Tuesday, November 23, 2010

James Barlow! Real AND Helpful!

This is a follow up to my post the other day about the appalling, appalling customer service at Bell Mobility. Things go worse before they improve, but improve they do.

James Barlow is not only a real person, he's a rare breed at Bell. He calls back; he actually knows what he's talking about; he replies with details - as opposed to the usual call-back asking for the client to repeat their problems; he tells the truth about what's going on.

The specifics are these: Two years ago, MRU established an association account for its alumni. Almost immediately, the person handling the association accounts abandoned their job; there isn't an account manager assigned to MRU either, so between the lack of anyone handling associations anyway and no AC for Mount Royal, the alums fell into the abyss... Bell has LOADS of those.

Barlow has called me by phone and has replied twice within 12 hours to my emails, all with answers to my questions AND value-added information in addition. He is also going to follow up with the appropriate people at MRU.

He has also provided the missing link, being the NODE number by which people can now actually GET a 'deal with Bell. Sadly, that's where things kinda fall apart. No fault of James's at all but what Bell calls a deal is not the same as what I and most consumers would call their offerings.

But, James did come back with a great deal from SOLO, so I'm going to have a look at that. I'm also looking at WIND, because $18 for unlimited talk and text AND call ID and message centre sounds pretty good to me!

Thanks James. 

Dear Bell Mobility. Mr. Barlow knows all about customer service. He should be your president.

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