jsmaster
join:2008-03-16
Montreal, QC
 ·Videotron
·Cogeco Cable
1 edit | Les pratiques douteuses de Bell Sympatico doubtful practices
Bell Canada on le sait, procède à tous pleins de pratiques douteuses au niveau de l'industrie des communications. Erreurs dans les factures, ventes illégales de produits de la part de son service à la clientèle ( Curieusement des clients se retrouvent avec des Services à valeur ajoutée après avoir parlé à certains agents ) Mensonges de la part des techniciens concernant la vitesse des clients.
J'ai été mis à la porte de chez Bell Canada pour avoir brisé le sceau de confidentialité entre l'entreprise et le monde extérieur pour avoir publié un document confidentiel.
Maintenant que je ne travaille plus pour eux, il est enfin le temps de déballer le sac et de dévoiler au grand jour les pratiques douteuses qui se passaient au travail.
Je ne nommerai pas de noms car on risque de m'accuser de diffamation. Chose que je trouverais extrêmement comique.
Alors voici les points qui risquent d'en faire friser plus d'un.
Notez que j'étais auparavant technicien pour le support technique niveau 1. Et que, comparé a la grande majorité, je ne pratiquais pas de ventes illégales, et que je donnais l'heure juste au client.
Voici les principales philosophies qui m'ont été données pour le travail. ( Je vais écrire (SUP) entre accolade pour dire que c'est une directive donnée par un superviseur, et que cela , apres plusieurs recherches, être pratique courante )
1- ( SUP ) Un client est trop loin de la centrale et a une synch rate de 288/96... Mais paye pour de la haute vitesse 5mbits depuis presque 2 ans ( l'ancien forfait ) On me répond : Si le client ne se plaint pas, ne lui dit pas qu'il paye trop cher. Laisse le comme ca il va bien s'en rendre compte un moment donné.
Ce que j'ai fait : J'ai dit a la cliente qu'elle payait trop cher. Elle m'a remercié et est passé au service à la clientele tout de suite apres. Non pas pour faire baisser son prix, mais pour annuler ses services. BRAVO madame !! J'aurais fait pareille moi aussi me faire voler de meme pendant prohe 2 ans. Imaginez les économies sur un forfait intermédiaire, mais imaginez beaucoup plus scrupuleusement tout le profit que Bell Sympatico a fait.
2- Ajouter des SVA par erreur. Des agents ajoutent des SVA par erreur ... Ok par erreur .. mais ... comment cela se fait-il que ce même agent qui a ajouté ce SVA ait entré sa vente dans ELEVATE pour recevoir sa commission ????
3- Les agents de sympatico ne peuvent pas effectuer de dépannages pour les clients des autres fournisseurs DSL concurrent. Oulala je la trouve drole celle la. Quand on entre le numéro de ses clients-là dans l'outil de vérification, on voit le signal et l'état de ligne. Je ne me suis jamais gené pour donner cette information aux clients. Les autres agents eux disent qu'ils ne peuvent rien faire. C'est juste vérifier l'état d'une ligne crisss !!!!
4- Pour passer la sécurité vous avez besoin dle du B1 et de l'adresse uniquement. On s'en fiche que ca soit pierre jean-jacques. On ne demande meme pas a qui est le compte.
5- Le dépanage technique. C'est une charte que même un enfant de 2 ans serait capable de faire suivre a un adulte. L'osti de modem flash ? Changez de prise Monsieur on va voir si ca fonctionne. Oupssss on fait le dépannage au complet.. Bell Canada a enlevé la carte de ligne au client. OUFFFF un bon 15 minutes de perdu.
6- Le client n'a jamais raison, il a toujours tort. Son internet ne fonctionne pas ? C'est surement de sa faute. SOn cablage doit être mal posé chez lui. Sa ligne est mauvaise ? Pas grave encore la c'et de la faute des cables du clients. DSL clignote ? La prise est surement devenue défectueuse subitement. Surement un de gros castors laids de Bell qui est venu lui en manger un bout.
7- Vendre au client a chaque appel. On a un revenu de 70 sous par appel a respecter. On est rendu des vendeurs maintenant. Plusieurs clients me l'avaient déja fait remarquer.
