As a retired Bell manager of the Service Measurements District (no more in service), I am appalled by the service re. telephone repair service which I witnessed from Apr. 3rd to Apr 17th 2021. For your info. The S.M.D. was a study done by Interviewers who would call Bell customers re. the service they had recently received from different Bell services, with results then forwarded to every Bell service dept. The goal was to work on improving the service that Bell was offering to the customer. I have witnessed the lack of knowledge from the Technicians which I received over the phone re. the answering service on my telephone. I will list the situations I witnessed (which are unacceptable); Apr 3rd, 11;10 A:M: spoke to "Patrick" He had me change my Pin # and then told me that the problem was resolved and hung up. I then tried calling from my cell phone and left a message and it still was not functioning. The message given was "You have no messages" even though I had left one. Apr. 3rd, 11;30 A:M: spoke to Elly who told me the situation had been repaired, but it takes 24 to 48 hours to be effective. I waited but still was not functioning. Apr 6th, 10:48 A:M: Spoke with Mark. He put in a message and I was able to receive it . I then tried again, with my cell phone to leave a message and the message "You have no messages" came on. P.S. the pin number given by Patrick did not work. He had already hung up! 14/4, 10:37 A:M: Spoke with Brad and I asked to speak to his supervisor and he hung up. 14/4, 11;05 A:M:, Spoke to Sid. Again I asked to speak to his supervisor and he said he was working from home and that it could takes days for the supervisor to call me and assured me he could help me. He tried to help and had me change my pin number ( again). I did what he said and the service was still not working. He assured me he'd work through his lunch and he would call back. 16/4, Still no call from Sid. 16/4, 3:48 P:M:, Spoke to Jaime who worked on the problem and said she'll C/B after speaking to her 2nd level.She rebooted the system which cut off all our services; Phone. TVs, computers. and never C/B. 4:50 P:M: Mark (2nd level) Tried to reboot again. Didn't function and said he would call support in Ottawa. He then c/b at 5:57: P:M: to say he couldn't get through to Ottawa after I waited on the line for 1 hour. 6;02 P:M:, received a call from test centre advising me to call test centre [protected] and I ended up speaking to Ronnie in the Philippines (like all the other reps. I dealt with) and was disconnected. 6:34 P:M: Mark called back and told me to disconnect the extension phones and he tried to C/B but the phones weren't ringing. He called on my cell to say that a technician would come to the house the following morning. Bottom line. No Phone, No computer, No TV. No service and tons of frustration. 17/4, 9:45 A:M: Technician arrived and worked for app. 1 1/2 hours. Reconnected the T.V., Computers and phone and finally got the answering service to function. Because of my experience with customer satisfaction, I feel that the online technicians need more specific training as well as the in- person technicians. I also feel that service done out of the country is believed to be cost saving, but it took 9 employees to (not) be able to solve the problem, when it took one in- house technician to satisfy my needs. Costs need to be re-evaluated, because I find myself always trying to defend Bell when people complain. Now I finally realise the complaints that I constantly hear about Bell are true! Sad but true! I hope this letter is the beginning of a in depth study to improve the service that customers deserve, as the monthly fees are hefty for the service we all deserve . Thank you. Claire Lefebvre [protected]