本文发表在 rolia.net 枫下论坛My cell phone with Bell Mobility was damaged. I did not blame any one but just wanted to get a new phone.
I called Bell, the service provider of my cell. A customer representative gathered the relevant information from me and Bell’s system and offered a so-called hardware upgrade that provides a $150 discount on any phone with a 2 year contract, or $200 for a 3 year contract. The offer was happily accepted. The customer representative also told me that she was going to put a note into the system, so that I can go to any Bell Mobility store to choose a phone and the store would honor the discount. She provided her name and employee number for reference.
Carrying all information and my note with the service rep, I went to a Bell store nearby and explained the situation and Bell’s offer over the phone. A sales rep of the store run through Bell system but could not find any note the first service rep promised. The sales rep told me that I can not have hardware upgrade until September 27th or in two years from the date of the original contract was signed. She asked me to call service rep to resolve the issue and so I did.
But the service rep insisted that I can not have hardware upgrade until September 27th. She said that the first service rep provided wrong information and sorry for the misleading info but she could not offer hardware upgrade. I told her that the previous service rep had promised and Bell should honor what ever she promised as a verbal contract. Bell had recorder on conversation between customers and service reps. It is not difficult to verify what have been promised, if Bell is willing to do so.
Bell could punish an employee if he or she had had any wrong doing but should never eat words promised to customers.
The conversation ended with an angry customer and a dent on Bell’s reputation.
Back to home, I think things over; tried to find a solution that both parties could accept. And I found one.
I could agree on a 2 year+ contract!
The only thing Bell cares about is when a contract starts or rather ends. I wish that I could buy a phone now with hardware upgrade price while still honoring a contract ended at September 27h, 2008 – two years from September 27th, 2006 when I would be eligible to have hardware upgrade. In such case, Bell should loss nothing while keeping a loyal customer.
Unfortunately, Bell is too big to be anything but bully its customers. When I called Bell Mobility again with the case I put forward, the service rep, who claimed be a senior rep, could not understand what I meant first and denied when he finally got my message. He agreed that my proposal was a reasonable one, but blamed that Bell’s system was not flexible enough to handle such a reasonable request.
It was even more ridicules when I asked what if I would cancel the contract now? He replied that I would have to pay penalty and monthly payment until it was finally cancelled. The total price tag for cancellation was about $500 and the so called final canceling date would, surprisingly, be September 17th, 10 days before I could eligibly have hardware upgrade!
The conclusion of this call was that I could neither have a phone (but have to pay monthly fee) nor cancel the contract until the magic date of September 17th, 2006.
I asked him could he see a contradiction here. He had no reply but insisted that it be Bell’s policy, he was not authorized to have any flexibility.
Finally I asked him, could you get your supervisor or manager, I would like to speak to some one who has the authority to make decision. He insisted he was a senior staff and refused to take any action. I said but you were not authorized to do anything, why you holding a token but do nothing. Finally he agreed to let some senior manager call me back and promised a call back would be made with in 48 business hours.
Another week had been past; I did not receive any call from Bell Mobility except a call for survey. The caller asked million of questions on how satisfied with the service call I made with Bell.
By giving a number 1 as extremely unsatisfied to 10 as very satisfied, she asked me a rating number regarding the last call I made to Bell. I said ZERO if I could choose that number. She kept asking me why I gave the rating.
Is it obvious when Bell put me in a paradox in order to squeeze more money from my pocket for the service I can not use?
This note is my answer to the surveyor and to Bell Mobility and all Bell Mobility customers.
God Bless Bell Mobility Customers! Make sure your cell phone never ever broken otherwise you will have to face the same situation as I have.更多精彩文章及讨论，请光临枫下论坛 rolia.net
I called Bell, the service provider of my cell. A customer representative gathered the relevant information from me and Bell’s system and offered a so-called hardware upgrade that provides a $150 discount on any phone with a 2 year contract, or $200 for a 3 year contract. The offer was happily accepted. The customer representative also told me that she was going to put a note into the system, so that I can go to any Bell Mobility store to choose a phone and the store would honor the discount. She provided her name and employee number for reference.
Carrying all information and my note with the service rep, I went to a Bell store nearby and explained the situation and Bell’s offer over the phone. A sales rep of the store run through Bell system but could not find any note the first service rep promised. The sales rep told me that I can not have hardware upgrade until September 27th or in two years from the date of the original contract was signed. She asked me to call service rep to resolve the issue and so I did.
But the service rep insisted that I can not have hardware upgrade until September 27th. She said that the first service rep provided wrong information and sorry for the misleading info but she could not offer hardware upgrade. I told her that the previous service rep had promised and Bell should honor what ever she promised as a verbal contract. Bell had recorder on conversation between customers and service reps. It is not difficult to verify what have been promised, if Bell is willing to do so.
Bell could punish an employee if he or she had had any wrong doing but should never eat words promised to customers.
The conversation ended with an angry customer and a dent on Bell’s reputation.
Back to home, I think things over; tried to find a solution that both parties could accept. And I found one.
I could agree on a 2 year+ contract!
The only thing Bell cares about is when a contract starts or rather ends. I wish that I could buy a phone now with hardware upgrade price while still honoring a contract ended at September 27h, 2008 – two years from September 27th, 2006 when I would be eligible to have hardware upgrade. In such case, Bell should loss nothing while keeping a loyal customer.
Unfortunately, Bell is too big to be anything but bully its customers. When I called Bell Mobility again with the case I put forward, the service rep, who claimed be a senior rep, could not understand what I meant first and denied when he finally got my message. He agreed that my proposal was a reasonable one, but blamed that Bell’s system was not flexible enough to handle such a reasonable request.
It was even more ridicules when I asked what if I would cancel the contract now? He replied that I would have to pay penalty and monthly payment until it was finally cancelled. The total price tag for cancellation was about $500 and the so called final canceling date would, surprisingly, be September 17th, 10 days before I could eligibly have hardware upgrade!
The conclusion of this call was that I could neither have a phone (but have to pay monthly fee) nor cancel the contract until the magic date of September 17th, 2006.
I asked him could he see a contradiction here. He had no reply but insisted that it be Bell’s policy, he was not authorized to have any flexibility.
Finally I asked him, could you get your supervisor or manager, I would like to speak to some one who has the authority to make decision. He insisted he was a senior staff and refused to take any action. I said but you were not authorized to do anything, why you holding a token but do nothing. Finally he agreed to let some senior manager call me back and promised a call back would be made with in 48 business hours.
Another week had been past; I did not receive any call from Bell Mobility except a call for survey. The caller asked million of questions on how satisfied with the service call I made with Bell.
By giving a number 1 as extremely unsatisfied to 10 as very satisfied, she asked me a rating number regarding the last call I made to Bell. I said ZERO if I could choose that number. She kept asking me why I gave the rating.
Is it obvious when Bell put me in a paradox in order to squeeze more money from my pocket for the service I can not use?
This note is my answer to the surveyor and to Bell Mobility and all Bell Mobility customers.
God Bless Bell Mobility Customers! Make sure your cell phone never ever broken otherwise you will have to face the same situation as I have.更多精彩文章及讨论，请光临枫下论坛 rolia.net