In the past week I have dug deep into the "Client Care" at Bell Mobility. I purchased a Palm Pre 9 months ago on the dreaded 3 year contract (never again). It took about 3 days for it to malfunction, and so it was replaced for free due to the insurance I bought for it ($7/mo. turned out to be the best money I've spent in years). It's 9 months later and I'm on the 4th Palm Pre...the phone has hardware defects that have been admitted by Bell and the insurance company, Asurion.
My request: replace the phone with one of comparable value.
Bell hides behind the small print in their contract stating they are not responsible for the phones they sell, period. The only thing I was told I can do is deal with the "3rd party" company, Asurion, and have it replaced with another Palm Pre. Obviously, this doesn't solve the problem. After finally making to the top of the food chain in"Client Care" in TO, I was told that they were"unwilling to help me at this time", even though I have been a customer for 7 years and spend about $8000 with Bell. They know I'm in a contract I have to pay to get out of, and that I would have to repay discounts given on the phone as well, $400. Bell's tactic is to ignore the customer if they already have you committed to paying them. Horrible idea. I may be with them for another year or so until I can get out from under the burden of their service, but I will most definitely leave, and they will lose many more years of income from me.
I remember the early days of providers when they actually would give you a phone to attract you as customer - without a 3 year contract.