Bell gets flak for bullying clients into

going paperless
By Ellen Roseman, Personal Finance Columnist
Many people don’t like being bludgeoned
into accepting electronic bills. They want
companies to give discounts or incentives for
going paperless, instead of adding on extra
fees.

Some also feel it’s hypocritical – even

nonsensical – for companies to say they’re
encouraging e-billing for the sake of the
environment.

It’s just an excuse to cover up what they’re

really doing – shifting costs to customers in
order to boost their profits.

Soon you’ll be printing all your bills at home, using your own paper, printer and ink cartridges. No
trees or electricity will be saved in the conversion.

This is some feedback I heard after writing about Bell’s bully tactics in a column last week. Bell
plans to charge Internet customers $2 a month to get paper bills.

Unless they register for e-billing by June 1, they face a new fee added automatically to their
statements.

“It’s one thing for companies to force negative billing on us, but Bell has made it so difficult and
confusing as well,” said Michael Kidder.

“I’ve probably wasted over an hour trying to opt out. The link to log into MyBell didn’t work at first.
I managed to log in again and found MyBell is undergoing ‘daily maintenance.’

“I find this whole process and amount of time wasted ridiculous.”

Kidder did manage to register for e-billing and get a confirmation from Bell: “It took about six days
and almost 10 attempts.”

What happens to a Bell landline bill if it’s bundled with your Internet bill? Will you get a paper
invoice for the phone charges only?

“Bell Internet customers who subscribe to One Bill will be subject to the fee in June,” said media
contact Jason Laszlo, who volunteered to help people with their queries.

Hugh Davidge, who has bundled Internet and phones, was happy to receive a $24 credit from
Bell after writing to me. Others also received a refund for the first year of paper bills.

v.2
Richard Ring spent a lot of time getting to Bell’s loyalty and retention staff, but was rewarded for
his long-term loyalty.

“We obtained our Internet usage from the Bell website and were able to cut our rate in half with
added credits after threats to leave,” he said.

“I suspect many of your readers are paying more than their usage warrants. There might be an
opportunity to warn them.”

Clair Love also called Bell to suggest he would find a new Internet provider.

“I was paying about $76 a month for Internet and phone. With all the discounts I was given it will
now cost me about $50 a month (plus faster Internet) for one year. Where were those discounts
before?” he asked.

John and Linda Farrow-Smith have an idea to help Bell save money.

“We’re currently on the preauthorized debit plan and receive a paper invoice in the mail. Each
month it comes with a return paper envelope included, which serves absolutely no purpose.
Instead of Bell charging $2 in an attempt to save the environment, why not remove the return
payment envelopes to save money and the environment?”

Some people had another question: Why not use a carrot instead of a stick to motivate switching
to e-bills?

Enbridge, for example, offers Ontario customers 20 Air Miles if

they sign up for e-billing by May 31. Achieva Financial gives a $1
monthly credit to customers who go paperless.

Richard Lewis highlights a problem at this time of year, when

people need to back up the business expenses claimed on their
income tax returns.

“At tax time, you must have copies of every receipt. Now the company wants you to print it with
your paper and ink,” he says.

“It’s not about the environment. It’s about their bottom line.”

Bottom line for customers: Ask for a share of the savings if you abandon paper bills.

Remember that negotiated discounts come at a cost. You may have to stay for a year or more –
or else repay the savings you’ve already spent.

Still, it’s worth asking the questions, just to see the answers you’ll get.

http://www.thestar.com/business/article/1157537--roseman-bell-gets-flak-for-bullying-clients-into-going-paperless

v.2
FOLLOW-UP QUESTIONS
Answer the following questions with complete and detailed responses.

1. Does Bell offer a good or service and do you feel they satisfy the needs or wants of
customers? Explain with support from your notes and class material looked at to date.

2. What is your own personal opinion of Bell’s new charge for customers who want paper
copy bills sent to them instead of switching to paperless, e-billing (electronic or Internet
billing)? Support your opinion.

3. When companies face unavoidable cost increases of doing business, do you feel it is right
for them to automatically pass these costs on to the customer? Although it allows the
company to recoup the extra costs, what does the company risk by implementing such a
move? Explain.

4. Bell would likely suggest that the reason for the transition to e-billing is motivated by a
desire to reduce waste and be more environmentally friendly. What are your reactions to
this suggestion? Do you think this is the real reason or not? Explain fully.

5. The article suggests other companies using a “carrot instead of a stick” to motivate
customers to make the switch to electronic billing. Explain what this slang term means
and whether or not you agree with it.

6. Imagine for a minute that you are the new CEO (President) of Bell Canada. Your first
order of business is to deal with the issues highlighted in the article. Put together a plan
or strategy for handling this challenge that will ideally satisfy both your customers and Bell.
Outline your plan in a carefully worded 1-2 paragraph “letter to loyal Bell customers”.
Assume the company will be posting this message on its website and in national
newspapers across Canada tomorrow, so ensure your letter clearly explains your position
and what this will mean for customers.

v.2