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Wow...Customer Care's gone downhill

ccrashh
I'm an Enthusiast

I had a period in which the rental of my two HD digitial boxes (one regular, the other PVR) was free.  That expired at the end of this month.  I noticed my bill jumped to $120/month (an over $40 increase).  I called to drop down to basic cable, and they didn't bat an eye.  Usually, they fire me off to Customer Care to see if they can retain me.  Not at all this time.

 

Customer Care not a priority anymore?

 

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Re: Wow...Customer Care's gone downhill

G102
I've Been Around
You do realize that a PPV is a per day watch? It doesn't stay on your PVR, it's like going to a movie and leaving and expecting to get back in the theatre a day later, then asking them for your money back...DOESN'T HAPPEN.

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35 REPLIES 35

Re: Wow...Customer Care's gone downhill

Meowmix
I'm a Trusted Advisor

A lot of reps have nerves to do this. They think they are at the right to not do anything at all. This is why i record the convos when i call Rogers. SO if any stupidity like this happens i have voice recordings showing the way reps from Rogers treat us costumers. I would suggest calling back & speaking to a Manager. Ask the rep you would like to speak to a manager & explain to them what happened. They will be able to lower the cable for you.

Re: Wow...Customer Care's gone downhill

Why the bleep do they charge $20 per month for a PVR? They only charge a fraction of that for the cable modem and I'm sure the PVR is not that expensive comparably.  They should be charging no more than $5 a month.

Re: Wow...Customer Care's gone downhill

Meowmix
I'm a Trusted Advisor
I am paying 24.99 for my HD PVR & 12.99 for the HD box. This seems pretty expensive to rent a PVR each month for 24.99. I pay 64.99 for cable + 24.99 for my PVR + another 12.99 for the HD box. comes out to 124 something with taxes each month without any pay per views movies or anything.

Re: Wow...Customer Care's gone downhill

You have to compare costs as well.

 

The PVRs cost.. 350ish to BUY one.
So it takes you over a years worth of rental fee's to come to the cost of buying the box.  Until that year is up, you are actualy saving money. After that year, technicaly you are paying MORE 😞  

 

BUT.. one thing to look at too, is if you BUY it, it has a 1 year warranty.. if it dies outside that, your spending $350 again.
With the rental.. if ANYTHING is wrong with it, you can get it swapped for FREE.  With the 8300pvr, over 4 years, i had to swap mine out 5 times (Hard drives died 3 of the 5 times).. so in the end, it paid for itself that way.

 

 

As for customer care not doing anything to 'keep' you... while i can understand in some ways... what makes you so special over the rest of us.. that they should bend over backwards and give you more free stuff just to keep you, over the rest of us who have to pay for it?
The promo you had, was the same as bell, other companies do at the begining.. give you some perks for joining them.. but then you fall in regular payment as everyone else.

In the end.. people need to check what their priorities are..  IF you do not watch a huge amount of TV.. and in some rooms dont watch the digital only channels.. drop a box if you need to.. if you dont need HD in a room, get an SD box instead.

really in the end.. its not that bad overall... lets break down  on PVR at $24 and not adding extra channels but VIP service at under 70... so lets round it up to $95 a month.

Devide that by 30 days.. thats 3.16 per DAY for 24 hours of watchable TV.

(technicaly, if you had 2 people in the house, device that in half, thats 1.58 a person a day).

Compare that to most other forms of entertainment to go out to (movies etc), you will find it actualy very cheap.

Re: Wow...Customer Care's gone downhill

Meowmix
I'm a Trusted Advisor

GDkitty. Please Read the post again. The person called Rogers to Change the Cable & they refused to do so. In this way i see this as disrespect & also not a good service provided from Rogers. No where do i see the poster complaining about the cost of the service. All they said is that they say a 120/month so they called & refused to change the cable plan. Here is a better way to read it again. 

 

"I had a period in which the rental of my two HD digitial boxes (one regular, the other PVR) was free.  That expired at the end of this month.  I noticed my bill jumped to $120/month (an over $40 increase).  I called to drop down to basic cable, and they didn't bat an eye.  Usually, they fire me off to Customer Care to see if they can retain me.  Not at all this time.

 

Customer Care not a priority anymore?"

 

 

I agree with the poster tho. Rogers should have been able to change the Cable package without a doubt. This is a bad show from a Rogers rep. Another first from Rogers one would say but this is not new.  Unfortunately Rogers reps do this if they do not feel like changing it for you. Its been said in many pages / post / threads how they treat you. Like i said your best bet is to call back & speak to a Manager or a supervisor & tell them your story. They would be able to change it. 

Re: Wow...Customer Care's gone downhill

That is not what i read from the OP's original post. 

without the OP posting again, we wont know, but that line that you bolded can be taken different ways.

 

I read that as, they called to change it down to basic... (which nets rogers LESS money), and they dindnt bat an eye at it... in other words they DID do it.... INSTEAD of sending them to customer care, to try and see what they could to, to keep them on (retain them) as a customer paying more money to them for the higher service.

 

I dont get anything out of it, that they WOULD NOT change the OP's cable plan...

