How do you contact HEAD OFFICE ??

Hiya ..

Gonna try to be as brief as possible here, the level of my frustration is at about its limit if not OVER it !!

We have a satellite (Bell ExpressVu) .. in July 2007 we mysteriously LOST 2 of the channels .. these 2 particular channels carry our local news.
So .. after SIX calls to tech support .. each one requiring a 20 to 45 minute wait on the phone .. and each call basically a replay of the one previous .. I am at my wits end because I feel that Bells customer service is NOT addressing my concerns.

My question to anyone who may have felt as I do now ... HOW do I get past the service techs and on to someone with authority?
I have surfed the web .. found out the CEOs name and the VPs name .. even attempted to send them email .. I am getting nowhere fast.
I did ask one of the techs (who was incredibly difficult to understand) .. to let me speak to his supervisor .. I asked twice and he blew it off.

Any suggestions greatfully accepted.

Marilynne

i heard on the clark howard show the other day that one company has a way w/dealing w/people who want to talk w/the CEO...they get routed to another call center that answers "Mr.....offices; how may we help you". But it's just another call center.
I would think that if you were to send the CEO a Certified letter for him to sign for; he would have to read your complaint.
You could you contact your local TV channel and let them know that this Company refuses you access to their programing.
Good Luck. Please let us know how things progress.

Hey Marilynne, sorry to hear you're having problems. Isn't it the worst when customer service treats you like dirt?

I looked up the name of the company you gave, Bell ExpressVu, on the Better Business Bureau's website. You can actually make a report there if you'd like to. When I looked them up I got 4 different companies under that name....meaning 4 different locations. I don't know which one is closest to you or would service your satellite so you'll have to figure that out. There are usually more phone numbers for the companies listed on the BBB site, more than if you look them up in the phone book or on the web. Hopefully these numbers will help you reach someone who cares about this business. Here's the webpage from the search I did....
http://search.bbb.org/Results.aspx?n=Bell+ExpressVu&add=&c=&st=&z=

If that link doesn't work go here......
http://search.bbb.org/
and just type in the name Bell ExpressVu with no address and you'll get the same results I did.

Good luck. If nothing else maybe this will give you an address to send a letter to.

Hi Marilynne! You are not alone in getting the run-around from Bell ExpressVu. A year or so ago, I tried to contact these jokers about a sudden, unexpected increase in charges, and it took two months to sort it out. I phoned, I wrote, and I e-mailed repeatedly, but "customer service" personnel seemed to be unable to resolve anything and they never had any record of my previous communications. Finally, I spoke to someone in the Billing/Accounting department and they e-mailed me to say that my next bill would be reduced to compensate me for the overcharge. So I guess my advice would be for you to contact Billing, not Customer Service or Tech Support, and ask for a reduction in charges to compensate you for the missing channels. You might then get some action.

A couple of months after correcting my bill, Bell ExpressVu re-arranged their programming "packages" and in order to keep the channels I liked I had to pay more anyway. As soon as the Rogers company installs cable in this neighbourhood, I'm switching.

Thank you all for sharing my 'ANGST' .. it most assuredly is NOT a nice feeling to feel so helpless .. and these customer service reps are being PAID to get the call over and done with .. who cares about the end result .. so what if the customer calls back .. they won't get the same service rep and someone else can now push yer buttons for ya ..

Yesterday we had to pull out the TV to find the model # of the receiver .. I told the fellow 1400 .. he asked me if I was SURE .. back behind the TV goes DH .. he says YES .. 2 minutes later this guy asks me the MODEL# again .. I could feel my BP going up .. I reminded him that I had already told him TWICE that that was the model# ... his accent was such that I couldn't make out what the heck he was saying .. uggggggggggggg .. it was too frustrating for words!!

I doubt I'll get anywhere until the world as we know it returns to 'normal' but .. I am tending to like the idea of calling to say that I want my bill reduced .. hit'em in the wallet :-)

~M~

PS .. Shaw Cable is on its way to Thunder BAy !!!!!

Most likely the reason you're having such a hard time understanding their rep's accents is probably because they route their calls overseas. It's cheaper for companies to do this...have their tech support/customer service calls....routed overseas than to actually pay minimum wage to folks in CA/USA. (or however they handle that in CA) That always gets my BP up to begin with, lol.

Good luck....let us know how this turns out for you.

Hmm, I must be feeling very jaded by big companies today......I was just thinking, what if you wrote a letter and had all your neighbors who have the same service sign it also? Almost like a petition, but not really...just something to let the company know how fed up you all are with their service. And end the letter with the same "PS .. Shaw Cable is on its way to Thunder BAy !!!!!" I'm more than certain that they'd get your point.

Another thing you can do is call to cancel service. That usually (in the US anyway) gets your call kicked over to the account closure people who are being rated on their ability to keep accounts. They will ask why you want to leave.

With the cable co, the tech support people would insist that I needed to book a window of 8 hours a week later to wait for a technician. I would tell customer service, "The satellite company says it can be here in 48 hours for an installation." The customer service people had the ability to book someone much sooner in order to hang on to a customer.

andidandi you're right. Years ago we had AOL and every time we called to cancel it they would actually give us so much time free to keep our account. That happened 2 or 3 times, then finally one of the reps took our cancellation and put it through. I admit I was kind of disappointed, but I sure can't complain.

Lotsa food for thought here .. I got another email from Cust Serv today .. AGAIN trying to tell me how to fix my SIGNAL!!!!! I thought I had sorta 'levelled out' a bit .. but am now loaded for bear and SO wishing it was Jan.2.
My first call will be to the company I bought the Sat pkg from .. I may even do that tomorrow .. I am almost sure they will say something like" OH .. we only SELL the product" .. I would NOT be impressed .. but .. it's a start .. and who knows .. he may be wise as to phone #s for management .. or acknowledge the fact I am not the only one with the problem ..

Stay tuned :-)

Thanks for all the help too

Marilynne

I feel badly for you, how very frustrating. Whenever I get the old "We only sell the product" I answer with, "I am calling you because you are the one that got my money, so you need to hold some responsibility". I would say its about 50/50 weather it helps or not, but it makes me feel better.

Marilynne, any luck today?

AS always happens to me .. LIFE jumped up to bite me on the .. um .. knee :-)
Had some family arrive to go Xcountry skiing outback .. they left at 4pm .. so .. looks like I'll be attacking the problem (likely in person) on Wed.
I sure do plan to use Rebeccas line of reasoning if needed .. I LIKE it :-)


HAPPY NEW YEAR


~M~