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.
@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.
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.
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.
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.