Yeah he does, but I've never had a super power to get anything from Xfinity or AT & T, Mohammed had to intervene for two of those shown, what about us 'normals' who usually get, 'Bundled' into something cheaper for a month and then socks us in the head the next month. I hate talking to any of them!
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Love how this show always shows their camera operators. That's pretty nice of the editors. Gotta show love for the guys and gals operating the cameras.
@@cloutogelevatedtv9000 lmao they said I owed them 397 dollars bill after I left them after only being with them for a month and they never heard from me again
@@cloutogelevatedtv9000 sounds like you paid some sort of an activation fee for the first month and then paid the agreed upon $64 + tax thereafter. Correct me if I'm wrong.
As a call ctr rep, I'd like to speak with more people like Mohammad who understand what to say to get the issues dealt with- he escalates instead of butting heads and wasting time arguing with the wrong people who don't have the power to do what he wants.
This is ridiculous. A 20 year customer and she has to go up up and up the line to get a decent deal. That is sad. What kind of loyalty is that from a company?
All new customers pay the introductory rate. Once the term expires, they're paying the same as everyone else, regardless of how long they've been loyal to that company. She mentioned things she doesn't do on her phone, like downloading things, playing games online, etc., which require a data plan. She should have eliminated the data plan from her phone and kept voice and text. And if she really needed to download updates for her phone, she can use Wifi.
@@bigsky1970 Exactly... I pay $25+tax/month for unlimited text and call from chatr. Only use wifi at home and public wifi places like mcDonalds or something. But she's paying like what? $35 or more every single month for something she doesn't even use? She should choose her plans carefully and see what she actually needs before she pays for the plan.
Even though I am an American and not Canadian, I have found this video to be very useful and helpful. For example, I go through AT&T for cell phone service, and with the very helpful tips in this video, I was able to lower my cell phone bill by almost $25.00 USD! Thank you very much CBC for this video! Please make more of them!
I also worked in customer service. A warm transfer is possible, but not preferred by the rep. The rep is rated on the time spent on the phone, we had a goal of 300-360 seconds or 5-6 minutes. A warm transfer usually takes 5-20 minutes and since the rep is still connected on the line, it adds to our call time drastically. Now sometimes we were required to warm transfer, but others it wasn't unless it was asked for by the customer. When the goal is set to 5-6 minutes per call, a single call at 15-30 minutes can drastically increase our daily call time value and put us at risk of getting a warning. after three warning, we would be fired. Saying this is just to let you know that basic reps usually cannot do much for you, where supervisors can, so if you have a sensitive request, please ask for a manager/supervisor right away. A 10 minute call is not bad, but if you waste 5-10 minutes explaining something they cant do anything about, that can ruin their day. Customer service is more stressful than dealing with anger customers.
Exactly, that’s why I’ve become an a$$ and none of my customers get a manager and instead get a nice sarcastic, I’m sorry I can’t do anything for you, have a nice day 😇
You heard what happened with the last guy. The notes on the account aren't there to say that he didn't call at all previously. I have a feeling that 1 call they 'discovered' was probably from the day before.
a few yrs back bell got charged by the crtc for over charging customers, It was a huge law suite, bell lost and paid the billion dollar fine, slowed down for a bit and then went back at it again a few yrs later over charging customers
DumbassGuitarist So you’re not smart enough to get past the frontline and get a customer relations manager on the phone? This video is literally a step by step guide. The title is “How to get a better phone plan”
The people in the background when Mohammad is battling it out with the call reps reminds me of when you'd get your older brother to beat a level in a video game and you just sat there watching in awe
NOT only against telecoms... There is plenty of scammers out there and they all deserve to be put on the public place... hell, some of them even deserve prison.
It's simple, they want your business and they know if you move on they will never get it. Stay consumer smart, make them empathize for you, creating urgency and then hardball. Just don't be disrespectful.
If the Rocket Sticks had been "sold under false pretenses" then that would allow for him to sue them. It could be a big thing as many people had have these "sold" to them. Lawsuit coming up?
I always do my research before speaking to anyone; I write everything down; it helps me to maintain a level of organization in my head and not to get confused if I get overwhelmed. I'm direct to the point and don't ever give up. Btw, I stutter too, and when I get going, that stutter seemingly goes away! I take no prisoners!
As a former front line rep from one of these companies, I can assure you it's not always that easy. A manager can't waive it that easily. Other things come into play like payment history, how many discounts have been applied over the years, tenure, etc.
Ok.. I am an American and I admit I love watching this series because it serves both my Canadian cultural appreciation and my curiousty for how scams come about. They need to have a series like this down here for real. I watch a lot of UA-cam and I have watched quite a few of these. The lady's reaction at 10:36 was the funniest thing I have seen in a while, sad as that sounds. And then they edit it again to play at a different angle 10 seconds later cuz it was so good. THANK YOU CANADA FOR THE ENTERTAINMENT!!!
I had issues with Bell for years back in the day. There were always random long distance charges and I only ever spoke to my mom long distance so it was pretty easy for me to track my long distance. They said for privacy reasons they couldn't tell me what number my long distance charges were to. I eventually spoke to a regional manager who had friends in common with me. She couldn't believe what I as going through with Bell. So she took up the fight for me and even she was given the run around. She was very angry. It took her several attempts over a week or two to make any progress. After being with Bell for about 5 years the were finally decent for my last year with them. Myself and another friend had a little party when both of our second terms ended. The Big Three need to be taken down a few notches.
The moment I heard they were going to call Bell, I thought to myself I have to see this. I have been really good at negotiating with Rogers. I have "saved" a lot of money over years of loyalty from Rogers by making strategic negotiations with various reps. However, Bell on the other hand has been horrible. They never budge and always give the impression that your loyalty does not mean jack. Threatening to leave Rogers usually will get a positive reaction for you as the consumer, but pulling that stunt with Bell gets nowhere. Bell usually responds with a "Okay let me get you in touch with some one who can do that for you" and before I know it I am cancelling the service cause they called my bluff. Rogers is way better than Bell. None the less they all RIP YOU OFF IN THE END IMO.
