Hi,
I was scheduled to get an XB8 last week after I was told they cannot ship it to me as a Rogers Tech needs to come in an swap the modem, run tests and ensure its functional before leaving. They guy shows up 1 hour after the timeslot has ended with nothing. The next tech ignores the appointment time and shows up in the middle of the day. Finally I book a third appointment for the next week with a Senior Tech.
On the day of the appointment my modem XB7 stops working entirely. Both me an my wife scramble and use mobile data as we work from home. I call Rogers multiple times during day telling them that they have broken the link between modem and account. They deny it. How do I know this? Because this happened when I went from the XB6 to the XB7.
The tech comes, he says the account is broken, leaves the XB8 for me to self setup, takes the old modem and gives me a 48 hour window (on top of the 20 hours it has not worked already) to fix it. He says the back office will fix it eventually and left. I question how can you leave customers stranded because of your mistake. He says he is just a contractor and he does not control Rogers but give him good feedback on his survey.
Now its day 2 in and a week after the contractor messed the account and we are simply put screwed...
- Where is the escalation line?
- How can you take people offline and have no SLA to fix it?
- How are people who work from home supposed to rely on Rogers?
I have escalated to the presidents office. I will be complaining to the CTSS. This is unacceptable and has directly impacted our jobs and financial stability.
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