I need a new cell phone.
Since I’m a Bell Mobility customer, I head to the mall to visit the local Bell World outlet to get a new one. Here I can pick out a model and have it activated, all in one easy step. Like most cellular companies, Bell Mobility practically gives away the phones in return for you signing on for another year or two.
“Meh,” I tell the salesperson, “I’ve got no problems with the service. I’ll do another contract.” In Canada, one cell phone company is more or less the same as the others so it hardly matters which one you’re beholden to. Really they all cost the same, so unless you are somehow out of favour with your current provider switching is mostly pointless.
The actual selection of the hardware takes less than ten minutes. It’s their curious configuration process that really wastes my time for me.
The problem with a Bell World store is that it is not actually a division of Bell Canada, it is an independently owned franchise. When actual phone company stuff needs to get done, the sales clerk has to fiddle with a special website and call a special hotline to speak to a proper Bell Canada person. Essentially they have to call customer support, just like I do. So you can imagine what happens.
“Ahh jeez. I’m on hold.”
Well there’s a big surprise. Customer service is all about keeping people on hold so maybe they will hang up or something. Of course he can’t hang up because this is the only way to transfer services from my old phone to the new one.
I amuse myself by milling aimlessly around their store. Cell phones here, satellite TV there, and various bits of high speed Internet stuff scattered throughout. They’ve got this Blackberry display smack in the middle of the cellphones: “Stay connected!” Yeah right. I hate those things. The people I see using them are like zombie slaves. If I ever had a boss tell me that I needed to get one I would tell him to fuck off and offer to shove the device up his ass for him.
It’s not a very big store when you get right down to it. One mid-size retail showcase area up front with two sales kiosks and two little rooms at the back full of stock. I’ll bet they’re paying over two grand a month for it all, too.
Eventually the sales clerk gets through to the ‘real’ Bell Canada person and they mumble a bit of jibberish at each other before he says to me, “I don’t know why, but your current cell phone plan is not supported on this phone.” There’s no technical reason why, of course, the reason is purely financial. Those assclowns at Bell want to migrate me to a more profitable plan.
“So what plan were you on before?” he asks.
I just look at him. “Huh?” I have no idea what plan I’m on. The Bent Over with Free Reach Around Plan for all I know. I spend most of my days trying to solve other people’s problems; I have no time for my own. I don’t want to expend any brainpower at all on maximizing my cell phone plan. The idea of the cell phone calling plan a purely synthetic, profit-driven bullshit thing anyway. The only plan I should be on is the ‘I make all phone calls I want whenever I want and you charge me a little as possible’ plan. But that’s just not how it works with cell phones.
“We can get you into this 100 daytime minutes with 1000 weekend and evening minutes plan.”
Whatever. Sure. I have no idea what I had before. But I’m pretty sure I don’t talk on my cell phone for more than 100 minutes a month anyway. I long ago learned that it is cheaper and easier to do on-site vendor support calls on the customer’s land line.
“Do you need call display?”
“Well yeah. Isn’t that included? How could that not be included? How do I get it?” I’m not sure why I even bothered to ask. I know exactly how I’m going to get it.
“We can add a $10 ‘Fuel’ option. It’s comes with 50 free text messages a month, too.”
I never use them. Whatever. Sure. As long as the bill is less than $70 a month. The salesperson is as helpful as he can be, given the shit product that he has to sell. I don’t blame him particularly. In fact, his task of educating customers about the ins and outs of cell phone plans reminds me somewhat of informing customers about the ins and outs of key codes, product activation, Genuine Advantage, Digital Rights Management and all the rest of the greedy, useless shit that suits have foisted on the computer industry.
All of this generates a fair bit of paperwork. Real paperwork on real paper and such like. There is much signing of legally binding documents I don’t bother to read. Even if I did have a problem there’s nothing I can do. Sign ‘em, or no cell phone for you.
The ponderous nature of the Bell Canada Way becomes even more evident when I go to actually pay for the phone. The sales clerk looks at me, leafs through the pile of sheets, enters a bit of it in to the computer and asks for payment. I do up the credit card. Then she enters some stuff on the computer, then some more stuff, and then even more stuff, looks stunned for a minute or two before finally remarking that there seems to be not enough paperwork. Then she looks at me funny, as if to ask for guidance.
Why are you looking at me? I have no goddamn idea what you are doing. And oh yeah, my stuff that I have now paid for is still behind the counter. I wish to take it away now so I can play with it.
“I dunno. Your internal procedures are a great mystery to me.” I think that I am so funny, but she actually has to track down the original sales-guy to get him to print out something more so she can complete the transaction. After a bunch of running around I finally get to leave with my new cell phone.
35 minutes it takes me to get a new cell phone. The Bell Canada way is definitely not the quick way.