Horrible Service

[MarkSarook]

No internet for 3+ days now.

First day on hold for 2 hours. They say it's a area problem and will be fixed in a day.

Second day on hold for 90 minutes. The agent said that my ticket got closed and it never was a area problem. Will be fixed in a day.

Third day on hold for 75 minutes. Guy can't fix it, and needs to send someone. Can send a tech to fix the problem but only on their schedule. I explain that I'm not losing wages to fix their problem, so I can't be away from work for this. Agent says that's just the way it is, so got to wait until Saturday. I tell him not to send me a survey about my experience, because this experience SUCKS. I told him I wouldn't be flattering. Guess what he sent me? A survey to review his work. 0 stars. They're not willing to bend how business is done to keep customers happy? Rogers sucks! Like seriously, if Rogers employees were on the other side of it, how frustrated would they be to be on the other side of this?

***Edited Labels***

[RogersMoin]

Hello, @MarkSarook.

We appreciate you joining our Community and sharing your recent service experience.

The Internet service is crucial, and prolonged interruption can be inconvenient.

When there is a single fault issue while a neighbourhood interruption is in progress, it's not possible to correctly identify the single fault problem. Once the neighbourhood has been restored, we can accurately isolate the single fault connection and look into booking a service tech to restore the service.

We can secure the first available slot depending on how booked the tech calendar is. It's disappointing the service tech could only be booked on Saturday.

We strive to provide you with the best-in-class service; sometimes, we fall short due to various variables. The surveys are system-generated, so an individual rep can't send a survey.

I hope your service has been restored today. Thank you for your patience and understanding.

Regards,
RogersMoin