1. Keep appointments with customers - do not schedule an appointment and not show up
2. Work with reputable sub-contractors - Ensure that subcontractors are fully qualified to perform cable installation and do the job right in the first place (our tech did not do the installation properly and we had to have a second tech come out and do it over again).
3. If you have a service like a "Move Conceirge", ensure that the person assigned to you is actually working during regular business hours.
4. Shorter waiting times to have a tech come out for installation jobs - sorry, but waiting a week for a tech to come out and fix something isn't going to cut it these days when you need internet for work
Currently the only link I can find to the remote PVR manager is under my accounts and then into the detail of the TV section. Ideally it would be put somewhere that can be used with a Windows Short Cut and then prompt you for your user ID and Password.
The remote PVR manager is a very nice feature. I can't think of a reason it is buried so deep when its image is one of the best marketing features of the Next Box 3.
I'd like to see Rogers offer an enhanced DNS service that would block known MALWARE web sites, pornography sites, etc. A similar service to what is offered by third party services like OPENDNS, however without the commercials or adware.
There would be several levels of offerings:
A free offering that would provide basic DNS service but with basic blocking services
Billable enhanced services that would allow user configuration of which category of sites to allow and those to deny, etc.
This is another potential source of revenue for Rogers, and would go a long way in helping to protect Rogers internet client community from increasing malware, dangerous web sites, identify theft, etc that is more global and not device driven.
While it might result is some reduction in revenue from overage charges, it would likely go a long way to improving customer satisfaction:
Between that and inflexible customer service I'm now preparing to go elsewhere.
I currently have two TVs using the DTA50 digital adapter, a 22" Seiki and a 32" RCA. While the Seiki may be an oddball brand, RCA is as common as dirt. However, neither one of these TVs can be turned on and off using the DTA remote after numerous attempts to set it up per Rogers instructions or those UEI site.
As time passes and more new TVs come on the market, I can see this situation getting worse, not better. If a Harmony universal remote can be programmed to control any device, why can't the DTA50 remote? I can imagine that as analog gets replaced by digital, there will be more and more people needing these digital adapters to access basic cable. Many of these people are senior with sparse technical skills and I can see them getting very frustrated having to keep track of and using two remotes.
Please, Rogers, implement a program for updating these DTA50 remotes to work with all TVs, past present and future.
1. Have 2 choices when you start your recording late:
-Record from the start of the show with the help with your rewind live tv technology
-Or, Choose to record at the time you pressed REC on the remote.
2. Answers call on your TV (TV answer call). While its already pretty good that they have TV call display, why not upgrade it by answering the calls on your TV? Its just like a cordless phone. Also, when it displays the caller, it should be like this: http://communityforums.rogers.com/t5/media/gallery
3. TV call display/TV answer call using wireless? So if someone calls via your wireless device, and its the same account with the TV, there will be TV call display and TV answer call!
4. Reminders app. Its useful if you want to set a reminder so you wont forget that thing when your watching TV.
5. Glowing remote. It will be useful because if watching TV in the dark and you dont want to press the wrong buttons on the remote.
What do you think?
With the beginning of the new TV season, I've started to schedule recordings of my favourite shows using the "first run on this channel" option. Even though this option has been found to be unreliable for whatever reason, I was getting tired of missing scheduled recordings using the "this day, this channel, this timeslot" option because of the many times show start times were getting jerked around by 1 minute, resulting in missed recordings.
It seems the only reliable way of not missing a show might be to record "on this channel at any time". But therein lies another problem, ending up with a multitude of duplicate recordings to delete. This would not be so bad if Rogers identified series in the description with the season and episode number. This is so simple, it's a mystery why Rogers won't do it. Just look at the TV listings on Yahoo Zap2it. All series are identified that way, so that information can't be hard to get. There have been many complaints and discussions over Guide Info descriptions. They're either too brief, or have too much irrelevant information. Putting the season and episode number at the beginning of series descriptions should be a no-brainer.
**edited labels** ~RogersMargaret
Over the past couple of weeks, the internet usage stats page has been unavailable more often than not. Opening a chat session to ask about the outage results in conflicting information being provided by the first level support people. Invariably, the first reply is that the system is being "upgraded" and will be available "this afternoon". Then, when it is not available at that time, the next chat session provides that the system is "down for maintenance" and will be available "sometime later today". When that deadline is missed, the next excuse is that the "system is having technical difficulties" and will be available when it's available.
Since my usage stats do not match those provided by the monitoring app that Rogers tech support told me to install, and since I have a cap, it is important that I can monitor my usage stats so that I can report any discrepancies promptly.
My idea is that Rogers should provide their first line chat staff with true, accurate information on when the system will be available. Rogers should also provide this information by a broadcast email.
Further, if a customer goes over his usage cap while the system is unavailable, Rogers should waive all overage charges for the days that the system was unavailable.
For almost 2 weeks now, I have been getting a text alert everytime I have a new voicemail. There was no recent change to my plan or service and I did not opt in for this kind of notification.
It is a ridiculous idea. It's 2014, every cell phone on the planet gives you a notification when you have a voicemail, there's absolutely no need to get a text message as well, telling you that you have a new voicemail. These texts are delivered from the phone number of the person who left you a voicemail, cluttering up your text threads and notification areas with these messages telling you that you have a new voicemail. Unwanted and unecessary.
Speaking to Rogers customer service and a manager over the phone got me nowhere. They claimed to not really know why this was going on, but then explained that it was a new feature of all Rogers voicemails, and there's nothing they can do about it. I left a complaint with them, and was advised to make a post about it here. I know many people who are with Rogers and are not getting these texts, so I really don't know what's going on here.
