******* Customer Stories!

[Meadus101]

So, Since we get blamed for everyone under the sun and are second cl*** citizens by most consumer standards, lets hear about those *******s you get to deal with on a daily basis!


I'll start with a guy having an issue with his phone, we were out of HSPA loaners and he said i had to give him one even if i had to pull it off the shelf, telling me to "Call Bell and Ask em" and he wasn't too impressed when I said, "Sir, this IS Bell. We're a corporate Store, and that is the corporate store policy."

Then he refused to pay the 25 dollar fee when he wasn't an SPC client, and complained about leaving a deposit of 125 for a standard phone. He called Customer Service and they told em that the fee was legit, and he said "You're going to credit me that 25 dollars on my account" When the rep said he couldn't do it he said " No, I'm telling you what you're going to do, you're going to credit it on my account" and went on with his high and mighty bull****.

Needless to say he was pissed when he left (even though I forgot to charge the 25 dollar fee.) and i can't wait until he comes back to get his phone so i can charge em for it then. This guy was just a ****. I pity his 2 kids he had with him.

[AbsoluteDark]

So, Since we get blamed for everyone under the sun and are second cl*** citizens by most consumer standards, lets hear about those *******s you get to deal with on a daily basis!


I'll start with a guy having an issue with his phone, we were out of HSPA loaners and he said i had to give him one even if i had to pull it off the shelf, telling me to "Call Bell and Ask em" and he wasn't too impressed when I said, "Sir, this IS Bell. We're a corporate Store, and that is the corporate store policy."

Then he refused to pay the 25 dollar fee when he wasn't an SPC client, and complained about leaving a deposit of 125 for a standard phone. He called Customer Service and they told em that the fee was legit, and he said "You're going to credit me that 25 dollars on my account" When the rep said he couldn't do it he said " No, I'm telling you what you're going to do, you're going to credit it on my account" and went on with his high and mighty bull****.

Needless to say he was pissed when he left (even though I forgot to charge the 25 dollar fee.) and i can't wait until he comes back to get his phone so i can charge em for it then. This guy was just a ****. I pity his 2 kids he had with him.

I can definitely understand your situation. I know that it's easy to say a lot of things to someone over the phone and you have to deal with a lot of things due to the fact that the company has really bad policy's and that's understandable. I know that there are a lot people who hate bell(myself included) I would try not to take it out on the rep.

If your a corp store you can bend policy and I know that because I have done it myself for others(I don't work for a Canadian phone company, but yes I am Canadian. I am not going to be working for them much longer to be honest, Monday I move a new job no reflection on the company at all, it's just this job pays me more...I still love phones more than ever! but it's a matter of pay and work load. I am swamped with work and under-appreciated where I am, I have a tendecy to ramble sorry)

Customers will want their way and if they have been given it in the past then they expect it to be done. A lot of customers don't care what you have to say and will continue to go along their distructive past. Do I hate CSR's? no, I don't have them as a general, do I hate one that works for bell that messed up my contract? YES. I hate her so much and refused to pay it, bell isn't doing anything and because she made so many mistakes they put my account in write off status as it was that long ago it was still called Aliant in Nova Scotia.

Anyways, I'm not even sure how a customer could treat someone like that face to face, I have a hard time doing it even when I know i'm right and their wrong. I know I'm right all the time at futureshop and the tech is wrong and just let him believe that s/he is wrong and don't correct them.

Anyways, the moral of the story is most people don't care about what you are, because if they go in with a bad attitude then you will always get the same back.

I don't work for bell and I just thought this was an interesting story so I figured I would weigh in on it. Hope you don't mind.

[Meadus101]

Don't mind at all! Not sure if there's a low number of bell employees on MS or if they just avoid this forum. either way, At least someone joined in on the conversation!


Also made a Customer cry yesterday because I couldn't put her phone back on her account without her showing ID. She started crying and screaming I was paid to rip people off.

