Service too slow? Then just walk
August 28 2008 by Ellen Roseman
Have you done it? Left a store without buying because you were fed up?
There are many reasons why you might feel frustrated enough to walk out. The store staff ignore you. There aren’t enough cashiers. The customers ahead of you dawdle. The advertised specials are missing or mispriced.
A whopping 86 per cent of Canadians, according to a survey released by Maritz Canada, have left a store without buying something because they felt they had waited too long for service. A Globe and Mail story touched a nerve, attracting 181 comments.
Customers frustrated with long waits will go to the competition, said Maritz. They will rant about their experience and post comments online.
But they will stay longer if retailers offer music, refreshments, reading materials, an apology or a smile.
But things are different if you’ve already bought something and you have to fix a problem. You call or email a company (often dealing with its outsourced customer service department) and wait for a response.
You tell your story over and over again to each person who handles your calls or emails. You can’t walk out. You’re a captive customer, trapped in an indifferent and inferior system.
Welcome to my world. I hear from captive customers every hour of the workday. They’re mad as hell and they’re not going to take it any more. But what can they do?
If you learn how to navigate the system, you can share your experience with others. That’s what Karl did here this week, printing email addresses for useful contacts at Bell Canada and its new owner, the Ontario Teachers Pension Plan.
Speaking of Bell, they have a new advertising campaign, “Today just got better,” which makes liberal use of words ending in “er” — faster, easier, gamer, worker, talker, texter, multi-tasker, music lover. You can read the corporate new release here.
Did anyone notice they’re using my initials?
Maybe it’s a backhanded compliment, considering how much flak I collect (and pass along) about Bell’s flagging service. If their new strategy is to deliver a better customer experience, then why not tip a hat in my direction with their ER campaign?
Michael James
Aug 28 2008
With the name change from Bell Sympatico to Bell Internet, is Bell going to make their customers change email addresses?
When I was using Sympatico, my email address ended with “@sympatico.ca”. For most people, changing email addreses is no big deal, but it was a problem for me when I left Bell (and it was the reason I took so long to leave).
For others who need a stable email address, I’d recommend Gmail from Google (I have no affiliation with Google). It’s free, easy to use, and works intuitively.
Paula
Aug 28 2008
I hope you can help me with an issue that involves a Rogers cell phone.
Jan. 4: I called Rogers to re-confirm that my cell phone would work in Chile. I was told, after checks were made, that the phone would work with no problem. Please note that my reason for going to Rogers for my cell phone service was because they advertise WORLDWIDE use.
Jan 7: In Chile, I received a Rogers message saying that I could still collect my messages by accessing the Rogers network. I also got welcome messages from Movistar while flying over Ecuador and Chile.
Jan 8: Tried to call a friend, the phone does not work.
Jan. 9: Tried phone again. Does not work. Message pertaining to a restricted number comes up even before I dial. Also a “no service” message.
Jan. 10: Took phone to Movistar and Entel PCS, two cell phone companies. Went to an electronics shop that specialized in cell phones. The phone was checked and was fine, but was not picking up service in Chile.
Rogers said I had to pay the charges because it could not suspend my service. For more than four months while I was in Chile, I paid for a phone for which Rogers had no service.
In August, I’m still fighting with them. Here’s my latest email to customer service.
“You still have not addressed the problem. I did call Rogers BEFORE leaving home, I was told the phone would work in Chile. I was told how much it would cost. I was assured it would work. I was not told it MAY not work, but definitely that it would.
“Are you telling me that I must pay you even though you cannot supply the service I am paying for? Is this ROGERS CUSTOMER CARE AT ITS FINEST?
“How do I contact a PERSON who can sensibly and rationally deal with this issue?”
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Here’s their response:
Dear Paula,
Thank you for taking the time to write to us, we appreciate your use of online customer service.
Your recent emails have been concerning roaming in Chile and lack of service while there.
As we have stated previously, you had access to the networks in Chile, not Rogers. We do not have service in Chile from Rogers; however, you do have access to the networks there through an agreement that the GSM phones supplied by Rogers may work.
We apologize if it was not made clear to you that the phone may or may not work all the time while in that country. However, we cannot guarantee someone else’s network service.
We apologize for any misunderstanding that this has caused. For additional information please visit our website at http://www.rogers.com.
You are a valued customer and we thank you for your business.
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Ellen, I find it irritating that no matter how many letters or messages you send to Rogers, you never get a reply from the same person twice. I think that is a deliberate attempt to wear down the complainant. You get so frustrated you just give up.
Perhaps, hearing from you will encourage Rogers to give me a plausible explanation and, I hope, some redress.
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We did it!
Thanks to you, my problem has been satisfactorily resolved. Rogers is sending me a new phone that can work worldwide.
Please note: Anyone entering into a service agreement with Rogers because of its advertised “worldwide access” must purchase a QUAD BAND WORLD PHONE. That is the phone to be sent to me.
Rogers also agreed to credit my account for the four months of fees I paid when I got no service. My contact did point out that Rogers was not obligated to do that.
