On Cell Phone Forums - help with your mobile device
  1. #1
    GDF
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    Ok first post here and i would like to hear some opinions. I purchased a Blackberry Tour 9630 on first day of release. After i left the Bell store where i bought it, i noticed i had very low and unstable signal. Went back to the store next day and tell them about it, they told me to wait it out and it would get better and maybe wait till an os upgrade becomes available that it would fix my issues. Now i only have 15 days to exchange it for a new one so how long should i wait right? Went back 3-4 times within 10 days since i bought it and they wouldnt exchange it telling me my phone is ok and to wait for upgrades. Meanwhile i have already called Bell CS department a few times about my issue and by then i had an almost unusable trackball. Same thing...wait for upgrades. Now i learn that the first batch of Tours have defective trackballs and bad radios (antennas) and WILL NOT be fixed thru upgrades. I have asked for an exchange at the store and they now refused because my 15 day period is over so i complained to Bell customer service and they wont do anything either. They tell me to send it in for a repair which requires me to get a loaner and lose my phone for about 4-6 weeks. Now i have complained by phone and numerous emails to Bell and nothing. Not even returning me emails. I dont want it repaired for the sole purpose that i have been sold a defective phone and was entitled to an exchange within my 15 days to which i feel i was denied. Been a Bell mobility customer since mid 80's , i have 5 active cell phones with them, 3 land lines, 2 high speed internet accounts. What to do next? Never seen such bad customer service. Im cancelling my home phone and internet this week with Bell and will do the same with my cell phones. Never thought Bell was so Bad. Paying my bills to Bell at the end of the month makes me wanna puke now. Sorry for the long post. I am stuck with a 3yr contract with my faulty Tour and want out. Thanks


    See More: Bell Mobility Customer service (rant)
    Last edited by GDF; 08-31-2009 at 08:24 PM.



  2. #2
    daveycr
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    Re: Bell Mobility Customer service (rant)

    I`ve been with Bell for 4yrs and growing up we had Bell landlines. Up until today I`ve had adequate dealings with them. I pay $90 a month for an HTC Touch Pro so for that price I expect excellent service. The average cost of cell phones in other nations puts us to shame. Bell & other large phone providers bully customers and keep costs high on things such as text messaging or MB bandwidth. Charging outrageous prices for flying data. Point is, I expect top notch service since I`m paying a monthly amount that rivals some of the most expensive plans in the world.

    With that said I`ve been having issues with my 4 month old Touch Pro. It frequently misses calls. Callers will be automatically directed to the voicemail with no evidence of a call taking place in my call history. As I use my phone for my business this is unacceptable. The next issue with the phone is that it draws more power per second than the charger can provice. Sound crazy? It`s not... If you are having a long conversation and your phone is plugged in, it WILL inevitably shut down due to battery power. You are forced to wait 5 to 10 minutes to allow charging while the friend you were talking to is getting your voicemail. In a world of overpriced plans and smartphones I expect more.

    Given these problems I decided to phone Bell Mobility. I called them at 2:49pm and was on hold for 2hours and 20mins until I was disconnected. Annoyed and frustrated I phoned back at 5:12pm. Amazingly I got a CSR in seconds of waiting... how does that work? Over a two hour wait and 5 minutes later it becomes a 10 second wait?
    Something is seriously wrong with their dispatch department.
    The CSR I got this time was monotone and didn`t show much empathy for my 2hour wait. I asked to speak to a manager right away as I know this person couldn`t help me. They agreed and transferred my call.

    The only problem was they transferred me to another CSR?
    Annoyed & very frustrated I asked once again to speak to a manager. The new CSR agreed and put me on hold once again.

    At this point the phone shut itself down. It wasn`t able to operate on the power provided even though it was plugged into the wall outlet. Unbelievable.

    5:34pm I phone back after allowing my phone to charge.

    I am told by the automated service that there will be a 45min wait to speak to a CSR. I wait 20mins and get someone. Finally, thank god.
    This guy was helpful, the only issue was he accidentally hung up on me with his elbow. Yeah really. He phoned on his personal cell phone after he had hung up and appologized. He told me since I was disconnected from the call centre I would need to phone in again and wait. Defeated I said thank you and hung up. At least the guy phoned to tell me what happend.

