Disappointing tech service

[SanjD]

I had a technical issue with one of 3 boxes in my house. I first contacted Rogers through the text service. Agent tried multiple things and the said to call back if issue persists. It did and I called back. This time on the phone. This agent also made me do few things and then she did few tweaks on her end. Issue still not resolved and I called back. He went on to do the same thing and when I said that I have already done these, he said that he has few more tricks up his sleeve. Anyways, I had to call again and to my utter disappointment, same rigmarole again. Each time I spend 45-60 minutes with the agent However this time the agent said that she will just send a new box to my house. 3 days later, instead of a box, I get a call from rogers tech support asking to fix the box. This is beyond frustration. I am on call right now with Rogers and have been on phone for 40 minutes (including 18 minutes on hold before talking to anyone). Why couldn’t Rogers have qualified tech person to take care of the issue right away???

[asturias7]

What I have learned throughout the years is that it really is the luck of the draw when it comes to who ends up answering on the other end, whether it be via Live Chat, over the phone, etc. I must also add that, unfortunately, there are still many incompetent reps, while others seem like they simply don't care and tend to either brush customers off or pretty much reply in a rude manner.