My 12 month contract with Bell Sympatico expired in August. In September, my rate jumped by $10 per month to $47.95 Since I had previously had two 12 month contracts for $37.95, I decided to contact Bell to negotiate a third contract. Bell is offering new users of their service a 12 month contract for $37.95.

Nothing had changed on my account, so the extra $10 seems unwarranted in my opinion. I do not need a new modem or any extra services.

Below is the chat session I had with a Bell representative on their web site. It took about 1 hour, but I finally got what I wanted. I think I just outlasted them.

Here is the chat.

System
Welcome "Customer Name".

System

Connecting to server. Please wait...

System

Connection with server established.

System

Vijay (SCI-11624) has joined this session!

System

Connected with Vijay (SCI-11624)

Vijay (SCI-1162 4)

Hi "Customer Name", welcome to Bell Internet Services, my name is Vijay (SCI-11624). By looking at the option you have selected, I see that you have questions regarding your account, how may I assist you with this?

You

I would like to renew my contract for internet service at 37.95/month

You

I noticed that it expired in August.

You

As a result, I was charged $50 in September

Vijay (SCI-1162 4)

Thank you for the information.

Vijay (SCI-1162 4)

I can help you with that.

Vijay (SCI-1162 4)

May I put you on hold for while?

You

ok

Vijay (SCI-1162 4)

Meanwhile I check with your account and let you know.

Vijay (SCI-1162 4)

Thank you, Stuart.

Vijay (SCI-1162 4)

Give me a moment, please.

Vijay (SCI-1162 4)

Thank you for your patience.

Vijay (SCI-1162 4)

I have checked with your account and you are in DSL High Speed Product service.

Vijay (SCI-1162 4)

And the price plan is $47.95/m

You

I have signed a 12 month contract each of the last 2 years to reduce it to $37.95

Vijay (SCI-1162 4)

Yes, I can understand.

Vijay (SCI-1162 4)

However, we don't have dsl high speed service any more. We have the implemented high speed service to Dsl performance with more features and benefits.

Vijay (SCI-1162 4)

Can I explain about dsl performance service?

You

My service has not changed. I am still using the same equipment that I have had since I started using Bell Sympatico many years ago.

Vijay (SCI-1162 4)

Yes, you are correct.

You

I do not want a new service or new equpment

Vijay (SCI-1162 4)

Yes, I can understand.

You

I just want a 12 month contract at a lower price like I have had in the past.

Vijay (SCI-1162 4)

Give me a moment, please while I have word with my supervisor and let you know.

Vijay (SCI-1162 4)

I could see that you're a long term client of Sympatico, I would like to take this opportunity to appreciate your loyalty towards Sympatico, Thank you for being with Sympatico.

Vijay (SCI-1162 4)

Thanks for waiting, I haven't forgotten you! I really appreciate your patience.

You

The price I am paying now is the same as your Total Internet Max 10 service.

You

Howerver, I only need the Total Internet Performance Service for $37.95 per month.

Vijay (SCI-1162 4)

Yes, I can offer you the price plan as $37.95/m plus modem fee $2

Vijay (SCI-1162 4)

May I know have you bundled your service with bell?

You

I have paid for the modem over the years. I am not paying an additional fee for an old modem.

Vijay (SCI-1162 4)

It will be applicable for all Sympatico customers.

Vijay (SCI-1162 4)

So, we are not able to waive off the modem fee.

You

I will call the business office. You have not been helpful. I should not have to pay more than your current promotional price.

You

which is 37.95

You

there is no modem fee in the promotinonal price

Vijay (SCI-1162 4)

Yes, I can understand. As I am frontline chat agent is the price plan I can offer you.

You

Then pass me to a supervisor

You

If you don't have the authority to make a deal, than I should be dealing with someone who does.

You

Why should a long term customer get a more expensive deal than a new customer?

Vijay (SCI-1162 4)

Yes, I offer you $37.95/m as your requested.

You

When does it start?

Vijay (SCI-1162 4)

But, you need to $2 modem fee

You

pass me to a supervisore. There is no modem fee on packages for new customers

Vijay (SCI-1162 4)

Give me a moment, please while I transfer your chat session to my supervisor.

System

You are being transferred to another Agent. Please stand by...

System

Vijay (SCI-11624) has left this session!

