bad customer service

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Laura777
I've Been Around
Posts: 1

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!!!!

RogersMaude
Moderator
Moderator
Posts: 2,379

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

 
_PamR
I've Been Around
Posts: 1

Re: bad customer service

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?
BS
I'm a Senior Advisor
Posts: 2,154

Re: bad customer service

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.
A_Little_Lamb
I Plan to Stick Around
Posts: 13

Re: bad customer service

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

lockdown2341
Rogers Employee
Rogers Employee
Posts: 357

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.

jstowe1
I've Been Around
Posts: 1

Re: bad customer service

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

RogersAliciaG
Retired Moderator
Retired Moderator
Posts: 235

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

Shengnanwang
I've Been Here Awhile
Posts: 4

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. 

 

RogersHassam
Retired Moderator
Retired Moderator
Posts: 571

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