It seems as though it's a feature Rogers is rolling out, maybe slowly, maybe it's a technical problem with my service - there are no settings on my phone that I have found which are applicable (Samsung Galaxy S2), and Rogers representatives maintain that it's an automatic part of the voicemail now and can't be disabled - but if this is a case of Rogers just giving us things we didn't ask for, and don't want, then maybe it would be a good idea to give people options.
I know a lot of companies, especially digital-based companies like Google, Facebook, etc., install new features and don't give people the option, they wait until there are enough complaints to warrant a rollback or some option-based service. This is bad customer service, but some companies can get away with it. There are no other Facebooks or Youtubes the most people will consider switching to. Rogers, on the other hand, is different. There is quite a lot of competition in the market place, especially with cell phone service, so giving your customers automatic services they don't want, might not be a good idea for you guys (the "ringback" idea comes to mind).
My phone already gives me a notification when I have a new email, I don't need a text message that tells me the same thing. Granted, there might be 100 people in the country who think this is a good idea, but how about giving us the option?
**edited labels** ~RogersMargaret
With the ability of certain wireless devices to switch from cellular to wifi calling, (iPhone6 etc.), it would be advantageous for Rogers to enable the service at no additional cost.
The use of wifi would benefit those customers who are affected with poor cellular reception in the home, at the office or other public areas that could have a wifi hotspot service.
There is no benefit to the consumer to apply a hardware lock on wireless devices that restrict use to the carrier.
While the CRTC has mandated that phones must be unlocked at the request of the consumer after 90 days, a fee is applied by Rogers of $50.
In the interest of fairness, it would be a smart move for Rogers to waive any fees for this unlock, which was not requested by the customer, and only benefits the carrier.
Apple does not lock phones when a consumer purchases a phone outright. It would only be fair for Rogers to unlock the phone at no cost either on outright purchase of the device, when the contract expires, or on settlement of the HUP fee.
Currently, the RogersOneNumber is connected to the MyRogers login to register one wireless number.
I have three wireless numbers and there is currently no way to register more than one wireless device.
Please consider allowing all devices to the RogersOneNumber. (There is a very weird workaround which requires a user to make a 'dummy' MyRogers account, but it does not work with the iPhone or Android app)
I have all the Rogers services, including 2 cell phones, none of which are mine. My personal cell is part of my employer corporate plan. The issue is I cannot use the MyRogers app on my (corporate) cell phone because the app keeps trying to read my cell phone number and says it cannot display any info, even though I enter my credentials from MyRogers.com. Please modify the app to use only the MyRogers.com credentials so individuals like myself can benefit from the app or create a new app which mirrors the MyRogers services on the web (Rogers.com).
This would be useful, so once someone starts a live chat session, the rep can check the account without asking the account number, etc (safesend). If the account has multiple Rogers accounts to manage, it will ask which categary for support before starting a live chat session. Anyone agree?
Anyplace TV is pretty terrible right now for watching sports.
**edited labels** ~RogersMargaret
I just spent about 90 minutes of my precious weekend chatting online with Rogers support, trying to get a basic problem solved. Specifically, for the past few weeks, when I try to open the 'My Account' app with my Blackberry Z10, I get the error message: "Sorry but we are unable to display your details at this time. Please try again later."
After being passed between six chat support agents during the approx. 90 minute chat session, the final agent informed me that this is a problem known to Rogers, that an update to the app will be required before it will work again, and that I should use the my web profile to check my account details in the meantime.
Based on my experience today, Rogers can improve its customer service by:
(1) Publicly broadcasting and posting known technical issues with its products and services through the obvious channels, including social media and rogers.com/support.
(2) Improving its internal information sharing regarding known technical issues, among its customer support and technical support agents.
Here more details on all of the above.
The customer care agent who I initially connected with determined that I needed help from wireless tech support. I was then connected with Henry, who determined that in fact I had an E-care issue, and passed me to an E-care agent. The E-care agent asked three questions, infomed me that I had a wireless technical problem, and passed me back to wireless technical support. There, I was again connected with Henry, who promptly passed me back to E-Care. When Bernadette in E-Care then tried to pass me back to wireless technical support for the third time (!), I objected. After asking me to "wait a moment", she returned eight minutes later, and then attempted to create a technical support ticket. She was unable to do, after noting that I had a business account. She then passed me to Abdul, in business customer support. Only four minutes into his chat session with me, Abdul advised me that, "I am really sorry to say that currently there is an update needs to be done in Rogers app and we are directing customers to use the rogers.com/bss website instead and check their usages."
In a case like this, I expect that I ought to be able to find this news by googling "Rogers 'My Account' Blackberry" and seeing a recent advisory on the subject be included among the top search results. This was the first step that I took today in trying to deal with my problem. I went further, by directly checking for updates in the app's description page in Blackberry World, as well as checking Rogers Twitter support, and searching the support section of rogers.com. If this is a known problem that has been affecting a significant group of customers for days or weeks, why on earth am I not finding a prominent advisory provided by Rogers about it, when I check all of these places?
And when I finally reached out directly to Rogers for help, why on earth were four of the five people from support who chatted with me today, in the customer service, E-care, and wireless support groups, clearly unaware of a known technical issue that is affecting a broad group of customers?
Obviously this experience indicates the opportunities for customer service improvement that I have expressed above.
We’re looking for your input about how we can improve our service and support experience.
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