Rogers customer service

[Questor]

We all have our stories of poor customer service, especially where Rogers is concerned. But I remember reading on line somewhere, quite likely here, a transcript of a series of phone conversations or emails between Rogers and an irate customer. The customer was so totally pissed off, with good reason, that it was hilarious to read. I just did a search on Rogers here but didn't see a thread that looked like it. Anyone happen to recall what I am describing and know where to find it?

Thanks,

-Q-

 

[RayFinkel]

IT MIGHT BE THIS THREAD

But I`m not sure.

 

[Questor]

Nope, not it. That's just someone pissed because he can't watch a baseball game. This was an exchange between a Rogers customer and the Rogers customer service people. And it wasn't someone just blowing off steam and being a baby. It was the Rogers people being incredibly incompetent and the growing frustration of the customer trying to deal with it. It wasn't a terbite venting. It was copied and pasted wherever I saw it. And it was at least a couple of years ago. Thanks anyway though rayfinkel.

 

[tboy]

Well, did you do a search online for it?

I can relate however. I have a deal where I get a free HDPVR for 2 years but every couple of months the charge for it magically appears on my bill. Just this week I had to deal with it once again.

I wrote an email through their website indicating I wanted the charge removed. They responded with an email stating they need a DOB before they can process any changes. I replied to the email but it got kicked back as undeliverable.

I wrote another email through the website saying I wanted the charge removed, including my DOB, and received an email stating that there wasn't a charge for a HDPVR on my bill, tried responding to the email but it got kicked back.

Called rogers billing dept and told them the story and the problem was it was an HDPVR on my bill, it was a digital terminal...wtf? So I said, fix it. The billing dept couldn't so they said they'd pass me onto the cable CSR.

I spoke to the Cable CSR and they said they were the PHONE CSR person and would pass me onto the Cable CSR people. I said whoa, this is ridiculous.....can't you help me? She said, wait, I might be able to . She tries and can't, but then says wait, I think I know another way. Yup, she was able to do it. I told he that it keeps cropping up and she said "I will make a note to check you account for the next couple of month to insure it doesn't happen again...whoa, I finally found a CSR who knows that customer service is in their job title!!!

 

[MixedNuts]

I had a Roger's rep reply, "that just doesn't cut the mustard" after I wanted my complaint escalated.

He was a rude bastard.

I insisted that he had a supervisor call me back and he said that they do not return calls. And to his word, a supervisor did not.

I hate Rogers. There's no way in hell I'd give them more business other than my TV cable.

 

[eldoguy]

So go to Bell wait a 1/2 hr on the line to talk about your cell phone account! They are all the same! Hopefully english is the first language!

 

[Terminator2000]

I had a Roger's rep reply, "that just doesn't cut the mustard" after I wanted my complaint escalated.

He was a rude bastard.

I insisted that he had a supervisor call me back and he said that they do not return calls. And to his word, a supervisor did not.

I hate Rogers. There's no way in hell I'd give them more business other than my TV cable.

I like that last part you added in there - other than my TV cable.

That means that you're thanking them for their customer service.

They are profiting from you, in the end.

Last Laugh.

 

[The Crunge]

They can't pay their call centre staff enough for the abuse that is heaped upon them, and I have definitely heaped my fair share of abuse.

What I hate the most is the voice-activated responses that they have on their phone system to plow through their menu of options, instead of the old way of pushing the buttons on your phone to go through the menu.

For some reason, that system does not recognize the word FUCK

 

[stormchaseryvr]

Fuck Bell, or if you do work for Bell I guess I should say bhen chowd.

Telus at least keeps all of their customer reps in Canada.

 

[tboy]

They can't pay their call centre staff enough for the abuse that is heaped upon them, and I have definitely heaped my fair share of abuse.

What I hate the most is the voice-activated responses that they have on their phone system to plow through their menu of options, instead of the old way of pushing the buttons on your phone to go through the menu.

For some reason, that system does not recognize the word FUCK

The real problem is that their voice recognition isn't applied to the whole selection process. Halfway through you're saying CABLE CABLE CABLE and silicon sally is saying: for cable tv press 1 for internet press.......etc.

One thing I do have to say positively about rogers: if you threaten to discontinue service they are authorized to give you discounts to keep you. I recently called up to tell them I was going to cancel my phone because koodo and primus was cheaper by 15 bucks a month. First they offerred me HD (which I already have) then they offerred me an additional HD box, I only have 1 tv, then they offerred me unlimited long distance (I only have 5 minutes LD in the last 5 yrs) then they said ok, they reduced the phone price by $15.00 to match primus and applied an additional $20.00 credit to my account.

I have also heard of wireless customers getting $50.00 plans for $25.00 per month when they call in to cancel.