LACK OF CUSTOMER SERVICE

[fbird]

What does Rogers consider acceptable wait times to speak/chat with an "agent"

Pretty much watched a whole Blue Jays game and chat is stuck on "3" for well over an hour.

This in NOT the first time waiting for hours to speak or chat with so called support.

***Edited Labels***

[RogersZia]

Hello and welcome to the Community @fbird,

I can imagine how inconvenient wait times can be.  We are always trying our best to get to all the customers as quickly as we can.

As always you can also reach out to us through Facebook Messenger, X, or Instagram. Even if all the reps are busy, you can still send us a message and feel free to go about your day until one is available.

RogersZia

[fbird]

Hello

Sorry but telling me to reach out via a different service such as facebook or instagram only frustrates me more.

If you have a chat service then staff it appropriately. If you have a phone service do the same.

This is a large "communications" company. 

[RogersMaude]

Good morning @fbird,

Thank you for taking the time to bring this up to our attention. We apologize for the frustration this situation may have caused you.

What department were you trying to get in touch with? You can find our hours of operations, for each respective department, at www.rogers.com/contact.

We'd like to help you, if you have yet to reach someone. Please elaborate on the nature of your issue or inquiry, so we can further assist you.

Thanks!

RogersMaude

[fbird]

Hello

billing and tech support for both cell, wireless internet.

It has been escalated and waiting for manager to call me back.

Thank you

[fbird]

It is now 3 weeks and still waiting for someone to call me back on this ticket.

I have called 2 or 3 times and been told the ticket is still open. LOL 

[RogersMaude]

Thank you for the update @fbird. Were you able to get your billing concerns addressed since you last posted?

If a technical issue has been escalated to our back office team, it can take some time until you are notified of the resolution.

If you would like us to further assist you, we'll need to discuss privately so we can have a look at your account.

Please send us a message to @CommunityHelps, to get started. To know how our private messaging works, click here. 

RogersMaude