Carriers

Twitter Messages from Bell.  Do they really know what they are talking about?  So far no one has called me to figure out the issue but do you think they will actually call a client or make me call and wait on hold and waste a ton of my time trying to figure this out?

The thing is I would be ok if the plans are changing as I could then use my own decision whether to stay with Bell or check rates with other carriers.  I was not given this choice.  Isn't that odd?  Do you tell your clients when you are raising rates or do you just do it?

2013

I noticed my bill is now $21.60 more than the last 4 years so I tweeted Bell Mobility Support

ME: @Bell_Support why is my bill after all these years, $30 more for RIM bundle?

BELL Support:  Hi there, it seems as though tethering was detected. Did you tether or use your BB as a modem? Let me know. Thanks

ME:  I NEVER Tether as I know you will charge me. Can you please reverse?

BELL Support: the extra charges are not due to tethering, but rather the end of a promotion which gave you an extra 50%.

You benefited from this extra promotion since 02/09. The extra 50% isn't part of the corporate plan you are on

(Me wondering, you didn't check this before you commented that it was from tethering?)

BELL Support: Hi Darci, Not sure why you were given an extra 50% off in 2009. This is not part of the corporate plan. 500MB not BES

ME: Pls call me and I can tell you because it was a huge screw up on Bells part 2009.How can you change a bill w/o contacting me?
9:44am

Hi Darci, I noticed your data use is less than 200MB/month. You could switch to 500 MB for $25.00/month. Let me know!  

 

ME: Have you looked at my plan, saw the initial notes and again, can you have someone call me. I am on a BES, always have been!This includes BES service? and again, why would BELL change this suddenly after years and not contact me?Why would I not be notified that a plan I have been on for 4 years is changing?

 

2009

In Feb and March I talked to numerous BELL employees to sort out this mess as my first bill was not the total of $57.00 with voice but  $117.00.   They finally escalated it and put me on a Corporate plan which equalled the amount I was told by the Sales manager. 

________________________________________

From: Darci LaRocque [darci@swirlsolutions.com]

Sent: Wednesday, February 11, 2009 3:29 PM

To: WEL 552 - Vancouver Sales Manager

Subject: RE: Storm / Bell Deal

 

Whatever you did has now made my BES account not work.  This was how I found out the 30 dollar plan is BIS only as I spent hours trying to figure out and it wouldn't activate.  It worked when she put it on the 45 plan and now, while I am trying to do business on the road I no longer have access to email.  This is very frustrating Brittany.  Bell says one thing, Wireless etc...says another and regardless I am a bit hooped.  My rogers account is cancelled and the 61 dollar plan you offer won't work and I need mobile access.

Please fix this ASAP!

________________________________________________

Email from Sales Manager as I was sure that BlackBerry Enterprise Server devices wouldn't be on that plan.  

From: WEL 552 - Vancouver Sales Manager [mailto:L552@wirelessetc.ca]

Sent: February-11-09 12:44 PM

To: Darci LaRocque

Subject: RE: Storm / Bell Deal

Hi Darcy,

I don't know why they would tell you that there is no $30 BES plan.  I have communicated our problem with my Bell Account Representative and he has taken care of your plan for you.  He added the correct $30 BES plan for you, as some one at customer service put you on a $45 plan.  All you need to do is get in touch with your BES IT person so that they can give you the password to log on to the server.

Thanks,

Sales Manager

 

 

Important changes to text message rates. As of Aug 1, 2011, pay-per-use text message rates will increase. This includes sent and received messages (including those sent to the US) by $0.05 to $0.20/msg. Text messages received from mobile apps will be $0.20/msg or will come out of your text bundle. Text messages sent to International numbers increase by $0.10 to $0.35/msg. Visit bell.ca/changes.

I really debated writing about this but anyone who knows me, I am always up front and customer service needs to change.  Let me tell you about my story with Bell Mobility. I purchased a $600 9700 Bold as I initially had a Bold from Rogers and whenever I had problems the Bell standard line is "We don't support other carriers phones", though they are happy to port the number over.  So I decided to concede and Future shop had a better deal than Bell, so I bought a Bell branded Bold 9700.   Feb 23/2010.  Love that model by the way!    About 3 weeks in, the battery wouldn't hold a charge and I go to Future shop where they tell me it is a Bell issue.  At the store I call Bell and they say it is a Future shop issue.  hmmmmm....The kind lady says you know what, here is a battery.  Whew.....  She said the warranty ends next week, only 30 days.  So as luck would have it, I hadn't used the memory card yet and on day 32, yes 2 days out of warranty, I find that it won't recognize ANY memory card.     I call Bell and guess what?  I call Future shop and guess what?   Let the finger pointing begin.   Bell also says why didn't you buy an extended warranty, only $7 a month, and we would happily swap it.  Well, because I wasn't asked or told about this through Future shop.   So I spend several hours on the phone and give up and every once and awhile for the next few weeks I attempt the process all over again.  Same result.  So last week I HAVE to get this resolved and I spent, are you ready?  Approximately 8 hours on the phone over two days, Bell says call Future shop, Future shop ( usually doesn't answer their phone but when they do  they say...) says call Bell. Tell me what  a consumer does?  Can I bill them for all the time it has taken me to resolve this?   Do you report it to the Better Business Bureau?  Do huge companies have the right to do this? Finally I talk someone at Bell to pleeeeeeeeaaaaaaaaaaaase help me.   They finally say ok, ok, but we are doing you a favour as Future shop should be handling this.  Thank you, thank you for honouring a device that you have made arrangements with Future shop to sell.  Here is the ticket number they say and go to one of our repair stores and they will send it out for you.    Lucky me I feel.  Oh but wait not done yet,  we don't loan out another berry to you without charging you 240 dollars on your cc, which you will get back when the phone comes back, wait for it........5-8 weeks later.    Seriously I say?  I could be without a phone for 2 months?   If I choose to not buy/rent your loaner, can you stop my payment until I get my device back?  No we can't do that!  You pay, even though you won't have a device.   Hmmmm Interesting theory.    So what can you do?   I say ok, fine, thanks for helping me out.     My honey gets home and I am near tears having spend 4 hours this day on the phone.  He says, let me call customer loyalty.   He spends 2 hours on the phone and gets them to ship a loaner for free.  Well, that is a nice thing to do for sure.  So thanks Bell, that was and is great, though shouldn't that just be a normal process?    We are told to wait for the phone and then take both in for them to swap the info. So today I go to the store, all equipped with everything and what does the guy say?  Oh I know you know......Go to Future Shop.  OMG, I almost lost it but kept my cool and eventually, though not happy about it, he said he would do me a favour and send it out.  He also said he doesn't know who told me 5-8 weeks....Well, every person I talked too!    He thinks it might be 2-4. So I don't know what the moral of this story is but be very careful about who supports what when you purchase any phone and get EVERYTHING in writing. I will update you later as to what happens when I get my gorgeous 9700 Bold back!