/*Hey Bruce:*/
Ask the account rep to produce the contract that was "supposedly" signed.
If they say it was verbal, then ask them to forward you a "call recording".
Start by saying what we say, "Is our call being recorded?" -- and always
the Bell rep will say "Yes".
We then respond by saying, "Excellent -- so I believe you will be fair
and professional with our requests".
The Bell reps almost always will say, "Its my job to provide you
excellent customer service... how may I help you", and then you have the
"courtesy" leverage.
In 100% of our cases - we gave them reasonable time frame of 30 days to
discontinue a service -- to bring forth the phantom contract when we are
told that "we" had a contract.
Usually the bell rep backs off after we've challenged them to produce
the proof.
Bell does not have the time to go to court (unless its considerable
amount). They know better.
Most business reps. of Bell are based out of Canada, and are reasonable
people. As long as we are dealing with a local Canadian rep. - they
tend to be reasonable and they take note of the cancellation request and
execute it professionally.
Problem arises when a call is dispatched to their Philippines call
centre - which is where the mess starts - because the agents in
Philippines have less leverage than the reps located in Canada.
My 7+ years dealing with porting out numbers from Bell - has proved that
there is little to zero interaction between different departments.
Almost as if the organization is in "auto pilot".
Ticket numbers from one department is not viewable by others.
Sometimes the ticket numbers just disappeared.
Cheers!
Reza.
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*
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Bruce N wrote the following on 8/16/2012 6:18 PM:
Hi Everyone,
Anyone can share their story about Bell's auto-renewal contracts? They
usually send a notice on bills to customers telling them they have 30 days
to call or else their contract will be renewed (a contract which was never
signed in first place). This of course doesn't stand in courts and Bell
backs off after some time. But what is the quickest way to get away from
less knowledgeable reps?
Any feed is appreciated.
- Bruce
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