adam_fd
join:2012-05-30
Saint-Laurent, QC
1 edit | "Rogers is not required to honour what an agent says" I am a Rogers Wireless customer, for 11 years. I have spoken with four agents (customer service, customer relations, customer relations manager, manager who called me back following a complaint). My problem has not been solved.
Last year I was promised 100 long distance minutes for free, so long as I keep renewing my contract. The value was $5, balanced by a $5 credit. Last month an expiry date magically appeared next to the credit, so I called today to find out why.
The follow-up call from a manager was prompt, and started off very well: "If it was promised, then we would have to do it."
Unfortunately, it quickly degenerated. Some of the shocking things I was told include:
- "This wasn't documented last year."
- "According to the terms of service, Rogers is not required to honour what an agent says."
- "Recordings are not valid in a court of law for this circumstance."
- "We will not look at the terms of service to support our statements."
- "We will not listen to your recording of the original call because it doesn't have an interaction ID."
Has anyone been here before with Rogers? Can anyone help me deal with them in a way that will keep me as a customer for another 11 years?
I've had my share of escalations before, but they have never gone this far. I am, quite literally, without words to describe the horrible customer service I received today. |
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 J E F FWhatta Ya Think About Dat?Premium
join:2004-04-01
Kitchener, ON
kudos:1
 ·Rogers Portable ..
·WIND Mobile
 ·Rogers Hi-Speed
 ·magicjack.com
| Re: "Rogers is not required to honour what an agent says&qu How far did you escalate this?
BTW: Always get the agent ID, time of call, etc.
Anyway, if you haven't, it should be taken to "The Office of the President"....just a fancy way of saying "Level 3 Support".
Rogers does play footloose with its customers, you need to play footloose with them. I've learned their tactics. I know how to play them, and I am getting a better price than I could from elsewhere. (Example, I pay $20 for full VIP cable, including HST and fee's -- and $5/month for wireless internet) My account is a mess of fee's and credits and reversals and crap, but it will be working for the next 2 years..after which I re-evaluate.
Good luck.
--
If you can't explain it simply, you don't understand it well enough. - Albert Einstein |
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| reply to adam_fd
If you have a valid complaint and have documentation, file a complaint with the Commissioner For Complaints For Telecommunications Services.
»www.ccts-cprst.ca
You get (relatively) quick action and a fair (third party arbitration/ombudsman like) settlement.
If you decide to file a complaint, make sure you read their
Guide To Filing a Complaint »www.ccts-cprst.ca/en/complaints/guide
and their Procedural Code »www.ccts-cprst.ca/en/documents/p···ral-code which you MUST abide by. Forewarned is forearmed. |
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| reply to J E F F
said by J E F F:BTW: Always get the agent ID, time of call, etc.
+1 |
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PRIUS
join:2009-09-17
Toronto, ON | reply to fan13027
Rogers is not required to honour what an agent says&qu Before the matter is escalated to the CCTS, I would suggest contacting Kim Walker, Rogers Ombudsman. From articles I have read from Ellen Roseman, she is excellent. . .
Ms Walker can be contacted by email: ombudsman@rci.rogers.com ; alternatively, by fax: 416-935-3604.
Here's a couple of articles on Kim Walker by Ellen Roseman:
Rogers Ombudsman rose from the front lines:
»www.thestar.com/business/article···nt-lines
Rogers customer gets $1,500 refund:
»www.ellenroseman.com/ |
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| reply to adam_fd
Re: "Rogers is not required to honour what an agent says&qu Hi Adam,
This is Nicolas from Rogers Social Media team. I just came across your post.
First off, I'm sorry to read about your experience and I'd like to apologize for that.
I'll send you a PM so that our team may follow up on that.
For future, don't hesitate to reach out to us via Twitter (@RogersHelps) or Facebook and we'll help!
