Community Feedback

[alan090]

Your Forums are disappointing 

I thought this was a community forum and this section is for feedback to rogers

because  you mask this in terms of service and acceptable use policy as nothing more than a tech support forum

I Love your company 

But you seriously have lots of problems and I thought this would be a way for you to finally recognize these problems and try and fix them

But like all your other methods of  "social media" the truly difficult or criticizing questions will be ignored / moderated

Why can we not air our concerns over your lack of marketing prose? or the fact you dont know how to handle the android community?

Or that you have no enticing phones - and we do not know if your going to get the galaxy s because your standard 

we cannot comment on anything line

Maybe if you actually CARE about your customers, be open and transparent with phone launches / software updates, and show us that you are trying to get us phones like the samsung galaxy S 

I think I might have to buy the phone from bell because I dont know if rogers is getting it

Please lock this like all other threads

Thanks for disappointing me month after month for the past year and a half rogers...

Your loyal customer

[Jepson]

They are trying really hard - Look at twitter - they reply to so many people everyday!

Switching to bell won't fix anything.
Also - I have had an experience with bell service before. To be fair - they do have good customer support for people out east and in Quebec. Almost always I had a French Canadian talking to me - I don't understand French at all so it was very difficult for me to communicate with them even when they tired to speak English. 

I think maybe your expecting to much out of a company that has millions of customers they would like to serve to.

Not everyone can be happy - but at least Rogers makes a majority of the customers happy. It seems to me they did something right to have you be a customer in the first place .

[RogersKeith]

Hey Alan090,

Thanks for the feedback.

We're committed to listenting to the good and the bad across social media - whether it's in one of our own branded channels or elsewhere. If you follow the RedBoard blog, you'll see that we publish the vast majority of comments - even very critical ones. The exceptions are few - comments that are spammy or disrespectful to members of the community for example.

For these forums, we're taking a bit of a different approach. We're following the best practices of major brands around the world that have set up forums as a venue for customers to help each other find technical answers to questions that relate to our products and services. To be successful, we need to keep the focus specific. There are lots of other places - in social media sites we administer and those we don't - to discuss issues like device launches. Over time, we'll be removing off topic posts. For now, we're publishing them so community members understand our guidelines.

We won't be locking down this thread. We think it's important to have a full and frank discussion of what these forums should be. Thanks for helping us with this.

[alan090]

I am glad then Keith

You have to understand that it is frustrating being a rogers customer lately

when I chose rogers their was no competition from bell or telus regarding handsets...

Now with them having gsm phones available - we have to watch exclusives goto bell/telus that should be there for the company that has the largest selection of gsm phones and the biggest market share

I watch rogers pick up the xperia x10 (disappointment)

and the acer liquid (will hold me over till the galaxy S)

and then bell and telus scoop up the phones I told you to get back in feb before the x10 was released

now I am not saying Im going to bell

Im saying I may have to purchase/unlock it from them and then use it on rogers

The fact that your marketing disappoints me and your handset lineup does the same lately, well lets hope that rob bruce was telling the truth about lots of android, because right now telus is the one with the lineup....

I would give you some suggestions - look into different type of advertising - the current advertising is seen as the worst of canadian telecom and telus makes you look amateur with the quality of their marketing

Step it up - your the biggest wireless company in canada - start acting like it - have professional advertising that is catchy and does not seem amateur (honestly the commercials you run make me ashamed to be with rogers sometimes)

Also start getting on the ball with the handsets - Ive watched rogers lineup dwindle in quality and this is disappointing (compared to both bell and Telus who have picked up higher quality handsets than rogers over the last year)

I suggested on twitter and red board to get the galaxy s and desire back in feb - but no1 seemed to care, or just said , nice suggestion

I feel that if you had listened to some of these suggestions then you wouldnt be losing so much numbers to bell come friday.... this is the BIGGEST android phone since the nexus one, and you missed out as far as I can tell....

If the rumor you get it in september - that might be good for me to wait, but many people are not caring to do so - even though for the 500$ ecf they can purchase the phone outright , thats not what people think about

and yes i hate bells service too

[Rwatch]

Part 1:

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RogersKeith wrote:

our own branded channels

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Yer using language that is specific to those in your industry, not 'speaking to the people in their own language' when you do such things. So you sound like a PR flak, not a 'peer' who might help a cx. Just FYI.

