Anyone here had success addressing a complaint with Rogers? It seems they've implemented a pretty bulletproof system that just keeps you on hold or going in circles endlessly until you give up and go away.
Rogers complaints
- Thread starter jimidean2011
- Start date
Yes, but be prepared for being "on hold" for an hour or so. I just keep my phone beside me with the speaker on so I can hear the "on hold" music, and do other stuff until their rep comes on the line.
For technical support when they do finally come on the line they have been able to address and fix my issues.
For technical support when they do finally come on the line they have been able to address and fix my issues.
I've made 9 calls in the last 2 months with each one being at least an hour and today was 2 and a half hours. Every time the agent sings me the same story after an hour of waiting, only for the same issue to remain. They've hung up on me, promised I would get a call back from a supervisor and in some cases flat out lied to me. So today I filed a complaint and was told I would hear back from someone in 3-5 business days. Would love to hear from anyone who's had success with this because its has gotten quite frustrating.
I had the same issues. I cancelled and got Bell. Bell customer service is even worse. But the service itself is reliable that you dont reach out to them that often.
Haha so funny. I thought the same thing. Bell was a nightmare as well, switched to rogers and at first rogers seemed ok. Now, not so much.
In defining who's worse, Bell or Rogers, it's the one you're subscribing to at the time.
I hate Rogers. Having said that, I called them yesterday with a couple of issues, both dealing with my e-mail.
Initially, I could not get through to a live person. They gave me options which did not include live help at least 4 or 5 times. I chose none of their options each time and they repeated those options each time. Finally it said that they'd transfer me. I had to wait another 15 or 20 minutes until a very polite and helpful young man walked me through a laborious process which took over an hour. He was very patient. Whatever he gets paid per hour, I made sure that Rogers paid that and more.
If you want a system that is impossible to penetrate, try calling Shoppers main line. I had a complaint dealing with their PC rewards program, and the store I went to, refused to honour their special price offer even when I showed them the offer on my phone. I had to call the Optimum office who could not help me because they are a separate company.
I ended up going to store and reported the junior manager who was on a power trip to the owner. She was a very nice lady and she did not seem happy.
"Don't get mad. Get even."
Called them today. Have been having trouble getting CNBC for about a week or so. As usual, time spent verifying who I am and the sales pitch slow down the service.
At least I got through on the phone(surprised I did not have to wait forever). Know what you mean about waiting from calling them in the past.
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Their automatic spam filter is horrible. If you send too much ( not define how much is too much) message to different phone numbers within short time, you can get messages, but not able to answer because the system just blocked your outgoing messages without any warning and show the message was delivered but its not. After if you lucky they turn on your messages within few days. Until then your business is dead. I asked them: How can i send too much messages when i have unlimited plan ? We don't kmow it's a computer decision not us. They say: Send less messages and it is not happen again. So they force me to limit my messages. Unbelievable.
Why on earth are you using Rogers to host your email? Just use gmail or outlook or apple, they all offer free email and cloud storage. If you are worried about privacy then Rogers will be no better.
Been using them since day one and I'm comfortable with it. I have Rogers cable which no longer supports outlook and is free for me. I had to switch to Yahoo when they stopped supporting outlook. I have no Apple products and I don't care about cloud. I also have a couple of gmail accounts but rarely use them.
I'm just a basic user.
I only need a few channels such as TVO and PBS. The rest I can get online. Thinking about an antenna but I am in a building facing east and east of the CN Tower. I could however get some south exposure by sticking an antenna out a bit from the balcony. Anyone have good experience with an antenna in a building?
Had Rogers, hated them, switched to Bell, hate them. My experience with Bell 2 years ago, had an issue regarding availability for a channel. Phoned them, talked to a rep who tried to help me, put me on hold. While waiting, I heard the sound of chickens cackling and crowing, thinking he had his TV on. He came to the phone, apologized and said he couldn't help me out. I then asked him about the chickens I heard. He said, oh, they are in my backyard. I asked where his location was. He said, I am in the Philippines.Probably earning $5. per hour.
When I was on hold the other day the message said that 100% of the phone service reps were in Canada.
Had one of them call me trying to get me to switch to them from Cogeco. Cogeco tv service at least is bad but when I've had to call, it's been quick and easy to deal with them.
Anyhow, guy wakes me up [granted I sleep late, but I have no pre existing business with Rogers so don't bother me in my fortress of solitude, yes I'm Superman. I tell him I'm not interested because I just switched to Cogeco from Bell for a nice discount and got an even lower rate when Bell came sniffing around again, and I would have to deal with a cancellation fee for a while longer.
HOWEVER, none of that is his fucking business.
No I'm not interested
why
Because I'm not.
Ended up hanging up on him
I hate when maternal fornicators bother my peace and quiet and when I say no start asking why as if I need to justify my decision to some random genitalia often with a crappy phone connection. Yeah I know, they want that information to use against me but fuck it, no. I heard the offer, I don't want it, end of story now go get cancer and congestive heart failure* and fuck off.
* yes I do know what it's like to die of this, seen it, that is why I am very specific in what I wish.
