Reviewed on Saturday July 7, 2012 by D., Canada
Bell is a giant and they know it and treat customers as such. They don't care if you quit them or have a problem. Loads of other fish to fry. They essentially say OK, give us 30 days notice and pay your penalty. See ya bye. That's how little they care.
But first in order to talk to Bell you will sit on hold for ages, my phone has dropped the call, or the CSR has managed to hang up on me. Frustrating. And for all that it nets you nothing. I don't even know why they have CSRs a talking computer could deliver the information they offer.
Talking to "Client Solutions", the supposed customer retention department, is of absolutely no value. They don't do anything to "retain" you as a customer.
Shortly after I signed up with Bell I lost my phone and got a "you have to pay the contract and no we don't have any phones to offer you, try craigslist". I bought a new phone which promptly needed service. Luckily I still had my old phone, so I got them to activate it again (at a $15 charge of course, they don't do anything that might demonstrate and show of good faith to their customers), and put the data on hold. When my blackberry was fixed I called to reinstate my data and was told my plan didn't exist anymore after 6 weeks! I had to fight to get it back, and get this, it still existed, only they just wanted me to give up what I had for something more expensive. Really?
Bell doesn't care about its existing customers, and they are forever dangling carrots to attract new "customers" while treat the existing with disdain. Take the case of upgrading hardware. In this day and age, it should be a given. Offer this to your customers without a fight. Make it so your customers get the message they want you to be loyal and make it attractive and appealing. It used to be an upgrade was offered earlier on in a contract. You didn't get off scott free or anything, you had to renew your contract again from that point, so it really wasn't an upgrade as much as it was an early renewal. Over the past few years that time has gotten further and further into the contract to the point it is now 6 months from the end of contract. The penalty to renew early is $195 + a $35 admin fee, which is almost the same cost as simply buying out the remaining contract.
Bell also doesn't care that even companies like Telus (who used to be infamously nasty to deal with) are offering perks like phone upgrades, and credit for trade-ins, loss protection; even small things like calendars. It all adds up to something; a demonstration of deference to the customer. Bell is forever blowing its horn about its network blahblahblah, which is important because we want our phones to work, but how about treating your customers like you want they to continue to be loyal, renew their contracts and experience that technology you are talking about?
But in the end, with only 3 providers in the marketplace, for all intents and purposes, how does one avoid the callous disregard of a monolithic company that has a stranglehold on the marketplace?
Solo, Fido, Wind, Mobilicity all have drawbacks and issues so they don't exactly offer a viable alternative.