: Problems with Rogers Billing : PVR Discount Keeps "Disappearing"
2007-01-08, 12:45 PM
Is anyone else having major problems with their HD-PVR rebate each month?
I am on the ditch the dish program where I get refunded the amount of the HD-PVR each month in a separate credit on my bill. I'm supposedly locked into Rogers service till August 07... the two year deal.
The first year I had Rogers - No problem, I got my credits.
Since August, it disappears each month. Each month I called customer service.. they acknowledge I should be receiving the credit, credit me the amount and promise it won't happen again.
The next month.. Same problem all over again. And Then I'm back on the phone to customer service. VERY FRUSTRATING.
Is ANYONE else having this kind of problem or is it just me?
As a side note I'm having the exact same problem of a monthly rebate 'disappearing' from my Rogers wireless portion of my bill as well. They're always good about crediting it -- once I explain everything but good god.. I've got eight more months left on this program.. should I just start putting a day-planner item to call them every month?
2007-01-08, 10:01 PM
I got in on the same program, and until now (knock wood) the discount has been off each month. I would suggest asking to speak with a supervisor next month (when you've checked your day planner for your montly call), and push for them to not only fix it, but also to "compensate" you for the trouble you've gone through so far.... At a minimum, I would hope that the supervisor will permanently fix the problem, and at best you might even get some "bonus" discount.
My 2 cents anyway...
2007-01-09, 01:19 PM
yeah.. I've gotten several of those 'bonus discounts' this year and I'm cool with that. But good gosh.. I think my next call is going to be -- Just apply the credit for the remaining 7 months all at once. If I don't stay subscribed for the remaining 7 months.. I'll have to pay it all back to you anyway.
2007-01-16, 09:54 AM
So Rogers finally got back to me about this. According to the rep, I haven't been getting the HD-PVR discount because I was 'never eligible' for it. I was only supposed to get a PVR .. not an HD-PVR. All fine and dandy, but they don't offer non-HD PVR's here in the maritimes.. so I can only guess this person was in Ontario.
And of course that explanation fails to explain how I got the credit correctly for 14 months.
I would complain more, but the rep indicated that since I've been getting the discount now for almost 18 months, they will continue to honor it for the six remaining months on my term. (How generous of them)
Ridiculous. I do wish they would either :
a) make the same products & services available in both Ontario and NB markets
b) correctly train the CSRs to handle inquiries from EITHER market
c) route all calls from NB to the NB call center so that the correct information is given to customers by the CSR.
Frustrating. But hopefully resolved.
2007-01-17, 05:41 AM
Is there any way that we new brunswickers can have any of your ideas put into action? Danster, why is it that we always have our phone calls routed to Ontario (in the land of all things rogers)? Why can't we just get a NB call center rather than up north? Clearly the reps in Ontario don't even know that NB Exisits and that we use Moto products.
2007-01-17, 06:45 AM
The only way to get the call to be in Moncton is to call early in the morning. It usually works but sometimes not.
I got another PVR for my theater in the basement last friday and that was a nightmare. I have 3 boxes now: 2 6208 and a DCT2500. When I temporarily hooked it up , lo and behold, all I got was the basic cable, no HD channels except those who are free right now. First call, they reset the machince, it goes off line with an error 609 then starts downloading for 35 minutes!!!
I then have almost everything except no timeshifting HD channels. Not even the DiscoveryHD. The second call, they reset not only this new machine but the other 2 as well. My wife was in the middle of a movie she had been watching. She runs downstairs asking me what is going on to which I reply this bozo is resetting all the machines even though this is the one that has a booboo.
5 minutes before ROME starts, I get TMNHD but no other HD channels. I either watch it on the 11 foot screen or 56 inch...I decide the 11 foot will do just fine for now. The third call (next morning) which was 3 in under 12 hours, this CSR tells me that the new 6208 hadn't been added to my list of channels that I am supposed to get. He resets, yet again, this machine. I can't stay to watch it come back so I tell him it better be good or I'll bust a gasket very soon....when I get home from work that day. It was monday afternoon that I finally had everything back in order.
As to the channels we are missing, right now, ROGERS is upgrading the province so we are all 2 way communicating to the head server. No 860 Mhz until then...nor the dual tuner. They are still negotiating about the software issues.....
sorry, I can't help anymore than this for today. Very frustrating indeed.
One last thing, I complained about the fact that I have to get 2 tuners to make it a pseudo dual tuner. I shouldn't be paying twice as much in order to record one channel and watch another one. Well, I was offered to buy the PVR for 599 to which I would then get a credit of 100 to go towards my account. I might just do that... :o
2007-01-17, 12:51 PM
The crazy part is THERE IS A CALL CENTER for Rogers in Moncton. And frequently our calls go to Ontario while they handle calls from....
(wait for it... wait for it.. ).
Rocket scientists these guys are not. I swear to freakin' god.
AND to top it all off- the email said the credits would be applied to my account for the month of December & January -- but still -- no credits applied.
I think my head just exploded.
2007-01-17, 04:16 PM
so to fix some of problems, call centers to start with, the csr's in nb would know that we have moto equipment and ontario has sa boxes. So it would make sence that our calls go to Moncton and Ontario go to Ontario. So why is this process so hard to set up? It would save a lot of trouble for us and the reps would know more about what is going on here than the ontario reps right? I feel your pain lajohn... I think we all do.:o
2007-01-17, 09:38 PM
The worst part is I managed a call center in the states.. setting up calling queues, managing wait times.. and occasionally acting as the dreaded "Supervisor"..
ONly thing was of course.. I hated it.
2007-01-30, 09:01 AM
Your call is routed to the most appropriate call center by queue wait times.
The following call centers handle Rogers calls (i think this is the complete list):
Ottawa, ON (First Party)
Ottawa, ON (Third Party - SITEL)
St. John's, NL (First Party, Only handles Newfoundland RBO Cable Customers during the daytime, closed in the night)
St. John's, NL (Third Party - ICT)
Montreal, PQ (Third Party - Client Logic)
Halifax, NS (Third Party - ICT)
Miramichi, NB (Third Party - ICT)
Peterborough, ON (Third Party - ICT)
Calgary, AB (Wireless Only)
Montreal, PQ (First Party Wireless Only)
Now, thinking from the cable side of things, they route your call to whoever has the lowest queue (wait) time. You could be routed to any of the call centers in the list.
The reason that the agents are more aware of Ontario cable information is 90% of their cable calls are Ontario calls, the other 10% are NB/NL calls.
2007-02-07, 07:34 PM
My bill came this month .. and glory of glory.. the cell phone portion received the back credits and is accurate for this month.
The cable portion received the back credits and is accurate for this month.
I may pass out from excitement. :)
2007-02-08, 11:52 AM
Incredible, I thought I was the only person to have problems like this from Rogers
At least everything was all sorted out
2007-02-08, 01:43 PM
I hate to 'that guy' ... but I got pretty cranky in my last call.. and I *think* they got it so it won't 'fall off' now..
2007-02-08, 02:11 PM
Yea they had the pleasent idea of doing that to me too whenever I cancelled something with them