The bloom is off the rose, folks.
I, a formerly avid Starbucks lover, am never going to patronize that store ever again.
I HATE STARBUCKS AND I WILL NEVER RETURN WHILE THEIR WIFI PROVIDER IS BELL HOTSPOT
Why?
All because of their association with one of the rudest companies I’ve ever had the displeasure of coming across.
For the past 3 weeks, I’ve been going into Starbucks periodically to buy drinks, enjoy the atmosphere and read a little bit on my iPad.
I had NEVER had a problem before with their Wifi service, provided by Bell Hotspot, and even though they originally made you jump through hoops with Starbucks Card registrations and so on, it always connected me and it always worked.
(Note: I am on an iPad, iPod Touch or Laptop like a Macbook Air, and those products ALWAYS connected to Starbucks Wifi before)
Not any more.
Today, for the 15th time I’ve been into a Starbucks location (various ones all over Toronto), I was given the error message of something along the lines of:
“ERROR
Sorry, we couldn’t process your request at this time.
Please close the browser window and try again.
You can also call 1-866-768-8005 for customer service.”
I was trying for HALF AN HOUR.
I finally decided to call Bell Hotspot to see if there was anything that could be done, because it was starting to get on my nerves that I’ve never been able to connect to any Starbucks wifi since I returned.
Here’s how it went:
Bell Customer Service: Hi how can I help you?
Me: I’ve been trying for the past half an hour to connect to your Wifi at Starbucks and it keeps giving me this Error message.
Bell: Oh, well has it happened to other customers?
Me: *thinking WTF?*… Umm I don’t know, and frankly I don’t care. I have been trying for the past half an hour, and it keeps giving me an error message. I haven’t POLLED the customers in the store, so I am going to assume they all have the same problem.
Bell: Well if you knew if other people were experiencing the problem then we could do something.
Me: ………. [This is “customer SERVICE”?]
Bell: Could you go talk to the Starbucks manager and ask them if anyone else has been reporting the same problem? You have to talk to the Starbucks manager and then ask them, and then have them tell me.
Me: Look, I told you that I’m the one without connectivity here, and this is not the first time this has happened. I’ve NEVER been able to connect to a Starbucks wifi lately, and it’s the first time I’m calling in. You probably don’t get a lot of calls for this because people give up, but I thought I’d call and give it a try.
Bell: OH NO. Trust me, we ALWAYS get calls of customers complaining [And this is a good thing?] but we haven’t received any calls in the past 3 weeks. It has to be your device.
Me: Probably because no one has called in. I’ve been having problems for 3 weeks but this is the first time, and frankly, it isn’t my device. I’ve been using this same device before January when it connected perfectly fine to your network, and it’s only been in the past 3 weeks since that it hasn’t worked
[They probably cut down the bandwidth to be super cheap at Starbucks locations to make more money, or because they’re just trying to be CHEAP]
Bell: You need to go talk to the Starbucks manager and ask them if anyone has had problems.
Me: Why? I shouldn’t have to do that, it’s really your service you’re providing to them, not their service that I’m complaining about… [it’s not even my job, it is YOURS, BELL.]… I’m the client of Starbucks, and their clients are your clients indirectly, so you should be helping me.
Bell: But I don’t know who you are!!!! I need you to go talk to a Starbucks manager and ask them! YOU should go ask the Starbucks manager!
Me: But really, what does it matter? [YOU ARE THE CONTACT NUMBER FOR CUSTOMER SERVICE!!!!!] I’m a client at Starbucks who cannot log in, and hasn’t been able to for the past 3 weeks to your wifi at different Starbucks locations all over Toronto.
Bell: You know what? Forget it. *hangs up*
1. ANY CLIENT OF YOUR CLIENT, BECOMES YOUR RESPONSIBILITY
Especially if your number is the contact number for problems with your service.
If they put YOUR customer service number on there to call rather than writing: “ERROR: Go see a Starbucks manager to resolve.“, then it means it is YOUR responsibility, Bell, to take care of the customers. Period.
YOUR. RESPONSIBILITY.
There is no ifs, ands or buts about it. Your service sucks, the end client of your major client is complaining, and you better damn well do something.
