Frustrated with Rogers Wirless

[chica69]

Before my rant, i would like to say that i have never had any technical problems with any of my rogers products. My cable internet and cell phone are all technically sound and in my opinion, supperior to any product offered by the competetion

BUT...
their customer service sucks ass-bigtime. The reps at 1 888 rogers or 611 are a bunch of idiots who do not listen to your concern and are uncaring, unsympathetic and untrained. I am kept on hold of 10 minutes at a time while they check on something.
The website suggests contacting the office of the president to resolve issues that a manager cannot, however, there is no way to get into contact with them, and the reps claim they have no phone number or email address to provide me. They suggest starting over and get frustrated all over again with the on-line customer service offer. So I did that and am back at square one

Suggestions: other than pulling my 5 accounts from Rogers??

 

[Schon]

Sorry to hear about the Technical Support problems you are facing with Rogers Products, we also have all communication products nearly 5~6 from Rogers and i do often phone them for Technical Support, you are very right some reps are good and some are not so good, its entirely your luck who you get on-line. However i would like to repeat my old grievence that Rogers whereas their Tariff goes is a big Rip-Off for its clients in Canada, if any server company from Europe comes into Canada,Rogers, Bell & Telus would bend down on their knees, and reverse their packages (Tariffs) to keep their customers with them, high time our Government should seriously think of bringing mor server companies who are more flexible and ready to offer good fair rates to the citizens of Canada, we cannot afford any more Rip-offs like these 3-gians multi-million companies who have squeezed everyone financially with their tariffs costliest in the world.

 

[blackrock13]

First step is ask for a supervisor, they are usually further up the food chain and can solve many problems. I've fortunate that way.

good luck

 

[needinit]

Before my rant, i would like to say that i have never had any technical problems with any of my rogers products. My cable internet and cell phone are all technically sound and in my opinion, supperior to any product offered by the competetion

BUT...
their customer service sucks ass-bigtime. The reps at 1 888 rogers or 611 are a bunch of idiots who do not listen to your concern and are uncaring, unsympathetic and untrained. I am kept on hold of 10 minutes at a time while they check on something.
The website suggests contacting the office of the president to resolve issues that a manager cannot, however, there is no way to get into contact with them, and the reps claim they have no phone number or email address to provide me. They suggest starting over and get frustrated all over again with the on-line customer service offer. So I did that and am back at square one

Suggestions: other than pulling my 5 accounts from Rogers??

If you don't have any technical problems with the products, why are you calling customer service? (Pricing or billing issues or similar?)

If products are any good you don't need to call their CS department at all...so something must be wrong!

 

[chica69]

If you don't have any technical problems with the products, why are you calling customer service? (Pricing or billing issues or similar?)

If products are any good you don't need to call their CS department at all...so something must be wrong!

reasons for calling started out with discrepancy on committment date end.
billing issues and upgrades issues,

 

[Chillroy]

I heard Rogers Wireless reports accounts to the credit bureau. And I'm not just talking about bad accounts since everyone (like Telus/Bell/Fido) does that but I understood that Rogers will report good account history as well. I think it's with TransUnion only and that they show up as open accounts (rated O1). I'm with Bell so I can't say with absolute certainty. Are there any Rogers customers that can confirm or confute this?

 

[dreamblade]

reasons for calling started out with discrepancy on committment date end.
billing issues and upgrades issues,

Well, there's your problem. If you're calling Tech Support for a billing issue, they won't be able to help you. You don't ask your mechanic about your car insurance discrepancies, do you?

Furthermore, if what you're dealing with is a broken commitment, the yes, it needs to go to the Office of the President, who is an ESCALATION team on policy issues at Rogers. This is why they don't have a direct line. They come into play if the customer service agent cannot resolve the issue.

 

[HG Hunter]

First step is ask for a supervisor, they are usually further up the food chain and can solve many problems. I've fortunate that way.

good luck

I've also done this in the past and have been pleased with the results.
As long as you remain calm, cool and collected, they will eventually figure out how to resolve your problem.
On one call which was escalated to a supervisor, I expressed my displeasure at how the call had been handled up until that point and I was given a significant discount for the pgrade package I had called about.

 

[drlove]

Suggestions: other than pulling my 5 accounts from Rogers??

Ask for compensation. I've done so almost every time someone at Roger's has screwed up, and I've been handsomely rewarded. You get the respect you demand.

 

[blackrock13]

I've also done this in the past and have been pleased with the results.
As long as you remain calm, cool and collected, they will eventually figure out how to resolve your problem.
On one call which was escalated to a supervisor, I expressed my displeasure at how the call had been handled up until that point and I was given a significant discount for the pgrade package I had called about.

