Nos services avant le ''début de la fin'' comme je l'appel, deux téléphones cellulaire sans contrat, service TV Illico, et internet haute-vitesse. Clients depuis 5 ans. Nous payons 212.87$avant tx (244,74$tx inc) depuis 1 ans environs.
Chronologiquement:
Mars 2021, j'appel Vidéotron pour un changement d'adresse, jusqu'à la tout vas bien c'est rien de compliqué pour les deux parties. Un coup que c'est régler, l'employé me dit qu'elle a une promotion pour notre compte, elle nous offre deux téléphone totalement gratuit si nous acceptons de prendre entente avec eux pour deux ans au prix que nous payons PRESENTEMENT. Moi de nature sceptique en général, prend les informations sur les modèles qu'elle offre (Samsung A21, Samsung A51, et un LG) le temps d'en parler avec ma conjointe et de faires quelques recherches sur les modèles offert. Je rappel dans les jours suivant pour passer la commande, entente/contrat verbal avec eux, deux téléphones Samsung A51 pour une entente de 2 ans avec les mêmes services/forfait que nous avons présentement au MEME prix. Quelques jours après nous recevons les dits téléphones, et la lune de miel commence avec ses fabuleux appareils...
9 Avril 2021, alors que je préparais le souper, j'entend ma conjointe sursauté dans l'autre pièce, ''QUOI!? VIDEOTRON NOUS CHARGE 780.40$ JEL SAVAIT!!'' et moi de lui dire t'inquiète pas je vais les appeler et régler ca, ca doit être une erreur. Et me revoilà parti sur la ligne du service a la clientèle. Premier niveau, monsieur je ne comprend pas trop rien ne semble anormal ici blah blah, j'escalade au deuxième niveau, satisfaction client, la personne a qui je parle me dit qu'il a surement eu une erreur, ce modèle de téléphone n'aurais pas du m'être proposer ca il ne vient pas avec des forfait a 0$ habituellement, on essaye de me faire descende le prix pour les appareils de quelques centaines de dollars, mais c'est tres loin de l'entente que j'ai pris avec eux, téléphone gratuits point. Je ne démords pas, j'ai pris une entente et elle dois etre respecter, c'est leurs erreurs pas la mienne. Et nous voila au niveau trois, les superviseurs, l'employé me dit qu'ils va écouter la conversation que j'avais eu en mars et va me revenir. Ce qu'il fait le lendemain, il me dit que l'employé en questions a commis une grosse erreur en m'offrant ses téléphones, s'excuse des conversations que j'ai eu avec les autres palier, et m'assure qu'ils vont respecter l'entente. Il réduit immédiatement la facture a ce que je devrais payer, seul petit hic, il est trop tard dans le mois pour effectuer un dernier rabais de 20 dollars, donc si je le paye sur le mois en cours, il me seras crédité le mois suivant. Pas de problème je vais le rajouter ce mois ci, merci monsieur, affaire clos... que je croyais...
14 Mai 2021, facture reçu, de.... 255.12$! Non seulement mon crédit de 20 dollars + taxes ne m'as pas été fait, mes mensualité régulière ont passer de 212,87$ a 222.87$. L'irritation est en train de monté, je retourne au téléphone, je réexplique tout pendant au moins 40 minutes, on me dit que ma facture a augmenté de 10$ parce que je n'ai plus le rabais de deux lignes que j'avais au paravent et qu'il n'est plus applicable. Je tiens mon bout et réitère que l'entente étais de payer la même chose que je payais (212.87$) pour deux ans, point finale. Apres me faire transférer au niveau 2, et de TOUT réexpliquer encore une fois et les menacés de fermer mon compte avec eux, j'arrive enfin au bout de plus d'une heure a me débattre a faire respecter l'offre. Envoyer nous un paiement de 221.75$, ce qui inclus le 20$+tx de crédit que nous vous devons et vous remet a votre mensualité habituel. Bon finalement, ca a l'air enfin réglé! Naïvement je croyais une fois de plus..
