I had a problem with the thermostat supplied by Rogers. Getting it properly replaced, given Rogers’ misconduct and mistakes, was a nightmare. Details below. The credit I received from Rogers was pathetic, completely inappropriate and calculated on a completely irrelevant basis which favours Rogers pocketbook. For readers interested in Rogers credit policy and its problems you can stop reading at the end of this sentence and just read the last paragraph of this note. When I filed a grievance with Rogers, someone by the name of Bruno, see below, tried to reach me by phone and sent me a perfunctory email suggesting that I again call Rogers support. I got no apology and was sentenced for the usual long to very long wait to get through to Rogers support. And if I called my guess is the chances of getting through to Bruno would likely be nil or at best very low. I could not respond to Brunos’ email (because his email indicated that I could not respond), hence, as a first step, I’m posting some details on this site in the form of a response to Bruno. Here goes.
“Hi Bruno. Thanks for your note and telephone message but I have to say that I’m somewhat shocked and dismayed by them. I’m also dismayed that I cannot reply to your email. I will somehow get this note to Rogers as a follow up to my initial grievance (which months later I have had no genuine response to other than the perfunctory email you sent to me). I am asking that this note be brought to your attention.
Asking whether I still require support does not at all address the concerns that I set out in my email. Franky, I do not regard what you said in your messages as a genuine good faith response. They are not responses at all to the content of my concerns, let alone resolve those concerns. Do I take it that Rogers is not prepared to do anything about the turmoil, inconvenience, confusion emenating from mixed messages from Rogers and its employees and sub-contractors, the huge waste of time and expenses that I incurred as a result of errors made by Rogers and waste of my time flowing from unnecessary, repeated and redundant visits by Rogers field technicians? Rogers agents and supervisors whom I spoke with were aware that an hvac technician was needed for the job, yet we got three visits from Rogers field technicians who on arrival to the premises immediately indicated that they could not do the job. Rogers errors include the failure to show up for appointments when your agents and supervisors that I spoke with knew that I had to drive from Toronto to the service location, namely my cottage in the Keswick area, a 1 to 1.5 hour drive.
Ultimately, and you may be aware of this already, an hvac technician did show up for the 12 - 2 p.m. appointment on Jan 9/25 but did so 5.5 hours late. He completed the job very quickly, in something like 10 minutes. I then had to experience what at my age was a harrowing drive in the dark back to Toronto.
As a shareholder in Rogers I am concerned about a significant number of aspects of Rogers operations of which Rogers customers unfairly bear the burdens of Rogers mistakes. That includes Rogers credit policy. I gather that your credit policy is based on the monthly cost of the customers service and is based on a proportion of the service that Rogers considers the customer should be compensated for. In my case, I gather from the supervisor that I spoke with, that I was given a $20 credit on the basis of 1/2 a month for interrupted service that I pay $40/month for. That is a preposterous and unfair method of calculating credit. The credit should reflect the loss of service to be sure but also the expense and inconvenience and distress experienced by your customer as a result of Rogers mistakes and or misconduct. Rogers credit policy applied to a hypothetical situation where a Rogers truck negligently crashes into an Uber carrying passengers who suffer delay, stress, injury and the expenses of the trip and treatment is to compensate the injured passenger only for the cost of their Uber trip. Of course, a court would never permit Rogers to get away with that. Rogers credit policy makes zero sense in circumstances such as mine. I am out of pocket, and spent approximately 20 hours of my time trying to get what I should have gotten in 4 or 5 hours (two appointments at the most). No reasonable person could possibly think that Rogers credit policy is fair and appropriate.
Moe”
On Jan 10, 2025, at 2:14 PM, NoReply_ResolveYourConcern <NoReply.RYC@rci.rogers.com> wrote:
Hello Morris xxxxxx, (Removed - Keep personal info private)
Thank you for contacting Rogers regarding your account, I am following up with you from Rogers Resolve your concern team regarding the concern you submitted online through our website.
Before sending this email, I phoned you @ (647) 3xx-xxx1 (Removed - Keep personal info private) but was unable to reach you.
If you still require support, please contact Rogers directly @ 1-888-Rogers-1.
Thank you,
Bruno
L’Équipe de résoudre votre problème / Resolve your Concern Team
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