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bad customer service

jiangbob
I've Been Here Awhile

lately, i had my plan changed. the confirmation I received was $100.53 per month. When I got my bill a couple days ago it was $117. so, I called and questioned why. A Gentleman, I believe whose name is Scott answered the phone. After I told him my Confirmation number, he was keep telling me 75+45-5 something like that.

As a customer, i don't really mind how you add your numbers. what I want is my final bill. Scott was trying to tell me their employee made a mistake. finally, I told him that I would like to pay off my phone and cancel my service. he told me his computer was down and wait on the line. which is not a issue. then, my phone get cut off. And, he never call me back.

 

after 10 years been with Rogers, I think it's time to say Bye!

 

 

 

***Edited Labels***

42 REPLIES 42

Re: bad customer service

RogersDarrell
Community Manager (Retired)
Community Manager (Retired)

Hello @jiangbob,

 

I'm sorry to hear of your experience. We hear at the Community Forums would like to take over and assist with any further concerns.

 

Please let us know and we'll have someone reach out to you via PM.

 

 

RogersDarrell

Re: bad customer service

christina007
I've Been Around

#ROGERS IS TOTAL #RIP OFF! You sign up for a contract with them with a plan. They give you a total different plan.

 

I signed up for $75 Corporate plan that includes unlimited Canada calling, 3 GB of data. At the end of month, they send you the bill over $1300 saying that you're going overusage and all your data is block after 1GB.

 

I called in to the customer service, they said my plan is only 250 minutes and 1GB of data, unreasonable crazy charge that goes over usage???

 

How coud that be? Rogers rep makes a mistakes, and it's not my fault, it's their unreliability. At the end, I'm the victim of their mistake that they withdraw from my bank account.

 

Stay away from Rogers! They will steal your money!!!

 

 

Re: bad customer service

Good day @christina007,

 

We apologize you are feeling this way about the billing issue.

We certainly understand your frustration, caused by the poor experience.

 

We would not want to see you change service provider and are sorry you were unable to settle this matter with the customer service representative you were speaking with.

 

The Community Forums team would like to take a deeper look into this and assist with any of your concerns.

Please let us know and we'll have someone reach out to you via Private Message.

 

RogersMaude

 

Re: bad customer service

jiangbob
I've Been Here Awhile
yes stay away with rogers,
after I talked with them about 2 month ago, they said they will reach me. As of today, no one contacted me.
Great customer communication..........I just had my phone paid off 3 days ago. I suggest you do the same.
very disappointed service.

Re: bad customer service

Hi @jiangbob

 

I am very sorry to hear this. Having a look at the messages above, we had indicated to let us know if you would like us to have someone reach out to you.

 

After that message we never heard back from you. If there is anything else we can help you with, don't hestiate to contact the @CommunityHelps team.

 

You can also contact us via Twitter @RogersHelps or on Facebook.com/Rogers

 

RogersAsif

Re: bad customer service

jiangbob
I've Been Here Awhile

so basiclly, you are telling me after the customers have concerns with the service, after the customer called your support team, after the customer left a comment on you official website. then, customer have to ask you again. after all, someone is going to look into the issue instead have the problems figured in the first place???

 

this is my confirmation, i am going to post here. 

I like to have anyone here as a witness to see how long it's going to take you guys to have the issue fixed. 

 

Do you want me to post on other social media to have the general public as the witness?

Re: bad customer service

You need to contact them directly, as they need to get your information to look into your account properly.  (probably dont want that information here)

 

While the rogers team try to help with things through here..  this is as the title says.. a COMMUNITY forum.  Its primarily designed for USER to USER interaction. (RE's like myself, are users just like you)

 

Send @CommunityHelps a quick private message (click on the link here.. then on where is says send a private message) detailing what the issues was.  They should get back to you with something to confirm your account details so they can look at the right account. 

Hopefully they can figure something out for you.



Re: bad customer service

Hi @jiangbob

 

We would love the opportunity to look into your concerns and I am very sorry to hear they are unresolved . As this a public forum, we wouldn't have direct access to your account when you post your concerns here.

 

As @Gdkitty has mentioned the Rogers Community Forums is a user to user environment. If you need direct support in regards to your account the @CommunityHelps team can intervene. We will need to gather your account information via Private Message so we can look into the details of your issues or have someone reach out to you.

 

You can submit a formal complaint via "Share a concern". This method would request your account information so a representative could look into your concerns.

 

I have had someone from the @CommunityHelps team reach out to you via Private Message.

 

RogersAsif

 

 

Re: bad customer service

OLDYELLR
I'm a Senior Advisor

@jiangbob, once uou have exhausted all the steps suggested by @RogersAsif with no satisfactory resolution, you can contact the Rogers Ombudsman. https://www.rogers.com/web/support/account/ombudsman/376?setLanguage=en

 

According to published information, the success rate doing this is 65%.


