Toronto Star: Bell assingns cell number of former SP agency to 11 year old girl.

[yard]

I had a co-worker who had a number assigned from a drug dealer. She was getting crazy calls at all hours of the day & night. Of course she got the number changed. She estimated that based on the number of call she got in that short time she had the number, extrapolated over a couple of months she could have made close to $25K+ just on the calls alone

 

[curious newbee]

Bell & customer service don't belong in the same sentence....unless you add the word 'no' in front of customer service. The front line customer service reps you deal with are useless. The follow a script that's given to them and can't think for themselves...they have no idea about the customer service concepts. The next level managers from them are the same way. The only way you get any results is to escalate way above them and raise some hell. The issue listed in the story about this 11 year old's phone number should have been that Bell should have immediately changed the number. The manager now saying that they are talking to the original rep about not having handled this properly is nothing more then PR. If you expect customer service from Bell, skip the front line CSR, and their managers....you need to go above to get any type of resolution.

 

[Blue-Spheroid]

If Bell is a well run company that CSM is out of a job.

But it's Bell; so he probably got promoted.

 

[Blue-Spheroid]

A little tidbit piece of information for everyone, for every call that a call centre receives (even if it's 5 minutes), the cost for the company is roughly between $12-15 dollars.

Actually, that's not really true. Call centres calculate their cost per call based on the overall cost of running the centre (equipment, rent, communications, staff salaries, etc.) and dividing by the number of calls handled. A handful of extra calls from any one customer does not actually affect their expenses (especially at Bell where they don't have actual service levels to worry about).

Another piece of info, NEVER accept free minutes to settle anything, it doesn't cost them a penny to give away free minutes

I don't agree with this either. True, it does not actually cost the telco to give away minutes but it DOES cost YOU to use the minutes. So even if it's free to the Telco, it has real value to you and, depending on what type of plan you have, you can benefit from receiving free time.

 

[Aardvark154]

As others have said, the initial phone number assignment was one thing, but the follow up attitude is inexusable.

One thousand percent the case!

 

[S.C. Joe]

Just aside from the story, a 11 yr. old child having a cell phone. Sounds a little odd for parents to hand over this privilege at such an early time in one's life. Maybe its a new trend in this digital age.

I had my own bicycle at age 5 and by 11 I was running around my town. Pay phones are hard to find today, now a smart phone might be too much but a basic phone by age 10 seems ok to me/

 

[S.C. Joe]

Just think, if you gave 10 civilian ladies that phone number, say around 25--30 years old, i wounder how many might chat and maybe meet for coffee with a few guys and then to a motel to talk business, ha ha

At least one lady out of ten might, guys always calling and they got no idea who she is, the lady could be the only preson to know-well plus the lucky guys--if she good, lol. She might hang up or yell at 99% of them but when a gentlemen calls

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This is almost a crime what Bell did. We got all these tougher laws for crimes against kids or near schools, yet Bell did nothing criminal here. Yeah right, now all of her friends will know what "a half hour call" is.

How lovely, age 11 and they know how what the going rate is.

This is why some say legal hooking hurts the kids. Sex should be for love not money--or so the current thinking says.

 

[Blue-Spheroid]

Please. Sex is way too much fun to only have with people you love.

 

[GameBoy27]

I've had both Bell and Rogers for TV and phone service over the years and problems with both, as most do. However, Bell takes the cake when it comes to complete incompetence.

I recently got back from a trip to Europe. I purchased a data package from Rogers before I left. For some reason I had all sorts of trouble, had to communicate by text and ended up with a $400 bill when I got back. One call to Rogers and they said "No problem, we'll issue a credit for that." Amazing!

Bell Is the Worst!!!