Bell Canada
Going paperless

Jim Myers, Sr. V-P, Customer Service has sent a mass mailing (by regular mail) dated June 26, 2010 to Bell customers who currently receive a paper invoice. Titled "We're going green", it notifies current subscribers that, effective next month, they will no longer receive paper bills unless they log onto bell.ca/staypaper and click on "I wish to keep receiving paper bills". He claims the change is "to help reduce paper waste and protect our forests."

I wonder how many other subscribers were struck by the following:

1. The scheme constitutes a "negative option", which historically (and rightly) gives rise to innumerable complaints of improper notice;

2. The reasons given are intellectually dishonest or at best incomplete: he appeals to our desire to be good citizens, rather than admitting that Bell's prime motive is to save money. In addition to the hard cost of postage, there are internal costs associated with a mailing that are obviated by e-billing.

3. In order not to dilute Bell's stated reasons, Myers offers customers no incentive reflecting Bell's cost saving. Bell could at least share some of the cost savings with its customers, either by offering a one-time benefit or an ongoing reduction in monthly fees.

Company: Bell Canada
Country: Canada
Province: Ontario

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