Who to complain to at Bell to actually accomplish something? (PLEASE READ)

[wamrage]

Long story short:

Had bell cell phone on 3 year plan with 1 year warranty.

1 year into my contract they changed my rates (Bs if you ask me on a contract). I sucked it up and stayed with them.

My phone stopped charging after about 10 1/2 months of use. Took it in to get a new one or get it fixed. I was told it would take 4-6 weeks to fix and that I had to come back with my warranty (despite them having my info in the computer). I came back and they sent the phone in for repair and I wanted a loaner phone, they said I had to pay the deposit for the loaner by credit card, no debit no cash. Had to return with a credit card later in the week.

Came back to the store and they had no loaner phones left, the guy told me I could drive and check other bell stores and i asked him to call them first and he called one and then said he couldn't keep calling stores for me to see if they had stock.

I got put on a waiting list (had no cell or home phone, GF had to be called when they had one come in). Got a loaner phone probably 4 weeks laters....(yeah 4 weeks without a phone)....

At 6 weeks I called about the status of my phone and they said it was sent back from Samsung with a 90$ charge to fix....I said I refused to pay because it was under warranty and finally they sent in back to samsung. I'd call about every 2 weeks (this started in July 2006 roughly) and eventually they said they lost my phone (with my address book and all my pictures) and they said they'd try to locate it.

Now we are into DECEMBER, ALMOST 6 months after I sent it in. They said they found it and it was originally misplaced because Samsung sent it back since the CSR at Bell sent the phone in WITHOUT the warranty slip I drove home to get.

An Aside - they started charging me for the loaner phone use after the 6 week waiting period for the repair on the phone and I had to argue to NOT pay to use a loaner phone (when they didn't fix my phone in time).

Finally they gave me back my original phone and I took it home in December. About a week went by before I switched back to it because I was concerned with other problems (best friend was just diagnosed with cancer), and the week later I got around to the phone it did not charge still (the original problem). The store manager told me I was wrong and it was my fault for not using it the first day I got it back. I went to return the loaner phone and talk to her about it and then suddenly I find out the reason it wouldn't charge was because they shipped me the wrong charger for the phone I had.

Anyway, they used the proper charger (which still did not work) so I told her I just wanted a new phone after all the hassle. She said if I waited 3 months I'd be qualified for a phone upgrade program and that I would get 50$ off the purchase of a new phone. I said after all the BS I should get a free phone considering the original was under warranty when sent in for repair.

Eventually I called customer service and just cancelled my 3 year contract because of all the problems, but I still feel this MAJOR ERROR needs to be sent in to someone of authority at bell. I would've done it sooner but school/work/concerns about my best friend have slowed me from taking care of this.


Any suggestions?


Thanks

[Hellfire]

Well after you speak to the rep on the phone and their manager that manager can escalate the issue up to someone of higher authority based in the head office and you issue usually gets resolved then.

[wamrage]

Tried all that....I was wondering if anyone had the name and email of someone WAYYYYY up at the top.

I.e. My uncle had a problem with Rogers and he didn't get it solved until he sent a letter addressed to Ted Rogers.

[Cas77]

Your first mistake is thinking Bell World is Bell...Bell World is franchised to anyone and the only link is the products they sell. They are a for profit company that does not give 2 shits about the service/problems/warranty from Bell Mobility.

Hence why they charge you for the loaner after Bell has covered the free 6 month period. Hence why they push the phone upgrade on you....etc..etc..

If you have issues with Bell deal with Bell...don't go into Bell World thinking because you can talk to a live person your problems will somehow disappear...it will only aggravate things.

[wamrage]

Your first mistake is thinking Bell World is Bell...Bell World is franchised to anyone and the only link is the products they sell. They are a for profit company that does not give 2 shits about the service/problems/warranty from Bell Mobility.

Hence why they charge you for the loaner after Bell has covered the free 6 month period. Hence why they push the phone upgrade on you....etc..etc..

If you have issues with Bell deal with Bell...don't go into Bell World thinking because you can talk to a live person your problems will somehow disappear...it will only aggravate things.

I think you misunderstood (or my story wasn't clear enough). Bell Canada (not the Bell world store) ended up sending me a loaner by purolator. Then THEY (Bell Canada) tried to charge me for the loaner phone. They are also the ones who tried to get me to upgrade on the phone, not Bell world.

I'm also pissed at Bell world though because they lost my phone for so long and never ended up getting it fixed. I know Bell World Stores and Bell Mobility are separate, but the bottom line is they both screwed up and ended up causing me to cancel my contract. Chances are I won't get anything free at this point, but It'd be nice to know that my long complaint is going to someone who will drop the hammer on those who failed miserably at customer service.

[alkaseltzer01]

Sadly, they have a group called the "executive customer service". You need to get to that group to get anywhere and it's not much further at that. Managers at Bell are worthless. Nobody is authorized to do anything.

[wamrage]

Sadly, they have a group called the "executive customer service". You need to get to that group to get anywhere and it's not much further at that. Managers at Bell are worthless. Nobody is authorized to do anything.

Thanks....at least now I have a route to go to get an address to mail my letter to Exec. customer Service.

[Toronto]

Eventually I called customer service and just cancelled my 3 year contract because of all the problems, but I still feel this MAJOR ERROR needs to be sent in to someone of authority at bell.

