Rogers recently introduced a new feature in the mobile app that allows users to change their phone number (screenshot attached). While this sounds convenient, my experience has been anything but. The number changing process was tedious, and despite my intention to change the secondary number, it changed my primary number instead. Not once, but twice. I lost two numbers and now have to inform all my contacts.
Having started as a developer and being an architect myself with many years of IT experience, this is a serious bug the engineers have made. I believe they relied on the account number in some logic and not the actual phone number, leading to the primary number getting changed. I don’t know if the architect messed up the design and wonder how QA did not test it properly.
I’ve spent hours in customer care queues, only to have my chat cut off right before getting help. This is a serious bug that needs urgent attention. Users shouldn’t have to pay the price—literally and figuratively—for a faulty feature.
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