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you'll see that we publish the vast majority of comments - even very critical ones. The exceptions are few - comments that are spammy or disrespectful to members of the community for example.

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Even I would concur with this - yes, RedBoard seems very tolerant of highly critical feedback. To their credit. (But they also won;t publish you if you have an avatar that has a red ring in it, or anything resembling the Rog logo, even it it's extremely clear that the logo forms a part of a logo-statement ... just to augment what ^km was saying, about what they ban in the way of Redboard comments (and yes Keith, we've yet to finish that dance but I've been busy : )

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We're following the best practices of major brands around the world that have set up forums as a venue for customers to help each other find technical answers to questions that relate to our products and services.

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IIRC Bell had such a forum, and closed it down for lack of activity. Does that too follow "best practices of major brands"? TTBOMK I can't think of a successful, well-known vendor-hosted forum (maybe Dell has one).

[Rwatch]

Part 2:

I'd add too, that simply parroting, uh, I mean following, the so-called "best practices" of "major brands" simply sounds to me like I've been fed a steaming plate of the output of the backside of a bull .. if ya know what I mean.

Honestly Keith, you might want to try to keep the doublespeak limited to official docs, like press releases, maybe the Redboard blog. But here in one-to-one userland it's sounds like bad-smelling spin.

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set up forums as a venue for customers to help each other find technical answers to questions that relate to our products and services.

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I don't understand why Rogers thinks that people will come HERE for technical support when there are a myriad of other places they can get it, with large populations of users already on hand to assist. You're swimming upstream on that issue so you need to have something better. IMO.

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To be successful, we need to keep the focus specific.

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But if you have no userbase of regulars, no matter how on-topic or specific you are you'll not succeed.

[Rwatch]

Part 3:

Users want more that microscopically-narrow, single-topic sites. Me, I'd need 10 websites and ID's to handle all the aspects about Rogers upon which I might bloviate, if they were all one-trick-pony's as you seem to want to develop here.

I appreciate your keeping this thread open and hearing us out.

IMO there is room for improvement in the landscape of forums/sites available ... it's just that I don't see any practical improvement to that landscape in what you've started to develop here.

I predict my own departure in about 1 day's time (about which you kind Social media folks at Rog might be happy ; )

I'll come back from time to time, but only to observe the slowly fading pulse of the life of this site.

Nonetheless: at a human level, good luck.

And now we'll see if my effort to use quoting actually works, or if I've just composed a jumble of non-delineated text ... the RichText editing is wonky ... and quite frustrating to use. IMO you should have used a vBB-based engine, not this new-fangled, unconventional thing from Lithium.

[Rwatch]

Part 4:

Keithm the 3,000 char-limt is bonkers, because it seems to include all the superfluous html code that gets generated.

FWICT Rog in no way properly vetted this site before launching.

GAWD, that was so painful - text exiting (offline!) the raw html to remove the useless gunk, parsing into 3 sections.

And the spell checker is busted. "if" and "just" and words. And you shouldhave added in words like "Redboard" so that it doesn't complain about them. I'll bet iPhone, BlackBerry and Xperia also cause spellcheck errors. And 'learn' doesn't work - it wanted to keep telling me, in spite of my trying to 'learn' it, that 'just' needs correction.

Seriously, that's the end of my free QA.

If I were you folks I'd seriously review your decision to use this problematic Lithium base ... and then TEST the heck out of it ... how many strikes against the probability of success of this site do you want to have?!?!

GAH!

[MrMiGu]

Funny, one of their new competitors has a public forum setup because they actually want to hear what their customers want from their business.  Sure this could be attempted with the redboard, but the format that the redboard is in does not support that kind of discussion.

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RogersWatch wrote:

Part 2:

I'd add too, that simply parroting, uh, I mean following, the so-called "best practices" of "major brands" simply sounds to me like I've been fed a steaming plate of the output of the backside of a bull .. if ya know what I mean.

To be successful, we need to keep the focus specific.

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[RogersErin]

Hi Rwatch,

Thank you for flagging this, I'm investigating further.