Buyer's remorse

[Rohit1]

I recently bought iphone 15 pro max from bell, i want to return that and get samsung instead

[WelshTerrier · Accepted solution]

If you’re not completely satisfied, you may exchange or return your device if you meet the following five conditions:

• You return the device within 15 days of your commitment start date.
• If purchased at a store, you return the device and original receipt to your purchase location. If purchased online, you return the device via mail.
• The device is in “like new” condition with all original packaging, manuals and accessories included.
• The usage meets the following requirements:
  • Monthly plan customers: You have not used the device excessively, in violation of our Responsible Use of Bell Services Policy.
  • Prepaid service customers: The device has not exceeded 30 minutes of voice usage or 50 MB of data usage.
• You did not get it on clearance. A no return/no refund policy applies to all clearance devices.

You are responsible for all service charges incurred prior to returning the device. SIM cards and headsets cannot be exchanged or refunded once opened or activated. You can return up to two devices per subscriber on your account during the same 15-day return period.

If you are a person with a disability, the same conditions apply, however, you may return your device within 30 days of your commitment start date.

Note: Bell has temporarily extended it's return window:

• 60 days for customers with accessibility needs
• 30 days for all other Mobility customers

Take care.

[Regina Felangie]

I received my new phone - iPhone 17 Air - on October 1.  On October 4, I had a change of heart.  Lovely phone, but the Pixel 8 Pro I already have is stellar, and costs me about a third of what the iPhone will cost - so I chose to return the iPhone Air.  I have tried talking with the Bell representatives both in the chat portal, as well as with employees at a local Bell Store, and on the phone with a call centre employee.  Eight times.  

I have been told "oh, you can just take it in to the Bell Store and return it there" - twice - only to discover that since I purchased this phone online, I cannot do that.  So, once I've made that clear to the people who tell me I can bring it into the store, they tell me to use the Device Return Portal - which is deeeeeply hidden within the Bell website - and when i go through the process (choose mobility or hardware, then determine whether I am "allowed" to return the device, then indicate if I purchased online or in a store, then there's three columns: the first one tells me that the next step is to pack up the device, then the second says to check for the nearest Canada Post OR Purolator location where I can drop the device off, and finally a third column which basically just tells me to triple check everything, and when i'm satisfied I've done everything, click "Submit".  

I click submit, and i get "thank you, don't forget to write down your tracking number for safe keeping"....except there's no tracking number, no email confirmation, just a line of text under the "submit:" button.  So - the form is broken, and it's not because of what browser I'm using, I've tried it on windows - chrome, firefox, edge (ugh), and on chrome, safari, and Firefox on my macbook.  Same result.

I've brought this up to three separate people on the bell support line, that maybe they should get someone to check the website, fix the looping issue, find out why it's doing that, and then find out why not even the support people can manually send me an email with a  Purolator QR code so i can take the device into my Purolator guy, he'll print off a label and i can finally return the device..  The last person I spoke with at Bell told me "i figured it out, I've got the Purolator QA code, I will send it to you now".  After several refreshes, nothing, so he sent it again, this time, I see it in my inbox.  I open up the email,

and there's a Canada Post QR code.

Why is Bell making it impossible for me to return my device?  It's been 2 weeks since I first attempted to return my device.  It's been reset, it's back in its box, inside another box - for 10 days - and I don't want it, and I don't want to be billed $150/month for this phone that I have no use for.  WHY is Bell Canada being so thick?  WHY is it so difficult to return this phone?

[WelshTerrier]

Good Day & Welcome

@Regina Felangie Bell's "buyer's remorse" period for mobility customers is typically 15 days, which allows you to return a device and cancel your service without a penalty fee, as long as you meet certain conditions. For customers with a disability, the period is extended to 30 days. Issues such as this cannot be extended or resolved on this website. We do not have access to your account & billing records.

If you’re not completely satisfied, you may exchange or return your device if you meet the following five conditions:

• You return the device within 15 days of your commitment start date.
• If purchased at a store, you return the device and original receipt to your purchase location. If purchased online, you return the device via mail.
• The device is in “like new” condition with all original packaging, manuals and accessories included.
• The usage meets the following requirements:
  • Monthly plan customers: You have not used the device excessively, in violation of our Responsible Use of Bell Services Policy.
  • Prepaid service customers: The device has not exceeded 30 minutes of voice usage or 50 MB of data usage.
• You did not get it on clearance. A no return/no refund policy applies to all clearance devices.

For further assistance, you are going to need to reach out to Bell Mobility Customer Service immediately to resolve this matter A.S.A.P.

Please contact Bell Mobility Customer Service at: 1 800 667-0123 or *611 from any Bell mobile device. You can request to speak to a manager. Bell's "buyer's remorse" period for mobility customers is typically 15 days!

Take care.

