I simply *cannot stand* Bell Canada I have had such a problem with them. Please read the letter which I sent to the President Of Bell Canada - of course its been two weeks and I have gotten no response - BEWARE OF BELL!
For over six years, we have been loyal customers to Bell Canada and Bell Mobility. During that time we have had nothing but grief with your company. The events over the last few days have made us leave your company permanently, but we feel you always have your hand out for more and more money, never providing service in return.
About Two ago we purchased a brand-new Kyocera 7135 Palmphone from the “Bell World” store in the Pen Centre, St. Catharines, Ontario. Several times that phone has been returned as defective, but all except recently have been repaired under the extended warranty we purchased. A few weeks ago the phone stopped working properly again and we sent the phone out for repair, in the meantime we got a loaner phone from you.
A few weeks later the store calls and states my phone is ready to be picked up. Upon arrival to the store, the clerk stated “it would not be economical for us to fix the phone” and handed it back to me unfixed, then asked me to sign papers to that effect. The store was told “we’re not signing anything” and we took the loaner phone and left the store. The clerk stated we would be charged for the loaner phone, to which we replied “whatever”.
Before we arrived at our vehicle, the loaner phone which we were supposed to be charged for, and was now technically “ours” was disconnected leaving us paying for now a third phone a two phone service contracts that we could no longer use.
Further investigation into the matter showed us that we now must continue paying almost $500.00 for a phone which is broken, $200.00 for a phone that we cannot use (the loaner phone), and $800 for a cell phone and plan which we most certainly do not want anymore (our one working phone and plan) plus pay per-month for a year for a service we cannot use. No one is interested in helping us. We are not interested in keeping the working phone and plan because if the phone breaks – we have been shown we will loose even more money, and gain much frustration.
Upon speaking with a manager at the phone center she said they are not interested in providing us with any resolve to the issue except we must keep paying for your unusable services. The manager was quite rude. The manager of the phone center also stated if we will be charged for the loaner phone, but they refused to activate the phone.
We attempted to contact Kyocera – the manufacturer of the cell phone and they stated the phone may have been damaged in such a way that is not covered under warranty. The extended warranty which may cover the repairs is responsibility of the phone company. The reason the phone was not repaired was listed as “water damage” the phone has not been exposed to water whatsoever. We were very careful with the phone.
The loaner phone was returned to the store the next day, but somehow the keypad was locked on the phone. The phone store refused to accept the phone back locked. As a result we contacted the phone’s manufacturer Audiovox who wrote us an e-mail back stating all phone centers have master unlock codes and there should never had been an issue with unlocking the phone.
Constantly having to pay and pay and getting no customer service, no help whatsoever by any of your staff has forced us to leave your company and go to a place where the staff cares about their customers. Our new phone company was appalled by our story of how you have treated your customers of six years, however they are more than happy to provide us with cellular phones which work, and a flexible contract to suit our needs.
Had we been offered a free lesser-model phone in exchange, free of cost, we would have – at that time, accepted it and continued to be customers of Bell. We would have even continued paying for the broken phone, and continued with our contract.
As a result of the poor customer service and lack of care – we are now forced to pay a years contract, and thousands of dollars for cell phones which is broken. This is the worst experience we have ever had.
In closing we would like to request you look into this matter, and perhaps help your staff become courteous and helpful to the customers you still have. We would like to request being let out of having to pay for two useless phones and service we cannot use, but so far have gotten nowhere.