Youll get Rogered soon. I pay half with koodo for same thing with Rogers. No phone calls, phone doesnt get suspended, dont waste hours complaining. And i get a reciept every month upon payment
I live in USA..Bell used to be big here as well.....but withe advent of smartphones, Bell is a basement dweller. I don't know anyone that still has Bell....Most of us have replaced our Home phone with our smartphone....just makes more sense
YOU GO MO-MO!! We really do need this as a show, I am sure you can make it happen on UA-cam by yourselves. You have nobody to tell you not to on your free time and do it on a fee
Had a similar situation with my service provider in Singapore, did everything suggested on this video, was able to "waive" 800USD equivalent on my bill because of an accidental international call that got dialled when i put the phone in my pocket unlocked.. I was glad to have watched this video that helped me negotiate so professionally, Thanks CBC News.. very informative and excellent journalism :)
Everyone of us needs a person like Mohamed! He fights for the people against these savage, greedy, shady corps! He is truly The Peoples' Man! Way to go Mohamed, keep it up! 2 thumbs up! So how do i get in touch with you???
I'm watching this for some much needed info. Glad to have come across this. Having had the misfortune to work at a couple of call centers when I was younger, when there wasn't much choice in employment, I feel bad, really, for the people at the bottom who have to answer the phone and tow the company line. I try not to get upset with them; they have to follow the company protocols. I won't hold back if they're being rude or such, though. I am very upset though, with the higher up levels. Cellphone companies are at the top of my list for companies with poor management, and ripping you off. I saw a rate/plan on my carriers website that would have been great, but It was an old plan, but it was still on the website, and I wouldn't be surprised if they never got around to taking it down. That's so frustrating when you come across that.
If the CRTC would just do it's job and stop letting the big telecoms walk all over ordinary canadians this would not be a problem. Instead, the CRTC is virtually owned by Big Telecom. It's pathetic.
This stuff works. I tried it complained a bit suggested i might go to a different carrier and within seconds i got a "special offer" better that anything on the market for a third less i was paying before. It was amazing.
I remember I'd pull this with Shaw whenever they'd try to increase my monthly bill for internet. Eventually they tried to call me on my threat to leave them, they thought I was abusing them for discounts. I cancelled my service immediately and switched over to Teksavvy, I get higher bandwidth, higher speeds and for less money per month now. Did the same thing with Rogers, they refused to lower my cell bill, I'm now on Wind and saving about $50 per month compared to what I used to pay and have unlimited calling instead of only like 100 minutes.
Really? I didn't know that. My sister-in-law suggested Wind to me but I am still with Bell (did not want to be with them. I liked Virgin Mobile better. Bell said they don't have contracts anymore but they do, they just don't call it the same name .. now they call it TABs like Virgin Mobile does. Nice how they get around that.. I will be able to move on from Bell in Nov this year...).
Here's something most people don't realise; it's a LOT cheaper to get a pay-as-you-go phone, rather than a plan. Not just a few pennies, but, by a LOT of bills. One reason many don't bother, is pure laziness, because, it requires you to buy a phone - pay it upfront (when you have a plan, you're paying it off month-by-month), and they OVER-charge on this 'kindness'. But, the end result, is if you go with a pay-as-you-go, where you buy the phone upfront, you'll save at minimum, 1/3 or more/year.
I consider myself the KING of Better Cellphone Savings I have worked as a General Sales Manager for Rogers 22 years Even I was shocked when I called the Activation Center to activate a new client I had to school Rogers about their very own plans - bloody amazing. I was their top Sales Manager I would make over 200 NEW sales every month ALONE One day I just tossed in the towel and freaked out my employer and told him Is a beautiful today for fishing, yup I am going fishing and I left... Sure he called me like a crazy person, I never answered the call. And never reported back to work, haha I loved it
I love this video. I've been promised BS by AT&T before for 'free' and they still attempted to charge me for it. That guy should've gone head-to-head with the corporation when the charge first appeared. Nice to see that 'we don't have any notes' line is universal, lol.
why would she wait 2 years to ask to get her phone replaced. If you saw it had problems return it within 14 days or ask them to replace it while its still on warranty.
she didnt wait 2 years they didnt want to replace it, and ill assume it was working ok for the first 14 days, afterwards they de ided to offer a refurbished device wich is NOT what she wanted so she didnt take it, my wife went thru the same thing 4 years ago they sent her a refurbished phone and i got piss i immediatly called them and question them whats the total price of this phone they said somewhere around 300 REFURBISHED her phone was 500 NEW, i asked well then are we being credited 200 for this used phone? they answered no thats the replacement, i argued for over 20 minutes questioning if you buy something new and its defective you should get a new replacement not a used/fixed one. long story short this escalated to hell i had them send me a new sealed phone with mail packaging for the used cellphone for us to return it 50 dollars credit towards our account and a permanent 20 dollars off our bill. did it with my internet bill aswell after they raised our bill after being in a price lock for 2 years this within 1 1/2 years
+Völundr Frey if a companies policy is to replace the items you purchased from them they should fix them or they should be the ones to send them to the respective manufactures. NOT the costumer
I live live in the United States and when I worked for a phone company you would lose credit for the sale if you had the customer return the phone in a certain period of time. More than likely the phone company there kept giving her the run around so they phone was un-returnable or held no value.
I'm with T-Mobile in the us and we have 4 plans for $30 each. We get unlimited text and data (only 5gb at 4g speeds) and 100 minutes per phone. That equals a total of $120 for 4 people.
I had a similar experience with Bell many years ago. I got absolutely nowhere with them whenever I called in. They basically told me I was lying. In short, because I kept all my old contracts, along with the dates, times and names/employee numbers of the people I spoke to, I was able to write a detailed letter to head office which I sent via registered mail. That letter with attachments resulted in a notable credit to my account. I immediately cancelled my account, asked for the credit to be applied to my last month's bill and the balance sent to me via a cheque. They did and I have never done business with Bell ever again. I had been with them for years. At the end of the day, all these companies have a don't ask don't tell policy and even when you do persist and keeping asking they only very reluctantly tell you. In my experience, there often comes a point when you need to just cut the ties and move on, that's when they really feel it and will go out of their way to get you back. It's just disgusting that customers have to go through the process in the first place. BOTTOM LINE: hit them where it hurts, in their pocketbooks, take back your power and KNOW YOUR WORTH!!!