I don't understand it sometimes. We have to ask for Photo ID for security reasons, It's a minor inconvenience but better that then having someone change around your plan and messing your account on you. Most people are glad we ask for it.

[krtho3]

I live in a remote community, and we only have a Bell corporate anywhere near us. We can't take phone for repair, as we're not a product assistance centre either. Because it's winter and the roads are closed, a customer once demanded that i fly her to Yellowknife to get a new phone because I couldn't send hers for repair, and I currently didn't have any loaners. She called me every name you could think of when I opened her phone and it was dripping with water, and I told her Bell wouldn't fix it anyway.
She complained to the manager that I was treating her unfairly - I still have my job, and she no longer has a cell phone account. :)
I think I won...lol

[Meadus101]

I gotta say, I have a great manager when it comes to customer issues. They'll back us up 100 percent. We're one of the Busiest stores in Alberta and we do the most repairs. For some reason we don't have a SPA Center, but we deal with repairs and a massive amount of crap from customers because they trash their phones and suddenly it's our problem.

The cool thing is, the Telus dealer is across the hall so a bunch of em call us names, scream "**** THIS I"M GOING TO TELUS" and walk across the hall. Then when the telus reps don't give them everything under the sun we see em back 5 minutes later.

I had a customer come in today and this is the 4th time i've seen her in the past week and a half. She opened an prepaid account with fake id, and then lost her fake. then she got mad that she couldn't make changes in store without ID. She got that handled and the account info changed, and then she showed up today and got mad at me cause her blackberry had run out of minutes, and wanted me to call customer service for her and give her free minutes and everything under the sun. So when I asked for her ID for security reasons, She got mad again.

I was in the middle of a Sale, speaking with a customer about a new activation when her boyfriend interjected in the conversation and asked me if I could help him. This happened to me 3 times today, I guess they were out in full force.

[MattyMattMatt]

I was in the middle of a Sale, speaking with a customer about a new activation when her boyfriend interjected in the conversation and asked me if I could help him. This happened to me 3 times today, I guess they were out in full force.I honestly think its surprising how often I am helping someone else and people just barge into the middle of it. Its ridiculous, actually. Yeah, I get it, you need help too, but come on, speak to one of the other reps. Ive not had any really bad experiences yet. Most people come back to talk to me specifically, so I guess Im doing a good job which in turn generates more customers. The only thing that annoys me and pretty much ll my customers is that caller ID is an additional cost, especially with the higher up plans, that should be included, its just stupid. I came from Europe, Ive never not had called ID and then here they pay to unblock it or something stupid.

[IvanJM]

Like Mat, some customers where I work will actually ignore or blow off other reps to wait for me. There are the odd few though. Had a very difficult situation with some one who expected me to cancel his contract because he didn't like how limited unlimited long distance is.

[Sweet_Ben]

The funniest thing that happened to me is when a customer walked in our store, asking us to activate his cellphone and being mad at us cause he previously spended 1 hours with Customer Service. Yeah, his phone was'nt expected to work anyway. It was printed ''Telus'' in big on the bottom.

[redignity]

I'm a bell customer, and I would hate to be a Bell employee. They have by far the worst policies. So I definitely feel sorry for you guys having to deal with customers who are frustrated because of the policies.

I dont agree with the 25$ fee for a loaner phone. Rogers doesn't have a fee for a loaner. And back when Bell phones didnt have a sim card, if you had a back up phone, they would charge you 25$ to activate that phone again so you can use it.

However, there is no point of arguing with the employees in the store as they have no power to credit anything or make changes to your bill.

[MattyMattMatt]

If you go to a source store, they won't charge for a loaner. Few stores have any though. Just a deposit you get back in full if the phone isn't damaged.

[chrisjabroni]

Haha $25 Loaner fee? That's cheap! At my location it's $35 for the loaner plus $250 security deposit (No matter what device you choose smartphone or mobile) Plus there are $20 charges for changing the rate plan or features or fab 5 or 10 list. We have a consulting fee, we have to charge for helping people set-up their email.

