Bell Canada sucks (or, how NOT to practice permission marketing)
Few people I know would disagree that Bell Canada has just about the worse customer service they have ever encountered.
As a subscriber to their DSL service several years ago, I tried to return a defective DSL modem they had supplied me with. She went through insisted her little decision tree, which eventually concluded that the problem was either with their modem or my network card.
The only way to exonerate my network card was by running a utility she supplied, but which was not compatible with my system’s configuration. I knew the modem was the problem, because I tried a friend’s and it worked perfectly with my setup. I told the Bell customer support agent this.
It was to no avail. I tried to explain to her the logic of what I was telling her, but she wouldn’t sway from her script and pre-planned decision steps, before finally getting angry and me, blurting out:
- Sir, do you want me to get fired for helping you?
Suddenly, it all made sense. If you work for Bell Canada, you shouldn’t help your customers, lest you risk getting fired.
So figure how surprised I was when my mother received a card from Bell after dumping them as her local telco. How thoughtful that a company the size of Bell Canada would take the time to send a cute little card to tell their customers “it was better with you here.” This, after she made it very clear to their telemarketers that she was not interested in returning to their service. Here’s a scan of the front and inside of the card:
In case some of you don’t get the message Bell is trying to send, here’s a rewrite, in plainer English, of their text:
It was better before deregulation.
Dear [xxx],
I’m writing to say that we are sorry to have lost our monopoly position in the market. Even though greater choice, lower prices and better service are driving millions of Canadians away from us, there’s still a sucker born every minute.
Unfortunately, since you asked not to be contacted again, we have to wait three months before resuming our harassing calls to you. We’re counting down the days because we’d rather spend time harassing disatisfied customers than figuring out how to actually provide a service that people want.
Tags: Bell Canada, Bell, marketing, telemarketing, permission marketing
