@hopetindall wrote:
Hi @OLDYELLR
Thanks for responding.
Agreed - I don't envy the reps either!
I've spoken to a few reps that know their stuff and were as frustrated as me!
One even repeating, "I can't believe they just closed the ticket without making any notes!".
But - can't dispute - a couple of folks here in the forums, a specific manager who handles escalations in the management team (who called me every Tuesday evening for a month until the issue was resolved), and someone in the OOP have proven themselves to really be the "voice of the customer". I'm grateful for their caring and their advocacy.
Nobody is expecting perfection - but if Rogers could get more of their team members to be so great as the handful that have helped me and if they could align their direction to excel in customer service (and avoid some of the silly decisions that break things!) 😉 - put together with their superb services - they would be even more successful!
PHT
I agree there's a lot of good and competent Rogers people on the forums, at Community Helps, and phone customer support. Unfortunately, they are all at the mercy of whoever in the food chain is responsible for fixing these issues. My personal issue started with not being able to see My Rogers account, then it went to the pop up window about linking accounts and stayed there. It's just over 6 weeks since this mess started after changing my user ID to my email address. A case number was opened almost immediately, but absolutely nothing has happened since.
The real issue for me is there is zero communication on the status of the case despite me asking about it several times. Seriously, what kind of PR is that? That is what reflects badly on Rogers. It just boggles my mind that Rogers does nothing to keep customers apprised of what's going on, despite their customers' evident frustration. I'm sure these issues eventually get to the point where customers simply leave. I know there are ways to escalate your problem and have read the rules about contacting the Office of the President and the Ombudsman. The rules, as stated on the Rogers web site, make it almost impossible to get to either entity. For instance, I can't contact either one because I have a case number and it has been escalated, as if that's of any use. It's easy for Rogers to tell you your case has been escalated but, when absolutely nothing happens after weeks have gone by, AND they can't tell you anything, it's just a joke.
Just imagine what it would be like if customers couldn't see their bank account info. It would be on the front page of every newspaper and news outlet across the country.
I've been a Rogers customer since 1979 and have never seen such incompetence. I have mixed feelings about Rogers right now. On one hand, I feel like packing it in and, on the other, I like my Rogers services, so it's a bit of a conundrum.
@jimboden ... Yup .... seems Rogers is about like Tim Hortons .... it has become a status symbol for many and it doesn't seem to matter how poor the service is or how much they detract from the quality of the product they provide, people stick with them . As long as people buy in to it, why should they care ? What are a few complaints ... put up something like this board to resolve or redirect the issues of those that complain the loudest and you're good to go . 
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