If a customer service protocol (your call center/complaints department/returns policy) is built around stall, deny, begrudge and finally, to the few who persist, acquiesce, then it might save money, but it is a total failure.
The customer who seeks out your help isn’t often looking to deplete your bank account. He is usually seeking validation, support and a path to feeling the way he felt before you let him down.
I’m a very patient person, and yet, today I feel very frustrated by Bell Canada.
I understand that the person I was talking to wasn’t responsible for my frustration, and neither was any single person.
However, their entire customer support system seems to be organized around avoiding responsibility.
It appears that NO ONE there is empowered to compensate me for the time that they wasted today.
As compensation, the “supervisor” that I was passed on to was only able to offer me the “student plant”, or 3 months free, of a plan with less data allowance, and higher monthly costs. (BTW, I initially signed up for the student plan!!)
When I asked who in billing I could speak to about better compensation, I was informed that I was speaking to someone whose position was above both billing AND customer loyalty.
Evidently Bell has created a very high ranking customer service position, but not actually given them any power to make things right for me. That’s what I call cultural, and institutional disrespect.
These are the things that transpired:
1 - I called to order home internet 8 days ago. The first availability was September 10th, better than other companies could offer, so we selected Bell, and signed up for their student offer.
2 - I received a text message and a phone call yesterday instructing me to be home from 12 to 5 pm today.
3 - No one came today.
4 - When I called to ask why no one came, the support rep told me that the “system” indicated that we had been set up. Clearly that wasn’t the case.
5 - I waited on hold for 10 minutes.
6 - Someone else came on, and told me that they had decided 3 days ago to postpone my installation for 5 days. “I should have been informed”. (see #2)
7 - The new installation date, which I was never asked about, is on a Sunday, when I plan to visit my family.
8 - I am currently running home internet through my phone, at a cost of $10/GB.