I hate how phone companies over charge you for data or not used data. However, I will just call virgin and make them fix the charge that I didn't use that data. Wifi is my best friend.
I pay $250 to my network provider inc tax 4 lines unlimited youtube,Netflix,hulu,spotify,talk and text to Mexico and canada 15gb extra data,can i find something better.
I pay less to nothing $45 unlimited on my phone carrier,with the help of Tony miles,i don't mind cause all the problem about excessive Bills are handled immediately.
You can find something better for your self through the help of my network Rep Tony Miles,he can be of good help and advice to you,simply reach him on teemiiles on gmail.
We live in Canada. Land of the overtaxed and communications screwed. You only have two choices here, screwed by Bell or Rogers. I am a snowbird and live in Florida for 6 months a year. My telecom bill for internet, cell, and full cable is $43.70 a month. Thank you CRTC!
What I think The trick with the phone and internet company's is that they try and make it an enormous hassle to install the service so you won't want to switch and your stuck.
Years ago when I was a Bell customer of a landline I paid my bill as usual by cheque and was informed that they had no record of my payment. I indicated that that was impossible because I had a certified copied of the cancelled cheque they cashed. I tape recorded the conversation as the law permits and send everything to CRTC for resolution. To my absolute shock, CRTC returned all of my material by mail indicating they refused to investigate. It seems the CRTC is covering Bell's backside. Try looking up the address of the president of Bell, you can't. Only through sheer determination did I find the address in Montreal
The customer service job I had was with a bank. The biggest pet peeve I had was that bank associate at bank locations did NOT know much about their own products and what could and could not be done. They would say yes to numerous questions about products under a certain type of account and it would not be right. The would also say things couldn't be done about certain things that definitely could be done. When someone says yes, then call customer service, we had to tell them the truth, meanwhile we get hit by the brunt of their anger. Let me put this into perspective. Bank associates get about 2 weeks training. Customer Service Reps get 6-10 weeks of training, and since we take up to 100 calls a day, we quickly learn everything there is to know about how to deal with common sensitive situations. Bank associates would often have to call customer service to get answers to things they dont know.
Always get the person you've spoken to, to send you an email re your conversation and check it before you hang up. It's saved me. Keep notes with the persons name date and time of call and end time of call.
In the UK. You get a sim card for different prices and you can do a 1 year contract or more. Or you pay monthly and replace the phone everything 18 months (basically paying off the phone) and do a different deal. Had no problems.
The Darrin’s case is the reason why I always start contacting them over email, by sending an email I can always have my own piece of evidence of my attempt and they can’t say “we have no previous records or notes about that complaint”.
I am a previous Bell Escalations manager. Based on my training I would have only bin able to credit back 3 months. Bell has strict guidelines for employees applying credits. Even if we morally feel the customer is entitled they would have our hands tied.
I don't know how many people have mentioned this, but I got to include this bit of advice as somebody who's worked in customer service for a long time: BE NICE AND PATIENT TO YOUR REP. It's not their fault the company gives them limited tools and it's not their fault if they can't help you the way you want to be helped. Asking for managers and people higher up is fine, but don't get angry or mean. All you're going to do is turn off that representative and make them less likely to help you in the long run.
This channel is definietely a great way to get great customer service and the best for your money from different products. Will come in handy for spending my money wisely. Subject aside The reporter from this particular episode is very cute and charismatic :)
Still relevant information in 2020!! There is more that could possibly be compensated. eg. If Nancy was paying the contract while not able to use the phone, the contract costs should be refunded too. This is where people are forced from a Manager decision to a civil claim. Thanks for the Telus loyalty call, I've reached 10 years so I'm going to try for a deal. Maria! $245 to $110!!! Crazy 55% savings! Bell screwed me over too! When I was a student and out of work I needed a cheaper rate, I called in numerous times and nothing. I had been a client for around 5 years. They ended up putting $250 in collections, plus laughed at me when I finally paid it off, saying I could have negotiated the debt. Screw you Bell! I've been with Telus since.
I could sure use marketplace after the crap my phone company pulled on me today. They put a whole bunch of charges on my account but yet they can't explain the charges? How the heck can a 55 a month plan jump up to 181 without an explanation ?
+Ken T. lol if you think thats bad, Look at what they left out with the 2nd one. I guerentee the plan that they have now for 110 buck per month is dropping close to all of the services they used to have. probably no voice mail, 0 internet, like not more than 500 minutes each.
This is my story about Sprint and my long distance (LD) charges on my local phone bill. We went on vacation for two-weeks and we joked that the only thing we saved on vacation was our long-distance bill because the family we visited was the reason our LD was so expensive. So when we received our next bill we were shocked to see our LD bill had gone up. Not only were there charges against our phone number but some charges actually overlapped which was impossible because we didn't have a call waiting feature on our phone at the time. We knew we'd been crooked and we proved it to our Sprint customer service but they refused to credit the bill because they were "just the agent who did the billing" for Sprint Long-Distance and that if we didn't pay our bill in FULL they were going to shut-off our phone. It took me 3 months talking to Sprint LD to finally get them to see their error and get our bill credited. Of course we will NEVER use Sprint again.
So if I've paid my phone off early to get rid of the premium tab on Rogers, and then later on find out that Ive been paying the tab for a year now, should I get my money back as well??? Even though it's only a few bucks per month, it ads up to over a year..
Always check your cell phone bills, and see if you are being over charged and negotiated with the manager of the cell phone business to get a lower rate to lower your bill and save on your monthly fee.
The shade of orange that appears on-screen very close to the 9:45 mark/timestamp in this video looks gorgeous, delicious, and amazing! 'Shutterfly Orange' is the term that I would use to best describe the shade in my own words.
Why would you allow them to take $30/month from you for THREE years? can't you put a stop charge on your credit card? or cancel it? Why would you continue to pay? They don't seem to answer this question.
