Customer Service

[Kookla123]

Just spent more time trying to do something Bell made so easy via self serve. Not Roger’s - everything takes that much more time. I tried to cancel an “extra” cost specialty tv channel I never watch. Vis self serve - it kept bouncing me back to the same page of “confirm changes”. Ultimately bounced me to “live chat or call”. Tried live chat “Anna” - to no avail 🙄Selected to speak to a“specialist”. 9 people ahead of me - finally got “Specialist”. She advised she was in my account already and therefore had authorization to help me. Told her the issues I was having and my request to simply cancel the channel. She needed 3 - 4 minutes to review my account. Waiting … waiting… comes back and asks why I want to cancel the channel. (Excuse me? Do we now need to give a reason why if we are paying for the channel?) It was incredibly frustrating trying to complete a very simple task - made more so by “Specialist” trying to up/sell more products and services. Roger’s has the worst on-line self service and needs to stop focusing on trying to sell us more services and focus on fixing the issue at hand

*** Edited Labels ***

[RogersYasmine]

Hello @Kookla123 ,

Thanks so much for visiting us in the forums and for sharing your feedback!

I'm so sorry to hear about the disappointing experience you had when trying to downgrade your TV services. Unfortunately, when it comes to removing TV channels, you are required to speak with our Customer Care team as they need to ensure that doing so will not disrupt any other services or promotions that you may have going. 

In addition, we also like to know the reason why a customer is removing a certain product or service as it helps us better understand if there is an issue causing this decision. It's really important for us to know what is working for a customer and what is not, and why, as this feedback helps us to find ways in which we can improve our products and services moving forward. Sometimes, if it's due to cost, we'll try to offer a more cost effective solution if one is available. I do apologize if the interaction didn't meet your expectations. 😞

We appreciate your understanding and hope for a much better experience in the future!

Kind regards,

RogersYasmine