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Author Topic: Bell ExpressVu customer complaints?
Cougyr
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posted 08 July 2004 07:09 PM      Profile for Cougyr     Send New Private Message      Edit/Delete Post  Reply With Quote 
Does anybody know what e-mail address will get through to Bell ExpressVu customer complaints? Their web site is impossible. Their customer service doesn't exist, as far as I can tell. Calling 1-888-skydish is a maze of voice-mail that eventually goes nowhere. Does anybody know an e-mail address that will go into people that can actually do something? Or, a phone number where a human being answers?
From: over the mountain | Registered: Nov 2002  |  IP: Logged
Anchoress
rabble-rouser
Babbler # 4650

posted 08 July 2004 07:13 PM      Profile for Anchoress     Send New Private Message      Edit/Delete Post  Reply With Quote 
What's your problem?
From: Vancouver babblers' meetup July 9 @ Cafe Deux Soleil! | Registered: Nov 2003  |  IP: Logged
Anchoress
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posted 08 July 2004 07:19 PM      Profile for Anchoress     Send New Private Message      Edit/Delete Post  Reply With Quote 
Cougyr, I'm on the line with them right now.

I used the automated system, logging in as if I were a new customer, then when it came to the questions: press 1 if you are a current customer, press 2 if you are a new customer and want to get information on hookup', I pressed 0 and got through to an agent.


From: Vancouver babblers' meetup July 9 @ Cafe Deux Soleil! | Registered: Nov 2003  |  IP: Logged
Michelle
Moderator
Babbler # 560

posted 08 July 2004 07:20 PM      Profile for Michelle   Author's Homepage     Send New Private Message      Edit/Delete Post  Reply With Quote 
I was thinking about switching to Bell Sympatico for my internet, but that is the exact reason why I won't do it. I remember years ago that any time I tried to get through to customer service it was almost impossible. A maze of voicemail for 10 minutes that finally leads to a busy signal a hang-up, or being put on hold for 45 minutes (on a good day).

Bell customer service sucks. No way I would use any service from them except telephone, and that's only because they're the only game in town for local service if I'm not mistaken.


From: I've got a fever, and the only prescription is more cowbell. | Registered: May 2001  |  IP: Logged
Stephen Gordon
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posted 08 July 2004 07:24 PM      Profile for Stephen Gordon        Edit/Delete Post  Reply With Quote 
Grr. That's what I use, and I had the nerve to try to hook up a new computer to my existing account. After FOUR FRICKIN' HOURS on the telephone, it STILL doesn't work.

So I'm still using the old computer.

Then the other day, I got a message from them asking my opinions based on my call. I wasn't happy, and I told them so.

Not that it'll change anything.


From: . | Registered: Oct 2003  |  IP: Logged
Anchoress
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posted 08 July 2004 07:24 PM      Profile for Anchoress     Send New Private Message      Edit/Delete Post  Reply With Quote 
Cougyr, Colin is on the line with me right now and if you give me your number he can call you.
From: Vancouver babblers' meetup July 9 @ Cafe Deux Soleil! | Registered: Nov 2003  |  IP: Logged
Cougyr
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posted 08 July 2004 07:27 PM      Profile for Cougyr     Send New Private Message      Edit/Delete Post  Reply With Quote 
quote:
Originally posted by Anchoress:
What's your problem?

I'm moving and need a new dish. I finally got through to someone who is going to forward my request to the right department because Customer Service doesn't do that anymore. (As near as I can tell, Customer Service doesn't do customer service any more, either.) Now, I want an e-mail address where I can send a complaint.

You would think that they would have plain old e-mail addresses on their web site, but they have these rediculous forms to fill out, which just generate bigger forms to fill out, asking for information I don't have.


From: over the mountain | Registered: Nov 2002  |  IP: Logged
Cougyr
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Babbler # 3336

posted 08 July 2004 07:30 PM      Profile for Cougyr     Send New Private Message      Edit/Delete Post  Reply With Quote 
quote:
Originally posted by Anchoress:
I used the automated system, logging in as if I were a new customer, then when it came to the questions: press 1 if you are a current customer, press 2 if you are a new customer and want to get information on hookup', I pressed 0 and got through to an agent.

When I tried that, it told me that I had made an "incorrect response."


From: over the mountain | Registered: Nov 2002  |  IP: Logged
Anchoress
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posted 08 July 2004 07:31 PM      Profile for Anchoress     Send New Private Message      Edit/Delete Post  Reply With Quote 
I asked Colin and he said they don't have anything besides what's on the website. The feedback form doesn't seem too difficult to navigate; did you try using it to submit your comments?
From: Vancouver babblers' meetup July 9 @ Cafe Deux Soleil! | Registered: Nov 2003  |  IP: Logged
Anchoress
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posted 08 July 2004 07:32 PM      Profile for Anchoress     Send New Private Message      Edit/Delete Post  Reply With Quote 
quote:
Originally posted by Cougyr:

When I tried that, it told me that I had made an "incorrect response."


