Cellphone Bill Secrets: How to Get a Better Plan (CBC Marketplace)

This is the market, cell phone

bill

s have gone crazy, why are we having a hard time getting so many experts to share their tricks? They can put you in a warm trench for you, it's the people versus the cell phone company's mission accomplished, you can't afford to miss this, it's your market, okay? your passion we're creating our own call center three clients are about to take on the big three cell phone companies it's a no-nonsense call center challenge Nancy is ready to fight with Rodgers says they refuse to replace her shitty dog phone I'm usually not one to have conflicts, but this one pushed me over the edge.

Darren is fighting with Bell. He feels cheated into a too-good-to-be-true deal and now he wants his money back. My message to Bell is: Coming back to try again this Italian mother is taking on Talent. It's outrageous to keep Maria's business. They're going to have to make her an offer she can't refuse. Our clients cannot solve their problems. So we'll call two of them. the professionals to help them win their battles have insider information the tips and tricks you need to know Hello my name is Ron How can I help you? Ron Finnegan spent years on the front lines of cell phone service.

Thank you for hiring this retired representative. a professional and has proof that I won this award for good service and excellent sales. Ron listened to all of his complaints. Cell phone providers can do a

better

job to help improve it. He's about to tell everything. I want to help you, the viewer, get the best deal. you can train the professional

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Buster Mohammed hollaby does the big three trips a day for me to customer service it can be like 40 minutes an hour on home prep a frustrating one, very frustrating, has worked in-house selling phones for one of the big guys, fed up clients hire him to fight their battles, that's just Fiesta, he knows the right buttons to press to defeat the bills, mission accomplished, hi Mohammed, hi Ron, thank you all so much for coming, welcome to our call center, Thank you, so we have our three very frustrated customers.

They are waiting, they are ready to use the phones. Sounds good, sounds good. So, Mohammed, you're going to talk to them about this, you're going to help them solve their problems and Ron, you're going to give us the scoop, let us know. about what's really happening on the other line, obscene, so let's meet our first caller, Nancy Hebert from Mount Hope Ontario. Come on, this is the phone that causes all my pain. Nancy says Rodgers sold her a fake phone. I just spent two years with a phone. It turns off randomly, it's her only phone, so she tried to fix the problem soon, so I spoke to the employees of Starr Agents on the phone.

I wrote a letter to Rogers and she says all she was offered is a refurbished used phone. She says your device is new now she is going into cell phone battle mode Rogers do the right thing or I'm leaving Hi Nancy Hi I'm Mohammed Hi Ron Hi Nice to meet you so I think you deserve a perfect free phone, there shouldn't be any equivalent, all once you have proven that the phone is defective, it should have been replaced, okay, go to that ship, okay, then you will back yourself, okay, thanks, testing, testing, can you hear me?

Yes, I can, so I'll be talking from time to time. your ear we are ready we are rolling the doll Nancy that foam how can I help you? I've been on a contract for two years with a phone that keeps going off and I want to know if Rogers is going to do right by me. Ron says front line reps don't have much power when he was taking calls. This is all he could offer. Probably the most they can give you a credit is $50. They certainly can't give you a free phone. There is not much power nor much time.

Roger's raps are rewarded based on how quickly they take calls, so Mohammed's strategy is to bypass the front line and ask customer relations to do it, try this, ask him if he's going to perform a hot transfer, you are going to hot transfer me, yes, I am. I need to go get the money. What is a hot transfer? It's where he'll give another line to the other agent and then conference the calls. If you're still like this, we'll explain what we already know to the next person so she doesn't exactly have to waste time, oh yeah, after 11 minutes, you get a warm transfer to customer service, but it's a cold response, they need give me the phone of my choice for $0 and if not they can authorize that for me today.

Could you please put me on hold one more time and get me someone who can do that authorization for me? No one at Rogers can often authorize it to be true that he is clearly lying. Nancy asked to speak to a manager. Can you escalate this call and get me through? a manager could, but I just want to let you know that the manager won't waive the cost of the fake Mohamed, if he doesn't buy it and the agent doesn't transfer him to a manager, why wouldn't an agent want to transfer someone to a manager, no it's so much that they don't want to, but their instructions are to deal with a call and not transfer it at each level, they will try to do everything they can to prevent her from going to a higher level because it is bad for Kate for the people who transfer the call Ron says that part of your performance was based on keeping transfers to a minimum Mohammed says stand your ground Nancy how do you feel now I would like to get off this phone after 46 minutes on the call, thank you for your patience, but I now have a manager on the line , finally get a manager, perseverance pays off.

