Poor Customer Service

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I've Been Around
Posts: 1

Re: Poor Customer Service

I have spent 6 hours and counting trying to get a ignite box for my TV. The box should have come during installation but was forgotten. Was told I had to call. Have spoken with reps three times who keep transferring me....I sit on hold FOREVER!!

Moderator
Moderator
Posts: 1,259

Re: Poor Customer Service

Hi @kimz_12

 

Welcome to the Rogers Community Forums!

 

I can imagine how frustrating long wait times can be. In order to avoid wait times over the phone, did you know you can reach out to us via Twitter @RogersHelps or on Facebook.com/Rogers?

 

Alternatively you can also PM us @CommunityHelps. You can learn more about our PM system in this blog

 

 

 

RogersZia

I've Been Around
Posts: 1

Re: Poor Customer Service

Long story short. 

I upgraded my phone two weeks ago, I called to get that mailed to me. During the call, I don't recall if the rep told me there was a 40$ activation fee (for what? him entering the mailing information???). If he had informed me that there was a service fee and I could do this online for free, I would've done so. Would've taken me the same amount of time. 

I asked for a copy of that call if he explicitly told me that and I agreed sure. That's fair. I guess it's just a shady technique to not explicitly inform of not having a fee while ordering online but as long as they said there was one for calling in, That's fine. 

But what's not fine is the "pro on the go" came to me, told me about a rogers offer to get a free tablet plant and tablet added on. I asked him what was the catch he said, and I quote "No catch".  So I agreed. and now I have two 40$ activation fees. At this point, I straight up got lied to.

I called rogers, stayed on hold for about 20 min and they said they call back with more information in the next 24-48 hours. It's just such a waste of my time doing this without being told upfront. 



Moderator
Moderator
Posts: 2,315

Re: Poor Customer Service

Good evening @iku,

 

Thanks for your post & welcome to the Rogers Community! Did you get a call back yet?

 

We do appreciate your business and value you as our customer. Feel free to send us a PM @CommunityHelps and we'll do the most to find you a solution! For more information on how to send us a private message, please click here .

 

Thanks!

 

RogersMaude

I've Been Around
Posts: 1

Re: Poor Customer Service

I have been a loyal customer to Rogers for 2 years. I called the customer support for of phone upgrade. That person put me on hold for 30 minutes and never came back. They have the worst customer service. I am so frustrated right now I will be taking down all my family line with Rogers. They are so much expensive than others as well as with poor offers.

Moderator
Moderator
Posts: 515

Re: Poor Customer Service

Hi @MSidhu_,

 

Welcome to the community!

 

It's disheartening to hear you've had a negative experience with customer support. I can wholeheartedly appreciate the frustration of being left on hold for 30 minutes without knowing if they'll return. That's most certainly not the experience we wish to provide. It's important whenever placing a customer on hold that the agent set a time expectation and check back in with you if they are to exceed that. We certainly wouldn't want to see you cancel your services over such an event. 

 

If you still require assistance I would definitely recommend reaching out to support again at your convenience via RogersHelps on twitter or Facebook. Alternatively you can check in with us here @CommunityHelps. For more information on our private messaging system click here.

 

@RogersAndy