| reply to adam_fd
Re: "Rogers is not required to honour what an agent says&qu Hi Adam,
Sorry about that. I haven't received any message on my end but I'd still like to offer help. I'm sending you a new IM to look into it. |
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 sbrookPremium,Mod
join:2001-12-14
Ottawa
kudos:4
 ·TekSavvy Cable
| reply to Guspaz
Guspaz ... certainly in the wireless market you're right ... but the reality is that by sheer size they behave as if they are a monopoly. After all they could do what Bell does and buy up the competition ... like Bell bought Virgin. When the other carriers become too much of a thorn in their side, they'll try that game. |
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Reviews:
 ·WIND Mobile
 ·Bell Sympatico
| IMO more people should make Robbers feel like there is a thorn in their side. What have they done for you lately? When it comes to Bell or Rogers most people would probably say not much.
There's no reason to stay with power tripping companies that treat you like a door rug.
Go to whatever competition has the best value, even if it's a sub-brand. At least you keep some change in your pocket. |
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balur
join:2010-04-28
kudos:1 | reply to adam_fd
Just a thought.
In all the call centres I've worked for I have never had one where call recordings were consistent / reliable / easy to access. Though I've never worked for a major telecom.
Also customers make wild "I was promised x" claims all the time. 99% of the time they aren't true, or the customer misunderstood the specifics.
If you are depending on a recording to prove your point you should record it yourself. Rogers most likely doesn't see the point of searching through hours of recordings (assuming they record and keep every call) for something that precedence tells them isn't true. If they searched everyone of these claims they'd probably need to hire more people to do it.
Not saying your wrong you may be the exception, but this is the attitude that Rogers probably has.
As for the honouring what an agent says bit... I've personally had to deny credits / freebies that were offered by the agent. It sucks and its a crappy call to have to make, but if we'd be losing money having you as a customer due to some dumbass newbie agent... well we couldn't honour that. |
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PX EliezerPremium
join:2008-08-09
Hutt River
kudos:13 Reviews:
 ·callwithus
·voip.ms
·Optimum Voice
·Vitelity VOIP
·Gizmo5
| said by balur:In all the call centres I've worked for I have never had one where call recordings were consistent / reliable / easy to access. Though I've never worked for a major telecom....
....If you are depending on a recording to prove your point you should record it yourself.
I might be wrong, but my strong impression has been that the OP actually did have his own recording, which the company refused to listen to.
said by balur:Also customers make wild "I was promised x" claims all the time. 99% of the time they aren't true, or the customer misunderstood the specifics....
....As for the honouring what an agent says bit... I've personally had to deny credits / freebies that were offered by the agent. It sucks and its a crappy call to have to make, but if we'd be losing money having you as a customer due to some dumbass newbie agent... well we couldn't honour that.
Well, how on earth can ANY customer deal with ANY company over the phone, in that event?
HOW is the customer supposed to know whether the offer is the official one authorized by company management, or if the agent is telling lies to make a sale?
said by balur:It sucks and its a crappy call to have to make, but if we'd be losing money having you as a customer due to some dumbass newbie agent... well we couldn't honour that.
Sorry, friend.
It is the company's responsibility to monitor and supervise the agents.
Now, IF a deal were truly unbelievable, then a company may be able to claim that the customer should have realized that it was too good to be true.
But in this case, it was a discount of $ 5 a month on a mobile plan, which is quite believable.
Again, HOW is the customer supposed to know whether the offer is the official one authorized by company management, or if the agent is telling lies to make a sale?
And if a company is allowed to say that, then they could hook in large numbers of customers on purpose, with "deals" that the company later refuses to honor, blaming "rogue agents". |
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| reply to balur
All calls are recorded. most with screenshots of the agents screen. And kept 2-3 years. |
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| reply to adam_fd
Customer Made Recordings: Can be faked and that is why they do not hold up and Rogers doesn't care to hear them.
2 people calling each other and reading a script could quite easy make a fake recording and then claim it was a real one to get things.
People have attempted to do it in the past. |
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balur
join:2010-04-28
kudos:1 | reply to PX Eliezer
PX Eliezer, your taking it to an extreme, I was only trying to present an example of call center mentality.
Of course its the company's responsibility to monitor and supervise agents but sometimes mistakes happen, and if it was blatantly stated yes we'd try to do everything we could to accommodate, but it doesn't always work out that way due to high costs involved.
In the past I've had a case where a free rental modem / router broke. Without calling support they went out and purchased a retail kit. The customer then called up demanding a refund for the cost of the modem... without properly understanding the situation the agent thought they were asking for a refund of a modem purchased through us and agreed. However were not going to eat a few hundred dollars cost of retail kit, when no troubleshooting was done on our kit, and sending a replacement free rental out would have been far cheaper.
