Customer Service Issue

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I've Been Here Awhile
Posts: 3

Customer Service Issue

Rogers service rep lied and said internet + basic cable package will be $71, but neglected to inform that it was a promotional price for 3 months, and then price would double to $160. 

 

Use lies to sell me a package on a term agreement.


Extremely unhappy with rogers using lies and fraud to sell their services.

 

 

***Edited Labels***

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I'm a Senior Advisor
Posts: 918

Re: Customer Service Issue

The website is pretty clear that, with the new IGNITE bundles, that there is a 3-month promotional price.

I'm a Trusted Contributor
Posts: 519

Re: Customer Service Issue

While it is specified on the Website that there is a 3-month promotional price, not everyone uses the Website. Some people such as the OP, may choose to make a telelphone inquiry first or even visit a Rogers store to sign up for a new package. If, in signing up for a new package, all relevant details are not disclosed to the customer by the agent, this is inexcusable!

I've Been Here Awhile
Posts: 3

Re: Customer Service Issue

@Lurker I'm pretty clear that the CSR misled and misrepresented the package being sold. Do you understand? 

 

I gotta go the CSR's job by checking all the service packages and discounts? Then why do they hire these guys? 

 

Fire them all and just have a web form where you select service level and click a randomizer button to get a "discount". 

 

You've added nothing to this discussion, go away. 

Resident Expert
Resident Expert
Posts: 13,505

Re: Customer Service Issue

I 100% agree that many reps need to be better trained and to disclose better details
(Not lie?)

Unfortunately from a legal standpoint, as the full details are posted, they are legally covered.

From personal experience, I NEVER buy/sign up for anything just going off what people say (for rogers or any company)
I do all my research beforehand, website, flier, etc.
Also when dealing with any rep over the phones, before agreeing/signing up for anything, I have them send me a contract, agreement, quote, whatever, and that I can see the details before agreeing.
A pain/takes longer? Sure. But is a cover your rear type of thing.



I'm a Senior Advisor
Posts: 918

Re: Customer Service Issue

"From personal experience, I NEVER buy/sign up for anything just going off what people say (for rogers or any company)
I do all my research beforehand, website, flier, etc."

 

THIS.   Do your homework before committing to something that's going to cost you almost $1000 a year.

I'm a Senior Advisor
Posts: 3,172

Re: Customer Service Issue

OTOH, there are lots of people who take advantage of these limited time offers and when they come up for expiry, ask Rogers what else they can offer to retain them as a customer.


SA8300HD, SA8300SD, DTA50, LG-E410B PayGo. Location: S-W Ontario
I'm a Trusted Contributor
Posts: 519

Re: Customer Service Issue


Lurker wrote:

THIS.   Do your homework before committing to something that's going to cost you almost $1000 a year.


So are you saying that the only way to do your homework is to visit Rogers.com? Do you mean to tell the OP that calling Rogers and expecting to get accuate information is not a reasonable expectation? Should the same thing not apply if you visit a Rogers store - that accuarate and up-to-date information should not be provided by the reps? I am sure the OP thought that when he was told one thing by a rep over the phone that he was receiving up-to-date information with no deception. Is it his fault that he was not told everything? 

I'm a Senior Advisor
Posts: 918

Re: Customer Service Issue

I'm saying that before I drop four figures on ANYTHING, I'm not doing it on the advice of one phone salesman,  I'm going to get a touch more  information from wherever I can get it.

 

If I fail to do my homework, then that's on me.  Whether its right or not, its reality. 

I'm a Trusted Contributor
Posts: 519

Re: Customer Service Issue

I very much agree with you. I do my homework as well and check everything out to the last detail. That being said, if a Rogers rep cannot be honest with a customer (based of the OPs comment), then there is a problem. It is the point the OP was making and I happen to agree with him/her. Rogers should not be excused for not providing full disclosure to the customer because the customer might have done a little more homework!

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