I will adjust the cost of the phone for you as Trinity, yes Nancy got what she wanted a phone. $0 in the end she is saving over $600 I'm going home happy keep this and you'll get what you deserve thanks guys ready for another call we're ready alright let's bring our next caller Maria ouchy from Burnaby BC come on down Maria yah- tchi cell phone is about family I have five children and three grandchildren another on the way I have been married for 37 years to the same man I have a relationship with Telus that lasts longer than most marriages last but she doesn't feel much love for Telus these days we are paying too much 227 228 $245 Maria and her husband used their phones for basic cannoli we are making canola like cannoli shells I don't play Don't download things don't fit my needs or fit my wallet Maria wants me change the

plan

and reduce your bills tell us let's make this happen hello hello Maria big smile on your face I see you brought some accessories for over 20 years these are some of the phones they gave me, you are a loyal customer that's really important , so know that I think today you need to get some discounts on your

plan

and get prices that

better

reflect your needs, they can update their prices for you. make it much more attractive for her are you ready?

I'm excited. I think you are a fighter. Come in and make it escalate. That's me. Thanks for calling. María's account has telephone numbers for her. Her husband and her son. Mohammed thinks it's a $200 bill. It shouldn't be much more than 100 per month. I feel like I'm paying too much money for our three cell phones. María is transferred to the Loyalty Department. She is on hold for 16 minutes. Hi Maria, finally a real person but she is luring you into a plan. Yes, I am like a loyal customer for 20 years. Mohammed says there are cheaper deals for long-term clients like Maria, but those prices are not advertised.

If you don't ask, they may not tell the police to come back with something better than what is offered. in the market I really want something that will really surprise me and that is offered much better than what is on the market, so in the market is what your new customer would be eligible for, are the prices that are advertised in the market and plans out of the market. or loyalty plans are for permanent customers like María. I've been with you 20 years and I think I deserve something like something over the top, give me a few moments Maria, I'll put you on a quick vote six minutes later.

I'm real, why don't we go well? So what I could do is give you a discounted loyalty rate give you a plan I can give you a plan for 135 oh that's in the savings yeah tell me you deserve a better price this is the standard price my loyalty deal like what has been for the last 20 years Ben, it's the absolute cheapest I think I'm going to call any of us, okay, stay on the line, our cell phone challenge increases, we'll call today to keep our business. or move our business ready to hang up your cell phone carrier join live chat with our coach and get advice on cbc.ca slash Marketplace

marketplace

always available for you cell phone bill destroyer Mohammed Hollaby is about to talk tough to Telus I'm going to speak on your behalf.

I'm going to have to pass the phone to a friend of mine. Maria is having trouble convincing Telus to give her a discount on her expensive plan. There are better deals for loyal customers and Mohammed knows the right buttons to press. Former call center service rep Ron Finnegan is listening, so at this point we're going, you know, 20 years as a customer, you know, in my opinion, it should be something a little better than this. I don't have the authority to know. like going lower than what I'm offering now, which is the cheapest we have available to offer.

Can you ask someone who can do it better because you know you will end up using accounts that give 20 years of business? Mohammed says never accept. The first offer continues to increase. I can definitely add a touch with my support team. I can't promise you that you will be able to do it any more than I can do it now. However, I will get some people from my team. Thank you. Ok, thanks after waiting more than seven minutes. Well, I'm Dave here in Calgary. Are you a manager? He gets in touch, so we've been overpaying for years and years and years.

I really don't want to waste any more time on this. I'm looking to spend about a hundred and fifteen dollars a month and these three lines and we called today to keep our business or move it and you know it's your decision, well I mean like final and I never want to lose customers, don't get me wrong, so, What are you offering here right now? I have something lower that I would offer you. I'm sure you and I can work something out, Dave, you know, a few minutes later, offer, please look at about a hundred and ten blocks, okay, say it again, I'm sorry, look how exciting it is based on almost twenty years with the company here too, I would certainly hate to lose you as a client, three agents and seventy five minutes later Maria gets a deal, I'm so excited I can't believe we made it this low or ebert with the help of my person in it anyway, first of all, you need to have a basic understanding of what is available on the market, educate yourself, educate yourself Maria saves about a thousand dollars a year on her cell phone bills I will accept that I can do this if I can do it anyone can enjoy those savings ready for another call super excited it's fantastic, let's meet our next caller Darren made low from st.

Albert Alberta come on, my relationship with Bell mobility is currently strained Darren's problem with Bell starts with turbo Stix a device that shares your cell phone data with your computer an intestinal representative called him out of the blue and offered him two for free. I asked the rep on numerous occasions, so this is going to cost more, right, I'm not going to pay for this right, he assured me that wasn't the case, sure the clubs were free, but Darren says they didn't tell him that They would charge you $30 a month. To use them I immediately called Bell and spoke with a representative who assured me that on my bill this problem would be corrected on our next bill three years later there is still no solution, he no longer has a contract, but he is about a thousand dollars short and he wants it all.

