Rogers Rant Thread

[Harl]

Originally Posted by MartinR

So now I'm left with this erroneous charge, and no obvious way to address it to my satisfaction. Yes, it's only $45, but there a principle here.

I'm going to order my BEV this week.

Martin.

Wow! I don't blame you for switching - I would too if I'd had an experience like that. I've found, though, that emailing works better and seems to get the attention of supervisors/managers. I would write to the highest level you can find if possible (no doubt you'd only be able to write to the contact info on the Rogers web site). I would put down more or less what you posted here and end it with the news you're switching to BEV. It would be interesting to see what the response is - if any!

BTW, what is 'ATN'? For $45 it must be some major package.

[MartinR]

OK, a closer look at my bill: not ATN, but something called "Art America". It's $15 a month, and as I said, I didn't pay attention to the first two bills. It's one channel as I understand it.

Martin.

[57]

Had you called them after the first bill, they probably would have done something. With it being 3 months, they probably thought that you simply wanted to save $45. The fact that they have a "record" of a phone call ordering the channel, further puts the "evidence" in their corner. The fact that you got the channel wrong, probably didn't go far to help your cause either.

Yes, they should have called you at the right time, but they have all the evidence and you have none, so it probably wouldn't have made much difference when they called, as the result would have been the same.

[MartinR]

Originally Posted by 57

Had you called them after the first bill, they probably would have done something. With it being 3 months, they probably thought that you simply wanted to save $45. The fact that they have a "record" of a phone call ordering the channel, further puts the "evidence" in their corner. The fact that you got the channel wrong, probably didn't go far to help your cause either.

Yes, they should have called you at the right time, but they have all the evidence and you have none, so it probably wouldn't have made much difference when they called, as the result would have been the same.

Well, I only got the channel wrong in this post. I had the bill in front of me when I called the CSR.

The fact that they have a "record" of a phone call ordering the channel, further puts the "evidence" in their corner.

All that proves is their stupid voice recognition phone system needs work. And/or, a $8/hr CSR at some point didn't bother to confirm the account of the person they were talking to. And/or, there wasn't some sort of screw up with the computer system. And/or, I'm lying.

Other than that, I can't agree. I've been a Rogers customer for many years, and they manage to get something in the order of $850 out of me each year. It's not like there's a history of me trying to get charges removed after ordering services. Even if they didn't believe me, they should still have acted in the good faith, both to keep a happy customer and for their own long term benefit. The fact that I'm not lying makes it all the more galling.

Martin.

[nfldanchor]

I find it appalling when you say an 8 dollar an hr csr and **** all over them. Well they are making a living like the rest of us and a board makes the policies not the csr's on the front lines. They can only work with the information they are given which we all know is confusing to them as well as us. I think the **** should rise to the top for a change not with the frontline workers. Yes, I'm a union man and hate people who dont respect frontline workers. The responsibility usually rests on the shoulders of management and their inadequate policies.

[MartinR]

Originally Posted by nfldanchor

I find it appalling when you say an 8 dollar an hr csr and **** all over them. Well they are making a living like the rest of us and a board makes the policies not the csr's on the front lines. They can only work with the information they are given which we all know is confusing to them as well as us. I think the **** should rise to the top for a change not with the frontline workers. Yes, I'm a union man and hate people who dont respect frontline workers. The responsibility usually rests on the shoulders of management and their inadequate policies.

If I were being paid $8/hr to do a truly crappy job, I wouldn't be that thorough either. I meant no value judgement on the people in general (although the one I dealt with was a real piece of work). The reality is that when you have a fleet of low paid front line CSRs who are constantly turning over, there's not going to be a whole lot of long term quality and reliability. Sad, but true.

And while I don't agree with the rest of your comments, I certainly respect them.

Have a wonderful day!

Martin.

[mmorais]

Depending on where that CSR is located they are going to be making from $8-$20/hour. If you're in small town N.B. that $8 or $10 goes a lot further.

Not really the point. The point is, if you accept the job, you do the job. Rogers has the responsibility to ensure quality training, toolsets, information, and some level of decision making capability. If that's provided then I don't see "I only make $x/hour" as a reasonable excuse and a reason to accept sub-standard service.

[57]

Any of the CSRs that I've talked to, and I've talked to a lot, have always been very pleasant. They try to solve the problem, will escallate if they can't and always ask "Is there anything else I can help you with" at the end of the conversation.

In addition, I find their e-mail service excellent. The responses are often very quick and accurate.

That's not to say I haven't had a poor CSR or a poor e-mail, but on the whole, it's been excellent.

[MartinR]

I think the whole CSR quality issues is tangential, and I regret raising it.

The point is that Rogers severely disappointed me. And also, you should verify your bill every month, because who knows what will creep on there.

My wife has talked to a couple of friends who've had similar charges mysteriously added to their bill, and I myself found out that the coworker next to me had extra billing problems too. It's not a rare event, and obviously if you don't catch it right away, you are simply a lying customer trying to scam them out of free service.

Martin.