8- Le 2wire .. Le fameux 2wire. On dit amicalement sur le beau site de Bell que l'on peut partager imprimante, scanner, télécopieurs... Mais ... Ou est le support technique ? Nous avons comme consigne de ne pas donner de support au partages de périphériques. Nous devrions à la place leur vendre Soutien PC, qui leur coute 10 $ par mois mais qui supporte le partage. Encore une BELL facon de fourrer le clienr $$$$$$$$$
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IL Y AURA UNE SUITE BIENTOT |
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CigaR
Premium
join:2004-08-24
 ·Bell Sympatico
| Re: Les pratiques douteuses de Bell Sympatico
C'est vraiment décourageant et alarmant de constater le bas niveau en ce qui attrait le service à la clientèle chez Bell. Je suis présentement avec Bell, et j'envisage bientôt de m'en aller chez Teksavvy, qui eux offrent un service à la clientèle beaucoup plus personnalisé et amicale.
Tes propos ne viennent que confirmer nos doutes quant aux pratiques douteuses de Bell. C'est dommage, mais tant et aussi longtemps que Bell sera dans une position de monopole, je vois difficilement un changement à l'horizon. Le CRTC tarde à s'imposer, surtout en ce qui concerne le throttling imposé aux revendeurs des services ADSL.
Merci d'avoir partagé ces propos. Bell a besoin d'être exposée et être tenue responsable de ses actions. |
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BellACancer
@teksavvy.com
| reply to jsmaster
Tu as toute mon admiration d'avoir quitté Bell !
Sérieusement, avec tout ce que les gens dénoncent sur les forums, je ne comprends pas qu'il n'y ait pas une enquête sur cette compagnie.
Les faits que tu racontes sont troublants (au mieux) et dégueulasses.
Et là, Bell est tombé dans une nouvelle phase de tentative de contrôler tout le marché de la haute vitesse, ce qui pourra lui permettre de monter toujours davantage les prix et de réduire ce qui est offert. |
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qweloo
join:2007-10-04
h3p 2c4
·Bell Sympatico
| reply to jsmaster
Thanks for whistle blowing what we somehow knew was going on at Bell and unfortunately suffered : fraudulent business practices and a total disdain for their customers.
And the worse is that all of this is encouraged and approved by the management level. |
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jsmaster
join:2008-03-16
Montreal, QC
·Videotron
·Cogeco Cable
| reply to jsmaster
Les techniciens niveau 1 de chez bell ne servent absolument a rien. On était jamais au courant des choses a temps. Tout allait dans les poches des techniciens séniors qui eux ont leurs outils magiques pour débuguer le moindre petit bobo.
Ce qui est frustrant, c'est que la plupart des problemes peuvent être réglés en 5 minutes si on a des outils de tech séniors.
Aussi une chose pour la vitesse. On avait mystérieusement baissé mon profil 1782/384 ayoye pis je payais pour le 7megs. J'apelle je demande qu'on me passe un tech senior je lui explique la situation, tech senior apelle au niveau 3, comme par magie jai une vitesse de 3.5 megs.. mais encore la loin du 7 mega. On dit que je suis trop loin de la centrale, pourtant la centrale est a 700 metres de chez moi je suis capable de voir la centrale de par chez moi. On a mis ca sur la faute de mon cablage intérieur évidemment.