That was my exact thought, it is possible they could have been given to him under false pretenses but I find it more likely that he was lying to get $1080. They said one call was made about the Rocket sticks but no negative notes in the system. A contract is 2 years, so if his excuse was a contract then why continue another year. I believe he was using them and knew what he was paying for, he is young it would be different if he was older and not tech savvy. He probably just saw the show was in town running a cellphone bill episode and saw $$$. I could be wrong but that is what is seemed like to me.
If you get ripped off from a phone company just don't pay the bill and sell the phone and go buy another plan.. yeah your credit score might take a small hit but all companies and people understand that phone companies rip everyone off therefore when applying for o other credit the bank will most likely overlook not paying a phone company.. Then you call Equifax and explain to them the issues and they will remove it from your credit score
He does Not have much evidence to show that he called Bell to inquire about the charge for the sticks. He also doesn't have anything to show in writing that the salesman actually told him that the sticks would be free of charge. And Bell will turn around and say they didn't have any records of him calling in either.. Other than that one time he called in. So he wouldn't really stand a chance in small claims court and he'd be wasting his time and money.
This would be a good precautionary tale that he should have asked for an Email detailing the plan, if not a brochure or something. Then he has at least something to back up what he says.
I have worked in the cell industry for about 6 years. The experts are absolutely correct, but the more a customer complains the more likely they say no. Rogers/Verizon/Sprint etc.. do not produce the phones. Do your research on the phones, warranty and insurance options.
For a student, I pay $28 for my phone bill, I have everything (unlimited phone calls on weekends, call forwarding, call display, 300 minutes etc) except data. This is because everywhere I go there's data (school, public transit, home etc) I can use my shawopen almost anywhere too.
That guy looks like a superhero when he walked to take over the phone
Yeah he does, but I've never had a super power to get anything from Xfinity or AT & T, Mohammed had to intervene for two of those shown, what about us 'normals' who usually get, 'Bundled' into something cheaper for a month and then socks us in the head the next month. I hate talking to any of them!
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from this site *Darkteam. win*
thekiller pickl what’s that
Love how this show always shows their camera operators. That's pretty nice of the editors. Gotta show love for the guys and gals operating the cameras.
At $10,000,000, Bell holds the record for the biggest fine for deceiving customers.
Bell told me my plan was going to $64/m 14th to 14th when I got my very first bill it was $127, then all my bills after that were $72/m
How much did everyone get? $1 ?
@@cloutogelevatedtv9000 lmao they said I owed them 397 dollars bill after I left them after only being with them for a month and they never heard from me again
I'm honestly not surprised
@@cloutogelevatedtv9000 sounds like you paid some sort of an activation fee for the first month and then paid the agreed upon $64 + tax thereafter. Correct me if I'm wrong.
I would love to watch a show with just Mohammad butting heads with these customers care reps... wouldnt that be awesome...
MissUniqueVang yaaaaaaaaaaasss
As a call ctr rep, I'd like to speak with more people like Mohammad who understand what to say to get the issues dealt with- he escalates instead of butting heads and wasting time arguing with the wrong people who don't have the power to do what he wants.
You type just like Ken Berry. Small world.
I cant believe he doesnt have a show. Like, holy crap it NEEDS to happen
JennyBao
This is ridiculous. A 20 year customer and she has to go up up and up the line to get a decent deal. That is sad. What kind of loyalty is that from a company?
Deidre Martin it just a program name, thats all it is, in reality you are just a regular customer.
All new customers pay the introductory rate. Once the term expires, they're paying the same as everyone else, regardless of how long they've been loyal to that company. She mentioned things she doesn't do on her phone, like downloading things, playing games online, etc., which require a data plan. She should have eliminated the data plan from her phone and kept voice and text. And if she really needed to download updates for her phone, she can use Wifi.
Loyalty has nothing to do with it. I work for Boost Mobile and our oldest customers often spend the least money and are the biggest pains.
@@bigsky1970 Exactly... I pay $25+tax/month for unlimited text and call from chatr. Only use wifi at home and public wifi places like mcDonalds or something. But she's paying like what? $35 or more every single month for something she doesn't even use? She should choose her plans carefully and see what she actually needs before she pays for the plan.
A really cheap or soon closing company.
Even though I am an American and not Canadian, I have found this video to be very useful and helpful.
For example, I go through AT&T for cell phone service, and with the very helpful tips in this video, I was able to lower my cell phone bill by almost $25.00 USD!
Thank you very much CBC for this video! Please make more of them!
I've worked in cellphone customer service amd it's pretty much the same thing in the US.
I also worked in customer service. A warm transfer is possible, but not preferred by the rep. The rep is rated on the time spent on the phone, we had a goal of 300-360 seconds or 5-6 minutes. A warm transfer usually takes 5-20 minutes and since the rep is still connected on the line, it adds to our call time drastically. Now sometimes we were required to warm transfer, but others it wasn't unless it was asked for by the customer. When the goal is set to 5-6 minutes per call, a single call at 15-30 minutes can drastically increase our daily call time value and put us at risk of getting a warning. after three warning, we would be fired. Saying this is just to let you know that basic reps usually cannot do much for you, where supervisors can, so if you have a sensitive request, please ask for a manager/supervisor right away. A 10 minute call is not bad, but if you waste 5-10 minutes explaining something they cant do anything about, that can ruin their day. Customer service is more stressful than dealing with anger customers.
Exactly, that’s why I’ve become an a$$ and none of my customers get a manager and instead get a nice sarcastic, I’m sorry I can’t do anything for you, have a nice day 😇
If this happened to a lot of customers, they should do a class action against Bell.
You heard what happened with the last guy. The notes on the account aren't there to say that he didn't call at all previously. I have a feeling that 1 call they 'discovered' was probably from the day before.
A better way would be for 1,000,000 individuals to launch claims in Small Claims Court.
a few yrs back bell got charged by the crtc for over charging customers, It was a huge law suite, bell lost and paid the billion dollar fine, slowed down for a bit and then went back at it again a few yrs later over charging customers
I'm not Canadian or anything, but I know not to ever use Bell for any reason when I visit.
