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Bell review: unfair business practice and poor customer service 52

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6:19 pm EDT
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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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52 comments
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auman77
, US
Jan 20, 2013 3:15 pm EST

My phone was damaged as the WIFI did not work, I brought it in to Bell store and they tried to fix it. No luck I told them that I had the Insurance through ASURION on it and BELL told me to use it. I call had a replacement phone in a couple days. It had a return slip through canadapost and was told to send the old one back with in 7 days. I did it the same day. Awesome. Paid $150 for the replacement no big deal I have a new phone. 1 month later I received the call from [protected] this was automated saying they have not received the phone if I would like to talk with someone press 1, which I did. I talked to Paul Also took his employee # I was told that it was a glitch on there side and not to worry... But to keep an eye out on my Bell bill, that's why I asked for his name and employee number I then ask what was the company that he worked for seeing how they called my cell phone and I had no idea... he told me that Bell does not want them to release this information... What? He finally told me it was ASURION, he informed me that I should keep an eye on my Bell bill in case I was charged $300 for the phone, great thing that I kept the return shipping slip as he then told me that the return tracking number was never in the system and I should take it up with Canadapost... I checked the tracking on the returned phone it was delivered the following day after it was shipped. This company is a scam keep your return shipping slip.

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smeileen
Fort McMurray, CA
Dec 17, 2012 4:26 pm EST

I've been waiting 5 months for a replacement phone through Asurion! They give me the same jerk-around as detailed above, one thing is different- they waived the replacement fee. But FIVE MONTHS, still no phone! I have called Bell and Asurion only for them to blame each other! Every call with Asurion, every representative "understood" my frustration, but interrupted me every time I tried to speak which just made me absolutely LIVID! I have called three times today to speak with the "Advanced Customer Service Team" and I was hung up on twice - and I didn't even get to talk with anyone! I was thinking about leaving Bell after being their customer for 15 years and this situation may have sealed Bell's fate.

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kelc
Saint-Côme, CA
Jul 24, 2012 10:39 am EDT

I was with bell at first and had a terrible experience. After two years I decided to cancel my contract and go with telus. Haven't had any problems with them. Bell has a really terrible customer service and the company Asurion it's like their playing a tag game. Unfortunately now brother is stuck with them and he's been having the same problems as all the complaints above.
He got an accident not to long ago lost is phone, so he called the Asurion company to get a new phone. He paid the 150.00 and when he got the phone still got it in a crappy package. Not only that after only 1 day of having it the phone kept showing this message when you turn it on " cannot read memory because of fatal error " he called bell, who told him to call Asurion. After being put on hold for 27 minutes, they tell him that there is no more phones like his and that they could give him only one more phone option. Worst than that when he finally got the phone, he had a nice bill of 150.00. That's the experience with Bell and Asurion.

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NAShah
Scarborough (Toronto), CA
Nov 19, 2011 6:33 am EST
Verified customer This comment was posted by a verified customer. Learn more

I too am facing problems of hidden charges. I have recently activated bell internet services. -
(1) I had ordered for Fibe 6 but was given Fibe 12. On the day of installation i came to know that they are installing Fibe 12 and called up customer service who told that they will down grade the service immediately and my billing will be only for Fibe 6. However, the down grade took place after a week and I am stuck with excess billing for the Fibe 12 for a week.
(2) Never was I told that i will have to pay an activation fee of $29.95, but was charged on my first bill. Before and after installation, I had confirmed with their customer service through phone and chat several times and always I was told there are no hidden costs and the costs will be just the internet usage charges and nothing else...for 1st bill to the last bill. I spoke to their Customer Service, billing dept. as well as loyalty dept., but cannot get the charges deleted. In fact most of them are rude.

What do i do now.

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CRAadmin
Brampton, CA
Sep 24, 2011 1:05 pm EDT

you can get any fee or charges waived by asking to speak to CRA, even if they are valid usage charges. You may not get CRA if you ask for a supervisor, that might only get you a more experienced representative...just keep asking to escalate until you get to CRA to get anything waived. they can even send you out a free demo phone sometimes.

