So far, that is all that Rogers has on offer -- more 'guides' and videos. I'm sure you are following instructions on how to respond, but additional assurances that we'll just *love* the new guide/software once we are able to wrap our tiny brains around it is just not going to fly. Please don't tell us that again. It's insulting.
And unless some meaningful changes are made based on those comments, you won't be 'helping to improve the
overall experience for all [y]our customers'.
Also, I would venture to guess that there are quite a few people who will *not* be 'staying tuned', since there are other options available.
If you (Rogers, that is) don't do something drastic to try and retrieve the situation, i.e. putting back the previous interface, while doing a complete redesign and revamp of the current, interesting choice of software, I would expect serious TV subscriber loss in the not-too-distant future.
I suggest you tell the responsible executive(s), who need to get the message, that we are interested in:
1) an immediate solution -- put back the old software (if you still want to update the guide, get some professionals this time, and test the bejeezuz out of it on all your hardware)
2) a comprehensive explanation as to how such an inept software design could be implemented, obviously with zero actual, real-world testing, or any kind of user feedback
(I mean, seriously -- how much time was spent on the software, compared to the 2-3 days it took users to identify the *many* *serious* flaws?)
3) how the rollout could possibly be re-started once the initial feedback started coming in
4) what Rogers plans to do to prevent a recurrence
5) what Rogers plans to do to compensate its customers for the annoyance and loss of functionality
You mention 'the appropriate department'. It would be interesting to us to know which department that is, since I am sure there are many fine, competent individuals who work at Rogers who are not in that department. It would also be very interesting to know the fate of the individuals involved in such a fiasco, if for no other reason than to have some assurance that management is sensible enough to hold the responsible people accountable.
If I had any guts, I'd short Rogers stock on Monday.
You obviously need some people to help you with the re-design, and luckily for you, there appear to be a number of forum responders who could probably do an excellent job. I expect there will be some job openings shortly -- looks like a win-win.
Regards,
Mr. A
