I will try and keep my story short, but I'd love some opinions and/or help.
I was one of the lucky few that moved from ExpressVu back around 2002 when Rogers offered lifetime free digital box rentals. I was given a HD PVR rental, 2 digital terminal rentals, and the digital services fee all free for life.
Last July I was offered 30% off my cable bill for a year so I thought to myself why not, and I took it. A few months later I thought to look at my bill and noticed that when they applied the 30% off the cable, they removed the lifetime free from the 2 digital rentals and the digital services fee but left it on the HD PVR. I called in and asked them to correct it. The lady told me that they would instead give me 15% off my home phone plus waive the SAF for a year to make up for the difference but that I would need to call back in July of this year to have the lifetime free discount re-instated. I figured this would be a pain but agreed.
Fast forward to 2 weeks ago and I called in to lower my internet from Extreme to Express. I checked my bill produced 2 days ago knowing that Rogers likes to screw them up and low and behold my lifetime free rental had now been removed from my HD PVR as well!! What does one have to do with the other?!?!? But anyway . . .
I called in immediately and was forwarded to customer relations. The woman agreed that this was all a mess and put me on hold for 10 minutes. She came back to tell me that they could no longer apply the free for life promo code to my boxes. She offered to waive the rental on my PVR and the digital services fee for a year but that I will have to keep calling in every year forever (we all know how painful it is to call into Rogers)!! She said she would also mark the other 2 rental boxes as purchased. I pointed out to her that this sucked because if anything goes wrong with those boxes now, I can exchange them no problem since they are rentals. If they are now considered purchased, I will have to replace them out of pocket. She said she would mark down that Rogers would replace them if I needed . . . RIGHT . . . we'll see in two years if I can get a free box from them.
All I really want is for the lifetime free promos added back to my boxes. I understand that their front end does not allow the codes to be added, but surely someone in their IT can edit my account. I work in IT for RBC and we do this type of thing. If someone messes up in a branch and removes something that is no longer offered, we will rectify it (assuming the branch staff escalates it properly).
Does anyone else have any experience with this?
Phew . . . thanks for listening!
Kibosh
I was one of the lucky few that moved from ExpressVu back around 2002 when Rogers offered lifetime free digital box rentals. I was given a HD PVR rental, 2 digital terminal rentals, and the digital services fee all free for life.
Last July I was offered 30% off my cable bill for a year so I thought to myself why not, and I took it. A few months later I thought to look at my bill and noticed that when they applied the 30% off the cable, they removed the lifetime free from the 2 digital rentals and the digital services fee but left it on the HD PVR. I called in and asked them to correct it. The lady told me that they would instead give me 15% off my home phone plus waive the SAF for a year to make up for the difference but that I would need to call back in July of this year to have the lifetime free discount re-instated. I figured this would be a pain but agreed.
Fast forward to 2 weeks ago and I called in to lower my internet from Extreme to Express. I checked my bill produced 2 days ago knowing that Rogers likes to screw them up and low and behold my lifetime free rental had now been removed from my HD PVR as well!! What does one have to do with the other?!?!? But anyway . . .
I called in immediately and was forwarded to customer relations. The woman agreed that this was all a mess and put me on hold for 10 minutes. She came back to tell me that they could no longer apply the free for life promo code to my boxes. She offered to waive the rental on my PVR and the digital services fee for a year but that I will have to keep calling in every year forever (we all know how painful it is to call into Rogers)!! She said she would also mark the other 2 rental boxes as purchased. I pointed out to her that this sucked because if anything goes wrong with those boxes now, I can exchange them no problem since they are rentals. If they are now considered purchased, I will have to replace them out of pocket. She said she would mark down that Rogers would replace them if I needed . . . RIGHT . . . we'll see in two years if I can get a free box from them.
All I really want is for the lifetime free promos added back to my boxes. I understand that their front end does not allow the codes to be added, but surely someone in their IT can edit my account. I work in IT for RBC and we do this type of thing. If someone messes up in a branch and removes something that is no longer offered, we will rectify it (assuming the branch staff escalates it properly).
Does anyone else have any experience with this?
Phew . . . thanks for listening!
Kibosh