I was having problems with My BellFIBE TV, I was only getting two channels. When contacting Technical support about my problem, the agent could not fully understand or interperate english. I explained I was only getting two channels and I am missing about 500 channels. The technician proceeded to reply with "what channels are not working" I explained to the outsourced agent that all channels were not working except for two.
The outsourced foriegn agent asked me to go to a channel that wasn't working, so I did. I have him that channel number and he said he was going to run some tests, to which he placed me on hold about 7 minutes. When he got back on the line, he asked me to unplug my modems and plug them back in to which I had already done prior to calling and so I did it again. After that attempt not working he placed me on hold again for about 10 minutes and came back on the phone and had said that he could not locate which package that channel belongs to, and asked me if i was sure if I had that package. I told him that I had all packages, thats why i am paying $185 a month. He put me on hold again this time for about 2-3 minutes and then transferred me to a network specialist.
The network specialist, advised me that there were issues with the signalling and had advised me of the same above. Again I was transfered back to a Technical support agent, who advised me less than 2 minutes the problem had been fixed. I had made a complaint about how slow the other agents took to resolve my issues and asked what was the problem, to which he stated that it was a simple reset button they had to press, and so I complained about the other agents not doing so. I spoke with a manager explaining that i been placed on hold for a very long time to have no results and it made me late for school-college. I checked and the problem seems to have been corrected up until 4 hours later. This time I had no tv and now no internet.
So I call again, this time the agents told me that I had made changes to my account and upgraded a package and that the account is re-activating.
After Day 2 of not having both services i contacted bell again to check on the status, to which someone in the billing and activation department had advised me that someone had made changes to my account profile, "and screwed it up", this person mentioned that my address had random charaters in it, i did not have a valid postal address and many product changes were made to my account, it would take time for someone to fix my profile and I would have to wait a few days before they can correct it.
My complaint to head office would be,
1) NEVER AGAIN, direct my calls to a outsourced countries. I support job growth in my own country not others.
2) Have an investigation done to findout who tampered with my profile, and have them release the name of that person so that I may proceed with Litigation, and criminal prosucution against that employee if and when he arrives to Canada.
3) Have bell conpensate for damages, (Cell phone per minute rate to contact bell) in regards to this issue
A Loss had occured since my home phone line was ran from the internet and because of an employee's negligance I am stuck with a 40 cents a minute bill to contact bell because of that.
-I think it is reasonable to ask for a credit towards my next bill for those costs due to their mistake, the bill was about $15.00. I hope they dont argue that with me.
- For bell not to promote that kind of behavior of their staff and have zero tolerance, have that guy terminated for cause.
- CUT OFF OUTSOURCE. As the Business jornel reports that oursourced call centers cause many more issues and customer service problems with a company. Make more jobs for canadians anyway.
-Ensure that I am not billed for any extra activation or monthly charges
-Refund for the days lost of service AND/OR Void my contract as this is a fraustrated contract whereas BELL CANADA failed to provide services promised in the contract, THEREFOR it the contract is IN BREACH and thereof am no longer obligated by it.
Dayton, Toronto ONTARIO
0 comments