I am quite dissapointed with the way rogers is handling business/corporate customers. For starters, I work till 6pm Vanc time (i.e. 9pm EST) - conveniently, this is when rogers business support ends. Although one may argue that business/corporate clients can contact regular support, I have tried and failed to get an answer as most reps reply with "please contact our business staff." Although disappointed, i usually give-in and wait till the weekend arrives so that i can contact rogers business support. The access to service until a certain time, in my opinion, needs to change. Either get regular customer service reps upto speed/access to corporate accounts after hours, or increase the number of hours they are open.
Secondly, I am sadened to know that Corporate clients can ONLY order via reservation centre. When i ordered my HTC one m7 last year, i was allowed to pickup via Rogers plus store but not this year for the iphone 6 (64gb space grey). My friend, with a regular account, called a rogers store in Vancouver to check if they had stock. To his (and my) surprise they did. He told them to put the phone on hold on friday and picked it up on monday October 13. This while I (and numerous other) corporate clients are stuck in queue at exactly the same number (minus cancellations) since Friday (when my friend called for his phone).
This wait wouldnt be as painful had i not lost my htc one and forced to order a new phone, but regardless of my circumstances, such service is unacceptable. I understand if Apple is filling orders at their end before giving telecom providers more inventory BUT how does one explain how rogers stores (yes plural, i called and checked and many seem to have in stock) in Mainland Vancouver have stock while corporate clients are stuck waiting in a never moving queue hoping another frustrated customer cancels his/her reservation so that the account holder moves up?
Now lets get to what competitors are offering - while rogers is giving away a free logitech bluetooth (which i do not need), Telus is offering apple care+ AND an opportunity to upgrade every year for a $10 fee - this is an amazing deal as applecare alone costs $99: i must admit i am unsure if corporate clients have access to this as well. Additionally, telus is also offering $50 to customers that haven't rec'd their phones within 2 weeks from the date he/she placed an order. I do not want the $50, but it at least shows some appreciation for loyalty.
Customer who reserved iphone 6 64gb space grey on September 26, 2014 (#500 in queue)
corporate customer, reserved sat. sept 20th at 10am. gold 6+ 128 gb. as of this week:
(finally got it today!!!)
Mississauga, ON, Canada 10/16/2014 12:52 Delivered
10/16/2014 7:30 Out for Delivery
10/16/2014 5:42 Arrival Scan
Concord, ON, Canada 10/16/2014 5:21 Departure Scan
Concord, ON, Canada 10/15/2014 21:48 Origin Scan
Canada 10/14/2014 19:25 Order Processed: Ready for UPS
The reservation started at 3:15am not 5am lol. I reserved it at 3:15am & was #11 for the 128GB Space Gray 6+. Got it the day after release. ( Shipped out Release day).
It does suck. Apple claimed they calmed down on the production of the iPhone 6 & upped the 6+ production to meet the demands. They needed to do this from the start to be honest.
Rogers was never my first choice as a carrier I would be with, I ended up a Rogers customer through marriage. When I called into Rogers on October 1st to upgrade to an iPhone 6+ I was told that there were 128GB devices in all three colours, but no other models. Thus, if I wanted to have an Iphone 6+ those were my current choices.
I was interested more in a 64GB but as that was not currently available according to the Rogers rep, I chose the 128GB silver. I was forced to upgrade my plan to their new share everything plans, which happened to be around $30 more for the same service I have now. I was told that it could take up to 10 business days to process and be shipped out. I thought 'yeah right', remembering that they said this to me when I bought my 5, and that device shipped within a few days.
Now welcome to 'Day 10', this day has gone by without a shipping confirmation. I called Rogers today to be told that this device is sold out and I will not have one shipped today. Which makes me feel cheated- why did the Rogers rep push me to get the (more expensive) 128GB model if it was going to be out of stock with the other sizes? Had I known I would be waiting this long, surely I wouldn't have upgraded my plan to pay more without the actual phone I upgraded the plan for so soon.
And I had to call for this information. No call, email or text from Rogers. I continue to be baffled that for a comunications company, Rogers is atrocious as communication. If Rogers called me and said "Cody, you need to pay your bill", and I said "I'll pay it within 10 business days", and the rep said "Okay, Cody, we have set a payment arrangement for it to be paid in 10 business days" ... do you know what would happen at the end of day 10 if I did not make a payment? I would be punished, my service would be cut off for failing to meet the expectations of the agreement I made. And Rogers? Nothing. There's no accountability, not even a simple apology. I pay $200 in mobile service alone, and I get nothing but disrespect and deception from Rogers.
I'm sorry if I sound like a whiny baby, I just feel so disenchanted by Rogers. This is not the behaviour I should expect from one of the leading telecommunication companies.
I get an email from a bot readding a database every friday to let me know my place in line
Its comforting to know they care