I wouldn't recommend buying phones on contracts buying outright is far better
@~6:45: "Stand your ground." & "Persistence pays off."
Sage advice!
Can Mohammed come to my house and talk to Bell for me please? lol
DumbassGuitarist So you’re not smart enough to get past the frontline and get a customer relations manager on the phone? This video is literally a step by step guide. The title is “How to get a better phone plan”
Rick 'The Greatest Poster' Ever You're not smart enough to know this comment is from 2 years ago?
Danika Brown is my name Rick “the smartest person“ Ever?
Rick 'The Greatest Poster' Ever 000000000000000000000000000000000000000
Bell is the worst company in canada
The people in the background when Mohammad is battling it out with the call reps reminds me of when you'd get your older brother to beat a level in a video game and you just sat there watching in awe
This should be a TV series...watching people fight back against telecoms.
Great idea
I'm on it
👍🏻👍🏻👍🏻
NOT only against telecoms... There is plenty of scammers out there and they all deserve to be put on the public place... hell, some of them even deserve prison.
I'd watch that!
I have always had great success with the line.... "I just need your correct legal company name and address for service, please ". Works like magic.
It's simple, they want your business and they know if you move on they will never get it. Stay consumer smart, make them empathize for you, creating urgency and then hardball. Just don't be disrespectful.
Remember they need your money more then you need them.
These Marketplace people are wizards
I agree. I'm an American and we need these type of shows here.
If the Rocket Sticks had been "sold under false pretenses" then that would allow for him to sue them. It could be a big thing as many people had have these "sold" to them. Lawsuit coming up?
Fingers crossed?
#NoCrossiesCount
Oh yeah they do.
I agree. I think legal action could be taken.
Especially in Canada. This isn't the USA after all ..
As an Australian, I find marketplace to be an interesting watch!
I always do my research before speaking to anyone; I write everything down; it helps me to maintain a level of organization in my head and not to get confused if I get overwhelmed.
I'm direct to the point and don't ever give up.
Btw, I stutter too, and when I get going, that stutter seemingly goes away! I take no prisoners!
Thank you! We just did this with our phone company we've been with for 19 years and got our phone bill cut by $80 and got unlimited data!!!!
As a former front line rep from one of these companies, I can assure you it's not always that easy. A manager can't waive it that easily. Other things come into play like payment history, how many discounts have been applied over the years, tenure, etc.
Ok.. I am an American and I admit I love watching this series because it serves both my Canadian cultural appreciation and my curiousty for how scams come about. They need to have a series like this down here for real.
I watch a lot of UA-cam and I have watched quite a few of these. The lady's reaction at 10:36 was the funniest thing I have seen in a while, sad as that sounds. And then they edit it again to play at a different angle 10 seconds later cuz it was so good.
THANK YOU CANADA FOR THE ENTERTAINMENT!!!
God I wish a production company would do this in the USA . Let's start with Comcast TV cable
And Cox Cable and other companies
Kim Lowe and dish
YES, I live in the US and I don't have a choice for the internet. COMCAST is the most arrogant and deceiving company in the US
And Verizon
* Verizon and Spectrum
I had issues with Bell for years back in the day. There were always random long distance charges and I only ever spoke to my mom long distance so it was pretty easy for me to track my long distance. They said for privacy reasons they couldn't tell me what number my long distance charges were to. I eventually spoke to a regional manager who had friends in common with me. She couldn't believe what I as going through with Bell.
So she took up the fight for me and even she was given the run around. She was very angry. It took her several attempts over a week or two to make any progress. After being with Bell for about 5 years the were finally decent for my last year with them. Myself and another friend had a little party when both of our second terms ended. The Big Three need to be taken down a few notches.
Complaining about $135 for 3 lines? Wow.. Some carriers in the USA like Verizon is around $121 for hardly any data and 2 lines..
True my friends bill is like 500$ for 2 phones 6 gigs and a home phone
+Hunter Yelton Mine is $100+ with 3.5gb of data lol, it's nuts
You see the Canadian dollar is different
Canada's phone prices are a lot higher then that you all got a T-Mobile wish we had it
I pay $45 for 1 phone and i have everything unlimited
The moment I heard they were going to call Bell, I thought to myself I have to see this. I have been really good at negotiating with Rogers. I have "saved" a lot of money over years of loyalty from Rogers by making strategic negotiations with various reps. However, Bell on the other hand has been horrible. They never budge and always give the impression that your loyalty does not mean jack. Threatening to leave Rogers usually will get a positive reaction for you as the consumer, but pulling that stunt with Bell gets nowhere. Bell usually responds with a "Okay let me get you in touch with some one who can do that for you" and before I know it I am cancelling the service cause they called my bluff. Rogers is way better than Bell. None the less they all RIP YOU OFF IN THE END IMO.
Youll get Rogered soon. I pay half with koodo for same thing with Rogers. No phone calls, phone doesnt get suspended, dont waste hours complaining. And i get a reciept every month upon payment
Koodo is Telus.
I live in USA..Bell used to be big here as well.....but withe advent of smartphones, Bell is a basement dweller. I don't know anyone that still has Bell....Most of us have replaced our Home phone with our smartphone....just makes more sense
I'm in love with Mohamed! I love the authority he took to the calls.
Parisa Pazouki right we need more men Like this.
@@KOLAkola I’m right here baby girl 😊
YOU GO MO-MO!! We really do need this as a show, I am sure you can make it happen on UA-cam by yourselves. You have nobody to tell you not to on your free time and do it on a fee
Mohammed is the man! Love how he’s as invested as the actual customer
Had a similar situation with my service provider in Singapore, did everything suggested on this video, was able to "waive" 800USD equivalent on my bill because of an accidental international call that got dialled when i put the phone in my pocket unlocked..
I was glad to have watched this video that helped me negotiate so professionally, Thanks CBC News.. very informative and excellent journalism :)
Who else LOVES this show??!!💖💗💗💗💗💗💗💗💗💗💗💗💗💗💗💗
+Child At Heart BEST THING EVER ON UA-cam!
+Child At Heart NON!
+Child At Heart i do!
