I tape most of the hockey games that I watch. I like to fast forward through the commercials and the between-period blather. Last Saturday, at the six-minute mark of the opening period, my PVR suddenly vaulted to the live game, which was in the middle of the second period. I rewound to the six-minute mark, and soon after the PVR again moved to the live game.
Since this has been happening a lot lately, I decided to call Bell. The representative did the usual. He asked for my phone number even though I had input the number while working my way through the maze of options with the computer. After explaining the nature of the PVR problem (twice!), we agreed that I needed a new PVR. He noted that I have been a loyal customer for many years and that I should get a free replacement. He advised me to call Bell Loyalty on Monday. Loyalty does not work on the weekend.
I called Bell on the Monday. Once again I navigated the maze and was greeted with a "How can I help you voice?"
Me: Please give me the Loyalty Department.
Bell: Well, first let me get your phone number.
Me: I want the Loyalty Department.
Bell: OK, I will transfer you.
Bell Loyalty: How can I help you?
Me: Long detailed explanation regarding PVR problem, conversation tech guy on Saturday, long time customer, etc.
Bell Loyalty: What is the model of your PVR?
Me: Go to PVR, squat down to the level of PVR, and say 9410.
Bell Loyalty: Oh, you own that one.
Me: I need a new one.
Bell Loyalty: Can you explain the problem to me?
Me (starting to lose it): I repeat the problem.
Bell Loyalty: I am transferring you to the Tech Department.
Me: What the ........
Bell Tech Department: How can I help you?
Me: Please be warned, I am peeved about this runaround. I explain the whole thing to her.
Bell Tech Department: Is your PVR a 9400?
Me: Yes.
Bell Tech Department: I am going to talk to the Loyalty Department about your PVR. Please bear with me.
Me: OK. Time passes.
Bell Tech Department: Mr. Mellow, you will be receiving a free PVR. I will send you an e-mail confirmation. [Also, here comes the miracle:] I will credit your account with $30.00 as compensation for all of the confusion that you experienced today.
Me: Well, thank you very, very much.
Bell Tech Department: You are welcome.
Who would have dreamed, that after all these years, Bell would finally clue in? And give credit for poor service! I am speechless.
I now believe in miracles.
