nossifer
join:2008-11-12
| Update: Agent lied and switched me without permission
BACKGROUND:
As many of you read in my previous post (similar name), a rep at Bell Sympatico changed my grandfathered plan without my permission. My attempts to get it reversed back to my original plan was done on IM, and I pasted the chat for all to see. After that posting, Deadpool attempted to help the situation and return me to my original plan.
The problem? My grandfathered plan had unlimited bandwidth, and the current is capped at 60g/month. So far, Bell will not return me despite the fact that the change was done without my permission.
Update:
I have now been told by 2 customer service reps on IM, and by Deadpool, and by another person who called at the request of Deadpool, that there is NO way to return me to my previous unlimited plan.
The best that they offer is a discount on their 7g service for 1 year, and that they will reverse overage charges for 6 instances should I go over the limit.
I argued that while specific reps cant return me, someone must be able to as this is all 'electronic' and therefore is changeable. No luck on that argument as they flatly say they are unable to return me.
Next Steps:
It seems crappy that there are so few options when I was not in the wrong. I will send a letter to the CEO as I threatened earlier. I will also follow up with the other recommendations made within this channel.
Thanks to Deadpool
While Deadpool was not able to get the plan put back, his promptness, professionalism, and understanding did help to contain the situation. Kudos and best of luck to you with your future endeavours. |
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head shaker
@videotron.ca | oh well, at least they tried and gave it their best shot. Can't fault them for that. They tried.
Yes, follow through with your "next steps". This isn't right. |
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DjEclipse
join:2007-11-20
Niagara Falls, ON
 ·TekSavvy Solutions..
| reply to nossifer
That's complete BS, if they can't put you back on your old profile how about 1 year free internet?
No one is accountable any more, they can do what ever they want? Were you under a contract at the time? If so I'm sure legal action can be taken as they broke the contract.
At the very least I would go to the media, papers and especially TV. you have the transcript I would bet the media would be all over this.
God luck. |
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sbrook
Premium,Mod
join:2001-12-14
H0H 0H0 | reply to nossifer
If it were me, I'd be asking them for credit forever on any overages ... in writing. They know that it's not going to cost them much based on your historical usage. |
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clandestin
join:2002-05-02
Montreal-Nord, QC | reply to nossifer
A simpler method: ditch Bell for another ISP. |
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DjEclipse
join:2007-11-20
Niagara Falls, ON
·TekSavvy Solutions..
| reply to sbrook
said by sbrook  :If it were me, I'd be asking them for credit forever on any overages ... in writing. They know that it's not going to cost them much based on your historical usage. That sounds much better. While they may not technically be able toput you back on the unlimited profile, they can credit you for all overages for ever. that would be the same as the unlimited plan. |
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DjEclipse
join:2007-11-20
Niagara Falls, ON
·TekSavvy Solutions..
| reply to clandestin
said by clandestin :A simpler method: ditch Bell for another ISP. cheers to that. |
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nanook
Premium,MVM
join:2007-12-02
·Bell Sympatico
·TekSavvy Solutions..
| said by DjEclipse :said by clandestin :A simpler method: ditch Bell for another ISP. cheers to that. Make sure you also send an e-mail to Crull's crew to tell them why you switched. |
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sbrook
Premium,Mod
join:2001-12-14
H0H 0H0 | Watch them try to hit him then with an ETF and a cancellation fee. |
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DjEclipse
join:2007-11-20
Niagara Falls, ON
·TekSavvy Solutions..
| said by sbrook :Watch them try to hit him then with an ETF and a cancellation fee. $1000 that he does. |
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Deadpool
Go Sens Go
Premium,VIP
join:2001-03-29
Canada
·Bell Sympatico
1 edit | reply to DjEclipse
said by DjEclipse :said by sbrook :If it were me, I'd be asking them for credit forever on any overages ... in writing. They know that it's not going to cost them much based on your historical usage. That sounds much better. While they may not technically be able toput you back on the unlimited profile, they can credit you for all overages for ever. that would be the same as the unlimited plan. I actually did offer that alternative, however it would require him to let me know everytime he went over so that I could arrange for the charges to be reversed.
The problem with that type of manual process, and nossifer was correct when he pointed this out to me already, there should be no expectation from his part that he should have to chase this down on a (potentially) monthly basis, nor is there any guarantee that I will always be available in these forums or even a Bell employee anytime in the near future.
--
Disclaimer: If I express an opinion, it is my own opinion, not that of Bell or its related companies. |
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sbrook
Premium,Mod
join:2001-12-14
H0H 0H0 | How about after the 6 freebies, give him the 30GB insurance for free forever. That shouldn't require a manual process. |
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Deadpool
Go Sens Go
Premium,VIP
join:2001-03-29
Canada
·Bell Sympatico
| said by sbrook :How about after the 6 freebies, give him the 30GB insurance for free forever. That shouldn't require a manual process. The bandwidth insurance doesn't exist anymore.
