Complaint Rating:

Company information:
Bell Express View
Benson, Saskatchewan
Canada
www.bell.ca

This is the worst Customer service I EVER DEALT with.

Problem: 3 yrs ago, Bell replaced their smart cards with new ones. They were supposed to be sent to all subscribers free of charge, so they could replace their old ones. We were never sent new smartcards for our receivers, the only reason we had satellite was that we purchased a PVR model, just prior to the change so it was already equipped with the new version of their smart card.

After many requests, I was promised they would send my cards out... they never came. Now I am told that being that it's been 3 yrs I will have to pay $70 each for the smart cards

Bells argument:

- they have no record of me calling to request them, and why do I wait 3 years?

My reply:

- I have requested them and have been promised they were coming, it's not my fault this was never recorded. Bell Express employees get paid to take my calls, I DON'T get paid to sit on hold, beg, argue or plead for my smart cards. That's why I did it only every few months, that and I was patiently waiting for them to be mailed as promised.

Bells Argument:

- The receivers in question are 8 yrs old. Be happy you got that time out of them and purchase new equipment

My reply:

-They weren't 8 yrs old when I first requested my smart cards. On top of that why should we be punished for taking care of our equipment. I just want the smart cards so we have satellite in our bedroom. We don't need anything fancy as we have our PVR upstairs. Plus we will replace our equipment when we decide to, Bell should have no right to try and force that on thier customers.
If we want to be cheap that is our prerogative!! We pay our $100 monthly programming bill so they should be happy.

In Closing:
I emailed them through their site in Dec never got a reply. Now it's Feb 2008, still no smart cards.
You can't complain to anyone, because everyone seems to be a manager there, but yet no one can do anything. As far as getting a hold of anyone that is really incharge it's impossible.
I swear if you complain they pass you around the call center, laughing.
We've been long standing customers since 2000, all I asked for is my Smart Cards that I should have been sent 3 yrs ago... nothing more... nothing less. The fact that they are willing to loss our business over this, shows their dedication to customer service.

Thanks for listening everyone :)

P.S
We called Star Choice about their programming, ( because we felt if we are being forced to buy new equipment and get crappy customer service, we might as well change providers) Anyways, with Star choice you DON'T have to wait on hold, you leave your number and it calls you back when you are next in line for a customer service representative... what an awesome idea and a real time saver!!!