The Worst Service Provider = Bell Mobility

It all began with a lost cell phone...

...and it ended with John and I writing my first strongly worded letter ever. I'm not angry at Bell; but this is the first time I've ever written a letter to try and correct what I see as an injustice and I want to share my enthusiasm for it.

My favourite part of this sordid tale was listening to John talking to manager after manager on the phone on Bell's Customer Support Line. He was magnificent, explaining clearly and methodically (but with a gusto I've rarely heard in him) what the situation was and why it was Bell who broke my trust by failing to provide a service that I, in good faith, have paid for. I almost shuddered in delight when he told the manager to "take a little pride" in the company he represents.

I'm sure you'll come to understand the details of this thrilling account from the letter following:

I called Bell seven weeks ago to replace my lost cell phone at which time I was promised a promotional offer for a phone that would arrive in five to seven business days. After seven hectic weeks of scrambling for other means to communicate, I called Bell to see what the delay was and was told that the phone would not ever arrive. Apparently, the agent I spoke to seven weeks ago was informed of this but decided not to follow up with me.

The poor customer service I've endured these past two months has led me to the conclusion that Bell is no longer a company I would like to be associated with. When I called earlier today to cancel my account I was told that being lied to by Bell about the delivery of the phone, as well as being charged for two months of service I was unable to use, were not substantial enough reasons to void my contract and nullify the cancellation fee.

This break of trust with a service provider that I have used faithfully for five years leaves me profoundly disappointed and upset. The supervisors/managers that John spoke to on the phone earlier today were completely unapologetic about the admittedly flawed service I have received these past two months. When John was told that the grounds on which he was asking for my cancellation fee to be waived were unacceptable, he asked what would qualify an individual to have their cancellation fee waived. The manager refused to answer and threatened to "terminate this phone call". This lack of courtesy is shocking and disrespectful. When customers can't call the Customer Support Line and be given reasons why their requests cannot be fulfilled, you have failed in your mandate.

On the whole, Bell's lack of pride in maintaining an efficient and customer service driven company is embarrassing.

What do you think? Are we tough beans or what!