You don't do it until after you've typed in your phone number as a 'new customer'. When I did that at the beginning it did the same for me, but after I went to the next menu, where it already had my phone no., it took my 0 with no problem.


From: Vancouver babblers' meetup July 9 @ Cafe Deux Soleil! | Registered: Nov 2003  |  IP: Logged
radiorahim
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posted 08 July 2004 11:27 PM      Profile for radiorahim     Send New Private Message      Edit/Delete Post  Reply With Quote 
quote:
Grr. That's what I use, and I had the nerve to try to hook up a new computer to my existing account. After FOUR FRICKIN' HOURS on the telephone, it STILL doesn't work.

So I'm still using the old computer.


Don't know about the Bell Expressvu problem, but as for Sympatico...what's the problem? Perhaps one of us can help you! There are a few geeks here on babble

Been using Sympatico high speed for years relatively trouble free...have a home network attached to it.

Unless there's a problem with the telephone line or some kind of hardware problem, Sympatico is relatively easy to setup.

Although when you do have this kind of problem that is where Bell is a royal pain in the ass...I was setting up Bellnet's commercial DSL service in an office setting a couple of years ago and there were telephone line problems. That's where you do get into Bell's "voice mail hell"...and you have to push your way past the "first tier" tech support who really don't know anything other than what's in the manual.

You know..."yes I'm a computer geek and I know what I'm doing. No I will not reinstall my network card drivers...my network card works perfectly well and talks to my network. Yes my network cable is plugged in."


From: a Micro$oft-free computer | Registered: Jun 2002  |  IP: Logged
Anchoress
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posted 08 July 2004 11:51 PM      Profile for Anchoress     Send New Private Message      Edit/Delete Post  Reply With Quote 
I don't have cable TV, so I don't know anything abuot ExpressVU, but I have Telus DSL for my internet and the service has always been impeccable.

I never have to wait for an operator for tech support, and it hasn't been down once since I signed up a year ago.


From: Vancouver babblers' meetup July 9 @ Cafe Deux Soleil! | Registered: Nov 2003  |  IP: Logged
HeywoodFloyd
token right-wing mascot
Babbler # 4226

posted 09 July 2004 12:04 AM      Profile for HeywoodFloyd     Send New Private Message      Edit/Delete Post  Reply With Quote 
My experiences with Telus are awful. Here is my story that Greg Michetti published in the Sun group of papers:
quote:
Hi Greg;

Earlier this year, I bought my first house. It was brand new and in a new development. I contacted Telus and scheduled a move two months in advance of the possession date. No problem, they said. I didn't give it any more thought.

Possession Date: We start to move stuff into the house. Knowing that service changes can take a little time, I leave the phone in my old place for a day and hook up another one in the new place.

Possession date +1: I pick up the phone in the new place. No service. No biggie really and I have bigger fish to fry.

Possession date +2: I pick up the phone in the new place. No service.

Possession date +3, +4, +5: I pick up the phone in the new place. No service.

Possession date +7: I contacted Telus to find out what was happening. After three tries, I get to a person who tells me that there is no record of my move. I give her the order number. Still no record. She tells me that it won't be hooked up for another 20 days as someone has to come to my house to check the line. This is the line that a Telus subcontractor installed and certified when the house was built and the same line that has a big Telus sticker on it.

Possession date +27: The phone goes live. Yaaay.

Final cell phone bill: $300+.

Possession date +90: Sprint offers service in my area. I switch.

Here is a second story, from the same guy.

I was running a nomination campaign this year in Calgary for a candidate in a national political party. We set up a storefront office and ordered Internet and phone service from Telus. Campaigns are normally rather short events so the services have to be up and running ASAP. I ordered the service one month in advance of the office opening. I had an order number, a work order number, and an install date.

The install date comes and no one shows up. A week goes by with a promise every day of someone arriving and nothing happens. Finally, I get a cell phone call telling me that the service is up and running. I pick up the phone and nothing. Turns out they didn't bother to run the service from the building junction box into the office. I had to hire a private company to do the job we had already paid Telus to do.

This only pales in comparisons to the Internet issues. The Internet group took an additional month to get the DSL line up and running. They kept on losing, forgetting, or incorrectly setting up the address information on their end.

The campaign office was active for two months. We had phones for seven of the eight weeks and Internet access for just under four. I have resolved never to deal with Telus again. Once my cell phone number becomes portable, I am dumping my account with them.


http://tinyurl.com/3bd22


From: Edmonton: This place sucks | Registered: Jun 2003  |  IP: Logged
Gir Draxon
leftist-rightie and rightist-leftie
Babbler # 3804

posted 09 July 2004 12:43 AM      Profile for Gir Draxon     Send New Private Message      Edit/Delete Post  Reply With Quote 
quote:
Originally posted by Anchoress:
I don't have cable TV, so I don't know anything abuot ExpressVU, but I have Telus DSL for my internet and the service has always been impeccable.