Me!!!!!
yassss me
Everyone of us needs a person like Mohamed! He fights for the people against these savage, greedy, shady corps! He is truly The Peoples' Man! Way to go Mohamed, keep it up! 2 thumbs up!
So how do i get in touch with you???
love ur show, thanks i just called my cell phone service provider in NY and slashed my bill 47% down :D
I'm watching this for some much needed info. Glad to have come across this. Having had the misfortune to work at a couple of call centers when I was younger, when there wasn't much choice in employment, I feel bad, really, for the people at the bottom who have to answer the phone and tow the company line. I try not to get upset with them; they have to follow the company protocols. I won't hold back if they're being rude or such, though. I am very upset though, with the higher up levels. Cellphone companies are at the top of my list for companies with poor management, and ripping you off. I saw a rate/plan on my carriers website that would have been great, but It was an old plan, but it was still on the website, and I wouldn't be surprised if they never got around to taking it down. That's so frustrating when you come across that.
If the CRTC would just do it's job and stop letting the big telecoms walk all over ordinary canadians this would not be a problem. Instead, the CRTC is virtually owned by Big Telecom. It's pathetic.
Completely agree. So ironic.
This stuff works. I tried it complained a bit suggested i might go to a different carrier and within seconds i got a "special offer" better that anything on the market for a third less i was paying before. It was amazing.
Anyone else think Mohammad is a savage?
definitely is. but i do the same with sprint
I remember I'd pull this with Shaw whenever they'd try to increase my monthly bill for internet. Eventually they tried to call me on my threat to leave them, they thought I was abusing them for discounts. I cancelled my service immediately and switched over to Teksavvy, I get higher bandwidth, higher speeds and for less money per month now. Did the same thing with Rogers, they refused to lower my cell bill, I'm now on Wind and saving about $50 per month compared to what I used to pay and have unlimited calling instead of only like 100 minutes.
Good on you. Always do your research, compare plans, and be ready to walk. They have no loyalty to us, why should we have loyalty to them?
Really? I didn't know that. My sister-in-law suggested Wind to me but I am still with Bell (did not want to be with them. I liked Virgin Mobile better. Bell said they don't have contracts anymore but they do, they just don't call it the same name .. now they call it TABs like Virgin Mobile does. Nice how they get around that.. I will be able to move on from Bell in Nov this year...).
Here's something most people don't realise; it's a LOT cheaper to get a pay-as-you-go phone, rather than a plan. Not just a few pennies, but, by a LOT of bills.
One reason many don't bother, is pure laziness, because, it requires you to buy a phone - pay it upfront (when you have a plan, you're paying it off month-by-month), and they OVER-charge on this 'kindness'.
But, the end result, is if you go with a pay-as-you-go, where you buy the phone upfront, you'll save at minimum, 1/3 or more/year.
I consider myself the KING of Better Cellphone Savings
I have worked as a General Sales Manager for Rogers 22 years
Even I was shocked when I called the Activation Center to activate a new client
I had to school Rogers about their very own plans - bloody amazing.
I was their top Sales Manager I would make over 200 NEW sales every month ALONE
One day I just tossed in the towel and freaked out my employer and told him
Is a beautiful today for fishing, yup I am going fishing and I left...
Sure he called me like a crazy person, I never answered the call.
And never reported back to work, haha I loved it
I love this video. I've been promised BS by AT&T before for 'free' and they still attempted to charge me for it. That guy should've gone head-to-head with the corporation when the charge first appeared. Nice to see that 'we don't have any notes' line is universal, lol.
Cell phone Companies need to be sued, for the shady interactions with their customers as well they collude on pricing all the time, it's sickening!!!
why would she wait 2 years to ask to get her phone replaced. If you saw it had problems return it within 14 days or ask them to replace it while its still on warranty.
she didnt wait 2 years they didnt want to replace it, and ill assume it was working ok for the first 14 days, afterwards they de ided to offer a refurbished device wich is NOT what she wanted so she didnt take it, my wife went thru the same thing 4 years ago they sent her a refurbished phone and i got piss i immediatly called them and question them whats the total price of this phone they said somewhere around 300 REFURBISHED her phone was 500 NEW, i asked well then are we being credited 200 for this used phone? they answered no thats the replacement, i argued for over 20 minutes questioning if you buy something new and its defective you should get a new replacement not a used/fixed one.
long story short this escalated to hell i had them send me a new sealed phone with mail packaging for the used cellphone for us to return it 50 dollars credit towards our account and a permanent 20 dollars off our bill. did it with my internet bill aswell after they raised our bill after being in a price lock for 2 years this within 1 1/2 years
+Alucardjr69 Then contact the manufacturer. If you can't get it fixed from them then neither can your carrier.
+Völundr Frey if a companies policy is to replace the items you purchased from them they should fix them or they should be the ones to send them to the respective manufactures. NOT the costumer
I live live in the United States and when I worked for a phone company you would lose credit for the sale if you had the customer return the phone in a certain period of time. More than likely the phone company there kept giving her the run around so they phone was un-returnable or held no value.
wow. selective hearing.
Market place is best program in Canada keep up good work and follow up the program get things done
I live in California but love this show from canada
Adam Hoyle me too
Me 2 I’m from the UK 😂
I'm with T-Mobile in the us and we have 4 plans for $30 each. We get unlimited text and data (only 5gb at 4g speeds) and 100 minutes per phone. That equals a total of $120 for 4 people.
we have that for 5 people and when my stoped working they went in and fixed it with no problem.
I had a similar experience with Bell many years ago. I got absolutely nowhere with them whenever I called in. They basically told me I was lying. In short, because I kept all my old contracts, along with the dates, times and names/employee numbers of the people I spoke to, I was able to write a detailed letter to head office which I sent via registered mail. That letter with attachments resulted in a notable credit to my account. I immediately cancelled my account, asked for the credit to be applied to my last month's bill and the balance sent to me via a cheque. They did and I have never done business with Bell ever again. I had been with them for years.
