As the end of January approaches, I’m a little nervous. Bell has alerted me that they are “making changes to our e-mail systems which will require you to update the settings on your e-mail software…Please note that if you do not update your settings by January 31st, 2010, you will no longer be able to receive your e-mail.”
Does that seem like excellent customer service, to make a change that could possibly result in customers not being able to use the service they have paid for?
Bell has helpfully provided an “Internet Check-up” tool to see if any updating is needed. Oh, but too bad for me, it’s “currently only compatible with Windows.” As the Bell site curtly informed me, “You are running a Macintosh operating system.” Not to worry, though; “Efforts are ongoing to provide a Macintosh compatible version as soon as possible.”
Bell has been tinkering with their system for a few months now, causing random unexplained grief. First, the mail system stopping playing nice with the e-mail program I use. Then, I discovered that I had somehow been given a limit on how many messages I could send in 24 hours, without being told I had a limit. So although I administer a mailing list of about 230 association members and have been regularly sending messages to them for about two years, I suddenly got an error message that said, “Requested action aborted. You have reached the limit for how many messages you can send in 24 hours.”
I tried to e-mail Bell’s support account to find out what was going on, but of course I was over my secret limit. So I tried online chat and found out my limit was 250 e-mail messages a day. When I explained my problem and asked that my limit be raised to accommodate the mailing list I administer, here’s what happened:
Bell: I would need to escalate the issue to a higher tech support to get this issue resolved.
Me: Please do so.
Bell: I suggest you wait for 24 hours for the limit to be raised.
Me: You mean I can’t e-mail anyone else today?
Bell: Sorry to say a yes.
Me: That’s not very responsive service. I can certainly wait 24 hours to send a bulk e-mail but another 10 to 15 today doesn’t seem like much to arrange.
Bell: I do understand your concerns but we need to wait.
Well, the limit has been raised, although I didn’t get official notice of it and have no idea what it is. All I know is that I’ve been able to send several bulk mailings to the group. But you see why I am a little worried about the changes happening January 31.
So if you are a company upgrading your systems, please make sure it’s a change that will actually improve customer service. Otherwise, you are just like the companies who advise they are “changing” their fees when really they mean “increasing” their fees — it’s not good news to the customer.
Oh, Sue, you’d better stock up on paper, pens and stamps.
You know, each time Bell Canada calls to try to entice me to switch from Cogeco, I laugh. “After what I’ve heard about your service, especially for Mac owners? NO THANKS!”
Donna, you’re right. I was just without Internet access for 24 hours, too. I wonder if that’s connected to the big upgrade?
My sympathies Sue. After paying their horrendous bills, coping with numerous service interruptions and terrible (unresponsive) customer service like you experienced, I finally abandoned Bell and have gone to Primus. 1/2 the price and so far, no problems. And when I do call them, a real person, located in Canada, answers the phone. Wonderful!
Ellen, imagine that! A real person! In Canada! That *is* wonderful.