What would you do after 21 years of loyalty with Rogers(Cantel At&T)

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I'm Here A Lot
Posts: 7

What would you do after 21 years of loyalty with Rogers(Cantel At&T)

So I am not normally one to complain or criticize as being a client facing person in my day to day work life gives me an understanding of peoples needs and moods on each side of the "desk". In this case I believe I need to reach out to the community to help me make the decision and as well inform them that after such loyalty how you are treated.

 

In life, in work and in most relationships with age you see benefits for loyalty. Clearly not when dealing with Rogers and contracts.

 

Now I preface this with the fact I have always been quite proud of my length of contract, for those years they would say "you have been a valued customer for xx years" when you got on the phone with someone, listening to them have to do math in their head as my contract began in 1996 always made me smile. It became like my favorite sweater a badge of honor almost. I also felt that it was reciprocal which was amazing.

 

So now it come to today. 5 phone calls, 7 emails, 4 departments and no answer what so ever to whether rogers wants to continue our relationship.

 

I have asked one specific question of all people I have talked to, and let me tell you I know this as every single time I get transferred/refered to the next department they make me FULLY explain everything I am looking for and re verify my information. This is ridiculous I mean seriously what customer service oriented business does not have a Customer Relationship system for notes to files for the last person to read? Well apparently Rogers does!!! My last conversation while re-verifying all my information I finally asked why the person in the Management Department with the title of Manager is asking me what I am looking for did they not take a look at the notes or the email I sent detailing what I am looking for? Clearly preparation for a client interaction is not in the training program at Rogers.

 

So to give everybody an idea, I am on a corporate plan, as I signed up a few years back because the place I worked for had a deal advertised with Rogers for 30% off the plan of my choice. So I figure cool, it wasn't much better of a deal then I currently had but I would take it as it came with a free Spotify account which I had wanted to try. Now since I did this back then, every time I call I have to ask to speak to the corporate office as this is not an option for the 1-800 number, and usually I get bounced to 2-3 different departments, verifying each time my personal information explaining my story to only get told its not their department.

 

So sometime last year my contract ran out, I noticed as my Spotify flipped to the unpaid version and I had to go pay for it myself(which is more than fine I really enjoy it). Funny though no attempt from Rogers to reach out to me to renew a contract or make sure the one I had worked out for me. I was fine with the contract I like it, it affords me plenty of data for the month a great calling features plan and free texting. So I felt no need since my phone was still great the plan was fine and nothing changed in my month after expiry bill. I just kept plugging alone paying my $90 dollars monthly.

 

Now the past week since my phone is almost dead and I really need a new one I decided to call Rogers to see what we could work out for keeping my contract the same and getting me a new phone(I didn't even ask for a free one just asked what was available even mentioning I would take a new LG G4 which Is what I have and really like the phone). I clearly stated I do not want to pay more for a contract as I feel $90 a month is a fair amount(after taxes) to pay for a phone, my plan includes 5 gigs of data and unlimited Canada and us calling 24 hrs a day plus voicemail and texting to Canada). So after talking to the 4th person that night(2.5 hours on the phone probably an hour of that on hold)  I was offered a pretty reasonable offer where I got a new LG G6 but my contract went up about $7 a month which is exactly what I wanted to avoid(now some of this had to do with new employer and the fact my old employers discount was greater than my new employer). Now take note rogers, no one mentioned to me that I would be getting Spotify included in this again which represented $10 a month in savings so you actually made me a great offer but I was not impressed with the increase but since Rogers doesn't help people understand what the contract entails they just try and make it cheap or deflect to phone features and such this didn't happen. I declined the offer and said I was going to look around as I was frustrated by the increase as well the fact they refused to value ME as the customer not the fact I was a corporate account person. I am pretty darn sure that I have been with Rogers longer than either of my employers have had corporate offers so I would think that I would be offered a great deal for my loyalty but I guess not(even though it was a good deal and I needed to be explained that more). So about 3 days later I decided to call to discuss this deal again and accept or as well see if they would possibly match a competitors deal that I had researched and found. After 2 departments 1 hour and verifying myself and explaining what I was hoping to accomplish I was on hold waiting finally for the right person(supposedly) and low and behold the transferring phone system cuts me off, hung up on....... No call back, no check to see if my call was answered or my request was answered satisfactorily, no note forward in other wards to the person I was being transferred to on what I may be looking for or who I was so now I was really mad. I looked up online for a contact to email as I was sick of waiting on the phone and repeating myself, I figured at least this way I wouldn't have to re-verify each time they asked me to talk to someone else, which I figured going to a "Management Department" wouldn't need to happen.