 

And they ARE complaining about the cost in their original post.
With NO payments for boxes, they were only paying a small amount for their cable service.  Now that they box renals were not free for them, the cost of their bill, went up (probably mostly from the now paying for the box rentals).  I was trying to extrapolate on the box rental costs and why they are that way.. maybe a little side topic.. but still relivent.

Re: Wow...Customer Care's gone downhill

Meowmix
I'm a Trusted Advisor
It could be read differently BUT i am sure you can read it as the way its supposed to be ment. It's not hard to understand it. He complained that they never let him change the Cable package to down grade it. Where in their post did they complain about the price? I only see it as they saw the bill & called in to change the package no where do i see them complaining....

Re: Wow...Customer Care's gone downhill

He's not complaining that they didn't drop him down to Basic Cable.

 

He's complaining because they did drop him down to Basic Cable without offering him a better deal to stay at the current tier he was at.

 

Pretty simple.

 

Re: Wow...Customer Care's gone downhill

Gdkitty
Resident Expert
Resident Expert

Yes i can see it your way.. but also as mine.
Unless you know the original poster personaly... EITHER explantion could be correct.. you dont 100% know your way is correct.

 

"I had a period in which the rental of my two HD digitial boxes (one regular, the other PVR) was free.  That expired at the end of this month.  I noticed my bill jumped to $120/month (an over $40 increase)."  

 

 They are complaing here about a $40 increase in their bill.. this $40 would be aprox the cost of the two HD box rentals, which they would not be having to pay for.

My post, was explaining WHY the boxes were so expensive for rental.. maybe a little of a side topic to the problem, but explaining that IF they wanted the digital boxes still, why they are that pricing.

 

"I called to drop down to basic cable, and they didn't bat an eye.  Usually, they fire me off to Customer Care to see if they can retain me. "

 

Basic cable.. at least to my understanding.. which would be phased out soon.. is the NO digital.. just cable into your house, no digital boxes.  This would be ther person going from a... $57+ package to a $38+package, no box rental, etc.
To me what i get from that line, is them saying that rogers didnt make an attempt to keep them at the digital (RETAIN THEM), by giving them some other sort of promo.. they just let them drop it down to basic..

 

I am just trying to give my opinion on how the situation appears.. which can be either way.  Until/IF the original poster posts again, either of our answers is just as valid.

 

 

Re: Wow...Customer Care's gone downhill

ccrashh
I'm an Enthusiast
Both opinions are correct...

They changed me back to basic, after a bit of a struggle (in that they seemed unwilling, citing issues with the 30% cost reduction promo I was on). It was only afterwards that I realized that, in the past, I only had to mention downgrading for cost reasons before they pushed me over to Customer Relations, and this time they didn't. I thought, "Wow...must be a change in policy?"

See, if I came from Bell, I would be given an HD PVR and an HD box for free - based on their current promotion. So, they give offers to new clients and not existing ones.

I just called them back and to cancel outright would cost me a $200 early cancellation fee. Given that Bell offered me three HD boxes (one a PVR) for $70 plus 2 (or 3...can't remember) packages of my choice - even if that comes up to $80, I am saving $40 a month - so the $200 will be covered after 5 months.

Re: Wow...Customer Care's gone downhill

Thats the tough part when signing up for EITHER or ANY company.. check out the promotions 100%... as while they may seem good, there are.. not catches.. but things to be aware of.


IE: the current rogers one... you get the PVR and HD box.. FREE for one year... after the year, you have to start paying the rentals.  And thats only if you hand them in a bell box.. so you have to have owned your bell boxes (while MOST do, not everyone does).

 

Not saying that ccrashh did this 🙂  Just making a general observation.. that the majority of people only look at the big flashy numbers.. and not the fine print.

The number of people that complain about company X's internet/tv prices.. and threaten that they can go to company Y for less.  95% of the time, that less price, is the sign up promotional price yes you would start off and save some money to start.. but by the time you get to the regular billing.. its about the same amount of money 😛 🙂

 

Best thing in general.. is that everyone keeps an eye on their plans and what changes come up.. most people arent normaly changed to new plan types automaticaly.. they grandfather the old plans.  IE when i moved, the guy switching stuff, noticed that i was on the old home phone plan.. and could get the same stuff on the new plan, for $9 less a month 🙂

 

Really.. in the end.. people have to what's best for them.. whatever they think that may be.. and i hope they enjoy whatever service they get wherever they are 🙂

Re: Wow...Customer Care's gone downhill

Meowmix
I'm a Trusted Advisor
So apparently my comments on page 1 has a few users thinking i am starting a " fight" when i am not. Anyways i would like to apologize for those who think that. I am not starting a fight nor wish to start one but i call it like i see it. If any user has a problem i like for them to PM my instead of a mod next time..

As for the thread like i said in my original post. Rogers reps do this a lot. If you read Howards threads & a few other sites there have been a few people complaining about the same thing.

@ Crashh. I have been in your spot as well. I would have spoken to a Manager or a supervisor & told them what was going on. Yes Bell DOES offer great promotions this is why people are going with them BUT keep in mind that Every Cable provider has problems. Rogers tends to have more problems then any others but everyone does. In the start next time just search up reviews & such & see everything BEFORE you sign a contract.

