Free Newsletter
Bell Canada upgrades customer service
Bell Canada rolled out a new customer service initiative Wednesday, promising faster response time to service issues in an effort to stem the loss of both landline and internet customers. Customers of the telco have suffered through extended wait-times for years, waiting an average of 39 hours last year, according to reports.
The new initiative promises same-day service to customers who contact the telco before 11 a.m., and next-day service for later service inquiries. Customers wanting next-day installation of TV, internet or cable can pay a premium of $60 for that service.
Bell Canada reported that high-speed internet repair times were a priority, as more and more customers depend on the service for both business and personal aspects.
Bell Canada CEO George Cope, who took the reins in July, cut thousands of middle management positions to open budget space for the expanded technical service and improved call center operation, part of his 100-day plan to improve the company's lagging brand.
For more:
- The Globe and Mail has the skinny on BC's shiny new look. Article.
Related articles
Bell Canada upgrades long-haul network with Nortel 40G optical solution
Bell Canada takeover ruling heads to Supreme Court
Comments
Posted by Anonymous | April 30, 2009 - 1:20am
It always amazes me how people stretch the truth and the story when they are upset about something. I know for a fact that the phone did not ring for three hours because when calling Bell, if there isn't a rep available to answer, the call is put into the queue for the next available rep and either a message is repeated or music is played. Frustration does happen with all companies unfortunately, but people must realize that yelling, swearing and hurling personal insults at the person on the other end of the phone is unacceptable. Imagine if that was your wife or mother, how would you feel knowing that someone was calling her a bad name and asking if she has any brains in her head? Think about that the next time you pick up your phone to complain about something.
Posted by john petch | January 18, 2009 - 11:32pm
I am deaf, & I depend on close caption for all my programs.My complaint is many programs are not brodcast with caption,or poorly programed as such that you can not read them. This is the same as a program brodcast with no sound
Posted by Anonymous | November 4, 2008 - 4:07pm
as the kids move on they are not getting land lines its all cell phones now and bell is inventing knew scames left and right till the same bill is different each mounth if u try to call your call goes to india and all they want is your credit card like id tell them my number if i had a card . try 310 bell and get the robot emily u will be spun in circles till your so frustrated u hang up and thats what they want its leagle fraud.
Posted by ken ferguson | November 4, 2008 - 3:53pm
i have had no sevice 4 over a mounth and a half and i keep getting bills 4 more money please contact me so we can resolve this. email only as im at the library cause i have no service after 20 years as a customer no phone tv or pc. are the late charges leagle bell was just in court 4 that took 5 years but the guy one his case. ken ferguson 1051 belfry was 5249855 sudbury ontario
Posted by Anonymous | October 10, 2008 - 6:36am
Bell is just talk and no action. For over 4 weeks now I have been having issues. I set up a move, no problem. I tried adding an HD to it and you would have thought I asked for the moon. No one could figure out how to add to my move at ExpressVu, after 3 weeks of frustrartion because they kept wanting to install it at my new home, 2 weeks before we moved in, I asked for them to install it at my current address. They said no because I have a move order in 4 weeks. Please understand I already have Express vu, all that was required was for them to brimg me a Rental HD Receiver as they wont allow you to pick it up in store. I also have wireless, internet and home phone.
So I cancel everything and try and just last week. They actually cancelled my date I requested and changed it to one week later without advising me. I found out via email. Customer Service - thats a joke - they are all overseas and only read from scripts, no more. I questioned them on their next day installation guaranteed commercial and they say its full..for the next 8 days. False advertising as far as I am concerned. Time to move to a different company.
Posted by DONE WITH BELL | September 13, 2008 - 11:23am
Once I figure out how to get a different reliable supplier of phone service, I am immediately switching. Sept 12th - my phone does not work and called 611 by 8am. Ensured by 3 ppl that tech would be at home by 5pm that day. After 5pm told by another rep by 7pm, promised. By 7:15 I was guaranteed my line would be working by 9pm, a personal promise by one of the csr's. When I called on the 13th at 7am , I asked why the promise was not kept. I was just told a tech would be at the home between 8 and 5 today. We're still waiting...without a phone.
Posted by Anonymous | September 12, 2008 - 12:38am
I dont think the improved call center works at all, last Friday after unsucessfully attempting to hook up bells wireless internet, and being prompted to call their customer service by the installation program, I tried three different calls of which none were answered, all told I let their phone ring for over three hours and no answer
Posted by Anonymous | September 12, 2008 - 12:38am
I dont think the improved call center works at all, last Friday after unsucessfully attempting to hook up bells wireless internet, and being prompted to call their customer service by the installation program, I tried three different calls of which none were answered, all told I let their phone ring for over three hours and no answer
SHARE
WITH:
Comments (9) | Post a comment