2. BLAMING A CUSTOMER IS A LOSE-LOSE SITUATION
She didn’t even ASK ME what I was using to try and connect to their Wifi Network, she just said: Oh it must be the product you are using to connect.
Telling me that my iPad, iPod Touch AND Macbook Air are all the source of your lack of proper hosting for your client, is not a good thing to do.
And really? Apple products are ubiquitous in Starbucks cafes, and if they are having problems like I am, they may be too polite or lazy (as I was in 3 weeks) to call and complain each and every time.
3. SAYING YOU HAVEN’T RECEIVED X NUMBER OF COMPLAINTS IN A WEEK IS BULLS**T
I told her it happened every single time I went to any Starbucks location in the past 3 weeks, and having her parrot back to me: Oh but I haven’t received ANY complaints in the past 3 weeks from customers, is not a good way to serve customers.
For the record, the last one I was at was not even close to being near a busy area, with 3 customers on laptops, if that.
And to have her say that in EXACTLY 3 weeks it’s been all rosy at Bell, just because I said I had been trying to use it for EXACTLY 3 weeks and getting annoyed, is utter crap.
If I said: In the past 2 months, she probably would have denied receiving any complaints in the past 2 months.
4. HANGING UP ON A CUSTOMER EVEN IF YOU ARE ANNOYED
It is not my job as a client of Starbucks, to do YOUR job by talking to the manager.
I am calling on a phone, on MY time, on MY dime, and you should say: I will take care of it.
None of this “oh it’s your device“.. “oh I haven’t received ANY complaints in 3 weeks“…”oh, it’s you that should make sure that everyone is also not getting wifi too, or talk to the Starbucks manager“.
Does that sound like it should be my job to do that, as a paying end client of Starbucks?
No honey, YOU should ask the location of where I am at (she didn’t even do THAT), and then you should take it upon yourself to say: Let me call the store directly and talk to the manager and work this out. I apologize for the inconvenience.
YOU. NOT ME.
5. UNPROFESSIONAL: NOT APOLOGIZING AND BEING DEFENSIVE
In summary of the above, she didn’t ONCE apologize for the service being down.
She was defensive for everything.
…without even once asking me where I was located, how many times I experienced the problem in total, and taking it seriously.
She shined me on, HUNG UP ON ME and I’m angry and annoyed enough to not only blog about it, but to not go back to Starbucks until they get their #$*$(! act together
6. STARBUCKS IS NOT BLAMELESS
So why boycott Starbucks in general?
Frankly, if Starbucks is the kind of company that can hire such UTTER CRAP to be your Wifi Service Provider for your cafes, and you don’t even know how horrible they are to your clients who are paying for what is essentially overpriced (albeit delicious) drinks, then you don’t deserve a penny of my money.
In that pricey drink I was taking (usually lattes), I thought accessible wifi was part of the deal and I was willing to relax with a cup and browse the ‘net.
I was willing to pay, and I have been paying for years, as well as being quite a rabid fan. Not any more.
You also probably trusted that Bell would be nice to your clients right?
Well the woman I got, was not, and this is how angry I am.
If you want to make sure that Bell doesn’t f*#$ up your relationship with your clients, then SWITCH SERVICE PROVIDERS and vote with your money.
I vote with my money, and my money stays where it is — with me, and not with Starbucks.
Bell, you just don’t understand business and it shows in your so-called ‘customer service’ reps.
You don’t even know the meaning of customer service.
You’re only growing profits and revenues by screwing over your clients and trying to lower the quality of service, but charging the same amount.
It’s like this company can only make money or turn a profit if they screw clients, but they don’t even realize that their crappy customer service to their clients’ end clients is what is the problem.
I hope you die a slow and painful death, and I’ll do my best to help it along, seeing as we already refused your crappy service for TV, Internet and Telephone at least 3 times in the past week.
Just a girl trying to find a balance between being a Shopaholic and a Saver.
I cleared $60,000 in 18 months earning $65,000 gross/year.
Now I am self-employed, and you can read more about 
Wow. You sound utterly insane. I wandered on here through another post by you and I am sorry I did.