I never asked for anything during the complaint process — only that Rogers live up to its advertisement and to its side of the contract. Crediting those months is only being fair.
It seems that the pivotal reason for their doing it was that I had called before leaving for Chile and had been assured that my phone would work there.
It seems to take an advocate with the clout of the media behind them to help customers get some service.
Andy
Aug 28 2008
Here’s something you may be interested in. Has to do with hotels and the nutty secondary industry they’ve started with collecting security funds.
Many hotels are great. But some are taking huge deposits and not returning them for up to a week.
I’m finding there is a huge lack of understanding with many of the front desk clerks.
On Saturday, Aug. 23, our company provided video equipment for an event at Fernie Ski Resorts in B.C. Our agreement with the client was they would provide and pay for the accommodation and we’d be responsible for any incidental charges.
The hotel our tech stayed at was the Fernie Lodge. When he signed in, he was asked for his credit card as a “damage deposit.” Strange, as I thought the card would be used for incidentals and not damages.
Here is the email our tech sent to us explaining what he was told by the hotel.
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Hey Andy.
As I mentioned in our conversation earlier, when I did check in at Fernie at the hotel, I was told that I had to leave a imprint of my credit card for a security deposit.
I was told that the money would be refunded upon checkout when the 2 room keys and the 2 security swipe cards were returned.
When I checked out, I even asked about the charge reversal on my credit card and was told that it would be released that same day.
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After learning of the charges not being reversed, I sent an email to the event organizer. I said my wife had called the front desk on Sunday, Aug. 24 to inquire about a $200 fee applied to the tech’s credit card, a fee that should have been reversed upon his departure.
The lady at the hotel mentioned the funds were secured as a damage deposit, not even as a security against incidentals. It was made clear to us that the hotel has had problems in the past with other guests, necessitating these amounts to be charged. Any reversal on the funds could not be done without the approval of housekeeping and then management.
My wife and I understand the need to secure funds for incidentals. I fully understand the frustration hotels must have with damages and incidental costs. Here’s the however.
1) We were not notified by the hotel of an incremental daily charge to the credit card of $100 a night. The tech was told the hold on the funds would be restored to his card in the morning. He was told not to worry!
Not very good advice from the hotel, considering he is unable to access those funds until the hotel decides to reverse the hold. Or better said, until housekeeping approves the reversal.
2) I asked what would have happened if we had paid by cash for the incidentals. The lady on the phone responded we would not be reimbursed upon checking out. I have a huge issue with that! Not to mention the legal considerations here.
3) If the incremental daily charge could be applied without the management and without the approval of housekeeping, then his credit card should have no problem of having that amount reapplied to his credit facility.
After many calls and messages, the manager of the lodge failed to call us and discuss this matter. The event organizer told me she was upset and I shouldn’t expect a call as she was going to take her employee’s side. According to her, we were rude to her staff.
There is no doubt the discussion took a negative turn, but at no time had we been rude! My wife was told, “we take the hold and that’s just the way it is.” Not said in a polite manner, but in a manner which was less than supportive.
On the morning of Aug. 27, my wife spoke with another representative of the hotel who mentioned that the hold on the card is removed after five days.
Under extenuating circumstance, they can reverse the funds, my wife was told. If they can do this under extenuating circumstances, then why the heavens are they holding someone’s funds?
I am sure the room has been re-rented since our departure. There was no damage (the tech has pics to verify) and we did not incur any incidental costs.
The other comment made was “it’s only $200.” It’s our money! Why should the hotel have rights to these funds? Wrong! Very wrong!
We were told the credit card companies hold the funds and they do the release on holds. Not so, according to our card company. The hotel has the responsibility to issue a reversal, which results in an authorization code once the request is made.
I am prepared and fully expect to lose any further work from our event organizer. I suppose that is the cost of being right.
Lior
Aug 28 2008
Paula,
You should have known before your trip that only quad band GSM phones would work on all the standardized frequencies worldwide. However, I don’t blame you for not knowing. I blame the staff at Rogers, be it the call center or at the store, for not double-checking the type of mobile you have and whether it is capable of being used in Chile.
A quad-band phone will work in any country that has a GSM provider because it operates on all known frequencies. You can either roam on that carrier’s network or just get a temporary SIM card from the local carrier. Tri-band GSM phones, on the other hand, work in only about 60 countries.
DH
Aug 29 2008
The new Better Bell…
On Aug. 2nd, we moved to our new home in Toronto. My family and I decided to “Bundle up with Bell”, which included telephone and internet service and Bell TV.
I originally ordered these services on July 24th. This is when the Bell sales agent gave me my new phone number, which was supposed to be connected at my new home on our moving day, Aug. 2nd.
The telephone line was working by mid-afternoon of that day. Unfortunately it was someone else’s number.
When my parents, in-laws, friends, all tried to call us at our new number (which I was paying Bell to give out to anyone who called our former number), they heard ringing on their end but we got nothing. As you can imagine, this caused a great deal of worry on their part since they could not get hold of us.
