Well I am not happy with Bell Sympatico's terrible technical support! Let me tell you my tale friends . It begins by a call by myself to Bell inquiring about increasing my dsl connection speed. I was helped by a very nice customer service lady who carefully explained all the options to me and then setup the speed package I wanted. Great customer service there.

But wait the plot thickens! Two week later I run a speed test and notice no speed increase in my service. I call Bell and go through the terrible push one for this , push 3 for that and then wait for 5 mins before someone comes on.

I explain to the tech that I had two weeks previously increased my speed package and that I had not seen a difference on the tests I ran. The tech investigated and found that the new speed had not been put on my account yet and would be on within 24hrs. Fine think I and wait for 24hrs.

Next day I check my speed again - thats right, you guessed it - no increase. I call for the third time to technical support. Explain again my situation. Tech runs a test and says the speed change has just taken effect and that it's on now. GREAT !! think I. I ask the tech what speed range I can expect with this new package. I had ordered the 7 meg/sec package and wanted to know. Usually with DSL you get a range from say 5 to 7. 

The tech says I should absolutely get 7 megs/sec and that was because my line quality was so good.

I am suspicious of this and ask again- same reply - I should absolutely expect 7 megs/sec. Think that this was too good to be true I ask a third time. Again the tech says that 7 megs/sec is what I should be getting. WOW think I, that is fantastic and go about my merry way.

Next day i run another speed test and guess what - only a slight improvement. I think O.K. this might be my computer I'm on so I test it on two other computers - same results.

So i call back for the 4th time. Tech says I can only expect 3 megs/sec. What say I, I was told 7 megs/sec. No no no says he and I ask to speak with a supervisor. Call gets disconnected.

Next day .So this time I ask to speak with a supervisor. Tech tells me the supervisor is two busy to come to the phone and will call me back. I say no that is not convenient but I will call back tomorrow and that to please leave an open ticket for me. Tech assures me he will.

Day five dawns full of sunshine and promise. Sadly it didn't keep it's promise. I call back, ask if there is an open ticket - no open ticket -  ask for a supervisor. Re- explain my problem - was told I would get 7 megs/sec only getting 4.9 to 5.1. HE starts running the same tests everyone else has for the last 4 days, I tell him I have had this result both before and after the speed change - 4.9 to 5.1 megs/sec - and that I am running my speed tests from about 5 different places so i get a broad cross section of testing.

Tech begins to say it might my computer - explain I am using a new I mac and that I have tested the same thing on two other pc's with the same result. Tech then tells me I should only expect around 5 to 6 megs. I then explain to the tech the 7 meg/sec result i was told to expect, the 3 megs/sec by another tech and ask what going on here. Supervisor says he will run some results and call back.

A supervisor does call back but it's someone different. he starts running the same tests and I re explain everything t him. Has do a number of speed tests/downloads. Still getting about 5 megs/sec. This supervisor says I should only expect to get about 6 and that in the future Bell would be upgrading the local lines. 

At this point I say all of that is irrelevant. I want to know why I have been told a number of possible speeds to expect? Why no one has told me a consistent result? and why when I test i git the same results again and again and again?

He begins to say the package is only up to 7 megs/sec. I ask to speak ti his supervisor. He say his supervisor would just tell me the same think. I ask for the second time. he says he will run some more tests. i ask for the 3rd time. He says that we will run some tests and then get a supervisor. I say this is the 4th time I am asking to speak to your supervisor and to transfer me immediately. He starts to tall about running some more tests and I say I have now asked you 5 times to speak with a your supervisor and that you consistently refuse to begin an immediate transfer.

I ask for his employee ID an say I will now contact Bell corporate to complain about the in consistent and frustrating service I have received from technical support.

So thats where I am at Now friends, I am about to call Bell Sympatico corporate. 

Here is my serious problems with this whole saga. 

1. Don't promise something you cannot deliver

2. Do not make the customer run the same series of tests.

3. Do not tell the customer a variety of explanations and results.

4. When a customer asks for a supervisor then transfer the customer to a supervisor.

A little disclaimer on my part. I work as a premium technical support rep for a major American Telecommunication company. I do allot of DSL support. So i know what I am talking about.

To Bell Sympatico. You need to seriously train your overseas workers to give a consistent answers, to not try to offer other explanations once one has been dismissed or refuted and to respond promptly to a customers request.  I have had up until this point nothing but very good service. Is that changing now? And for the rest of you out there i would seriously consider and alternative to Bell unless they can correct their technical support responsiveness.

Q