Hello,
I have never been treated this poorly by Rogers or any other provider, for that matter. Roger obviously doesn't view me as a loyal customer. With Rogers close to 10yrs don't this account.
My story goes like this. On May 7th, I checked my bill and realized my old promotion had expired, and my bill shot up by $100. So I called and asked what kind of promotion they could offer to keep me around before I started shopping around. I was offered $59.99, 500mbps, and no contract, which is a downgrade, but I'm not locked in. Because my other home, I am with Bell, and I am paying $55, 1.5 Gbps download, 1 Gbps upload. So I am disappointed by this offer already. However, since this address is for my Dad and he doesn't need that much high speed, I accepted it at the time.
On May 9, 2024, I saw an email in my inbox, subject: "Kaho, your promotion expires soon." inside, a big box, "message now." I clicked it, and it eventually brought me to a Representative. That said he can only offer deals if i cancel the May 7th deal. I said "sure, cancel it only if you can offer me a better deal". and he cancelled it. Offering me a subpar deal, a 54.99 with 2 yrs locked OR 64.99 without the lock. So... I said this doesn't make sense, you didn't offer me anything better. Eventually, I ended up calling Rogers cause typing is not working. Spoke another representative, I told him about the situation he said he'll look into it, contacted his support team. finally after 1hr of waiting and talking, he said he will give me 54.99, 2 yr lock for 1.5gbps (what i am currently paying). I said great, let's do that. Now here comes the best part. after another 30 minutes wait, he said he cannot apply the 10$ discount for some reason, and need to forward me to the department that CAN. I said sure, he than forward me to a "sales" department, the guy that picked up was not brief about the situation, and he forward me to another rep. then after another hour of wait and talk. This last Rep said: you have 2 options, take the $54.99, 500 MBPS, 2yr lock Or $64.99, 500 Mbps with no lock. I took the 3rd option and cancelled my service.
Essentially, the first guy messed up my plan, 2nd guy couldn't fix it, forwarded it to the 3rd guy, who had no idea what was going on and forwarded me to the final rep to tell me something, I know the first guy messed up already. This whole process took over 3 hours.
So tell me Rogers, this is the right way to treat your client? As if the North American Rogers blackout wasn't enough to scare your customer away, this is how you do it now?
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