{"id":3366,"date":"2017-11-07T10:05:33","date_gmt":"2017-11-07T15:05:33","guid":{"rendered":"https:\/\/www.ccts-cprst.ca\/?p=3366\/"},"modified":"2020-08-18T09:37:43","modified_gmt":"2020-08-18T13:37:43","slug":"les-problemes-persistants-de-facturation-de-bell","status":"publish","type":"post","link":"https:\/\/www.ccts-cprst.ca\/fr\/les-problemes-persistants-de-facturation-de-bell\/","title":{"rendered":"Les probl\u00e8mes persistants de facturation de Bell"},"content":{"rendered":"<div class=\"lead\">\n<h6>Source:\u00a0Un texte de\u00a0<strong>Melissa Pelletier\u00a0<\/strong>et\u00a0<strong>Fran\u00e7ois Sanche<\/strong>, de\u00a0<em><a href=\"http:\/\/ici.radio-canada.ca\/tele\/la-facture\/site\">La facture<\/a><\/em><\/h6>\n<h2>Ann\u00e9e apr\u00e8s ann\u00e9e, Bell d\u00e9tient le record du plus grand nombre de plaintes quant \u00e0 la qualit\u00e9 du service \u00e0 la client\u00e8le. Pourquoi? Et quels sont les recours des consommateurs insatisfaits?<\/h2>\n<\/div>\n<div class=\"document-body bunker-component news-story-content\">\n<div class=\"bunker-component DocumentNewsStoryBody\" data-component-name=\"DocumentNewsStoryBody\">\n<p>Bell offre des promotions concurrentielles et sa technologie est attrayante, mais son service \u00e0 la client\u00e8le a du mal \u00e0 suivre le rythme effr\u00e9n\u00e9 des multiples promotions. Il en r\u00e9sulte de nombreuses erreurs de facturation et des clients doivent se battre pour obtenir le prix promis.<\/p>\n<h3><strong>Une premi\u00e8re facture inexacte<\/strong><\/h3>\n<p>En janvier dernier, quelqu&rsquo;un cogne \u00e0 la porte de Marc Giard et Annie Boulianne. Une repr\u00e9sentante de Bell propose trois services de t\u00e9l\u00e9communications (t\u00e9l\u00e9, Internet et t\u00e9l\u00e9phonie) \u00e0 77,90\u00a0$ par mois.<\/p>\n<p>Le couple est tent\u00e9, mais l\u2019affaire semble compliqu\u00e9e. La repr\u00e9sentante explique qu\u2019ils recevront une premi\u00e8re facture plus \u00e9lev\u00e9e, qui sera corrig\u00e9e le mois suivant, lorsqu\u2019un rabais suppl\u00e9mentaire sera appliqu\u00e9.<\/p>\n<div class=\"bunker-component center image-from-url-with-caption-v2\" data-component-name=\"ImageFromUrlWithCaptionV2\">\n<div class=\"container-image image-soft-crop-xl image-soft-crop-lg\"><picture class=\"picture bunker-component\" data-component-name=\"Picture\"><img decoding=\"async\" src=\"https:\/\/images.radio-canada.ca\/q_auto,w_635\/v1\/ici-info\/16x9\/annie-boulianne.JPG\" alt=\"Annie Boulianne\" \/><\/picture><\/div>\n<p><span class=\"photo-caption\">Annie Boulianne, cliente de Bell Photo : Radio-Canada<\/span><\/p>\n<\/div>\n<blockquote>\n<p class=\"quote\">J&rsquo;ai demand\u00e9 [\u00e0 la repr\u00e9sentante] : \u00ab\u00a0Oui, mais comment es-tu capable de me donner ce prix-l\u00e0?\u00a0\u00bb L&rsquo;agente m&rsquo;a dit : \u00ab\u00a0Moi, je t&rsquo;offre le prix que Bell donnerait en dernier recours \u00e0 ses clients pour la r\u00e9tention.