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File a formal complaint

VeganMan
I'm Here A Lot

I feel your pain. I've had nothing but ongoing hardward problems since I came back to Rogers about 14 months ago. Additionally, I had ongoing problems with Rogers staff, even in upper management where they say I could do something and then I find out that I can't. Additionally, I had one upper management to provide a full refund when a previous upper management said I would. They refused to look further into it and only offer part refund just based on an assumption. I did not accept so he took even part of a refund off the table. Because of that and his refusal to look further into it, I ask to talked to someone else and he said NO, and that there will be no further descussions on this topic and it is close so you need to pay the full amount. I said "Fine, I will just hang up and talk to someone else in management about it. I did that and they looked at the follow up notes and did in fact see the notes specifying that I would get a FULL refund on the exchange. And they refunded me. I just came on the forums today to see if I can find some info on how to make an official complaint of this guy in upper management. If I cannot find a way to make a complaint soon, I will take my complaint to the media -- easy for me since I was in that industry for years. Although I did get the refund, I never did get any of the phones that I was originally offered (for a price). I had settled on a used replacement iPhone 5 with 8gig over the iPhone 5s 32gig (or nokia 1020 32gig) Considering all this, I will be running away from Rogers (and fido) and moving to a different provider when my contract ends.

1 ACCEPTED SOLUTION

Accepted Solutions

Re:File a formal complaint

Meowmix
I'm a Trusted Advisor

Hello VeganMan


Unfortunately there isn't any way on here to get someone from head office or anything. This is a User to user forum. If u want to make a complaint, you can contact Rogers via Live Chat, Facebook and Twitter @RogersHelps. They can help u more.

View solution in original post

16 REPLIES 16

Re:File a formal complaint

Meowmix
I'm a Trusted Advisor

Hello VeganMan


Unfortunately there isn't any way on here to get someone from head office or anything. This is a User to user forum. If u want to make a complaint, you can contact Rogers via Live Chat, Facebook and Twitter @RogersHelps. They can help u more.

View solution in original post

Re: File a formal complaint

steve33
I've Been Here Awhile

Don't worry all they do is lie to me as well. and of course they NEVER have a record of what their employees promise (ie lie) people to get them to buy more stuff.   Horrible customer service.

Re: File a formal complaint

Meowmix
I'm a Trusted Advisor
Hello steve3

You can always ask the rep to leave a detailed note on your account of each thing they tell u. Then ask for the interaction number for the note on your account. This way they will know what the rep said. All carriers are like this unfortunately

Re: File a formal complaint

There may be good reps and bad reps.

Like meowmix said.. when you call in, get a transaction/incident/interaction #.
This is a reference to what was done on that 'session'.

 

If you feel that stuff was not done correctly, give a call back in later, and ask the next rep to pull up the #, and make sure that everything was done correctly.

 

You will find this, at every company unfortunately (seen it at multiple others).

Best thing is keep on your toes, inquire and ask questions, have them double check, repeat, etc.
Check your account settings after the change imediately (well sometimes within a few hours) for the changes to show up.

Call back to confirm set right.



Re: File a formal complaint

BSJxKingslayer
I Plan to Stick Around

Steve try and keep in mind, no one at Rogers would flat out lie to a customer, if you misunderstood something or regret changing to something you don't entirely like it isn't fair to lash out at the company. Everyone needs to be responsible for reading details and understanding all  fees.

Re: File a formal complaint

Meowmix
I'm a Trusted Advisor
Hello BSJxKingslayer

I wouldn't say they dont flat out lie. They do & many of us have caught them in many ways. I have had reps lie & give false info to me & my family many times & caught them & spoke to their managers, Its the fact the reps shoulnd't be giving out wrong info.

I do agree. The customer should always understand all the fees & read all the details on the contract. The rep should also explain the fees & details to the customer as well. I have seen alot of reps not only with Rogers but with most companies i have been with not read the fees / details to them in which the customer then gets told " You did not read it, its your fault" type of a sentence.

Re: File a formal complaint

odanhammer
I'm Here A Lot
As a past rogers customer who is dealing with issues with a final bill , i feel your pain.
First off if you have been dealing with upper management , you would be at tier 3 , you should be getting all names and id numbers from each person you talk to . Second off , do not say you can bring this to the media.. even if you work for global tv or the toronto sun , you aren';t getting a prime time or front page. Take the anger out constructively.
As you got the refund , there is no issue , outside of getting the run around. When your contract ends , leave , and realize its no better anywhere else.
Your lucky you at least got your issue resolved.
That or goto the BBB , and file a complaint and make a complaint with the office of the president.

