Disappointed in bell, Cancellng after 15+ years of business.
Links: home · search · speed test · login · more ·
Links: Reply New Topic
Forums » Canadian » Bell Canada » Disappointed in bell, Cancellng after 15+ years of business.
anon @ 30th Aug 03:35PM:
Disappointed in bell, Cancellng after 15+ years of business.
Hi,
I just want to say that I've been a bell customer since I moved to Canada in 1990. I have had their landline service until recently when i switched to homephone. 2 years ago, I got fed-up with rogers and decided to give bell dsl a try. Bell was great up until a couple of months ago when my line stats dropped exponentially.
A month ago, I found that I got d/cs very often and most of the time, randomly. I did some googling and found that it was symptom of a low SNR. I recorded the line stats for a few days and posted it up on this forum. Seeing that other also agreed that my line stats was horrible (5 or less) and no further help could be given, I decided to check the stats at the DEMARC. After opening up the demarc, i found that the lines has had heavy weather damage and were rusted.
I immediately called bell support and went through all the crap lvl 1 technicians could do. Reboot, router, etc. I knew nothing was wrong with my set-up because bell had worked flawlessly for year before. After escalating to a lvl2 technician whom was very helpful, a ticket was issued for a line check. A technician was suppose to come and check my physical line for damage and possible causes for the low SNR. My profile was dropped to increase the SNR. After waiting for a week, and without any change, i called bell again (today). The lvl 1 technician was like the rest and told me to do a speedtest. I got 300kb/s. She said the speed was absolutely fine. My mood immediately changed and i was very disappointed. I told her that 300kb/s is half the speed of the 5mb profile. She insisted that nothing could be done and the speed was normal. I told her i wanted to speak to the manager. After 10 minutes of waiting, she told me that the manager was busy with other customers and could not attend my call. She then told me to reset the modem, and i did. I told her that i wanted to talk to a lvl 2 technician and she reluctantly transferred me to a lvl2 technician, whom is which is helping me atm.
Bell has disappointed me for the last time and i will find a new ISP provider.
reply
Don Brunette @ 30th Aug 03:53PM:
Re: Disappointed in bell, Cancellng after 15+ years of business.
Good afternoon Markham. My name is Don Brunette, General Manager for Bell Sympatico. I am truly sorry that you are disappointed with the level of service that you are receiving. I ask that you allow me to regain your trust - please email me at donat.brunette@bell.ca and I will have one of our senior technicians assist you.
Sincerely,
Don
reply
anon @ 30th Aug 06:59PM:
Re: Disappointed in bell, Cancellng after 15+ years of business.
yes my friend, they continue to dissapoint their customers and whats even funnier is that even their (supposedly) general managers response is scripted. just read couple of his messages and you will see.. anyway... at least some people at bell are trying to help, and thats what counts...
kisses,
mike.
reply
Glen1 @ 30th Aug 09:58PM:
Re: Disappointed in bell, Cancellng after 15+ years of business.
This person, "Don" is the "real deal"...he is who he says he is. Take my word for it as a member on here for a long time.
--
My Canada includes Quebec.
reply
clee @ 31st Aug 01:06AM:
Re: Disappointed in bell, Cancellng after 15+ years of business.
Well, nobody really cares, since Sympatico has dropped into the pit of hell already. Move to TSI.
reply
chrispi5 @ 31st Aug 01:06AM:
Re: Disappointed in bell, Cancellng after 15+ years of business.
He WILL arrange for your issue to be dealt with, and you will have an answer... The correct one, good or bad.
Scripted answer or not...if you had a billion e-mails crossing your desk, that had to be answered quickly yet still have a personal touch... What would you do? He did at least take the time to register with his true name and read the posts... Have you YJTYJYTJYT?
--
‘The only thing necessary for the triumph of evil is for good men to do nothing.’
-Edmund Burke
reply
bryanviper @ 31st Aug 10:06AM:
Re: Disappointed in bell, Cancellng after 15+ years of business.
said by clee :
Well, nobody really cares, since Sympatico has dropped into the pit of hell already. Move to TSI.
I agree.
The only way they are going to learn and bring back tech support to Canada where it should be is after they lose Clients & Money.
