Bell Mobility ComplaintsJul 7th, 2005
1000, de la GauchetiŤre West, suite 3700
Canada, H3B 4Y7
CC: William D. Anderson, Mark R. Bruneau, Peter Daniel, Lťo W. Houle, Lawson A.W. Hunter, Stephen G. Wetmore, Pierre J. Blouin, Isabelle Courville, Kevin W. Crull, Ron Close, Terry Mosey, Robert Odendaal, Patrick Pichette
Subject: An extremely disappointed Bell Mobility Customer __________________________________________________ ___________
First I would like to thank you for taking the time to read my letter. This is my last resort. After numerous phone calls to your Customer Service call centre I have no other option but to plead my case to Bellís President and CEO and his executive team.
I was originally a Telus Mobility Customer and when my contract was ending I decided sign up with Bell. It turns out I was a much more satisfied customer with Telus.
I will provide a summary of the issues Iíve encountered since becoming a Bell Mobility Client:
∑ Billing: The first bill I received was 7 months after my contract began.
o I realize that Bell had some issues with their billing system last year but after those issues were resolved I still was not receiving my monthly statements.
o I called the Customer Service call centre on numerous occasions after repeating my address numerous times I was told that there must be an issue with my mail as Bell had the right address and was sending my statements.
o After a few more months and still no monthly statements I called once again. I was again told that there must be an issue with my mail even though I was receiving mail from other institutions.
o Finally after over 7 phone calls to the Customer Service call centre a representative named Tom finally double checked the address and confirmed that it had actually been entered incorrectly in the billing system.
∑ Phone Problems: The Kyocera Slider I purchased (for over $200) continues to cause me problems.
o Even after charging my phone for 8 hours the phone will turn off due to no battery even after making only one phone call.
o The buttons on my phone do not work. It is extremely frustrating when trying to dial certain buttons on my phone and being unable to.
o My phone will turn off without warning and yesterday my phone turned itself off and would not turn back on.
o I realize that these are all issues with the manufacturer but I expect my cell phone provider to only sell phones that are of the best quality. I donít expect manufacturer related issues to be so difficult to resolve.
∑ Level of Service: Bell customer representatives have provided me with unacceptable service.
o As noted above an error was made by an agent in the Bell Call Centre regarding my address and it took over 7 phone calls from me to get this corrected.
o When I originally phoned to report the issues I was experiencing with my phone (about 5 months into my Bell Contract) I was told that I could send the phone in to the manufacturer and pay a $25 replacement phone fee. After questioning the reason behind charging a client to temporarily replace a phone that is still under warranty I was told that no one in the company could do anything about that. A supervisor eventually agreed to waive the fee once I threatened to terminate my contract with Bell.
o Today after my phone completely stopped working I called the Bell Customer Service call centre and asked if I should just wait another 2 weeks to reach my one year requirement and get the free replacement phone offered by Bell. This service has been mentioned numerous times while talking to Bell Representatives. I was informed that this policy had changed and now the replacement phone was only offered after 18 months. Although I received no warning about this change I was told that Bell reserves the right to change this policy even though representatives I talked to in February and March had encouraged me to wait for the replacement phone offer. Apparently this policy has changed since last December. I have since learnt that this policy has once again changed to 24 months.
o I was also informed today that although a supervisor had originally waived my replacement fee charge that this was no longer going to be honored. I spoke to Jessica (phone code JCO) and her supervisor Monique (phone code MIQ). Monique informed me that she could cancel any offers another agent or supervisor had granted me and that I would now have to pay the $25 fee. I had to talk to a Manager to get this fee waived.
o After summarizing all my experiences with Bell I informed Supervisor Monique that I was interested in terminating my contract with Bell. Bell Mobility have certainly not upheld the level of service I expect. Monique informed me that I could cancel my contract for a charge of $199 and made no attempt to keep me as a Bell customer. She informed me that she would not do anything to ease my situation and that it didnít affect her at all whether I was a Bell Customer or not.
As you can see my experiences thus far as a Bell Mobility Customer have been far below satisfactory. I was forced to take action as Iím extremely frustrated as a customer and feel that unless my experiences improve I will be forced to take my case to the Better Business Bureau. Nothing is being done to retrain my confidence in Bell Mobility as a Cell Phone Provider or as an Organization. On the Bell corporate website the first Strategy mentioned is to ďDeliver an enhanced customer experience with the objective of enabling a significantly lower cost structure at Bell Canada.Ē My issues with billing, phone quality, and especially the level of service certainly donít make me feel like a valued customer or as though I have had any enhanced customer experiences.
The cell phone provider industry is filled with competitive options and as a customer with so many options I do not understand why Bell does not do everything in its power to ensure that customerís receive a great experience. This ensures that they continue to be Bell customerís upon completion of their contract and by word of mouth inform their friends of Bellís exceptional service.
I was not surprised to discover that of the 25 Bell Customers that work in my office all 25 of them have had horrible experiences and plan to sign on with a different provider as soon as their contract terminates. Obviously it will not come as a surprise that I also plan to look for another provider as soon as my contract terminates. Any relative, colleague, or friend of mine that is also looking will be informed of my extremely disappointing experience at Bell. You might know this but most people ask their colleagues and friends how they are enjoying their cell phone service before joining with a service provider. I will not be recommending Bell Mobility to anyone unless my experience changes dramatically.
Iím sorry for the length of this letter but I wanted to give you a complete picture of my experience at Bell after only 11 months into my contract. I realize as the CEO of Bell you do not have control of small day to day operations, like ensuring customer satisfaction, but I have been left with no other option. I estimate that I have spent well over 10 hours on hold or talking to a Bell Customer Service representative.
As mentioned above I have yet to receive a satisfactory customer experience through your Customer Service call centre. Although promised numerous times, I have never received a call from anyone to help me with my issues. I hope that you can look into this matter and let me know if there is anything that can be done to change my Bell experience.
Thank you very much for your time. I look forward to hearing from a Bell Representative.