When you buy a stock like Starbucks Mcdonald’s or Apple computer or Wallgreens you are buying very good well run company. But because of the popularity of these stocks they are not great value investments. The vast majority of your gains when you buy these stocks comes from dividends not captial gains. In other words when you are investing in a very popular mature company most if not all of your gains comes from your dividends. To get lots of potential capital appreciation from your stocks you must look for companies that are out of favor and not as widely followed as these high profile blue chips.
The moment their error message said, “you can also call 1-866-768-8005 for customer service” it became Bell’s problem to fix, not Starbucks’. You only did what the error message said to do. Could the Starbucks manager have helped you…maybe. But the manager could have just as easily said that it is not their wifi, it’s Bell’s, so you’ll need to speak to them.
I do find it funny that so many comments are suggesting that you did something wrong in this situation. You followed instructions and called customer service. You told her you couldn’t connect. It was then her responsibility to figure out why you couldn’t connect. Bell can see if that location’s wifi is working. If it is, then it would be your device that is acting up. At that point, she could have walked you through the basic ways to make sure you are set up to use wireless (and those ways are standard on most, if not all, devices).
The fault was entirely Bell’s. The only other thing for you to do is to make a complaint to Starbucks about Bell’s service. They won’t want to use any service that’s consisently driving away customers.
I would agree that you should have spoken to the manager first. Look at it this way, the service is in their name, therefore it should be them contacting their service provider. If you were letting a friend use your cell phone, and they started having issues, would you be suprised or upset that your service provider asked to speak to YOU the account holder instead of, as far as they are concerened, a random person they cannot authenticate?
The customer service rep was rude to hang up on you and if that call was listened by her supervisors she would be reprimanded for it. Honestly though, you were not listening or cooperating and even basic troubleshooting requires access to the actual routers etc. and im assuming that anybody just coming in for coffee does not have access to this.
At best she could have determined if your device has issues, and that is only if she received training for your device specifically and you CLEARLY were not having any of that.
Have some common sense!
Here in the US-the wifi in Starbucks works well (AT&T) but I would totally boycott if your incident happened to me. No matter if you should speak to the manager or other customer-hanging up on you is that worst thing to do. I think some companies have rules that CS reps can’t hang up before you do as a few times I’ve heard silence and waiting while they listened for me to hang up.
I had the same problem. Fixed it today.
Settings –> Safari –>Accept Cookies –> From Visited.
I had this set to Never.
Works now on my iPhone 4. OS 5.01
OMG ive been having similar problems too – I usually work from Starbucks for a couple of hours every day. I spend anywhere from $3-$10 for the two hours, so I don’t feel too bad about using their free wi-fi. Except like you, I cant’ connect AT ALL. And the few times I have, the connection lasts for 10-15 minutes, and then I lose it again! When I told the girl at the counter, she checked the router and it was working fine. So I’m inclined to think you’re right – it’s Bell’s issue, and that they’re probably choking the internet 😐
It sounds like the lady from Bell was trying to help you. I imagine she handles these types of calls every day and is aware of the most common problems. Asking you to talk to the manager probably would help her narrow down the problem so she could do something about it. Sometimes my home router/modem will occasionally need to be reset. The only way I know, is if I can’t connect to the internet. Letting the manager know you cannot connect would alert him to the problem so he could check the modem/router. Maybe the manager needs to provide you with a store number so Bell knows exactly where you are. Whatever the reason, It sounds like she really needed you to speak to the Starbucks manager. Since you were unwilling to even accept her suggestion/help, what could she really do to help you? Why would she stay on the phone and argue with you?
Wow, that was pretty rude on their part. Starbucks might be the one to blame less or not at all in this in my opinion.
Honestly? I can see why you’re very angry but I think your anger is clouding your judgment somewhat. The CS rep had a point in saying you should have talked to a manager and determined if anyone else was having issues. There are a lot of reasons the internet may not have been working for you other than an overall issue with Bell- and yes, knowing whether other customers are having issues IS necessary information for them to figure out what the problem is. Because, like it or not, if you’re the only one having issues then it is most likely something wrong with your devices. Perhaps they changed the code necessary to connect to WiFi, perhaps something else with how your devices are set up to connect is now outdated. These things happen ALL THE TIME and they are relatively simple fixes, but not something that a Bell rep can do. So while the CS rep was clearly rude, she was also doing what she really needed to do to diagnose the issue, and you could have saved both of you a lot of grief if you’d just taken a few simple steps to ensure that it wasn’t your device before making assumptions.