Re: Wow...Customer Care's gone downhill

Gdkitty
Resident Expert
Resident Expert
I agree, make sure to do the research first, to see if there are issues in your area.

But I have to disagree with tha Rogers having more issues, buts that my experience.

I have had cable, home phone, and Internet for 6+ years, wireless for over 4, and the only thing I have ever called for was to call to exchange faulty 8300 pvrs. I think I have called 2 other times, and both of those were total cable outages in the area, and was only down an hour or two.

No matter where you go you will have people swear by them, and people complain. 🙂

Re: Wow...Customer Care's gone downhill

Meowmix
I'm a Trusted Advisor
Agreed Gdkitty. Everywhere you go you will see people complaining. Every single carrier / Cable provider will have problems no matter what they are. Some will say Rogers is better & some will say Rogers sucks but in the end the carrier does not listen to us lol.

Re: Wow...Customer Care's gone downhill

None of them do in the end.. very few companies do sadly.. they do what THEY think is right, vs what their paying customer base is asking for... only a few companies out there that actualy do like Blizzard, etc.

 

I mean really all we could do to protest.. is NOT pay for ANYONES service.. and they would force to do something to get people to pay again.... but then how many of us would go through withdrawl 😛

Re: Wow...Customer Care's gone downhill

ccrashh
I'm an Enthusiast

Well...this time last year I had 4 rogers cellphones, VIP Digital Cable (HD) with TMN and HBO, Internet, and home phone. 

 

As of right now, I have 3 rogers phones (a total of 5 household - the others are on Wind), basic digital cable, and the home phone.  I went with Teksavvy for my Internet. Total loss to Rogers, monthly, is something in the neighbourhood of $200  (not sure how much they get from Teksavvy).  Ironic, given that is the penalty for early cancellation when I switch to Bell (sidenote:  I knew there would be an early cancellation fee...just needed to call to get the amount).

 

So, by sometime next week Rogers will have gotten their $200 but lost an additional $50 a month.  They might also lose my home phone account, since I am sure Bell will sweeten the deal if I get two services with them.

 

So...total loss for Rogers/yr is about $2400.  Awesome business practice 🙂

Re: Wow...Customer Care's gone downhill

Meowmix
I'm a Trusted Advisor

Even if you go to Bell they will still have problems nop matter what. Every carrier like we said has problems & complaints no matter what. Good luck with being with Bell & i hope nothing goes wrong on your end once you go with them. I have heard a lot of good & bad things about Bell. Lets hope nothing bad goes with you there.

To Rogers even if you leave they will not care because every day someone else will sign a contract with them. Losing $50 a month is peanuts for them. Even if they lose $2,400 a year is peanuts for them as well. They do not care if one person leaves because in a few minutes after you leave someone else will sign into a contract which will bring that money back there again. I am actually think of leaving Rogers as well. This is due to Rogers reps always giving out the wrong info.

Re: Wow...Customer Care's gone downhill

meowmix has the info right.

Hopefuly you have a good experience at bell.. i had not in the past... while rogers is not perfect, i have had very little problems with them compared to when i had services with bell.

 

The deals may seem sweet to start.. but by the time all promotions are done and over with and you are back paying full price at bell.. in the end you will find costs very similar for the same stuff... in the end its all expensive.

Re: Wow...Customer Care's gone downhill

GoughFamily
I Plan to Stick Around

The customer service at Rogers really has gone downhill.  They used to have one of the best customer care departments anywhere.  The last few years - it has really gone downhill.

 

I had an issue recently - which I found very troubling.  Rogers made a mistake in erasing my entire PVR hard drive with the software upgrade, and I sople to four Rogers employees - including one employee who makes comments on these boards.  FOUR people promised to help me, and exaclty zero took ownership.  Very sad.

 

Oh well, will be switching to Bell - and while I know they have some of the same issues, I have always had my home phone with them, and whenever I have a problem, I am treated like a person not an account number.

 

Good luck to those of you still with Rogers.  I'm sure my problem is in the smallest minority, but Rogers showed me they don't want my business (which is about 300 bucks a month including cable, internet and cell phones).

 

Ciao.

Re: Wow...Customer Care's gone downhill

And i had the same sort of experiences with Bell.. why i switched to rogers.   Like we stated above.. you will find it everywhere.. dont expect the compitition to always be better.

Just like politics.. sometimes its the choosing the lesser of all the evils? 🙂

I have NEVER had a problem with rogers employees when i have called.. they are always treated me well.  The only issue i have ever run into.. is that they will often not have enough knoledge of the inner workings and things that only more senior people will know... once/if you get ahold of one of those, your golden.
Unfortunately, any call center, you often have a high turn over, so you run into this alot, everywhere.

 

While i find it unfortunate that the wipe happened to you with the upgrade.. what was it you were wanting rogers to do?  It was an accident that it wiped it, im sure.  And like anything on a computer, you wipe the hard drive.. the info is gone..they cant really restore it back to the drive.

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