[Regina Felangie]

Thank you for your response. Did you read my post? I have reached out to Bell customer service on eight separate occasions, I have filled out the device return self-help form as many times, I have googled my situation several times, and I have searched the Bell website a dozen times for assistance with this issue.

While I appreciate the effort - and I certainly don’t wish to appear ungrateful - your response is basically a cut and paste from the website - which I know due to the extensive research I’ve done prior to writing my original question. That was created out of frustration with the fact that I have not received one constructive piece of information since I started my attempt to return my device. I have, as I mentioned previously, spoken with bell reps 8 times, not including chatbot and in-store conversations. I have been on the phone with Bell support for hours (literally - two of those calls alone each lasted over an hour) - and I have heard everything in your reply multiple times - googling “device return / buyer’s remorse” gives me the same results as what I read in your response.

I guess I was hoping that I would receive some kind of helpful response, and not an automated script which told me everything I already knew and had heard several times.

Why is returning a device so difficult?

[WelshTerrier]

Thank you for your feedback & gracious reply.

Yes, I did read your post. Issues such as this cannot be resolved on this website.

This is a peer-to-peer website. It is one member trying to help another member out. Your suggestion that this is simply a cut and paste from the website is partially correct. I was merely stating the facts and offering up my opinion of what can be done within the scope of this community

Your post did not indicate or suggest that you were cognizant of the personal terms of service & the timeline for returning your device.

I was merely trying to help you by bring this to your attention. I have included this document for your quick reference. Bell Terms of Service - Mobility

In my previous reply, I suggested that you elevate your concern and to speak to a Bell Customer Service Manager.

Take care.

[Regina Felangie]

While I do appreciate your kind response to my response to your response, I guess the point of all this was that I was hoping I could somehow find someone who could actually help me resolve this issue once and for all, but the links you provide, which would typically be very helpful, are not exactly what I'm looking for.

My irritation is not with you WelshTerrier, but with Bell Canada's inability to provide a simple solution to what should be a simple "problem".  I just want to return the phone i ordered online, and nobody, not the chat bot, not the endless parade of phone support people I've spoken with seem to have any idea how to resolve this .  The fact that Bell Canada has zero alternatives to send back phones (but the other hardware return options are seemingly alive and well) other than by Canada Post - which as we know, has been on strike for a while - blows my mind a little.  To add insult to injury, the alternative, Purolator, which is mentioned in the Device Return Portal, seems to have disappeared.

It is *very* frustrating, I'm sure you'll agree.

I will carry on, and hopefully get some kind of resolution before my grace period expires.  Thank you again, WelshTerrier, for your assistance, I did - and do - appreciate the time you took to reach out.  Have a great weekend!

[WelshTerrier]

Good Day @Regina Felangie 

Thank you once for your feedback & timely reply. This is a community forum. We do not have access to your account and billing records. I wish there was something more I could do for you, but there just is not anything else beyond what I am suggesting in this reply. I can only offer the following:

1. Please call Bell Customer Service once again at 1 866 310-BELL (2355)  or dial  *611 from any Bell mobile device & request to speak to an online Bell Manager.
2. If you are not fully satisfied with the response you receive & that doesn't work out for you, you can escalate your concern to Bell's Management Team: How to resolve your concern

Yes, life is kind of like that at times.

Let us know if we can be of further assistance.

Take care

[BellPatricia]

Hey there @Regina Felangie 

Thank you for reaching out to the Bell community 🙂

When returning your mobile phone you would just need to use the provided return label that was included with your shipment, and take the package to any Purolator drop off center. You can also print off the Canada Post shipping label instead, if you prefer.

Just follow the steps outlined here: How to return your Bell equipment

After we have received your device we will then process the return and send you a confirmation email.

Let the community know if you have any more questions.

@BellPatricia 

[Regina Felangie]

Hi @BellPatricia 
someone mentioned this return label previously, but there wasn't one - i would have noticed  ( i never throw anything out).  There was a receipt, and a "hey! welcome!" slip.  no return instructions or labels.  The return link you provided did absolutely nothing.  It's almost like Bell wants me to be tied into another $150/month 24 month contract against my will.

[BellPatricia]

Hey @Regina Felangie 

Can you clarify what you mean by 'The return link you provided did absolutely nothing.' ? What step are you on when you encounter an issue? 

You can also go directly to the Canada Post website to request the label. Check out Get a return label

Let us know how everything goes 🙂

@BellPatricia 

[Regina Felangie]

hi @BellPatricia  - as I am sure you know, Canada Post is on strike, so i cannot use them to return the device.

all i would like is to get a reprint of the PUROLATOR return label that was not originally in the box that I received the phone in so can send the phone back.

Canada Post labels are useless, i can't take directly to a Bell Store, and I can't just drop it off at a Purolator location because they require a QR code that will give them a return , so i just need a way to reprint the original Purolator return slip that I've been told should have been included with my phone when i received it.  If there was a Canada post label in there, that wasn't there either.

thanks