Worst customer care experience

[Bharajes]

I have called Rogers customer care past 4 times for the renewal of the Smart Home Monitoring contract waiting for 90minutes 3 times they say not our department transferring to them and never do. 4th time they say system is down call tomorrow will do the required.
They do not have courtesy to call back customer. No interest in retaining the customer.
My experience was better with

***Edited Labels***

[RogersJermaine]

Hi @Bharajes,

Our sincere apologies for the delayed responses. We understand that being transferred around or sitting on hold for long periods of time can be frustrating. You can also reach out to our Smart Home team through Live Chat.

SHM Customer Service by Live Chat online:

https://www.rogers.com/contact/general-inquiries/home-monitoring (Click on Home Monitoring under 'Chat with us')
Mon-Sun: 7am to 9pm

SHM Customer Service by Phone:

1-866-210-4059
Mon-Sun: 7am to 9pm

Cantonese/Mandarin
1-800-787-7953
Mon-Fri: 9am to 9pm

Thank you for your patience!
RogersJermaine

[Bharajes]

I tried calling at your given number again a waste of time. As I said Rogers customer service the worst!
Every few months you need to call for billing issues and when the contract renewal time is coming instead of Rogers calling customer to retain and give better deals the customer is calling.
I think I would move to ADT which is trustworthy and is certainly giving a better deal

[Bharajes]

After talking to Technical Services and brief conversation with customer service and been put to 3 hour wait talk to loyalty department I have decided to discontinue SHM

[mrmitts]

I signed up for Rogers Internet and Ignite TV 2 months ago. I called customer service and  waited 80 minutes for customer service to answer on my first call and the next day 95 minutes and still nobody answered. I called Bell twice and they answered in less than 10 seconds both times. The Rogers product is good however my time is valuable to me but apparently not to Rogers. I suggest Rogers invest some of the $billions they are earning in customer service.I will be switching to Bell. 

[Jeffkovacs66]

I’ve been on hold an hour and twenty minutes, just picked up my modem, and need to book an outside install. This is a bad joke

[RogersMaude]

Hey @Jeffkovacs66,

Welcome to the Rogers Community! 

Thank you for posting about your situation. We sincerely apologize for the longer than usual hold time.

Have you been able to activate your internet service since your message?

We'd like to provide you with additional assistance, if you still need our help.

Don't hesitate to let us know if were still unable to reach one of our representative?

Thanks!

RogersMaude

[Jeffkovacs66]

The second “technician” just left my house saying exactly what the last one said. I need to call to book another appointment to activate modem. They both can’t call. Total time on phone is over 3 hours so far, and calling now

[Mohammad1984]

I bought two lines with two phones under a student promotion, which promised no activation fees. Despite this, they charged me $60, assuring me it would be refunded within a maximum of three months. When the refund didn't materialize, I called customer service and waited for more than 40 minutes to speak with an agent. The agent once again promised the refund would be processed within another three months. This, too, did not happen. The level of dishonesty and empty promises from this company is truly exceptional and highly disappointing!

[RogersMoin]

Hello, @Mohammad1984.

I appreciate you joining this thread and sharing your experience. It's disappointing that the promised activation fee was not refunded in three billing cycles. This situation certainly does not reflect the level of service we strive to provide.

We can investigate and expedite the resolution for you. Please send @CommunityHelps a private message. We detailed more info about our private messaging in this blog. 

Regards,

RogersMoin

[noel88]

Rogers is a joke. I joined May 2024 by activating ignite internet. The agent somehow opened up two accounts for the same service because I asked for a technician to be sent to install my equipment. So tech installed his own equipment and Roger's also mailed me more equipment the next day. Now Roger's is billing me for the two accounts. They literally want me to pay twice for the same service because of their own clerical error!!!! I have talked to so many custom care people who claim they can't help and have to send tickets to back office which then denies the request. Such horrible customer service from guys who literally called me to join their services!!!! I am allowing until Wednesday and if not resolved I return to Bell who had good service and I intend on contacting CTV and have Pat Foran make a story on this to air on national TV

[RogersMaude]

Hi @noel88,

Welcome to the Rogers Community and thank you for sharing your recent experience with us. 

Have you requested to cancel the account for which you have not used the service? This would be the first step in stopping the double billing.

For further assistance, please send us a message to @CommunityHelps, as we'll need to discuss privately to access your account.

To learn more on our private messaging system, click here. Thanks so much!

RogersMaude

[Carol999]

This has been my  experience too.  There is no customer service, they do not answer or return calls

[Arshpreet123]

Worst customer care experience ever i just switched to rogers few months ago and they just service very bad will cut my connection