    5:58pm I called Bell Mobility once again. Waited on hold for 45mins. Finally got a CSR. Admittingly I was frustrated and let her know my true feelings for bell all the while telling her it wasn`t personal and that she was doing a fine job.

    She told me that all though I spent $150 on an extended warranty 4 months ago. I can only trade in my phone for another Touch Pro.
    They were too busy to allow me to speak with a manager but one will be phoning in the next 24hrs.

    I will be asking for another model of phone as the issues I have cannot be fixed with a replacement.

    Let this be a warning to all cell phone customers. Stay clear of BELL MOBILITY. They are another heartless coroporation.



  3. #3
    GDF
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    Re: Bell Mobility Customer service (rant)

    I hope you know they purposely make you wait on the phone for a long time so that you get tired and give up. Seriously , i have emailed them about 6 times and everytime i was told i would have an answer within 24-48 hrs and NOTHING. Phone calls, long wait periods and no one helps. I will be contacting today BBB and Consumer protection to see how i can get out of my contract and file a complaint . I heard alot of complaints against Bell Customer Service but now i know why.
    The Bell store tells me i have to settle with customer dept at bell mobility and bell mobility tells me i have to settle with the store......Dead End! Way to treat loyal customers BELL.



  4. #4
    baby_chronic10
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    Re: Bell Mobility Customer service (rant)

    I used to work for Bell, and I too am apalled by the poor quality of service.
    I purchased two Samsung Omnia II's on a three year contract (don't EVER get that phone if you're reading this), that was my first mistake. This was back in August, we are now in November, my Omnia doesn't turn on. It started with the battery not holding a charge, they wouldn't send me the damn battery until I went to a corporate store, which is an hour away (how convenient, I work full time & I have no vehicle.) to verify that there is no liquid damage or physical damage. I have a Bell store in my area but its not a "corporate" store, this company is so difficult they wouldn't even let me go to my local store so that THEY could verify with Bell over the phone that the phone has absolutely no physical or liquid damage.
    Of course they won't do that. I never dropped my phone or anything, its been three months or less and I'm stuck with a phone that's a paper weight. I pay approx. $150 for both phones plus the long distance calling I was doing when my phone was actually WORKING.

    Oh, and get this, my other Samsung Omnia got the screen cracked without even being dropped. You can tell it is cracked from the inside, not the outside. This was as a result of my boyfriend tapping the screen trying to get the touch screen to respond when the phone suddenly glitched out one day for no reason. Of course Bell will NEVER believe that, so now I'm stuck with that phone which is broken as well too, luckily I was able to "inherit" a broken iPhone which we are getting fixed by a third party repair shop to use on that line.

    So on my day off I'm going to call in & keep escalating to the highest person to see if I get a replacement phone, if not I'm going to have to pay for a bus ride at 6AM on my day off to go to Ottawa and give their store a piece of my mind. They are not going to like me if I have to do that. It's just not fair.

    Actually now that I don't work for Bell I work for a company that outsources for AT&T and if I was caught handling a call the way Bell agents do, I would honestly be fired. To hear someones problem & not even express empathy, I'd find myself in a room with two supervisors signing off on disciplinary action. If escalations don't work and my trip to the store doesn't work, of course I'll be stuck with purchasing a phone at full retail price, but I'll definitely be calling the Better Business Bureau, this is unacceptable and unfair.



  5. #5
    bellsucks
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    Re: Bell Mobility Customer service (rant)

    I agree with everything you said. We were with bell before and I swore to never go with them again. Unfortunately no other service providers could match the prices bell gave so we went with them again. Now they're screwing us over just like usual. At this point I would rather be paying more with another company than stick with bell.



  6. #6
    baby_chronic10
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    Re: Bell Mobility Customer service (rant)

    Go with someone else, who cares if its more money, get out while you can. Actually to give an update on what actually happened, I contacted the Better Business Bureau & filed a complaint, the next time I called in, I was immediately transferred to loyalty without even asking to cancel, they waived the $250 deposit for the loaner phone & they repaired my broken phone. Although it may seem like the Better Business Bureau can't do anything, it worked wonders in my case. Bell already has horrible reviews, the more complaints at the BBB, the worse their reputation gets, and Bell hates that thought because they know for a fact they are starting to lose more and more customers to the competition.
    Oh, and get this, I work for AT&T and my credit limit for each customer is $250 as long as its justified and warranted. I met someone that used to work for Bell Mobility, and their limit was $25 per call. Thats just insane, what if someone was misinformed about data charges & ends up with a $500 bill for internet usage they had no idea about? With AT&T we would give that customer the benefit of the doubt, with Bell, they will gladly escalate the call & waste your time as well as their own time fighting over something with no win-win situation for either party. Yea sure that customer may pay their $500 bill and Bell will get their money but they're going to cancel shortly after and Bell will never get another penny out of them. And they'll also tell their friends and family members about their horrible experience.

