Wireless Service Review: Rogers Wireless

[hugh]

The purpose of this thread is for Digital Home members to review and relay their experience with Rogers Wireless service.

This is NOT a discussion thread so please limit yourself to one post which includes your review.

We welcome the input and opinions of all members whether they are good or bad, however, please note that this thread is NOT for rants. Whether you had a good or bad experience with this vendor we want to hear about it but in an OBJECTIVE manner.

If you post a rant or childish comments like, these guys "suck" or they're all a "bunch of idiots", then your comments will be considered trolling and your post will be deleted.

When you post, please try to include the following information:

• What product or service you purchased.
• Approximate timeframe you ordered the product
• What location you dealt with if it’s a company with many stores or service locations
• Your overall level of satisfaction
• If you had a positive experience, please explain what made it such a positive experience.
• If you had a negative experience, please read our guidelines below.

Guidelines for Posting Negative Reviews

The truth is no retailer or service provider is perfect and occasionally even the best companies can disappoint. Our experience is that good companies have problems but they typically make every reasonable effort to resolve problems.

If you had a problem and are posting a negative review, then please note what efforts you made to resolve the problem and the feedback you received. If you think the efforts to resolve the problem were NOT reasonable then please explain why. Saying you phoned up and talked to some idiot, suggests the problem may lie with the consumer and NOT the company!

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Posts containing URL's to competitors or posts saying gee you should have shopped at this retailer will be considered spam and deleted.

We want opinions, NOT sales pitches or spam!

[Bobby Clobber]

Rogers in Richmond BC

No reception in the building I work in (Telus has installed repeaters in the building to improve their reception, but Rogers is the worst of those carriers who haven't)

I cancelled one phone that our business uses over billing issues. Hours and hours on the phone to correct their errors in applying payments to our account. I am being polite here, as requested by Hugh. My blood is starting to boil just thinking about my experience with them!

[kcowan]

Use their PayGo service with an OEM phone. No problem registering the SIM card and they credited the account with $60 in usage then doubled it due to a promotion: $120 credit for a $15 SIM card!

We switched to their auto top up after a few months and get 20% off for being on autopay. When we are away, the credits build and then we use it up when back or US roaming.

Coverage is excellent and no dropped calls.

[ltldevl]

Numerous dropped calls and their support is extremely poor. When I canceled my account, I had $15 credit. The funny thing is that when I called to get then the send a cheque, they kept saying that they will just apply it to the next bill. But I had canceled it!!! Obviously they don't pay attention and assume too much. It took almost 3 months to get that little cheque.

[westmanguy]

I have Rogers Wireless and the coverage is rock solid.

I find Caller ID only does numbers, but if you have that number saved it gives you the name.

Another nice feature introduced by Rogers is putting my name to my phone number, for when I call other people.

So now my name appears with my cell number, before it was alway, no name? Cell number, now people confuse me being on a landline.

The price is high but its well worth the value.

I do dislike the contracts, which I hate for anything.

[ryoung]

I've had at times as many as 4 Rogers cell phone accounts through our corporate plan here at work (over about 4 years). Service has been dependable, billing is usually correct and account changes and billing corrections have been relatively painless. I haven't been really happy with Rogers, but I'm happier with them then I was while I was with Bell Mobility (for 2 years prior to Rogers).

The cell phone service providers in Canada are all gouging and there are many issues I have with the industry here, but that's over an above Rogers itself.

[sabres12]

Rogers has been fine for me. They have great long distance coverage in Southern Alberta and have a lot of decent rate plans. Their Customer Service is middle of the road. Above the competition IMHO.

I've had great service coverage pretty much everywhere except when I was working in Kindersley Saskatchewan. Only in the town did I get decent signal. The minute I was half way to the rig site I'd lose service.... in the middle.... of the prairie.

When I'm back in Alberta though, coverage pretty much anywhere. No problems with their billing department either or anything like this.

I'd recommend Rogers Wireless over any other company in when talking long term plans.

[andy1212]

I've been with Rogers for about 5 years now and I think it blows any other wireless company away! I really enjoy being a customer of yours because your customer service is top notch, your website is easy to use and great for paying bills, and a while back I lost my cellphone, and Rogers hooked me up with the best cellphone deal I could possibly imagine, giving me a Sony Ericsson w810i for a really good deal. The plan I have is amazing as well I've got the My 5 plan with the 250 bonus minutes, Canada wide long distance for free, unlimited local calling till July 6th and free evening and weekend minutes starting at 9pm, value pack which includes voicemail, call display, and extra 125 text messages, all for only $60/month! Everytime I talk to my friends, family and acquaintances I always have good things to say about Rogers.

[jwt873]

I was a Roger's customer for about 6 years in Winnipeg. The service was adequate.

I bought a place in the country about 35 Km North-West of Winnipeg and found the signal there was extremely poor. It was one big dead spot. I had to switch to another carrier.

[LadyWriter]

I purchased and activated my iPhone through Futureshop on October 4 and had no complaints about that. All of my complaints come from dealing with Rogers themselves. First, though they tout their website for your online experience, being able to do almost everything with your account, the website rarely works. In a month and a half, I have only been able to purchase three CallTrax, all of which I had to delete because every time I changed the playlist so nothing played, the web site would change it back to a random CallTrax. Rogers has not fixed that, has not credited me and continues to ask for more and more information in order for them to "access my account."

