Zedd Customer Solutions

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I've Been Here Awhile
Posts: 2

Zedd Customer Solutions

Despite my suspicions and assurances from Zedd Customer Solutions -- Rogers' 3rd party calling centre (who speak on behalf of Rogers, as they say) -- all of my voicemail was wiped out and reset when I was convinced to switch to another package.

 

Beware of phone calls from Zedd Customer Solutions. They have proven they are not knowledgeable about how Rogers systems work.

 

Which makes me wonder -- shouldn't a large multi-million (actually $1.7 BILLION profits in 2011) company not need to enlist a 3rd party calling centre to offer me products and services or discounts? Isn't my relationship with Rogers alone ? And also, isn't one of the supposed benefits of being with Rogers that I'm dealing with a large corporation instead of some small calling centre?

 

Apparently not.

 

****Edited Labels****

 

Social Media Specialist
Social Media Specialist
Posts: 81

Re: Zedd Customer Solutions

Hi AFBradley.

We apologize for your experience. I can confirm that Zedd is an authorized vendor for Rogers.

For security reasons, there is a certain amount of information they need to confirm they are speaking with the authorized account holder. I see you're discussing this on Twitter with one of our team members privately who should be able to help.

Cheers,
@Rogers_Chris
@Rogers_Chris
I've Been Here Awhile
Posts: 2

Re: Zedd Customer Solutions

Hi Chris,

 

Whether they are an authorized vendor for Rogers or not -- and I understand they are -- the question remains: Why does Rogers need to use a 3rd party marketing company?

That is rhetorical, as I don't expect an answer.

 

Despite Rogers making attempts to resolve the situation that was caused by Zedd Customer Solutions, I will stand by my statement that I am not convinced that this company is knowledgeable enough about technical issues regarding how Rogers systems work.

 

And I will continue to warn other Rogers customers about their phone calls.

 

But I appreciate your response.

 

I've Been Here Awhile
Posts: 2

Re: Zedd Customer Solutions

You did not address this person's post at all.

 

They did not care that Rogers authorized this company.

 

Their concern is that they were lied to by this "authorized" company you hired....

Resident Expert
Resident Expert
Posts: 13,853

Re: Zedd Customer Solutions

Zedd is NOT a technical company at all, only a marketing one.. designed to SELL.

 

Truthfuly, the Zedd person should not have said ANYTHING from the technical aspect as they dont have the details.

 

If dealing with this company, deal with them for the promotion only, but if you have any technical details, best to inquire at the source first (though the rogers tech support wont have much answers either half the time Smiley Tongue)



I'm a Senior Advisor
Posts: 847

Re: Zedd Customer Solutions

I too received calls from this company. That they are authorized to act on behalf of Rogers is not really the point. When they call, they are identified as "Rogers Comm" on my call display. Since they are not Rogers at all, this is misleading. When you answer their call, they lead you to believe that they are in fact Rogers. This is simply not right. Their call reps can also get quite rude when you tell them that you are not interested. Rogers should in no way be condoning this type of activity. They were so persistent in calling me that I had to eventually block their number!

I'm a Trusted Advisor
Posts: 31,991

Re: Zedd Customer Solutions

I agree with IHR!.

It is missleading as it shows " Rogers Communications" on my display. I pick up & they make it sound like they are from Rogers when they are trully not. I have a recording from one of the reps from Zedd in which asked for most of my info & when i told him i am recording the convo, he then told me he works for Zedd & Rogers tells them to contact customers.

Lies & misleadings. Hopefully someone can do something about this. This is why i record convos & make sure the person works for the company they say they do.

 

@IHR

 

The reps are always rude. They get mad & rude & start calling you names & such. I had one person saying how they can do w.e they want as they have access to my account :/.. I called the Zedd head office & that rep got fired as it was something he should have never said..

Resident Expert
Resident Expert
Posts: 13,853

Re: Zedd Customer Solutions

Its sadly unfortunate, that caller ID display, is so easily able to be changed as well.

In this case.. it should always show up, as what the company that the phone number is registered to. (well, unless rogers pays for the phone number Smiley Tongue)

Heck, with the phone system here at work, i could make an outgoing call, and call your house, and have it show up whatever number and name that i wanted... so i could say I am from rogers.

Makes scamming SOO simple Smiley Sad

There needs to be more rules on these things.  On what is and isnt allowed... OK, yes, they should be able to use a 3rd party company for something.. but that company should ALWAYS have to present itself properly, etc "This is XXX calling from Zedd, on behalf of rogers" type of thing..



I'm a Trusted Advisor
Posts: 31,991

Re: Zedd Customer Solutions

Agreed with GDkitty as well!.

It shows the Number & the name is listed as " Rogers Communications". That right there makes someone believe its Rogers. The reps say " Hello, I am from Rogers Communications" such. That is a lie tho as they are NOT from Rogers. They are from Zedd a third party company on behalf of Rogers.

The rules should be set up as companies should not do this.
Resident Expert
Resident Expert
Posts: 13,853

Re: Zedd Customer Solutions

What governmental organization would cover a rule like that? (if one was ever enacted)

CRTC, as its via phone? Im not sure..

 

Problem is, without recording every convo (well, you;'d be set meowmix Smiley Happy, how do you prove what they said/didnt say?

 

The whole DNC list thing was a great idea.  Other than these same features from phone systems.. Ooops, my number shows up as 123456789... how are you going to report me to the DNC people?

Smiley Sad