October 20 2007 by Ellen Roseman
If you read this blog, you know the most active area is Bell Blues. It keeps expanding with comments from disillusioned customers and employees.
Lately, I had my own Bell experience when my home phones stopped ringing. I called 310-BELL and yes, I ended up speaking to someone in India. (I asked where he was, just to be sure.) He said he’d send a technician to my house, but couldn’t give me a specific time. It could be any time from 9 a.m. to 5 p.m. the next day.
That’s wrong, I later found out from Bell. Customers can ask for, and get, a morning appointment or an afternoon appointment. There are three-hour windows for service. Bell even pulled my call to India to see what was said and promised that this CSR would get more coaching
Anyway, a couple of hours after my call, the technician was already at my house. No one was there, but he wanted to check the wires outside to look for the problem. After working all afternoon and into the evening, he fixed the wires and left us an invoice that said nothing. Absolutely no information. All he had written was a mysterious numerical code.
Since I subscribe to a bundle of Bell phone services that includes the wire care plan, I didn’t have to pay anything for the work (which would have cost $100 without it). But even if I didn’t pay, I still wanted to know what was done to my phones. Bell promised to do some coaching with the technician, too.
This week, I spoke to the Bell Pensioners Group , which had several hundred people at an annual meeting, keen to hear the latest news about pensions and privatization and taxable capital gains on BCE shares. I talked about investing, but couldn’t resist the opportunity to talk about Bell’s customer service.
Here’s a response from someone in the pensioners’ group, who sent me an email the following day.
Just a quick note to a busy lady to say thanks for taking the time to speak to the Bell pensioners on Thursday afternoon. These are the folks who made the company what it used to be and solved the customer issues usually in person. We all understand the issues now, and I, for one, am glad that I am no longer part of the “problem” in customer service.
Keep up the interesting column. You likely gained a few more readers as well.
Here’s the best line I heard that day. After the pension expert’s speech, someone went to the microphone and asked a question that made everyone laugh: “Is Emily going to be retired when the new management comes in?”
Just think of it! Getting a real person to answer when you call the phone company. What a radical concept.