Customer Retention

[MJPoole]

I have been putting off the task for a while but today I decided to tackle it - setting aside a full hour of my time to call Rogers Loyalty to discuss changing my plans for two cell phones.  I've been a customer for 25 years and the customer service experience has only gotten worse.  Bell offered me a much better deal and so I called Rogers loyalty to see if they would at least match or offer me something comparable.  The response I got was that they could only offer me the 2 offers on my file and they could not do any better or match the other offers I received from Bell or EastLink.  The customer service rep said her manager or anyone else could not do any better and that it doesn't matter that I have been a customer for 25 years they understand if I want to leave and take the other offers.  I was absolutely shocked!  Clearly Rogers no longer values loyalty.

*Added Labels*

[RogersMoin]

Hello, @MJPoole.

Thank you for joining our Community and being a member of the Rogers family for 25 years. As a loyal customer, your loyalty is incredibly important to us, and I am sorry that this was not reflected in the service you received.

We can explore the tagged offers on your account. Please send @CommunityHelps a private message. We detailed more info about our private messaging in this blog. 

Regards,

RogersMoin