We have a wireless rugged modem. Suddenly the service became horribly slow. So I called Bell, the service provider and I was transferred a few times (4, I think) until I finally got somebody who knew what the product was that I was calling about. She put a call into the tech team to call me and said that I would get a call back right away. It was late in the day, so I waited until the following afternoon to call back.... No record of me ever calling in.
So I went through the process and created another trouble ticket, where the guy told me that tech support will call me right back. Again, the same time next day I hadn't heard anything so I called back. The support guy didn't properly submit the ticket so tech support wouldn't look at the issue. I was then told that tech support doesn't call back for 3-5 business days. 3 days passed and I was becomming impatient so I called back and was told sorry, 3-5 business days, its only been 3 so just be patient. They wouldn't escalate the situation for me or nothing. I got onto the phone with our sales rep who directed me to another sales rep who had a bit of a technical background. I'm an IT guy so he didn't tell me anything that I didn't already try, but I humored him and tried again anyway. Nothing worked so he sent me out a newer faster modem to demo.
The modem didn't work, in fact instead of just having extremely slow service, there would be short periods of time where it would be slow and then just hang. So back to the original modem. 15 days after I was told that tech support would call me in only 3-5 days (which is unacceptable) tech support called me. They told me that they checked the modem and nothing is wrong with it. I got mad but managed to refrain from shouting, and they decided that they would look into it more. They even called the modem manufacturer for me to get them to confirm that my modem & network was operating within normal parameters. So basically they were telling me that I wasn't getting the speeds I was previously getting without actually saying it.
They told me that the problem is on my network, even though I eliminated the possibility of any piece of equipment on my network was causing problems. The computers were replaced, the router was replaced (I even temporarily bypassed the router and directly plugged in one computer, to no avail). I even tested with cat6 cables instead of cat5 but that didn't do a world of difference.
Somebody even investigated getting out of our service agreement but for whatever reason we can't.
It took Bell over a month to tell me that any slowness of service is on my end, not theirs, yet I've done everything to prove otherwise (at least to myself). Bell just doesn't care about customer service.
When I was talking to our sales rep he even told me that I won't have any luck with their tech support. He was surprised that they called me only 15 days after my initial call (at least the initial call that worked).
I don't like Bell, will stay away from Bell and I don't think they deserve the business they are getting.
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