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worst CSR experience

U

Uzo

Member
Jul 30, 2002
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After almost 8 years of $100+/mth, with Bell as a phone i use only 3 months out of the year, and never complained about it for that matter, I must post today that I have dealt with the WORST CSR in my life.

Bell has lost a customer today. Its sad that such a big company as people on the front lines that are rude enough to tell you off when they thought the phone was on mute I guess.

If ANY other rep from Bell is on here, all I ask is:

-do you guys really record all calls?
-what number can I escalate my query to?


Its unfortunate that a Bell rep decided to pick a fight with me today because I have yet to back down from a problem. All I want is the above two questions answered from a person that knows Bell Mobility issues and how to get them resolved.

Merry Christmas "new" Bell...my money is going elsewhere and I will never recommend your POS company again with your ignorant reps. Its true, one bad apple can "f" up the entire business relationship. Its evident that Bell is not concerned about retaining any business during hard times with other customers are cutting back.
 
I'm happy to report that Bell gets none of my money now.

For phone I use a Rogers cell.

For internet I use Roger's portable internet.

For TV I use FTA.

I will never deal with Bell again.
 
You may be disappointed with the service you get with other companies as well. I used use Rogers, had a problem with them in regards to customer service, then went to Bell...same thing...I'm back at Rogers again. Anyways, same crap different pile in terms of the service. It's a hit or miss on who you get on the phone. For the call centres, they generally record all calls and make sure you know who you spoke to, and the time. They should be able to pull the digital recording. As for escalating your query, ask for a manager, and ask the person specifically what their position is because in my experience some of these ppl lie about their position or say something like "I'm managerial level" what ever the hell that means!! Good luck!!
 
^thanks. I asked for a supervisor and the CSR hung up on me. When went through the maze again to get to a rep I got another person who sorted the problem out but I had already opted to cancel. He offered credit my account 6 months but its not what I wanted. He said he put a "call back" for me to get a person to call but I doubt that. I will be getting this sorted out even if it costs more. When a person that works for Bell thinks they have the phone on mute and you can hear them insulting your name because its not a "smith" - which I think is racist, then on top using other words that I'm sure are not business related...it calls for action...when I confronted the CSR about her comments, her answer was "your hearing things"...then when I said no I know what I heard...she said "are you done talking?"...instead of going further I asked for a supervisor and she didnt say anything and just hung up. Glad Bell only hires the best of the high school drop outs eh?
 
Alot has changed since I use to work for Bell and other call centres. it seems to me that the agents are getting worst, make me wonder about the hiring proccess.

It gets to the point where if you do not like who you are talking to hung up until you get someone you do. that is what I am doing now.

and with the whole Ip routing a call centre you never really know where they are located.. YES they do record calls and each month when the agents are evalutated they look them up for random calls not every call is evaluated.

So the QA agent might just pick the top 4 best calls and the agents gets away wtih being ok because of the good calls that have been picked.
 
Rogers isn't any better. CSR's in general are low paid, under educated, stay at home Mom's and they don't care about customer retention. Sorry to generalize but for the most part this is true. So don't expect miracles when dealing with them. Just ask to speak to the supervisor on duty. He usually has at least grade 12.
 
My last experience w/ Bell was for their Internet service for business... (AIBN). We moved our office to a new larger unit in the same building. Nothing changed from our previous location except the physical space where we residing in... Well I spent the better part of an hour with a CSR (from a call centre in INDIA I suspect) trying to convince them that we haven't changed our service- just the physical LOCATION. It likely would have been MUCH easier if we could have understood each other! Although we WERE both speaking English to each other neither of us could understand the other due to dialect issue and accents! Talk about frustrating!:mad:
 
Hey Uzo, as others have said, don't expect much better service from ANY provider. They are all the same.

Now the ones at Virgin mobile at least try to be perky, but they really can't help. I use a pay as you go cellphone and was down to just a few minutes so I bought a $50.00 top up card. When I went to enter the number the system was down. So I called to load the card manually. The CSR said their updating server was down. So I said, I bet your billing server is still up though? What do I do when I run out of minutes? Sorry....they said. I then said "least you could do is credit me 30 minutes so I can at least use my phone. No, sorry, we can't do that....GRRRRR
 
Uzo said:
After almost 8 years of $100+/mth, with Bell as a phone i use only 3 months out of the year, and never complained about it for that matter, I must post today that I have dealt with the WORST CSR in my life.

Bell has lost a customer today. Its sad that such a big company as people on the front lines that are rude enough to tell you off when they thought the phone was on mute I guess.

If ANY other rep from Bell is on here, all I ask is:

-do you guys really record all calls?
-what number can I escalate my query to?


Its unfortunate that a Bell rep decided to pick a fight with me today because I have yet to back down from a problem. All I want is the above two questions answered from a person that knows Bell Mobility issues and how to get them resolved.