I'll admit some fee's are ridiculous, but only because a lot of the stuff is rather simple to do, if its not Google usually has the answer, and Bell.ca can (At times) be more convenient for switching features/rate plans.

[chrisjabroni]

I was in the middle of a Sale, speaking with a customer about a new activation when her boyfriend interjected in the conversation and asked me if I could help him. This happened to me 3 times today, I guess they were out in full force.

Ever notice it's like customer like that come in bus loads? If you get one, you get 20 :P

[urbnlgcy]

There aren't a ton of reps for a number of reasons. Bell and most other companies generally don't prefer employees talking about their jobs openly. There's also some lines where it's tough to say whether it's under NDA or general public information that you can blab about.

But it sounds like you guys have it pretty easy.

Just a comment comment about the repair procedure. I understand why Bell would make someone pay a deposit and a fee, but it's just not good customer service. Bell holds at least tens of thousands of dollars in deposits (which can generate interest). Give the customer a break for the fat margins you're making.

Anyways, my worst customer:
This limo taxi driver comes in and starts asking why Bell is routing his calls to his competitors. I asked him to elaborate. He explained that he used a yellowpages type service that routed calls to a select number of taxi drivers, with him included on the list. The number of calls he was getting seemed to be declining, so he assumed that Bell was maliciously hacking the service and delivering customers to his competitors.

I told him that Bell had nothing to do with the particular routing service and that they were certainly not doing such things. He then demanded to speak to George Cope. I basically told him that as the guy at the store in the place that gets barely any traffic, I probably wouldn't be able to arrange it and that he was better off discussing it with the routing service. I offered him technical support and CS numbers, and to sit there with him while he talked to them.

He declined everything, threw a fit, and slammed our glass door. I'm surprised it didn't shatter.

[MattyMattMatt]

This is rather anonymous. Be hrd for them to prove who is and isnt an employee regardless of what is said.

[Hizzoner]

Insults? Hey, fella, try driving a taxi in Metro Toronto for over fourteen (14+) years, and you will hear what really constitutes "insults and blame".
Many of my taxi cab passengers held "straight jobs" in offices, etc.
A few drinks and then the ***t flies from their filthy mouths! Nuff sed!:D

[Crzyrio]

Don't mind at all! Not sure if there's a low number of bell employees on MS or if they just avoid this forum. either way, At least someone joined in on the conversation!


Also made a Customer cry yesterday because I couldn't put her phone back on her account without her showing ID. She started crying and screaming I was paid to rip people off.

I don't understand it sometimes. We have to ask for Photo ID for security reasons, It's a minor inconvenience but better that then having someone change around your plan and messing your account on you. Most people are glad we ask for it.


Did not know this forum existed ^^. Either way I am a fairly new employee at the Source and just starting the bell sales. Hopefully I will have some stories here soon!

[ZeroPaladn]

...Hopefully I will have some stories here soon!

Brave last words XD

I'm a Rogers employee but I think I can contribute (The Rogers emp forum is filled with customer crying for us to fix their stuff).

I also want to take this time to note a key difference in our TV services. Your customer ship the stuff back to you, we have people take it to the store. That means people the it back angry sometimes.

This sometimes leads to people doing one of the following:
- Leaving their equipment in the store without having it taken off. We can't access an account without ID and personal presence, so they end up getting charged for it.
- Destroying the equipment in store
- Having PVRs and DTVs thrown at me. 1 PVR (dodged) and 2 DTVs (one caught midair, one hit me in the arm) and a cable modem (dodged, made a neat dent in the wall)

Just figured I'd spice up the conversation a little.

[Masked Bandito]

Man, I get yelled at for checking ID out all the time! People drive right up to the store and when I ask them for their ID they flip out because they don't have it. Then I politely point out that they drove her and that it's a huge ticket to be driving without your license on you. I had one lady try to tell me that it was against the law for me to ask for ID once. I just don't understand it sometimes...