Bell Self Serve took away ability to change phones online
Well.... I just purchased a new phone for my Son.....went online to change it from his current one and was advised I can no longer do this and that I must call Bell or visit a Bell location.
Why the hell do they call it Self Serve?
And no doubt, when I make the trek to one of their locations, only to be greeted by son pimple faced kid that knows nothing about the services they offer will I be charged somewhere between $5 and $10 to make this change!!!
Here is the reply I received, and you will see it is not much of one.
My name is Paula (Emp# 21909).
I wish to assure you that client feedback is very important to us and I appreciate the opportunity to address your concerns.
I regret that our website may not meet your needs or that some of its functions may not be practical to use. I am pleased to inform you that a group of administrators is presently working on updating our website.
I thank you for providing us with your opinion on this matter. A copy of your message has been sent to our Web site administrator.
I would like to thank you, Mr XXXXXXXX, for contacting us and for choosing Bell Mobility as your wireless communications provider. I hope to have addressed your points and welcome your response if you require
further clarification.
With the update of the website, will it allow us the ability to change our handsets online without visiting a local store or calling Bell?
Now that I have to either go to a store or call Bell to replace or transfer a handset, will I be charged a service fee? If so how much will it be?
I believe your administrators should be fixing the BAD aspects of your website (and there are many) instead of the Good such as us being able to change our handsets through self serve amongst other things.
Their reply back today:
Good day XXXXXXXX,
My name is XXXXX and I will be glad to assist you. I can understand your frustrations with not being able to change your device online.
Once the changes are made to our website, it will allow you to change your device online as you had been previously. If you wish to change device on your account right now and visit a store to make the changes, the store may charge you up to $50 to complete the change. This is an instore fee charged by the dealers.
Should you wish to change your device, you may contact our Client Care representative to change the device at no cost.
The telephone number for our Client Care department is 1 866 434-0344 or
*611 free from your handset. The office hours are:
- Monday to Friday 8:00 am to 9:00 pm
- Saturday 9:00 am to 6:00 pm
- Sunday 9:00 am to 6:00 pm
I would like to thank you, XXXXXXXXXX, for contacting us and for choosing Bell Mobility as your wireless communications provider. I hope to have addressed your points and welcome your response if you require
further clarification.
With the update of the website, will it allow us the ability to change our handsets online without visiting a local store or calling Bell?
Now that I have to either go to a store or call Bell to replace or transfer a handset, will I be charged a service fee? If so how much will it be?
I believe your administrators should be fixing the BAD aspects of your website (and there are many) instead of the Good such as us being able to change our handsets through self serve amongst other things.
Their reply back today:
Good day XXXXXXXX,
My name is XXXXX and I will be glad to assist you. I can understand your frustrations with not being able to change your device online.
Once the changes are made to our website, it will allow you to change your device online as you had been previously. If you wish to change device on your account right now and visit a store to make the changes, the store may charge you up to $50 to complete the change. This is an instore fee charged by the dealers.
Should you wish to change your device, you may contact our Client Care representative to change the device at no cost.
The telephone number for our Client Care department is 1 866 434-0344 or
*611 free from your handset. The office hours are:
- Monday to Friday 8:00 am to 9:00 pm
- Saturday 9:00 am to 6:00 pm
- Sunday 9:00 am to 6:00 pm
I would like to thank you, XXXXXXXXXX, for contacting us and for choosing Bell Mobility as your wireless communications provider. I hope to have addressed your points and welcome your response if you require
further clarification.
Kind regards,
XXXXXX
Horse ****. They charged me $35 to do it over the phone. If it was free then nobody would ever say how retentions waved their activation fee.
So a feature is being removed from everyone due to the idiocy of a few. What an awful business decision. This is the factor that confirmed my movement to rogers when my contract ends.
Doesn't seem like it's a business decision based on the idiocracy of others... just Bell fixing their broke-a** website. If what "BellCSR" cays is true, then I welcome the change. I am a software developer and oftentimes, no matter what "minor" update you might make to a program or webpage, something is bound to break. :-(
Let's wait and see what comes of it all when the dust settles. As for your $35 charge, FurryAtom, when did you get charged it when you called in? If it was because the site didn't allow it, I would call in and have them reverse it. Fight it, gently.... I don't allow them to charge me anything if I call for something that the site could not do... I needed to update a couple of my Fab5 numbers, and the site refused to do it because I am on Chrome. When I called, they told me there was a charge for the CSR to do it because I could use the self serve site. I told them I could not. After a few minutes of trying, they asked what browser I was using... when I told them "Chrome", they said "oh, ok... we are aware of some issues with Chrome on parts of our site". LOL!
They asked me if I could use IE, to which I responded "Nope!". :-)
I am fair with my "demands" and expectations and have NEVER had any problems.
Bell Self Serve took away ability to change phones online
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Originally Posted by jtcnb
Because Knowing is Half the Battle!
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