Is @RogersHelps a division of Rogers?

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I've Been Here Awhile
Posts: 2

Is @RogersHelps a division of Rogers?

I just got off the phone with your customer service, AND credit department. Both of whom claim with certainty that @RogersHelps is not part of Rogers, and that @RogersHelps absolutely cannot offer credits on accounts. That can only done online or via phone. I have a DM conversation stating otherwise.

 

I had the customer service person put on my account that I was given a credit by @RogersHelps and she was nice enough to inform me to be careful who I give my information too online and that Rogers DOES NOT DO twitter support. In fact, in her years of experience as a customer service specialist she has never heard of such a thing. 

 

My question is this - can someone confirm that @RogersHelps is legitimate and if so can I please have my dignity back? I was essentially told that I was a fool for dealing with someone on twitter for a customer service matter - FROM THE SAME COMPANY. I asked if I should call the RCMP to investigate fraud as @RogersHelps had my account info .... it was implied that I should.

 

Does the hand not talk to the other hand or something??

 

I'm so very distraught and dissapointed right now. 

 

***edited labels***

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Social Media Specialist
Social Media Specialist
Posts: 81

Re: Is @RogersHelps a division of Rogers?

Hi unexia,

 

It's very safe to say that the person you spoke to does not know about some of the work we do online, which is unfortunate and for that I apologize.

 

If you have any info about the people you spoke to, please message me privately and we'll see that coaching is provided to these representatives. 

 

For what it's worth, we've been providing customer care and support online for over a year. 

@Rogers_Chris

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Social Media Specialist
Social Media Specialist
Posts: 81

Re: Is @RogersHelps a division of Rogers?

Hi unexia,

 

It's very safe to say that the person you spoke to does not know about some of the work we do online, which is unfortunate and for that I apologize.

 

If you have any info about the people you spoke to, please message me privately and we'll see that coaching is provided to these representatives. 

 

For what it's worth, we've been providing customer care and support online for over a year. 

@Rogers_Chris

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I've Been Here Awhile
Posts: 2

Re: Is @RogersHelps a division of Rogers?

The apology should come from your rep - it's not your fault @Rogers_Chris. I made her write on my account that she stated there was no such thing. I was aware all along that @RogersHelps is legitimate (it's a link on your own website for crying out loud!!) - however - the fact that 2 reps, everyone around her (she asked) and her manager knew nothing about @RogersHelps is quite concerning. The fact that they told me I was taking a risk by communicating about my account on twitter and that this seems fraudulent is commical for a wireless customer service (and credit) department. This isn't just 1 rep here.

 

This ordeal has been ridiculous and has taken far too much of my time. I think all of your customer service reps need a few lessons in technology and in Rogers own systems.

 

By the way - this whole ordeal was over a $0.65 missed payment on my account. That's about 3 hours of my time now.

Thanks Rogers!

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I'm a Trusted Advisor
Posts: 32,039

Re: Is @RogersHelps a division of Rogers?

Hello Rogers_Chris

Unexia is correct. I called in a few times this week & asked them about @Rogershelps & Rogers social media team that helps us ( which is you guys). Around 7 reps & 3 managers told me there is no such thing & when i even told them your names & your profiles, they told me how its fake how Rogers never had this.


Can we please send a feedback to head office & have all the reps & managers trained about this? I would hate if someone calls in asking about this & getting told its fake & such. It looks really bad on you guys in the end which is not your fault at all!.

So please send the feedback to head office & have reps / managers trained about that @Rogershelps & Rogers social media team ( Facebook, Twitter, Rogers RedBoard & Rogers Community forums) are well know & work for Rogers.

Thanks:)
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Resident Expert
Resident Expert
Posts: 14,243

Re: Is @RogersHelps a division of Rogers?

I think the majority of peoples issues with Rogers customer service as a whole.. lead back to just that.

TRAINING.

Its the BIGEST thing rogers CS / tech support is lacking.
I can understand, not always knowing, 100% about every single product.. (that that info, should then be available via internal CRM/CS software database, etc).

 

But the amount of time, that people are not trained on the most SIMPLEST things.. Such as these things, which are media outlets for rogers, etc..

I tend to jump on 'new' stuff pretty quickly.. the new IPG/whole home PVR, the unlimited internet, etc.. and each time calling in, took 2-3 reps, to find one that even KNEW about the new programs.   This is on/after OPENING day for that service.  These people should have been trained BEFOREHAND.