After spending a few horus trying to talk to someone this week about a phone hardware upgrade, my latest experience is 58 mins without being able to speak to someone who can help me: 3 people so far who shuffled me on to another wait. Thanks but no thanks. I'm about 1 more call from changing provider.
Apparently with my current premium plan I can upgrade to an iPhone 8 for $349. If I change to a premium plus 2 year plan for $10 more a month, I can get the same phone for $99. So, 2 years times $10 extra per month = $240 + $99 = $339 for the new phone. versus $349 on my existing plan. So I save $10 in 2 years which equals 42c a month saving. Am I missing something or is that really as dumb as it looks?
My phone bills were close to $2k over the last 12 months and that's all you can do for me?
Seriously frustrated with you guys and about to leave for good.
We definitely value your loyalty as a customer and most certainly appreciate your need to save money where you can.
Please feel free to reach out to us via PM @CommunityHelps so we can take a closer look at your account and see what options we have available to you. If you're unfamiliar with how our private messenger works, please check out this how to, blog.
Cilio - first thing you can do is tell Rogers to staff up and stop keeping people twiddling their thumbs for an hour stuck in a "customer service" phone tree (and customer service isn't what i'd call it hence the quotation marks), and then having to speak to people who clearly don't know what they're doing. I spent close to 80 minutes on the phone yesterday, including twice being sent to the wrong department, until I was finally put in touch with someone in Canada in customer retention - the very helpful and polite April. She was the only person I spoke to who knew what they were doing. She has actually saved me money, organized for a new phone for me, and seemed genuinely willing to help defuse my intense frustration at Rogers' customer service. My phone bills during 2017 added up to $2,272 including work related travel. I'd expect better treatment. Ralph 71
I don't want you to feel disappointed in our offers such to the point that you leave for the competition, so please allow me to take another look for you to see if there are any available offers that you'd be satisfied with.
Please PM us @CommunityHelps and we'll look into this for you. If you're not familiar with our PMing process, you can find instructions here.