This is different from calling an internet service provider at home for a connectivity problem. You’re on a public network, they can’t necessarily track individuals connecting on a public network the same way. They have to take it on a store-by-store basis, which is why they wanted to speak to the manager and determine if anyone else was having issues.
Also, I’m sure this isn’t what you want to hear- but while that CS rep was totally rude to you, it sounds like you were equally rude to her. And while your rudeness might have stemmed from frustration with the internet not working for you, her rudeness most likely stemmed from frustration with your apparent lack of cooperation. It’s also not really the fault of Bell or Starbucks that you didn’t bother to address the issue for 3 weeks until you were really frustrated. Customer service reps aren’t there for you to vent and yell at- they’re there to help you figure out the issue and fix it. If you aren’t going to cooperate and give them any of the information they need, then of course they aren’t going to be able to help you.
At any rate, after this incident happened a more constructive response would be to talk to the manager at Starbucks and/or a corporate number for Bell to make them aware of what happened so that they could determine where the problem lies. Posting an angry rant on the internet and promising to boycott both companies to eternity comes off as a bit immature and irrational. And this is coming from someone who generally refuses to go to Starbucks on principle because I think small companies are better. I’m normally fairly impressed with your posts but I just don’t see much of a legitimate complaint here.
Well said!
As a former Starbucks store manager, I think it would have been a good idea to speak with the store manager for the following reasons:
1. Sometimes our routers in the back of the store would freeze up and we would have to restart them.
2.They were unaware of the problem, yet had they known I’m sure they would help you/if unable probably give you a free beverage of your choice on your next visit.
3. Making them aware of the way Bell is treating their customers would be beneficial so it can be dealt with, if they are unaware how can they fix the problem or change service providers?
I understand that you were probably very angry at that point to say the least, but now that you’ve probably calmed down a bit I would definitely call up the store manager of that Starbucks and discuss what transpired that day.
I agree with SWR, even if you were right to call without talking to Starbucks manager, I would definitively have reported the incident (wifi not working + bad incident with Bell) to Starbucks staff. If they get a lot of complaint, they might try to work with Bell to avoid that (or switch provider).
Last october, I went to NY by bus and free wifi wasn’t working, a bunch of people reported it to the driver and he told us he may be able to fix it (I suspect he only had to reboot something) and as a matter of fact, wifi was working after that. He also told us to report him if it wasn’t working again. So yes, sometimes talking with people who are there may help … but that should be clearly stated in the message error. Now, I understand that barista are (generally speaking) not computer/network techs and it won’t work all the time but if they have a few basic instructions (reboot router or any part, maybe a dedicated helpdesk contact at Bell), it could solve some situations.
Now, it’s a true fact that Bell “customer services” are really really bad. I had the worst experiences with them before I switched provider a few years ago. And I heard several horror stories of people wo had trouble with them, I think one of the major problem is that they’re hiring people with a very poor technical background to answer first line of technical support. They prefer to hire people with sales skills. A few years ago, when I moved to Canada, I was very naive towards them and,as I needed to find a job I thought “well I could apply on a tech support job at Bell” (as I have experience in that area). I got a call from them for an interview and it’s the only time in my entire life that I left an interview before it was over and clearly said them that I didn’t want the job. First part was a “technical” exam (seriously ? technical ? … I swear one of the questions was “Name 3 web browsers”) … when she saw my copy, the lady said “wow, you have impressive technical skills” (while I would have been ashamed not to have a perfect score at that test). Then we had to simulate a call …. she told me that was very good but now we will try again and you have to suggest the caller additional services. I start to become suspicious because the selling part became more and more present in the interview so I asked her if I was really applying for a technical job or for a sale job (I was very courteous and asked her if I misunderstood the job offer) … she told me “yes, it’s a technical position but we expect also selling skills. You may be required to sell services.” … than I asked her “So, if I understand you clearly, you prefer to hire someone who will sell stuff than someone who will solve the actual problem of the customer ? ” …. And she said yes !! That’s when I left the interview.
