My complaint:
Bell Canada instigated an upgrade from SD to HD receivers for my two televisions, offering to send the receivers with instructions to replace them on my own free of any charges. When received, it was obvious that I could not install the new receivers because the old receivers had receptacles for two screw-in cables while the new receivers had receptacles for only one. A call to Bell’s Technical Department was a waste of time as the technician I spoke with knew nothing of the issue; he told me that I was on my own as there was no warranty to cover this self-installation. Contact with the Bell Executive Office on July 12, 2022, ed that, in fact, it was not possible for me to install the new receivers, and that a home call by a technician would be required. Having dealt with Bell technician home calls in the past, I expressed my concern about charges for such service as well as travel charges, as the technician would have to come from out of town. The Bell Executive officer assured me that there would be no charges applied for this receiver installation. The installation was completed on July 23, 2022 by a technician from Fort Frances who gave me a copy of the work order but did not require me to sign it. Bell’s billing dated August 24, 2022 showed a receiver installation charge of $75.00 plus an additional mileage per km charge of $100.00, totalling $197.75 including taxes. My indignation at this outright deceit on Bell’s part, demanding immediate reimbursement of this unwarranted charge of $197.75, was received by its Executive Office on August 27, 2022, indicating that its team would be in contact within the next 24 hours. Five days later, On September 1, 2022, I finally received a call from Bell’s Executive Office. There was no apology for the tardiness or for the dilemma which should have happened in the first place. Instead, the officer was arrogant, condescending, and abrupt, allowing me little opportunity to speak. After attempting to justify and explain Bell’s position in the matter, she reluctantly agreed to reimburse me for the $197.75.
Bell Canada is in serious trouble. Certainly, one cannot simply accept their word for anything without it being in writing. The right hand doesn’t have a clue as to what the left hand is doing, and it now seems to lack employees in positions of responsibility to treat its customers with tact and common courtesy.
Suggested solution:
I have been a loyal Bell customer for decades. I would expect nothing less than a sincere apology for this unwarranted hassle along with assurance that there will not be a reoccurrence of such shoddy treatment.
