied with my purchase.  I went to my ‘mybell’ online account later that day and didn’t see my next bill posted at the time, so decided to wait to call back the customer service line to make the changes (as to avoid confusion).   The following week (January 30th, 2012), having not seen my next bill yet, I called the customer service line to confirm that the amount would be lain over 22 months.  The first gentleman I talked to said this would be possible in the future, but isn’t possible yet.  He transferred me to accounts payable, where a gentleman said while this was possible, I’d have to pay a late fee every month for 22 months.  I was transferred back to a customer service person, where confusedly I asked why two people before buying the phone said that this sort of thing was possible.  They said I’d have to take it up with the specific store I got it from, so I did.  I called the Bloor store, asking if they could perform that service for me, having said I was told I could.  The person there told me perhaps their manager could, but he wasn’t in.  I was told that he would be given my number when he came in later that day.   The following Saturday I was given a call by the representative who sold me the phone (Banafsheh).  I explained to her that the reason I bought the phone was because I was told I could get spread the upgrade fee over 22 months.  She told me that she never confirmed that that was possible.  She then repeatedly called me ‘a liar’, accused me of calling her a liar (which I never did) and told me that she took great affront to my leaving a note with her manager complaining of the service she game me (which again, I never did).  My fiance was with me at the time witnessing this phone call, and even though the phone receiver was up against my ear, she could hear this woman yelling ‘liar’ at me. When I asked to speak to a store manager, she said he was not there, but that his name is “Cam” and that he will be in on Monday (when I will certainly be calling and making a further complaint).   After this absolutely horrendous conversation, I went back to call the bell customer service line, who they told me that there was absolutely nothing they could do for me.  This phone representative attributed all of the confusion to miss-communication on the parts of both the first phone representative in the process, and to the store representative. According to the phone representative, there is a transcript record mentioning $220.00 over ten months in some capacity, but the transcript is unclear of the meaning.  The representative also told me that would have to go back to this store location and speak with the manager, who would have no power) to give me what was offered to me.   I am not a person who enjoys being shouted at, or called a liar. I have no wish to return to a store where this could be a possible outcome. This is TERRIBLE and UNACCEPTABLE store customer service, and an experience that I will certainly be sharing with all of my friends, colleagues and any other people I know that rely on Bell for their phone, internet and television subscriptions. Perhaps there was a miscommunication when the phone was being sold to me, but there is absolutely NO reason for Banafsheh to call me a liar. I am utterly disgusted at this behaviour and have never been treated in such an unprofessional, condescending manner. Knowing that you hire such incompetent people to handle your customers is making my family reconsider all of their Bell services.    I would just like to have what was originally offered to me, or at least something comparable.  If the individual stores record their calls, could you please play the ones on Saturday February 4th around two o’clock and you can hear the deplorable way in which I was treated and insulted.   I have been a loyal customer for years and have had exceptional service until these past few months, and am confident that you can resolve this situation in a manner that is representative of the outstanding service I am accustomed to receiving from Bell.” STILL quite soured anyone would call me a liar.  Resolution for this is still in the works.  If you want to complain to bell, do this.  The higher ups are actually quite nice and reasonable. The phone however, is glorious.  I’ve never had a phone that was so easy to use.  I got the 36 gig and that affords for quite a nice library.  Siri is also the shit, try it out if you know someone with this phone.  Try saying ‘whats whats’ something and it’ll give you loads of stats on whatever thing you’re saying(even if its a name).

Things I did: I got an iPhone 4s.

Suggested: Yes.

BUT.  I had great difficulties with bell.  Hark, and listen to yonder email I sent to them.

“

I am extremely dissatisfied with some services I received from Bell lately.
 

 

I had a Nokia C6 for which I had purchased a one hundred dollar service plan, which I primarily bought because i was told that the Service Plan covers battery replacements.  Almost immediately after I purchased the phone I was having problems with it, but since it was a brand new model I resolved to wait for updates to correct the issues.  Issues began when the phone began to display minor glitches, with problems escalating until 6 months, in where my battery would completely lose it’s charge in five hours.  When I went to get a new battery under my service plan at your Markville location, they told me they didn’t have any in.  They did however put one on order, which was said to arrive the next week.  When I went to the store the next week, they hadn’t gotten it in and informed me that they’d probably have on the following week and would call me after they received it. After weeks with no call, I would drop by this location on a consistent basis, enquiring about the battery that was supposed to have been ordered for me, but each time I went in to see if it actually was in stock they constantly made excuses as to why it wasn’t there. One representative of the store even recommended I just “buy one on EBay for $5” as it was a better option than waiting for the replacement battery to arrive. This continued for two months until I gave up waiting, and instead began inconveniently carrying a charger around with me everywhere.  The phone worked fine otherwise, but more recently the device started to behave so poorly that it was basically unusable.  The screen would intermittently turn off, and not respond to my touch screen commands.  The phone would also drop calls and not receive text messages until hours after they were sent at times.

