I didn't buy a SmartDrive, why does the email say I did?

[brokencompany]

I just received an email stating about this Smart Drive thing:

"Now that you've received your Rogers Smart DriveTM device.."

BUT, I didn't buy one, and I don't even have an active Rogers account (when I try to login to my profile it keeps asking me to associate it with a Rogers account).

Is this an error or did someone use my email address to sign up for service? 

**Added Labels**

[Meowmix]

Hello @hemertwv

Rogers sent out a email this morning letting customers know it was a error. It would have been better last night however it seems their site and systems had some problems. Some may receive the email late but some have received it.

[hemertwv]

I got the original email yesterday in fact two of them and I have not received the email update from them as of now. It still doesn't account for why they responded on Twitter first when they sent the message on email.

[Meowmix]

Hello @hemertwv

Yeah i got 2 of those emails and then 2 emails letting me know it was a error.

Twitter Social media reps are 24/7 rather then developers who may work different hours. Social media reps have no access to the website to change things or send out a email. I guess they got the information faster and sent it out that way and took them this long to send out a email.

[hemertwv]

First not complaining to you, just need to vent my frustration, and sorry but I have to balk at that, I have managed very large support teams in the IT world for a variety of industries, TELCO, Oil and Gas, Utility, Government, Police,, Health.  And there are on call people always to respond to these types of things, as well as leadership, Rogers management should have escalated this, and brought someone back in to address it, letting customer hang and waste time on hold is not a sign of customer service.  

I left Rogers years ago because of things like this, I came back and it hasn't changed, I'm not complaining for the sake of complaining, I'm complaining because the only way that Rogers will clean up its act is by losing customers, and if it doesn't clean up its act it will continue to lose business.

I can't tell you the number of calls over the last 15 years I had to place to a rogers customer service agent because our services changed without us asking for them, our bills were wrong for no reason on our part, etc. etc. etc.  When our final contract was up and the job I was working on was over, see they only used Rogers for Cell service, we switched, we only came back because the competitors didn't offer the same wifi cell package for at home remote.  Guess what, the competition does now, I have had problems with Bell and or TELUS but never with the frequency or repetitiveness as with Rogers.

When we got our first phones with Rogers, we got a good deal, but they screwed up in setting up the account, but to fix it they had to issue us a 20 dollar credit every month on an 80 dollar bill. Every month for the first 6 months we had to call in and "Remind" them that they agreed to put it on automatically.  Then on Month 7 they credited our account for all 7 months the 20 dollars, so now we were double credited, I knew that would bite us in the future so I called waited on hold, talked to a rep and guess what they reversed the credits, all of them, all 7 months and then sent us a collection letter cause now we were over 8 months late.

That is it I am done with Rogers as soon as I can, and I am done with hearing excuses, I want to hear the President or CEO or someone from ROGERS respond not someone else, apologies in advance if that insults you, that is not what I meant to do.

[Meowmix]

Hello @hemertwv

In no way am I taking this rude or insulting. It's the truth and I 100% agree. Unfortunately I had to make the same choices a couple weeks ago and transfered one of my lines over to another carrier.

I think the fact is that whoever was taking care of this system failed to do their job nd caused a huge issue and now customers are upset. Took them the next morning to send out another email regarding this.

[Beenawhile]

Everyone might have gotten it, but I'm NOT a Rogers client, the email they sent it to is used as a backup email to my Yahoo account, thus it's not a "mistake". Either it's a phishing scam, or someone has added my email from yahoo to the Rogers database. 

Let me reiterate:

1- I am NOT a Rogers client.... haven't been since 2009. 

2- The email they used was created in 2011

3- The email is used as a backup email for a Yahoo email account

[BS]

There is a notice about this "error" on the Rogers.com page, emails have gone out to those who were effected, I here it was at twitter and it is now on Facebook Rogers site too.

Less than 24 hours, but some suggestions though - the comment by @hemertwv about his experience in many large organizations of someone on call to deal with things immediately is a legitimate point.

I didn't work in organizations that large, but as the person in charge, I carried a pager and if something like this came up, I knew within minutes of staff dealing with i being aware.  I would then analyze it and quickly make the decision to use the communication methods available to let all effected staff and people know.

In the case of Rogers on this one, as soon as it was known last night, there is the capacity to put an immediate message, "if you are calling about email on Smart Drive ...." it was an error and can be ignored.  Effected people will be contacted within ... hours."

The notice on Facebook could go up, the notice to the Forum could go up (don't recall, but other than @Meowmix, was there a formal statement from the forum moderators on this? - lot of posts in 12 hours).

The notice on Twitter, and a notice on chat could go up and the notice on the rogers.com, then the emails the next day all would lead to an immediate response that gives the impression to customers that Rogers is right on top of things.

Yes it takes time to analyze and respond, but this one basically shut the help support system down by the looks of it - I know in my company, the staff in charge had the authority to put that message out without my permission, or contact with me, they just had to advise me so I could follow up and know what was going on.

Just suprising to me and the other person that it took this amount of time, even if less than 12 hours to achieve.  But I think he and I have operated under very high standards and had high standards for ourselves and our staff - this side of things was our service, and we were accountable to our customers to provide immeidate and timely communication.

Just a general comment.  Call it lessons learned under PMP priniciples of Project Management Professionals which most high level IT and communications specialists in any company I ever worked in would have these skills and certification.  How to improve the response time for next time.

Then you work with how it happened in order to avoid in the future, but this by definition is crisis response, you move - I compliment the teams for moving as fast as they did, but I feel sorry for the poor customers and the staff answering the phones.

Bruce