 

So I emailed all of the above to the management department contact under the complaint contact us information. I was asked to talk on the phone which I said fine but please call me in the evening. A day later I finally got the call at 4:30 which to me isn't really evening and I was still at work. The fellow Michael who called didn't read my email, look up my information, had no idea what plan I was on or anything. To say I was flabbergasted would put it mildly, someone from a complaint department with a "Manager" title calling me completely unprepared. So once again I got to tell my story for 10 minutes while answering his questions in between to have him say he needed to look into it can I hold please. I said NO I cannot hold this has taken long enough I have explained myself enough times please email me options for what I asked for in the email and what we have talked about. 2 days later the email came, with nothing I asked about no options we talked about and some plan offer that was $30+ over my plan and then a plan that was $25 cheaper but had no options I asked for. I even said on the phone "If what I am asking for is not possible please just say so and I will look elsewhere". I responded with an email as to the above asking him to call me or properly present me with options I asked about. 2 business days went by and no answer to my email. So I emailed back asking if anyone not just Michael would answer my email please or send me the contact of someone who would be able to answer my questions.

 

So another day went by and I received 2 emails 8 minutes apart saying sorry I had not heard back but Ben or Michelle, I guess I had my choice who to respond to would be happy to help me but could I please respond with some details into what phone I was interested in or contract details to just make sure they understand what I was asking for......... Pretty sure my multiple emails and phone messages(that you always tell me are being recorded) have given every detail I possibly could. So I responded to Ben, not going to lie he sounded like he had it all solved and it was good just choose a phone) and he would get it done for me as he was sorry for the delay(not the multiple contacts, the hang up or the lack of service from Rogers reps I have been dealing with) in Michael getting back to me as it seems Rogers is not one company but a bunch of divisions that don't care about a customer as a whole just what is in front of them at the moment.

 

 

 

Would you bother giving Rogers another chance? Especially knowing how much I like my contract and the comfort of knowing I was a valued client for so many years, or would you do what I am doing today and start screaming from the hill tops how they could treat a valued client of over 21 years would be treated this way and that the Rogers customer service model and system is clearly so broken that even suggestions from myself they really seem to not care, they seem more worried about the next call then the current one.

 

Also anyone perusing this have any luck on decent contracts with other providers? Sorry it was a long post but I needed to get it out and let people know that when Rogers says they value your loyalty they really don't seem to coming from a 21 year loyal customer.

 

Thanks for listening(reading)

 

Steven

I'm a Trusted Contributor
Posts: 515

Re: What would you do after 21 years of loyalty with Rogers(Cantel At&T)

"5 phone calls, 7 emails, 4 departments and no answer what so ever to whether rogers wants to continue our relationship."    

I am trying to find their "loyalty" or "customer relations" department so I can talk to someone about more that one product. I went through the maze and ended up on hold before I hung up. I am hoping to get some help under the topic "Customer Incentives".  Flip over to that thread and it might help you find out how to proceed.

 

Moderator
Moderator
Posts: 873

Re: What would you do after 21 years of loyalty with Rogers(Cantel At&T)

Good evening & Welcome to the Community @Steven_Rue,

 

We definitely appreciate and value all our customers especially our tenured customers such as yourself. I'm glad you've enjoyed our service so far. As a consumer I realize pricing is a major concern for all of us these days. Thank you for taking the time to share your experience with us in detail. Business and Consumer accounts have different parameters and options available in terms of offers or loyalty plans. Did you know we have dedicated business specialists ready to assist via Twitter @RogersHelps or on Facebook.com/Rogers? I would encourage you to reach out to my colleagues in Social Media for further assistance. If you're looking for alternate options for a consumer account, please reach out to us via PM @CommunityHelps and we'll be happy to review your account for you.

 

I realize the recent experience hasn't been the best for you but we look forward to turning this around for you.

 

 

 

 

RogersZia

I'm Here A Lot
Posts: 7

Re: What would you do after 21 years of loyalty with Rogers(Cantel At&T)

Rogers Zia

This post illustrates my points above perfectly. No one wants to help just be cheery and put me on to someone else hope they do it...... I have put more than enough effort into staying a Rogers client as well as detailed at least 10 times now what I would be interested in. If Rogers is so keen to turn this around maybe someone with actual authority to do something should call me. And if that happens I really hope they prepare for a change.

Steven
I've Been Around
Posts: 1

Re: What would you do after 21 years of loyalty with Rogers(Cantel At&T)

Got to say after 23 years. Got to say after 23 years. They don't give a ....

I'm a Trusted Contributor
Posts: 766

Re: What would you do after 21 years of loyalty with Rogers(Cantel At&T)

 

Loyalty is a two way street  ... if this one is down to one way for you  , maybe it is time to change streets . 

 To answer the question  .... 23 years .. . moved part of  it elsewhere because the price and service were better.   Smiley Wink

Moderator
Moderator
Posts: 873

Re: What would you do after 21 years of loyalty with Rogers(Cantel At&T)

Hello @Steven_Rue,

 

The message was not intended to make you feel as we're passing the buck. We have specialists available for each account type. I just wanted to direct you to the right platform based on what you had described. If you wish to receive a call in regards to this issue please fill out the Share a Concern form. 

 

Hello @rb7bush, welcome to the Community. Thank you for being a long time customer with Rogers. Please let us know if we can help you in any way Robot Happy.