11 Juin 2021, une facture de.... 300.68$! La le mot irrité est rendu très très faible. De retours au téléphone, le niveau 1 comprend vite qu'ils ne pourras pas m'aider et me transfert a la ''satisfaction'', mot qui semble avoir perdu toute sa valeur ici. Apres expliquer vaguement dans le plus simple que je peux la péripétie des 4 derniers mois a la dame, elle me met en attente et me reviens. Apres m'avoir répéter a au moins 5 reprises qu'elle travail pour trouver une solutions et tout le blah blah, elle me demande si je suis satisfait de mes produits, si je voudrais helix, je lui dit calmement, madame, tout ce que je veux c'est payer mon 212.47$ comme prévu et ne plus avoir a appeler ici a chaque moi. Elle m'informe alors, que plusieurs ''rabais'' dont je bénéficiais arrive a échéance et que ca joue sur mes mensualité, okay c'est pas mon problème comment vous arranger les factures, j'ai pris un CONTRAT avec vous. Elle me dit qu'elle peut me donner un crédit de 50$ ce mois ci et de voir avec eux le mois suivant si il y a des nouvelles promotions. Inacceptable, je tiens mon bout, elle me remet en attente. Elle me revient en me disant, le mieux que je puisse faire c'est 237$ avant taxes par mois. Je suis furieux mais je reste polis, de quoi 237$, j'ai pris une entente avec vous pour 212.47$ pour 2 ans pas un sous de plus. Voyant l'impasse, je lui dit que nous sommes arriver au bout ensemble et de me transférer a quelqu'un d'autre mais elle me dit a quelques reprises que c'est elle qui dois régler ca. Apres quelques échanges de plus elle fini par me dire qu'un superviseur du niveau 3 va me contacter, elle ne sais pas quand...
Et voici ou j'en suis, dépasser comment une compagnie qui fait presque 4 milliards de chiffre d'affaire traite ses clients, je ne compte pas démordre des mes droits et de faire respecter leurs obligations par Vidéotron. Si il ya moyens de contacter quel qu'un au service a la clientèle au Québec j'aimerais bien savoir comment. Parce que les employés sous-contracté outre-mer sembles tous avoir la même ''casettes'' ou la même stratégie de faire durée et durée le problème jusqu'à ce que le client abdique.
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Eh ben, ou commencer, difficile de mettre toutes mes pensées en ordre, si ca fait partie de la stratégie de Vidéotron, c'est en train de fonctionner.
Nos services avant le ''début de la fin'' comme je l'appel, deux téléphones cellulaire sans contrat, service TV Illico, et internet haute-vitesse. Clients depuis 5 ans. Nous payons 212.87$avant tx (244,74$tx inc) depuis 1 ans environs.
Chronologiquement:
Mars 2021, j'appel Vidéotron pour un changement d'adresse, jusqu'à la tout vas bien c'est rien de compliqué pour les deux parties. Un coup que c'est régler, l'employé me dit qu'elle a une promotion pour notre compte, elle nous offre deux téléphone totalement gratuit si nous acceptons de prendre entente avec eux pour deux ans au prix que nous payons PRESENTEMENT. Moi de nature sceptique en général, prend les informations sur les modèles qu'elle offre (Samsung A21, Samsung A51, et un LG) le temps d'en parler avec ma conjointe et de faires quelques recherches sur les modèles offert. Je rappel dans les jours suivant pour passer la commande, entente/contrat verbal avec eux, deux téléphones Samsung A51 pour une entente de 2 ans avec les mêmes services/forfait que nous avons présentement au MEME prix. Quelques jours après nous recevons les dits téléphones, et la lune de miel commence avec ses fabuleux appareils...
9 Avril 2021, alors que je préparais le souper, j'entend ma conjointe sursauté dans l'autre pièce, ''QUOI!? VIDEOTRON NOUS CHARGE 780.40$ JEL SAVAIT!!'' et moi de lui dire t'inquiète pas je vais les appeler et régler ca, ca doit être une erreur. Et me revoilà parti sur la ligne du service a la clientèle. Premier niveau, monsieur je ne comprend pas trop rien ne semble anormal ici blah blah, j'escalade au deuxième niveau, satisfaction client, la personne a qui je parle me dit qu'il a surement eu une erreur, ce modèle de téléphone n'aurais pas du m'être proposer ca il ne vient pas avec des forfait a 0$ habituellement, on essaye de me faire descende le prix pour les appareils de quelques centaines de dollars, mais c'est tres loin de l'entente que j'ai pris avec eux, téléphone gratuits point. Je ne démords pas, j'ai pris une entente et elle dois etre respecter, c'est leurs erreurs pas la mienne. Et nous voila au niveau trois, les superviseurs, l'employé me dit qu'ils va écouter la conversation que j'avais eu en mars et va me revenir. Ce qu'il fait le lendemain, il me dit que l'employé en questions a commis une grosse erreur en m'offrant ses téléphones, s'excuse des conversations que j'ai eu avec les autres palier, et m'assure qu'ils vont respecter l'entente. Il réduit immédiatement la facture a ce que je devrais payer, seul petit hic, il est trop tard dans le mois pour effectuer un dernier rabais de 20 dollars, donc si je le paye sur le mois en cours, il me seras crédité le mois suivant. Pas de problème je vais le rajouter ce mois ci, merci monsieur, affaire clos... que je croyais...
