Ma Bell

Our landline was not working. So my husband calls BellAliant. Customer service representatives are all busy, would you like a call back? Thank you very much, he thought, and pressed the number for yes. Bell called back, a technician will come next day.

dog with phone photo d stewartThe technician came and fixed the line outside. He explained the problem clearly and said if it happens again, call. Ok, and thanks. Great service.

Then a call from BellAliant, a recorded customer satisfaction survey. Are you the person who placed the call, the recorded voice asked. I pressed the number for no. We will call back, the voice responded. Recorded voice did call back and my husband answered its questions. That’s the end of it, we thought.

The phone bill arrived. A charge for a “Call Trace” – $5. No date, no number, nothing explaining what this was. So a call to BellAliant to ask. It means a call back, the customer service representative said. You used the menu option to receive a call back from someone you called.

Undisclosed service fee

The only call back we had asked for was our call to BellAliant. To fix the phone service that they provide us. An option in their phone menu, but with no warning that a charge will apply for using it.

Then it is listed on the bill with no details of when or to whom the “Call Trace” was made. They must know – they’re the phone company! And, in this case, it was made to them, to report a problem with their service.

The day after making that call to BellAliant, the phone rings. It’s the recorded voice from BellAliant, a customer satisfaction survey. Are you the person who made the call, it asked me. I hadn’t been, but I said I was. I now know it’s the only way to make them stop calling.

It was a short survey. The service representative did her job well, the wait to get through wasn’t long. So BellAliant can tick the box for a happy customer experience. However, there was no opportunity to give the reason for the call in the first place.

They tape the calls they receive. So they can tell on the spot if a customer is satisfied or not. I’d like to call them again, and talk to a real human, to tell them why we called in the first place. A problem with the service we pay them to provide. But it would only generate another automated customer satisfaction survey call from them!

Ernestine the telephone operator would be proud. Ma Bell is still Ma Bell.

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