Horrible customer service

[wendyraven]

Rogers must be hiring anyone for customer service whether they have experience or not and just telling them to sell stuff.  When I call in with a very specific and I think simple request and they try to help me with everything except my original request, that tells me that Rogers doesn't care about their customers, only profit.  Even if the rep can't help me, I would appreciate it much more if they just told me that instead of wasting my time.  What was my request you may ask?  Maybe it wasn't as strait forward or as easy to understand as I say.

I used both online chat and called in because I need to get get a new phone so was looking to do an upgrade on the phone on my line.  I had a specific phone in mind.  I was looking to get the S23 Ultra 512Gb phone on the upfront edge.

Both people I told I had worked it out and there was going to be a $15/month difference on my bill so I wanted to know if there was anything they could do to save me the additional $15/month so my bill would be the same afterwards as it is now.

They both quoted me on new plans whereby my monthly bill would be more.  Either they didn't understand or they didn't care what I was looking to do.  I don't care if there is nothing more they can do, just tell your customers that instead of wasting their time.  Our time is important. 

***Added Labels***

[RogersJo]

Good Day @wendyraven, 

Yikes! Shopping for a new device is generally an exciting time and I'm sorry to hear that it seems to have been quite the opposite. 😥 As a consumer myself, I totally understand how you're feeling and I can assure you that this is not the experience we want you to be having. Exceptional customer service is very much at the forefront of what we aim to provide. We most certainly appreciate your loyalty and tenure with us and the last thing we want to do is waste your time.

The cost of devices have in fact increased over the years. We have since rolled out our Upfront Edge and Financing options to try to make things more affordable while perusing for a new device. It sounds like your current plan is incompatible with your upgrade request thus requiring a plan change.

With that said, do you have any other products with us at this time? If so, we can have a gander to see if we can perhaps find any potential savings on your other service(s) with us to offset the $15 difference. Feel free to send us a private message to @CommunityHelps so we can get started. If you're not familiar with our messaging system, click here.

Cheers,

RogersJo 
 

[Vai]

Truly truly worst service. Their chat agents are worse than the phone ones. And the phone ones keep you on hold for so long you feel you are better off paying the extra bucks you trying to dispute. Three agents in one day and all useless. I shouldn’t have moved to Rogers.

[ruknatasti]

Yup, this company is absolutely awful these days. They were never good, but they seem to have sunk to new lows recently. Not wanting to wait an hour on the phone, I did a request through chat. Made my request perfectly clear, confirmed what they were going to do, then they did it wrong. Knocked my text messaging service out for five days. There was no ambiguity in my request, I confirmed very clearly what I wanted done and I have the transcript to prove it as well, truly an incredible display of incompetency on both the employees part as well as Rogers. This is what happens when the majority of your employees speak english as a second language. For a communications company to be so awful at understanding the basic elements of communication is hilarious and pathetic. Then when I reached out to them it was basically "too bad, so sad, it's fixed now so go away". They wouldn't accept accountability, wouldn't explain how such a grievous error would happen, and wouldn't let me speak to a supervisor as their support team didn't feel it was warranted. Excuse me? Almost 20 years with them, never asked for a chat with a supervisor until it was very warranted and they refused.

Awful customer service from start to finish, they truly don't care. I've since switched providers for my cel.

Now my business is currently using Shaw SmartVoice, which unfortunately is also now under the Rogers banner so I'm going to be switching to a competitor because I know exactly what type of service I'll receive under the Rogers banner. Everything they offer is inferior from the quality of their customer service through the range of their products, including Sportsnet and their abysmal NHL coverage. I abhor Rogers and can't wait to have my final product(which I didn't even choose Rogers for in the first place) with them switched to a competitor.

[RogersJo]

Good Day @ruknatasti! 

A warm welcome to the Community! 😊 Thank you for bringing this to our much needed attention. Almost 20 years is eons and we most certainly appreciate your loyalty and tenure with us. I can assure you that ensuring we provide you with exceptional customer service and a positive experience is definitely at the forefront of what we strive for. I'm truly saddened to hear about what transpired thus far.

As we are a company that stands for inclusion and diversity, we employ many walks of life. With regards to connecting with a manager, you can certainly do so through many avenues listed here. We'd hate to see you go. With that said, we'd be more than happy to try to find a resolution with regards to the issues you've been facing.

