Wo1f
join:2007-10-02
Montreal, QC
 ·Bell Sympatico
| reply to soldierdog
Re: Total BS from BS!
said by soldierdog  :snip... I am happy that your problems were resolved very quickly, all the more reason to post everything other than necessary information for all to see whether it be good or bad. Someone could benefit from the help you received... snip... Fair enough.
I recently renegotiated my contract for a better rate. I was on an old package that included long-distance phone calls. This was offered by Bell many many years ago. Some of you might still be using that profile (Sympatico HSE MC et Interrurbain). That's the 5056000/800000 profile on fastpath (in my case). The cost to me was in the low fifties. I also knew that I was going to lose the "unlimited" portion of that profile, but that was a non-issue as my family's bandwidth usage never goes beyond 5 GB's/month.
During my conversation with the Sympatico agent, I mentioned many times that I was completely satisfied with the reliability and availability of the current service and there was no need to change it in any way whatsoever. Well, some days later I received a new modem and less than 24 hours after connecting it, my profile was bumped to 6016000/800000 and interleave.
In the meantime, when I received my first bill post profile change... I realized that Sympatico had added a new page with the proper charges and credits, but that the Bell portion was still charging me the fees from the old profile. After a no less than 3 hour telephone session with many different departments within Bell and Sympatico, no one could make the changes stick. That was not a pleasant experience and is still ongoing. This part of the equation has now been taken over by a very helpful supervisor, who has my file on her desk until this is digested by the internal processes (which takes time) and confirmed to be resolved. I am satisfied with this arrangement and believe her concern and wishes for this to be resolved to my satisfaction as genuine.
Now for my other (non-critical) problem which has been taken care of so quickly by the experts in the "sympatico-direct" forum, had to do with the most important quality that the old profile offered... fastpath. Yes, we are a bunch of nutsy gamers in my family! The upload was also not up to speed even though the "sync" was unchanged. That's been taking care of (to my complete satisfaction) and I'm still on the 6016000/800000 profile hitting the max (up/down) just about anywhere in North America. I've also received 2 follow-up calls from the Sympatico technician today to confirm my satisfaction. This is what I call going beyond and above the call of duty.
So in conclusion, the "sympatico-direct" forum allowed me to present my situation to the experts that could actually do something about it, without me having to go through Sympatico's tier 1 front-line support again, knowing full well that this support level could not do anything about it to begin with. And we all know how difficult it can be to be referred to tier 2 technicians.
Bottom line is, I managed to get a lower monthly rate with a speed increase to boot without losing my beloved fastpath. And even though it wasn't smooth sailing, the individual efforts demonstrated by many Sympatico employees has simply confirmed to me that the current problems they are experiencing is more likely due to an unforgiving business process (which is not flexible enough to quickly and efficiently cater to the special problems that a lot of us here are afflicted with), than Sympatico employees out to get you. And to put things in perspective, you do realize that we only represent a very very small percentage of Sympatico's customer base.
Nevertheless, an initiative was started by concerned Sympatico experts right here where the action is. I just don't see this anywhere else when dealing with such heavyweigths as Bell. I'm also a little bit surprise that this would be perceived as an attempt to hide problems from public view. Again, IMHO, it's just as easy to see this as an honest attempt by concerned Sympatico experts to solve our "special" problems. What are you all waiting for???
I don't believe that my issues (and resolution) will be helpful to anyone else, except maybe to remind frustrated members that have serious issues with Sympatico that the majority of Sympatico's employees do go above and beyond the call of duty, and certainly do not merit to be demeaned as I've seen it done here. That's just nasty.
