Well, after some complaining and an email targeted at a high-level exec, we have made some headway on our issue with Bell Canada.
Here is the summary of our initial issue:
- When we first phoned, the rep promised us a $10 / month credit for 12 months, in ADDITION to the $200 PVR Programming credit
- We got the $200 credit, but they refused to give us the $10 credit, essentially saying that the don’t offer such a thing.
What it sounds like happened is that the rep did not know the services very well, and mistook the $10 PVR rental credit, to think it applies to all new sign-ups regardless of if the PVR is purchased or rented. That is how their current promo works apparently, however, as a customer calling to ask what they could offer is to determine if we should switch, one has to assume the rep knows what he/she is talking about.
In the end, the rep made an offer, we accepted it, and Bell declined part of the offer. Even if the rep made a mistake, it should still be honored.
Well, all of this made us angry, after all $120 in credits over 12 months is a decent chunk of change. While reading a forum thread where people were complaining about Bell I stumbled on a post that had the emails of some high-level execs, so I thought, if customer service won’t help me, maybe these guys will.
I fired off an email with my situation, and left it at that, never expecting to hear from anyone about the topic again, however, later that day, I got an email response from the assistant to the exec requesting my account number.
Today that assistant called me and we spoke. They are investigating and will be looking up that initial phone call. He said that if they can find the original call that promisses the discount, then they will honor it. That’s fantastic news. He promised to call me back next Friday either way with the outcome.
Now, IF they are able to dig up that original call, I know for a fact they will hear the offer, and should give us the credit. If this happens, it will restore much of my trust in this company, but not all of it – after all, this issue should never have been an issue in the first place!
My bit of pessimism tells me though that this assistant could do nothing and then simply call me back noting that the call could not be found, and decline the offer again. I would hope they are honest enough to look into it, but time will tell. I’ll post an update when a final decision is made.
Interesting Note: The manpower they are using to investigate this is costing them more than the $120 in credits – it would have saved them money to just give us the credit in the first place – oh well.