To be honest though @Bryanb58 I fully expected the response when I called in to be exactly what you got. As I've been with Rogers so long I've been through a number of renewals and hardware upgrades. My last dealings with the call centre when I upgraded to the S6 was absolutly horrific, to the point where the rep was downright rude. I did have some loyalty credits (which are being done away with) and a grandfathered 6gb data plan that they were just going to strip away. It was the Social Media team and @RogersMaude in particular that got involved and really helped out. Rogers has changed drastically over the past 15 years. They used to really appreciate long term customers and go out of their way to make them feel like they appreciated the business. They'd offer little perks like loyalty credits of maybe $10 per month and wave stupid little extra fees when you renewed. They'd also go out of their to grandfather older plans you might have been on when you renewed. As time passed, it got to where you really had to make a stink to get them to help in that way, and now all that is just completely gone. They don't seem to listen to their customers at all unless you really make some noise, like we had to do on Facebook and Twitter this time. I'm not sure what or who is responsible for the steady decline of Rogers customer service but it really needs to be rebuilt. The comments and feelings here are not isolated, you'll hear the same almost anywhere you go on the web or social media.
All that said, the customer service response this time was a nice surprise and reminded me of the way it used to be!