Merry Christmas "new" Bell...my money is going elsewhere and I will never recommend your POS company again with your ignorant reps. Its true, one bad apple can "f" up the entire business relationship. Its evident that Bell is not concerned about retaining any business during hard times with other customers are cutting back.
Click to expand...
i say fuck BELL..2001 i changed to telus for my phone fax for business...never an issue ..i am hoping they are going to give me an incentive to combine my cell and land line with them.... not sure if their DSL is any good.. Bell's pissed me way way too much with their DSL ..Cable is my friend
 
I don't think any of the service providers in the phone business are better than the orthers. I had enough of Rogers, and switched to Bell. Actually, they have been fine on service, but I realize that is a fluke.
 
danmand said:
I don't think any of the service providers in the phone business are better than the orthers.===
Click to expand...

all of them are the same,,,,,was with Rogers abt 4 years ago and was so pissed with their CS that I broke a contract and went to Fido(at least it was a good move...considering the original city fido is no longer avaialable).....was with Bell for the biz and home lines and have said good by to them too....now I use some VOIP service who doesnt even bother sending invoices!!

was speaking to a CSR with Fido recently and I think he probably had a degree in rudeness!!! and wouldnt agree to what I was saying...I just asked for a supervisor and was told "no supervisor is taking any calls right now as they are all busy" my only option was to ask for a supervisor to call me back in 24hrs...I said ok....disconnected the line and called right back...got a differant CSR online this time and asked for a supervisor....luckily the supervisor had better people skills and the issue was quickly resolved to my satisfaction....

so ALL of them are the same....

:(
 
Uzo said:
After almost 8 years of $100+/mth, with Bell as a phone i use only 3 months out of the year, and never complained about it for that matter, I must post today that I have dealt with the WORST CSR in my life.

Bell has lost a customer today. Its sad that such a big company as people on the front lines that are rude enough to tell you off when they thought the phone was on mute I guess.

If ANY other rep from Bell is on here, all I ask is:

-do you guys really record all calls?
-what number can I escalate my query to?


Its unfortunate that a Bell rep decided to pick a fight with me today because I have yet to back down from a problem. All I want is the above two questions answered from a person that knows Bell Mobility issues and how to get them resolved.

Merry Christmas "new" Bell...my money is going elsewhere and I will never recommend your POS company again with your ignorant reps. Its true, one bad apple can "f" up the entire business relationship. Its evident that Bell is not concerned about retaining any business during hard times with other customers are cutting back.
Click to expand...
I had the same experience with Bell........four years ago. First off the guy had a very thick french accent so I had to listen closely to understand. Then he told me I was wrong my high speed internet was working just fine according to their side. I said no I've done a speed test and its not even at DSL speed. I said I've had this same problem in the past it had something to do with the Bell phone line to which he replied in an aggressive manner are you trying to tell me how to do my job? I got my back up and said listen asshole I want your supervisor right now. Supervisor came on first thing I said is I hope you record your calls because once you hear how your rep spoke to me his ass is fired. Sure enough it was a phone line issue and Bell replaced the line a week later. Too late I replaced my satellite/internet/phone with Rogers and haven't looked back.

Go to hell Bell!
 
I've boycotted Bell AND Rogers a long time ago over customer service issues as well.

For the last 5 years, I've been with Telus for my cell, and so far, I've had only good customer service experience with them. Actually, surprisingly good service I should add.
 
Kaitlyn and I use Rogers for cable, internet, and cell phones and its been awful. I've called them every week for the last months to try and fix mistakes that they had made. I went into the store at the Eaton centre (a Rogers plus) and had a CSR make comments about redheads in bed and ogle my breasts (I had a sweater on but it was tight).

If we're all having CSR problems is there a TV/internet alternative to Rogers? I'd love to deny them my business.
 
Hiding said:
Kaitlyn and I use Rogers for cable, internet, and cell phones and its been awful.
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All my friends use Rogers for cable, internet and cell and to a man they all say Rogers is great. I use Rogers for cable and they shipped me a free digital box for 6 months. Becky, you and Kaitlyn need to be more charming when you call Rogers, especially if a male answers.
 
Rockslinger said:
All my friends use Rogers for cable, internet and cell and to a man they all say Rogers is great. I use Rogers for cable and they shipped me a free digital box for 6 months. Becky, you and Kaitlyn need to be more charming when you call Rogers, especially if a male answers.
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I think we're really friendly! To be fair all the CSRs over the phone have been fantastic, its just technical errors with our billing that I'm calling to sort out.

Going in directly to pay our bill, however, the representative told me that 'redheads were feisty in bed' and especially ones with 'knockers like those' while I was waiting in line, on top of STARING. I don't look like my profession at all, and I wasn't dressed provocatively in the slightest (actually I was all yucky and in sweats).

Yes, I called after and made a complaint: essentially its my word against his. I'm paying online now.
 
Hiding said:
Going in directly to pay our bill
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I thought you are in "hiding". You mean you were actually spotted out in public? That rep needs to be careful what he says and do because everything is sexual harrassment nowadays.
 
Rockslinger said:
I thought you are in "hiding". You mean you were actually spotted out in public? That rep needs to be careful what he says and do because everything is sexual harrassment nowadays.
Click to expand...

Okay, I choose a lame handle and I should get the mods to change it, I know... That definitely was both sexual and harassment, but I do agree that way too many things get interpreted that way.
 
From my experience you will not find Rogers any better
It is a nightmare trying to straighten out any billing issues.
There are a lot of billing issues. Take a close look at your bill , you may find charges for services you did not request or use
 
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