[57]

There's a very similar thread over on BEV regarding $3 that crept onto a bill.

http://www.digitalhomecanada.com/for...ad.php?t=24330

As you say, check your bills monthly. I check all my bills every month. If they're the same as last month, fine. If there's a difference, I find out what the difference relates to. Occasionally, but not very often, it's a billing error.

[Bond,JamesBond]

Rogers Customer service depends on:

1). actually getting thru - I have waited as long as 3+ hours, fallen asleep, woke up, and still got the "all rep's are busy...." and it was 4AM

2). depends on the rep you talk to. I usually call 2-3 times and compare answers. for instance, I have the full VIP with Movies, but there were some new channels [like Fox News] I did not have.
I made 3 calls one after another:
-the first rep said he just did not have the info to answer,
-the second said I would have to buy them individually @2.49 or somesuch,
-the third rep said she would just change my package to include "all themes" so I got about 10 channels for about $3.00 tax incl. and the channels were up and running in a couple of minutes

3). when they had to make a service call, that always seemed to work out, but again each tech has his limit of knowledge.
you can "feel" a level of competence from them.
if it is a friday night, it seems the tech that comes can't fix it LOL
try monday LOOOOOOOOOOOOOOOOL

4). if you ever change a package,
thats when you check your bill.
when I did that, my bill was 10 [lol] pages long,
take this off, put this on, put this back.
I went thru he bill with a csr and found a problem but it was fixed right away.

Hey, Bell Canada charged me for a rotary phone that I never had for 20 years, and said "yes, it was their mistake, but I should have caught it sooner, so I'm SOL".
I was returning their phones as I bought my own,
and they printed me a list,
which said I still had a rotary [what, were we in the sone age?],
which is how I found out about the charge,
otherwise I would still be paying
as this stuff is never itemised,
just bunched as "equipment".

[MartinR]

Every week day I have to see the <foul language> "Rogers Centre" signage. I can't believe they did that.

On another note: got my Bell ExpressVu installed on Saturday afternoon. By the end of Sunday, I had my RS All in one reprogrammed, and my SageTV PVR converted over to use and control the STB in my HT.

Many more channels, and I'm saving about $25 a month, due to bundling with Sympatico (which I've had for years), and giving up on HD for now. I think I'll go OTA for that component.

So far, very satisfied.

I have to return my SA3250HD box. The CSR was no help in suggesting a closest store. Ended up searching online. Of course, none of the full service stores are open past 6:00pm until Thursday, which will mean I have to return the box late (you have 3 days). Good riddence to bad garbage, I say!

To be fair, I will miss one thing from Rogers. The 3250 had a clock on the front. That was convenient.

Martin.

[guido]

i actually just had a pretty good experience. My HDPVR broke again, so i took it to the local Rogers location, they swapped it out without any questions. My total time there was about 3 mins and I was on my way home with a new box. I was surprised in a good way.

[MartinR]

Originally Posted by guido

i actually just had a pretty good experience. My HDPVR broke again, so i took it to the local Rogers location, they swapped it out without any questions. My total time there was about 3 mins and I was on my way home with a new box. I was surprised in a good way.

To be fair, I've also had great experiences with Rogers in the past. I was a very early adoptor of HD, and had a bunch of techs come by my place trying to get it to work properly. Aside from them drilling me on what HD was once they got a sense that I actually understood the stuff (they hadn't received any training at that stage of the rollout), they eventually got it working great.

Even the CSR I talked to when I called to close my account seemed very nice and reasonable. She seemed eager to "do something for me" to keep my patronage.

Martin.

[gunnerx]

I had scheduled my install of the HDPVR + SD terminal for the Rogers Real choice program on May 8th and to this day, I still don't have the HDPVR.

When the tech came to do the initial install, he said they didn't have the HDPVR in stock so I was given the 3100HD reciever temporarily and scheduled the tuesday to switch recievers. I asked for evening so it was set at 5 to 8. I rush home from work and got there at 5:30. I missed the tech, fine, my fault. I call and setup another appointment for thursday. This time, I make sure that someone was at home all day. The tech shows up and I get a call from my wife's sister. She says "If you switch with the PVR, you won't get HD anymore". This confused me and after talking with the tech, it turned out that on the work order, all it said was "need PVR". I told the guy I was supposed to get an HDPVR so he makes another appointment. My wife's sisters told me that he was on the phone for a while setting up the appointment and confirmed a sunday afternoon for it. I rush home sunday after lunch and waited from 2pm to 5:30pm. I called rogers and to my surprise, there was no appointment made. And worse, it said that on my appointment the previous thursday the tech showed but no one was home. This is getting annoying!!! I have an appointment tomorrow for them to deliver the HDPVR and I'm making sure someone is home.

This really pisses me off because it's a waste of my time. If they didn't have the HDPVR from the start, shouldn't have that been noted in the system already? And why can't I request to have someone show up after 5:30pm? Is it that hard to put a note that says "will not be home until 5:30" on the work order? After all this run around it better be worth it.