I never have to wait for an operator for tech support, and it hasn't been down once since I signed up a year ago.


You lie. Seriously, I don't beleive you.


From: Arkham Asylum | Registered: Feb 2003  |  IP: Logged
Cougyr
rabble-rouser
Babbler # 3336

posted 09 July 2004 01:46 AM      Profile for Cougyr     Send New Private Message      Edit/Delete Post  Reply With Quote 
quote:
Originally posted by Gir Draxon:
You lie. Seriously, I don't beleive you.

I believe her. On the radio a while back was an explanation of why we can have such different experiences with large corps. Their voice-mail programs sort incoming calls by area code; sometimes even the first three digits of the local number. Those from well to do areas get good service. Those from wealthy areas get superb service. And those from poor areas get poor service, or none at all. There is also sorting by how much you spend with them. There are a lot of factors that can be used. Needless to say, some of us get great service; some of us get crap.


From: over the mountain | Registered: Nov 2002  |  IP: Logged
Cougyr
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posted 10 July 2004 01:16 AM      Profile for Cougyr     Send New Private Message      Edit/Delete Post  Reply With Quote 
As a follow up to my previous post, I found this explanation:

Tiered servicing.

quote:
All customers were analyzed and categorized according to current value of portfolio and future revenue potential. They were queued in five tiers and a different service level objective assigned with the most profitable getting the best access and highest skilled agents. The customer's PIN initiated the routing to the appropriate queue and as customer value moved up or down, the queue destination could change without the customer being aware of the change.

Now we know why Bell wants callers to input their phone numbers. Anybody else think this stuff is kinda dirty?

[ 10 July 2004: Message edited by: Cougyr ]


From: over the mountain | Registered: Nov 2002  |  IP: Logged
Craig Radcliffe
recent-rabble-rouser
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posted 10 July 2004 01:39 AM      Profile for Craig Radcliffe   Author's Homepage     Send New Private Message      Edit/Delete Post  Reply With Quote 
quote:
Originally posted by Michelle:
No way I would use any service from them except telephone, and that's only because they're the only game in town for local service if I'm not mistaken.

Fido has a new $45 unlimited local calling cellphone plan if you live in the GTA that is specifically geared to replace a local line. It also allows you to migrate your land line number to a cellphone. Hopefully they'll start expanding it to beyond the GTA, but it seems like a pretty good deal. Also, their customer service is pretty good, AFAIK.


From: Waterloo, ON | Registered: Jan 2004  |  IP: Logged
Anchoress
rabble-rouser
Babbler # 4650

posted 10 July 2004 02:20 AM      Profile for Anchoress     Send New Private Message      Edit/Delete Post  Reply With Quote 
quote:
Originally posted by Gir Draxon:

You lie. Seriously, I don't beleive you.


Gee, the last person who called me a liar was my mother, and that was about 20 years ago. Mom? Is that you??


From: Vancouver babblers' meetup July 9 @ Cafe Deux Soleil! | Registered: Nov 2003  |  IP: Logged
Anchoress
rabble-rouser
Babbler # 4650

posted 10 July 2004 02:21 AM      Profile for Anchoress     Send New Private Message      Edit/Delete Post  Reply With Quote 
quote:
Originally posted by Cougyr:

I believe her. On the radio a while back was an explanation of why we can have such different experiences with large corps. Their voice-mail programs sort incoming calls by area code; sometimes even the first three digits of the local number. Those from well to do areas get good service. Those from wealthy areas get superb service. And those from poor areas get poor service, or none at all. There is also sorting by how much you spend with them. There are a lot of factors that can be used. Needless to say, some of us get great service; some of us get crap.


Well, lol, since I live in one of the least prospeous neighbourhoods in Vancouver, I don't think that's it Cougyr.


From: Vancouver babblers' meetup July 9 @ Cafe Deux Soleil! | Registered: Nov 2003  |  IP: Logged
Cougyr
rabble-rouser
Babbler # 3336

posted 22 July 2004 03:29 PM      Profile for Cougyr     Send New Private Message      Edit/Delete Post  Reply With Quote 
I finally got a reply out of Bell Expressvu. For those who need it, the email is: expressvu . I should have guessed. Why they couldn't post that is beyond me.

Edited because this didn't post properly, so I'll try again. Nope, that didn't work. Let's try quotes. Nope, they didn't work. I'll get rid of the <> marks.

[email protected]

[ 22 July 2004: Message edited by: Cougyr ]

[ 22 July 2004: Message edited by: Cougyr ]

[ 22 July 2004: Message edited by: Cougyr ]


From: over the mountain | Registered: Nov 2002  |  IP: Logged
Baldfresh
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posted 22 July 2004 03:59 PM      Profile for Baldfresh   Author's Homepage     Send New Private Message      Edit/Delete Post  Reply With Quote 
They emp'd my . . . friend's dish a while back. We, uh . . they got it working again in short order.
From: to here knows when | Registered: May 2004  |  IP: Logged

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