J'ai été crédité pour les problemes technique que jai eu , un beau 50$. quand jai annulé 2 semaines plus tard, l'agent de la cancelation m'a renversé mon crédit, il ma aussi promis que j'aurai pas de frais de résiliation sur mon contrat pour les problemes et la belle joie quand je recoit ma facture avec imagnez vous donc des baux frais de résiliations de 100 $. Ils joues avec mes nerfs d'autant que j'ai été leur pute de service pendant proche une année |
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jsmaster
join:2008-03-16
Montreal, QC
·Videotron
·Cogeco Cable
| reply to BellACancer
En fait, c'est pas la compagnie qui a été sous enquête mais moi-même après avoir publié un document ici sur dslreports concernant les nouveaux tarifs de Bell, et c'est a ce moment la que j'ai perdu mon travail. Ils ont des milliards de dollars en banque. C'est facile de mettre à la porte un petit technicien de bas niveau. Mais eux, ils ont des avocats, ils ont aussi le CRTC de leur coté car souvenez-vous, le CRTC a été créé a cause de Bell. Sans Bell, le CRTC n'a plus sa raison d'être c'est pour cela qu'ils sont frilleux a donner de vraies sanctions a Bell. |
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jsmaster
join:2008-03-16
Montreal, QC
·Videotron
·Cogeco Cable
| reply to jsmaster
Chapeau a Bell Par contre pour le service d'hébergement web qu'ils m'offrent. Le service d'hébergement est numéro 1. les gens qui te répondent sont cordials et le prix est tres bon pour tous les outils qu'ils me donnent. Au moins ya un département qui est pas mauvais |
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HiVolt
30
Premium
join:2000-12-28
Toronto, ON
clubs: | reply to jsmaster
Would you be able to post that in english as well for those of us that aren't bilingual?
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GOLF LEAFS GOLF! |
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warthunder2k
join:2002-04-20
canada | reply to jsmaster
Wow ca semble être une place horrible a travailler... Je déménage la semaine prochaine a mtl, fac je pense pas appliquer la. En plus j'imagine qu'ils payent un salaire de misere? |
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sbrook
Premium,Mod
join:2001-12-14
H0H 0H0
·Rogers Hi-Speed
Host:
Rogers
Bell Canada
| I have run this through babelfish.altavista.com ... It's a mechanical translation and I don't have the time to go through it and clean up the translations ... but it will give you the idea of the conversation...
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Doubtful practices of Bell Sympatico
Bell Canada one knows it, proceeds to all full with doubtful practices on the level of the industry of the communications. Errors in the invoices, illegal sales of products on behalf of its service with the customers (Curiously of the customers find themselves with Added value services after having spoken with certain agents) Lies on behalf of the technicians concerning the speed of the customers.
I was put at the door at Bell Canada to have broken the seal of confidentiality between the company and the external world to have published a confidential document.
Now that I do not work any more for them, it is finally time to unpack the bag and to reveal at the great day the doubtful practices which occurred to work.
I will not name names because one is likely to show me slandering. Thing which I would find extremely comic.
Then here the points which are likely to make some curl more one.
Note that I was before a technician for the technical support level 1. And that, compared the great majority has, I did not practise illegal sales, and that I gave the hour right to the customer.
Here principal philosophies which were given to me for work (I will write (SUP) between accodance for saying that it is a directive given by a supervisor, and that that, after several research, practical being current)
1 (SUP) a customer too is far from the power station and has a synch misses by 288/96... But pay for high speed 5mbits for almost 2 years (the old fixed price) One has answered me: If the customer does not complain, only he does not say to him pays too expensive. Leave as Ca it well will realize it a given moment.
What I did: I said has the customer that it paid too expensive. It thanked me and passed to the service to the customers immediately after. Not cause a drop in its price, but to cancel its services. CHEER Madam!! I would have made similar me also make me fly of same during prohe 2 years. Imagine the economies on an intermediate fixed price, but much more scrupulously imagine all the profit than Bell Sympatico made.
2 To add SVA by error. Agents add SVA by error... Is Ok by error. but... how that made that this same agent which added this SVA entered its sale ELEVATE to receive its commission????
the 3 agents of sympatico cannot carry out breakdown services for the customers of other competitor suppliers DSL. Oulala I find it drole that. When one enters the number of his customers the tool for checking, one sees the signal and the state of line. I never gené myself to give this information to the customers. The other agents them say that they can nothing make. It is right to check the state of a line crisss!!!!
4 to pass safety you need dle B1 and the address only. One card-indexes oneself some that Ca either Jean-Jacques stone. One does not ask for same step has which is the account.
5 the technical dépanage. It is a charter which even a 2 year old child would be able to make follow has an adult. The osti of modem flash? Change catch Mister one will see whether Ca functions. Oupssss one makes the breakdown service with the complete one. Bell Canada removed the chart of line to the customer. OUFFFF a good 15 minutes of lost.
