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Bell ExpressVu reps treatment

You are quite correct AEV.

This is why we find so many customers now sharing receivers on one account.....

In this example, the 31/4100 could be loaned to a freind, for lets say $20 per month. Freind gets all programming supplied to customer with 9200 but pays only 25% of the real rate. And this happens more than Express Vu will ever realise.

If only they allowed the customer to return the receiver if they "upgrdae" then the supply of "spare" receivers would be reduced.

Nimiq 1

Bell ExpressVu reps treatment

Let's say client only has 2 TV which will be occupied by the 9200...unseless for him to keep the 4100, and to pay the 3$/month. If does cancel the 4100 and send it back, even if it's for changing it to 9200 he would get a penalty. That we he gets upset...

Bell ExpressVu reps treatment

Agent Express Vu, can you expand on this statement.?

bonus given by the vendor I work for depends on it.

I work for a National Vendor and we don't get nor give a Bonus.!!!

Also can you explain why only the Rental Contract is sent to Express Vu when an installation is carried out.?

The Work Order that is filled out by the Technician on site is NEVER sent to Express Vu, it just sits with the Vendor, so any mention of charges never reach Express Vu, they just charge what the hell they want, when they want.

Only if the customer complains does any king of a credit even begin to be looked into.

I find it amazing that you can claim such a rapid response to a credit request from a Customer, because I can tell you if there is an enquiry into a charge, then Express Vu's Compensation Department have to call the Vendor for a copy of the Work Order, which is then Faxed over to them. Because Express Vu do not have an original all this work falls onto the Vendor and it is not a high priority.

My dealings with Express Vu CSR's and they are many, is that they have no idea what charges a customer should be paying, no idea how the switch's etc work and are at best just reading from a prepared script or using a Computer System that is so old and outdated as to be almost useless. OM does not talk to FWFM and they are both your primary systems.........

Between the CSR and the Vendor is EDD, the Express Vu Dispatch Desk, staffed again by people who just do not understand how an Express Vu System works. Too many times we see mutiple Switch's or no switch's on orders, the whole thing is just a mess.

If we receiver 300 orders a day, I can find fault with at least 250 of them.

Express Vu need to fix the problems at the front end, this would take so much pressure off the Vendors, which in turn would make life easier for the CSR's, a win win situation but the management are too busy making little empire to give a hoot about fixing anything.

Nimiq 1

Bell ExpressVu reps treatment

why return the 3100. just keep it and add the rental of a 9200 no contract broken and he's only out 3 dollars a month.

nem, who perhaps doesn't understand why one would have to break a contract.

Bell ExpressVu reps treatment

Nemnoch what Sensual Poet was upset about is that if he takes a new contract today for the rental of let's say a 4100 and 6 months later decides to return the 4100 and rent a 9200 he would get a penalty for breaking a rental contract, even if he will be providing more money to the compagny.

Bell ExpressVu reps treatment

Based on the definition as noted above, would the term not be "blasting"?

I suspect that, in any event, there must be a lot of that going on at ExpressVu.

Bell ExpressVu reps treatment

SensualPoet...


If the customer already has HD equipment, then no, there is no cancellation charge and no contract, they are simply changing the programming package. Also, there would be no charge for the reciever rental as they already own their reciever, so the price would be a bit less expensive.

If the customer only had sd equipment then it is a new rental of the hd reciever and a change to the package, there for they would be on a contract for the rental of he HD reciever but there would be no cancellation charge as they are not cancelling,and there should be no charge to install the new reciever and lnb etc.



If the customer switches from a legacy package to a new package and doesn't require a hardware upgrade (rental) then there is no contract. the only time a contract is required is on a rental AIO.

Remember there is the AIO that inclued the rental of the reciever or the AIO without the cost of the reciever if the customer owns their own equipment.


Nem, who is frustrated beyond belief with misunderstandings.

Bell ExpressVu reps treatment

I suspect that the term is "coaching".

Bell ExpressVu reps treatment

So, be candid: a new client on A-I-O package decides six months in that the SD PVR isn't adequate or graduates o a new HD TV. Isn't it true that he is STUCK with his current SD PVR for another 18 months and has to buy or rent an extra HD box to watch the new TV? Not to mention possible new dish/lnb/wiring installs and upfront costs (later refunded in credits, perhaps).

Yes, someone on Digital Extras can add a 7th Theme Pack without these contractual encumbrances ... but not switch to HD Essentials without huge contract cancellation charges (SD to HD) and then gets tied into a NEW A-I-O 24 month contract moving forward.

I also understood Bell strongly discourages any month-to-month customers, insisting in the main, that they sign a new contract upon making any changes with at least a one year A-I-O upgrade of one sort or another?

Please, be candid.

Bell ExpressVu reps treatment

The problem is not with Canadian customers who don't understand the technology, but with the reps. If they were trained well enough to handle clients that aren't aware of the technology, then there wouldn't be as much of a problem. Bell tells these people that using the technology is so easy, but when they have a problem, who are they supposed to turn to? The arrogant reps. The most ironic issue is that a lot of the reasons why Canadian customers that don't understand the technology have trouble with csrs are because most of the csrs don't speak either of the official Canadian languages well enough to be a csr.

It makes me laugh when the csrs feel they are in any position to laugh or make fun. 9 times out of the 10 times I have had to deal with Bell csrs, they don't have a grasp on either of the official Canadian languages nor the technology themselves.