In our household we have a total of three Bell Cell Phones and one Solo (owned by bell). Of the four phones only one has had no issues, maybe we are slow learners. Two of the phones are smart phones and both have been reported to Bell to have thier issues resolved. The one phone, a Motorola Q was replaced after a one month wait and a $44 loaner phone fee, the day it was recieved it was already needing replacing, prompting another wait. As of the time of this posting we are still waiting after another month with no end in sight - thier response - we don't know when it wil arrive. Keep in mind this is my son's phone and I continue to pay the monthly contract charges for a lousy phone. One must remember as well, Bell INSISTED that never have problems with the Q they are the most reliable. I can assure you that statement was like a GIANT ALARM, since the service so far was like the days of the Edsel.
The second phone that is an issue, is an HTC Smartphone that is far from smart. Since day one this phone has had issues that were repeatedly reported to Bell until in November 2008 they FINALLY agreed to replace it as it turns they acknowledge the HTC's do in fact have issues. We are STILL waiting Jan 10, 2009. The person using this phone is a cancer patient that has children in another city and we have repeatedly explained that plight to Bell and this VERY sensitive condition has fallen on deaf ears. This person needs a mobile to stay in contact with children she rarely gets to see since she is continues to recieve treatments in another city 14 hours away. She also need sto remain in contact with medical professionals who are constantly monitoring her. All her appointments and medical contacts get synced to the phone and makes her life much simpler. But as Bell continues to makes such callous remarks " you are under contract" when I suggest that I will pay to cancel the phone. Either they think I am bluffing or do not care, I suggets the later.
In the case of the HTC phone as it is such an important to the holder I called once again to Bell on November 10 and was once again greeted with `you are under contract, so off the West Vancouver, BC outlet I went with the phone holder. Upon arrival. I was met by an agent named "Pary", whom I had dealt with before and considered arrogant, at BEST. I asked what the status was with the replacement and her response, after searching the data base, was "I don't know." After asking what that meant, I was told by Pary in the most arrogant manner " I will have to print this and give it my Adminstrator" and again I wasked what this all meant in a very demanding way. She told me that "I don't have to take this." What a nice lady! I once again reminded them that the phone was for a person with a life threatening medical condition aand she literally said there is nothing she can do. Absoliutely appalling. I could not help but wonder if she had a family member was terminally ill how would she then react if her Doctor said said " nothing I can do."
The third phone is another that was given to a child so they could stay in constant contact. It suddenly has no display but an insurance plan was purchased in case of any issues they could get an over the counter replacement. Well the obvious happened, it broke! Customer service was called and they instructed him to travel almost two hours to Terrace BC to the nearest Bell outlet. The son made his way to Terrace only be told, "we don't know why you were sent here, we are only a kiosk and do not provide replacements." He was left with no choice but to send the phone to Vancouver where we are left to deal with it and so far it too has not been replaced even though there is a $7 a month insurance premium being paid.
I am absolutely shocked at a companies response with the stature of Bell. These phones are so very important, they are not toys. In the case of the phone holder that has Cancer one would hope that Bell Canada would step up to the plate and ssimply hand off another phone. Keep in mind that I offered to pay any retail difference in price of another brand of phone as well. I have every intention of cancelling ALL phones with Bell as a gift to all, as soon as I get the final OK from the phone holder. Dollar for dollar it will be cheaper. Piece of mind comes at a cost I see. I seem to have an issue with the fact that you are not free to use another phone on the network as well.
I will also foward my rant to the CRTC and the Vancouver Better Business Bureau, with special notations to the Canadian Cancer Society in hopes that people will see what Bell Canada is under al the glitter of high tech advertising. And to you "Pary" of the West Vancouver Park Royal Outlet, you need to truly undergo sensitivity training. I truly hope that no one you love dearly ever comes down with a life threatening illness and gets treated as you have treated us, you need to take a long look in the mirror and ask yourself " do I lioke who I have become? "
My name is Brian, just so people close the situation will know that I have kept my word.
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