6 the customer is right never, it is always wrong. Doesn't its Internet function? It is surely of its fault. Its wiring must be badly posed at his place. Is its line bad? Not still engraves the EC and of the fault of the cables of the customers. Does DSL flicker? The catch surely became defective suddenly. Surely one of large ugly beavers of Bell which came to eat an end of it to him.
7 Vendre to the customer has each call. There is an income of 70 pennies per call has to respect. One is returned salesmen now. Several customers to me it had déja pointed out.
8 the 2wire.. The famous 2wire. One says in a friendly way on the beautiful site of Bell which one can divide printing, scanner, telecopiers... But... Or is the technical support? We have like consigns not to give a support to the divisions of peripherals. Us should with the place sell Soutien PC to them, which them coute 10 $ per month but which supports the division. Still a BELL way of lining the clienr
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THERE WILL BE A CONTINUATION SOON
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CigaR
Go Habs Go
Premium
join:2004-08-24
Montreal, QC
·Bell Sympatico
It is really discouraging and alarming to note the low level in what attracted the service with the customers at Bell. I am at present with Bell, and I plan soon me to go from there to Teksavvy, which them offer a service to the customers much more personalized and friendly.
Your remarks come only to confirm our doubts as for the doubtful practices of Bell. It is a pity, but so much and also a long time than Bell will be in a position of monopoly, I see a change at the horizon with difficulty. The CRTC is long in being essential, especially with regard to the throttling imposed to the retailers of services ADSL.
Thank you to have shared these remarks. Bell needs to be exposed and to be held responsible for its actions.
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BellACancer
@teksavvy.com
reply to bell_tech
You have all my admiration to have left Bell!
Seriously, with all that people denounce on the forums, I do not understand that there is not an investigation into this company.
The facts that you tell are disconcerting (at best) and disgusting persons.
And there, Bell fell into a new phase from attempt to control all the market the high speed, which will be able to enable him to assemble the prices always more and to reduce what is offered.
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qweloo
join:2007-10-04
h3p 2c4
·Bell Sympatico
reply to bell_tech
Thanks for whistle blowing what we somehow knew was going one At Bell and unfortunately suffered: businesses practices and fraudulent has total disdain for to their customers.
And the worse is that all of this is encouraged and approved by the management level.
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bell_tech
join:2008-03-16
Three-Rivers, QC
·Cogeco Cable
reply to bell_tech
The technicians level 1 from bell are not useful absolutely has anything. One was never with the current of the things has time. All went in the pockets of the technicians séniors who them have their magic tools for débuguer the least small pain.
What is frustrating, it is that the majority of the problems can be regulated in 5 minutes if there are tools of tech séniors.
Also a thing for speed. One had mysteriously lowered my profile 1782/384 ayoye worse I paid for the 7megs. I apelle I request that one passes a tech senior to me I explain the situation to him, tech senior apelle from level 3, as by magic jai a speed of 3.5 megs.. but still far from the 7 mega. One however says that I am too far from the power station, the power station is has 700 meters of at home I am able to see the power station from at home. One put Ca on the fault of my interior wiring obviously.
I was credited for the problems technique that jai have, beautiful 50$. when jai cancelled 2 weeks later, the agent of the cancelation reversed me my credit, it my as promised as I will not have expenses of cancellation on my contract for the problems and the beautiful joy when I recoit my invoice with thus fresh beams of cancellations of 100 $. They cheeks with my nerves the more so as I imagnez was their whore of service during close relation one year
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bell_tech
join:2008-03-16
Three-Rivers, QC
·Cogeco Cable
reply to BellACancer
In fact, it is not the company which was under investigation but myself after having published a document here on dslreports concerning the new tariffs of Bell, and it is at this time it which I lost my work. They have billion dollars in bank. It is easy to put at the door a small technician of low level. But they, they have lawyers, they have also the CRTC of their with dimensions bus remember, the CRTC was created because of Bell. Without Bell, the CRTC does not have any more its raison d'être it is for that that they are frilleux A to give true sanctions has Bell.
