andsoitgoes
Nov 2nd, 2009, 08:24 PM
I'll try to make this simple. You'd think after explaining this multiple times to Bell reps, I'd have it down pat. But I'm just beside myself with disgust.
If the Bell TV service didn't offer the easiest option and I did not have to also provide TV service for my in-laws who live with us, I'd drop them in a heartbeat. But I've already flipped around service providers and really don't want to have to do it again. I LIKE how Bell operates, but I swear, this is digusting me.
Simply put, I got an HDPVR in July of 08, because I got myself a nice fancy HDTV. I'm in BC, to put this into location perspective.
Guy came, installed the receiver and left. This was the first change of receivers and I wasn't sure of the process, I did not know they were supposed to send a box, so I awaited contact.
Life happened and I had a few family emergencies to deal with (my mother who got sick and lives in the US ended up passing away later that year as well) so I wasn't horribly quick at following up with them, but I did.
I requested a box. They sent me one, it was the wrong size. I figured that I could just call them, get them to ship me another box.
This went on for MONTHS. My mother passed away in December and I was gone back home to settle her estate so all of these things delayed me.
MULTIPLE times, however, I called to try and get the correct box. I had a 5200 series receiver and they were sending me 9200 boxes, the foam pieces wouldn't fit. Every time they said they'd send me out a new box. I offered to hand deliver it to a Bell store, but no, that wasn't okay.
I was warned by reps that if the receiver was damaged, it would be my responsibility, so I wanted to have them send me the right box. Each time they said that once the reciever was returned, they'd credit me back until July/August of 08.
I finally, in Feb/March, talked to a rep who would finally promise me that if there was any dmg to the receiver, it would not be on me as they could not send the right box. I immediately sent it back.
Months past, and I tried getting credits. The generated reference numbers each time, saying that it would be applied in 1 - 2 billing cycles. I'd call back again, they'd say there was an issue and they'd do it again.
They charged me for 12 months on this receiver at $20. The amount owing was $240, obviously, and they were able to put through $60 in credit. So they still owe me $180, which was confirmed by the rep when I called in August.
I got my ebill today and saw that my bill had not changed. I was confused, as it was over 2 billing cycles after.
I called, and was disconnected TWICE within an hour when I was speaking to the reps. TWICE.
I finally called back and got a rep on the phone that stayed with me. She told me that she'd take care of it, that the $180 credit would be applied, then no, it would be $160. Here's my ticket code.
I decided that I didn't want to wait this through again and I needed to speak to a supervisor.
He got on the line (I was pushing about 2.5 hours on the phone with them at this point) and told me that he reviewed the account and would only put through $60 in credits. Nothing more.
Well before this, my patience had run out. I was not nice on the phone. I had no intention of being nice at this point.
I told him that it was not good enough and to pass me through to higher management, which was done. I spoke to a manager who basically told me that:
* I did not deserve the credit.
Why?
* well, I had the box in my posession and they could not rent it out to other people.
But I tried to send it back?
* We sent you the boxes.
They were the wrong boxes.
* Well you had the receiver, we couldn't rent it out.
In the end, she offered no more than a $60 credit, which still leaves me out of pocket between $100 and $120.
I advised her that it was not acceptable and to please forward this on to higher management.
I was told to expect a call within 24 - 48 business hours.
She called my past dealings with reps as me being "Very passionate" about the issue, which I take as "He got really, really, REALLY angry when we told him we screwed up"
I don't know where to go or what to do. I spent almost 4 hours on the phone today and I'm just... I really don't know. $120 is a lot of money and on top of that is the principle of the entire situation.
She even brough up the receiver and programming discounts they offered me, basically implying that I was getting such a good deal in programming, that I did not deserve further credits, either.
But I don't know what to do. Do I copy this in a letter to Bell's head office? To their CEO?
I can't leave Bell, I don't want to put my inlaws through yet another switch and I'm just... UGH!!
HELP! Advice??
Nick
If the Bell TV service didn't offer the easiest option and I did not have to also provide TV service for my in-laws who live with us, I'd drop them in a heartbeat. But I've already flipped around service providers and really don't want to have to do it again. I LIKE how Bell operates, but I swear, this is digusting me.
Simply put, I got an HDPVR in July of 08, because I got myself a nice fancy HDTV. I'm in BC, to put this into location perspective.
Guy came, installed the receiver and left. This was the first change of receivers and I wasn't sure of the process, I did not know they were supposed to send a box, so I awaited contact.
Life happened and I had a few family emergencies to deal with (my mother who got sick and lives in the US ended up passing away later that year as well) so I wasn't horribly quick at following up with them, but I did.
I requested a box. They sent me one, it was the wrong size. I figured that I could just call them, get them to ship me another box.
This went on for MONTHS. My mother passed away in December and I was gone back home to settle her estate so all of these things delayed me.
MULTIPLE times, however, I called to try and get the correct box. I had a 5200 series receiver and they were sending me 9200 boxes, the foam pieces wouldn't fit. Every time they said they'd send me out a new box. I offered to hand deliver it to a Bell store, but no, that wasn't okay.
I was warned by reps that if the receiver was damaged, it would be my responsibility, so I wanted to have them send me the right box. Each time they said that once the reciever was returned, they'd credit me back until July/August of 08.
I finally, in Feb/March, talked to a rep who would finally promise me that if there was any dmg to the receiver, it would not be on me as they could not send the right box. I immediately sent it back.
Months past, and I tried getting credits. The generated reference numbers each time, saying that it would be applied in 1 - 2 billing cycles. I'd call back again, they'd say there was an issue and they'd do it again.
They charged me for 12 months on this receiver at $20. The amount owing was $240, obviously, and they were able to put through $60 in credit. So they still owe me $180, which was confirmed by the rep when I called in August.
I got my ebill today and saw that my bill had not changed. I was confused, as it was over 2 billing cycles after.
I called, and was disconnected TWICE within an hour when I was speaking to the reps. TWICE.
I finally called back and got a rep on the phone that stayed with me. She told me that she'd take care of it, that the $180 credit would be applied, then no, it would be $160. Here's my ticket code.
I decided that I didn't want to wait this through again and I needed to speak to a supervisor.
He got on the line (I was pushing about 2.5 hours on the phone with them at this point) and told me that he reviewed the account and would only put through $60 in credits. Nothing more.
Well before this, my patience had run out. I was not nice on the phone. I had no intention of being nice at this point.
I told him that it was not good enough and to pass me through to higher management, which was done. I spoke to a manager who basically told me that:
* I did not deserve the credit.
Why?
* well, I had the box in my posession and they could not rent it out to other people.
But I tried to send it back?
* We sent you the boxes.
They were the wrong boxes.
* Well you had the receiver, we couldn't rent it out.
In the end, she offered no more than a $60 credit, which still leaves me out of pocket between $100 and $120.
I advised her that it was not acceptable and to please forward this on to higher management.
I was told to expect a call within 24 - 48 business hours.
She called my past dealings with reps as me being "Very passionate" about the issue, which I take as "He got really, really, REALLY angry when we told him we screwed up"
I don't know where to go or what to do. I spent almost 4 hours on the phone today and I'm just... I really don't know. $120 is a lot of money and on top of that is the principle of the entire situation.
She even brough up the receiver and programming discounts they offered me, basically implying that I was getting such a good deal in programming, that I did not deserve further credits, either.
But I don't know what to do. Do I copy this in a letter to Bell's head office? To their CEO?
I can't leave Bell, I don't want to put my inlaws through yet another switch and I'm just... UGH!!
HELP! Advice??
Nick