I need to advise Rogers and customers of an unexceptable customer experience at the Brockville Ontario Rogers Center on Parkdale Ave. I went to the store in Brockville to purchase a new phone and to add it onto my plan for my 84 year old mother in law. ( whom was with me). Our customer service rep was Olivia. From the start the answer to all my questions was no we cannnot do that or made me feel I was being a bother to her asking the questions I did. I needed some help and did not feel I was in the right phone store. She told me The process has changed and you cannot get what you saw on line. We cannot give you the same package. I was fine with that, I just wanted a new phone, put onto my plan and assistance to swith her old phone info to the new one. She lives in Brockville so I wanted to get the phone etc in Brockville. I was then told because I was not from Brockville ( I am from Muskoka) she had to get her managers permission. As she stood staring at me I requested she call her manager and ask. I was then told her manager would not get back to us as she was in a meeting all day. I then asked "what can you do for us, I would like to get my mother in law a phone and put her on my plan? I was then told by Olivia that there was nothing she could do and for us to leave the store. My husband heard this, looked at me and asked what can they do for us rather loud as both him and his mother are hard of hearing. Again we were asked to leave. I turned to Olivia and stated she could have done better with her customer service. I was told by Olivia : Don't roll your eyes at me" I have many years in customer service. We left the store with no phone no addition to my plan and my mother in law wondering what just happend. It is a shame that a store can represent rogers, but say they are not rogers and treat people with such disrespect. By the way... I have never been asked to leave an establisment nor has my 85 year old mother in law. This experience has affected us both and we will never visit or buy from the Rogers store in Brockville Ontario. I will let anyone I know about our customer experience at this store. I think Rogers should put a sign in the front window. This store carries our name but it does not have the same products or conections to rogers. The staff inside do not represent Rogers and customer servicemay not be the same as a regular rogers store.
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