jenom
join:2006-02-25
Ontario, GTA
| [ Ultra/Lite] Read my ROGERS experiences !
To replace my dial-up, I signed up for a Rogers Ultra Light Internet service on their website, paid with a credit card.
$19.95 included the modem, free installation,128kb speeds, no monthly maximum limit. Sounds reasonable !
Installation was OK, brand new Motorola SB5100 modem, left the box and manuals.Tested speed, 128 k--136k, same as promised.
When I checked my credit card bill few weeks later, there was a Rogers charge of $108.87.
Rogers 1, me 0.
Called Customer Service, they said because the $80.00 installation fee. Told them to go and check their own signup webpages, which says NO INSTALLATION FEE !
They did, and 5 minutes they agreed that they wrongly charged me for $80.00. I asked, to credit it back to my credit card, they said, they can only credit it back to my Rogers account. Basically, they wanted to keep my money, so I prepaid for their service for the next few monts.So Rogers 2, me 0.
When I wanted to connect to their newsserver,
"nntp.broadband.rogers.com", I could not connect.
Customer service told me, that they discontinued this service, because only 2 % (????) of their customers were using it. Interestingly, they "forget" to inform their customers about changing the provided service !
Rogers 3, me 0 !
I explained to them that reducing services for a same monthly fee is an obvious price increase!
Received a small postcard in January, informing that starting in March 1, 2006, the modem is no longer included in my monthly price, and it will an extra monthly charge for 4.00+tax for the modem.
Rogers 4, me 0.
I gave them a 30 days cancellation notice in early February.
Rogers 4, me 1!
Since my account still had a positive balance (from wrongly charging $80.00 for install), they promised a refund cheque in about 4-5 weeks.(No rush, for sure)
They told me to return the modem within 3 days to a Rogers retail outlet, otherwise they will charge my credit card for it.(Don't worry, I will bring it back)
I have also find it out through their automated phone system, that they scheduled an appointment for a service person, to come to my house and pick up the modem in my place on the third day ! (They don't trust me, do they ?)
As for my refund cheque, they told me, that they will send it out after their equipment has been returned. (That explains the 4-5 weeks delay)
They really play it safe, don't they: ----charge on credit card------send out the service man to get it----keeping refund -------
My conclusion about ROGERS services:(during my few months)
POSITIVE:
installation and the actual internet service was good
NEGATIVE: (everything else)
major billing error,uninformed customer service stuff, unacceptable billing error corrections, reducing service while keeping price same, hiding service reduction from customers, price increase, withholding valid refunds, paranoid fear about not getting their equipment back
Only 5 more days service left with them, can't wait to finish with them ! |
dontbugme1
join:2005-12-25
Scarborough, ON
| reply to jenom
Deactivate from Rogers, save a bundle and join 3web, same cable connection ($9.95 for the 1-3 months, $24.95/month (cable-gold)with LD). After initial technical problems, I am very glad I switched. My bandwidth speed late at night and early morning is hovering around 5.75mbps and U/L 795kbps  |
