Terrible Customer Loyalty

[ChrisLaird]

When I joined Rogers 4 years ago me and my partner were set up on a business plan. We don’t have a business and this was incorrect. I, like many others, am now looking for ways to save money in all aspects of life. So I spoke to your team today to try and swap my plan from my current one to the deal you have currently on the 5G infinite essentials plan. As I am also a shaw home customer I could say I’m a valued customer to your company. After speaking to 8 different associates of yours I was abruptly told “thats only for new customer, you can’t have it”. I tried to explain that as a loyal customer I should be entitled to the same deal as a new one and was told that I was wrong. I suggested that if that was the case I would look into taking my business elsewhere. At which point I was “transferred” to the loyalty team only to sit on hold for 70 minutes before being disconnected. This quite frankly has been a waste of my time and I am furious to have been treated like this

***Edited Labels***

[RogersMoin]

Hello, @ChrisLaird.

Thank you for posting your concern, and welcome to our Community!

I appreciate you being with us for four years; it can be disheartening when you feel your loyalty is not being recognized or valued. We want to turn your experience around.

It's disappointing that you could not speak with our loyalty team because of the long hold times. We are in the busiest time of the year, and depending on the day and time, the wait times to connect with the support can be longer.

We may not be able to apply the offers exclusively for new activations to your account. However, our existing users will have different offers tagged. I suggest connecting again with our loyalty department at 1 855 381-7834 to explore different options for lowering your bill.

Thank you for your patience and understanding!

Regards,
RogersMoin

[irish99999]

I called customer service today to see if I could lower my high mobile rates to the rates now posted online and was told the same thing, that’s only for new customers or if you’re upgrading your device. Ridiculous to charge long standing loyal customers much higher rates than any new customers ! 

[Tang_529]

Tell me about it. I've also been flat-out lied  to from their so-called "loyalty / customer retention department" as well.

As always, loyalty department would tell customers to "With you being a longtime Rogers customer, please contact us before your contract / promotion expires and we'll gladly extend it for you."

But when the time comes, "loyalty department" would ALWAYS inform you that after viewing what offers are available on your account and even though you are a loyal Rogers customer, they absolutely WILL NOT honor their word and you will have to accept their offers if you wish to remain with the company.

Three individuals spoken to and all 3 kept towing the same company response. My advice is to save yourself the heart attack and sign up with Bell or anyone else for that matter. Your blood pressure will thank you in the long run.

[Starsia]

That is NOT the number for the loyalty department. Instead it is the basic customer service number. Rogers used to be very good at customer service but in the last five to ten years they have fallen to a point of just plain rude or not well trained.

[heldcaptive]

Been a loyal customer with Rogers since 2002/03, and yes we’ve had our challenges but always worked through them. Fast forward to tonight spending 42 minutes with a customer service rep and Almost reached an agreement to upgrade my iPhone 13 to a 15, and the called dropped. No way to continue speaking when that agent again. Call back and ask for retentions. My save and return plan ends Dec 12 (todays date, Nov 20) my current plan is $59/month before tax including $22 for phone rental. Roughly $71/month. So to return this phone and upgrade to a plain Jane iPhone 15 (iPhone 16’s are current) they now want $85 PLUS 13% HST. It would be $10/month cheaper if I accepted “autopay” where Rogers could just help them to my bank account like I agreed to years ago. Back then I was making $12/hr and couldn’t pay for my gasoline because rogers had helped themselves to $400 and emptied my bank account then have to spend too many times 2 hours or more on the phone to get things resolved. Needless to say no way would I agree for their $10 monthly discounts for then to have access to my bank account after what I’ve already experienced with them. How many years after having my cell phone long enough to become eligible to upgrade, to many non current phones for $0 to. I can’t believe how customer service has gone completely down the tubes and I was so frustrated tonight I just hung the phone up. No way after getting discounts over they ears and now be forced to go from $70/monthly discounts to close to $100, absolute thievery. Can’t remember the last time my stomach has been in knots like they are right now and all because of a greedy company. Tile to jump ship and see who else I can go with. Thanks Rogers for appreciating the hundreds of thousands of dollars and loyalty I’ve given to you over the last 22+ years

[Dks1]

I feel ya. I have 3 lines with rogers on my business account for 12years now. I just contacted them to upgrade device and hope they can treat me as a business loyal customer. They lied to me and told me that they will me me the best deal through the Customer Loyalty Program. But when they told me the deal, it is exactly what rogers advertised on their website that anyone can call up and get the same deal...either new or long time business owners with multiple lines. I confronted them on that and ask if they can do better. The answer was obviously NO. So with Rogers, there's no such thing as Customer Loyalty Program. Time for me to pack up all my lines and go back to Telus. No thank Rogers....quite a slap on the face

[patcheng]

My family was a Shaw home customer, then Rogers took over the Richmond Hill, Ontario area and my family used the Digital TV since then.  My family was offered many times to upgrade to Ignite TV with good offers when many technical issues happed earlier in 2024 but we decided to stick with Legacy Digital TV bundle so my parent does not need to adopt any changes (from learning to use new remote control and to memorize their favor channels as they don't speak English much). But the inflation has made a big impact so my family has finally decided to switch to Ignite TV.  The retention team could not offer me anything.  After wasting me 45mins, the agent asked me to reach out to the Loyalty team (call only no online chat) and their work hours ends 7pm EST daily.  I called the loyalty team a couple of days later but the same offer and the offer will downgrade the internet from 1G to 250MB comparing with $20 off only from my Legacy service.  I passed and will look for a different service provider.  Probably this is my last reply in any Rogers community forums.

[RogersYasmine]

Greetings @patcheng ,

Thanks for your post, and happy new year to you and your loved ones! 

I can appreciate your hesitation to switch from our older digital TV platform, over to our new Xfinity platform. Change can sometimes be scary. After moving my services over to the new platform, I've quite enjoyed the new features that Xfinity has to offer! Please note, with the Xfinity Voice remote, you can press on the 'mic' button and say the name of your preferred channel and it will take you to that specific channel. You don't necessarily have to memorize each channel number. 😉

With that being said, I can understand your disappointment with not receiving an offer that meets your budgetary needs. We certainly try to remain as competitive as possible within today's market. We'd be happy to have another look to verify what options are available to migrate your services over? Feel free to send us a PM @CommunityHelps to get started. 

Kind regards,

RogersYasmine