Since I get many complaints about Bell Canada’s ineptness in dealing with customers, I did a recent column (March 24) asking readers whether Bell’s service was improving. The floodgates opened with complaints. I also heard from long-time employees who don’t like how Bell is evolving and who learned this week their retirement benefits were to be cut back. A demoralized work force can’t deliver great results.
Some common themes emerged:
* Bell needs an ombudsman or a central point of contact for complaints.
* It’s very hard to speak to a supervisor or get the names of anyone in authority. When Bell gives out phone numbers and email addresses for complaints, these often don’t work.
* Many customers can’t communicate well with outsourced Indian call centres. The people at the other end of the line have strong accents and don’t understand Canadian conditions or climate (often telling customers to go out on the roof in winter to check a satellite dish connection). Their technical knowledge is shallow, so they keep you waiting on the line while seeking answers to questions.
* Some call centre staff staff are courteous and patient, while others have an attitude of arrogance, insensitivity to customers’ time constraints and often just plain rudeness. Bell trains employees to talk about how much they care for customers, but the caring often falls apart in the face of strict rules that can’t be broken and an inability to resolve longstanding problems.
Is Bell’s service worse than Rogers? Some readers think they’re the same: bureaucratic, prone to mistakes, inconsistent and quick to send accounts for collection. Both use voice recognition systems that people dislike.
But there are a few differences. Bell outsources many calls to India, while Rogers uses Canadian call centres.
Bell’s home phone business is regulated by the CRTC, while Rogers’ home phone business is not. So, there’s a mandatory $55 installation charges for Bell clients when they move, but not for Rogers clients.
Rogers is distrusted because of the negative option plan for cable TV channels it tried to impose back in the mid-1990s. But Rogers learned from that experience and tried harder.
Bell earned customers’ trust when it was a monopoly, but in the face of competition it’s aggressively cutting costs and lowering the quality of service. So people who still admire the company are shocked when they run into mediocre and insensitive treatment from employees.
The Canadian Bankers Association defends high service charges. But many readers don’t. They loved my columns about bank fees and credit card fees, but some had strong feelings about customers who don’t pay attention to fees or don’t do their best to minimize them. What do you think? Are banks taking advantage of us? Or are we being complacent?
After a Sunday series that focused on family fights about money, I got many comments and questions about writing a will. Here’s a letter from a reader about his dad’s will:
I have enjoyed reading your columns in the Star for years. As an accountant I think of myself as fairly financially savvy but I often learn new things through it.
In reading the Jan. 28 column, it strikes me that one situation that I have seen very little written about or discussed is the death of poor people. I guess this is particularly true because of my own involvement in such a situation.
My father passed away in September of 2003. He was 78 and lived alone on CPP, OAS and GIS. When he died, he lived in a cramped one-room apartment with less than $1,000 in his bank account and no other assets and just a small amount of credit card debt. I am one of seven surviving sons or daughters (two from a previous marriage that I have never met), and my mother predeceased him, so that made the seven of us his “next of kin”. He died with no will.
I found dealing with all the complications frustrating and complex. With no will, there is no executor, so it was hard to cancel things (phone, cable, credit cards, etc.). I did look into the Ontario Public Guardian’s office, but the paperwork and cost (more than his estate!) were simply way too involved to contemplate. And the thought of the complications I would have to go through in terms of searching for survivors also put me off.
In terms of his income taxes and estate return — again, legally, one must be the executor to complete — so in the end none of these forms were completed. (I have no idea what I will say to CRA if they ever come knocking about this.)
Luckily, my brother knew the bank manager at our Dad’s bank so we were able to close the account. Up to a year later I was still getting mail from places like Rogers about his account. I got tired of telling them he was dead, so I simply threw away the mail.