@scinicm
I am terribly sorry about your experience with the Rogers CSR on the telephone and I understand your frustration. I would feel the same, if I were you. The fact is you have been perhaps unlucky this time. There are people and people everywhere, some better some worse. In my humble opinion, of the three major wireless providers, Rogers is the better one in terms of customer service.
Here’s one recent story of mine (I’ve got many others, too):
In early November I went on the chat and asked the CSR, kindly and politely, to send me a free eSIM because I was planning to replace my phone in the near future. I did not even have my new phone yet - an iPhone 12 Pro Max, which I received from Apple on 13 November - but the CSR agreed to send me one, without charge. It arrived two days later by Purolator. It cost Rogers money to ship the eSIM to me but they were generous not to charge me anything.
Rogers, of course, did a blunder. When they shipped the new eSIM card, they activated it on my account and, as a result, I lost service to my then-current phone. So I went on the chat with Rogers again and spent 1.5 hours on the phone until one CSR was able to reactivate the eSIM in my old phone. At the end, I politely asked for compensation for the day without service. I was offered a credit equivalent to 40% of my monthly bill. Quite generous, again!
So, in the end, I was happy with Rogers regarding this experience. What I did not say, for brevity, was that I actually spoke and chatted with several CSRs and some were not too helpful or were clueless. But I tried again and, in the end, I found the right person. Remember, we’re all humans and prone to making mistakes, and so are the people working for Rogers.
I would suggest that you try your luck again, and hopefully you’d find a CSR who would be willing to listen and cater to your needs. Good luck!
Having said all that, I still wish Rogers would simplify the process for obtaining an eSIM.
