My Rogers Home phone story rant
Since I see a Rogers Rep in this post maybe he can offer some comments, I would advise anyone thinking of switching to Rogers Home Phone to avoid it like the plague, here is my experiance.
I have been with Rogers (cable , Cell(x2) internet, and web hosting) for over 10 years. I had a home phone account with Primus. Basic home phone unlimited LD in North America. I had been contacted by Rogers several times last summer to switch to their home phone service. I explained to several customer service reps that I was paying $29.99 / month with Primus, if they would match that I would switch, every time they said honestly that they could not, fine no problem. I'll stick with Primus, Why would I pay more for the same service.
I get a call a few month's before I am moving (Sept 07), I again explain to the rep my position. He asks me to hold, After going back and forth several times he finally comes back and says they can give me the service including LD for $32/Month, but I would receive additional discounts due to the other bundled services I have with Rogers which would bring it in line with my current pricing.
I sign up for when I move into my new Apt (Nov 1st).
Receive my first bill in Dec. Home Phone service = $49. WTF!!!
I call Rogers, There reply, no record of any pricing, it says I was given that price by the rep, and of course they have no records of who that was. So I am getting screwed.
I continue to call Rogers to try and rectify this to no avail, So I try to switch back to Primus, Guess what? I cant, Rogers FUBARS the phone line so Primus cannot take it back over. I can only switch to Bell. In complete Anger I call Rogers , They state that they don't do anything to the lines and Primus can take it over. I ask to have that sent to me in writing, I am promised it will be emailed to me by the end of the week. Of course no email ever comes.
I call back and ask for a supervisor, I am put through to a Darryl who cannot supply his last name or extension, I again ask for the email, I am assured I will have by the end of the week, again no email ever comes.
I call back, No Darryl exists or if he does no customer service has a clue how they would find him, It turns out that when you call Rogers you can connect to one of many call centers scattered across Canada. There customer service has absolutely no accountability to customers, or to Rogers for that fact, Reps can lie and lie and lie and you as a customer get screwed. You'll never find the person you talked to again, And Rogers apparently keeps no records of calls, or allows their CS reps access to put whatever they want into their reports anonymously.
I canceled all of my Rogers services, I am moving my phone back to Bell and will eventually switch over to Primus.
Does Rogers think that playing the pass the buck and shuffle game by providing anonymous customer service that allows their customers no follows ups of any kind to be a good way to treat customers?
I work in Tech Support, We have a creed we go by, Old and cheesy but speaks the truth.
Own the problem
Own the Customer
Lose the problem
Lose the Customer
It's just that simple...