Best regards,
Wo1f |
|
AguyPeriod
@bell.ca
| reply to Deadpool
said by Deadpool : Agreed, and I don't believe anyone from Bell has asked any user to stop from making those posts. The Direct forum is intended to fix single user issues that have found no resolution using normal means. If a Support forum on a 3rd party website is the BEST place you can get service for a product you have from a MAJOR Corporation that offers professional 24/7/365.. There's a whole heck of a lot more wrong than what meets the eye.. |
|
Aguyperiod
@bell.ca | offers professional 24/7/365.. There's a whole heck of a lot more wrong than what meets the eye..
professional Help 24/7/265... is what i meant to type. |
|
AguyPeriod
@bell.ca
| reply to Wo1f
said by Wo1f :said by soldierdog :snip... I am happy that your problems were resolved very quickly, all the more reason to post everything other than necessary information for all to see whether it be good or bad. Someone could benefit from the help you received... snip... Fair enough. I recently renegotiated my contract for a better rate. I was on an old package that included long-distance phone calls. This was offered by Bell many many years ago. Some of you might still be using that profile (Sympatico HSE MC et Interrurbain). That's the 5056000/800000 profile on fastpath (in my case). The cost to me was in the low fifties. I also knew that I was going to lose the "unlimited" portion of that profile, but that was a non-issue as my family's bandwidth usage never goes beyond 5 GB's/month. During my conversation with the Sympatico agent, I mentioned many times that I was completely satisfied with the reliability and availability of the current service and there was no need to change it in any way whatsoever. Well, some days later I received a new modem and less than 24 hours after connecting it, my profile was bumped to 6016000/800000 and interleave. In the meantime, when I received my first bill post profile change... I realized that Sympatico had added a new page with the proper charges and credits, but that the Bell portion was still charging me the fees from the old profile. After a no less than 3 hour telephone session with many different departments within Bell and Sympatico, no one could make the changes stick. That was not a pleasant experience and is still ongoing. This part of the equation has now been taken over by a very helpful supervisor, who has my file on her desk until this is digested by the internal processes (which takes time) and confirmed to be resolved. I am satisfied with this arrangement and believe her concern and wishes for this to be resolved to my satisfaction as genuine. Now for my other (non-critical) problem which has been taken care of so quickly by the experts in the "sympatico-direct" forum, had to do with the most important quality that the old profile offered... fastpath. Yes, we are a bunch of nutsy gamers in my family! The upload was also not up to speed even though the "sync" was unchanged. That's been taking care of (to my complete satisfaction) and I'm still on the 6016000/800000 profile hitting the max (up/down) just about anywhere in North America. I've also received 2 follow-up calls from the Sympatico technician today to confirm my satisfaction. This is what I call going beyond and above the call of duty. So in conclusion, the "sympatico-direct" forum allowed me to present my situation to the experts that could actually do something about it, without me having to go through Sympatico's tier 1 front-line support again, knowing full well that this support level could not do anything about it to begin with. And we all know how difficult it can be to be referred to tier 2 technicians. Bottom line is, I managed to get a lower monthly rate with a speed increase to boot without losing my beloved fastpath. And even though it wasn't smooth sailing, the individual efforts demonstrated by many Sympatico employees has simply confirmed to me that the current problems they are experiencing is more likely due to an unforgiving business process (which is not flexible enough to quickly and efficiently cater to the special problems that a lot of us here are afflicted with), than Sympatico employees out to get you. And to put things in perspective, you do realize that we only represent a very very small percentage of Sympatico's customer base. Nevertheless, an initiative was started by concerned Sympatico experts right here where the action is. I just don't see this anywhere else when dealing with such heavyweigths as Bell. I'm also a little bit surprise that this would be perceived as an attempt to hide problems from public view. Again, IMHO, it's just as easy to see this as an honest attempt by concerned Sympatico experts to solve our "special" problems. What are you all waiting for??? I don't believe that my issues (and resolution) will be helpful to anyone else, except maybe to remind frustrated members that have serious issues with Sympatico that the majority of Sympatico's employees do go above and beyond the call of duty, and certainly do not merit to be demeaned as I've seen it done here. That's just nasty. Best regards, Wo1f You've got to be joking. 3 or 4 people taking that extra step is a far cry from the majority of Bell Employees.
You've also mentioned Expert Far too many times as I am sure they're quite adept at doing their Job but are far from an EXPERT in the field of ADSL technology witch they are supporting.