At the end of the day, all these companies have a don't ask don't tell policy and even when you do persist and keeping asking they only very reluctantly tell you. In my experience, there often comes a point when you need to just cut the ties and move on, that's when they really feel it and will go out of their way to get you back. It's just disgusting that customers have to go through the process in the first place.
BOTTOM LINE: hit them where it hurts, in their pocketbooks, take back your power and KNOW YOUR WORTH!!!
Would Mohammad Halabi have a business page?
He does now
jun hui what is it
@@rookiebobplayer244 yeah what
@@stevethea5250 ..... See comment above?
@@muhammadabdel7440 no see
13 sales managers disliked this video :)
Mohammad is awesome it’s good to see people like this that seem to care
I hate how phone companies over charge you for data or not used data. However, I will just call virgin and make them fix the charge that I didn't use that data. Wifi is my best friend.
What if you live in an area where you can't get very good wifi.
Crazy Chinese Chick well, I don't go anywhere except home work and school. If I am not doing anything I am at home
This is the only worth while thing on CBC good job!
I pay $250 to my network provider inc tax 4 lines unlimited youtube,Netflix,hulu,spotify,talk and text to Mexico and canada 15gb extra data,can i find something better.
I pay less to nothing $45 unlimited on my phone carrier,with the help of Tony miles,i don't mind cause all the problem about excessive Bills are handled immediately.
You can find something better for your self through the help of my network Rep Tony Miles,he can be of good help and advice to you,simply reach him on teemiiles on gmail.
That's no fair amount to be paying for your monthly bills, is your account unlimited? cause you can get a huge benefits from a rep
I know Mr Tony Miles he has a blog post talking about most network provider and he is well know on youtube.
I have also known Mr Tony for 3years now he helps me get New cellphone plans and new phones for my family and friends when i switch network carrier.
We live in Canada. Land of the overtaxed and communications screwed. You only have two choices here, screwed by Bell or Rogers. I am a snowbird and live in Florida for 6 months a year. My telecom bill for internet, cell, and full cable is $43.70 a month. Thank you CRTC!
What I think The trick with the phone and internet company's is that they try and make it an enormous hassle to install the service so you won't want to switch and your stuck.
Kudos to the second bell rep for her honesty, people like that should be the only ones answering calls.
This is an excellent educational video, thanks !
3:12 that beep of the blackberry took me back to simpler times 😌
We are having the same issues in the US with Sprint Mobile.
Sprint/Boost/TMobile
Years ago when I was a Bell customer of a landline I paid my bill as usual by cheque and was informed that they had no record of my payment. I indicated that that was impossible because I had a certified copied of the cancelled cheque they cashed. I tape recorded the conversation as the law permits and send everything to CRTC for resolution. To my absolute shock, CRTC returned all of my material by mail indicating they refused to investigate. It seems the CRTC is covering Bell's backside. Try looking up the address of the president of Bell, you can't. Only through sheer determination did I find the address in Montreal
How can they not give him a refund? When they CLEARLY lied to him.
The customer service job I had was with a bank. The biggest pet peeve I had was that bank associate at bank locations did NOT know much about their own products and what could and could not be done. They would say yes to numerous questions about products under a certain type of account and it would not be right. The would also say things couldn't be done about certain things that definitely could be done. When someone says yes, then call customer service, we had to tell them the truth, meanwhile we get hit by the brunt of their anger.
Let me put this into perspective. Bank associates get about 2 weeks training. Customer Service Reps get 6-10 weeks of training, and since we take up to 100 calls a day, we quickly learn everything there is to know about how to deal with common sensitive situations. Bank associates would often have to call customer service to get answers to things they dont know.
ignorant buyers and arrogant companies, big companies do not care.
Always get the person you've spoken to, to send you an email re your conversation and check it before you hang up. It's saved me. Keep notes with the persons name date and time of call and end time of call.
Hello beautiful 🌹
It's only in Canada, out of all around the world, only in Canada we have to pay excessively dumb fees.
I only pay $20 now.
In Germany too. Phone companies paid outrageous amounts for frequencies so the prices are the highest in Europe.
Can you please tell how?
Sam LSD yup
My phone bill 164$ 😭 I’m in the us
@@manalasia YOU NEED A NO CONTRACT PHONE
My family is a loyal TMobile customer. I'm an American and I'm glad that market place is looking out for Canadians.
My battle with Sprint is termed,
David vs Goliath
In the UK. You get a sim card for different prices and you can do a 1 year contract or more. Or you pay monthly and replace the phone everything 18 months (basically paying off the phone) and do a different deal. Had no problems.
Ain’t we lucky
I want a Mohammed in my back pocket 😀 Great job guys 💜
The Darrin’s case is the reason why I always start contacting them over email, by sending an email I can always have my own piece of evidence of my attempt and they can’t say “we have no previous records or notes about that complaint”.
thats Bell, always no record of call even if they say that everything's recorded.
This is the first episode I've seen where they actually help someone!
I am a previous Bell Escalations manager. Based on my training I would have only bin able to credit back 3 months. Bell has strict guidelines for employees applying credits. Even if we morally feel the customer is entitled they would have our hands tied.
I don't know how many people have mentioned this, but I got to include this bit of advice as somebody who's worked in customer service for a long time:
BE NICE AND PATIENT TO YOUR REP.
It's not their fault the company gives them limited tools and it's not their fault if they can't help you the way you want to be helped. Asking for managers and people higher up is fine, but don't get angry or mean. All you're going to do is turn off that representative and make them less likely to help you in the long run.
I pay 60 bucks and my second live is 40 bucks add that together just over 100 dollars, a pretty good deal but the data is excruciating
This channel is definietely a great way to get great customer service and the best for your money from different products. Will come in handy for spending my money wisely. Subject aside The reporter from this particular episode is very cute and charismatic :)
now a days you literally have to take time off work and your busy schedule to not get screwed over by your cellphone company ... FREAKED SAD!!!!!
Exactly!
Still relevant information in 2020!!
There is more that could possibly be compensated. eg. If Nancy was paying the contract while not able to use the phone, the contract costs should be refunded too. This is where people are forced from a Manager decision to a civil claim.
Thanks for the Telus loyalty call, I've reached 10 years so I'm going to try for a deal. Maria! $245 to $110!!! Crazy 55% savings!
