Wunderbar Bell Experience

I recently called Bell Canada at 416-310-BELL to make some small changes to my account. It was 7:22pm, and their phone centre was called, so I tried doing those changes on the website. But - whaddyaknow! - I couldn't, so I just tried my luck with an Internet chat. Here it is: Thank you for your patience an online representative will be with you shortly. Your wait time is approximately 21. Chat InformationAll of our online representatives are currently assisting other customers. Thanks for your patience. An online representative will be with your shortly. Chat InformationAll of our online representatives are currently assisting other customers. Thanks for your patience. An online representative will be with your shortly. Chat InformationAll of our online representatives are currently assisting other customers. Thanks for your patience. An online representative will be with your shortly. Chat InformationAll of our online representatives are currently assisting other customers. Thanks for your patience. An online representative will be with your shortly. Chat InformationAll of our online representatives are currently assisting other customers. Thanks for your patience. An online representative will be with your shortly. Chat InformationAll of our online representatives are currently assisting other customers. Thanks for your patience. An online representative will be with your shortly. Chat InformationWelcome to bell.ca! You are chatting with Jean-Mary S. To assist you, may I please have your name and residential phone number with area code? Jean-Mary S: I haven't heard from you. Do you wish to continue the chat? you: hello you: i have a question regarding extension call answer you: i'm on the 6-flex plan and would like to replace phone maintenance with extension call answer is that possible? you: hello Jean-Mary S: Sure, I can definitely help you with that. Jean-Mary S: For this please call us at 310-2355 Jean-Mary S: And we will help you, we can not do this online you: i need to konw first if i can make the replacement, since phone maint. has restrictions on changing Jean-Mary S: I don't have the answer please call at the phone number please you: ??? what is then "Jean-Mary S: Sure, I can definitely help you with that. "??? Jean-Mary S: I mean I can help you but for the home phone service, please contact BEll, because I don't have this information online, sorry As you can see, after I waited on-line for almost 30 minutes, and after being told that "sure, I can help you with that", she essentially told me to call 310-BELL, which was not possible at that time anyway. I gave the chat service a 2, bell a 5 or 6 and the rep a 4, for the following reasons:

  • the waiting time was far too long, especially considering that the phone centre was closed
  • although courteous, thoughtful and carefule, the chat representative was completely useless
  • this seems to be a design issue rather than a problem with the rep, who seemed genuinely willing to help, but did not have the tools to do so
and then I fired up an email to executive.office asking again essentially the same question. We'll just have to wait and see :)

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