Long Chat Wait Time Only To Be Dropped Nearly 2 hrs In

[JAHfromYYC]

I'm generally pretty happy with the Rogers services I get, but they fail miserably with the Chat sessions. I started a Chat at 8:30PM and was informed I was 29th in the que.  Long story short, I was waiting for 1hr 45+ minutes and 2nd in the que when I was dropped without notice or explanation. From monitoring the progression, it appears obvious that have extremely limited support staff at that time of day - and far less than they need if the wait times are anywhere near the length of mine. The system they've got doesn't work well, which is a shame as their other services seem to be much better run. This is an area where dramatic improvement is possible.

[RogersYasmine]

Hello @JAHfromYYC ,

A warm welcome to our community! Thanks for weighing in on our Live Chat service. 🙂

Although we do our utmost to ensure all avenues of support are well-staffed, there are certain times where we may fall short. Our sincere apologies for the less than satisfactory experience. 

Please note, we also have other forms of support that you can utilize that may be more to your liking! Have you tried using our Social Media or Messaging platforms? They are currently available 24/7 and you can find the available options here. They are a great resource for any general, billing or account related inquiries.

I hope this helps!

RogersYasmine

[JAHfromYYC]

When I'm sitting on a chat line for nearly two hours, I shouldn't need to go to other forums. And while "there are certain times" where the staffing is well below the level required for wait times to maintain what I consider reasonable wait times (somewhere around 20 minutes), it seems like the "certain times" exist far more often than a customer should expect. Rogers service is most of the areas I've dealt with them to date has been well above my expectations - but in this area, you fail miserably. If you're going to continue with staffing levels that result in these long wait times, then I suggest you build in some form of letting your customers know when they call in. Call back numbers, regular updates on what the expectations are for the continued wait, and some form of warning that these scheduled system drops that I experienced are approaching are all options available to Rogers. Other call centres have implemented these steps and they really do improve customer service. (But I expect you are already aware of that. Your poor service levels in this area are not accidents, they are the results of conscious decisions.).

[Vin526]

Happens often...