Last month I wrote about why I canceled my Bell ADSL and moved over to Teksavvy. I ended the post with a question:
Who thinks Bell will pull my Teksavvy service when they cancel my Sympatico service?
Well I’ve decided to apologize publicly for my lack of faith in Bell. As a former shareholder I should have known that you would come through. So here I go:
The Apology
I’m sorry Bell for thinking that you were going to cancel my Teksavvy service when you went to cancel Bell ADSL. You did a fine job in making sure my internet service was up the entire time. Its my fault, I should of realized that you were going to cancel my phone line instead!!!
The Aftermath
Apparently when I called up and said “I’d like to cancel my ADSL service because I’m moving to another provider” it was code for “I want to cancel my ADSL and phone line and move over to a dry loop”. When my fiance noticed that the phone was out she let me know and I called Bell right away. The woman told me that I was lucky that I called when I did because they hadn’t completed the cancellation process. Had it been completely canceled I would have had to wait 3-5 business days to get it fixed. Lucky me. All in all it took them something in the range of 6-15 hours to fix their own mistake.
It gets interesting when I called Bell the next day to get a credit since my fiance had to use cell phone minutes. She wanted 3 months credit and by god I was going to try and get it. At first the Bell rep offered to credit me 1 day for when the service was down. That was nice of her but I wanted more. My subconscious wanted to be reimbursed for 11 years ADSL outages that I never called to get a credit on. She than offered me a one month’s credit I said thanks but no thanks. Time to talk to the manager.
The manager quoted me some text from the customers guide and pretty much said I was lucky for even get 1 months credit. Now I was at an impasse. I want a hard phone line and there is no where else to get it but Bell, so I have no legs to stand. If there was an alternative provider I would have canceled right there and then. I did the only thing I could do, I thanked her for the credit, told her she was quite lovely to talk to and then proceeded to state that the only thing reliable about Bells customer service is its inability to be reliable. Ya I was calm the entire time I was speaking and was never “rude” so hopefully she doesn’t take it personally. It did make me feel better though. I guess I should be thankful that Bell allows me to continue to be a customer because they are doing me a favor.
What does it say when a company makes you feel they are doing you a favour by letting you be a customer?
-mfd-
I can totally relate to your situation, similar things have happened to me with Bell that is just unimaginable. I have had them cut off my phone line because they were deactivating someone else’s line and accidentally took mine out, and it took them a week to fix it because they never updated my address in their system, but the funny thing is, the bill comes to the right address. When I had internet problems with Bell, they diagnosed and came to the conclusion that the modem needs a replacement and they were going to ship me a new one. It never arrived. I called them up three days later, and another three days later, until I found out from FedEx that the address they shipped the modem to is different from the one Bell told me they were shipping to! And yes, it is again my old address. At that point, I have to give up on Bell. I am just praying that nothing happens with my internet now that I’m with Rogers, because from my experience talking to their wireless department today, they aren’t that much better.
@Kayo – Unfortunately it seems our teleco providers dont’ really care about customer service. I just can’t believe how segmented all the departments are…to get anything done you get transferred a bunch of times . This is most likely the cause of all the inconvenient mistakes. Canada loves it’s oligopoly industries