Need advice / help.
On Dec 8, the morning of my Digital channels was all there, in the afternoon I was left with about ten channels. I called Rogers they said they do not support legacy anymore that I needed to switch to ignite. I went to swap the next day. My equipment arrived on Dec 11. The ignite internet I set up in minutes the tv I got the Error 012 (occurs when the activation has not started on your account yet). I called Rogers and that is where my nightmare/disappointment began, it has been 9 days and counting with no tv.
A case was opened and on Sunday I escalated to CET as I have been calling every other day and I am told in progress, case being looked at and it is being bounced between teams. On Sunday within a span of 5 minutes or so I was transferred four times. The supervisor told me there were 6 cases associated to my original case. Told again my order was stuck in the system but what I did find out was that the store person canceled my original order and then when told by manager that it was a migration, he tried to migrate hence why stuck in system.
It is not necessarily the people, but Roger’s process told they cannot close my order and re-open as I said that would resolve and make this customer feel like I am heard and responded to.
It has been 9 days and counting as I do not hold much hope in this getting resolved before Christmas. I have been a loyal customer for years personally and had business dealings and never complain about Rogers to treat (feels like it) like customers are not a priority is very alarming from such a large organization.
I do not know where to turn or go from here, I admit I lost it on the support staff at first and said my only alternative is to go to the competitor.
Desperate for advice/ help. Thank-you
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