My conversation with a Bell Rep over HDTV

[jackalprime]

I wanted to get bell HD, they advertise the digital basic at $30 per month. knowing there has to be more to it than that, i used the "chat live" feature. I asked legit questions, and was (not?) surprised at the final price. I didnt even get into installation. after that i bluffed to stay with rogers to see if i get the "please come to bell" deal. no such luck. I get pretty coy, but she doesnt bite.

A chat representative will be with you in about 0 minute(s). Thank you for waiting.
Chat representative Suzanne has joined the session and is ready to help. To start, please provide your name and home phone number.
Suzanne: Hello, welcome to Bell's Chat service. How can I guide you on Bell.ca today?
Greg: greg 416 *** ****
Greg: i want to know the actual cost of the digital basic
Greg: per month
Suzanne: I can certainly help you with that!
Suzanne: Are you a Bell TV customer?
Greg: no i am looking into it.
Suzanne: The cost of the Digital Standard is $38.00 plus taxes.
Greg: which is 42.94
Greg: $12.94 cents more than the advertised price per month.
Greg: does that include the HD reciever rental
Suzanne: OK, it will also have the LPIF which is not included in the advertised pricing.
Suzanne: The rental costs are extra. The $38.00 is for the programming.
Greg: so the rental for that is another 10 bucks a month
Suzanne: If you decide to rent or purchase an HD receiver, and have other services with Bell you will get a $5 bell bundle discount.
Greg: so im really looking at $52.94
Greg: ?
Suzanne: Right now we have a promotion for new customers who rent that they get their most expensive receiver free for the first year.
Suzanne: The cost of the service if you rent an HD receiver, after the promotion is done will be $48.00 for the basic plus taxes and fees.
Greg: what about the free pvr for 3 years
Greg: how much does this "free" pvr really cost
Suzanne: Sure, I can explain that for you. Do you have any services with bell right now?
Greg: i need to sign up for a super-duper package right?
Suzanne: No, it's not that at all. But I need to know what services you have with Bell right now, if any.
Greg: i quit both internet and phone because i was paying too much compared to other companies.
Greg: so i just want the free pvr for 3 years and digital basic with the hd reciever rental
Suzanne: Great! You're eligible for 3 years free PVR. IT works like this. If you switch all of your services back to bell, then you'll get the PVR free for 3 years, (internet, TV and home phone). If you select only two services, you'd get two years. If you only sign up for TV, it's one year free.
Greg: but the internet and phone service is over priced
Greg: ill be loosing money
Suzanne: I'm sorry you feel that way, however; that's the way the promotion works.
Greg: i work for the city of toronto, i hear bell has corporate plans?
Suzanne: If you'd like to consider all three services with Bell, I can transfer you to a sales agent that could explain the pricing for all three.
Greg: okay
Suzanne: Bell doesn't have corporate plans for TV.
Greg: i guess ill stick with rogers HD
Greg: there are way too many strings here
Suzanne: Is there anything else I can help you with today.
Greg: its like a string factory
Greg: you know, like that "how its made" show on tv where they show how things are made. if they showed bell, it would be a huge factory with a million people making strings
Suzanne: Is there anything else I can help with?
Greg: no, im just trying to make you laugh. i know how stressful your job may be. i hope that brightened your day
Greg: have a nice evening
Suzanne: You as well.
Greg: thank you for your help
Suzanne: Thank you for contacting Bell.

[CyberMnky]

Wow... I like the joking around at the end, was she as robotish as that transcript made her sound?

I've heard a lot of similar comments about bell service lately.

[Team Jetfire]

Not to sound like a asshole, but I got to wonder, have you ever worked in a retail setting before? I mean, the last bit at the end was funny, but it sounded like you started live chat with every intention of making that persons job difficult.

I dunno, maybe I have a soft spot for the typical Customer Service jocky.

[jackalprime]

Originally Posted by Team Jetfire

Not to sound like a asshole, but I got to wonder, have you ever worked in a retail setting before? I mean, the last bit at the end was funny, but it sounded like you started live chat with every intention of making that persons job difficult.

I dunno, maybe I have a soft spot for the typical Customer Service jocky.

no, no intentions. i legitimately was interested in bell hd. and i work in customer service myself. i just wanted to make the person laugh because the job must suck.

[jackalprime]

Originally Posted by CyberMnky

Wow... I like the joking around at the end, was she as robotish as that transcript made her sound?

I've heard a lot of similar comments about bell service lately.

i think a few of the replies were [insert promo here] type things, but thats the whole transcript.

[Dark Rage]

Originally Posted by Team Jetfire

Not to sound like a asshole, but I got to wonder, have you ever worked in a retail setting before? I mean, the last bit at the end was funny, but it sounded like you started live chat with every intention of making that persons job difficult.

I dunno, maybe I have a soft spot for the typical Customer Service jocky.

Yeah, you could have just gotten the final price with costs and leave it at that. No need to kill the messenger.

Next time you're at work, let us know to make sure we'll give you a hard time.

[brr-icy]

i find it kind of funny, because i used to sell rogers, and bells' prices and fees made it easy, but yeah kind of mean at the end final price with taxes in for everything would have been 180-190

[CyberMnky]

Originally Posted by Dark Rage

Yeah, you could have just gotten the final price with costs and leave it at that. No need to kill the messenger.

Next time you're at work, let us know to make sure we'll give you a hard time.

He did ask what the cost was... which they quoted as being higher then advertised. When he asked for clarification of some things the "final price" went up. i agree with him here, getting an actual price from these sales reps can be difficult because they are trying to get you to purchase the service and you're more likely to with a lower price in your head.

The rep was doing her job, I have nothing against her either - it's the sales tactic I disagree with myself.

His comments regarding the full of strings may have been perceived as a bit rude depending on tone of voice and all, but that's about it.

[Magnus]

BTW, chances that was a robot anyway. Most large companies use them to answer basic chat requests. You'll usually deal with a real chat person if you're troubleshooting or if there are issues with your account or something.

[aximili]

I used to work in call centres. Worst job of life, so I'm always super nice to them on the phone.

However, Bell makes me crazy. They called me at least 4 times a week asking me to switch the last couple months, no exaggerating. I had to beg them to take me off their list and then suffer through another month of them calling, just for it to "take effect". Needless to say I won't ever be switching.