As for the demeaning of BS employees, I honestly think it's more a case of "call it like you see it" or "their (BS employees) actions speak a million words" and we just can't help ourselves from posting the lack on actualy helpful/useful words of wisdom they actually provide.. Perhaps if BS TSR-1 group were maybe a little more knowledgeable/experienced with the product they support and how it works instead of taking a crash coarse on how to BS a customer they may be of more help..
That's just my 2 cents..
But yes the Direct forum is a wondrous way to keep problems at bay and out of the publics eye appose to actually keeping things public minues their personal/private information.. I agree that's an awesome crowd/damage control method! |
|
EcHoMaN
join:2003-05-04
Toronto, ON
1 edit | reply to AguyPeriod
said by AguyPeriod :said by Deadpool : Agreed, and I don't believe anyone from Bell has asked any user to stop from making those posts. The Direct forum is intended to fix single user issues that have found no resolution using normal means. If a Support forum on a 3rd party website is the BEST place you can get service for a product you have from a MAJOR Corporation that offers professional 24/7/365.. There's a whole heck of a lot more wrong than what meets the eye.. Yes, sad state of affairs when 95%+ of Sympatico customers are subject to current treatment, or lack thereof.
That's what happens when a company gets so big. They've pretty much done away with first tier knowledgeable support and 2nd tier+ can never be reached because first tier are just doing their job(script reading)and hanging up, or puttin you on hold, hoping you will bugger off. Bell couldn't care less as if anyone decides to go elsewhere they will still rake in a portion. Let's not even get into how Sympatico doesn't really need to try and keep it's customers around because of their subscriber rate, plus+contracts+cancel fees. Beg to differ? Call them up. |
|
AguyPeriod
@bell.ca
| They may *THINK* they don't need their customers but if everyone left and paid their cancelation fees etc what would they do next month with no customers? Not to say that would EVER happen but with more and more people leaving Bell sooner or later they're going to look in the old BS pocket book and start to notice it's not near as thick as it once was and that will make someone think atleast for a second as to why?
Do you really think after an X amount of time someone that was once treated so poorly from a major corp would ever think to switch back once they've found themselves in a comfy little nook with their new ISP/phone provider and are being treated like a customer should appose to how they *BS* Want to treat you? I doubt it and they'd be somewhat a fool if they did just asking to be kicked around again like a rock on the curb.. |
|
newf7
join:2007-09-11
Brampton, ON
| reply to wowzeromfg
@Wo1f...I believe posting your issues in public is of use. I think it's important people be made aware that BS takes it upon themselves to make changes to subscribers' service which are detrimental to the subscriber without the subscriber's knowledge or consent.
In my experience, having spoken with more than thirty BS employees over the past few weeks, the majority certainly do not "go above and beyond the call of duty". In fact, IMNSHO, the majority do not go even close to "the call of duty". Again, IMNSHO, "demeaning" them isn't so much "just nasty" as expressing the frustration engendered by being forced by BS to waste one's time dealing with them. Also, "demeaning" suggests they're entitled to a greater stature than the supposedly "demeaning" comments made about them reflects and I don't believe that's the case.
@AguyPeriod...I believe angry customers fighting back would have a greater effect than their leaving. In any case, if BS has not provided the service they contracted to or enticed you through misrepresentation, I don't see why you would pay a cancellation fee. |
|
Wo1f
join:2007-10-02
Montreal, QC
·Bell Sympatico
| reply to AguyPeriod
said by AguyPeriod :
You've got to be joking. 3 or 4 people taking that extra step is a far cry from the majority of Bell Employees. AguyPeriod, you are reading me wrong. I have a list of Sympatico employees that I've dealt with, which is just as long as "newf". Taking into account Sympatico guidelines that these employees are governed by, the majority of them have tried very hard to help me.
said by AguyPeriod :
You've also mentioned Expert Far too many times as I am sure they're quite adept at doing their Job but are far from an EXPERT in the field of ADSL technology witch they are supporting. Within the context of the "Sympatico-direct" forum? How would you know? Please elaborate. And my question to you at this point is, have you tried this service?