Nicolas
@RogersNicolas | Rogers Social Media team |
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adam_fd
join:2012-05-30
Saint-Laurent, QC | This looks promising! |
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 elwoodbluesElwood BluesPremium
join:2006-08-30
HarperLand
 ·Cybersurf Intern..
| said by adam_fd:This looks promising!
No it doesn't the Rogers Social marketing trolls show up here all the time, and promise you the world, more then likely you'll never hear from them again. |
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Hooter
join:2009-08-17
Scarborough, ON | said by elwoodblues:said by adam_fd:This looks promising!
No it doesn't the Rogers Social marketing trolls show up here all the time, and promise you the world, more then likely you'll never hear from them again. How right you are. I received a PM from one of them on March 29, sent her back a reply and I am still waiting for a response! |
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PRIUS
join:2009-09-17
Toronto, ON | reply to elwoodblues
Rogers is not required to honour what an agent says&qu said by elwoodblues:said by adam_fd:This looks promising!
No it doesn't the Rogers Social marketing trolls show up here all the time, and promise you the world, more then likely you'll never hear from them again. Exactly. Rogers Social Marketing only appears on DSL to save face. They would rather you not go above their heads to the Rogers Ombudsman or the CCTS, as Rogers will have to answer to a higher authority. Take the route of going to Ms. Walker at Rogers Ombudsman. It will save you a lot of headache in the long run. |
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adam_fd
join:2012-05-30
Saint-Laurent, QC | Well, I already replied to Nicolas. I'll give him a few days to get back to me. (That seems fair to me.)
I'll keep you posted with the latest news! Maybe they're turning over a new leaf... |
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bt
join:2009-02-26
canada
kudos:1 Reviews:
·Start Communicat..
| said by adam_fd:Maybe they're turning over a new leaf...
...and I'm the next Queen of England. And the next President of the United States. Combined. |
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XaXiS
join:2009-08-15
Canada Eh | reply to adam_fd
Re: "Rogers is not required to honour what an agent says&qu I have some issues with Rogers as well. I run a business and ordered iphones and extra lines for my employees as we're growing by the month. I was told that my account was fraudulent and was forced to talk to someone at Lost Prevention. This individual was very rude, stating that my company didn't exist (even though it is federally incorporated) and said she would make sure I'm not able to get any additional lines. I have 3 phones that don't work properly and they won't even send me replacements. I have to take them to a Rogers store to get them looked at, however the closest store is 30 minutes away and I don't drive.
So needlesstosay, I feel as though my account was suspended for no reason and they refuse to do anything to help. Well, I am not going to pay the bill they sent me until this is resolved. I did however emailed that ombudsman, so hopefully I will hear back within the next few days or something. |
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adam_fd
join:2012-05-30
Saint-Laurent, QC | reply to adam_fd
I still haven't heard back from anyone at Rogers yet (but it's a weekend, so I'm not worried).
Has anyone had an issue like mine, where an agent specifically promised something and then Rogers did not want to honour it? I'd like very much to know if I have any chance with them.
From what I've just read, Kim seems absolutely wonderful as an Ombudsman, but I really hope that this can get solved before it reaches her desk.
*sigh* |
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st7860
join:2004-05-13
San Francisco, CA | If you've already called the montreal number (they're open on weekends too)
then try this
click here
»www.rogers.com/web/content/contactus
click make a complaint
click step 1, click yes
click step 2, click yes
enter managers name
- proceeed to step 3 and fill out the form |
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Hooter
join:2009-08-17
Scarborough, ON
1 edit | reply to yyzlhr
Re: "Rogers is not required to honour what an agent says&qu said by yyzlhr :When social media says someone will get back to you, they usually mean it. It can take a while, as Rogers recently laid off 300 management employees and I'm sure you're also not the only one who has a complaint.
Like I said, I have been waiting since March 29! I guess they do not always mean it! Or at least Rogers_Kate did not mean it! LOL! |
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| reply to adam_fd
(topic move) "Rogers is not required to honour what an agenModerator Action
The post that was here (and all 4 followups to it), has been moved to a new topic .. »(post #27201412 no longer exists) |
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