Winback Call

[mezgitm]

I've got a phone call a week ago and on the phone we agreed on a deal. However, because I was driving, I asked them to call me later(we set a day and time). Of course I didn't get a call, I know they're the 3rd party I left a voicemail to them but didn't help. The problem is, I had 15days with the other operator to cancel my contract which includes a phone deal and it is due in 2 days. My question, if I cancel my contract with the other operator and visit a store to come back to Rogers, would you honor the contract I agreed on the phone? If not, you're simply losing clients even who wants to turn back, because of an unprofessional partner.

**Labels Added**

[LordDrakkon]

If there was a note placed on your old account detailing the offer. Customer Care or a store sales rep should be able to apply it. Are you sure it was a call from Rogers or a company representing Rogers though? There have been a lot of scam calls over the past while that have been luring in customers with deals that are too good to be true to get them to give up personal information, like a credit card number.

[mezgitm]

Thank you for your reply LordDrakkon.
I checked the number on the internet looks legit and went to a store, because my account is inactive they could only offer today's deals. However they gave me a number and yesterday I called +1888-764-3771 and talked with a rep he said he could see we gb and phone details we talked about but not the price they offered and put a call back request. Today (April 11, 11:00am(pst)) I got a call from +18334252394 just to talk rudest person I've ever met and he basically told me the deals offered in the store and nothing different. I am sorry but hard to understand why Rogers pay such people and obviously there's no evaluation process during the hiring. Huge disappointment.

[RogersJo]

Hello @mezgitm 👋

Thank you for bringing this to our attention. We'd hate to see you go and we're sorry to hear about the experience you had. Ensuring you have a positive customer service experience is very much what we aim for. We appreciate your loyalty and tenure with us and we're saddened to hear you did not receive a call back as expected. It sounds like you were presented with a WinBack offer, there should be detailed notes on your account depicting the offer. Was the call on April 11th from our WinBack Team?

We can certainly have a look on your account to confirm and send a request for an additional call back if need be. Feel free to send us a PM and we would be more than happy to get the ball rolling. If you're not familiar with our messaging system, click here.

Looking forward to hearing from you,

RogersJo