said by AguyPeriod :
As for the demeaning of BS employees, I honestly think it's more a case of "call it like you see it" or "their (BS employees) actions speak a million words" and we just can't help ourselves from posting the lack on actualy helpful/useful words of wisdom they actually provide.. Perhaps if BS TSR-1 group were maybe a little more knowledgeable/experienced with the product they support and how it works instead of taking a crash coarse on how to BS a customer they may be of more help.. That's just my 2 cents.. In some documented cases, yes, I agree with you that replies from tier 1 support have been less than adequate and in others... flat out wrong and dangerous (again I am talking from experience). Part of my problem with your above quoted comment though, has to do with the "generalization" angle of your (and others) approach. The other part has to do with "expectations". Do you seriously expect tier 1 support to solve most of the problems presented here? Should I blame the employees for this state of affairs? As I've mentioned before, I do not see this as an employee problem but rather the process supporting them which is failing us, the special cases. But then, we also have to take into consideration the infamous "ROI". See where I'm going with this.
As far as my (the consumer) expectations are concerned;
1) I would want to see in place a more flexible billing process and rates that actually reflect delivered bandwidth versus advertised rates for any given official package versus crediting a subscriber after the fact. That's just common sense and good business practice. But again, this has to do with a process (billing process) and the guidlines it imposes on the employees that have to adhere to it.
2) I would also like to see a "triage" mechanism that tier 1 support employees could use to elevate a special case without having to go through the dreaded scripted troubleshooting steps more than once. And again, this is a process issue.
But this is what needs to be fine-tuned IMHO.
It's these current processes that have failed me initially, and it's the employees that have gone the extra mile to correct this for me. It says a lot about the character of these employees and confirms to me, that their is hope for Sympatico notwithstanding it's size to fine tune these processes to be more consumer friendly.
said by AguyPeriod :
But yes the Direct forum is a wondrous way to keep problems at bay and out of the publics eye appose to actually keeping things public minues their personal/private information.. I agree that's an awesome crowd/damage control method! And this is exactly the type of "speculative" conclusion that is simply not based on facts, and is a personal one, yours. Let's agree to disagree on this one. And let me reiterate once more, a major benefit from the other side of this medal...
said by Wo1f :It also allows a very focused exchange without all the static normally generated in a public context. I would also not be surprised to see many more users of the "Symaptico-direct" forum publish their experiences as I have done. But that's a personal decision.
Best regards,
Wolf |
|
w3tw1lly
join:2007-09-19
Cambridge, ON
| reply to wowzeromfg
Well I had someone really nice phone me and he helped me with the problem and tried his best to help me (my profile was on interleave) and he took me off of it and it was really good on Bit Torrent last night but I tried Halo 3 today and it crashed in my first game, now it's at 1 meg and .6 meg upload... Line can't handle shit. I don't know why some stupid shit would try and sell me something that he probably well knew I wouldn't get and now my fucking bandwidth cap is 60 gb? |
|
travisc
join:2001-11-09
Port Perry, ON | reply to wowzeromfg
He sold it to you because that's modus operandi with the mothership these days. |
|
Deadpool
Go Sens Go
Premium,VIP
join:2001-03-29
Canada | reply to w3tw1lly
He sold it to you because the tool he used said that the service was available in your neighbourhood.
--
Sens up 1-0 vs Leafs...here we go again!  |
|
clandestin
join:2002-05-02
Montreal-Nord, QC
| reply to wowzeromfg
A quick question. I have Total max at 16Mb and all of sudden got changed to a 7Mb profile on Monday. I called them on Tuesday night, but no one on the line. Chatted with someone on Bell website and asked to call tomorrow.
I called them, they said they changed me because my line is having problem. I asked them why no one called me about this. She told me that try to fix the problem then put back the original speed. I found this explanation pure BS for my problem.
My stat on my line is very steady my SNR is 25 and the attenuation is 13-14, I have these number since day 1 with them (got my connection 3 weeks ago). My latest test on 9/27 was 16600 Kbps /916 Kbps.