Re: File a formal complaint

fierceflash
I've Been Around

Contact the Office of the President  You can only get a fax number. Rogers is the master of gate keeping. Anytime you speak to mnagement they will do whatever they can to transfer you to so many different managers and departments and tell you they dont have anyway to contact them. The love to push you to the rentention office so that you think they are doing something for you. I always take their name and ID # so that when my complaint finallys gets to The Office Of the President they can then deal with those people accordingly. Write everything down what they say and who said it.

 

I have had very successful outcomes with The Office of the President. Just the hassle of getting to them could have taken hours fooling around through transfer here and there until you get it.  

Re: File a formal complaint

IMC
Rogers Employee
Rogers Employee

@Meowmix: Many reps may give incorrect information, but it may be because they DON'T KNOW (not that they flat out lie). This is a training issue in this case.

Re: File a formal complaint

Meowmix
I'm a Trusted Advisor
Hello IMC


They are still lying no matter what tho. Giving false information they don't know = lying to a customer. That's how it works with any business. They shouldn't even give u a answer if they don't know it.

Re: File a formal complaint

Thats true.

IF they dont know the answer.. they should be saying "I DONT KNOW" not just making something up, or what they THINK is right.

Hopefully the new COO (think it was COO not CEO), follows through when he said the CS and training needs improvement and does get it done.



Re: File a formal complaint

manoj_k2211
I've Been Around

Internet is not working properly over one month

 

Hi Rogers,

 

I am getting internet issue over one month.

 

Some time, wired device are not working and sometime wireless device are not working

I called Internet technical support multiple times. As of now, they have already changed fourth device and I still have internet issue.

 

One tech removed filter from device (Good signal) in next hour other tech insert filter again (Strong signal).Every time I have to reset or some time it works itself and some time I have to call your technical support.

I was surprised, once Rogers Technical tech visited my place said, you guys using testing device in customer house. You need to test these device in your lab before providing to customer.

 

Here is device detail .(First Black color box ,then white color ,then white color with black dot ,then changed back to same Black color box Presently .)

 

I got internet from Rogers with thoughts that I am going with the best company but with the experience I have so far, I will say it is worst .Not solving the problem.  Calling Rogers almost every other day, wasting my time and get nothing out of it.  Can you please look into this issue seriously and escalate it .Please get it fixed ASAP otherwise I have to think for other provider.

Re: File a formal complaint

dhdt
I've Been Around

Hello Resident Expert,

I would like to find out how to file a formal complaint?

Is there a form or an email address you can provide?

Thank you

Renata

Re: File a formal complaint

BS
I'm a Senior Advisor

@dhdt

 

Welcome to the forums. I am not a resident expert, just a customer like you, but I think I can direct you.

 

Here is a link to the escalation and complaint process.

 

http://www.rogers.com/web/support/account/ombudsman/376?setLanguage=en

 

You are expected to communicate first with a CSR level contact (facebook messenger, twitter, community helps, chat, phone call).  I am guessing you have already.

 

Next simplest level is to submit a concern from you MyRogers.  They usually call you or contact you by your designated choice of contact within 48 hours.

 

Good luck with getting some success with your concern.

 

Bruce

 

 

Re: File a formal complaint

Wahid
I've Been Around
Hello sir or mam,
On Monday 02, 2020. I had faced 2 big issues with Rogers customer care. The only reason I am writing this complaint is, that I trust Rogers more than this. My problems started, when this morning I got to my workplace and I was surprised with a charged in my account that I wasn’t acknowledged at all about it ahead of time.
The first issue was when I saw my email/username is not analyze by Rogers anymore. After I call customer care, a gentleman solved it right away and also had no explanation why I am facing this problem.
Secondly, I talked with a lady about how I got charged without any notice. And how I have been told 3 years ago that I can have the same connection till I don’t want it anymore by one of the Rogers customer service in St. Laurent mall in Ottawa, ON as a person. After approximately 20 minutes, she passed my phone to another lady with the name of Dail. I can provide her badge number upon ask.
She was completely rude to me and without listening to my situation, she leaded me to Cancelation office. Therefore, as a loyal customer for Rogers and bring almost 15 customers to Rogers company without getting a penny from them. Only because of the best offer and best experience with Rogers, once again I am writing to the company to know about how some people treating customers in this company.

Re: File a formal complaint

Greetings @Wahid,

 

A warm welcome to the Rogers Community Forums and thank you for your first post! 😊

 

We appreciate your business and are grateful that you are able to put your trust in our products and services! That means a lot!

 

If possible, can you kindly elaborate a bit more on the issues you've been facing? We are not completely sure what you mean by, "my email/username is not analyze by Rogers anymore". Also, what were the specific charges that you received unexpectedly? How much and for which products and/or services, please?

 

If you'd like to chat about these concerns in a more private setting, we are more than willing to assist you. You may send us a Private Message @CommunityHelps to get started. For more information on how our Private Messaging system works, please CLICK HERE.

 

Kind regards,

RogersLaura

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