My complaint:
Hi….I decided to take advantage of the Black Friday sales on iPhones in that I have had repeated issues with my iPhone 11, including the need to reset the phone after spending hours with a Bell agent to correct a do not disturb issue which prevented me from receiving calls. Given the problems I had been experiencing I thought it best to acquire a new phone and trade in my iPhone 11. It was my assumption that I could use the credit obtained ($240) to lower the monthly fees, being that I am retired and living on a fixed income. After transferring data from the iPhone 11 to the iPhone 13k, the Bell agent suggested that I may need a case since the case I had for the iPhone 11 would not work. I agreed. However, this was followed by a slew of additional recommendations including a battery pack, etc. At no time was I informed about the cost of each item and walked away from the store believing there was a goodly amount left on my trade in and that I would see this on my Bell account. I did not and returned to the store. The agent indicated then that the trade in value was really ‘funny money’ rather than real money and that I could only use the trade in value towards Bell products. However, if I still had the product packaging, I could return what I had purchased and use this money for other Bell products. However, I no longer have the packaging and thus cannot return the products. At no time did the agent indicate I could use the trade in value to reduce the monthly payments on the iPhone 13. These transactions have left a bad taste in my mouth and less trust in Bell.ca. As a consequence, I am contacting you to share these (negative) experiences with you. Communications with customers should be clearer and more informative. Instead, they were quick and assumed knowledge on the part of the customer.
Suggested solution:
Accept back the products without packaging or provide me with a trade in credit on my Bell account.
