Adding A DID - Horrific Customer Service

[pmichael]

Just a horrifically bad interaction with Rogers, which seems par for the course with them, today, and every day.

All I want to do is add a single inbound DID which can accept calls and text messages to my existing account. I don't want a new account, I don't want a new line, I just want an additional inbound number. So, let's talk about my experience today.

1. I call Rogers at 11:07am EST today. Sales has no idea what I'm talking about. They tell me there's no such thing as a DID. I was explicitly told "I've worked on every part of the network, I know it and there's no way to add a number to an account". That's funny, because if this person had even the slightest knowledge of telephony they'd know what a DID is. That's telecom 101. They tell me their "support" team says a "DID" doesn't exist, and apparently if their support team says something, that makes it true. Wild, could it be possible that their support team are also incompetent and not "know everything"? Apparently Rogers frontline home sales representatives are the ONLY authority when it comes to telephony, and they absolutely can't be wrong about anything.

2. This person then passes me to their "senior" people. I've now been on the phone for 45 mins. Turns out they just sluffed off the call to retentions. How unprofessional. The next agent has no idea how I got to them. I explain it all again. This person can't help me and has no idea what I'm talking about. I tell them I want to escalate this matter to the office of the president. I get a bunch of run-arounds, and now I've been on the phone for over 1 hour. I'm told "I'm talking with my manager". They have me on mute for about 10 minutes, until I ask them what they're doing. I'm then told "my manager is on the line, they'll be talking to you in 2 minutes". Well, 15 minutes later, I finally talk to a retentions manager. 

3. I've now been on the phone for 1h30m. The manager again tells me a bunch of nonsense that makes absolutely no sense, contradicts themselves endlessly, and when I point this out, they claim I'm wrong. I tell them I want an immediate escalation to the office of the president. They continue to give me the run around. Finally, they begin to open this escalation. I tell them I've been on the phone for 1h45m and I need to go, and to ask them to email me the interaction ID. Apparently they "have no access to email". I challenge them, and say "so, you have no email address?".. ."No sir"... "So, you don't have firstname.lastname@rci.rogers.com or something similar"... "No"... Well, that's a lie, we all know. I ask if they use Outlook, and how they send/receive any internal communications, you know, seeing as they're a manager with retentions. Apparently now they DO have access to email and the ability to send email. So, they WERE lying! 

Just another day, another set of completely useless Rogers representatives which have zero interest in resolving customer concerns. I went from a customer who as looking to add more Rogers services and give them more money, to now looking at migrating all of my Rogers services to a competitor. I've been with Rogers for over 25 years in various ways. The past 10 years has been absolutely horrific. Time after time, this is what I get.

The most basic of requests, and they can't even figure it out. Is this what they're proud of? Seems as such.

**Labels Updated**

[RogersYasmine]

Greetings @pmichael !

Thanks for joining us in the Community Forums and for taking the time to outline your concerns. I do apologize for the poor experience you recently had with us, that is never our intention. Hopefully, we can turn things around for you.  🙂

Although, I am also not familiar with the term "DID", I did do a little research and I believe we do offer a similar service through our Business team, but we call it "Advantage Voice" (formerly "Unison"). Do you happen to have a Regular Consumer account or do you have a Business account with us? 

To inquire about this type of service, I would recommend that you get in touch with our Business team directly, so they can go over it with you in greater detail and provide the options. You may view their contact info here.

I hope this helps!

Kind regards,

RogersYasmine

[Pauly]

pmichael,  as RogersYasmine stated, the call centre staff at Rogers Wireless Customer Service for Consumers may not know anything about it because it is not a service they offer at their consumer services

Instead of calling them and asking over and over to get a DID, it would be a good idea to research first on the web site and see if it is even listed as a service and which type of service plan offers it.  In this case, as RogersYasmine suggested, its offered as a business service only so the residential support staff would not know what it was or how to answer you.  not everyone who answers the phone is familiar with the entire telecom terminology or the vast amount of telecom products and services, they are only trained on the services that are being sold and offered, so its not wise to get upset if someone does not know or understand what is Direct Inward Dialing (DID)

[pmichael]

All of these replies are terrible. You are turning the blame on the consumer to know what a corporation offers, taking the blame away from the corporation for not having staff that can handle a simple question.

You're also not addressing the fact that multiple CSRs have blatantly lied to a caller simply because they can't take 10 seconds to think about what they're saying, and instead just say whatever comes to mind without knowing it to be factual. Sure, it's perfectly understandable that a consumer CSR may not know all telecom terminology, but for them to outright tell me that they do, then tell me that I'm wrong and I don't know what I'm talking about is just blatantly ignorant and terrible customer service.

This isn't the first, second, third, or even 10th time I've experienced such things from Rogers customer service. Literally. In the past year alone, I've had 4 interactions with the office of the president as a result of CSRs that just tell me complete nonsense which is patently false. This is a systemic issue within Rogers. 

For someone to say "that is never our intention. Hopefully, we can turn things around for you", is nothing more than lip service unless results are provided.

How could this have been better? Here's a few suggestions: 

1. Have the CSR speak with their support team, or even do the slightest bit of research.  

2. If a CSR doesn't know the answer to a question, simply tell the caller "I don't know the answer to this" instead of telling them lies. This only compounds the problem.   

3. Have the CSR say "Oh, it looks like this is a business type of solution. Let me get you in touch with the business team".

All of these would have began to move this towards a resolution. Instead, all 3 people I spoke with not only failed to take any action to move this problem towards a resolution, but actively put more problems in place and lied to a caller. Not one, not two, but all 3 agents lied to me. They told me complete nonsense, they misrepresented themselves, and they outright insulted my intelligence.

Is insulting a customer and lying to them part of the standard issue training at Rogers, or were these CSRs just simply thinking for themselves and decided this would be the appropriate response that would be representative of the company's wishes?

For the record, I spoke with the business team. I spoke with two agents. You know what they did? They laughed at how horrifically bad the consumer CSRs are. I laughed with them. They knew exactly what I wanted.

Turns out to have success with Rogers, it's on the consumer to tell the company how to do things. We need to be the experts. How shameful.

[pmichael]

I should add, now the Rogers Business team took 25 minutes on hold to tell me "you have an escalation to the office of the President, so I can't help you with your services". They will call you in 3-5 business days.

THIS is the level of customer service you strive for?

Apparently if I have an open escalation, then I'm unable to receive any sort of support or customer service? Because, that's what I've just been told.

Rogers - The place you go to work when you don't have critical thinking skills, apparently.

[Pauly]

Are you requesting to add the DID to your mobile cell plan?   or to a fixed voip service

I am asking because even myself who is very knowledgeable with the telecom industry, could not tell at all from your post, you left out that very important tidbit.

which service of yours are you inquiring about, what do you want to add, etc.