Be happy that you got out of the deal with the devil and go with a different carrier. Not telus though.

[wamrage]

Be happy that you got out of the deal with the devil and go with a different carrier. Not telus though.

I bet they cost me over 200$ in gas for trips to the Bell store.

[brendonp]

Eventually I called customer service and just cancelled my 3 year contract because of all the problems, but I still feel this MAJOR ERROR needs to be sent in to someone of authority at bell. I would've done it sooner but school/work/concerns about my best friend have slowed me from taking care of this.

I had an experience where I wound up cancelling my Bell phones as well after several major hassles; in the end several "managers" I spoke with said they couldn't care less what my problem was since I would no longer be a client. Certainly not helpful for your particular situation, but I simply relate my story to anyone who I speak with that is considering getting a cell phone with Bell. I'm sure I've cost them several dozen customers over the last year - satisfaction enough for me!

Best of luck!

[wamrage]

I had an experience where I wound up cancelling my Bell phones as well after several major hassles; in the end several "managers" I spoke with said they couldn't care less what my problem was since I would no longer be a client. Certainly not helpful for your particular situation, but I simply relate my story to anyone who I speak with that is considering getting a cell phone with Bell. I'm sure I've cost them several dozen customers over the last year - satisfaction enough for me!

Best of luck!

I'd be satisfied.

[mlc2000]

I bet they cost me over 200$ in gas for trips to the Bell store.

What do you drive? A tractor trailer?

Did they tell you to drive to the store all the time?

Please, man.

You got out of the bad contract.
Be happy with that.

[ItemFinder]

Um, it's really your own fault for signing up with this carrier, given it's very colourful history in dealing with customers. Doing a simple search on the internet will reveal many of the problems that Bell presents, both in terms of technology and billing.

Just kidding. But seriously, Bell is awful. Make sure you run far, far away. The teachers pension fund just bought a sinking ship. Who's stupid enough to give money to Bell, let alone 11 digits?

[wamrage]

What do you drive? A tractor trailer?

Did they tell you to drive to the store all the time?

Please, man.

You got out of the bad contract.
Be happy with that.

They did tell me to come all the time to get my phone etc...you have no idea.

And my contract was great, it was a BMO Corporate plan where I paid about 22$/Month all in....now I pay about 40$ with Rogers.

I loved my contract I was just sick of the BS considering I had a warranty on the phone for 1 year that they didn't honor.

Everyone acts like im a big whiner but if I have a 1 year service warranty on the phone, I'd expect it fixed it under 6 months.

[wamrage]

Um, it's really your own fault for signing up with this carrier, given it's very colourful history in dealing with customers. Doing a simple search on the internet will reveal many of the problems that Bell presents, both in terms of technology and billing.

Just kidding. But seriously, Bell is awful. Make sure you run far, far away. The teachers pension fund just bought a sinking ship. Who's stupid enough to give money to Bell, let alone 11 digits?

lol, I wasn't happy after reading that first paragraph....everyone is so high and mighty telling me it's my fault....the girl at the store had the audacity to tell me I was making it up that the phone wouldn't charge and then she found out the gave me the wrong charger when I brought it back.

[Bytown]

lol, I was about ready to kill you after reading that first paragraph....everyone is so high and mighty telling me it's my fault....the girl at the store had the audacity to tell me I was making it up that the phone wouldn't charge and then she found out the gave me the wrong charger when I brought it back.

You may want to edit the i was about to kill you.

[wamrage]

You may want to edit the i was about to kill you.

My mistake, i should re-read the rules. It was meant as an obvious sarcastic remark, but I enjoy this forum so I edited.

[GVRtrader]

You canceled your contract so you're no longer a customer. Talking to them will not give you anywhere because they will just ignore it. If you want to get back at them, spread the word using a media outlet. Contact a newspaper or a news broadcast station about this. If your story is true, i'm sure this will draw some interest.

If thats too much work, you should know that if you send an Email to anyone at Bell, they will just ignore it. They don't care about people who are not customer that will never be their customer (again).

[HammerTime]

You could try to e-mail a letter to Ellen Roseman of the Toronto Star, and she may be able to get it to the appropriate person at Bell. She did it for me a few years ago.

Her e-mail is eroseman@thestar.ca.

You can see what she says about Bell at http://www.ellenroseman.com/?p=8.

I believe this is the address for Bell Mobility:

Executive Office
Customer Relations Advisor
5099 Creekbank Road East Tower
Mississuga, Ontario
L4W 5N2

[Corinthein]

Another reason I left Bell and would Never EVER return under any circumstances. I wasted months of my life dealing with under qualified useless CSR's and BS service, never again

[wamrage]

You canceled your contract so you're no longer a customer. Talking to them will not give you anywhere because they will just ignore it. If you want to get back at them, spread the word using a media outlet. Contact a newspaper or a news broadcast station about this. If your story is true, i'm sure this will draw some interest.

If thats too much work, you should know that if you send an Email to anyone at Bell, they will just ignore it. They don't care about people who are not customer that will never be their customer (again).

Thanks, I'll type a more concise version of the story and send it in to the paper/news

[Bytown]

Thanks, I'll type a more concise version of the story and send it in to the paper/news

Don't expect it to get printed as your no longer a customer.

[wamrage]

Don't expect it to get printed as your no longer a customer.

I'll send it in anyway.