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Recording your calls
May 3, 2021
10:09 am
Kidd
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Many members in this forum have talked about recording telephone conversations with customer service reps, because the carrot often waved in your face, isn't what you end up getting. This is not just a banking phenomena, it's become the Canadian way of doing business.

Banks and telecoms do NOT fear retribution, they sit around the water cooler, laughing at our complaints about their shoddy service.

The Link below deals with Bell and a promised offer. i have personally taken Bell to small claims court, i sued for $2,000 and received a $200 credit. I was appalled to say the least.

https://www.cbc.ca/news/business/bell-customer-deal-recording-data-1.6004451

May 3, 2021
11:26 am
Dean
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.
Thanks for the 'Heads-Up', Kidd ❗

It looks like Bell is the Worst, by far . . .


.

And it goes without saying . . .

    Dean

sf-cool " Live Long And Prosper " sf-cool

May 3, 2021
2:36 pm
savemoresaveoften
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Thats why I always use live chat which has a "paper" trial.

Speaking of that, I just had a 1hr live chat with Fido. Contact them mid April and they agreed to renew my internet discount for another year. recd bill this mrng and of course the discount is missing and they charge me full price.
Then the rep gave me the BS my plan has expired and can only give me discount off the new plan rate (which is $10 more).
Told them read the transcript on my last chat, if she cant fix it, transfer me to a supervisor.
After 1hr, waiting, typing, her getting supervisor overwrite and BS, back to what was agreed on the Apr chat.

These telco really took advantage of someone who is NOT persistent and just hope one gives up their fight. I am sure tons of cases fall thru the crack like that.

May 3, 2021
3:42 pm
Loonie
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The phone companies may even be worse than the banks.

I have come to the conclusion that Bell will, if you stay on the line long enough, probably promise you whatever is necessary to retain your business, but it takes at least an hour, usually longer, and you have to go through 3 people to get it. Funny too how often a TELEPHONE company will have a problem with dropped calls... so you have to call back.
But, whatever they promise you, they are almost certain to renege on it.
Before I started recording calls etc., I had them tell me that they only keep their own recordings for X days or months, so they can't verify their promises. How convenient! Of course we don't know if even this is true unless we subpoena their records, but it's a dead end as far as getting results.

May 3, 2021
6:39 pm
Dean
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.
BEWARE ❗❗

      Dean sf-wink

sf-cool " Live Long And Prosper " sf-cool

May 4, 2021
6:42 am
pooreva
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Kidd said
Many members in this forum have talked about recording telephone conversations with customer service reps, 

How is this related to the law? It used to be against the law to record conversation without notifying the other party you are doing this.
Do you have to let them know you are recording as They always notify you they might record for training purposes and whatever?

May 4, 2021
7:32 am
Norman1
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It's not illegal as long as one has the consent of one of the parties of the call.

Canada Criminal Code 183.1 and 184(2)(a):

intercept includes listen to, record or acquire a communication or acquire the substance, meaning or purport thereof; 

Consent to interception

183.1 Where a private communication is originated by more than one person or is intended by the originator thereof to be received by more than one person, a consent to the interception thereof by any one of those persons is sufficient consent for the purposes of any provision of this Part.

Interception

184 (1) Every person who, by means of any electro-magnetic, acoustic, mechanical or other device, knowingly intercepts a private communication is guilty of

(a) an indictable offence and liable to imprisonment for a term of not more than five years; or

(b) an offence punishable on summary conviction.

Saving provision

(2) Subsection (1) does not apply to

(a) a person who has the consent to intercept, express or implied, of the originator of the private communication or of the person intended by the originator thereof to receive it;

There are further requirements for some businesses and professionals. For example, in some provinces, lawyers are required to obtain consent before recording conversations with clients.

May 4, 2021
11:45 am
pooreva
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Norman1 said
It's not illegal as long as one has the consent of one of the parties of the call.

Thank you.

Meaning, if I am 'one' party and I consent with myself 🙂 I do not have to notify other party I am recording? Kind of silly????

May 4, 2021
11:46 am
Bud
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Im in the process using a rep recorded call to try n fix a wrong

May 4, 2021
10:08 pm
mmlt
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It is legal to record your phone conversations. It is illegal to record other people's phone conversations. Remember Jodie Wilson Raybould recording her conversations with the PM and others during the SNC mess?

I record all my calls.

Regarding Bell. I had a major run in with them many years ago. They are no better than common thieves.

May 4, 2021
10:38 pm
Norman1
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Norman1 said
It's not illegal as long as one has the consent of one of the parties of the call.

pooreva said

Thank you.

