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Live Chat Customer Service Issues

Atominthebox
I've Been Here Awhile

Hello,

 

I'm going to make a suggestion right now to avoid Rogers Live Chat unless absolutely necessary. As someone who has worked and continues to work in client service, both on the phones and via chat over the years, I can safely say I have never seen such blatant ineptitude and disregard for customer care. I believe chat to be a much more convenient way to deal with my multiple accounts and services, but the amount of issues I have had just in the last year alone is staggering. This includes but is not limited to: being told misinformation (many, many times), being promised bundles & plans that I was never eligible for, having the agent walk away from the chat for 20 minutes forcing me to disconnect and more. These are not exaggerations or embellishments, and I am not "one of those" unreasonable and frivolous clients who complains about anything and everything. There is a serious, systemic issue with the client service experience over chat. Maybe it's the lack of personal interaction, or that most of the agents are contracted by third parties and are not actually Rogers employees, or a lack of real quality control to keep the agents accountable. I don't know, but it seriously needs to change.

81 REPLIES 81

Re: Live Chat Customer Service Issues

Sam771
I've Been Around
Hi

Re: Live Chat Customer Service Issues

OLDYELLR
I'm a Senior Advisor

@Sam771 wrote:
Hi

This is a forum, not live chat.


Rogers PayGo. Location: S-W Ontario

Re: Live Chat Customer Service Issues

AnnieN
I've Been Here Awhile
Want to know if I'm qualify for the $60 10G A month

Re: Live Chat Customer Service Issues

Meowmix
I'm a Trusted Advisor
Hello @AnnieN

This is a user to user forum. Not live chat. You would need to call Rogers and speak to them about your account and plan.

Re: Live Chat Customer Service Issues

Hi

Re: Live Chat Customer Service Issues

Ranjitjassal26
I've Been Here Awhile
Hello any one here

Re: Live Chat Customer Service Issues

Meowmix
I'm a Trusted Advisor
Hello @Ranjitjassal26

This isn't a live chat. This is a forum. You would need to go on the link below to speak to someone via Live Chat

https://www.rogers.com/consumer/support/contactus

Re: Live Chat Cusomer Service Issues

Ranjitjassal26
I've Been Here Awhile
Dont knw mgs going or not

Re: Live Chat Cusomer Service Issues

Meowmix
I'm a Trusted Advisor
Hello @Ranjitjassal26

You have to pick the option u want for live chat and then type all the information needed. Then wait for a live agent to appear

Re: Live Chat Cusomer Service Issues

Ranjitjassal26
I've Been Here Awhile
Hry

Re: Live Chat Cusomer Service Issues

@Ranjitjassal26 :  I'm not sure if you're still confused, but this is a forum, it is not live chat.  You may use the following link to get to Live Chat at the appropriate times.

 

https://www.rogers.com/consumer/contactus/share-a-concern

 

After you have started the chat by filling in the appropriate information, you will need to wait for an agent, which may take a while during the holidays or if there is a special promotion on.

 

Or you can use the "Share a concern" option and have someone call you back - usually the next working day if they're not overloaded.



Re: Live Chat Customer Service Issues

TerryS
I've Been Around

I would add the following:

Waited on phone line this a.m. for 15 minutes to Corporate line, only having to hang up as got tired of listening to music;  then called Wireless Services, waited for 14 minutes and got tired of listening to phone music and hung up.  Most disconcerting.  Have been 30+ year customer and expect more from my supplier.

Re: Live Chat Customer Service Issues

Jman613
I've Been Around

Just to add, I've specifically joined this forum to get someone at Rogers to answer a message, I've waited on the phone multiple times for 20+mins each time for tech support, sales, billing, anyone to answer, over the last couple of days.    I've sent a LiveChat timestamped from this morning ago with no acknowledgement.

 

I understand this is just post holiday season, but this is not customer service levels I expect from a company I'm give hundreds of dollars to every month.  

 

Thank you for your immediate attention.

Re: Live Chat Customer Service Issues

javier87
I've Been Around

you're right, right now it's been 2 hours trying to connect with the chat 

Re: Live Chat Custoer Service Issues

Shanny12345
I've Been Around
Hi

Re: Live Chat Custoer Service Issues

Hey @Shanny12345,

 

Welcome to the Rogers Community Forums. 

 

I just want to inform you that this is not live chat. It's a user to user discussion board. You can reach our live chat platform here or feel free to post your concern in the appropriate board.

 

Cheers,

RogersCilio

Re: Live Chat Customer Service Issues

Ok21
I've Been Around
Hi I want to unlock my fone 7+

Re: Live Chat Customer Service Issues

Hello @Ok21,

 

Welcome to the Rogers Community Forums. 

 

I'd like to reiterate that this is not a live chat platform. The Community Forums are a user to user discussion board. You can reach our live chat platform here or feel free to post your concern on the appropriate board.

 

RogersShaun

 

 

Re: Live Chat Customer Service Issues

Jonblaze
I've Been Around
Strongly considering canceling by cell phone service. Don't use much data at all and pay a lot. Would like a new phone and better rate. If I switch to bell I can get that. Was wondering what it would cost to cancel my account and or what rogers can offer me to stay with them.

Re: Live Chat Customer Service Issues

Bainsjot
I'm Here A Lot
Hi I am Navjot my Roger aap not showing data plz tell me

Re: Live Chat Customer Service Issues

Hello @Bainsjot,

 

Welcome to the Rogers Community Forums. 

 

I just want to inform you that this is not live chat. This is a user to user discussion board. You can reach our live chat platform here or feel free to post your concern in the appropriate board.

 

RogersShaun

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