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Bell aims “to provide you with the best and fastest service in the country”
The ongoing battle of who is the most reliable has taken a backseat, mainly due to the carriers suing each other of misrepresenting the public. Next up are the Service claims. Bell has long been targeting to capture the number one spot in the country and they have launched a dedicated site for us to truly see how Bell customer service really operates.
Back in July of 2008 Bell CEO & President George Cope completely changed the look and feel of the company. You might remember his “100-day plan” that had 5 key objectives: Improve Customer Service, Accelerate Wireless, Leverage Wireline Momentum, Invest in Broadband Networks & Services, and Achieve a Competitive Cost Structure. Cope said “Bell’s goal is clear: to be recognized by customers as Canada’s leading communications company. I look forward to leading a unified, re-energized organization focused on attaining that goal by delivering a better customer experience at every level”.
Time has passed and Bell re-branded the company with the simple new logo that stresses “Today just got Better”. They just came off a record Q4 2009 with 523,000 new subscribers (11.3% increase) and raised their total customer base to 6,833,000. Record results, new HSPA network, higher profits… according to the dedicated site Bell states “Welcome to better service. At Bell we are committed to providing exceptional customer care to you, our customer… We believe every time you come into contact with the Bell name, we can and should build your trust.”
For those Bell customers out there, or potential Bell customers… Is it on track to provide you with the “best and fastest service in the country”?
Discussion
13 comments for “Bell aims “to provide you with the best and fastest service in the country””
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How about just using all this promotional money to reduce the incredibly high costs of your service and lengths of service contracts? Mobile phone usage/subscribers are going to increase no matter what, it’s an extremely fast evolving market – this is clearly demonstrated by an increase to EVERYONES subscriber base.
This has nothing to do with your service and everything to do with everyone just getting cell phones. Stop kidding yourself. Look at the world stats for carriers, our country, the most expensive longest running contracts. Stop trying to fool the public.
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Insane price and price increases, throttling of Sympatico DSL and third party providers’s DSL service, throttling of their HSPA network, blocking of PPTP VPN connections on the HSPA network, Caps on their own DSL service and forced caps to come on the third party providers, refusal to allow higher speeds than 5Mbps to third party providers even though the CRTC mandated them to it, cherry picking deployment of their “fibe” FTTN network to rich neighbourhoods, miserable caps on their wireless netowrk, complete obliteration of Look Inc and further misuse of the 25Mhz of premium spectrum acquired from Look, abysmal customer service and absolutely STUPID billing errors every month makes Bell the but hole of every telecom joke in this country. There is NOTHING that can justify being with them other than lack of competition.
Bell should be nationalized or broken up as soon as possible. The sooner this happens, the better this country will be.
Adi
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What about the recent Harvard study showing that Canada is late in Internet services (speed & bandwidth & price)?
Bell is always comparing against other Canadian ISP (is market competitors).
Bell should compare against the best ISPs in the world if they are proud to be Canadian and they want their country to be among the best.
(PS: I’m not Canadian
and I’m proud that the country where I was born is one of the five countries leading the Internet services “worldwide market” in speed & bandwidth & price.)
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Well put “Penderson..
This is truly non-sense. I love the fact that they have ad’s running throughout the Olympics with a promise that’s along the lines of “we hired more staff to better serve your needs” tell that to the thousands of people laid off over the past 18 months from Bell.
The other argument about fastest, biggest, best, most reliable are all BS.
There are so many variables involved in an individuals experience of a specific network, with a specific phone, in multiple different scenarios through out an average day of use, that one carrier can make that large a claim and substantiate it.
with the realization of a true ubiquitous technology (more or less) of HSPA data and the truth growth to 4G on the way…all things are equal (pending the maturity of networks to catch up of course) The hardware gap and available has pretty much shrunk, the only true fighting grounds is price. no matter how much you shove “quality vs quantity” down the Canadian consumers throat…the will always choose value over performance…very few catalyst can change that…hello google *wink – -
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I live in small town Alberta and Bell provides very good cell coverage. I have minimal call drops and good internet access from my phone. I think of when I moved out of Calgary to small town nowhere and what options I had – we are so much further.
While the Harvard study claims to compare Canada with peer groups I disagree because of Canada’s physical size and population density. Really – compare us with Japan and Korea? We don’t even have any comparable city sizes. It’s easy to provide infrastructure for cheap fast internet when you can rely on 5 to 10% of the population providing enough money to service the area and everything else is gravy.
Canadian access needs work, no doubt about it. Wind, Mobilicity etc should be required to service a percentage of rural area in order to provide service in cities at their city prices.
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HSPA service ends at Alberta/Sask border both Bell/Telus should have there own towers like Rogers instead of waiting for Sasktel/Mts to get there acts togther.
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cant wait for google to buy Bell
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I forget to add MTS is using Rogers to buildout there HSPA,MTS costomers will roam on Rogers when compleated.Bell/Telus will have to build there own towers in Manitoba this could take up to 10 years.Truly Bell/Telus donot have Canada wide HSPA coverage.
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@Larry, with MTS I totally agree as they have no roaming agreement (beyond Voice coverage) with MTS. And supposedly we will see towers pop up in Manitoba from Bell/Telus. As far as the situation with SaskTel goes, though, there’s good reason why they aren’t doing this. They have an on-going agreement with SaskTel to not only roam on their network(s), but to also help them in the building of the new HSPA network within Saskatchewan.
So it’s coming. Patience eh?
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As if! I’m still waiting for them to fix my bill. It’s only been a month. I cancelled my service and do you think they’ve done anything to keep me? my bill is still eff’d up. I hate you bell! Bell when you fix up my bill, I will be pleasantly surprised!
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Yeah Bell blows, they’re customer service is hit or miss and their billing system is abysmal. I’ve had billing errors for the last 4 months and every time I call I’m told it will be fixed on my next bill and it still hasn’t been. Someone is going to get an earful tomorrow.
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Which country? India where they send all their customer calls? HAH!
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I was planning to move my Cable TV and Internet from Rogers, I spoke to a CSR name Tyler, he gave me an excellent price for combining all my 3 service with Bell,(home phone, TV, and Internet) one day before the installation I called back to check the price and Bell said we do not have any such rates, so I had to cancel the installation and stay with Rogers, so I escalated to the executive team who said they cannot do anything and will just coach the rep. After 15 days I got a letter about some promotion, so I called again and spoke to another rep from the winback team, she also quoted me a price higher then the first one, yet I agreed for it also told her to put all the notes what she discuss, again one day before the installation I called to verify the cost and again the same thing happen they said we do not have any such prices, so I had to cancel my installation again. I am happy staying with Rogers now, Bell used to have one of the Best Customer service but not now
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