Thx for the response gdkitty but it is really lacking in substance. As an RE, I would have expected a more knowledgeable reply. Rogers is lacking in so many customer support areas and there needs to be concern raised at the right levels to improve their customer communication. Your reply does nothing to reassure me something will be done.
As an RE.. i am just a USER, just like you. I DONT work for rogers, have no access, control, etc.
I just have a bit of knoledge on how the phone systems work. (part of my job it to work with similar ones), and that they have multiple call centers (as way back in the day, i applied to work in one, and was informed of the multiple locations) So was just passing that along.
I do agree, it would be great if something more that could be done. And it possibly could? But i also know it likely would not be easy. Even though person A is at call center A, and person B is at B... the phone system doesnt see it that way (in most cases). There often is no 'physical' location, its just routed to agent A.. regardless of where they are.
Unless its a GLOBAL system down... Put up a message... saying that MAYBE the person you get may not be able to fully help? Really at that point.. all that could happen is all those agents LOG OUT.. so calls cant be routed to them.
I agree that its insanely frustrating when you call in and this happens though.
I would recomend voiceing your opinion on some of the Rogers Social media outlets.. as those are fully staffed by ROGERS employees.. and more likely concerns are to be passed along.