Rogers PayGo. Location: S-W Ontario

Re: bad customer service

Rogers Tech Support is like taking a chance on a roller coaster of competence verus incompetence! I have a brand new Samsung Galaxy S6 where calls are going straight to voicemail and don't even show on my call log. Live chatted yesterday. Got Justin who made me change my mobile network from LTE to HSPA, it's like going from super speed to dial up. Seriously? Tried live chat again today, good thing I'm on holidays this week! Got Steven, he told me to shut it off, he re-set the system and it seems to be working now, for now. But he says it may happen again. Seriously? So I may never know if I missed a call or not if they don't leave a message because it doesn't show on my call log so let's just go with that??? I've only had the phone two weeks! And it's not a cheap phone! Tried to set up my new Rogers account at my RBC account for online bill payment. It won't take the account number. Says its not valid? Can't remember who I had yesterday but he says it's not Rogers fault, it's the banks fault? Yet my previous Rogers account worked fine at my same bank? Live chatted back today. What a way to spend my holidays! Got Natasha, who by the way needs spell check on her typing. Explained the whole scenario all over again about my account number showing up as not valid. 20 minutes of "live chatting" and her response "you have to set it up at the bank, you can't do it here". Really???!!! No kidding! Hung up on the live chat with her after a 15 minute wait to actually chat with someone. 45 minutes of my life I will never get back. Two weeks ago when I got the phone, I wanted to set up my account. And moved off the one I shared with my daughter. My daughter and I called to do that. Got some dude who said to call him back in 3 days??? Then he put us on hold forever. What kind of answer is that. Hung up on him called back and got Cindy who was awesome. So competent. Bless you Cindy! She moved the accounts and set up my new account on the phone, all my passwords and so on, no probem! What is with the tech support. It's hit and miss. If you get someone who obviously doesn't know what they're talking about, you hang up or |unlive chat" and call back and keep doing that until you reach someone who actually sounds competent? Seiously? Because we have nothing better to do in our day? So frustrating!!!!

Re: bad customer service

Good afternoon @Laura777

 

Thank you for your post and Welcome to the Forums!

 

We understrand the inconveniences caused by this situation and can certainly understand your frustration.

We apologize you are feeling this way about the poor experience with our technical support agents.

 

The Community Forums team would like to take a deeper look into this and assist with any of your concerns.

Please let us know and we'll have someone reach out to you via Private Message.

 

RogersMaude

 

Re: bad customer service

_PamR
I've Been Around
I used to believe Rogers was a great cell phone company that treated their customers with such care, and wanted to work out all problems. Within the recent months, my outlook has drastically changed. I've called in a few times with competitor prices, but instead of helping me out, they have put down the competitors companies, and then in turn tried to make themselves look like the a great company with amazing services.
I've recently been receiving questionnaires about my service, and to change my phone plan, in not looking to pay more for things I don't use. Ive been calling in to pay less and get competitor prices.
Sorry Rogers, my contract expires in two months. I'm leaving after 10+ years. For others out there, look at all of your options. I don't know why we are all paying such high prices to be treated the way we are. The customer service has gotten worse as the years go by. If we are all paying high prices and the extra fees for God only knows what... Why isn't there more included in our packages?

Re: bad customer service

BS
I'm a Senior Advisor
Glad to hear that I am not the only one who has dealt with "the only word for it is incompetence, or maybe poor training". I too do not want to be constantly upsold to their new plans. I worked hard to get the current services at the plan prices I have - if I want to change, I will ask. When I call in for options, I am looking to stay as close to what I have, but they are well scripted in their responses. And the blaming the bank, or the user, or anything else is unacceptable. I too have set up online billing, recently removed due to too many errors, then the new billing problems. Yes there are options, and I too am looking hard. My plans are almost all done, the last one is next spring, then I am free to do whatever I want. Don't want to, but I can only take so much.

Re: bad customer service

A_Little_Lamb
I Plan to Stick Around

I should have read all these before signing up for any offer, thanks!

Re: bad customer service

No agent should ever put the blame on the customer. All agents are trained to not do that sort of thing, but it does happen unfortunately.

 

Setting up online billing can be tricky, as you need to ensure you have the correct payee to go with your account number. As a general rule, if you have Rogers Home Phone or Wireless service billed on their own, or consolidated with other services, you're looking for "Rogers Wireless" as a payee along with a nine digit account number. If all you have is Cable TV, Internet, or those two services billed on their own, you're looking for Rogers Cable and a 12-digit account number.

 

As far as available options, you have to remember we only have so many options available to us as well. You might want t stay with what you have now, however what you have could possibly be something that is expired. There are several offers that won't work with older service packages and require you to migrate to the new packages to take advantage of them. When you call and ask, we offer you the best options that we have based on what you need. But if you don't want to change your packages or services at all? That limits what we can do for you. We don't always have the ability to place a discount on your service and call it a day, although we do our best to find what works for you.

Re: bad customer service

LEAVING FOR TECHSAVY. I HAVE NEVER HAD TO DEAL WITH SUCH A TERRIBLE COMPANY. IM TIRED OF BEING RIPPED OFF

Re: bad customer service

Hi@jstowe1

 

I am sorry you are feeling this way. Smiley Sad

If there is anything we can do to help you please let us know.

 

Regards,

RogersAliciaG

Re: bad customer service

After staying with Rogers for 12 years, I have decided to switch my cellular service provider. The most recent incident taught me that Roger's customer service agents does not care about their customers and is not competent. I am done. 

 

Re: bad customer service

Hi @Shengnanwang,

 

Welcome to the Community! 

 

I'm sorry you feel this way. Is there anything we can help you with here? Can you please describe the issue you've had so we can better assist? 

 

Thanks, 

RogersHassam 

Re: bad customer service

leaving rogers after being with them for18 years!

 

after not getting a phone with rogers for more than about 5 years and being a loyal customer for 18 years grand father plan im treated no different any other regular joe that joins rogers and i'm dissapointed.

i called to get a new phone after dropping it and now my data on the phone doesnt work. 

so i call rogers customers retention and theys keep saying i gotta pay $80 a month and i keep talking and it goes down to $70 and rep say it can't go down any more.  this deal is available to any new customer.  and rep even told me they treat everyone the same lol.  Why did i stay with rogers all this time for???  i dont see any point and i cancelled the acct.

U guys dont value old customers thats very sad to hear.