If I were in your shoes, I probably would have spoken to the manager on duty about what had happened before I left the store. There is no reason that you should have discussed with a barista before calling, but I do think that they would appreciate hearing what had transpired between you and the rep, because it really was unprofessional and reflects poorly upon their store.
I agree that Bell really dropped the ball here. That was not good customer service, at all. She was unhelpful, and sounds like she was really rude, too. And I don’t blame you for never wanting to use their service again!
But I would also consider telling the Starbucks manager- not expecting them to do anything about it (since Bell is the one providing the service), but just so they know. I’m betting that the manager of that store doesn’t actually have any say (although I’m assuming this, I’m not sure. Is Bell the provider for all of the Starbucks in Canada? I’m not sure if the provider is the same throughout the US, either), but it’s possible that if enough managers are getting complaints, corporate will eventually change their provider. If corporate doesn’t know that there’s a problem, they aren’t going to fix it, and let’s face it…what are the chances that they are testing out the wifi in various stores? Maybe the managers are supposed to be monitoring it anyway, I guess, but who knows.
I also think it’s too bad we don’t have better options for internet service in North America. Every provider I’ve ever encountered has had all sorts of problems, both with actual service provided, and with customer service.
I think your call ended very wrong, but it started out just fine. Being in the computer industry you are taught to start with small issues and work from there. All the lady was doing was trying to see if it was your device or something bigger. I think you are freaking out over nothing. You should have asked to talk to a Starbucks manager, just to see.
Now the end of the call was uncalled for she should not have hung up on you ever. I was taught never ever hang up on a customer… unless they are being disgusting. Maybe you should call Bell back and talk to a Bell manager, might help the situation or make you feel better, because Bell is not the provider for all Starbucks.
Argh! I hate Bell so much (I wrote a post about it a few months ago actually)! It’s absolutely impossible to get someone on the phone, they charge so many hidden fees and the cellular network is nothing compared to Rogers/Fido. And, like you, I get ads all the time addressed to “occupant” with a “special offer” for three months of cheap service when you sign a year long contract. O.o’
What will you do for internet now? Second Cup?
Dear FB, I don’t think you are overreacting. I would flip some tables with you if you want. As someone who worked in the service industry for too long, I have zero tolerance for bad service. It’s not difficult to provide great service. xo, Clare.
So, did you ask the Starbucks? Maybe they did have the answer.
I’ve had the Wi-Fi not work (not only in my local library, but also in my local small-business coffee shop, and a not-so-local Starbucks “cafe” attached to a Barnes and Noble) and as a student who doesn’t have internet at her home, it was so frustrating that it was damn near infuriating!! I had to meet a deadline and no matter where I drove, I couldn’t get online.
(And I’m with you–it was absolutely NOT my device! Neither my netbook nor my iPhone would link up, and we all know that an iPhone will link up to ANY available network with lightning speed!)
I didn’t bother to talk to the people at the Starbucks cafe either, but believe me I was pissed I had bought a latte and wasted my money when I couldn’t even get any work done. This all happened after CT got hit with a massive snowstorm in October, so I assumed maybe the wi-fi was still down–but it went on for months. I no longer assume I’m going to get reliable wi-fi anywhere.
Ok, I see the comments are saying you went overboard – and maybe that’s true, you could have talked to the Starbucks manager and all that.
But focusing on the customer service aspect (which is what I believe your post is trying to do), I completely agree with you. She was really rude! It didn’t sound like she tried to help you at all – and then to hang up like that? It just sounds really rude.
If a company doesn’t provide a promised service and especially when you get a bunch of bs when you call in to complain, BOYCOTT the company altogether. Hit ’em in the bank account! Sometimes it’s the only way to get your point across.