I did just that exact thing, no real complaint, they called me to up-sell me on some new services, I hummed and hawed and started talking about price creep and SENTA sports channel and ended up getting 30% of my complete service for 12 months. I'll just circle that date in 12 months to find something to discuss.

Don't rant and scream, just talk. It's easier to keep customer than try to get them.

 

[daty]

15% bundle advantage

I am going to lose my 15% bundle discount if I don't commit to a 2 year contract as my last 2yr contract is up as of Sept ..............interesting that 2 years ago I was in hospital and in a coma when I entered the contract according to them .............anyone else heard of this BS ??????????

 

[blackrock13]

I am going to lose my 15% bundle discount if I don't commit to a 2 year contract as my last 2yr contract is up as of Sept ..............interesting that 2 years ago I was in hospital and in a coma when I entered the contract according to them .............anyone else heard of this BS ??????????

It could be true in that they did the old negative billing trick; we're going to do this unless you contact us and tell us not to. Since you were obviously unable to do that, the contract went through. Shitty but that happens a lot. I'd love to see the signature.

Remember the women whose husband signed a gas contract with the doorway bandits, two weeks after he died. Stay on your toes people.

 

[bigbad69]

You will have the most success with the customer service department if you follow some easy rules every time you call.

1. Log the call, doesnt matter if you have a notebook you write in,a folder on your computer, or scribble on the last bill you pulled out so that you could find the number to call in the first place....Log the call.

2. As soon as you get a live person on the phone request their name and ID number. If you have to call back it makes it much easier if you can say "I talked to Mr Useless Turd employee #472". I noticed a BIG change in their attitude once i started asking for their employee# upfront. Always remain calm, express your frustration, dissapointment or what ever but stay calm.

3. If you are unsatisfied ask for a supervisor, you will be told a supervisor will not offer/do any better.......stay calm and request again, they are programmed to keep you away from the supervisor, dont give up and again remain calm and polite. Request the supervisors name and ID once they come on the line. Always remain calm, express your frustration, dissapointment or what ever but stay calm.

4. Never accept the 1st offer when they offer compensation, no matter what the first person tells you their supervisor always has more leeway in what they are allowed to offer. Always remain calm, express your frustration, dissapointment or what ever but stay calm

Reguarding the "Contact us now as your bundle discount is ending", one phone call and that is resolved. They may ask but if you push the issue you DO NOT need to enter into a contract for 2 years, they will match your current discount and in most cases increase it but likely only for a year(just means you phone agian in a year,no biggie). I had the 15% discount complained that when i signed up for the bundle 5 years ago no mention of an end date was mentioned, that i purchased equipment based on what I thought was the agreed upon rate(new plasma, home theatre, comp etc.). I then quoted what Bell was offering(this goes easier if you actually call Bell as negotiations seem smoother with real numbers and not ones i pull out my ass).
They offered me a 20% discount for a year no contract.....I stayed on the line silent for a few moments until they spoke again(in negotiations first to speak immediately after an offer is presented loses, lol), told them it still didnt match up to where I needed by budget to be especially after talking to bell and low and behold they waived my HDPVR rental for a year in addition to the 20%.

 

[blackrock13]

Nicely done, and I thought I was someone special. I mean I am special, my present SO tells me that often but it's good that the same thing happens to others.

 

[chica69]

My ordeal is over. Having all the balls in my court lol, the threat of 5 Rogers accounts being cancelled (2 wireless, 2 internet, 1 cable) and pending home phone installation cancelled, the Office of the Vice President bent over backwards. I now have a free wireless device, no charge upgrade to my account, free home phone installation, waiving of early cancellation for second wireless number, 12 months of 30% off internet, and free cable for 6months and as they cannot waive the $6.95 system access fee for my cell, they are crediting me $10.00/month for the duration of my 3 year contract.

Just make sure you have all your facts correct, a log of who you spoke to and when, if the reps refuse to give you their employee number, get the call reference number. My issue was ongoing since late June and having been resolved in mid August, I still think I should have received further discounts, but I will not be greedy

 

[blackrock13]

YAAAAAAAA!!!!! Well done.

If i could find that smiley doing flips, I'd insert it (here).

 

[trickyott]

If you really have issues with a technology service provider (calbe/voice/wireless) you can simply lodge a complaint with the CRTC. I did this on Bell once and got a call the next day from a VP and they fixed my issues and gave me free home phone service for a year.

The CRTC takes all complaints seriously and so do the companies governed by them.