{moderated}
--
Computer: AMD AthlonXP 2800, 1GB, Seagate 500gb 7200rpm 16mb cache, ati All-In-Wonder X800 XT, 5mb DSL
»www.MaximumRepair.ca
reply
pressman @ 31st Aug 02:33PM:
Re: Disappointed in bell, Cancellng after 15+ years of business.
its sad that this is what the bell customers have to go through and put with just to get proper service.
i hope that guy canceled
reply
anon @ 2nd Sep 07:07PM:
Re: Disappointed in bell, Cancellng after 15+ years of business.
you are right pressman.
at sympatico
you have to be really upset/pissed/ready to cancel to be able to get the chance to speak to a competent tech support person.
proper tech support is only a luxury with bell... if you are a regular customer who pays good money to bell, everymonth...you will go to a robot(underpaid and overworked person) who will try and follow a couple of badly made scripts/quick fixes and try to sell you s hit.
don brunette seems to be replacing the "email to kevin crull" solution nowadays.. but still, this is far from good service/management/support. bell is a really bad managed company. and im very sorry to see this...
-i am a share holder of bell and i know how much it costs to provide good(im not saying engineers, but hardworking/competent tech support agents) customer service VS crap script reading agents .. and its not that much... i just cant believe the management is chosing to save a couple of bucks by providing cheaper customer service and not seeing the real cost, upset customers who will soon be the competitors' customers. believe me, acceptable customer service doesnt cost that much in canada.. thats why dell and many other companies have chosen and will chose canada to provide support services..
anyway, im happy that im in the us and dont have to deal with bell as my ISP:)
and i dont know how long im going to be a share holder.. i will probably sell all the junk after the sale has been completed and the new company shows what their intentions are.... suck the value out of bell or bring it back to life..
wow .. that felt good:)
reply
Nordviking @ 2nd Sep 08:28PM:
Re: Disappointed in bell, Cancellng after 15+ years of business.
This is what Bell needs to seriously overhaul. Tech Support is crucial to maintaining the customer base. There is a large gap from what is on the end of 310-BELL and the senior technical level in terms of problem resolution on a more serious level. Basically i found them very professional in that retrospect. Where as through the normal channels i was just disgusted at how little they know their job on the technical level. Or even how to get such calls transferred properly to those who 'know' and can verbally communicate their job properly.
Companies like Bell...Dell they are no different, Dell's computer sales and support are also sent right to India. All the big players are doing this now, either in support or manufacturing sectors. In the end quality control is lost. There is no 1st rate solution by sending these jobs to a 3rd world country as i see it.
reply
anon @ 2nd Sep 08:52PM:
Re: Disappointed in bell, Cancellng after 15+ years of business.
The real problem is bell's infrastructure is shot. There would be no need for any support if their infrastucture was upgraded like in other countries.
reply
sbrook @ 2nd Sep 09:23PM:
Re: Disappointed in bell, Cancellng after 15+ years of business.
It's easy to knock Bell, but this problem is not just Bell.
Go into the US into any neighbourhood older than 1970 and you'll find lots of issues. Go into new development and you'll often find remotes that can't cope with dialup any faster than 26.4 kbps never mind DSL because they are continuing to install fibre equipment that was purchased 10 years ago.
Most countries' phone lines are NOT up to carrying DSL very far at all. The UK is no exception - old phone lines and equipment. Even in modern areas, it's a problem because BT went and installed "carrier phone" which was almost a competitor of cable telephone, so they wouldn't have to run individual copper lines. Most of Europe is similar, although they worked at installing ISDN into commercial premises a long time ago because they saw the future there. The advantage is that there is better quality cabling in place for that ... but don't count on DSL.
There are places that went to town on installing broadband because comparatively speaking, it was easy due to things like high population densities ... like Korea and Japan.
Bell's infrastructure is no worse than many other telcos.
R
reply
anon @ 3rd Sep 12:40AM:
Re: Disappointed in bell, Cancellng after 15+ years of business.
what happened to bell! its absolutely awful. Years ago i praised the customer service at bell. everytime I called I spoke with someone who was knowledgeable and did not have scripted responses. i am continually being disconnected from my dsl connection and at times it takes a solid 10 mins for my homepage to load. For years I had no problems with sympatico but for the past year it has been crap.I understand there will always be tech problems but those are the times you want outstanding customer service. i cannot tell you how much i detest the scripted responses and everytime at the end of it, its the same solution..we will send u a new modem and the problem will be fixed! I want to pull my hair out. i hate to switch but ive had it. I figure i haev nothing to lose by switching to cable. it CanT be worse than bell.
reply
Don Brunette @ 3rd Sep 08:25AM:
Re: Disappointed in bell, Cancellng after 15+ years of business.
Good morning anon111. My name is Don Brunette, General Manager for Bell Sympatico. I am truly sorry that you are experiencing disconnections and slow speeds. I would like to help - please email me at donat.brunette@bell.ca and I will have one of our senior technicians assist you.
Sincerely,
Don
reply
Thank you for using lo-fi dslreports.com - report bugs
© 99-2009 silver matrix LLC