\u00a0\u00bb<\/p>\n<footer>Annie Boulianne, cliente de Bell<\/footer>\n<\/blockquote>\n<p>Mais ce rabais de \u00ab\u00a0r\u00e9tention\u00a0\u00bb n\u2019a jamais \u00e9t\u00e9 appliqu\u00e9. Marc Giard et Annie Boulianne ont pass\u00e9 des heures au t\u00e9l\u00e9phone \u00e0 s\u2019obstiner avec diff\u00e9rents agents de Bell.<\/p>\n<p>D\u2019autres clients de Bell ont relat\u00e9 des histoires similaires.<\/p>\n<h3><strong>D\u2019abord \u00ab\u00a0satisfaire les actionnaires\u00a0\u00bb<\/strong><\/h3>\n<p>Quel est ce probl\u00e8me si tenace que Bell ne parvient pas \u00e0 corriger? Selon Louis Fabien, professeur de marketing \u00e0 HEC Montr\u00e9al, l\u2019entreprise a un \u00e2ge v\u00e9n\u00e9rable et l\u2019information passe mal entre les d\u00e9partements.<\/p>\n<div class=\"bunker-component center image-from-url-with-caption-v2\" data-component-name=\"ImageFromUrlWithCaptionV2\">\n<div class=\"container-image image-soft-crop-xl image-soft-crop-lg\"><picture class=\"picture bunker-component\" data-component-name=\"Picture\"><source srcset=\"https:\/\/images.radio-canada.ca\/q_auto,w_635\/v1\/ici-info\/16x9\/louis-fabien.JPG\" media=\"(min-width: 1599.01px)\" \/><source srcset=\"https:\/\/images.radio-canada.ca\/q_auto,w_635\/v1\/ici-info\/16x9\/louis-fabien.JPG\" media=\"(min-width: 1239.01px)\" \/><source srcset=\"https:\/\/images.radio-canada.ca\/q_auto,w_1250\/v1\/ici-info\/16x9\/louis-fabien.JPG\" media=\"(min-width: 1023.01px)\" \/><source srcset=\"https:\/\/images.radio-canada.ca\/q_auto,w_960\/v1\/ici-info\/16x9\/louis-fabien.JPG\" media=\"(min-width: 640.01px)\" \/><source srcset=\"https:\/\/images.radio-canada.ca\/q_auto,w_635\/v1\/ici-info\/16x9\/louis-fabien.JPG\" media=\"(min-width: 522.01px)\" \/><source srcset=\"https:\/\/images.radio-canada.ca\/q_auto,w_480\/v1\/ici-info\/16x9\/louis-fabien.JPG\" media=\"(min-width: 0px)\" \/><img decoding=\"async\" src=\"https:\/\/images.radio-canada.ca\/q_auto,w_635\/v1\/ici-info\/16x9\/louis-fabien.JPG\" alt=\"Louis Fabien\" \/><\/picture><\/div>\n<p><span class=\"photo-caption\">Louis Fabien, professeur de marketing \u00e0 HEC Montr\u00e9al Photo : Radio-Canada<\/span><\/p>\n<\/div>\n<div data-component-name=\"ImageFromUrlWithCaptionV2\"><\/div>\n<blockquote><p>\u00ab\u00a0Il y a l&rsquo;abonnement des services, la facturation, le service, puis le service apr\u00e8s-vente. [&#8230;] G\u00e9n\u00e9ralement, au lieu d&rsquo;avoir cinq silos, on a un seul syst\u00e8me, dans lequel il y a une base de donn\u00e9es pour chaque client, dans laquelle il y a son abonnement, les scripts, sa facture, la soumission\u00a0\u00bb, explique M.\u00a0Fabien.<\/p><\/blockquote>\n<p>Dans le cas d\u2019Annie Boulianne et Marc Giard, l\u2019information a sans doute \u00e9t\u00e9 perdue entre le sous-traitant qui embauche les repr\u00e9sentants du porte-\u00e0-porte et l\u2019agent du d\u00e9partement de l\u2019abonnement.<\/p>\n<p>Selon un observateur financier qui a requis l\u2019anonymat, \u00ab\u00a0Bell a beaucoup coup\u00e9 dans ses co\u00fbts pour faire face \u00e0 la baisse de ses revenus\u00a0\u00bb. Le service \u00e0 la client\u00e8le en a souffert. Pourtant, l\u2019entreprise est rentable et les actionnaires sont satisfaits.