Saturday, April 12, 2008

How not to get a paper version of the phone book from Bell Canada - part 2

After my efforts the other day to try to find out what Bell's plans were to start giving people the option to get a paper version of the phone book or not, I was waiting for a reply to an email I sent to the complaints department of Bell.

Here is the transcript:

To whom it may concern,

As someone who never uses a paper copy of the telephone book I decided to inquire from Bell Canada how to opt out of receiving the telephone book. First, nobody that I was in contact with (via email and then by instant chat) knew the answer and immediately misunderstood my concern. Finally I was given the contact information for the directory company (who responded quickly and answered my questions (the right question) to the best of their abilities) being told that it was not possible to opt out of receiving the phone book.

Considering what an enormous waste this is, and how many people I know who would also like to not receive a paper copy of the phone book I inquired as to plans to change this blanket distribution. I was told there was no current plan but that some changes were likely going to be made. I would like to know if this is true, what those plans might be, and how I can then distribute the information on this new practice to my friends and family as well as via my blog.

I thank you in advance for your quick response on what I consider to be a very serious issue. Saving as much paper as would be saved by many people not receiving the directory (not to mention it must be a cost savings to your company!) is not something to be ignored!

Lara

(eesh, I was in a mood huh? :) Now the response I got (minus come of the canned stuff to make it less heavy to read)

On Tue, Apr 8, 2008 at 2:33 PM, belldirect <bell.direct@bell.ca> wrote:
Hello Lara

Thank you for visiting Bell's web site. My name is Guruchand and I am
pleased to assist you regarding directory book.

I understand that you don't want to receive directory book. I will
help you regarding this issue Lara.

I have sent the request to one of my colleague in the specialist department. My colleague will help you in stopping the directory books.

I am sorry for the delay in processing your request. But I assure
that you will not receive any directory books in papers.

Please feel free to contact us in the future by using our online Chat.

We appreciate you using Bell Canada's eContact Centre.

Thank you,

Guruchand
Bell Canada eContact Centre

Hmm. Suspicious I say. So I reply:

Thank you for your response. Since I was told it wasn't possible to
opt out of receiving phone books I would appreciate a follow up once
this has been forwarded on to the person who can help. Also, I would
like to find out how I can pass along this information to other
friends and readers of my blog who would choose to also opt out.

And then I get:

Thank you for visiting Bell's web site. My name is Guruchand and I am
pleased to assist you regarding the directory book.

I am glad to help you again Lara. If your friends want to stop the
directory book in papers, please ask them to send a mail to us. We will
help you all.

Please feel free to contact us in the future by using our online Chat.

We appreciate you using Bell Canada's eContact Centre.

Thank you,

Guruchand
Bell Canada eContact Centre

So what do you think? Do you believe Guruchand or are you just as skeptical as me? Or Eric?

Considering the earlier response stating that there was no delivery list to be removed from makes me wary that they would make a no-deliver list. I can picture Guruchand's specialist colleague saying "Tell them we can put them on a list, they won't know there is no list until the book shows up at their 2009, at which point we will be driving to Calcutta to join Rogers customer support anyhow!"

What do you think my next steps should be?

5 comments:

Nicole said...

Is it wrong that when I read those response emails, the voice in my head had a South Asian accent? :)

At any rate, I think you've done all you can do. I'd let it sit a week, and then call/email them again if they don't get back to you about this.

IMHO.

erin said...

Sounds to me like they are telling you what they think you want to hear so that you will stop making a fuss.

erin
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Shona said...

I know this is serious, but I am also seriously entertained by this blog and the responses. I too heard a South Asian accent in my head as I read it. If you ever get it figured out, let me know, I don't need a paper copy of the phone book either. Hello, online listings! I also think you are right to be skeptical of the abilities of this fellow to help you out as easily as he says.

Shona said...
This comment has been removed by the author.
Some kind of Wondermom said...

LMAO.

Keep harassing them!! Send an email to the Ottawa Citizen and cc the CEO of Bell Canada.