 

Frustrated, I explained these issues to a bell representative both on the phone and your live service, highlighting my dissatisfaction with the phone.  I wanted to upgrade early without paying an upgrade fee.  I was handed from representative to representative until I was given a supervisor.  This phone representative told me that a viable option would be to lower by monthly bill by ten dollars, and then buy out the remainder of the contract. I was told the $220.00 owed (for a 22 month early upgrade) could be payed over 22 months at $10.00 a month, thus making my bill the same as it was before for the next 22 months.  The same day (January 21,2012) I went to the 50 Bloor St. Bell World location (having been dissatisfied with the Markville store) and purchased an iPhone 4GS for about $338.94. While I was there I confirmed the offer put forth by phone representatives with the salesperson at the Bell World Store, named Banafsheh, who also sold me the phone.  She informed me that this sort of offer was possible with an upgrade fee, but she could not make those changes at the store.  She said I would have to call  the customer service line again and assured me that they could make the discussed Upgrade Charge changes to my bill.  Under these circumstances I was extremely satisfied with my purchase.  I went to my ‘mybell’ online account later that day and didn’t see my next bill posted at the time, so decided to wait to call back the customer service line to make the changes (as to avoid confusion).

 

The following week (January 30th, 2012), having not seen my next bill yet, I called the customer service line to confirm that the amount would be lain over 22 months.  The first gentleman I talked to said this would be possible in the future, but isn’t possible yet.  He transferred me to accounts payable, where a gentleman said while this was possible, I’d have to pay a late fee every month for 22 months.  I was transferred back to a customer service person, where confusedly I asked why two people before buying the phone said that this sort of thing was possible.  They said I’d have to take it up with the specific store I got it from, so I did.  I called the Bloor store, asking if they could perform that service for me, having said I was told I could.  The person there told me perhaps their manager could, but he wasn’t in.  I was told that he would be given my number when he came in later that day.

 

The following Saturday I was given a call by the representative who sold me the phone (Banafsheh).  I explained to her that the reason I bought the phone was because I was told I could get spread the upgrade fee over 22 months.  She told me that she never confirmed that that was possible.  She then repeatedly called me ‘a liar’, accused me of calling her a liar (which I never did) and told me that she took great affront to my leaving a note with her manager complaining of the service she game me (which again, I never did).  My fiance was with me at the time witnessing this phone call, and even though the phone receiver was up against my ear, she could hear this woman yelling ‘liar’ at me. When I asked to speak to a store manager, she said he was not there, but that his name is “Cam” and that he will be in on Monday (when I will certainly be calling and making a further complaint).

 

After this absolutely horrendous conversation, I went back to call the bell customer service line, who they told me that there was absolutely nothing they could do for me.  This phone representative attributed all of the confusion to miss-communication on the parts of both the first phone representative in the process, and to the store representative. According to the phone representative, there is a transcript record mentioning $220.00 over ten months in some capacity, but the transcript is unclear of the meaning.  The representative also told me that would have to go back to this store location and speak with the manager, who would have no power) to give me what was offered to me.

 

I am not a person who enjoys being shouted at, or called a liar. I have no wish to return to a store where this could be a possible outcome. This is TERRIBLE and UNACCEPTABLE store customer service, and an experience that I will certainly be sharing with all of my friends, colleagues and any other people I know that rely on Bell for their phone, internet and television subscriptions. Perhaps there was a miscommunication when the phone was being sold to me, but there is absolutely NO reason for Banafsheh to call me a liar. I am utterly disgusted at this behaviour and have never been treated in such an unprofessional, condescending manner. Knowing that you hire such incompetent people to handle your customers is making my family reconsider all of their Bell services.

 

 I would just like to have what was originally offered to me, or at least something comparable.  If the individual stores record their calls, could you please play the ones on Saturday February 4th around two o’clock and you can hear the deplorable way in which I was treated and insulted.

 

I have been a loyal customer for years and have had exceptional service until these past few months, and am confident that you can resolve this situation in a manner that is representative of the outstanding service I am accustomed to receiving from Bell.”

STILL quite soured anyone would call me a liar.  Resolution for this is still in the works.  If you want to complain to bell, do this.  The higher ups are actually quite nice and reasonable.


The phone however, is glorious.  I’ve never had a phone that was so easy to use.  I got the 36 gig and that affords for quite a nice library.  Siri is also the shit, try it out if you know someone with this phone.  Try saying ‘whats whats’ something and it’ll give you loads of stats on whatever thing you’re saying(even if its a name).

  1. molloyboy posted this