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Videotron Technicians Caught on Hidden Camera

Canada’s Videotron is launching a new advertising campaign focusing on one of its main differentiators: superior customer service. The unwitting stars of the commercials are surreptitiously filmed Videotron technicians. The humorous campaign underscores Videotron’s excellent service and its employees’ determination to provide the best possible customer experience. It will run in English and French versions.

Twenty-one technicians were unknowingly put to the test by fake customers, with comical results. The scenes highlight the things that set Videotron apart: same-day installation, evening installation, installation of all services in one visit, service demos by the technician, and 30-day money-back guarantee.

What the commercials show, first and foremost, is the extent to which Videotron employees are genuinely dedicated to pleasing the customer. “Our conscientious technicians are ambassadors for Videotron and its values,” said Manon Brouillette, President, Consumer Market. “We are very proud of them. They have achieved an impressive 96% customer satisfaction rate¹ and this campaign is a tip of the hat to their great work.”

The Technician Trap

With moving season approaching, Videotron has set up the Technician Trap website (technicienspieges.com) to make life easier for customers. Visitors to the site will be able to view the new commercials, as well as long versions, “making of” videos and cutting-floor footage, which will be posted on the site in the course of the campaign. They will also find practical advice and an array of useful tools, such as online address change and Videotron Smart Find, the easy way to search for information about merchants in their new neighbourhood.

In all, Videotron will air more than three television commercials in French and two in English. The campaign follows up on last year’s prank calls commercials, featuring customer service advisors, technical support advisors and comedians Sugar Sammy and André-Philippe Gagnon, which won the 2012 Grand Prix Créa for its originality.

Videotron (www.videotron.com), a wholly owned subsidiary of Quebecor Media Inc., is an integrated communications company engaged in cable television, interactive multimedia development, and Internet access, cable telephone and mobile telephone services. Videotron is a leader in new technologies with its interactive Digital TV service and its broadband network, which supports high-speed cable Internet access, analog and digital cable television, and other services. As of December 31, 2011, Videotron was serving 1,861,500 cable television customers, including 1,400,800 subscribers to its digital service. Videotron is also the Québec leader in high-speed Internet access, with 1,332,500 subscribers to its cable service as of December 31, 2011. As of the same date, Videotron had 290,600 subscriber connections to its mobile telephone service and was providing cable telephone service to 1,205,300 Québec households and organizations. For the seventh consecutive year, Videotron was named Québec’s most respected telecommunications company by Les Affaires magazine, based on a Léger Marketing survey.