I just need to vent...
Earlier today I went and purchased a Netbox 3.0 from a Rogers store. Apparently the individual who sold us the box didn't add it to our account when we purchased it. It was paid for directly with a credit card, not through our account. I come home, hook it up, and call to activate it. First, the phone number on the box under 'Call to activate' leads to the Rogers Retail Support line so then I call the number that was on the TV screen. From there I work my way through the menus to get to technical support so that I can get someone to activate the box. First person tells me that I need customer service because the box isn't showing on our account so I get transferred. Second person tells me that she sees no record of us paying for the box (we DIDN'T steal it!) so I offer to email her a copy of the receipt which shows the box serial number. Nope, not possible, and proceeds to tell me that the only way I can resolve this is to go back to the store. I told her that I was just going to call them and she insisted that I had to GO to the store. I hang up with her and call the store. The person who answered the phone can't understand why the customer service person couldn't resolve it over the phone. He tells me that they are all busy and that the salesperson who sold us the box would call us back. He did call us back and after a few minutes I was up and running.
I don't understand why it all had to be so complicated.
Solved! Solved! Go to Solution.
Good afternoon @bullzie,
I understand the frustration generated by this situation and the inconveniences it may have caused you.
Thank you for sharing your experience with the Community!
I'm definitely glad that this was sorted out and that you can enjoy your new digital terminal
Don't hesitate to let us know if you need help with anything else -
I can explain why it ended up being complicated for you.
When a work order is set up to be completed in-store, only the store can work on it. So when you picked up your Nextbox, it had to be registered in the account by the store and they had to close out the order. No other group would have had access to do register the box or close the other.
Wow really? Have things changed recently?
A few years ago, I bought a Standard Definition Set Top Box from a Rogers Authorized Store, as well when we bought a new HDTV, we were offered a Rogers HD receiver for a discounted price. BOTH times I had to call Rogers Cable Customer service, gave them the Serial Number from the Scientific Atlantic Set Top Boxes, and they were successful in adding them both times to my account.
So has things changed where the actual retail store is now calling Rogers to activate the box for you?
I actually had NO PROBLEM calling in myself to activate them, I actually believed this was pretty normal.
Even if the store failed to do it, why can't a call to customer service get it activated using the serial number?
As long as it's not on a stolen list or attached to another account, I don't see why customer service couldn't do it.
The previous box we purchased came from Best Buy and it was a simple buy, take home, hookup, call the 800 number, give them the serial number, and box activated. Very easy and straightforward.
I just got my parents up and running with a HD box from Shaw and it was just a case of logging into their online account and clicking the 'Activate a digital terminal' link and putting in the serial number. So much easier. Sidenote - I wish Rogers had boxes like Shaw...I am jealous of how responsive their box is to remote clicks. I find both the NB 2 & 3 are painfully slow to respond. The Shaw interface was also much nicer and more colourful. But alas, I digress.
Once again, I am left floored with the service from Rogers. After 10 years of being loyal to Rogers,, I'm moving to another carrier. Get upgraded to a new phone, new plan, then in a matter of 10 minutes am told I'm not allowed to have the plan and suddenly can't even go back to my original old plan! Not only that, she expresses absolutely no concern when I ask to have my phone cancelled so I can search for alternative carriers. Rogers, some parting words. Your oldest customers are your backbone.