Dishonest "upgrade"

[Scodan]

I recently called Rogers with a technical issue and before I was transferred to tech support, the customer service rep asked me if she could look at my plan and see if I was interested in a new plan for less money. I agreed.

I was on a plan that had flex channels, a product I appreciated, because it gave me control over what channels I could access, and I could alter the plan as my children grew and our needs changed. She told me I would have access to dozens of flex channels and she compared my current cost including tax to my new pre-tax proposed cost without making it clear that the comparison was not post tax for both plans.

In the end, I went from a month to month, no contract plan, to a 2 year contract, I have no access to the flex channel program, and my cost is only $8 less after tax. The entire transaction was dishonest. I'm unhappy with this and will likely escalate, with the grudging knowledge that I likely have no recourse.

**Labels Edited**

[57]

You should have received an e-mail with the details of your new plan.  Does it state you have Flex?  If so, demand it or compensation.  The flex channels may take a couple of days to become available on MyRogers.  If it states some other plan, what is that plan?

Some people seem to be offered a flex plan even though the flex plans were discontinued late in 2023.

[Scodan]

The email does not mention flex channels, although the customer service rep told me I would have several dozen when I asked her about flex channels.

Not only that, but the email is not accurate when it lists what services were removed. The services it says were removed from my account are exactly the same ones that it says were added.

I'm terribly dissatisfied.

[57]

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@Scodan wrote: I'm terribly dissatisfied.

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1. If you're dissatisfied, then you need to contact them until you are satisfied. There's no reason to put up with a plan that you don't want, unless it gives you every channel you wanted.  You can PM the mods on this forum and they can assist.

2. You didn't answer my question as to which plan you are now on - Popular, Ultimate, Essentials???

[Scodan]

I'm on the popular plan. To be honest, I don't know if it offers exactly the same channels, but it certainly doesn't offer what I was told it offers. I don't know why I would've been told that I was being given flex channels when I'm not being given any flex channels at all, my main issue is that I am now on a two-year contract when I had no contract before, and I'm only saving eight dollars and I'm not even certain that I got what I wanted.

[57]

The time to do your research is before you commit to a plan. The Rogers website shows the various plans and the channels available on that plan for your particular location.

When the CSR stated that you would have access to "dozens of flex channels", she probably meant that you would be able to access the channels you currently have/watch under your current flex plan, but not that you would actually be able to change them.

Many people "misinterpret" what the CSR says, because they want to hear something that hasn't actually been said, although it can be misleading.