<\/p>\n<\/div>\n<blockquote><p>\u00a0\u00ab\u00a0Leur premier objectif, c&rsquo;est de satisfaire les actionnaires. Le retour sur action est excellent. Pourquoi investir dans le service \u00e0 la client\u00e8le? Pourquoi investir dans des pratiques diff\u00e9rentes [&#8230;], alors que \u00e7a va bien financi\u00e8rement?\u00a0\u00bb demande Louis Fabien.<\/p><\/blockquote>\n<p>La mauvaise qualit\u00e9 du service \u00e0 la client\u00e8le a \u00e9t\u00e9 mesur\u00e9e par la Commission des plaintes relatives aux services de t\u00e9l\u00e9com-t\u00e9l\u00e9vision (CPRST). Ann\u00e9e apr\u00e8s ann\u00e9e, Bell reste le cancre dans le domaine. La CPRST re\u00e7oit syst\u00e9matiquement plus de plaintes au sujet de Bell que sur ses concurrents.<\/p>\n<p>Selon le <a href=\"https:\/\/www.ccts-cprst.ca\/fr\/report\/rapport-annuel-2015-2016\/\">rapport annuel 2015-2016<\/a> de la Commission, Bell arrive au premier rang, avec pr\u00e8s de 3000\u00a0plaintes, ce qui repr\u00e9sente 35,9\u00a0% de l\u2019ensemble des plaintes. Rogers arrive en deuxi\u00e8me position, avec 10,5\u00a0% des plaintes.<\/p>\n<p>L\u2019\u00e9cart entre Bell et les autres fournisseurs de services est frappant. Jos\u00e9e Thibault, commissaire adjointe de la CPRST, affirme que Bell s\u2019est am\u00e9lior\u00e9e ces derni\u00e8res ann\u00e9es, mais qu\u2019elle figure toujours au premier rang du nombre de plaintes.<\/p>\n<div class=\"framed\">\n<h3><strong>La r\u00e9ponse de Bell<\/strong><\/h3>\n<p>Dans un courriel \u00e0\u00a0<em>La facture<\/em>, Bell a reconnu que \u00ab\u00a0des erreurs ont \u00e9t\u00e9 commises et des promotions sp\u00e9ciales n\u2019ont pas \u00e9t\u00e9 correctement appliqu\u00e9es aux comptes de certains clients qui ont re\u00e7u des factures qui ne refl\u00e9taient pas les conversations qu\u2019ils ont eues\u00a0\u00bb avec ses agents.<\/p>\n<p>Bell dit avoir d\u00e9j\u00e0 corrig\u00e9 la situation d\u2019un certain nombre de cas que nous lui avons soumis. L\u2019entreprise affirme \u00e9galement qu\u2019elle a offert de la formation additionnelle aux agents impliqu\u00e9s dans ces cas d\u2019erreurs de facturation.<\/p>\n<\/div>\n<h3>Les d\u00e9fis de la marque Bell<\/h3>\n<p>Selon Yany Gr\u00e9goire, professeur au D\u00e9partement de marketing et titulaire de la Chaire en marketing des services et exp\u00e9rience-client \u00e0 HEC Montr\u00e9al, Bell a ruin\u00e9 sa marque. \u00ab\u00a0C&rsquo;est probablement un des annonceurs publicitaires les plus grands au Qu\u00e9bec. Il y a toujours de bonnes publicit\u00e9s, mais en d\u00e9pit de \u00e7a, la marque de Bell est quand m\u00eame tr\u00e8s faible. On le sait par les classements. C&rsquo;est une des compagnies les moins admir\u00e9es. C&rsquo;est une des cons\u00e9quences les plus graves [du mauvais service \u00e0 la client\u00e8le].