System

Jigna (SCI-9275) has joined this session!

System

Connected with Jigna (SCI-9275)

You

I would like the same rate as is offerred to new customers for the performance package. There is no modem fee.

You

37.95

Jigna (SCI-9275 )

Hi Welcome I am the floor supervisor.

Jigna (SCI-9275 )

Give me few minutes to review the chat session.

Jigna (SCI-9275 )

Okay. I offer you $37.95/m as your requested.

You

no modem fee?

Jigna (SCI-9275 )

Let me explain about the modem rental.

Jigna (SCI-9275 )

The modem rental $2 is mandatory for the all the customers.

You

I have an old modem that has long since been paid for. I do not want any new equipment.

You

My service is working for me.

You

I just want to sign a new contract at 37.95 total.

Jigna (SCI-9275 )

Okay.

Jigna (SCI-9275 )

I understand.

You

When will the new price start.

Jigna (SCI-9275 )

The price plan is $37.95/m.

Jigna (SCI-9275 )

The $2 charge for modem rental for every month is mandatory. plus taxes fro the first 12 months.

Jigna (SCI-9275 )

so you monthly bill will be $37+$2 modem rental + taxes.

You

I will call the business office. You have wasted my time. If I am not satisfied, I will switch to another service.

Jigna (SCI-9275 )

The modem rental is what you are already charging in the very month bill.

You

I did not pay a modem rental fee in my last 2 years.

Jigna (SCI-9275 )

Give me few minutes I will check.

You

There is no modem rental fee for new customers on a 12 month contract.

You

Why are you charging existing customers more than new ones?

Jigna (SCI-9275 )

Let me explain that also please

You

Existing customers should get better offers, not worse.

You

It costs less to keep a customer than to get a new one.

Jigna (SCI-9275 )

Give me moment please.

You

Therefore existing customers should pay less not more.

You

you need to type fasters.

Jigna (SCI-9275 )

In order check your account information, please give me moment.

Jigna (SCI-9275 )

Please check the link for the price plan.

Jigna (SCI-9275 )

http://bell.ca/shopping/PrsShpInt_NewAccess.page ?userType=NEW

You

It says 37.95 for 12 months. there is not modem fee.

Jigna (SCI-9275 )

And click on "details" in the bell Internet performance.

Jigna (SCI-9275 )

I will guide to the another link,

Jigna (SCI-9275 )

In the link, please "click on conditions apply*"

You

I did, but the conditions should be on the same page.

You

That is misleading advertising and is against the law.

You

The price should say 39.95, not 37.95.

Jigna (SCI-9275 )

I understand staurt.

You

there is no link or asterisk beside the price to indicate that there are conditions other than what is visible on the page.

You

If you understand, does that mean you agree with me and the advertising is wrong?

You

I understand implies that you agree with me.

Jigna (SCI-9275 )

In the link you can able to see" Certain conditions apply " in blue color.

You

The conditions link is at the bottom of the page in small print. It is not obvious. This is a misleading page.

Jigna (SCI-9275 )

The best I can do you is, we offer you $37.95 + taxes for next 6 months.

You

And then I have to go through this again in 6 months? I think 1 year is better. Give me 12 months and you have a deal.

You

I don't need the extra features of the service.

Jigna (SCI-9275 )

Umm, give me minute.

You

I don't need a new modem, I don't need the security services since I am on a Mac. I don't need any more email addresses.

Jigna (SCI-9275 )

Now, you are in high speed.

You

Yes , I am using High speed now.

Jigna (SCI-9275 )

I will not do modification in you account, so you can continue with same products with $37.95 + taxes for next 12 months.

You

ok, that is fine with me.

You

what is the next step.

Jigna (SCI-9275 )

I will the necessary adjustment so that you billed as we promised.

Jigna (SCI-9275 )

Is there any else i can do for you now.

You

no, that is all. Thank you.

Jigna (SCI-9275 )

Thank you for choosing Bell, and have a great day. To help us to continuously improve our level of support I invite you to complete the survey that will appear in the window from which you launched the session. Furthermore, download our free Internet Check-up software from Bell for a chance to win a HP Pavilion Entertainment Notebook, one year free Sympatico Internet, a 19” HP LCD monitor, or a 4GB Samsung MP3 player. Go to: www.bell.ca/internetcheckup to enter the contest.