The resolved thing, is an AUTOMATIC email sent out by the system.
I am not sure how/why they are not able to reach out... but the guys here were trying to provide you with a way to speak with them.
I have done it many times.
They are only really able to do account related stuff via the @CommunityHelps one.. probably so its not locked under a specific users private messages and visible by all. contacting them via there, they will send a thing, which will allow you to verify your account. Again, so your personal information isnt directly saved there. And they can look into things.
We understand your frustration regarding this matter but we really do not have the ability to assist you via the Community Forums as we only have the tools to assist with Consumer accounts and not Business accounts. The rules and regulations around Business accounts are different which is why we have dedicated Business Care Representatives that are equipped to assist you.
You can contact them by Clicking Here and selecting "Support for my Existing Service(s)". There are numerous options to speak to a Business Care Representative that are able to assist you.
I know that this may not be the answer you were hoping to hear but you'd really need to reach out to the Business Care team to assist you with anything related to a Business Account.
Thank you for your understanding.
I was realizing rereading some of this thread that what is missing is the concept of "taking ownership of customer concern"
If you are unable to do it, you take ownership and contact the appropriate department or staff, communicate the issue and don't hand it off until they have confirmed and committed that they will follow-up to the first person who took the call. And the first person contacts the customer to see if the issues were resolved.
This is as I said, "taking responsibility and accountability by having the authority that since you are the first face to the customer, that you take responsibility to resolve the issue to conclusion.
A company I had to follow up with is a fitness band attached to my phone, who not only cares about fitness, and providing advise on fitness through their apps, when we called to deal with an issue on an item, I had one single point of contact who dealt with it all and confirmed I was fully satisfied end to end.
Did the same for my wife and her product. I advised the people involved that they went way and above what I have come to expect with large companies.
That is why I keep buying their products, even though there is no shortage of competition, why would I even think of looking elsewhere when they deal with every design flaw of their products by replacing them or discounting, then improving on the design. That is how loyalty gets me to continue to come back and to recommend to others and defend them well, if someone has a bad experience - I tell them to give at another try, that their forums are full of satisfied resolutions from customers, and resolutions to questions.
Loyal is not just words, it is actions, and Rogers appears to be trying to move back there, but they didn't just drift from it, they sank the boat along the way, and now they are trying to raise it back to the surface, and then they have to try to turn it around, and we all know about trying to turn around a large ship. It takes time, but will the customer wait long enough.
I agree, don't just provide us a number to call - take ownership, and contact that department and "ensure" they take ownership. I don't fault the staff, although I have had some do it, but it is not the practice of Rogers these days - a department for wireless, billing, another for sales, tech and support to wireless, another for home products, can't get a manager or supervisor directly on the floor very often anymore - I am guess they are there for training and auditing, and the occasional support, but not to make decisions (in my experience), in a concern, you have to escalate, and you used to be able to ask for a manager, now they say go to report a concern, they send us to social media - hey, guess what, not everyone is experienced, using, or wants to interact business transactions on Facebook, Twitter, or even here with community helps.
People keep coming here for what they appear to think are chats, to find out - I suggest that it is that when you do a chat for support, or are waiting, they suggest we go here, they suggest the web site, etc.
So, I would suggest that there are too many different ways to do it, different policies, too many lower levels with no authoriites, and so forth.
Loyalty, like trust is easily earned, and lost easily and hard to earn back.
Nothing posted was intended as click bait, etc.
Myself or any of the other RE's here, have NO association with rogers. Dont work for rogers, dont get paid from them, etc. We are just consumers/users, just like everyone else.
(we have just been around here long enough, and have a large range of knowledge on Rogers products).
I myself have had help from them via the chat on here multiple times.
These forums though, are designed primarily as a USER to USER forums, not a direct support forum from Rogers Reps.
Generally that is through calling, live chat, some of the social media outlets, etc.
I agree.. that companies SHOULD reach out more often... I am at the point where I dont ever believe it. From any company. Have had so many from utilities (gas, etc) to others.. and never hear anything... that I dont trust it.
Sucks having to do the legwork... but if I went off not using companies that would never call me back? I wouldnt have very many options left 😞
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