vB Easy Archive - Bell Mobility CS Delays

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Bell Mobility CS Delays - Oct 23
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Posted by: sd5187

Geez - what the h**l is up with Bell Mobility CS today?? I've been on hold for over 20 mins.

They wonder why they are losing customers to Rogers...

Posted by: sd5187

Took 35 mins before I got to an agent - yow...

Posted by: nickgst

im on line waiting for a call to comes in..been about 10min still havent received one...

Posted by: TelecomZombie

Wirelessly posted (Killed By Death

: Opera/8.01 (J2ME/MIDP; Opera Mini/2.0.4719/1376; en; U; ssr))

Quote:

Originally Posted by sd5187

Took 35 mins before I got to an agent - yow...

Now if you were with Telus that would mean you'd receive 35 free minutes to use the next billing cycle.

Posted by: Abom

Quote:

Originally Posted by sd5187

Geez - what the h**l is up with Bell Mobility CS today?? I've been on hold for over 20 mins.

They wonder why they are losing customers to Rogers...

You think Rogers customer never wait 20 minutes ?

Posted by: Scotch-guy

Why would anyone actually wait that long when they offer a call back sevice

Posted by: clewis4u91

Sometimes it doesn't give you that call back option.

Posted by: mickeyjalone

Bell Mobility has odd customer service. I phoned in once and was on hold for around 25 minutes. I mentioned this when my call was answered and they were astounded that the call back feature did not pick up. The lady mentioned some of her co-workers were waiting to answer calls for about 15 minutes. If this is the case, why does the automated system not call out to customers who opted for a call back and transfer them through to agents who are eagerly awaiting? I think their are some quirks in the Bell system which need to be worked out. It seems like calls fall into an infinite loop or are classified as "ghost" calls.

Posted by: hunkytoe

Quote:

Originally Posted by Abom

You think Rogers customer never wait 20 minutes ?

Not when I call.

Posted by: hunkytoe

Quote:

Originally Posted by TelecomZombie

Now if you were with Telus that would mean you'd receive 35 free minutes to use the next billing cycle.

TZ, according to http://www.telusmobility.com/qc/promises/service.shtml
you would only get 5 min free if you wait more than 5 min...nothing more.

Posted by: TelecomZombie

Your Right.

Quote:

In order to be eligible for a credit, please ensure that you enter your valid mobile phone number into our automated system. That way, even if you hang up before talking to someone, our system will record that you had to wait more than 5 minutes and you'll get a credit. If there is no automated system, the TELUS representative that answers your call will take your number, so be sure to stay on the line to benefit from our promise. Sound good?

Posted by: SuperCM

Quote:

Originally Posted by TelecomZombie

Your Right.

Yep, whether you wait 6 minutes or 60, it's the same.

Posted by: YnD

Quote:

Originally Posted by hunkytoe

Not when I call.

Regular customer service takes just as long UNLESS you call right in the morning/before afternoon. That goes for all companies.

Now corporate customer service. The treat you good

Posted by: hunkytoe

Quote:

Originally Posted by YnD

Regular customer service takes just as long UNLESS you call right in the morning/before afternoon. That goes for all companies.

Now corporate customer service. The treat you good

12:48AM...took less than a minute. OHHHH YAAA...thats right...your customer service is only open during business hours

Posted by: SiR Steel

Quote:

Originally Posted by hunkytoe

12:48AM...took less than a minute. OHHHH YAAA...thats right...your customer service is only open during business hours

Really? Less than ONE MINUTE at 12:48AM?? Get outta here! No way!

Posted by: ciphin

Wait times also depend on what type of customer you are. For instance, ever since I moved my business phones, BBs and EVDO cards over to Bell and I have a recurring monthly invoice of ~$1,400--I never wait more than 20 seconds for an agent.

I strongly suspect that even though I am not a business customer, the amount of recurring revenue you generate has a large impact on how long you wait inline for a CS agent.

Todd