In a Montreal Gazette article, Bell Canada said it was sorry for the spotty service doled out to customers in the last three years. But things are better now, said Patrick Pichette, Bell’s president of operations, in a speech to an audience of MBAs in Montreal.
Luckily, reporter Roberto Rocha didn’t let Bell hijack the story and mentioned this blog (hurray!) and its opposing view that Bell is making little progress in its attempts to deliver seamless and smooth service. Other websites were highlighted, such as Boycott Bell Canada by an anonymous blogger and Randy Charles Morin’s web journal, where he urges people to complain to the CRTC about Bell (not that it helps in most cases).
Rocha also quotes a telecom analyst, Kevin Restivo, who says other phone providers also share a level of mediocre customer support. And while service may be improving, he said, the companies must battle a public perception that they don’t care about clients.
Demetrius K., a frequent email correspondent, told me after reading the Montreal Gazette piece:
I wonder whether Bell’s aplogy is an invitation to rectify unresolved disputes. I would love to get my $100 back for the cellphone airtime they refused to reinstate. Had their call centre been open after 5 p.m., I would never have lost the airtime. Furthermore, their refusal to reinstate it the next morning left me with no alternative but to leave the service.
In any case, I doubt that their apologies will change anything. It was their attitude that was a major part of the problem — something they will never recognize.