(2 votes, average: 9.5 out of 10)
Loading ...Europe fights back against “rip off” texting prices
When Canadian Industry Minister Jim Prentice meets with the big-wigs of Bell Mobility and Telus Mobility next month to hear their explanation for hiking the price of text messages, consumers should hope that he takes his cue from across the Atlantic.
Imagine if the CRTC put their foot down and demanded that the telcos rescinded the new fee for incoming text messages. What’s more, they added regulation that would stop travelling texters from coming back home and suffering from a case of “bill shock” - capping the price of text messages while roaming at one-quarter the current cost.
Such actions might seem like a wonderful dream that harried Canadian cell phone users might have before waking up to a harsh reality where regulators prefer a hands-off attitude to the marketplace - even one ruled by an “oliogopoly.” But in Europe it’s no dream, but a reality. The European Union’s telecommunicaitons commissioner has stepped in to curb text message pricing. She’s imposing a cap of 18 cents per message, down from about 46 cents charged per message sent when a customer is abroad. What’s more, the eventual goal is to bring it down to just 6 cents a message!
Bell is hiking their roaming fee for text messages to 60 cents a message. Now it’s just one more way Canadian wireless customers are getting shafted in comparison to their European and U.S. counterparts.
When Prentice is done looking at incoming text message fees, he should take stock of the roaming fee situation that is getting out of hand in Canada.
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(3 votes, average: 8.67 out of 10) Loading ...Bell’s customer “service”: sell irate customers a text bundle
Any cell phone owner almost expects it now. Every time you phone in to customer service with a problem or a question, you’re inevitably pitched yet another service to add to your phone. The customer service reps are trained to sell you little extras that will nudge your phone bill up each month. Thats’ because it means more guaranteed revenue for the phone company.
In my coverage of the text message fee issue this week, the most outlandish thing I came across was an internal Bell document. The document was posted on the Web site mobilesyrup.com and informs staff of the new incoming text message charge fees.
Unbelieveably, the document almost anticipates the customer outrage over this issue. “In cases where the client requests removal of access to the text messaging service, educate the client on the benefits of text messaging as an alternate form of communication (i.e. information on their Bell account, Amber alerts, promotion).”
The document also instructs customer service reps to point to Telus doing the same change in billing practices. There’s also a section that talks about how to retain customers who are upset at the new fee.
“Show empathy and understanding of the customers’ concerns. Explain that this price change is competitive and aligns to the current Canadian wireless carrier Text Messaging pricing,” the document says.
The empathy doesn’t last for long. The next step involves reminding the customer of the cancelled contract penalty fee. Customer service reps are also instructed to urge the customer to opt in to a text bundle plan!
I’m used to cell phone companies making sales pitches to me when I call in. But I can’t believe that Bell thinks they will be able to spin customer frustration at arbitrary new fees into increased sales of text bundled plans.
When it comes to far-flung sales tactics, Bell takes the cake.
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(3 votes, average: 9.67 out of 10) Loading ...Canadians lambaste Bell Mobility, TELUS over “15 cent cash grab”
By Joaquim P. Menezes
Crooks, criminals, thugs, money grubbers, gougers, sleaze bags – these and other choice epithets (many unprintable) – appearing since yesterday in myriad blog posts – describe what scores of Canadians think of two of this country’s largest cellular service providers Bell Mobility and TELUS.
The trigger for this widespread outrage was the announcements made by the duo on Tuesday that later this summer they’re going to start charging wireless customers, who do not subscribe to a text message bundle as part of their calling plan, 15 cents per incoming text message.
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