Bell screwed me over too! When I was a student and out of work I needed a cheaper rate, I called in numerous times and nothing. I had been a client for around 5 years. They ended up putting $250 in collections, plus laughed at me when I finally paid it off, saying I could have negotiated the debt. Screw you Bell! I've been with Telus since.
Just today I was on phone for 51 minutes before rep unswerving. It's been Koodo mobile. They overcharge me for $35 !
I ditched bell and it was one of the best decisions i've ever made
This seems like a video game of real life, you need to get through each level and grind your way up.
Watching CBC Marketplace on youtube, I really want Canadian television in my country now !
I could sure use marketplace after the crap my phone company pulled on me today. They put a whole bunch of charges on my account but yet they can't explain the charges? How the heck can a 55 a month plan jump up to 181 without an explanation ?
Just called my Verizon ... I have been with them for 12 years ... and they took off 300 $ that's awesome
it left out many details about the free phone in first scenario, I think she might need to renew another 2 years contract to get the free phone!
+sarah halabi not a bloody chance anyone will give her a free phone without renewing a 2 year term.
+Ken T. lol if you think thats bad, Look at what they left out with the 2nd one. I guerentee the plan that they have now for 110 buck per month is dropping close to all of the services they used to have. probably no voice mail, 0 internet, like not more than 500 minutes each.
+TaserTester The upfront cost can be $0; however, the phones are partially subsidized. You end up paying an extra $10-20 per bill to cover the cost.
I think I'd opt for walkie talkies, rather than have to deal with Bell again
This is my story about Sprint and my long distance (LD) charges on my local phone bill. We went on vacation for two-weeks and we joked that the only thing we saved on vacation was our long-distance bill because the family we visited was the reason our LD was so expensive. So when we received our next bill we were shocked to see our LD bill had gone up. Not only were there charges against our phone number but some charges actually overlapped which was impossible because we didn't have a call waiting feature on our phone at the time. We knew we'd been crooked and we proved it to our Sprint customer service but they refused to credit the bill because they were "just the agent who did the billing" for Sprint Long-Distance and that if we didn't pay our bill in FULL they were going to shut-off our phone. It took me 3 months talking to Sprint LD to finally get them to see their error and get our bill credited. Of course we will NEVER use Sprint again.
So if I've paid my phone off early to get rid of the premium tab on Rogers, and then later on find out that Ive been paying the tab for a year now, should I get my money back as well??? Even though it's only a few bucks per month, it ads up to over a year..
Yep. And while you're at it, get your overall rate lowered.
Always check your cell phone bills, and see if you are being over charged and negotiated with the
manager of the cell phone business to get a lower rate to lower your bill and save on your monthly fee.
Love you..!!! Mohammed ! Ur the best,.thank-u,.for all ur great work..
The shade of orange that appears on-screen very close to the 9:45 mark/timestamp in this video looks gorgeous, delicious, and amazing! 'Shutterfly Orange' is the term that I would use to best describe the shade in my own words.
WTF does THAT have to do with what we are discussing HERE? Are you on drugs or what?
Why would you allow them to take $30/month from you for THREE years? can't you put a stop charge on your credit card? or cancel it? Why would you continue to pay?
They don't seem to answer this question.
They'll send the bill the collections and ruin your credit for years to come.
because he probably signed a contract that he didnt actually read, like most people
That was my exact thought, it is possible they could have been given to him under false pretenses but I find it more likely that he was lying to get $1080. They said one call was made about the Rocket sticks but no negative notes in the system. A contract is 2 years, so if his excuse was a contract then why continue another year. I believe he was using them and knew what he was paying for, he is young it would be different if he was older and not tech savvy. He probably just saw the show was in town running a cellphone bill episode and saw $$$. I could be wrong but that is what is seemed like to me.
If you get ripped off from a phone company just don't pay the bill and sell the phone and go buy another plan.. yeah your credit score might take a small hit but all companies and people understand that phone companies rip everyone off therefore when applying for o other credit the bank will most likely overlook not paying a phone company..
Then you call Equifax and explain to them the issues and they will remove it from your credit score
Can't he sue Bell Canada in small claims court?
He does Not have much evidence to show that he called Bell to inquire about the charge for the sticks. He also doesn't have anything to show in writing that the salesman actually told him that the sticks would be free of charge.
And Bell will turn around and say they didn't have any records of him calling in either.. Other than that one time he called in.
So he wouldn't really stand a chance in small claims court and he'd be wasting his time and money.
This would be a good precautionary tale that he should have asked for an Email detailing the plan, if not a brochure or something. Then he has at least something to back up what he says.
I promise I'm learning from these marketplace episodes
Hello beautiful 🌹
im tmobile 5 lines for 120. unlimited calls to mexico and canada and 2 gb data plan for each line. :)
Calls to Mexico and Canada aren't included in the grandfathered simple choice plan you described. Lol.
what plan did I described ? I simply said what I have from tmobile. ...grandfather packages are still around but u got to upgrade for unlimited.
You guys are so amazing!!! So grateful for all you do 💖👍🤗
Please do a fitness club cancellation episode. You know, it's sooooo hard to cancel a goodlife personal training session.
During my trip to Pakistan, i was subscribed to Zong which provided me with lte speeds. I was paying $5/month
I’ve been working in call center and you guys, just be kind and humble with us and we’ll probably gonna give you a good discount!
Yes...being humble and kind DOES help!
I have worked in the cell industry for about 6 years. The experts are absolutely correct, but the more a customer complains the more likely they say no. Rogers/Verizon/Sprint etc.. do not produce the phones. Do your research on the phones, warranty and insurance options.
Open Canadian telecom business to foreign competition.Bell need stiff competition from much larger American,Chinese or European telecom company
david mehta exactly we need more competition or Rogers Telus and bell will keep making us pay to play.
For a student, I pay $28 for my phone bill, I have everything (unlimited phone calls on weekends, call forwarding, call display, 300 minutes etc) except data. This is because everywhere I go there's data (school, public transit, home etc) I can use my shawopen almost anywhere too.