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Disclaimer: If I express an opinion, it is my own opinion, not that of Bell or its related companies. |
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sbrook
Premium,Mod
join:2001-12-14
H0H 0H0 | reply to nossifer
I do agree with him though, that which has been created must be able to be recreated and heaven and earth should be moved to get it one way or another. |
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Deadpool
Go Sens Go
Premium,VIP
join:2001-03-29
Canada
·Bell Sympatico
| said by sbrook :I do agree with him though, that which has been created must be able to be recreated and heaven and earth should be moved to get it one way or another. I'm trying. 
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Disclaimer: If I express an opinion, it is my own opinion, not that of Bell or its related companies. |
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DjEclipse
join:2007-11-20
Niagara Falls, ON
·TekSavvy Solutions..
4 edits | reply to Deadpool
said by Deadpool :said by DjEclipse :said by sbrook :If it were me, I'd be asking them for credit forever on any overages ... in writing. They know that it's not going to cost them much based on your historical usage. That sounds much better. While they may not technically be able toput you back on the unlimited profile, they can credit you for all overages for ever. that would be the same as the unlimited plan. I actually did offer that alternative, however it would require him to let me know everytime he went over so that I could arrange for the charges to be reversed. The problem with that type of manual process, and nossifer was correct when he pointed this out to me already, there should be no expectation from his part that he should have to chase this down on a (potentially) monthly basis, nor is there any guarantee that I will always be available in these forums or even a Bell employee anytime in the near future. That is correct, he shouldn't have to waste any of his time to get what he should already have.
So the big question is what is being done for him now? Is it just a big F U from bell to one of their loyal customers? It sounds like Bell is saying, ya, we made a mistake but you have to pay for our mistake.
That is what it seems like. I don't see Bell doing anything to rectify this situation, Bell should be bending over backwards, begging for forgiveness for treating a customer like that. It seems quite the opposite.
EDIT: How about since it was a CSR that made this mistake, have a CSR manually look at his account each month and credit him for any extra fees that he accumulated as a result of the unethical move by Bell. Be proactive for once.
If Bell were to do this I would believe that they were really trying to change for the positive. If things stand the way they are, leaving this guy screwed I dare you to stand behind your previous comments that bell has been making changes to improve customer service. |
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sbrook
Premium,Mod
join:2001-12-14
H0H 0H0
 ·Rogers Hi-Speed
Host:
Rogers
Bell Canada
| reply to nossifer
Let's face it ... the "we can't move him back to unlimited" is nothing more than a "We have no incentive to move him back".
It was a database change of some sort that removed the "unlimited" option. It's surely nothing more than a database change to ADD the unlimited option ... the billing system that permits users not to be charged is still in place, so set his flag back to "ignore overages".
What's the problem? From what I know of Bell's organisation, it probably takes a meeting of 12 different managers from 6 different departments and 3 stakeholders and 6 techs and 10 programmers to set a timescale to set it right and then 2 weeks to do it, and then when it's done, the people who did it get some kind of recognition. Total cost to change 1 entry ... probably something like $10,000!
That's why things never happen in a hurry anyway! |
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Deadpool
Go Sens Go
Premium,VIP
join:2001-03-29
Canada
·Bell Sympatico
| reply to DjEclipse
said by DjEclipse :That is correct, he shouldn't have to waste any of his time to get what he should already have. So the big question is what is being done for him now? Is it just a big F U from bell to one of their loyal customers? It sounds like Bell is saying, ya, we made a mistake but you have to pay for our mistake. That is what it seems like. I don't see Bell doing anything to rectify this situation, Bell should be bending over backwards, begging for forgiveness for treating a customer like that. It seems quite the opposite. EDIT: How about since it was a CSR that made this mistake, have a CSR manually look at his account each month and credit him for any extra fees that he accumulated as a result of the unethical move by Bell. Be proactive for once. If Bell were to do this I would believe that they were really trying to change for the positive. If things stand the way they are, leaving this guy screwed I dare you to stand behind your previous comments that bell has been making changes to improve customer service. Two things:
First, we can't have that agent do that for the same reasons I can't do it: For all I know, that agent may not have a job next week. Then what?
Second, just because there are examples of terrible customer service doesn't mean that there aren't also examples of excellent customer service or that improvements aren't happening.
So yes, I would still stand behind that things are improving, however there are still some bad apples in the bunch. Also, it will never be 100% (nothing is, in fact).
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Disclaimer: If I express an opinion, it is my own opinion, not that of Bell or its related companies. |
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