This sounds like some really good news.. and is hopefully done right.
They can come here, to even look at some of the bigest things that people complain about customer service, etc and what can be improved.
Those sounds like reasonable solutions, although a lot of people confused "poor customer service" with people just getting the answers they want, ex. going over your data and not getting all the charges waved. Just because Rogers doesn't give us everything for free and credit all our overages, doesn't mean that's a bad customer service.
It's just that when you make 4 phone calls to support, and not once CSR tells the same story about your case, there's a "poor customer service" right there. I understand that for some, they are unhappy because they don't get the answer that THEY want, but for a lot of the problems i've seen so far, i was in the right to complain.
Here's my two cents- to improve customer service maybe Rogers should give their reps more authority and training to HELP certain customers rather than hindering them (and frustrating some customers because the wrong information is given). This is a function (partially) of the computer system and restrictions that Rogers currently has. The IT dept. in Rogers is not helping the situation.