Oh my god… seriously calm down. It probably WAS your device have you ever seriously considered that? Go home and use your own wifi and don’t let out your stress on customer service people…
I have to agree with some of the commenters. You’re going a bit overboard. It’s free wi-fi. It’s your choice to use it or not. Sometimes it’s going to work, sometimes it doesn’t. There were times when it didn’t work for me, so I didn’t use it. I didn’t call Bell customer service to complain about it, I just didn’t use it. If you want wi-fi wherever you go, pay for those little wifi sticks.
Hi FB. You’re really freaking out! I didn’t see it in your article: DID you ever talk to the Starbucks manager? Cause I think attacking Starbucks in addition to Bell, w/o talking to the manager, doesn’t make sense. And you’ve always been pretty logical and calm. Sounds like you’re JUST A TAD BIT STRESSED OUT. 😀 (and No, I’m not a Starbucks fan here in the States – we call them “Fourbucks” just to needle my coffee-drinking neighbor holding the iconic paper cup.)
While I’m not a fan of Starbucks myself, I think your boycotting them without even alerting them to the situation is a little rash. If you didn’t tell them personally of the poor service you received, it’s very likely no one else has and Starbucks has no idea of what service their customers are receiving. They are kind of blameless here.
Also, as someone who has worked in customer service, I know that one bad rep doesn’t necessarily mean the service is bad throughout the whole company. I no nothing of Bell’s service, living in the states, but if that is your first negative interaction with them you might want to reconsider your stance.
Although I happily support people who don’t support Starbucks (I don’t think their coffee is particularly good, and I’d rather support local/small businesses), I think you’re being a bit rash in this situation. This was one customer service rep, and while I can’t justify the treatment, she is one person in that company which I imagine is huge. What they do about her and when/if you talk to a manager to me is more indicative of the character and caliber of the company.
I’m thinking about the chain stores (or not chain sometimes eve) I’ve been to and rarely, there is someone who is rude there and provides poor customer service. However, it’s a rare occurrence. What seals the deal is how management (the people in power) react to the complaint. If they blow it off or make excuses, I make a note never to return and let them know why. If they’re empathetic and understanding, I give them another chance. Of course, if bad customer service is characteristic, I stop going to those places unless it’s 100% necessary.
If you choose to still boycott both, I would write a letter and/or make a phone call to both companies, explaining why you don’t support either one anymore and will not use their services. While people vote with their money, they should also follow up with a brief note or letter why because it could be a million reasons why you don’t go there.
Conversely, if I receive exceptionally good service, I also like to send a note.
I have always hated Bell Canada and done whatever I could not to use their (non)services. Starbucks is way overpriced and I only went there when I worked in the Hyatt office tower and it was pouring rain!!
I suggest you go over to their Facebook page and put a link to this blog, be interesting to see if Bell does anything about it.
http://www.facebook.com/BellCanada
Wow I’d go crazy!
Unreal!! I don’t blame you. I think Second Cup has Rogers wifi…
This drove me crazy, I wanted to punch that woman through the telephone! Customer service is definitely not her forte- hanging up is practically the cardinal sin of customer service. The least she could have done was all of the things you mentioned (I would expect them at the very least) and if she couldn’t handle the call, to put someone else on the phone.
I don’t think it’s out of order to ask for the bare minimum service and she couldn’t even handle that. I guess Bell’s recruitment process asks for the basic idiocy, and Starbucks face the consequence of partnering with a company who could care less.
I’ve hung up on customers before. One lady was so incredibly rude to me as I was trying to help her (and yes I was courteous and did everything I could) that once the issue was actually resolved, she… decided it was time to yell at me some more. I hung up. Sorry, but I don’t get paid enough to be your emotional punching bag.
I also want to make the point that sometimes if your employer does not treat you very well, you have far less patience and motivation to help others with their issues because you are harboring so much resentment. It isn’t right, but it happens.
Definitely agree here that the woman did not do enough, or even anything at all. I would be appalled too. I still went out of my way for people even if I hated my employer, but that’s just my nature. If I had been any meaner, I may have done what this woman did and not gave a shit. But I honestly think the quality of customer service depends wholly on the employer–aside from basic fair compensation and treatment, they have to do two things: hire the right people for the job, and make sure they do their job well. Clearly, none of that was happening in your case. I hope they pay attention.