| | 03-28-2012, 09:16 PM Thread Author #1
Bell Service / Contract / phone issues HELP
So my family and I are in a bit of a pickle. In September 2010, we got the iPhone 4, and in August 2011, activated a second line with a BlackBerry Bold 9780. We'd had no problems with the iPhone, but right from the get-go, the 9780 didn't work right. We called customer support, who told us that it was a software issue and to wait for the new software bundle. That came and went, and the phone remained dysfunctional.
Finally, it was taken into a SPA centre and shipped for repair, came back just as malfunctioning. The same issues persisted. That is, consistent loss of network signal, data loading/not loading, overall lag, start-up/boot-up time of over 10 minutes and text messages and bbms not sending. A while later we shipped it out again and it returned replaced, but shortly after, began to exhibit the exact same problems.
Also, we travelled to the Caribbean in August, and were billed insanely for text messages and data services we didn't use. It took 6-months after we'd paid off a part ($1500 of the $450 bill to finally get Customer Service to remove the audacious charges. The records showed that we'd sent 7-12 international text messages per minute! Impossible! In the six months, we were harassed several times daily by their Billing Department informing us of outstanding fees, despite it being promised to us several times by Customer Service to remove the charges. We were even charged a $50 fee to do this, and nothing was done.
Since then, we've exhibited consistent problems with the BlackBerry Bold, despite it being replaced, and now the iPhone 4 has issues connecting to the Bell network. We'd have issues making a call when outside of a building at York University in Toronto! We called customer support, and they said that we were close enough to a signal tower. After explaining the situation for most likely the 20th time to customer service, we were told that Bell does not take responsibility for the malfunction of their devices, and that we'd again have to send them out for repair, and spend 4-6 weeks with a loaner phone, or pay $150 to replace the phones. Both devices have been well-taken care of, cased, screen-protected and compressed-air dust cleaned consistently.
We contacted Bell, requesting to terminate our contracts without penalty, because of the atrocious customer service, network and reception service, and device issues that Bell refused to take responsibility over. We asked to be reimbursed the $150 we paid for Bell billing us incorrectly. The agent, then the agent's manager ignored us and has told us to pay over $900 in cancellation fees, and has "generously" offered to cut that in half to $450... Is there anything else that can be done?
I don't think it's fair that we purchase devices we assume will work but do not, and get billed incorrectly, and then suffer through harassment from the billing department, and then to pay $450 in cancellation fees just to get out of it.
Does anyone have similar experiences with Bell? Please share.