@shan-man To the ombudsman you go (off to see the wizard, the not so wonderful wizard of oz). And next is Commissioner for Complaints for Telecommunications Services (CCTS). If I recall, you can actually skip the ombudsman as no other company uses the model of the ombudsman.
The only challenge to this whole process, is it is so complex. My experience is that notes on file are often incomplete unclear and missing important elements you have discussed and agreed. Write down every discussion and decision made, and then have them read their notes to you. Correct them if needed, ask them to add "the customer requests the following additions - and tell them exactly what to right).
But you then go to Loyalty or customer relations, and do they read the notes - in my experience, not if you don't ask them to. They say, what can I do for you, I say, open my file on screen and please read the following notes. If you have dealt with multiple issues, even if they are resoloved, have them read those too in order that they have a perspective of what you have been going through as of late. Then if not satisfied, you go to a manager. Again, make them read the notes and by the way before you leave the first rep, don't accept "I will get a manager and explain to them the details". I make them document what we discussed and why I have declined any resolution and why I escalating. Again, have them read it back. If they do talk to the manager, on transfer to you, ask them what they have been told from the last person, and to read the notes. I refuse to repeat what I said ever again. I just correct them if they misunderstand what they have read, and sometimes, I even have them read it back to me and ask what it is that they do not understand or how they interpret it that way. Then if not satisfied, on to the Office of the President. I have used the online concern once, but the problem is that if you get moving between reps on phone, to chat, to higher levels, and throw in written concerns too, you start to get lost. In addition, if you decide to send the note (be sure to cut and paste your text to a file you can retrieve, because once you click send, you can no longer read it. Remember to do the same with chats online - make your own copy of it all.
Have never been to Ombudsman or the CRTC level, but I have been very close over the last month.
Best of luck in using the escalation process - it is a very draining process, very confusing, and many mixed messages are created and you are at risk of accepting something you are not happy with because you just can't take it anymore.
And this new process of discontinuing old services and when they offer something new that we don't fully understand, then their response is "Oh we can't turn that back on" is unacceptable. Even windows has "roll back" built in because they know errors occur, and their software sometimes create unexpected things that you need to roll back in order to retain or get functionality back. Why not build a 7 day grace period to allow us to see what we are into and allow us to roll back. And more importantly, why not allow rollback to occur until the end of the 30 days we have to notify of errors on the bill, or miscommunicated items that we were convinced was better and cheaper than what we had before, only to learn, nope, it is not cheaper, nor better, we have lost services we use and not have to pay more to get it back, lost discounts on the package or you just have second thoughts when you realize that you were sold something you really didn't want and the marketing pitch was so good that we got confused. That is why governments built in grace periods to back out of big sales like cars, things sold at the door, etc. Maybe the CRTC needs to force grace periods to back out of changes. Only seems fair and would be good customer service (the customer is right sometimes and the seller is wrong sometimes, and in those cases, you should be able to back out without just walking away).
Just writing this process is tiring. going through it is exhausting. And why do I stay, I am beginning to question that in the last month. I have been given a token compensation for the inconvience, but boy did I have to work for it. I won't say what it was, but for now it is acceptable, but I also warned them that they could close the other issues I was dealing with, but the issues related to whether one number works after September 15,2015, and whether this navigatr issue will be resolved in a way that is satisfactory to the customer, these items are not closed until I see what comes. At that time I may be back - I certainly hope not, but time will tell.
And as for being proud about their navigatr in what was written earlier, I have pointed out to each rep I spoke to, how does a company of rep be proud of their company when the box now has a nickname of garberator and other similiar description terms. I know I certainly could not say I was proud. I can't even say that I am proud to be a customer, and isn't that what is actually more important, not that the company is proud, but that we are proud and satisfied. Just the opinion of a person, now retired, who has rolled out many a large system in my career and understands what customer satisfaction really means. And most importantly, I was in health care. I mess up of this level of the new billing, and navigatr (those are the biggest issues that have impacted large number of us), in my business, you would be talking about compromising the health as my customers were patients, and the clinicians.
So I am going to be patient see what happens, and if I have to escalate again on this one, my next step is the Ombudsman and CRTC, not looking for any compensation, just to make it clear what the issues are from this one customer, and the many others I speak for from this board, red board, and many other sources, that this is an unexceptable way to provide services.
Have a great day everybody. I keep saying I am gone, but things come up that keep bringing me back. I think I need to quit looking at the forums for a while.
Bruce
