Customer Service

[Marc57]

I was a long time Shaw customer.  When I had an issue or question I could chat with a live agent within several minutes and when I called in, I had an option of a call back or wait for about an hour.  Unfortunately Rogers Chat with a live agent means I am in que for over 90 people and when I call I always get "Due to the high volume of calls ....".   How come EVERY time I call you are faced with a high volume of calls?  Why is there no call back option?  It seems like Rogers does not care about customer service and is purposely making customers wait extremely long waits.

I hear Bell is great in answering calls (within an hour) and providing follow-up service (within days).  Looks like we will have to check out Bell when our agreement is over.

[RogersMoin]

Hello, @Marc57.

Thank you for joining our Community and sharing your experience with us. We deeply value your feedback and your long-time loyalty as a customer. We understand how frustrating it can be to face long wait times when you need assistance.

Rest assured, we are actively working to improve our service and explore more efficient ways to connect with our team. Your comments about the callback option and wait times are essential to us as we continuously seek to enhance your experience.

Thank you for your patience and continued support. 

Cheers,
RogersMoin

[Babylegs1]

I have services with Bell also and I will tell you, the grass isn't greener over there, I will be on hold for an hour and then get disconnected before I have spoken to anyone. Too many times, wait hours are brutal

[LordDrakkon]

Telus is about the worst I have experienced. 2+ hours on hold to get someone who doesn't even understand the job they were hired to do. A network of primarily band 66/n66 coverage isn't great inside or in places eith lots of large buildings.