\u00a0\u00bb<\/p>\n<div class=\"bunker-component center image-from-url-with-caption-v2\" data-component-name=\"ImageFromUrlWithCaptionV2\">\n<div class=\"container-image image-soft-crop-xl image-soft-crop-lg\"><picture class=\"picture bunker-component\" data-component-name=\"Picture\"><img decoding=\"async\" src=\"https:\/\/images.radio-canada.ca\/q_auto,w_635\/v1\/ici-info\/16x9\/yany-gregoire.JPG\" alt=\"Yany Gr\u00e9goire\" \/><\/picture><\/div>\n<p><span class=\"photo-caption\">Yany Gr\u00e9goire, professeur de marketing et titulaire de la Chaire en marketing des services et exp\u00e9rience-client \u00e0 HEC Montr\u00e9al Photo : Radio-Canada<\/span><\/p>\n<\/div>\n<blockquote>\n<p class=\"quote\">En marketing, la marque, c&rsquo;est l&rsquo;actif le plus important. Une marque forte am\u00e8ne la loyaut\u00e9. Les clients sont pr\u00eats \u00e0 payer plus cher. Clairement, toutes ces actions-l\u00e0 de Bell ont affaibli la marque, ce qui fait qu&rsquo;ils doivent vraiment comp\u00e9titionner sur le prix, et \u00e7a, ce n\u2019est jamais une tr\u00e8s bonne chose.<\/p>\n<footer>Yany Gr\u00e9goire, professeur de marketing<\/footer>\n<\/blockquote>\n<p>Si Bell tire son \u00e9pingle du jeu, ajoute-t-il, c\u2019est gr\u00e2ce \u00e0 l\u2019absence d\u2019une r\u00e9elle concurrence dans le march\u00e9 canadien, o\u00f9 les prix se ressemblent.<\/p>\n<h3><strong>Un recours efficace pour les clients insatisfaits<\/strong><\/h3>\n<p>\u00c0 l\u2019exception de sa mauvaise exp\u00e9rience avec le service \u00e0 la client\u00e8le, Marc Giard est satisfait de la technologie de Bell et s\u2019estime tr\u00e8s bien servi.<\/p>\n<p>Pour r\u00e9gler son probl\u00e8me, il aurait pu faire affaire avec la Commission des plaintes relatives aux services de t\u00e9l\u00e9com-t\u00e9l\u00e9vision (CPRST). Cet organisme ind\u00e9pendant est charg\u00e9 de r\u00e9soudre les probl\u00e8mes au sujet des services t\u00e9l\u00e9phoniques, sans fil, de t\u00e9l\u00e9vision et d\u2019Internet des clients des fournisseurs de services de t\u00e9l\u00e9communications. La majorit\u00e9 des plaintes, soit 90\u00a0%, sont r\u00e9solues en 30\u00a0jours et sans frais pour les consommateurs.<\/p>\n<div class=\"bunker-component center image-from-url-with-caption-v2\" data-component-name=\"ImageFromUrlWithCaptionV2\">\n<div class=\"container-image image-soft-crop-xl image-soft-crop-lg\"><picture class=\"picture bunker-component\" data-component-name=\"Picture\"><source srcset=\"https:\/\/images.radio-canada.ca\/q_auto,w_635\/v1\/ici-info\/16x9\/josee-thibault.JPG\" media=\"(min-width: 1599.01px)\" \/><source srcset=\"https:\/\/images.radio-canada.ca\/q_auto,w_635\/v1\/ici-info\/16x9\/josee-thibault.JPG\" media=\"(min-width: 1239.01px)\" \/><source srcset=\"https:\/\/images.radio-canada.ca\/q_auto,w_1250\/v1\/ici-info\/16x9\/josee-thibault.JPG\" media=\"(min-width: 1023.01px)\" \/><source srcset=\"https:\/\/images.radio-canada.ca\/q_auto,w_960\/v1\/ici-info\/16x9\/josee-thibault.JPG\" media=\"(min-width: 640.01px)\" \/><source srcset=\"https:\/\/images.radio-canada.ca\/q_auto,w_635\/v1\/ici-info\/16x9\/josee-thibault.JPG\" media=\"(min-width: 522.01px)\" \/><source srcset=\"https:\/\/images.radio-canada.ca\/q_auto,w_480\/v1\/ici-info\/16x9\/josee-thibault.JPG\" media=\"(min-width: 0px)\" \/><img