I am a Bell Aliant customer who for the first time in my 10 years of paying for communications services, has been frustrated beyond the point of belief and beyond what any customer in good standing should have to bare. There was an outage today (08/31) in my area (Halifax, NS) starting at about 4:30 pm AST and at the time of writing this email, approximately 2:00 am AST (on 09/01), I am still without internet service.
I am frustrated that my internet service has been down for nearly an entire business day, which has meant I have lost a significant amount of time and money since I run a home based business which relies on my internet service 100%. The root of my extreme disappointment is not all with the outage, it is mainly with the visibility into service issues that Bell Aliant has provided to me and other affected customers. I’ve spoken with nearly half a dozen customer service agents today, who have all told me the same thing, “just wait for the light to come back to green on your modem, and you’ll know your internet is back”. After the first couple of times I heard this, I thought they were not concerned in getting to the cause of my issue, but by the fourth response, I realized this was really the level of visibility that they had into the Bell Aliant services. Needless to say, this is ridiculous. The level of traceability and accountability that Bell Aliant as a service provider has shown me today is not consistent with their drive to be a market leader.in no industry does a client wait indefinitely until a problem is fixed. As you know, all services that a provider offers are usually honoured by Service Level Agreemens that the provider must adhere to, and the fact that Bell Aliant makes no attempt at providing ANY LEVEL of VISIBILITY into a repair that has lasted an entire business day for a major portion of its customers in an urban area means implies that they are indifferent about customer service. This is the frustration I have. I have partnered with many organizations in my industry and it’s not the organization’s who show you support when times are good that I prefer to deal with, it’s the ones that communicate, reset expectations and figure things out quickly when times are bad that I rely on most. After today’s experience, Bell Aliant has shown me it is not a partner that can support me when things go wrong. I hope that my negative experience will be used to enhance your toolsets so that other customers don’t face this frustration in the future.
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