Feedback - Frustrated with Rogers’ Constant Plan Upselling?

[cleopatra_snile]

Every time I try to upgrade my cellphone, it refuses to let me keep my current plan! Instead, it always forces an upsell, which is absolutely ridiculous. I don’t need to pay more for a plan I don’t even fully use—I just want to upgrade my phone, not my bill. On top of that, the Rogers website is a complete mess. For the past four days, I’ve been trying to check inventory for the new Samsung S25 Ultra because the in-store offer is better ($19/mo. versus $39 Exclusive to Me or $54 online), but the website is useless. I’ve now driven to three different Rogers stores, and none of them can give me a straight answer because Rogers doesn’t have a functioning online system to track stock.

Oh, and let’s talk about these so-called Exclusive to You offers. Every time I log in, I see deals tied to my number, but—just like I said—they always come with an upsell. For what? I barely use my 80GB, yet Rogers wants to “exclusively” offer me 200GB for $65/month. But wait—there’s a catch! That price only applies if I enroll in automatic payments, which I don’t want to do. Without autopay, the real cost jumps to $75/month. No thanks! I’m happy paying $55/month and wish Rogers actually offered better value instead of pushing unnecessary upgrades.

How does a major telecom company have such an unreliable website, misleading pricing, and a system that prioritizes upselling over customer loyalty? Absolute rubbish.

***Edited Labels***

[RogersMoin]

Hello, @cleopatra_snile.

Thank you for joining our Community!

We truly appreciate you taking the time to express your concerns, and we understand how frustrating it must be to navigate the challenges you’ve described. You value simplicity and transparency, and we want to ensure you feel supported in finding the right solution for your needs.

Regarding the Exclusive to You offers, we completely understand your desire for value that aligns with your usage. It’s important to us that you feel these offers are tailored to your needs.

We value your feedback and are committed to improving our customer service experience. We are constantly working to enhance our systems and processes to ensure a smoother and more transparent experience for all our customers.

Regards,
RogersMoin

[Pauly]

I too have been very frustrated by the forced upselling.  I had to resort to changing to a BYOD plan, and buying phones directly from google and samsung or apple instead of going thru rogers.  I do not care if it costs more upfront, but in the long run, its actually better for me as I do not trust the financing and all the mistakes they make, plus the best thing is keeping my plan fees the same and not being forced to go to a higher plan.  lots of people fall for this scam and only care about a new phone but are not financially literate to care about how much they lose out in the long run, this is the worst decision someone can make.

[cleopatra_snile]

I completely agree, Pauly! The forced upselling is beyond frustrating, and it’s clear Rogers prioritizes profit over customer loyalty. I’ve also considered going the BYOD route, but it’s frustrating that we even have to take such extra steps just to avoid getting scammed into a pricier plan. It’s ridiculous how many hoops they make customers jump through just to keep what we already have. And you’re absolutely right—so many people don’t realize how much they’re losing in the long run because they’re focused on just getting a new phone. These ‘Exclusive to You’ deals are anything but exclusive; they’re just cleverly disguised price hikes. Rogers should be rewarding long-time customers, not pushing us into unnecessary upgrades. Honestly, I’d love to see them focus on actual value instead of shady pricing tactics. Until then, I guess we have to work around them to avoid being taken advantage of.

[cleopatra_snile]

Seriously, Rogers? Did you even read my complaint, or is this just another copy-paste PR response? A “commitment to improving customer experience” means nothing when your company continues to pull the same shady tactics year after year. Let’s get one thing straight: advertising an in-store-only deal that no store actually has stock for is false advertising—plain and simple. I wasted four days driving around Port Coquitlam, Coquitlam, and Surrey, and not one Rogers store had the Samsung S25 Ultra or could even tell me when (or if) they’d get stock. Either Rogers has no stock, or your inventory system is completely useless—either way, it’s a massive failure on your part. So, what’s the point of this so-called “deal”? It sure looks like a deliberate scam to frustrate customers into giving up and paying the inflated online price instead. 

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Get on Canada's largest and most reliable 5G network* with the new Samsung Galaxy S25 Ultra 256GB for just $19/mo. (after bill credit, plus taxes) for 24 months with financing1 and Save and Return3 when you return your device within 2 years and with eligible trade-in on select plans. In-store only. Pricing includes bill credit of up to $850 if you trade in an eligible device2 and up to $623 Save and Return Amount.3 

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Offer ends February 18th

Full price: $2,320 

And let’s talk about these “Exclusive to You” offers. What a joke. Every time I log in, I see so-called “deals” that are just sneaky ways to force an unnecessary upsell. I don’t need 200GB, I don’t want to pay more for a plan I don’t use, and I’m certainly not signing up for autopay just to avoid another price hike. Stop pretending these are “exclusive offers” when they’re just a way to squeeze more money out of loyal customers.

If Rogers actually cared about customers, you’d do the following—right now:

1. Provide a real-time online inventory tracker so customers don’t have to waste time chasing nonexistent stock.
2. Stop running fake in-store promotions that are impossible to redeem.
3. Let customers keep their existing plans when upgrading phones instead of forcing a more expensive plan.

Your customers are sick of this nonsense. So, how about a real answer instead of corporate fluff?

[Pauly]

cleopatra_snile it is indeed more than frustrating, the interesting thing is we all know this constant upselling will never go away ever.  Rogers takes care of their shareholders but who takes care of the customers?  we the customers should form a strong community and look after each other with helpful advice and push back against these forced upselling.