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CRAadmin
Brampton, CA
Jun 22, 2016 4:06 am EDT

you can get any fee or charges waived by asking to speak to CRA, even if they are valid usage charges. You may not get CRA if you ask for a supervisor, that might only get you a more experienced representative...just keep asking to escalate until you get to CRA to get anything waived. they can even send you out a free demo phone sometimes.

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CRAadmin
Brampton, CA
Sep 24, 2011 12:47 pm EDT

you can get any fee or charges waived by asking to speak to CRA, even if they are valid usage charges. You may not get CRA if you ask for a supervisor, that might only get you a more experienced representative...just keep asking to escalate until you get to CRA to get anything waived. they can even send you out a free demo phone sometimes.

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Arabigo
St catharines, CA
May 26, 2011 8:46 pm EDT

Those dumb bell customers never make sense, they want everything for nothing. We suffer so much at Bell because of this stupidity ... sometimes we wish they stop calling all together and go away ... rather get no calls and possibility of business closure than to deal with ###s who know nothing about their plans, bills, or even the phone they're using ...such ###s.

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Andi_10
London, CA
Apr 12, 2011 3:28 pm EDT

I just experienced the same thing. Although, I had a blackberry and was paying the insurance on it and randomly it stopped working so I called that insurance company and they seemed very helpful and said they were sending me a new phone in two days. I, like yourself, was very concerned with the packaging they sent me. When I called Bell I found out that the "new" phone they sent me wasn't new at all, it was refurbished. I was very pissed because I had no idea how old this stupid thing was and my phone wasn't even a year old. It is now not even a year later and surprise surprise, my refurbished phone doesn't work. This past weekend I spent 2 and a half hours on the phone with Bell and Asurion and another 30 minutes in the Bell store. Asurion told me that I was going to have to pay $150 to get a refurbished phone from them. To me this sounded ridiculous because it would cost me less to cancel my Bell account and start an account at Telus and actually get a new phone. When I told this to the Bell representative he continued to tell me that i was able to get a free upgrade on my phone... if I signed on for another 3 years. Being only 5 months away from finally being free from the worst company I have ever dealt with, there was no way I was going to sign another contract with Bell. I also experience the being put on hold about 6 times in that conversation and I was, as you say, yo-yoed back and forth between Bell and Asurion 4 times. Finally, the only person that actually listened to what I was saying, the cancellation agent. It took me 3 hours to get to talk to her and her solution was she'd give me back 40% of the money that it would cost me to get Asurion to give me a refurbished phone.

Bell is honestly the worst phone company there is out there. I have had to deal with them over charging my bill on at least 6 occasions and all of my friends that are with Bell have the same issues. If anyone ever mentions anything about how bad Bell is you can see how angry my friends get because they know how awful their experiences have been. if anyone is considering changing their phone company, don't pick Bell.

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UNDER8ED
Oakville, CA
Feb 23, 2011 7:22 pm EST
Verified customer This comment was posted by a verified customer. Learn more
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ex bell customer
, CA
Feb 12, 2011 11:48 pm EST

this is typical bell. They make mistake but we end up paying.

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Scotty1138
Moncton, CA
Jan 06, 2011 7:23 pm EST

Not taking the side of the company... but... when you sign up for ANY insurance there is a deductible that you have to pay. When you sign a contract, take the 10mins to read it.

Also, with ANY property insurance, you need to claim everything that was damaged/stolen. The people on the other phone have no idea if your phone has a case on it, or headphones plugged in. This needs to be divulged during the claim, and not after the fact, as insurance expeirences a high fraud rate. If you don't claim it, you won't get it. Just sayin..

I don't agree with you getting yo-yod around though and for the poor packaging. Nowadays though, if you are signing a contract for anything, take the time to ask questions and keep track of who you spoke with and when.