Please feel free to send a private message to @CommunityHelps so we can assist you further. For more information on how our Private Messaging system works, you can find out more here.

Regards,

RogersJo
 

[MarG-]

I just came from the Rogers store in Shawnessy (Calgary). I went to get a new iPhone and the man was so contemptuous of me that I left. Mind you … I did tell him how rude and disinterested he was. I even showed him by mimicking him. Hands in his pockets, sighing every time I spoke, grunted, belittled me when I asked him to repeat himself. Ditto for calling them. Wait on hold for 4 hours for someone to transfer me. Another 2 hours. Given the wrong information by 6 people incapable of even trying to understand my service issue. Horrible horrible horrible.

[RogersZia]

Good afternoon @MarG-,

It is disappointing to read about your recent experience with the store rep. If you could provide the details of the store we'd be happy to bring this to the store manager's attention.

Happy 2024!

RogersZia

[MarG-]

The bigger of the 3 in the shawnessy Rogers. He should not be in customer service. He’s a horrible man. I can go back this week to get his name?

[asma1559]

A customer service representative was yelling and screaming at me during a simple bill inquiry. It was a horrifying experience.

I recently switched from Bell to Rogers Internet after a door sales representative came to my house. I told them I already was with Bell, so they offered me a good deal and said they would waive installation fees. They did not tell me about a pro installation fee and I didn't even know it existed until it showed up on my bill. Unfortunately, when I received my first bill there was a installation fee (a 39$ and a 110$ one) which was supposed to be waived according to the promise the sales rep made. I have tried calling and connecting to chats but they take over 2 hours to get a hold of someone and then they hangup or disconnect. I finally got a hold of a representative but she could not speak English properly and was extremely rude. She was abrasive, mannerless and her first greeting to me was “Are you really Asma?”. When we asked her if she could escalate the issue for us, she instead told us if we dont like the service that we can cancel it and that she will cancel it for us. We never even mentioned cancelling our service, just that the installation fee was a problem. She again threatened to cancel our service. When we tried to ask for her name and employee number but she did not want to give it to me. When we asked asked to speak to a supervisor or manager she said wait 30 mintutes and she is connecting us. Then she pretended to put us on hold and was listening to our conversations. When we tried speaking to her she started yelling and interrupting us. It was a terrifying experience. I asked to speak to her supervisor again and she told me she doesn’t have to allow us to talk to the supervisor.

This experience was scary and frustrating , a person who was supposed to help us was yelling and threatening to cancel our service. She should not be working a customer service roll if she thinks its okay to behave like this. All we want is the deal Rogers sale representative promised us.

And now we found out she indeed canceled our service. We did not send a cancelation request nor did we receive an email saying our service would be canceled. At 12am our service just stopped. How can a customer service representative just cancel our service? This is not right.

[RogersJo]

Good Day @asma1559! 😊

Yikes! I'm saddened to hear about your billing inquiry experience. Ensuring that you receive exceptional customer service is very much at the forefront of what we strive to do. This is most certainly not the type of experience we want you to be having. We are elated to have you on board with us! As a consumer myself, I can imagine how surprising it was to see an unexpected bill charge on your very first bill.

I noticed you have since connected with us via PM and you mentioned that the technician had advised that the reactivation process would take 24-48hours to be resolved. Has the issue been rectified since? Have we had the chance to take a look at the Pro-Installation charge as well?

With regards to your customer service experience, we can absolutely pass along the feedback. In order to do so, we will need to gather some additional details about your interaction. Feel free to send us another message via PM and we'd be more than happy to go over the details of the incident. 

Looking forward to hearing from you,

RogersJo 
 

[somebodytyutk]

Imagine being on hold for 1 hour and 30 minutes...seriously this is outrageous.I had the best time at bell but against my better judgment I decided to give Rogers a chance (big mistake). I think I will be going back at the end of this contract.

[RogersZia]

Hello and welcome to the Community @somebodytyutk,

I know the past couple of weeks we've had really long wait times and it's not easy to stay on the phone for hours upon end. We are trying our best to get to all the customers as quickly as we can.

If you're still looking for account or tech support you can send us a private message @CommunityHelps so we can assist you further. You can also contact us through Facebook Messenger, X, or Instagram. 

RogersZia

[gidawgg]

Yes they are always trying to extract maximum revenue per customer and to monetize the relationship,