I was offered the same back in July when I signed up for the Ignite TV, internet and home phone package. When I contacted customer service I was told to wait for an email. When I called back to complain that I still had not received any email I was then directed to a website where I registered for this phantom gift card. After several weeks of waiting I called customer service again and was told that I needed to email somewhere called Helloworld Fulfillment which I did. I did get a response from Helloworld acknowledging that I had completed the registration for the gift card and was asked to be patient, that was two weeks ago. Now I am just getting the run around from them rather than Rogers who should be owning and resolving the problem.
Customer Service, if you are monitoring these complaints could you please take ownership of this issue and pay the people what you promissed.
So good news guys, this afternoon the email finally came in for me to register for that gift card.. this is approximately 2 months after my service was activated. We'll see if the gift card will come through..
How did you accomplish this? The process/business model is designed to frustrate customers to the point where they forget about it and move on. I believe there is no good faith with Rogers to honor this promotion - it's a catch me if you can deal. They have deniability using a 3rd party. You defied odds here.
I think if there was transparency on this process, users like us would be ok with longer than initially advised wait times.
Anyway, for my CCTS case I specified acceptable outcome is to have existing customers be credited for face amount on roger's acct, or provided a gift card as they were promised.
I am happy for you.
It was equally frustrating for me. At the end of the 6 weeks I had to have a rep send my case for escalation, on which I was told to wait up to another 4 weeks.. After that I just continued waiting and regularly checked my email. I wasn't expecting it either but this afternoon when i checked my email, it was there. Email came from 'Rogers Communication <firstname.lastname@example.org>' so you may want to keep an eye or search for that sender..
By now, I don't think I want to be excited yet.. I wont be satisfied until I actually receive the gift card.. I chose the digital version so hopefully it will arrive sooner and I will give more update..
Happy to hear that you've gotten close to the promised coupon. I've given up after getting repeated emails from the so called "office of the president", planning calls which never arrived.
It's dispicable behavior by a supposed reputable company. I'm out - best of luck to all.
I want to update the forum with status. After ccts complaint was issued, the Rogers office of president staff reached out and provided a resolution plan. I stated I want all others on forum to have similar resolution, but comment was individuals need to escalate through support staff.
I rejected ccts closure as I want to actually receive the gift card, and that others on forum remain impacted. I think this is fair.
I will say Rogers staff have been reasonable to deal with (for me a big change from 7 years ago when I was last a Rogers customer), but the company policies limit their ability to properly resolve something that should be very simple.
If you are new to the community, welcome! If this was your first post here, congrats! 🙂
Thanks for sharing your gift card experiences and we are disappointed to hear that you've been having some difficulty with getting your hands on the gift cards. This is definitely not the ideal situation or how we would have liked things to go.
@SidneyAnthony: we appreciate the PM!
@prnw: Just to clarify a few things, when did you activate your Ignite TV bundle with us? Have you already received the registration email and did you complete your registration successfully?
@JDS_Ott: We understand that this matter has already been escalated and is under review. We truly hope that your situation is resolved in a timely manner.
Please see below for the anticipated timelines of how the offer works:
- Installation of Ignite TV services must occur within 30 days of the offer being presented in order to be considered eligible.
- Up to 6 weeks after your installation, you’ll receive an email with instructions on how to register for your gift card (you’ll have the choice of a physical or electronic gift card).
- Please be sure to also check your junk mail folder, should the email end up there inadvertently. You'll have up to 45 days to action the email before your eligibility runs out.
- Once you’ve successfully registered for the card you can expect to receive your electronic gift card within 1-2 weeks (by email) or the physical gift card within 3-4 weeks (by mail), depending on the option selected.
If the allotted time has passed and you either have not received the initial email to register OR you have already successfully registered and have not received your gift card in a reasonable amount of time, please advise!