Been 3 weeks now and NO reply. VERY disappointing Rogers. Not to mention our internet has been extremely slow lately, and constantly having to boot the cable nextbox. Considering canceling all services and being done with Rogers
All of our customer inquiries are very important to us and we’re continually looking for new ways to bring them the best possible experience. Today, all customer inquiries via phone are directed through our main phone line (1-888-Rogers1) and connected to the right team to ensure we are providing our customers with the service and support they need.
As @RogersTony previously mentioned, please feel free to contact us via Private Message @CommunityHelps as we can assist with all issues related to Customer Service/Billing/Promos etc. Our Social Media team is also another great avenue! They can be reached via Twitter @RogersHelps or on Facebook.com/Rogers.
@AWeeks I agree with you that choice is important on how we wish to contact Rogers - there are companies that only allow online contact, and I stay away from them. In my case, with cognitive challenges, I need to have choice of phone clarification as I lose meaning in writing, and often the person on the other end will lose track of where I am going because I am verbous in my writing - I am verbally too, but I tell the person on the end how to accommodate me by stopping me if I talk too much - you can't do that well on line.
So, I know Rogers is always looking at different ways to allow us to contact them, but not at the cost of phone contact please and thank you.
As @RogersTony previously mentioned, please feel free to contact us via Private Message @CommunityHelps@ as we can assist with all issues related to Customer Service/Billing/Promos etc. Our Social Media team is also another great avenue! They can be reached via Twitter @RogersHelps or on Facebook.com/Rogers.
With all due respect, and candor, as has been discussed in other threads, there has been many concerns raised about how difficult it is to get to the correct department to discuss options, or concerns via the central automated phone attendant, so when the powers that be evaluate the experience for customers of these changes, I hope they do some discussion with customers on whether it resulted in a better experience. That judgement lies with the customer, not Rogers.
So we will have to see. I don't like doing most of my correspondence via social media, and have never actually done it, even here to community helps. I do use chat once in a while, but I always finalize any deeper discussion on items, concerns, changes via phone - it is just how my brain works best, so I choose it - but I also have great difficulties keeping my concentration through centralized automated attendants. So I am always looking for how to learn to get to the "real person", and let them redirect me - wait times are generally no different in my experience.
So, with these changes, I do hope that Rogers is hearing our concerns, and not just reducing face to tace contact with real staff.
Just the concerns about these changes from a customer who does need the accommodation of verbal conversation for my disability, as required by OADA requirements.
A little inside information - I do know people in Rogers just because I know them and they work there.
The concierge department is on hold as they are moving the office to their Pickering site on Liverpool I was told, and so for the time being they have closed off the number, and the task is being held by the regular staff who would do this, but no direct number to get to them, only through the central number, but they also said, you basically have to get a real person through the options, and then ask for concierge and they will find someone.
No date as to when they would have it set up again. But unfortunately, no notice to us the customer of the change of temporary loss of the service - a notice on the phone number explaining would go along way, but as some one said, Rogers is generally reactive, not proactive.
That is all I know, so yes, changes are being made, but word of mouth tells me that it will be back.