Chapter 1: The Dilemma with Bell Canada

Canadians are often regarded as friendly individuals, but bring up Bell Canada, and you’ll witness a different sentiment. There’s a peculiar satisfaction in watching others criticize a mobile provider that one does not have to deal with personally. It’s similar to how people view tax collectors—always the villain, regardless of their efforts.

Bell Canada, however, has taken this to another level. They faced a hefty fine of $1.25 million when it was revealed that they were prompting employees to post glowing reviews online.

The mobile app reviews read like this: “Incredible!! A flawless company! I’m extremely thankful for such a top-notch application.” Or, “Without a doubt, the best provider globally.” One can practically get a headache from the eye-rolling.

At my previous workplace, while we weren’t explicitly told to write positive reviews, there was an implicit pressure. Mass emails encouraged us to share our love for the company on platforms like Glassdoor, but there were no corresponding emails urging us to voice any concerns. I knew, for certain, that our HR executive’s performance and bonuses were linked to the company’s public image, which were clearly defined KPIs (Key Performance Indicators). It’s also evident that many of the commendatory reviews were penned by the directors themselves. This mirrors the scenario at Bell Canada.

In my opinion, if a company is actively responding to every negative review on Glassdoor, there’s probably something fishy going on beneath the surface.

Identifying fake reviews is my unofficial superpower, largely because I work as a writer and editor. The trick is this: employees who submit multiple reviews tend to avoid repeating phrases. However, you can often spot similar formatting, punctuation usage, minor grammatical errors, and repetitive sentence lengths, which was the case with Bell Canada.

But the distaste for Bell Canada doesn’t end there.

They often mislead their customers regarding pricing.

Many customers have reported discrepancies where the price advertised online differs from what they are charged, with sales representatives claiming the website hadn’t been “updated.” There are numerous accounts of individuals attempting to cancel their service, only for the representative to forget to “push the right button.”

Bell Canada’s genuine customer reviews tell a different story.

One of the issues that has surfaced is their unauthorized credit checks.

An employee disclosed that management advised against informing customers about these checks, suggesting it was implied that a credit check would occur. The downside is that “hard” credit checks can negatively impact credit scores. A man was awarded $21,000 for an invasion of privacy that affected his credit, but he had to fight tooth and nail to receive that compensation.

Even more troubling is Bell’s internet service, which is often the only option in certain areas, akin to swiping on Tinder and finding only undesirable matches. Netflix has even labeled Canada as the “Third World” of broadband due to the numerous complaints it receives.

It’s disheartening to see people in developing nations enjoying better internet service. With the advancements in infrastructure, there’s no valid reason for such poor service in Canada at this point.

What’s the root of the problem?

In a word: lobbying.

Recently, a photo emerged of Bell Canada’s CEO enjoying drinks with the head of the Canadian Radio-television and Telecommunications Commission, which gave off a vibe of backdoor dealings that has upset many customers.

Consumers are understandably frustrated with unreliable connectivity, especially when it’s linked to anti-competitive practices. In many regions, there aren’t any viable alternatives.

The situation hasn’t improved for Bell Canada. The company is currently laying off thousands of employees and shutting down numerous locations.

Throughout every interaction, there’s been a persistent disdain towards the company. They are notorious for charging customers for returned equipment and for having inadequate customer service representatives who argue when customers attempt to cancel or dispute charges. Additionally, they often increase prices without notifying their customers.

I understand this might sound like typical complaints against a company, but the takeaway here is clear: if you’re frustrated with your cell or internet provider, at least you’re not dealing with Bell Canada, which many deem a monopoly.

As a quick tip, if you find yourself facing a hefty overage charge that you caused, it’s best to approach the situation with humility. For instance, if you forgot to add international roaming while traveling, kindly request a “one-time credit.” Keep in mind that these representatives endure a tough day, so starting with kindness can go a long way.

In the video titled "The Company that Broke Canada," viewers can gain insight into the various controversies surrounding Bell Canada, including customer dissatisfaction and corporate practices.

Another related video, "I'm pretty pissed off": Trudeau blasts Bell layoffs, calls them 'garbage decision,' discusses the implications of recent layoffs and the public's reaction to Bell Canada’s business decisions.