I had a very tiny question to ask Bell Canada last week — I mean really trivial. My phone number had changed because of some harassing calls and I was unclear whether this would affect how I paid my Bell bill over the Internet. Easy question. One that you would think is actually fairly common.
So I called Customer Service, which in the land of Bell Canada, means a journey down some dark and twisty roads.
First off: put on hold, which is never promising. And then after speaking with five agents, being dropped not once but twice, and wasting 65 minutes of my life, not to mention the emotional trauma of becoming volcanically angry, I got an answer to my friggin’ question.
A bit of context. In the decades I have dealt with Bell Canada, I have called Customer Service maybe five times. And every time it has been the same story of ignorance, evasion and nonanswers. I cannot remember a pleasant, easy conservation with any Bell Canada service agent. I’m positive Bell Canada pisses off hundreds of customers daily. For how many is speaking to Customer Service agents the end of the line, so to speak ?
For me it was.
Bell Canada, I have put up with your condescension, your arrogance and your crap for 27 years. I kept thinking it would get better, but it hasn’t. And then I finally figured it out. We do not have a relationship of mutual respect. Our relationship consists of you abusing me, and me taking it and coming back asking for more. It is the classic relationship of the abuser and abused.
And guess what, Bell Canada? You aren’t a monopoly anymore. I don’t have to take it. I quit. I quit you and all your works. I know you don’t care if I go over to the competition. There are plenty more sheep. But I hope other people do in thousands and hundreds of thousands until you get the message: your customers need to be treated with respect. Because we won’t keep coming back.