They are definitely moderated. I made one comment and it was deleted because it supposedly did not adhere to their precious guidelines!
You're probably better off whinging to @RogersHelps, @RogersBuzz via twitter with some carefully chosen keywords and #hashtags like #CRTC , so they show up in a great many other places. That will give your issues with Rogers greater visibility though I doubt much you will be able to influence their direction towards resolution of said issues.
But you can run your own little social media campaign to draw attention to whatever your Rogers Communications concern is.
*hint* Pictures speak LOUDER - write up or do a graphic as big and as wordy as you want, then screen shot it and using tweetdeck or other 3rd party twitter client drop in your "screen shot" its a way of getting around the 140 Character limits.
Do some research into who's who, of Rogers Communications so you can direct your ire directly at them too instead of just the faceless front line Rogers minions. Find out who sits on their executive boards - their holding companies and so on and so forth.
Spread the word - and do it intelligently. Go Forth The Whole of the Twitterverse Awaits!
Rogers box is intended for customers to provide feedback on new things that Rogers should implement. It's not intended to be a place for customers to resolve any outstanding issues. Although, Rogers will likely scoff at most of the suggestions, it's better than the previous alternative which was nothing.
look... elitefx... squirrel island maine can install ftth... haha poor bell/cogeco/rogers/telus/shaw/videotron know nothing quite amazing what a local community can do and big telecom... nothing
(youtube clip) elitefx... squirrel island maine can install ftth... haha poor bell/cogeco/rogers/telus/shaw/videotron know nothing quite amazing what a local community can do and big telecom... nothing
That may be FTTH, but the capacity is 100mbps for 105 homes...
They are definitely moderated. I made one comment and it was deleted because it supposedly did not adhere to their precious guidelines!
Talk about being forced to toe the party line. It's like talking to 3rd world dictators. I made 2 posts with valid reasoning supporting them and both were deleted because they did not conform to this rule or that.
They are definitely moderated. I made one comment and it was deleted because it supposedly did not adhere to their precious guidelines!
Talk about being forced to toe the party line. It's like talking to 3rd world dictators. I made 2 posts with valid reasoning supporting them and both were deleted because they did not conform to this rule or that.
So don't stop there, Screen Shot your post, crop it and TWEET it out to as many hashtag keywords. Go Around Them! Don't Let their idiot moderators stymie you. *wink*
Tweetdeck is great for this theres a web version and a stand alone download for Windows.
Don't forget the amazing Streisand Effect, its a powerful thing sometimes.
That's being nasty. If he has vaild complaints Rogers should be listening, not deleting them!
You've been doing this along time and I was on RBUA back the day, they don't care. Profits profit profits.. before anything else. Why do you think they are so "outraged" at Verzion and the "Harper Government" coming to Canada?
That's being nasty. If he has vaild complaints Rogers should be listening, not deleting them!
Well, TODAY, 2 more posts removed. They'd even been reviewed by the forum manager yesterday, no problems. ANOTHER mod comes along this morning and deletes them for being off topic.
How can good solid ideas about giving customers more value for the dollar and IMPROVING service quality be "OFF TOPIC"?
I have never experienced such censorship and contributor ABUSE and DISRESPECT on any open forum in 10 years on the web.
What can Rogers possibly be thinking? Publicly stomping on THEIR OWN CUSTOMER'S thoughts and generously offered improvement ideas?????
Just DISGUSTED with Roger's IdeaBox and IdeaBox moderator behaviour.
Hi everybody, as a previous poster mentioned, our Idea Box is not intended for customers to post their customer service issues. If you have a customer service issue, you should reach out to us on @RogersHelps on Twitter or on Facebook.
The goal of Idea Box is for customers to post new ideas and vote on and share ideas from other customers. At this time, the topics are limited to: Service and Support, Rogers Stores, Rogers.com MyAccount app.
If your posts weren't on this topic, that may be why they have been deleted.
As you all noted, the Ideas submitted are monitored. The most popular ideas, as voted by the community, will be reviewed by our team to help us improve our processes and your experience. We update the status of ideas as they move along. One of them, submitted last week, is already live.
I hope this helps you understand how the Idea Box works.
Hi, of course we want to fix customer service issues, and we want to hear them. This is why I suggested that customers reach out to us on Twitter and Facebook. But, a customer service issue is something personal that we can fix only by getting into your account and correcting whatever needs to be corrected.
However, if you have a suggestion on how you could better access your bills from our website, than that is something we want to hear in Idea Box, because this is an idea that other customers can agree upon, vote for, comment on...
Well, IMHO if new ideas regarding lower prices and higher caps don't fall under the "Service and Support" definition then I don't know what does.
Sadly, posting ideas on Idea Box is like talking to a brick wall. Rogers only hears what they want to hear and they have a million excuses why the idea is "Off topic".
Having to get the approval of a dozen different Rogers moderators, in order for an idea to remain posted, is flat out ridiculous.
And thinking about it, no idea post should ever be deleted as long as it is properly written and not offensive. These ideas should be simply be marked as "Acknowledged" or "Inactive" and left for future readers to see.
