Customer Service Feedback

[tlebuffe]

The only thing going for you is that you are a monopoly.  It is robbery how you do business and overcharge for lousy service let alone services with "known issues".

I have spent hours the last 2 days contacting your organization speaking to a mixture of agents that range from being absolutely horrible at customer service to very helpful.  First suggestion, an agent should ask a customer what they are calling for before assuming they know, reading notes on accounts and starting to speak about something that isn't what I am calling about.  Furthermore, the best is when they have no clue what the issue is and state they are going to transfer me to customer service.  The very department I originally started with that advised me to contact the loyalty department.  Actually, they sent a ticket of which the loyalty department was to contact me but never did.  When I asked the agent "what I was calling for" and she stated I don't know, but, somehow she determined the customer service department was going to be more helpful.  I asked for her manager he was rather resourceful and helpful.  3 hours later on the phone (not including hold time) he made all the necessary adjustments to my account. ..ty

Later that evening, once I arrived at home, the TV channels did not work.  Called Rogers today, passed around 3 times.  Again because the first agent was poor and passed me to another department of which that was not the right place (at least she was service oriented and provided me with a tip for future calls), she transferred me to the 3rd department and again this man was service oriented and helpful.  He took various steps to try to help me only to discover my issue is a "known" rogers issue.  great!!!  He advised if the problem persisted to call back later that evening.

Fast forward to tonight, 3 online chats later and now my tv went from channels not working, to working, to freezing to a black / blank tv not working at all to being told it is a "known" rogers issue and if i want to be notified of the issue.  Please remind me, what exactly am I paying for?

Lastly, my email issue that I gave up on, I was also told today is a "known" rogers issue for the last year.

***Edited Labels***

[RogersYasmine]

Greetings @tlebuffe ,

We appreciate you joining us in the forums and taking the time to leave such detailed feedback about your experience and interactions with us. I'm awfully disappointed to hear that some of them haven't been up to standard. 😞

Customer service is extremely important to us and we want every interaction to be as positive and seamless as possible. We take your comments very seriously and will forward them to the appropriate teams for review. It will certainly help us improve and be better moving forward.

I am happy to hear that you were able to receive assistance with your billing concerns. If we are able to confirm that there is a known outage or service issue happening, we will gladly provide an adjustment for the affected days (usually after the issue has been fully resolved).

You've mentioned that you also had an issue with your email. Have you tried searching our community forums for any existing threads on the topic? Feel free to share the details here or by creating a new post and we'll do our best to help out. 🙂

Kind regards,

RogersYasmine

[imagehunter]

On March 27th my mother called Rogers and ordered a bundle that included 150 ignite internet,  home phone with Canada wide long distance and a tv package with 2 add on channels for $137/ month. She promised no installation or any other fees to get started. The install was scheduled for Monday April 1st between 2-4 pm. No one showed up to do the installation.  At 4:30 I phoned Rogers and spent an hour and a half on hold. At the same time I tried to use your online chat help and had an infuriating conversation with someone texting me like I was one of their millennial friends.  I would be nice if they had the slightest professionalism and texted in English. Instead I get "Can u check with ur order num. to see when is it gona Arrive." I got through to customer service on the phone and I was told someone would be right out. By 8 pm when Nobody had shown up I called again. Another hour on hold and I was told the computer had canceled the order. I was told the I.T. department needs to fix it and was promised a callback the next day. The next day April 2nd nobody called so I had to call back again. Another hour and a half on hold and when I explained what happened I was put on hold again and then your line disconnected.  I phoned back again and spent another hour and a half  on hold. When I explained the situation again I was told that I need to hold while they looked into it and I begged them not to put me on hold and about a half hour later she explained the I.T. department was still dealing with it and they would call me the next day to update me on the problem.  Shockingly they never called back.  I called back on the night of April 3rd and after a hour waiting on hold I was disconnected again. I called back and waited on hold again. At that point I was told they still hadn't solved the problem and I asked to speak with a manager if it she could guarantee I wouldn't spend another hour on hold. She said there were three of them so it  should be quick. After another hour on hold she apologized and told me it shouldn't be much longer then put me on hold again and once again the line disconnected. At that point I was raging and left it alone for the night.  The next day April 4th I called back (another hour and a half on hold) and because I didn't want to wait on hold for another hour only to be hung up on again I asked for a manager to call me back. Request denied. Can't be done.  I was told the problem is still ongoing and I.T. would contact me within 48 hours. By April 7th I still hadn't received a phone call so I called again.                      Two more hours on hold.  This time I spoke with a customer service representative and  was told the problem was with the old telephone number porting over and  she would look into it personally and call me back the next day.  You can imagine the faith I put I  to this happening. The next day... SHE CALLED BACK!!!!!! She gave me the option of having a new phone number to fix the problem.  My mom wanted to keep her old number so she said she would try to make that happen and would have to call back tomorrow. She did! On April 8th she said the old phone number would not work with the new account. I asked if the problem could be that we had a previous account with that number and suggested that we just reactivate the account. She put me on hold to ask about that and when she came back she said that the problem was fixed and tomorrow she would set up the installation.  She confirmed the price of $137/month no installation or any other charges. The install was scheduled for Saturday April 13th between 12 and 2 pm. They showed up on time and completed the installation with the exception of one of the add on channels. I  phoned back again and spent another hour and half ish on hold. I explained the situation to the representative and they added the channel.  I asked to be put through to someone who could discuss compensation for the 20 plus hours I spent dealing with Rogers and was put on hold again.  Another disconnection.! I am beyond infuriated now and decided that I would not wait on hold anymore.  So I typed this out to explain everything. Today my mom received an email telling her the bill was ready. It was not the $137 she was expecting.  You asked her for $328.89!
I'M losing it here. Someone needs to make this right!