More on Bell Sympatico

Posted on September 8, 2008. Filed under: Trends | Tags: , |

I am not getting into the specifics here but in the past week this is what I have experienced with Bell Sympatico:

  1. Called on behalf of customer re. speed issue (160 KB/s). Tech support insisted on upgrading client to 8 MB/s. Client wanted 500 KB/s. Tech support ignored client’s wishes and upgraded to 8 MB/s without client consent. Coincidentally Bell called client to bundle services and verified upgraded ISP service. Downgraded on client request.
  2. Speed tested one client. Paying for 5 MB/s and getting 2 MB/s.
  3. 3 clients complain of not being able to understand the accents of Bell Sympactico tech support representative. Several clients have had so much trouble understanding the representatives they have requested I call on their behalf.
  4. Tech support continually wants to upsell or change services instead of solving problem. They will NOT admit a problem and simply state that changing the service solves the problem.

Relating to item 1 and 4: this is a particularly disturbing call because the technical support representative was so aggressively maintaining the need to upgrade to 8 MB/s it bares the question:  Are tech support representaives on commission? I was in sales and the only thing I can think of to explain that tech support rep’s aggression (and I do mean aggression) to have my client buy that level of service is that they are being payed or spiffed for changing client accounts to a higher level of service.

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