14 Mai 2021, facture reçu, de.... 255.12$! Non seulement mon crédit de 20 dollars + taxes ne m'as pas été fait, mes mensualité régulière ont passer de 212,87$ a 222.87$. L'irritation est en train de monté, je retourne au téléphone, je réexplique tout pendant au moins 40 minutes, on me dit que ma facture a augmenté de 10$ parce que je n'ai plus le rabais de deux lignes que j'avais au paravent et qu'il n'est plus applicable. Je tiens mon bout et réitère que l'entente étais de payer la même chose que je payais (212.87$) pour deux ans, point finale. Apres me faire transférer au niveau 2, et de TOUT réexpliquer encore une fois et les menacés de fermer mon compte avec eux, j'arrive enfin au bout de plus d'une heure a me débattre a faire respecter l'offre. Envoyer nous un paiement de 221.75$, ce qui inclus le 20$+tx de crédit que nous vous devons et vous remet a votre mensualité habituel. Bon finalement, ca a l'air enfin réglé! Naïvement je croyais une fois de plus..
11 Juin 2021, une facture de.... 300.68$! La le mot irrité est rendu très très faible. De retours au téléphone, le niveau 1 comprend vite qu'ils ne pourras pas m'aider et me transfert a la ''satisfaction'', mot qui semble avoir perdu toute sa valeur ici. Apres expliquer vaguement dans le plus simple que je peux la péripétie des 4 derniers mois a la dame, elle me met en attente et me reviens. Apres m'avoir répéter a au moins 5 reprises qu'elle travail pour trouver une solutions et tout le blah blah, elle me demande si je suis satisfait de mes produits, si je voudrais helix, je lui dit calmement, madame, tout ce que je veux c'est payer mon 212.47$ comme prévu et ne plus avoir a appeler ici a chaque moi. Elle m'informe alors, que plusieurs ''rabais'' dont je bénéficiais arrive a échéance et que ca joue sur mes mensualité, okay c'est pas mon problème comment vous arranger les factures, j'ai pris un CONTRAT avec vous. Elle me dit qu'elle peut me donner un crédit de 50$ ce mois ci et de voir avec eux le mois suivant si il y a des nouvelles promotions. Inacceptable, je tiens mon bout, elle me remet en attente. Elle me revient en me disant, le mieux que je puisse faire c'est 237$ avant taxes par mois. Je suis furieux mais je reste polis, de quoi 237$, j'ai pris une entente avec vous pour 212.47$ pour 2 ans pas un sous de plus. Voyant l'impasse, je lui dit que nous sommes arriver au bout ensemble et de me transférer a quelqu'un d'autre mais elle me dit a quelques reprises que c'est elle qui dois régler ca. Apres quelques échanges de plus elle fini par me dire qu'un superviseur du niveau 3 va me contacter, elle ne sais pas quand...
Et voici ou j'en suis, dépasser comment une compagnie qui fait presque 4 milliards de chiffre d'affaire traite ses clients, je ne compte pas démordre des mes droits et de faire respecter leurs obligations par Vidéotron. Si il ya moyens de contacter quel qu'un au service a la clientèle au Québec j'aimerais bien savoir comment. Parce que les employés sous-contracté outre-mer sembles tous avoir la même ''casettes'' ou la même stratégie de faire durée et durée le problème jusqu'à ce que le client abdique.
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Bonjour! Nous vous avons envoyé un message en privé afin de pouvoir procéder en toute sécurité, toutes nos excuses concernant la situation.
\n\n
-Alexis
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Bonjour! Nous vous avons envoyé un message en privé afin de pouvoir procéder en toute sécurité, toutes nos excuses concernant la situation.
\n\n
-Alexis
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