customer service

[AnYakush]

waiting for 1:40 min to get an agent on the phone on march 14th 2024. got an agent who did not want to tell the name, some "Daren" or "Garen", he just wrap up on me when i wanted to write it down and ask to spell it for me not to make any mistakes with writing and prononciation. Agent was rude, all the conversation i felt like he was an unsatisfied client, he was appointing me what to do, was not helpful, muted me for 15 min without any explanation. Normally your agents are quite nice and helpful. This one did not solve the issue, he just made evrything worse. after spending 2 hours on the call he wrap up on me. Your company tripled my Jan bill due to some internal issue. it's been solving from January. Every time i spend at least 1 hour on a call to get someone, but at least i feel that person is trying to assist. The issue has not been solved. Your system says all the conversations are recorded including time spent on hold. So pls listen to the conversation at 10:15 on the 14th of March and check if the way your agent supports customers is the right one , and this is the customer service Rogers brings to us.

Looking forward to listen from you

***Edited Labels***

[RogersJermaine · Accepted solution]

Hi @AnYakush,

Welcome to the Rogers Community Forums, and thank you for your post! We appreciate the feedback you have provided, and we are sorry to hear that your latest interaction was not the greatest. If you can send us a private message, we will be glad to assist you further. For more information on how our private messaging system works, please check out our blog.

Regards

RogersJermaine

[SFB1]

Hi,

I would like to make a formal complaint against an agent with whom I spoke today regarding my service related issue. the way she handled me and my query was extremely arrogant. she cut me off several times not allowing me to speak to her about my problem. on the first place I was not delivered with the solution that I requested for, later I was charged for a service which I did not received (forget about enjoying) and then there was this agent who refused to tell her name, cut me off abruptly multiple times, was full of arrogance and I could feel her disinterest towards my problem.

I want to make a formal complaint against this agent and would appreciate if anyone would be kind enough to let me know how to do that.

Thanks 

[RogersYasmine]

Hello @SFB1 ,

Thanks so much for taking the time to post your concerns here in our forums. I'm really disappointed to hear that this was your experience when interacting with us. 😞

I can see that @RogersCorey was able to provide you with support via PM and I'm glad you were happy with the result. If we can assist with anything else, please let us know. Feel free to visit our community often to post comments or questions or search for info! 

Kind regards,

RogersYasmine