Mistakes happen. Not saying the poster is wrong, just trying to give context regarding the call center environment.
rogerssmoger, That's a far better call recording system then I've ever gotten to use, best I've had is time estimate and then pull agent calls from that day and listen until I find the right one. Ugh painful. I hadn't even considered that nor have I come across it (that I know of, maybe I was fooled lol), policy makes sense. |
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PX EliezerPremium
join:2008-08-09
Hutt River
kudos:13 Reviews:
·callwithus
·voip.ms
·Optimum Voice
·Vitelity VOIP
·Gizmo5
| reply to rogerssmoger
said by rogerssmoger :Customer Made Recordings: Can be faked and that is why they do not hold up and Rogers doesn't care to hear them.
2 people calling each other and reading a script could quite easy make a fake recording and then claim it was a real one to get things.
People have attempted to do it in the past.
Fine.
Then the company can listen to its own recordings.
This isn't the 1960's when this would involve magnetic tape.
Everything is digital, and the company certainly should be able to pull up the digital record of any calls relating to a particular account, without much trouble. |
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PX EliezerPremium
join:2008-08-09
Hutt River
kudos:13 Reviews:
·callwithus
·voip.ms
·Optimum Voice
·Vitelity VOIP
·Gizmo5
| reply to balur
said by balur:In the past I've had a case where a free rental modem / router broke. Without calling support they went out and purchased a retail kit. The customer then called up demanding a refund for the cost of the modem... without properly understanding the situation the agent thought they were asking for a refund of a modem purchased through us and agreed. However were not going to eat a few hundred dollars cost of retail kit, when no troubleshooting was done on our kit, and sending a replacement free rental out would have been far cheaper.
In that case, I would agree with the company 100 percent. 
But I think that's a very different situation.... |
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| reply to rogerssmoger
said by rogerssmoger :All calls are recorded. most with screenshots of the agents screen. And kept 2-3 years.
Rogers does record all calls but they are rarely ever used to resolve escalations. The recordings really are there just to protect Rogers in case of litigation and are regularly used for performance management, but you'll almost never see them being used to resolve escalations. |
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Reviews:
·Execulink Telecom
| reply to adam_fd
At this point I don't even know why anyone has Robbers for anything. Everything I've read about them in the last while, it seems that it's quite the chore being a customer of theirs, but that doesn't surprise me in the least. - With Robbers, the customer IS the enemy. |
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| reply to yyzlhr
Re: "Rogers is not required to honour what an agent says&qu said by yyzlhr :said by rogerssmoger :All calls are recorded. most with screenshots of the agents screen. And kept 2-3 years.
Rogers does record all calls but they are rarely ever used to resolve escalations. The recordings really are there just to protect Rogers in case of litigation and are regularly used for performance management, but you'll almost never see them being used to resolve escalations. Because it's a PITA to get calls from other sites since each call centre has it's own recording systems and never want to send requested calls. |
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adam_fd
join:2012-05-30
Saint-Laurent, QC | reply to RogersNick
said by RogersNick:Hi Adam,
Sorry about that. I haven't received any message on my end but I'd still like to offer help. I'm sending you a new IM to look into it.
My bad! I mistyped the e-mail address for the Rogers Social Media Team. That explains why I haven't gotten a response yet!
(I'm still unhappy with the Office of the President, but so far the Social Meia Team is still a very promising avenue.)
Nicolas, thanks for following up here! |
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sbrookPremium,Mod
join:2001-12-14
Ottawa
kudos:4 | If the OOTP hasn't done anything, then I don't see how the SMT will ... that's like going to the store manager and then back to the department manager.
You need to escalate to the ombudsman then the CCTS or Ellen Roseman. |
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adam_fd
join:2012-05-30
Saint-Laurent, QC | reply to adam_fd
Re: "Rogers is not required to honour what an agent says&qu It's done! My sincere thanks to Teresa and everyone at the Ombudsman Office.
They took the time to understand my concern and to resolve the issue. Actually, they didn't take much time at all -- it was pretty quick.
It's been a difficult month, but I hope that my Rogers interactions go more smoothly moving forward. |
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resa1983Premium
join:2008-03-10
North York, ON
kudos:7 Reviews:
·TekSavvy Cable
| If things ever reach the Ombudsman Office, they DO pull phone calls if you've gone through all the steps, even if the Office of the President won't.. They're pretty damned awesome, and unlike everyone else in the process, they care.
I should have escalated my issue past Office of the President when they did jack all for me (box just loses signal for no reason, requires reboot). After replacing my inside cabling 3 times, replacing my box twice, and then wanting to replace my cables for a 4th time, I gave up on the morons. I knew where the problem was, but they didn't want to listen to me or fix it. I feel bad for the new tenant in my old apartment, as they'll be experiencing that problem now. |
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| reply to adam_fd
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