Did I mention that Rogers put a PIN or password on my account without my knowledge or authorization and now refuse to fix that? This has resulted in literally dozens of emails, each one apologizing for the problems and not moving us any further ahead in getting it fixed. Each one promises that by phoning a customer services representative, my problems will be solved. Really? You can't access my account, but a live person can after I waste untold minutes on hold waiting for them? Are you going to refund the minutes? I don't think so.

In the month and a half and dozens of emails, my account is still not associated with my profile. They have not fixed this which means I can basically just go online, but can't do anything. I'm paying for MY5, but due to web site issues, they haven't registered the five numbers, an issue they admit they have had problems with, but still haven't fixed.

I know this is sounding like a rant, but it's really just an attempt to show that I have tried to access their advertised support and it just doesn't exist. While you may believe a company will make every reasonable effort to resolve a problem, in this case, I must disagree. Each email back from them is the same: an apology and request to phone customer service with no attempt to answer the question or deal with the problem. Of the dozens of emails, I have maybe two that actually state that there is a known issue, but offer no solutions or alternatives other than to call a customer service rep.

I work and do most of my online stuff late at night; I had no issues going online and accessing my account with the last three providers so what does it say about Rogers that they advertise online and email support, but do not provide either?

[tdmeme]

I terminated my rogers contract for wireless service early with a balance to be paid as a result. My reason: I considered the cost to be too high, and I did not wish to stay with rogers. I called their costumer service center to set up a payment agreement. The details of the payment agreement were followed, yet rogers wireless forwarded the account to a collection agency without notifying anybody listed on the account. I received a phone call from said collection agency, paid the account balance in full that same day to rogers wireless, yet rogers refused to acknowledge the name of the collection agency or place the account in good standing. This is very damaging to my credit reputation, so I'm attempting to inform people of the negligent risk the incompentent staff at roogers wireless pose when terminating a contract.

[Firepants]

I've had Rogers wireless for almost 5 years now, and can't say I have any complaints. I do notice a lot of these discount service providers seem to be offering cheaper rates than what I'm currently paying, but not by much really. When my contract comes up in Dec 2011, I'm gonna shop around, but unless I see substantial savings, I'll stick with Roger's.

[outinthornhill]

Toronto/GTA; Pay As You Go

I had a temporary need for a second number and went with Rogers partly because I wanted to see for myself if it was true that reception was better on Rogers than Telus. Generally, I would sa it was and I joined the users chatting on the underground bus platform at the Don Mills TTC station. Not a huge sample or scientifically valid experiment, but Rogers reception in the GTA always equalled or bettered Telus.

I expected problems when it came time cancel the Pay As You Go service with Auto Top Up charged to my Visa. There was absolutely none beyond getting an "our office is open Monday to Friday" message on my first call on a Saturday. I called back Monday morning and my request was handled efficiently by the first rep I spoke to (nice lady in New Brunswick and we threw in some idle chatter about that). Since I had a credit balance, she offered to extend the expiry date (should have been 30 days) to 90 days "incase I changed my mind' but Auto Top Up ended exactly as I requested. Near the end of the 90 days, I got a call from Rogers extending my expiry date by a further 90 days in case I had second thoughts. So basically, I got a half a year of service for which I didn't pay.

After all the things I'd read about Rogers horrible customer service, I was prepared for multiple phone calls and to instruct Visa to refuse future charges but it was all so smooth and simple Rogers is high on my list for next carrier. Yes the price is high, but the technical quality of the service is superb. The people who fled to Wind in the first days the service was live know a thing or two about getting the service you're paying for.

A lot goes back to treating CSRs with respect and being friendly and knowing the terms of service/contract before going in, so that you don't end up asking a CSR for something to which you are not entitled/no CSR can give. Then the customer relations experience will be a happy one.

For the record, I have no employment relationship or financial interest with/in any telcom provider.

[Paolo]

Provider: Fido Solutions Inc
Plan: City Fido Toronto Unlimited (Original Version)

Purchased the product in early 2005 from the Fido Flagship Toronto Eaton's Centre.
My satisfaction level is very impressive. I have had very positive experience. I do a lot of talking, over 4000 minutes per month, this plan is perfect for my needs, Fido has a tower right beside my house, so my in-home coverage is very good. The only negative experience I've had with fido, is when they were switching around the towers to Roger's shortly after I aquired service from them. I had a few service interruptions and some network busy's when this happened, but it was not a majour inconvenience as all I had to do was press re-dial and the call usually connected after 2-3 tries and the interruptions did not last terribly long.

I would recommend this to anyone, but its no longer offered and its considered grandfathered. If you currently have it, KEEP it. theres lots of competition from Wind, Pubic, and Dave, but I hear their coverage is very spotty.

[genebeeber]

I canceled my account in November and just received a bill for over 500 dollars in cancellation fees in January. They said they would waive the cancellation fees as they were unable to resolve my issue. I bought a smart phone that didn't work they sent a "refurbished" replacement phone that didn't work. Tech guys insisted they don't send out refurbished phones, when a note in the box it came in identifies it as such. After months of trying to sort out what was going on I got fed up with their tech departments absolute lack of expertise. They tried to insist that I BUY ANOTHER PHONE that worked and that they could provide support for a Blackberry or an IPhone. The phone they sold me in August had software issues they couldn't fix. I sent back the broken replacement phone, kept the phone I paid for and paid my final bill. They told me to keep the original phone and are now saying they want it back. I gave up and told them to send me a box to return it. They do not keep track of what they say. Months of a phone that was completely unreliable and shut down at crucial moments, a broken replacement phone, untrained staff, a useless customer relations department. I was their customer for 4 months and it felt like forever. Anytime I called I had to make sure I had 1-2 hours to spare to wait on hold.