decoding=\"async\" src=\"https:\/\/images.radio-canada.ca\/q_auto,w_635\/v1\/ici-info\/16x9\/josee-thibault.JPG\" alt=\"Jos\u00e9e Thibault\" \/><\/picture><\/div>\n<p><span class=\"photo-caption\">Jos\u00e9e Thibault, commissaire adjointe \u00e0 la CPRST Photo : Radio-Canada<\/span><\/p>\n<\/div>\n<blockquote>\n<p class=\"quote\">Si les consommateurs ne sont pas satisfaits, ce n&rsquo;est pas n\u00e9cessaire d&rsquo;appeler \u00e0 maintes reprises et de passer 50 heures au t\u00e9l\u00e9phone. On peut intervenir et il y a de bonnes chances que l&rsquo;on puisse les aider.<\/p>\n<footer>Jos\u00e9e Thibault, commissaire adjointe \u00e0 la CPRST<\/footer>\n<\/blockquote>\n<p>Le CRTC oblige les entreprises de t\u00e9l\u00e9communications \u00e0 financer la CPRST. Plus il y a de plaintes \u00e0 l\u2019encontre d\u2019une entreprise, plus sa cotisation est \u00e9lev\u00e9e. Bell se trouve donc \u00e0 payer le prix de ses mauvaises pratiques.<\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>Source:\u00a0Un texte de\u00a0Melissa Pelletier\u00a0et\u00a0Fran\u00e7ois Sanche, de\u00a0La facture Ann\u00e9e apr\u00e8s ann\u00e9e, Bell d\u00e9tient le record du plus grand nombre de plaintes quant \u00e0 la qualit\u00e9 du service \u00e0 la client\u00e8le. Pourquoi? Et quels sont les recours des consommateurs insatisfaits? Bell offre des promotions concurrentielles et sa technologie est attrayante, mais son service \u00e0 la client\u00e8le a<a class=\"excerpt-read-more\" href=\"https:\/\/www.ccts-cprst.ca\/fr\/les-problemes-persistants-de-facturation-de-bell\/\" title=\"LuLes probl\u00e8mes persistants de facturation de Bell\">En lire plus &raquo;<\/a><\/p>\n","protected":false},"author":15,"featured_media":3368,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_relevanssi_hide_post":"","_relevanssi_hide_content":"","_relevanssi_pin_for_all":"","_relevanssi_pin_keywords":"","_relevanssi_unpin_keywords":"","_relevanssi_related_keywords":"","_relevanssi_related_include_ids":"","_relevanssi_related_exclude_ids":"","_relevanssi_related_no_append":"","_relevanssi_related_not_related":"","_relevanssi_related_posts":"","_relevanssi_noindex_reason":"","footnotes":""},"categories":[3],"tags":[],"class_list":["post-3366","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-actualites"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.9 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Les probl\u00e8mes persistants de facturation de Bell - CPRST<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ccts-cprst.ca\/fr\/les-problemes-persistants-de-facturation-de-bell\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Les probl\u00e8mes persistants de facturation de Bell - CPRST\" \/>\n<meta property=\"og:description\" content=\"Source:\u00a0Un texte de\u00a0Melissa Pelletier\u00a0et\u00a0Fran\u00e7ois Sanche, de\u00a0La facture Ann\u00e9e apr\u00e8s ann\u00e9e, Bell d\u00e9tient le record du plus grand nombre de plaintes quant \u00e0 la qualit\u00e9 du service \u00e0 la client\u00e8le. Pourquoi? Et quels sont les recours des consommateurs insatisfaits? 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