Customer Service Representative/Agent

[MrsV]

Some of Rogers Customer Service Reps are just too lazy or too occupied I guess to help customers.  If they act that way, she should stop working in a call center. Just saying.

The entire story is here Lazy or what?

****Edited Labels****

[Gdkitty]

While not all are bad, I have to agree that there are many bad ones.

Only thing I could comment on them not having the record, Rogers often uses a 3rd party company for promotions, and deals they have often only they have and the regular reps don't have access too.
Whenever offered a deal, make sure to get the promotion number, and what number to call back (often different)

[MrsV]

Yes indeed, you are right. Not everybody is the same. But what was just irritating is the fact that she won't even be bothered on looking for other offers not necessarily the one I mentioned. 

I have no idea about this third party thingy and I very much appreciate the information you shared.  I will keep this in mind the next time I give them a call or I am given promotional offers.

[4spitz]

Yep, called today regarding pricing, been a customer for many years, they no longer want my business, tooooooo lazy to give or look up any discounts they could give me, Bye by Rogers, hello Bell.

[Gdkitty]

While bell as a new customer, will give you a deal.. Once you have been there, it's the same thing.
None of them upfront offer any deals to long term customers. The front line reps can't give anything.

With any company you really have to talk to retentions to get a deal.

[Crilde]

As an additional note, Retentions doesn't have the ability to offer you anything more on new activations than the sales reps can. In fact, in most cases retentions doesnt even have access to in-market promotions and they have to transfer you to sales.

In my opinion, if your going to be buying a New phone on a new line, Stores have better promotions as opposed to just calling in. Moreso when you go to 3rd party vendors such as Wireless wave or T Booth.

[Hogwash]

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@Crilde wrote:
As an additional note, Retentions doesn't have the ability to offer you anything more on new activations than the sales reps can. In fact, in most cases retentions doesnt even have access to in-market promotions and they have to transfer you to sales.

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You're absolutely right. The half dozen or so times I've talked to retention they can only offer promos that are CURRENTLY in the system and nothing more. When you talk to a manager it's the same story. Nothing more, nothing less.

[jimboden]

4spitz:

That's too bad. I actually was able to get a package discount for my cable, wireless, and internet just by getting to the right person on the phone. I originally was speaking to a rep about returning a Nextbox, which he dealt with very professionally. Then, I asked him about discounts, and he put me on to a very nice lady who helped me out. Guess I just got lucky, but can't say for sure.