Even I don't always agree with my opinion


It’s Just Our Policy

Posted October 29, 2008 by jim young in Business

– jim young

I understand the need for company policies.

What I don’t understand is why any company would use a policy to hide behind rather than make a rational decision based on individual circumstances that may or may not even really fit into the original “intent” of the policy in the first place.

When I worked for Costco in Barrie I was told Costco does not have any policies. There are no set rules and each individual member should be treated as that – an individual member – and the outcome of that individual member’s problem would be resolved based on its individual merits.

That may not be Costco’s exact policy on policies – but that was my interpretation of it.

And it made sense.

I won’t go into all the details of why I recently had a falling out with Bell Sympatico.

Suffice it to say that I discovered they had been charging me for some time for a service that I was not getting. Nor could they even provide me with that service.

Their original offer was to give me 3 months free of a service they admitted they couldn’t provide. Who in their right mind would agree to that?

I spoke to a Customer Service Representative, 2 Supervisors and a Manager before the issue was finally resolved.

That resolution culminated in me firing Bell Sympatico from the position of being my Internet Service Provider; Bell Sympatico providing me with a years credit on my bill and an early disconnection that contravened their “30-day notice policy.”

I think that’s an admission of guilt, don’t you?

When I first tried to negotiate an early disconnection with both the Supervisors and the Manager I was advised that they couldn’t disconnect my service in anything less than 30 days because it was “against their policy”.

When I inquired as to “WHY” it was against their policy – neither the supervisor nor the manager could explain why that “policy” was in place. It was just against their policy.

I asked if it was also not against their “policy” to overcharge their customers?

Apparently neither the supervisors nor the manager knew if that was even in fact a real “policy” and if so, what the details of it would be.

I suggested to Bell Sympatico that “policies” are usually put in place to handle common circumstances, but when exceptions come along – they need to be considered on a case by case basis.

It seemed pretty simple to me:
1) They had charged me for a service they couldn’t provide.
2) I never wanted or agreed to the service they COULD provide.
3) I should be rebated for the over-charges.
4) I should be permitted to discontinue the service that I didn’t want in the first place in as quickly a time frame as possible.

Apparently the manager finally agreed with my reasoning and my service would be cut off in just 14 days. (I figured that would give me time to get connected with Rogers Cable with no total disruption to my Internet connection.)

The final negotiations to come to this resolution took well over an hour of sometimes very heated conversation.

When completed, the Bell Sympatico Manager ended the call with “Have a great day and thank you for choosing Bell Internet.”

I was literally speechless as I hung up the phone.

“Are you fucking kidding me?” I thought. She thanked me for choosing Bell Internet? I just fucking fired her ass and she thanked me for choosing a service that I DIDN”T choose and I DIDN’T want.

I guess it’s just Bell Sympatico’s “policy” – to end each call with that very contrived statement.

But I’ll bet even she felt pretty silly saying it.

– 30 –


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