    Their outlook on customer service is completely backwards, they have this mind state of trying to find ways for the customer to be wrong, when really its all about the customer being right, without customers, theres no business, no business, no money, simple as that. The only reason why they're still alive is because there are many areas out west in BC, even in the maritimes, where all they can get is Bell services because of the area they live in. If it wern't for the fact that they can only get Bell where they live, they would go with whatever else they could get !

    So like I said the BBB resolved my complaint this time, but I was still very inconvenienced by this, making numerous calls to them, travelling to the corporate store, etc, etc. Anyone else who feels the same way, keep voicing your complaints to them. I filed my complaint online. Type in the Better Business Bureau in google ... it will be the first result.

    Since then I just try to avoid calling Bell Mobility, another good tip is the online chat customer service people on bell.ca are WAY nicer than the people on the phone, and its not automated responses (contrary to popular belief). The online e-chat people immediately thank-you for your loyalty before answering your question, and overall its a way better experience than to call those Mobility Reps. So I encourage everyone whose fed up with Mobility Customer Service to start using the e-chat on bell.ca, you'll be a lot happier & more confident that ur issues taken care of.

    ---------- Post added at 12:39 AM ---------- Previous post was at 12:33 AM ----------

    Oh and this is for "Bell Sucks". Everytime you say you want to cancel, their save team will make you an offer you can't refuse, this is strictly to try & keep your business for as long as they can (obviously), but seriously if you shop around other cell phone providers, most of their prices are the same as what you were paying prior to getting your discount when you called to cancel. I know when I shopped around to see who I was going to go with for my cell phone contract, Telus and Rogers had very similar price plans, the only reason I went with Bell is because they were offering a better more "enticing" promo for signing on as a new customer. Biggest mistake ever, get out while you still can, don't give in to their offers because they are not set in stone, your price will go back up as soon as the 12 months is over, they're just doing it to entice you to stay with them & to help you forget about the horrible service they provide, so try not to give into their tricks & switch providers. Because I'm stuck with them for the next two years + a month & if I could go back I would've never signed my name on the dotted line. As soon as my early termination fees go down enough to where I can afford to pay it, I'm cancelling, and thats the last they'll ever hear from me. My family is all switiching providers as well.



  7. #7
    ashlovely
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    Re: Bell Mobility Customer service (rant)

    okay so i'm with bell right now, 8 months from being done my 3 year contract on my cell phone which is NOT a smartphone. I am currently playing $30/month for
    150 min
    unlimited night & weekend calling
    unlimited text/picture/video messaging.
    They said i can upgrade my phone on January 4th but i think i'd rather wait until July 6th when my contract is over. Is it true that if you say i'm leaving bell and switching to another company they will give you a really cheap plan with everything on it? My friend said he did this and now he pays 20/month for everything, even has web browser on his plan. I would like to do this to just because I think the prices they make no their plans, even they are similar to other carriers, are too pricey & for the service they give which sucks, i would like a way cheaper plan.
    so can anyone tell me if they've done this? and if that price stays for the whole next new contract?



  8. #8
    bradxc
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    Re: Bell Mobility Customer service (rant)

    I would say steer clear...their service is absolutely pathetic. Every rep you speak to gives you a different answer, nothing is as they promise, and it takes months to sort out the screw ups on your bill. The store tells you to talk to the call centre, and the call centre tells you to go back to the store to figure out what went wrong. Reminds me of Burn After Reading where nobody really knows what is happening.

    I returned a piece of junk phone to the store a few months ago within the 14 days, and when the transaction wasn't reflected on my statement weeks later I contacted the call centre - although I gave her the invoice # for the return, the date of the transaction, and every other piece of info that could have helped her figure it out, the rep could find no record of it so she suggested I go back to the store to see what they had done with my phone. Right.

    What a bunch of ****ing idiots. They don't deserve anybody's business. **** Bell. **** BELL!



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