Back, what can you do? It's me against a giant corporation. I don't have the skills to make a movie myself, don't worry Darren, help is here. Hello Darren, hello, welcome, so Muhammad, what do you think he is entitled to? Well, clearly he was. He promised these were free with no additional monthly charge. He was clearly wrong. They said they were going to correct it. They didn't do it. He should get all the money back from him. You are ready to accept it. Bet. Thank you. Luck. Luck. Darren. Thank you. I've seen this happen time and time again Ron says Darren is not alone Ron has dealt with customers who were misled about extra charges on things they thought would be totally free.

Thanks for calling. Darren goes over everything again so you can total your money basket. amount I paid for the triples every month for the three years give me two seconds I'll see who I'm going to receive a contactless for that it's going to make you very cold I'll be right back sir cover the phone mention the fact that someonepromised a resolution, right, that's really important, yes, thank you very much, hi, my name is Khalil Darren. He feels good, it's the first time he calls a manager, but then the offer comes. I have no problem going back three months and crediting you with the monthly payment. rates that are specific, yes they assured me they were free monthly and I would really like all my money back.

The problem is that we don't have any notes of you calling or asking about it. or cancel the work done, why I absolutely called and called several times, but after several attempts I gave up. I was assured the first time I called it would be fixed on my next bill and it wasn't even though Darren insists he complained Bell says they had no record of his calls this is just nonsense it's a bit strange to me that have all these detailed notes about when they were included in the plan you are saying yes and there is no further notice hmm so there are notes about the sale but nothing about Darren's complaint, excuse me if you let me finish.

I don't know why he's cutting me off, but I haven't even finished talking. Mohammed, the main talks, will get a victory this time. Hold the line. Stay strong. This is your market. This is just nonsense, I'll just hand the phone over to someone to speak here on behalf of Mohammed Hollaby is fighting on behalf of Bell's client Darren who feels ripped off. They promised him that these devices would be free monthly, there will be no monthly cost for them, but there was about a thousand dollars in three years, I hope Muhammad can get the money back from him.

How would you feel about this queue jump? Let me ask you that question. He definitely would have hurt a woman unless we needed him after going back and forth for several minutes so he finally gave up and if there was going to be a cancellation fee excuse me if you can let me finish. I don't know why he's cutting me off, but I'm not even done talking yet, he can see anything. off no word no oh can you can you talk ahead okay then I want to escalate this call this obviously isn't going anywhere the only way to talk to someone higher up is if you get a call within those 24 to 48 hours I'm not interested in waiting on 24 to 48 hours, sorry, no I am not interested, it is within your ability to find me a workable solution and this is not acceptable.

Nice try, but there is no movement in the value of three months' credit. $90 this is extremely frustrating because they make it seem like it's your fault when it's not Darren coming home without a deal in the gut of Edmonton please phone Darren today he'll give him another chance oh there come on. So I'm going to coach Mohammed at conferences from his Ontario office. He's not ready to throw in the towel. We are not well either. I'm taking a deep breath here before I start. A supervisor gets in touch. Well, I definitely can. dressing here concerns today consumers value flying with a valued customer, how about he gets off to a good start and guess what he finds?

One called him and asked about the turbo lever. Well, Bell has a record of Darrin calling about the turbo levers. there is no information regarding anything else exactly and that's what's really frustrating is that no one left really proper notes on the account, as this call is different from what Bell said when he first fixed the problem, i.e. that They don't have any notes, if you call him, he would ask for it or cancel it when I added this up like eleven eighty dollars over three years, yeah, he spent a lot of money on it and then comes this surprise and be honest with you.

Honestly, I really get it, he's not the only one who sold the Rockets Nick seven ball pretexts, what did you hear that was sold under false pretenses, old rocket stick 700 pretexts, okay cool, so obviously this happened before Although you've seen this type of problem before, I'm not going to verify that even with that admission, Darrin feels vindicated and it seems like this supervisor wants to help, but he says his hands are tied. He didn't want to bring me in to get approval to go against what the other viewers say. and the CEO relies on asking Belle about Darrin's call notes and that false pretenses thing, they tell us that the reps do everything they can to help customers and promote products accurately and they still won't give him Darrin a full refund, but he did.

Keep fighting Bella, I hope you make the right decision and refund my money. Coach Muhammad will stay by his side. For now, you have to say goodbye to each other. I hope the next time we talk it will be in terms of incredible positive monetary gains. I'm following this story, okay, and until then, bye-bye, I want to ruin your cell phone bills. Get our cell phone cheat sheet at cbc.ca. Cut the market and start marking so that these are the electrodes that connect doctors. What is the longest year we are going to wait? I think about 24.

Hours, 24 hours straight, yes, marathon, so much so that it doesn't mean he's going back to sleep.