25 year loyal customer very disappointed with Rogers.

[Ianp]

I have been a loyal customer for 25 years. I am paying $70/ month for a terrible plan. Roger's will not offer me a better priced plan. They will not escalate to a manager. The only thing they say is sorry we can't help you. Which really means pay more then new customers or cancel your account. The Roger's specialist are quick to ask if you want to cancel but refuse to offer actual customer service.
Why would a manager refuse to talk to a 25 year customer?
Why did Roger's stop offering customer loyalty plans?
Why does Roger's charge me $30 more a month than a new customer?
Why does Rogers charge more then most providers and offer no actual customer support?
Why should I stay with Roger's?

***Edited Labels***

[57]

---

@Ianp wrote:

1. I am paying $70/ month for a terrible plan. 
2. Why would a manager refuse to talk to a 25 year customer?
3. Why did Roger's stop offering customer loyalty plans?
4. Why does Roger's charge me $30 more a month than a new customer?
5. Why does Rogers charge more then most providers and offer no actual customer support?
6. Why should I stay with Roger's?

---

1. Why?

2. Because they are busy and most CSRs will not escallate unless it's a major issue.

3. Because they are a corporation trying to maximize profits.

4. Because new customers get a plan that is introductory pricing, which expires after a period of time and they need to then pay regular pricing like you.  They cannot offer "loss leader" pricing to "loyal" customers.

5. You'll probably find that most providers are similar these days, especially if you are not a new customer that they are trying to "groom".

6. Inertia?  Pain in the butt to change providers?  Up to you.

7. If you wish to stay with Rogers, you may wish to ask for the "cancellation" department to see if they have anything better to offer. Sometimes, if you cancel, you will then get a call from "retentions" or other department to see if they can keep you or win you back.  Basically, you get what you negotiate and it can depend on the CSR you get.

[Ianp]

Well if everything you said is true then Rogers has also lied to me. I was told they don't have a cancellation department. They do not have a customer retention department. If they are busy why did Roger's just have a major lay off? To maximize profits which = gouging customers while giving worse customer service. You say other companies are just trying to groom me only to charge me more later is false and a disturbing way to try to hold on to a 25 year customer.

I am changing providers unless Roger's contracts me very soon. Roger's always charged a little more but had the best customer service. Now they charge double and have the worst customer service.
Not sure why a community expert would help push a customer to another company but I guess Rogers really doesn't want to keep loyal customers.
Thanks for showing me that I am correct that Roger's truly dosen't care about there customers especially long time loyal customers. Very disappointing.

[57]

---

@Ianp wrote:
1. I was told they don't have a cancellation department. They do not have a customer retention department. 
2. I am changing providers unless Roger's contracts me very soon.  Thanks for showing me that I am correct that Roger's truly dosen't care about there customers especially long time loyal customers.

---

1. Although there may not be dedicated "departments", there seem to be agents who specialize in matters of retention, or cancellation or win back. See the following post from today:

https://communityforums.rogers.com/t5/Account-Support/Rogers-reneged-on-an-accepted-loyalty-deal/m-p...

2. You may wish to PM the mods on this forum. I have always found them quite useful, however, agents at Rogers don't seem to have as much latitude as years gone by.

When logged into the forum, click on @CommunityHelps  .  On the page that comes up, you'll see a link on the top right of the screen to "send a message".  If you're using a tablet or phone, you may need to switch your browser to the desktop version. How to do that will depend on the device but a web search should find it.  There may be some back and forth required while Rogers get your personal information to look into your account.  Personal information is not allowed in this forum.  

When logged into the forum, check the envelope icon at the top right of the screen for messages.  You would usually also receive an e-mail that you have a PM, but it may have ended up in your spam folder...