Bell Canada / Asurion — unfair business practice and poor customer service
On June 30, 2010 my Blackberry Storm 2 was stolen while I was on a trip to Montreal on the way back. We had stopped by St. Joseph's Oritoire (Church) before heading back home only to find out 30 or so minutes later that we were victims of theft (my wife and I as well as another couple who are our friends). We suffered over $3, 000 worth of damage.
I called Bell to have the account suspended which happened right away. The next day I called Bell to receive a replacement Blackberry Storm 2 as I was paying monthly insurance on it. They advised that that service was contracted and taken care of by a company by the name of Asurion. So, I called Asurion and asked for a replacement but they advised that I would be billed $150.00 for a replacement fee which I wasn't told about while signing up with them for a 3-year contract in the store (of course that would happen otherwise there is a risk of losing commission on the sale for the employee if I didn't sign-up for the service). I tried to fight the charge but got nowhere so I had no choice but to give in and pay it.
I received the phone the next day but with a crappy packaging where the device didn't even have proper protection around it like the foam or bubble plastic. It only had the letter stating basically that I needed to activate the phone by call a 1-800 number. It didn't come in the original RIM packaging like my first phone nor did it have the manuals, phone case, or the headphones. I called Asurion right away as I was shocked that an electronic device could be packaged this way and be brand new but they insisted that it was brand new just the packaging wasn't original.
The next day when I wanted to use the headphones (because I had forgotten to inquire about it and the case on my last call with Asurion) I called Bell and explained the situation. The rep by the name of Daljit said that they couldn't supply me with the replacement case and headphones and that I had to call Asurion (after putting me on hold for quite some time).
I called Asurion and Cindy the rep there (again after being put on hold for a while) originally said that they only supplied stolen accessories. I advised her that that was the case (which thief would steal the phone and leave the case behind... geniuses [nodding my head at their common sense]). So, she put me on hold again for a longer period than the last and said that Asurion could not supply anything extra other than what I had received. I didn't agree so she offered to transfer me to "Advanced Customer Care" line, which I accepted and was once more put on hold.
I got tired of being put on hold so I timed it. Approximately 10 minutes later I spoke to Brenda, the "Advanced Customer Care" rep only to listen to her repeat the same thing over and over again like a tape recording. I even questioned her as to I didn't get the original packaging of RIM but her answer was that I should call Bell and ask them and when I called Bell afterwards they said that I should call Asurion (they basically pass the buck and play Yo-Yo with the customer in hopes that they would give up and sadly enough that's what I did after swearing at the Bell Rep, Bradly in frustration because he started to sound like a tape recording as well and kept on saying that there was nothing he could do and I should contact Asurion for questions related to my claim).
Fortunately for them, my 3-year contract is fairly new and I am a first time customer for them so cancelling the contract early is not an option. I regret leaving Rogers. I had problems in the past with them as well but as far as I can remember they were always rectified. I am banging my head against the wall for making that mistake right now. I hope Bell goes down the drain unless, their customer service improves. The almost duopoly in Canada is not helping our situation as customers. In fact, I may even give the smaller service providers a try next time since I have a feeling that because they need to grow their customer base as a small provider they will give better service.
I pretty much have made up my mind that I will be leaving Bell Canada's services once my term expires unless they can offer me something that almost sounds too good to be true. At this point I very dissapointed in them and ticked off.
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