Hold Time for Customer Support

[richard41]

Trying to contact Roger's customer service is very difficut.

On their website, all support options lead to either FAQs or talking to chatbots. These FAQs and bots can solve some problems, but there are times when a human operator is required.

Once I found the phone numbers to call by searching the internet (not their website), my call was held in a queue with music playing, telling me that I had to stay on the line or I would lose my place in the line to speak with a representative. Modern call services eiter (1) allow you to provide a phone number for call back so you don't have to waste time waiting on the phone for a representative or (2) tel you where you are in the line (e.g. you are in position 34 in the line, please hold). Roger's does none of this, wich means you end up wasting *your time* to receive a service that *they* are not providing in a timely manner.

I can't see how the people managing customer support at Rogers can have any respect for or understanding  of their customers when they make contacting support to fix problems with their system so difficult. 

***ADDED LABELS***

[richard41]

By the way, I wrote this message while waiting for customer service to pick up the call. That was over an hour ago. I'm still waitng.

[RogersCorey]

Greetings @richard41!

We don't want to see you feeling this way and would like to offer you support right now. 

What kind of support are you looking for today? If you wouldn't mind telling us a little bit more about your concerns, I'll do my best to help. 

~RogersCorey

[MATT393]

What's with Rogers extremely long wait times trying to reach an agent on chat? I've tried multiple times to reach an agent. Last week I tried multiple times to reach an agent, and I was getting a message saying, they are too busy to take my chat, and to try again later. Yesterday, I tried a few times, and there was 99 people before me each time. Honestly, this is ridiculous. When I finally reached an agent, I just got transferred to a different department, and the agent was confused. It's hard to believe that Rogers, keeps raising prices, but can't provide proper support when needed. What am I paying for?  

[20yearcustomer1]

OMG I just emailed them this exact scenario! 3 empty trasncripts emailed to me each time I fail to connect. I actually made it from 98th to 7th but then got dropped. And all I want to do is make a payment but I guess they dont want my money LOL

[badrbouhafra]

I never see any service worst than this one, 30 minutes in wait and still no one. They're just not there.

[RogersYasmine]

Hello @MATT393 & @20yearcustomer1 ,

Thanks for sharing your experience and we are so sorry for the longer than normal wait times! We are doing our best to get to each customer as quickly as we can. If for some reason, the chat hasn't been working well, you can also call in to our support teams at 1-888-764-3771 during regular business hours.

If you have a general inquiry about our products, services, billing, etc., or even a technical question, feel free to post it here in the community forums! We have many knowledgeable and helpful community members ready and willing to assist. 🙂

If your issue is account related, we can also provide help via PM. Simply send us a Private Message @CommunityHelps to get started.  

Kind regards,

RogersYasmine

[MATT393]

To be honest, I'm thinking about cancelling my home services because of the very long wait times to reach an agent on chat and calling in, and the lack of support when needed. It's unacceptable that, Rogers thinks this is ok when customers are paying. It's very obvious that Rogers is in debt, cutting back customer service hours, laying off employees, rising prices all while making customers wait, and it seems like Rogers is getting very greedy, and providing less customer service.  

[tdamclarku]

This is the worst customer support I have ever experienced. The only way to reach you guys is by phone and it takes over one hour waiting each time. Not to mention they can drop randomly while waiting or during the call and everything had to start over. I have been wasting over 10 hours for a simple request. I am thinking about switching all my services and telling all my family and friends to do the same if you guys don't improve.

[Crivens]

Any suggestions how to actually get support from Rogers? What happened? I used to be able to either chat with someone or talk to someone. Now it just took me 30 minutes to work out which menu option to press to get into a queue waiting to talk to someone. 15 minutes in the queue and still waiting.

[punamji]

Why am I waiting an hour on hold for rogers telephone tech support!!??? This is insanely bad service

[irener]

So I called because my home phone is down and used up almost all my cellphone air time waiting and still holding.  Tried online chat and also after 30 mins still waiting, no response from chatbot anna to say how long i still have to wait or my place in the queue.  This is terrible.

[Excustomer2]

Currently on hold for 38 minutes. Cancelled Roger’s due to extremely high fees and terrible service, data wouldn’t work and calls dropped constantly and being charged late charges when I paid on time. Now I have a credit on my final bill and can’t get anyone on the phone. Was a loyal customer for years and once I left they harassed me with calls and the other family member lines on my account daily. Now I can’t get a person on the phone. No one should hold for that long. They certainly don’t invest in customer service.  And I do not like it here.   That is an automated headline under my profile name that I can’t change.   

[vcoelho]

Agreed. This is ridiculous.