Complaint.

Hello.

 

My name is Brent Evjen, ExpressVu account number 8455101001474443.

 

I have recently moved and booked my new installation date with Bell ExpressVu on approximately July 26th.  I was told that the new dishes would be installed on Friday the 13th of Aug.  I adjusted my work schedule to accommodate this appointment.

 

Friday the 13th came and went without any contact from anyone regarding the installation of my dishes.

 

On the Saturday, August 14th I received a call from an installer who told me they were sorry they hadn't come on the 13th and that they did not know when they could come to do the installation.

On Sunday, August 15th I received a second call from the installer who told me that they were unable to come to install the dish until Thursday, August 19th.

 

I told her that this was unacceptable, and I would like the dish installed right away.  Her response was "I'll have to talk to my husband."

 

Later that afternoon I received a phone call from a man who informed me that he was the installer and that Thursday was the best that he could do.

 

His reasons for this were many.  His reasons included "it is too expensive to drive to Smithers for one installation." , "If Bell had their way I would be driving all over the place to do one installation at a time." , "in the north things don't work like they do in the larger centers" , " Bell doesn't give me enough notice before they want the installation done."

 

After listening to his woes, I explained to him, that I had booked the appointment for the 13th, and I had re-arranged my schedule to accommodate that appointment, and he replied, in a very sarcastic voice, " I didn't even get notification for your installation until the 13th, how do you expect me to run my business like that".

 

After hearing him complain more, I explained to him that his problems with Bell are "not my problem" and I wanted my dish installed before Thursday.

 

I suggested to him, that since he didn't have time to do it, perhaps he should phone Totem Audio (a local retailer who did my first installation ) and ask them to do the installation for him.  To which he replied, "that's not my problem."

 

I asked him if he was contracted by Bell to perform installations.  He said "Yes".

 

I asked him if he had been advised of my installation.  He said "Yes".

 

I asked him why my installation hadn't been done.  He again said that he couldn't do it before Thursday.

 

I told him "That's not good enough".

 

To which he responded, ".. then you better phone Bell and have them rebook your installation with someone else, and I hope you don't get your dish for three or four weeks."   Then he said "F*** YOU" and he hung up on me.

 

At no time in the conversation did I ever curse or use foul language.  I admittedly was not sympathetic to his problems, but I do not feel that I should have to listen to his complaints about Bell. 

 

I am the customer, my only concern is with my installation and meeting my expectations for reasonable service.  I made an appointment for August 13th and it was not met.  When I did finally speak to a Bell representative, who was the installation contractor, I was cursed at and hung up on.

 

 

This is not acceptable.

 

 

I would like a written apology, by mail, that includes the steps Bell ExpressVu has taken to prevent their customers being treated in such a manner.  In particular a copy of any reprimand sent to the contractor.

 

I have been a Bell ExpressVu customer for only approximately one year, until this point I have received excellent service and my expectations have always been met.

 

 

 

Brent Evjen

 

Box 5129

Smithers BC

V0J 2N0

 

(250) 847-2618