After connecting with a friend through my cell phone the following day, we realized there was a problem. This led to my first call to Bell regarding our service.
I was told to check all our jacks and telephones and call back. We did this, and Bell showed up to fix the wires on the outside of the house on Aug. 5.
On that same day, the Bell TV technician showed up but I did not have the key to our new home and he could not wait for my return. This was reasonable so I asked him if Bell could send someone out the next day; he said that Bell TV would contact me.
After several days of no contact, I called and reordered Bell TV and the internet service that I did not yet have (this was on Friday, Aug. 9th and I figured they had forgotten about me).
The next day, Bell called us and said that I could not order these services because I already had them.
I explained to the person at Bell that I was not connected to the internet nor did the TV technician ever come back, therefore we did not actually have these services. She told me that she would book a Bell TV technician for Monday (Aug. 11th) and rush me a modem to connect my own internet (at the latest, I was to receive the modem by Tuesday, Aug. 12th). This phone call took place on Saturday, Aug. 10th.
The Bell TV technicians showed up on Monday, only to drill a hole through my 100-year-old wood baseboard (this, needless to say, did not make me very happy). I put in yet another call to Bell. The same technicians returned and tried to rectify the situation, but unfortunately I am still left with a hole in the wood of my new home.
In the meantime, receiving nothing in regards to the modem I had been promised, I called Bell again on Wednesday (Aug. 13th). This time, I was adopting a much more aggressive approach in regards to my missing service.
After speaking to several people, repeating the same story every time, I was promised a modem the next day; and on Thursday, Aug. 14th, I received the modem I was promised… but it came without any of the wiring required to connect it to my phone line or computer.
I finally called Rogers because, despite the compensation that I was promised by Bell, I just wanted to be online. I pay my bills online and was unable to use my credit card at this point, plus I was cringing at the thought of the interest charges I was incurring! Finally, Rogers was coming on Sunday between 6 and 8 pm.
I made yet another call to Bell on Thursday, Aug. 14th, letting them know that Rogers was going to be at my house on Sunday. I believe my exact words were “Tick, tick, tick, whoever gets here first!”
Miraculously, I was sent another modem, including the appropriate wires, the next day. But after two hours on Friday night on the phone with Patrick in Montreal, we were still unable to get online.
Another phone call on Saturday; “Tick, tick, tick, whoever gets here first!” A technician showed up on Sunday morning.
Again, after much time wasted, he could not get us online either. I finally mentioned to him that when we originally moved in to our house, we had trouble with the phone line. Who knew that I could solve my own problem!
Sure enough, the high speed DSL service was connected to the other line (the original wrong number). After fixing that problem, the technician was unfortunately still unable to get us online, and having wasted to much time at our house he left, blaming our computer.
My son got on the phone with yet another technical support agent and finally got us online, connecting to Sympatico with another computer. I was left thinking that, in fact, it was our main computer that was the problem.
We cancelled Rogers. Then my husband (not wanting to purchase another computer) began to read the Bell manual. The reason we couldn’t get online was in the first sentence of “before you get started” section of the manual.
You would think that the many technicians we spoke to, or the technician who was at our house, would have realized the problem. You can’t have anti-virus on your PC to hook up to Sympatico. After that, we were able to get connected ourselves.
A month later, my blood pressure resumed its chillin’ mode when Bell internet sent us a Customer Satisfaction Survey, asking about the last technical support agent we spoke to.
Are you serious? Where were you last week, or the week before that or, the week before that?
The New Better Bell… really?
I had 4,000 characters to comment about my Bell Sympatico service. I used it consulting, sharing suggestions and advice that Bell seems so desperately to need… I hope someone is listening!
Lior
Sep 1 2008
DH:
Having an anti-virus should not interfere with Bell’s Internet service at all. That is, unless you use Sympatico’s own anti-virus program in tandem with the one you already have installed on your computer. Having two different anti-virus programs run at the same time is not a good idea. However, if you don’t want to use Sympatico’s anti-virus, you don’t have to.
Setting up a DSL connection is fairly easy. That is why I fail to see why Bell’s technicians, after realizing the wrong hook up outside, couldn’t get your Internet service running. Even if your PC was the issue, it takes minutes to determine if it really what’s causing the inability to connect.
Also, I advise people all the time that the “bundling” choice is not very wise. The reason is because you’re locked to a certain term, usually 2 years, with that provider. If you happen to find something better and you want to cancel, or if you move to a service area where one of your existing services is not available, Bell can charge you hefty Early Termination fees. In fact, the fee for breaking the agreement early with Bell Expressvu is about $200.
And it’s not just Bell that’s doing it, it’s Rogers too. You’re far better off negotiating prices for your services individually instead of bundling them all to save 10% or 15% off the total cost. For example, I have cable and high-speed Internet with Rogers. I could have bundled and saved 10%. But what for? I negotiated a lower rate for my cable bill for one year. If I decide to leave, all I pay is the difference of the discount that was extended to me. The same thing with my Internet service. I signed up for Hi-Speed Express and I’m paying LESS than what I paid for the service back in 1998! And again, no bundling.