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bell_tech
join:2008-03-16
Three-Rivers, QC
·Cogeco Cable
reply to bell_tech
Hat On the other hand has Bell for the service of lodging Web that they offer to me. The service of lodging is number 1. people who answer you are cordials and the price is very good for all the tools that they give me. At least ya a department which is not bad |
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curiousGeorge
@videotron.ca | reply to jsmaster
How did Bell know it was you who posted it? |
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jsmaster
join:2008-03-16
Montreal, QC
·Videotron
·Cogeco Cable
| I putted mthe document in the word format, but I have made a mistake : When you save a document, there is a digital signature with the author and the owner of office and the companies when we check in the properties. So it was in that way they could find it was me |
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jsmaster
join:2008-03-16
Montreal, QC | reply to jsmaster
I will salf-translate the text soon. Sorry about you english people =) i WILL NOT FORGET YOU ^^ |
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Raptor
Not a Dumptruck
join:2001-10-21
London, ON | "Surely one of large ugly beavers of Bell which came to eat an end of it to him....."
haha...damn beavers into the wiring again...the lax translation makes it better. |
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sbrook
Premium,Mod
join:2001-12-14
H0H 0H0 | Sorry about that translation folks ... I wanted to provide something quickly ... but babelfish definitely has a hard time with idioms which can make the results kind of strange! |
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En Enfer
This account has been compromised
join:2003-07-25
Montreal, QC
·VIF Internet
| reply to jsmaster
Et que dire du service de réparation de Bell (611) !
Passer de pathético à un autre fournisseur ne se fait pas si facilement. À la date du changement, certains clients ont eu la surprise de ne plus avoir de tonalité, rien. Ils arrachent tout simplement tes câbles à la centrale téléphonique, et, oh, regarde, c'est l'heure du lunch...
Le 611 propose alors d'envoyer un technicien chez vous, mais il y a 90% des chances que le problème soit le cablage intérieur. T'as beau leur expliquer que t'es passé d'un ISP à un autre, que le problème est à la centrale, ils vont rien comprendre, il n'y a que pathético qui existe! Voulez-vous vous inscrire au plan d'entretien de cablage intérieur à 8$/mois pour 2 ans pour vous éviter de payer des frais de visite de 70$? T'sé, à 90% des chances qu'ils te facturent... ARGH! Envoyez-le votre crisse de tech, y va perdre son temps et le mien!!!
Horreur de l'hypocrisie? Flushez Bell.
Pour ceux qui veulent aller avec AEI, c'est encore pire! Le technicien senior est un vietnamien qui a travaillé chez Pathético. Il a apporté les philosophies de soutien de pathético et les a appliqués chez AEI, en pire. Résultat: Les clients sont des imbéciles, les techs ont pas accès à l'outil pour vérifier l'état de la ligne, et ils ont 15 minutes MAXIMUM pour débugger un problème (les frais d'interurbain coûtent cher!). Et seul le tech senior peut ouvrir un billet chez Bell Wholesale.
Ton compte est en retard? On va t'appeler toutes les 2 heures! T'as des problèmes financiers et tu veux un arrangement? D'la marde! On te coupe. Vraiment pas amical.
En contraste, Vidéotron est beaucoup plus à l'écoute des besoins des clients. Le STC peut proposer des valeurs ajoutées (site de sécurité, plan d'entretien, etc.) pour accomoder le client, mais ne sont pas payé à la commission, donc aucune vente n'est requise. Les préposés du STC niveau 1 ont accès à plusieurs outils, des tonnes de colonnes de chiffres, l'historique des statistiques des modems et des illico, les statistiques sur les voisins, ils peuvent contacter leur niveau 2 s'ils détectent une panne à grande échelle, et ils peuvent consulter l'état des pannes... le client doit essayer quelques manipulations et vérifications, et tout ça doit être fait dans le but d'éviter d'envoyer un tech pour rien.
Chez bell, c'est l'$$$ des clients qui compte, mais pas les clients. 
--
"I unofficially declare Beaver Hunting Season is on!" (© DR_JAYMAHDI) |
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dbsanfte
join:2005-03-15
Montreal, QC
·Colbanet
| reply to jsmaster
(Here's my best go at it...)
Bell Canada, as we know, follows very deceptive/doubtful practices in its telecommunications business. Billing errors, illegal product sales on the part of its customer service people (curiously, some clients find themselves with Extra Value Services added after speaking to certain agents). Lies on the part of technicians concerning client's line speeds.
