I have been a Rogers customer for more than 20 years and have stayed with Rogers, even after all of the people on my street have moved to other providers. But the internet has been unstable for more than a month and when I called support, they told me I would need to switch to ignite. So I signed up and they shipped the equipment. And I set it up myself.
The problem: I have a lot of old rogers equipment that needs to be returned
I was given instructions to print a shipping label and take the equipment to Canada post. The problem is I have a broken foot and need to ship 3 net boxes, a bunch of cable and multiple digital adaptors. The equipment wont all fit into a large storage bin. I got help putting the bin and extra equipment into the car and I drove to a rogers store on ira needles in waterloo today. A young man stopped me at the door and told me they don’t accept returns but I could take it to another store on hyland in Kitchener. I struggled to get the bin and the other equipment into my car and drove to the second store. I parked out front and dragged the equipment to the door which was locked. I was met at the door by two young people that acknowledge I had everything there but would not let me bring the equipment inside. Another work shouted at me from across the store that I could put it in multiple boxes and take it to Canada post. I said I don’t have boxes big enough. He said Canada Post sells boxes. The two young store attendants pushed my bin of equipment outside, told me to move my car from the front of the store and locked the door.
I got back in my car and tried to call support. But I was on hold for 15 minutes and the voice over told me that I should contact support online through the website using the chat service. So I drove home. I went online and tried to connect with a live chat specialist.
So after waiting for a very long time I got through to the ignite team. They said they would pass me over to the residential team who would arrange to have someone come and pick the equipment up. So again I waited for the chat to connect. And I asked the person if they knew what was going on and they said they read the chat and were very sorry for the inconvenience. After another long time, they sent me a waybill so I could ship the equipment through Canada post. When I told them the previous rep said they would send a technician to pick up the equipment, this second chat specialist said they were transferring me to customer care to see if they can arrange for a tech to pick up the equipment. They thanked me for my loyalty and put me back in another queue for another support person to handle the problem. After waiting on hold for more than 30 minutes and still being in “queue position: 2”, I decided to quit, write this review, and then go to bed.
In summary, after driving around and trying to use the support services for multiple hours, I’m back at home where I started with the equipment still in the back of my car with no help or answers.
What’s even worse, is that Rogers is charging me double this month for my services because I have not returned my old equipment yet. So, I am being charged for the new ignite bundle AND for the old equipment which cannot be used and is challenging to return.
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