Rob Keeble
Member
- Messages
- 12,633
- Location
- GTA Ontario Canada
Today I receivedmy bill from Bell Canada. Bell provides me with Telephone, Cell, SatelliteTV and Internet access and I have been with them for years. But.....that don’tmean I am a happy camper.
It totally saddens me to observe how these large corporations operate and howin my not so humble view they have totally lost their way.
All of them sprout customer service, service excellence etc, every possible newbuzz word marketing hype wordsmithing gimmick in the book. They flow like the Niagara Falls. But I haveto question just how these organizations survive. Do they really think we sostupid.
Along with my bill this month I received a leaflet titled " Importantupdates about the Terms of Service from Bell.
So upon opening it I read the following sentence
You will continue to receive the quality services you have come to expect from Bell, though now under ourUnregulated Terms of Service (UTOS), which are enclosed for your reference.
So this got me to thinking.......
1) I aint been a happy camper for so many years but the competition seems to mimicBell with every move so no point in changing btdt before.
2) When I complained in Dec and suggested I move to another provider, I was transferredto a customer retention department, they more than halved my Bill.....
3) My Bill is now down to $108 for everything. How are they now paying thestaff with more than 50% of the previous margin gone or how do they think Ifeel knowing they were ripping me off for all these years before I complained.
4) I live in a country where growth in population is derived mostly fromImmigration with Immigrants arriving mostly from countries that were not Englishspeaking and so most are English as a second language people how are theysupposed to understand this legal document that I think many average people wouldneed a lawyer to interpret even if they are fluent in English.
5) Was there any consultation with the customer before the terms of theircontract are changed...there is an assumption something like the regime I grewup under that big daddy knows best what you want so big daddy has decided foryou. And I don’t mean my father.
6) If you couldsee the font size ( less than anything my printer could print and still belegible) on this pamphlet for the terms and conditions, I think the averageperson would need a magnifying glass to read it, never mind their base ofpaying customers many of whom I would say use reading glasses daily.
7) Just how much time equaling money was spent by the corporate overheads inthe process of compiling and wordsmithing this pamphlet and its terms andconditions and how much did that improve the primary product they are offering.
The real jokeis we have government regulations to protect this corporation which in my viewis like protecting something that don’t deserve protecting. If ever there was acase for deregulating this company would make the perfect example of whatshould not be protected in my opinion.
How do youoffer quality services with your focus being directed towards the legalese andnot the service.
How do youoffer quality service with less and less income to provide such services and inso doing force a process of outsourcing to countries where labor costs less. Allin order to get by on the now reduced income and further degrade theperformance of the service you offer.
I would beteverything I own (which aint much J but its what I got) that one could wipeout 60% of the corporate overhead at this organization and the servicedisruption would be zero in fact left to the guys who really do the work I betit would actually improve. J
Since when didyou need what would be in normal font a 5 page terms of service legal documentto be able to supply $108 of service per month. Especially when the customer can terminate the“contract” with 30 days notice. Are corporations now that desperate to hold onto a customer that they need to bind them into the contract against their will.
This is a fineexample of how a company has lost its way. They should be ashamed of themselvesall those who work in their corporate offices shuffling paper around, attendingmeeting after meeting and one committee after another and have never climbed aphysical ladder or been to a customers site to deal with the problemsthemselves.
Ooops I forgotshame or personal embarrassment seems to be a think of the past.
It totally saddens me to observe how these large corporations operate and howin my not so humble view they have totally lost their way.
All of them sprout customer service, service excellence etc, every possible newbuzz word marketing hype wordsmithing gimmick in the book. They flow like the Niagara Falls. But I haveto question just how these organizations survive. Do they really think we sostupid.
Along with my bill this month I received a leaflet titled " Importantupdates about the Terms of Service from Bell.
So upon opening it I read the following sentence
You will continue to receive the quality services you have come to expect from Bell, though now under ourUnregulated Terms of Service (UTOS), which are enclosed for your reference.
So this got me to thinking.......
1) I aint been a happy camper for so many years but the competition seems to mimicBell with every move so no point in changing btdt before.
2) When I complained in Dec and suggested I move to another provider, I was transferredto a customer retention department, they more than halved my Bill.....
3) My Bill is now down to $108 for everything. How are they now paying thestaff with more than 50% of the previous margin gone or how do they think Ifeel knowing they were ripping me off for all these years before I complained.
4) I live in a country where growth in population is derived mostly fromImmigration with Immigrants arriving mostly from countries that were not Englishspeaking and so most are English as a second language people how are theysupposed to understand this legal document that I think many average people wouldneed a lawyer to interpret even if they are fluent in English.
5) Was there any consultation with the customer before the terms of theircontract are changed...there is an assumption something like the regime I grewup under that big daddy knows best what you want so big daddy has decided foryou. And I don’t mean my father.
6) If you couldsee the font size ( less than anything my printer could print and still belegible) on this pamphlet for the terms and conditions, I think the averageperson would need a magnifying glass to read it, never mind their base ofpaying customers many of whom I would say use reading glasses daily.
7) Just how much time equaling money was spent by the corporate overheads inthe process of compiling and wordsmithing this pamphlet and its terms andconditions and how much did that improve the primary product they are offering.
The real jokeis we have government regulations to protect this corporation which in my viewis like protecting something that don’t deserve protecting. If ever there was acase for deregulating this company would make the perfect example of whatshould not be protected in my opinion.
How do youoffer quality services with your focus being directed towards the legalese andnot the service.
How do youoffer quality service with less and less income to provide such services and inso doing force a process of outsourcing to countries where labor costs less. Allin order to get by on the now reduced income and further degrade theperformance of the service you offer.
I would beteverything I own (which aint much J but its what I got) that one could wipeout 60% of the corporate overhead at this organization and the servicedisruption would be zero in fact left to the guys who really do the work I betit would actually improve. J
Since when didyou need what would be in normal font a 5 page terms of service legal documentto be able to supply $108 of service per month. Especially when the customer can terminate the“contract” with 30 days notice. Are corporations now that desperate to hold onto a customer that they need to bind them into the contract against their will.
This is a fineexample of how a company has lost its way. They should be ashamed of themselvesall those who work in their corporate offices shuffling paper around, attendingmeeting after meeting and one committee after another and have never climbed aphysical ladder or been to a customers site to deal with the problemsthemselves.
Ooops I forgotshame or personal embarrassment seems to be a think of the past.