I got a promotion email, and thought it's not bad, I give Rogers a try. Ever since, it had been a series of phone call and text chat to try fix everything that went wrong with them!!!
- Started with the router never got delivered, and the contract promotion was wrong, suppose to be 24 month promotion, they only gave me 12. Talking with the rep, she told me it's fine, it's 24 month, I have to insist they send me the correct contract, she then told me she can't, I have to wait until I have the router setup before they can even attempt to reprint the contract??!!
- Then Fido cut off my internet before I even get a chance to setup the new service from Rogers. Which is already the first red flag, as the person on the phone told me they will only transfer the service when I hook up the new Rogers router.
- After at least 5 different call and text chat, finally have them re-send me the setup kit again. While Fido was no better, promising to re-establish connection, and never did. So I was out of internet for 2 days, where I couldn't work.
- at this point, I'm still waiting for them to re-send me the updated contract with the correct promotion applied, not only they didn't apply it correctly, it got worse, the 2nd contract was missing promotion!!!
- Had to call again to fix it, they told me they've fix it, but waited for at least a week, not a peep from them.
- The nightmare didn't stop here, the first bill came. And it was extremely high! They charge me the setup fee twice, AND still missing the promotion!!!!!!!
- Call AGAIN, they told me it'll be fix. Just wait for 24-48 hr.
- Waited at least 72hr. NOTHING
- Call AGAIN! After insisting they fix the promotion problem, they finally transfer me to the Loyalty department (or tech department) the guy just straight up told me there's no 24 month promotion!!!!! Which is NOT what I agreed to when I sign up!! I even have the email to back it up. He was getting short with me, and told me it's impossible. I have to insist that they fix this, it's not what I agreed to, and def. not what the first person who I sign up the account with told me. After some insisting, he put me on hold for half hr. To talked to his "team leader", and came back to tell me it's now all fixed.
- And you think the nightmare would stop here. NO!!! I just receive the updated contract in my inbox. GUESS WHAT? It’s still WRONG!
This is one of the worst experience I had with ANY company, even worst then my first horrible experience 15 years ago with them, and the one time I decide to maybe give them another try. This series of nightmare happened... Not only they kick you around to different department, and never fix the problem, they'll lie to customers just to finish the call.
BEWARE if you're thinking about switching to Rogers. The amount of discount is not worth the headache, or even the money if they just straight up LIEs in their promotion.
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