Rogers Customer Care...Yeah right!!!
So earlier this week I called Rogers Cable to talk to them about possibly downgrading my cell phone plan. I talked to someone (can't remember his name so I'll call him Mike) and he told me all about a lower plan I agreed and then was transferred to Client Relations to ask them about taking the 4 months I have left on a contract on a 2nd cell phone I have and adding it to the end of the term on the phone I do use. Erin from client relations gave me a lecture about responsibility and contracts. I explained from where I was looking at it they weren't losing anything they would still be paid their 4 months. Erin put on hold and came back to me moments later telling me the plan change that was ready to go into effect on my phone was a 2 year contract. I informed Erin that the fundamental problems with Rogers were getting wrong information or getting no information at all. I told him Mike had signed me up but had failed to mention that this was a 2 year agreement. Erin agreed to cancel the request Erin also agreed to cancel my 2nd cell phone effective Feb 15th 2005 and extend the term on the phone I use till October 15th 2005. I asked him to confirm for me in writing....Erin was shocked and outraged ! I was told by Erin that if he didn't know how to do his job and keep his promises that he wouldn't still be working for Rogers. I apologized to Erin for hurting his feelings however I did remind him if I was a little untrusting that was because Mike had signed me up for a 2 yr plan without telling me......I only ended up with 2 phones cause someone at the 1-800 number told me the 2nd phone was a 1 yr contract....and that it took the 6 hours worth of calls to get my voice mail to work. Does anyone have similar tales of "excellent" customer service compliments of Rogers??? Brenda I know you do!!! 
posted by susyt @ 9:00 PM
1 Comments:
At 10:26 AM,
Anonymous said…
Oh yeah, Su, I definitely do. When I signed up for Rogers cable, oh, a year ago, I signed up to have my statement notifications sent to my email account. That way I was cutting down on useless paper and could pay my bill online right away. Good plan, thought I. All went well, until the month of January. I never received my notification. It's now the end of the month and I realize, "I never paid my cable bill, oh no!". I go online and double-check my account, and there we go, I am late in paying. So I pay right away and then email Rogers customer service, letting them know. I explain the problem (that I didn't get my notification) and I wanted to confirm that this would not be held against me (bad credit or whatever). I send off my little email, and lo and behold I get a response. Monica D telling me that my email address must be wrong in my file and that was why I was not getting my notification. Well, I must admit, I haven't been sleeping very well lately, and I just quit a dirty little habit, so maybe I am a little irritable, but give me a break! If she had bothered to look in my file instead of just telling me it was my fault, she would have noticed that the same email address that I was writing from was the email address in my file. Hmmm. Or maybe she would have realized that I have been using these notifications for almost a year now without problem. Yeah, no, she didn't bother looking. So, long story short, it escalates to the point where I request to speak with a supervisor (which I have yet to be able to do) because I complain about this lack of service. I am told that Monica D was just following policy and did what any of their customer care ("customer care" my butt, more like "customer? don't care") agent would do. Yeah, so I guess it's Rogers policy to blame the customer and not bother to look in the file to see what the actual problem is. I have since received an email telling me that I am correct. My email address as entered is right (duh, it only took them a week of emailing back and forth to figure this out) and that my problem has now been sent to a technical support agent. Great. Wish me luck on my adventure! Oh yeah, I still have not received my answer on whether or not this will affect my credit, which was of course the reason I wrote them in the first place! :)
Bren
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