Here's How You Voice Your Dissatisfaction

For quite some time, we have experienced incomplete service in using Bell Mobility service.

For more than one year, we have seen that calls going into these numbers (250-6x1-xxxx, 250-8x8-xxxx, 250-8x8-xxxx, 250-8x8-xxxx and 250-6x1-xx) or coming from these numbers to other telephones have not completed their calls. The first three of the above numbers were part of a single plan. The fourth number was held by [Screwed Customer]. This has led to great deal of miscommunication. We have, as we detail below, attempted to find a remedy to the problems to our dissatisfaction through your customer support network. To limit the damages that your incomplete services caused, we have been forced to discontinue service for two of the phones (661-4xxx and 661-6xxx) through the Bell Mobility. Since that time, those two phones have suffered no loss of service.

In these cases, the caller will either hear a ringing until the call goes to voice mail; or we will receive a caller is not available; or the call will go directly to voice mail). After detecting that this was a problem, we began attempting calls through to the numbers while the caller and receiver were in each other's company. There is a lot of variability to this issue. On a given day with a given phone, the range of failed calls exceeds 75%. Three of the phone were of one brand and two were of another. Three of the phones had message center features and a different two of this did not. The only common feature and point of failure was the Bell Mobility network.

In May, we contacted the technical support for Bell Mobility. We feel the experience was poor, but the representative supposedly opened a trouble ticket 0004942xxx (6019xxx). We waited until June 1st for resolution or some form of an update. On June 1st, I called back. I learned that the trouble ticket was improperly prepared. The representative could not transfer me to the technical support staff. She collected my home number that I could be reached at that time-- the same land line I was using to place the support call. I was assured that a technical support representative named, "Enza", would call back directly. She did not. We have found the technical support and customer service to be very poor. In April, we discovered that email messages sent to our phones were not longer going through. Upon discussion with your technical support staff, they said that they problem had been going on the Greater Victoria area for approximately three weeks. We were not informed that an important feature of service was faulty. This caused damages as some of the emails were critical notices that I needed to receive. When we asked why we were not informed, the representative had not reply. When we brought this matter up to sales associates at the Bell retail outlet at Hillside Mall in Victoria, they were largely confused and they claimed that they did not hear.

We are dissatisfied with both the quality of service and persistent technical problems experienced while using the Bell Mobility network. These constitute incomplete service and void the terms of agreement. Going forward, what follows are four options to pursue. If both parties can have a dialogue regarding this matter, we feel that all parties would benefit from Option B. If Bell Mobility cannot respond, we will exercise Option A as that clearly ends this agreement with no interaction from Bell Mobility. We require that a representative from Bell Mobility respond via written correspondence to the above address. We view this as a serious matter that requires your immediate attention.

Option A) We pay the balance indicated on the most recent statement that we have on the most recent statement in our possession (Bill Date: May 1, 2007) of the outstanding remainder of $284.55. This will end all agreements between our two parties. In this option, we both agree that no more monies or products will expected or exchanged between either party.

Option B) We pay the balance for our regular service as indicated on the most recent statement in our possession (Bill Date: May 1, 2007) of the outstanding remainder of $284.55. Should another bill for regular services be received by our party before the conclusion of this discussion, we will pay for those regular services. We will surrender the two telephones we possess to a Bell retail service outlet; in May of 2007, a third cellular telephone was stolen. If you can convey the depreciated cash value of that telephone, we will pay that as well. This will end all agreements between our two parties. In this option, we both agree that no more monies or products will expected or exchanged between either party after this return of the equipment we hold.

Option C) Bell Mobility offers up a significant sum of relief and credit our account. A majority of calls we have attempted to place and the majority of calls that other have attempted to place to our cellular telephones have not been received, we feel it is fair to excuse a majority of the amounts billed for basic service. As we have been suffering with Bell's incomplete service for an excess of one year, it is a fair compromise to credit us for 51% of the last three months of regular services (approximately $235); and agree to work to resolve the technical issues that have spawned the incomplete service we have experienced. Should Bell Mobility agree to this Option, we would continue to use our Bell Mobility service on the good faith that the incomplete service we experienced was a thing of the past.

Option D) We resolve this matter via litigation through the Small Claims Courts. We feel this would not be productive for either party, but we do need a decided resolution to this matter. Should we be forced to exercise this option, we are content to canvas the general public for Bell Mobility users and introduce any of those who agree to testify that they have had experiences in common with our own. Given the dissatisfaction that we have discovered from an informal survey, we are confident that we can introduce a very large number of Bell Mobility users who have also experienced incomplete service. While we would not ask all of them to resolve their matters of incomplete service through our approach, many of them may do so after learning that they are not alone in their situation; should any of them do so and request our aid, we would be willing to offer testimony, et cetera. We cannot provide an estimate of the damages we would seek, but they would amount to closure of the agreement, a significant refund for the services we paid for but did not receive, and any other damages that we would be advised we could seek for the protracted inconvenience we have experienced.

If we do not receive a written response postmarked no later than July 10th, 2007, we will carry on and exercise Option A as outlined above. Should your billing department view anything outstanding that we have resolved by exercising this option, and should they attempt to collect money they may view as outstanding, we will need to resolve the matter via Option D. Should your billing department pass this matter onto third party collection, we would be forced to launch immediate litigation against that third party; dependant on that outcome, we may also be forced to carry out litigation against Bell Mobility after that time.