Censorship is never a good thing......... 'nuff said.
Hi, of course we want to fix customer service issues, and we want to hear them.
I think the point is, you can only FIX customer service issues by addressing the root cause. For example, cust gets billed an extra $50 on their wireless service. Permanent fix, figure out WHY it happened in the billing system in the first place and then change the system.
Having multiple complaints of the same type addressed individually not only creates more work, it doesn't address the problem.
Now I know you don't have any control over this but pretending that you can actually fix it is just asking for problems.
Hi, of course we want to fix customer service issues, and we want to hear them.
I think the point is, you can only FIX customer service issues by addressing the root cause. For example, cust gets billed an extra $50 on their wireless service. Permanent fix, figure out WHY it happened in the billing system in the first place and then change the system.
Having multiple complaints of the same type addressed individually not only creates more work, it doesn't address the problem.
Now I know you don't have any control over this but pretending that you can actually fix it is just asking for problems.
Most of the time it's not a system issue. 99% of the time the rep made a mistake or the customer misunderstood something.
Customer issues are handled most effectively individually as they are usually unique to the account.
If there is a systemwide issue, Rogers will typically catch it as multiple reps adjusting the same types of charges or sending off tickets for the same types of issues will create red flags and get investigated.
Hi, of course we want to fix customer service issues, and we want to hear them.
I think the point is, you can only FIX customer service issues by addressing the root cause. For example, cust gets billed an extra $50 on their wireless service. Permanent fix, figure out WHY it happened in the billing system in the first place and then change the system.
Having multiple complaints of the same type addressed individually not only creates more work, it doesn't address the problem.
Now I know you don't have any control over this but pretending that you can actually fix it is just asking for problems.
Most of the time it's not a system issue. 99% of the time the rep made a mistake or the customer misunderstood something.
Customer issues are handled most effectively individually as they are usually unique to the account.
If there is a systemwide issue, Rogers will typically catch it as multiple reps adjusting the same types of charges or sending off tickets for the same types of issues will create red flags and get investigated.
I can think of at least two situations where that wasn't true and I personally had to fight them on an issue only to be denied by a manager and ignored by the social media team. And this was an issue related to a handset upgrade promo which had qualifications rules and in which I did meet. I wasn't the only one either.
Either way, I'm not talking about just billing issues or the like, there's a bunch of things messed up which is wasted by humans trying to spend time to 'fix' one person rather then the what caused it in the first place.
yyzlhr said 99% of the time the rep made a mistake or the customer misunderstood something and that that's not a system issue.
It really is a SYSTEM issue ... not a computer system issue, but a systemic issue in this case, in the culture of Rogers.
The rep made a mistake means 1) Rep not properly trained 2) Rep does not have access to the right information 3) Rep has desire to solve problem himself with insufficient knowledge because to escalate or transfer to someone with knowledge points a really bad finger at himself.
Customer misunderstood something means 1) Rep did not explain properly in the first place 2) Website / publicity / advertising not accurate or readily understandable 3) Small print too small 4) Rogers has set wrong expectations for the customer
The number of problems where the problem truly is the customer's fault are astonishingly small.
And thinking about it, no idea post should ever be deleted as long as it is properly written and not offensive.
RogersElise Indeed, this is an idea. I'll pass this on internally, thanks for your feedback.
I guess the "internally" did not get your message RogersElise, since valid comments are still being deleted. I replied to a comment today, but it was deleted because the original comment was deleted. I did not even get the courtesy of a PM from the moderator who deleted the comment, which tells me a lot about Rogers!
And thinking about it, no idea post should ever be deleted as long as it is properly written and not offensive.
RogersElise Indeed, this is an idea. I'll pass this on internally, thanks for your feedback.
I guess the "internally" did not get your message RogersElise, since valid comments are still being deleted. I replied to a comment today, but it was deleted because the original comment was deleted. I did not even get the courtesy of a PM from the moderator who deleted the comment, which tells me a lot about Rogers!
Passing on does not = going to change anything or anyone will care. you had expectations which are far too high..
Passing on does not = going to change anything or anyone will care. you had expectations which are far too high..
Well, we are faced with a choice. We can sit around with our thumb up our butt OR we can try to have a positive impact and institute change under less than ideal circumstances.
Passing on does not = going to change anything or anyone will care. you had expectations which are far too high..
So I guess what you are saying is that whenever Rogers replies that they are going to share an idea internally, that this is nothing more than a way to placate customers and is therefore totally meaningless?
I swear those mods over at Idea Box must be on Crack Cocaine. I submitted an idea to suggest Rogers appoint an independent arbitrator for dispute resolution and this is what I got back 2 hours later:
said by Idea Box Mod :
Your recent idea has been removed as we already have an impartial review process in place.
Well then it's an intentional error. ALL the links work at the bottom of Rogers page EXCEPT Corporate Social Responsibilty. An error of omission giving Rogers 'Plausible Deniability'.
I've never once seen a reference to 'Rogers Ombudsman' in ANY forum in 10 years.