The said that will check my line a tech is supposed to come this Friday afternoon to fix the line. The tech on the phone said that she test line and I'm not able to get 16Mb because I'm too far from the CO ??? I told her that I'm connected to a R-DSLAM, which is a 2 min walk from my place. She got confused and told me that a tech will come this Friday...
Called back and talked to a supervisor, maybe a colleague of the tech... Told me that they will escalate the problem and I will be called back by a senior tech. No one called, so I will wait for the tech tomorrow and depending of his answer I will cancel my account and moved it away to someone else. |
|
w3tw1lly
join:2007-09-19
Cambridge, ON | Man this is sucks. Still with 1 meg down and .6 up... Going to have to switch to rogers soon. Bell can't keep up with their speeds in my area. |
|
soldierdog
join:2007-08-28
| reply to Wo1f
said by Wo1f :I would also not be surprised to see many more users of the "Symaptico-direct" forum publish their experiences as I have done. But that's a personal decision. Best regards, Wolf Many of us have published the positive side, when in fact it happened. I was on of those people. However, correcting one mistake quickly doesn't in my books justify not posting when things are done incorrectly. Assuming some type of recency and halo effect from a single positive outcome simply is not representative of the real overall customer service and borderline if not outright fraudulent activities. |
|
newf7
join:2007-09-11
Brampton, ON
4 edits | reply to Deadpool
said by Deadpool :
He sold it to you because the tool he used said that the service was available in your neighbourhood.
Possibly. Since being connected, I've been told, by two BS employees, the system says my line's only "eligible for one meg", even though six has been stable for a few weeks and the eight I was on for a few hours seemed stable, so why would I have been sold seven? Never mind...it was a rhetorical question; I'm well aware that there's more than one tool at BS. |
|
Wo1f
join:2007-10-02
Montreal, QC
·Bell Sympatico
1 edit | reply to soldierdog
said by soldierdog :...snip However, correcting one mistake quickly doesn't in my books justify not posting when things are done incorrectly. ...snip I agree. But I would be genuinely surprised if that where the case when dealing with the "Sympatico-direct" forum --> here at DSLReports.
Best regards,
Wolf
Note: Edit to clarify that I was referring to the new "Sympatico-Direct" forum located here at DSLReports. |
|
Wo1f
join:2007-10-02
Montreal, QC
·Bell Sympatico
1 edit | reply to w3tw1lly
said by w3tw1lly :...snip Going to have to switch to rogers soon. Bell can't keep up with their speeds in my area. ...snip Is this the conclusion following your troubleshooting session with the "Sympatico-direct" service w3tw1lly? Are you willing to share the details with us if this is the case?
Best regards,
Wolf |
|
soldierdog
join:2007-08-28
| reply to Wo1f
said by Wo1f :said by soldierdog :...snip However, correcting one mistake quickly doesn't in my books justify not posting when things are done incorrectly. ...snip I agree. But I would be genuinely surprised if that where the case when dealing with "Sympatico-direct". Best regards, Wolf Well then you apparently either think several of us are full of shit or you can't read. Which is it? |
|
Wo1f
join:2007-10-02
Montreal, QC
·Bell Sympatico
| said by soldierdog :Well then you apparently either think several of us are full of shit or you can't read. Which is it? Neither (that I am aware of). But now that you mention it, I did have to pay close attention to this sentence, which I'm not sure I got right.
said by soldierdog :Assuming some type of recency and halo effect from a single positive outcome simply is not representative of the real overall customer service and borderline if not outright fraudulent activities. Can you clarify for me as "english" is not my native language. If you would also be so kind as to link me to some threads that would shed some light on the reason for your reply, I would be more than happy to read you (notwithstanding interpretation difficulties).
Best regards,
Wolf |
|
newf7
join:2007-09-11
Brampton, ON
1 edit | said by Wo1f :
Can you clarify for me as "english" is not my native language. If you would also be so kind as to link me to some threads that would shed some light on the reason for your reply, I would be more than happy to read you (notwithstanding interpretation difficulties).
Soldierdog can correct me if I'm mistaken but I believe what he's saying is that your positive experience with BS is "unusual"; not representative of the experience most are likely to have. |
|