I was shown the door at Bell for having broken the NDA by having published a confidential document.
Now that I'm not working for them anymore, it's finally time to throw throw back the curtain and expose to daylight the deceptive practices which take place on the job.
I will not name names because I'd risk being accused of defamation. Something I would find extremely comical.
So, here are the facts that would make one cringe.
Note that I was previously a level 1 support tech. And that, compared to the grand majority, I didn't practice illegal sales, and I gave a fair shake to the client.
Here are the principal philosophies which were the rules of the day at work. (I will write (SUP) for those which were directives given to me by a supervisor, and which were, after some research of my own, shown to be common practice)
1- ( SUP ) A client is too far from the CO and has a sync rate of just 288/96... but has been paying for 5Meg High Speed for nearly two years (the old package). The supervisor told me: If the client doesn't complain, don't tell them they're paying too much. Leave it like that if they don't notice for themselves.
Well, here's what I did: I told the client she was paying too much. She thanked me and headed over to customer service right afterwards...not to ask for a price reduction, but to cancel all her services. BRAVO madame!! I would have done the same having been robbed for nearly two years. Imagine the savings on an intermediate package, but even more, imagine just how much profit Sympatico made on her.
2- To add Extra value packages by mistake. Some agents add them by mistake, sure...but...how can it be that the agent makes sure to put the sale on ELEVATE to make sure they get commission for it?
3- Sympatico agents can't make maintenance checks for clients of DSL wholesalers. Oh yeah, I find that very funny. When we enter the number of their clients in the verification utility, we see the sync rate and line stats. It was never a bother for me to give this info to clients. The other agents tell them they can't do/see anything. It's just to verify the line stats for crying out loud!
4- To bypass security you need the B1 username and address only. We put in that it belongs to John Doe. We're not asked who the account belongs to. (Translator's note: I assume this refers to adding unsolicited Extra value services by agents scamming for commission)
5- Tech support. It's a chart that a child of two years of age would be capable of walking an adult through. The bloody flash modem? Power cycle it sir, we'll see if it works afterwards. Oooops... we have to do a maintenance ticket...Bell Canada removed the customer's line card. OOPS, there went a good 15 minutes.
6- The client is never right, always wrong. Their internet isn't working? It's surely their fault. Their cabling must be hooked up wrong on their end. Their line is bad? No prob, after all, it's the client's cabling's fault. DSL modem on the fritz? Surely the line just suddenly became defective. Must be that one of the big fat Bell beavers has come and eaten their cabling.
7- To sell to the client on every call. We have a revenu of 70 cents per call to respect. We've been reduced to salesmen, as many clients have already remarked to me.
8- The 2wire... the famous 2wire. We say pleasantly on the pretty Bell website that one can share printers, scanners, faxes...but...where is the tech support for this? We've been told not to give tech support to peripherals. We had to, in place of that, sell Soutien PC to them, which costs them $10 a month but supports sharing. Again another reason for BELL to fleece the client of their $$$$$$....
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More to come soon... |
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Deadpool
Go Sens Go
Premium,VIP
join:2001-03-29
Canada
·Bell Sympatico
| reply to jsmaster
Not to start a smear campaign or anything and no offence to the OP, but I always find it hard to believe a disgruntled ex-employee (from any company), especially after they were fired (especially for breaking a code of conduct by leaking internal information on a public website). |
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sbrook
Premium,Mod
join:2001-12-14
H0H 0H0 | Let's please leave such comments out of this discussion. |
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jsmaster
join:2008-03-16
Montreal, QC
·Videotron
·Cogeco Cable
1 edit | reply to Deadpool
Lol I was searching another job far BEFORE I was fired. I didnt enven know that Bell Investigated on me. The only way I knew that, it is when I was convocated at the human ressources and the guy of Bell Security was there with a missive. I'm very happy to be out of there so I can explains the bad work.
I don't write that because I'm unhappy to have lost my job. Sincerely I don't give a shit about and it was only a matter of time before I quit myself.
If Bell was only my paying cheque, OK maybe you could be right but it is not the case.
Now I'm free to tell everything I know. Now I want to protect customers being rubbed. Thats it thats all =) |
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