 

 

 

 

RogersZia

I'm a Trusted Contributor
Posts: 766

Re: What would you do after 21 years of loyalty with Rogers(Cantel At&T)

Why doesn't Rogers show some customer loyalty and contact the customer ?   Especially like a case like @Steven_Rue 's where there certainly seems to be interest in staying with Rogers if you actually get to it and deal with the issues . 

 

I'm a Senior Advisor
Posts: 2,153

Re: What would you do after 21 years of loyalty with Rogers(Cantel At&T)

@Steven_Rue  I could tell the same story as you - 27 years continuous and 40 years with breaks.

 

There was a time, I would say they demonstrated loyalty to me, by always having something to offer to me, looking closely at my account to see if they had something better, often when I was calling in for a clarification on a bill item, they would go that extra step.

 

Now, as you will see, I responded in the thread @User17 mentioned, on what it took for me to first find cancellations, and the reality of how many times I have had to follow-up on a change of last year, and how many calls I had to make to get a favourable response that allowed me to agree to stay, but from my perspective, each interaction, they are on probation with me.  Prior to five years ago, I never had an interaction like you just described, and it is much appreciated, and one that their customer relations department needs to take a serious look at.  I agree with you, they never review the most recent notes in my experience, making me tell my story over and over again, and finding the right department is a nightmare.

 

I would hope that on your bill, they are providing you the phone number for dealing with corporate accounts, but I know from calling in and chatting, I often end up with the wrong people.  Sometimes they transfer and pass information on, but not always.  I sometimes wonder if these written notes they claim are there, which they are because I have had them read back to me at times, and often they have been very vague and incomplete, but sometimes they are well documented.

 

It is a real hit and miss and a reflection of high turnover, and poor training and follow-up.

 

I can see how you got annoyed with the moderators response because although it was all she could do for your situation, it reflects the reality for all of us that we often are not getting staff or departments that can work with our concern and as you told us, it just show another example of what you are dealing with.

 

I don't blame the moderator, they did what they could do, but it is certainly systematic of dealing with Rogers these days.

 

And I agree, to have someone call you and not fully prepare for your call by doing their best to understand your concerns and questions, and start with, if I understand what I have received from your earlier interactions and after reviewing notes on your account from other interactions, I think this is what you are attempting to clarify.

 

Given how clearly you have articulated here what you wanted, it is beyond comprehension to me how a manager would not have a better knowledge of what they had to do.

 

But in answer to your question - it is your call, but I have been saying for two years I am about to leave as I have dealt with more issues with Rogers on service issues related to billing, and changing plans, getting them to tell me whether they can or cannot meet the request I have put forward, and product issues, than I have dealt with in the other 35.  I have seen some improvement in the online help side of things, but this I see as a cost efficiency measure, as their online help has been poorly maintained in the last number of years too, and we definitely see it improving significantly.  I have seen great movement on the tech support side, but the face to face, deal with monatory and service choices, I have a few good examples over those five years, but the fact that I have stayed has been blind loyalty and that I am willing to push until I did find the "right person" that made a deal that could keep me for another term, only to repeat it all over again, and now that it seems to be once per year, I am at the end of my rope.

 

So, as I say in my other post, make your decision what you are willing to put up with and push for, and what you want and are willing to pay for, and if they can't deliver in a way that satisfies you as a customer that you are valued for your loyalty, I personally think it is time for you to move on.

 

I know that I am most likely moving on, because my financial situation means that I am downgrading services all over the place, because they have been reducing services, going to high value added service packages, and have watched prices increase in the public domain.  All during this, the ability for their staff to hear my needs clearly and tell me clearly what I can get has been mediocre at best.

 

So, your choice, but I know many people have asked me why I am still with them.  Why, just because I don't like change, and hadn't researched my options well enough.  I have done that exercise and I now have my full choices in front of me and when the term runs out - and no they don't contact me to discuss the options going forward, I call in to them, and to be honest, it is becoming too much work.

 

Good luck in your decision - you will note I haven't directly answered your question about leaving, but you will see many posts on other threads, where people have called it a day and walked for exactly what you are describing.

 

Bruce

I'm Here A Lot
Posts: 7

Re: What would you do after 21 years of loyalty with Rogers(Cantel At&T)

Thank you for the response. I filled out that Share a Concern for last week Thursday I believe. No one ever contacted me. I understand you may not be able to personally assist in what I am trying to accomplish but what I don't understand is, is a Rogers employee not allowed to contact a division and say hey we have a frustrated client maybe review what has happened here and see if there are any avenues they spoke to and have someone contact them?

Why does everything with Rogers have to seem reactive not proactive?

I received an email today asking me to update this to resolved so others in the community know it was solved. Well it sure as heck hasn't been and really until I find a new provider or Rogers reaches out to me I only plan to reply to any correspondence as I have given enough chances to Rogers to retain my business it is in your hands now if you want to keep me as a client. I am pretty sure my name is enough to find me as I think there may be one other in Canada with a similar name. So feel free to be proactive!!!! Heres to hoping!