Anyhow, guy wakes me up [granted I sleep late, but I have no pre existing business with Rogers so don't bother me in my fortress of solitude, yes I'm Superman. I tell him I'm not interested because I just switched to Cogeco from Bell for a nice discount and got an even lower rate when Bell came sniffing around again, and I would have to deal with a cancellation fee for a while longer.
HOWEVER, none of that is his fucking business.
No I'm not interested
why
Because I'm not.
Ended up hanging up on him
I hate when maternal fornicators bother my peace and quiet and when I say no start asking why as if I need to justify my decision to some random genitalia often with a crappy phone connection. Yeah I know, they want that information to use against me but fuck it, no. I heard the offer, I don't want it, end of story now go get cancer and congestive heart failure* and fuck off.
* yes I do know what it's like to die of this, seen it, that is why I am very specific in what I wish.
So I had to be upgraded to some specialist because tier 1 and 2 tech support couldn’t help me. This is when their ignite service first came out and was still buggy for viewing on their Rogers ignite streaming website. I got it so I can watch TV at my trailer as well which is what they boasted about.
It took 3 months to get the situation fixed. They gave me a credit for those 3 months. Total bill so that includes my cell phone as well. Then they gave me 40% off the ignite service for a year as compensation for the fuck up.
The amount of calls it took to get to that high of a support level was a bit tough. I had to go through a couple at the tier 1 and 2 levels. Mainly tier 2 because I guess they figured they should be able to fix it.
Also it was not a setting for Roger’s. Well it was and wasn’t. I had to make a change on my network settings on my personal device but that is because Rogers overall system was not yet set up to accept all network settings. It was weird.
Get names of the reps you talk to you. Be polite and realize that these people are only finding out about your problem for the first time even though it is your 10th call. Make sure each rep puts notes im your file and ask them to read back what they are putting. Just say you want to make sure nothing was left out. Ask to be elevated to the next level of support and keep going up and until you get what you need.
It took 3 months to get the situation fixed. They gave me a credit for those 3 months. Total bill so that includes my cell phone as well. Then they gave me 40% off the ignite service for a year as compensation for the fuck up.
The amount of calls it took to get to that high of a support level was a bit tough. I had to go through a couple at the tier 1 and 2 levels. Mainly tier 2 because I guess they figured they should be able to fix it.
Also it was not a setting for Roger’s. Well it was and wasn’t. I had to make a change on my network settings on my personal device but that is because Rogers overall system was not yet set up to accept all network settings. It was weird.
Get names of the reps you talk to you. Be polite and realize that these people are only finding out about your problem for the first time even though it is your 10th call. Make sure each rep puts notes im your file and ask them to read back what they are putting. Just say you want to make sure nothing was left out. Ask to be elevated to the next level of support and keep going up and until you get what you need.
For every soul sucking hour spent dealing with the Canadian oligopolies
(Bell, Rogers, Air Canada, banks etc), I believe it takes 2 hours off your life expectancy.
The IVR systems are designed to bounce you around, menu options never include a live person.
If you do finally get a live person, they almost never have the authority to help with your problems.
If that live person’s first language is not English, immediately hang up. They will not understand or want to help you.
Your best bet to maintain your mental health is to post your issue on their Facebook website or to email customer support.
I have occasionally had to email the office of corporate senior management, with amazingly good results.
With banks and insurance companies even the threat of taking your issue to the ombudsman is enough to prompt an effective resolution.
Stay away from the phone! Its all about maintaining your mental health.
(Bell, Rogers, Air Canada, banks etc), I believe it takes 2 hours off your life expectancy.
The IVR systems are designed to bounce you around, menu options never include a live person.
If you do finally get a live person, they almost never have the authority to help with your problems.
If that live person’s first language is not English, immediately hang up. They will not understand or want to help you.
Your best bet to maintain your mental health is to post your issue on their Facebook website or to email customer support.
I have occasionally had to email the office of corporate senior management, with amazingly good results.
With banks and insurance companies even the threat of taking your issue to the ombudsman is enough to prompt an effective resolution.
Stay away from the phone! Its all about maintaining your mental health.
CIBC student loans. I qualified for interest relief. I call for the forms. They never sent them, I had to call back again, oh yeah, well you can't get interest relief until you pay the outstanding interest. Bitch, I wouldn't have any outstanding interest if you actually sent me the forms. Only by going up to the next level would they actually be sent.
After a few times.
I call
I need to speak to your supervisor
I am sure I can help you
No, you literally can't, supervisor
OK
Complete fucking waste. I never got the forms sent to me unless O spoke to someone higher up. They would do the clicky clack on the computer [I assume] and nothing would happen. After the second time...
ANd of course not even a hint of compensation or anything for their mistake. THankfully I was able to nab the funds to pay the bill or I'd be fucked, unable to pay the interest, unable to get interest relief because of their error.
After a few times.
I call
I need to speak to your supervisor
I am sure I can help you
No, you literally can't, supervisor
OK
Complete fucking waste. I never got the forms sent to me unless O spoke to someone higher up. They would do the clicky clack on the computer [I assume] and nothing would happen. After the second time...
ANd of course not even a hint of compensation or anything for their mistake. THankfully I was able to nab the funds to pay the bill or I'd be fucked, unable to pay the interest, unable to get interest relief because of their error.