Meaning, if I am 'one' party and I consent with myself 🙂 I do not have to notify other party I am recording? Kind of silly????

That's correct. If you're one of the parties to the call, you don't have to notify others on the call if you are not in a business or profession that has additional requirements.

That only applies to making the recording. Recording the call doesn't make the call public. It doesn't give one unrestricted use of the recording. There could be liability if the recording is not secured and copies of it end up leaked.

May 5, 2021
12:49 am
Rick
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When the CSR informs me they are recording the call, I always say "Me Too!"
If I am using a recording to hold them to their word, I don't expect it will get anywhere near a court. Haven't had the need to record much lately since my dealings with Tang are minimal now. Wouldn't go publishing recorded conversations on the internet though.

Bud said
Im in the process using a rep recorded call to try n fix a wrong

Good luck. The recordings are for their use, not yours. Didn't turn out well when I asked Tang to check a recording of prior conversations. Another reason I don't call them to beg for a rate anymore. They didn't offer a new promo after mine ended in Feb and I'm good with that.

May 5, 2021
10:38 am
pooreva
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Thank you very much guys for clarification!
Now, how do you record your calls? I have wireless Panasonic phone. The only way would be to have it on speakerphone and use some kind of recording device placed close by (using recording app on cell phone, dictaphone (handheld digital recording device), etc.).

May 5, 2021
11:55 am
MG
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Rick said
When the CSR informs me they are recording the call, I always say "Me Too!"
  

How exactly do you record a phonecall? I have no clue, even with a cellphone. Thanks.

May 5, 2021
12:25 pm
pooreva
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MG said

How exactly do you record a phonecall? I have no clue, even with a cellphone. Thanks.  

With the cell phone is easy. You can get (Android) app to do that. As soon as you call or receive a call, app starts recording both incoming and outgoing sound.
But not everybody likes to use cell phone if they have land line...

May 5, 2021
12:37 pm
MiMMV
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pooreva said

With the cell phone is easy. You can get (Android) app to do that. As soon as you call or receive a call, app starts recording both incoming and outgoing sound.
But not everybody likes to use cell phone if they have land line...  

Further to this:
- your Android phone does have settings that you can configure so that the phone will record INCOMING calls
- but for outgoing calls, you will definitely have to go to Google Play and download a 3rd party app: most of these are free which means in-app advertising, others are pay-to-play only
- to get a sense of what's out there, google best-call-recording-apps-android-phones-2021

May 5, 2021
9:03 pm
MG
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Thank you for the information @pooreva and @MiMMV!

May 5, 2021
11:35 pm
Rick
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MG said

How exactly do you record a phonecall? I have no clue, even with a cellphone. Thanks.  

I use a free app called Cube ACR on my Android phone.

pooreva said
But not everybody likes to use cell phone if they have land line...

Land line...how quaint. Thought they went the way of the payphone. Ditched mine years ago. Don't understand the mindset that you need to have a wire hooked to your house to make / receive calls. Reminds me of the days when the phone company owned the phone and rented it to you. Do they still charge the premium for touchtone? Certainly don't need to pay another Telus bill for a line into the house when my mobile is sitting right beside me.

May 6, 2021
5:36 am
Alexandre
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Rick said

pooreva said
But not everybody likes to use cell phone if they have land line...

Land line...how quaint. Thought they went the way of the payphone.

"Land line" these days often means VoIP over existent Internet connection you are already paying for.
You can get such VoIP service as cheap as $4.95/mo with unlimited Canada-wide calls. For some, having that at home may be more convenient and cheaper than smartphone.

PS. I have both. 🙂

May 6, 2021
6:23 am
savemoresaveoften
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Rick said

I use a free app called Cube ACR on my Android phone.

pooreva said
But not everybody likes to use cell phone if they have land line...

Land line...how quaint. Thought they went the way of the payphone. Ditched mine years ago. Don't understand the mindset that you need to have a wire hooked to your house to make / receive calls. Reminds me of the days when the phone company owned the phone and rented it to you. Do they still charge the premium for touchtone? Certainly don't need to pay another Telus bill for a line into the house when my mobile is sitting right beside me.  

I moved mine over to VOIP 2 years ago (on a pay per use model, avg is about $3-5 a month including 911 location services.)
This way I can keep my cheap $9.99 alarm monitoring (without paying extra for wireless alarm monitoint, PLUS the other day I sent out 2 faxes (what can you do when receipient only accepts fax...) !!! Believe it or not, if u fax more than 3 pages, there is NO free services/app via phone or PC. The 4-1 fax, printer, copier, phone comes to the rescue !

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