This is a letter I sent to Bell after a horrible customer service expirience. Note that I was tryig to cancel my small business contract because of their bad service and high monthly fees.
To whom it may concern:
I am writing to inform you of your problematic and discouraging customer service.
I visited a Bell partner store to inquire about cancelling my contract as I wanted to switch to Rogers. Chin told me he could do better than Rogers so I humoured him and he gave me some good options. He called Bell to see what my cancellation fees would be. He handed the phone to me and the person on the phone said he could do better than the store could and asked me to call 611 after I left the store to discuss. I thought it was odd that Bell would try to steal business from their partners but after all, I was leaving Bell because of the hassles I have had.
When I left the store I called 611 and was told that I couldn't cancel my account. Trey (6040030) said I was not the key contact and as it was a corporate account, I needed to talk to Bell Corporate. When I asked to be connected, he said they were only open till 5pm EST. As it was only 3pm in Edmonton I told him this was unacceptable for a corporate client to not have access to corporate care during my business hours. He apologized and I told him that wasn't good enough. He again told me that I needed to talk to the key contact. Not knowing who it could be, I asked him to tell me. The bill comes to my address and I pay it from my company account so I deserve to know who the key contact is. He said he wasn't authorized to tell me. I told Trey to connect me to his supervisor and he refused for 20 minutes citing over and over that I was not the key contact and their department didn't deal with corporate accounts. Finally I insisted that I didn't want him to do anything else except transfer me to his supervisor. He repeatedly would tell me that he and his supervisor could not do anything for me. I told him that I didn't care what they could or could not do, all I wanted is to talk to his supervisor. That was the only thing I wanted from him. Finally I told him I was not going anywhere until he solved one of my two problems. We sat in awkward silence for another 20 minutes. Finally he transferred me to Bell Corporate Western. Within 5 minutes, the person was able to tell me who was the contact as well as the cancellation process.
It is ridiculous that your clients have to experience this. I had almost been convinced to stay by Chin at the partner store but now I am leaving Bell permanently and letting as many of my friends and Clients know the pain that it is to be a Bell customer. I am going to post my story on Facebook, Twitter and as many forums and opinion sites as I can find. This has been the most frustrating customer service issue I have endured (and we were Telus customers before Bell so that is saying a lot). Bell does nothing to make the situation right or help solve the problem, they just create roadblocks and make it difficult to be their customer.
I don't know where this will end up or what changes it will cause. I highly doubt that a company that allows this to happen will ever have the wherewithal to correct itself. I cannot wait until the US providers come to Canada and provide the much needed competition in our market.