March 29 2007 by Ellen Roseman
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.