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Customer loyalty but Rogers loyalty?

Josh_
I'm Here A Lot

Hello,

 

I would like to first start this off first by saying that I have been a Rogers Wireless customer since 2002'ish and have never jumped ship, despite the questionable service I have received in the past.  Every time I have to deal with addressing my account on any subject matter, I generally do not feel the love yet I keep by coming back for more

 

Previously I had a special discount applied to my account because of my employer, however since I am no longer employed by this company as soon as I make a change I loose this discount, which I totally understand and accept.  I went into a Rogers store and inquired about changing my phone.  The CSR advised that nothing can be done to my account unless I contact Rogers support and update my plan.  I contacted Rogers support and Rogers support was less than helpful with providing anything remotely close plan and the "best" they could do was not even in the same ballpark.  Despite having a 17 year relationship with Rogers, they would not meet me in the middle.

 

Online, brand new customers to Rogers receive far better deals, even to what I was discounted prior, and yet veteran customers are treated like garbage essentially.  Its like Rogers wants to loose your business.   So where is Rogers loyalty to their customers?  I can (and am) switching to either Telus or Bell (Since Fido is a subsidiary of Rogers), and will have a far better plan that what I am currently receiving.  I will just have to endure some inconvenience to port out my number to another company, but a $50 savings per month ($600/year) I would say is worth it.

 

These conglomerate businesses do not value their existing customers, so why should the customers stick with them.  Why not just change companies every few years?  Rogers has no loyalty, why should we.

 

 

 

***Edited Labels***

87 REPLIES 87

Re: Customer loyalty but Rogers loyalty?

Roy3333
I've Been Around
I have been a customer of Rogers since 2005. I have been in contact them last week trying to lower from a ridiculous 95$ 10gigs a month for the past 7-8months. With no contact. They gave me 75 for same plan. I’m using an I phone8 which is good. They won’t even upgrade my phone free.
Why wouldn’t they treat their loyal customer with respect and love. Like I gave them. I could have left on many occasions for cheaper plans/ and better upgrades, but I didn’t cause I’m loyal. This is such a wrong way of doing business. Why do I feel guilty to leave for better. Why can’t they just make me happy. Idk what to do. I guess I have to move on 😔

Re: Customer loyalty but Rogers loyalty?

GeneralFox
I've Been Here Awhile

You know, it's great to see all posts immediately followed with the customer retention suggesting we are valued - and never see anything following - so I'm going to follow up with what happened when I called customer retention.  I called the customer loyalty group two times, each having the same result - the first told me how wonderful the plan was at the increased rate.  When I wouldn't agree that it was wonderful that I was paying more for the same thing, then the call ended.  The second time I was offered over 10 gigs a month if I stayed.  I refused as I hardly even use 3 Gigs a month, and simply wanted the rate reduced back to what it was before.  The result - I am now with Lucky Mobile at the same price I was paying before the rate hike with 7 Gigs a month - no commitments.  My daughter has also joined me on her own plan.  Let's see if this post is followed by a customer loyalty post!

Re: Customer loyalty but Rogers loyalty?

spooky3369
I've Been Here Awhile

I highly doubt it! I've been requesting same thing for years. Just waiting for Telus to give me a deal the I and my wife will transfer immediately!

Re: Customer loyalty but Rogers loyalty?

Greetings @GeneralFox,

 

Thanks for sharing your experience with the rest of the community. We are disappointed to hear that it didn't end as well as we would have liked.

 

We do our absolute best to offer a wide variety of options to meet the ever-changing needs of our customers. It is regretful that we were unable to find you a solution that worked well for your budget and usage needs, and that you felt you had to look elsewhere. Although we would have loved to keep you on as our customer, we understand that you needed to do what is best for your situation.

 

Should you ever have a change of heart and would like to return to the Rogers family, we'd be more than happy to have you! 🙂

 

Please take care,

RogersLaura

 

 

Re: Customer loyalty but Rogers loyalty?

Greetings @spooky3369 ,

 

Thanks for joining in the conversation! 🙂

 

If I may ask, what wireless plan do you currently have and what changes are you hoping to make? We definitely want you to have options that best suit your needs! Have you spoken to anyone from our customer care teams to go over some possible solutions? At the end of the day, we'd like you to be happy with our products and services and feel like you are getting good value for your hard-earned money.

 

Kindest of regards,

RogersLaura

Re: Customer loyalty but Rogers loyalty?

Awaiting concessions to Rogers customers

 

I'd be VERY interested in learning what concessions multi-billionaire Ted Rogers is proffering to his supportive customers in these financially trying times, especially in view of banks, automakers, and other much smaller companies having the consideration to do exactly this. As I see it all Rogers has done is change the charges for Canadian long distance, and widen the selection of television shows. What about extending any soon-to-expire 'bundle' contracts until this crisis is over. Surely that, at least is doable, until something more meaningful is developed.

 

Re: Customer loyalty but Rogers loyalty?

Jawed
I Plan to Stick Around

Does anyone know if Rogers can give me more data for free while my plan still has a year left on it? I’ve been a Rogers customer for a very long time.

Re: Customer loyalty but Rogers loyalty?

RogersAndy
Retired Moderator
Retired Moderator

Hi Jawed! 

 

Thank you for your long term loyalty with Rogers! We certainly appreciate that and would be happy to review your account to ensure you're getting the best possible value. Please refer to @RogersYasmine's message above for messaging details!

 

@RogersAndy

Re: Customer loyalty but Rogers loyalty?

How Rogers is dealing with me during COVID-19

 

WARNING TO ALL CUSTOMERS!  DURING COVID-19
I have been a customer for over 15+ years. My loyalty offer expired right before the pandemic hit and my bill doubled. Since I have online billing I didn't check the bill due to all the confusion until today I got a hit on my CREDIT SCORE!
I have called them 3 times to be hung up on. I then today spent 4.5 hours on their live chat/phone to be told there is nothing they can do about it.
We are in a pandemic and Rogers is out here charging loyal customers higher rates and putting hits out on their credit. Banks are defurring mortgages while Rogers is hiking up prices and putting credit hits out.
Get the word out. Everyone check your e-bills. They will not help you out through this. They are looking to make profit at any means. I have set up a meeting with the district president. I was already advised that they would tell me the same thing. They would rather I cancel then to work with me.
I have been with the company since 2006. This is how they treat loyal customers during a Pandemic. Disgusting.
I didn't need to waste 4.5 hours on the phone. They could have saved me a lot of time. CHECK YOUR BILL FOR INFLATION!!
Thanks Rogers

Sincerely
Ex-loyal customer

P.s I will be posting this everywhere possible so the public is aware on how rogers is handling the situation. Thanks for the help!

Re: Customer loyalty but Rogers loyalty?

leeanne172
I Plan to Stick Around

I had heard that they are getting rid of retention deals, if this is happening I'll be finding different avenues when my current deal is up.

 

I'm sorry this happened to you during this time or any time 😞

Re: Customer loyalty but Rogers loyalty?

I have been a long time Rogers customer (over 20 years!) with varying degrees of service.  Up until a week ago I only had TV (old VIP+) and home telephone and was looking to bolster my account with internet.  I inquired over chat (phone wait was too long) and was happy to hear that I would qualify for Premium TV, home phone, and 150mbps unlimited internet for only $10ish more than what I currently paid.   Knowing about the situation in the world today I got myself acquainted with how to self-install Ignite for when the time came to upgrade my service (as per the Rogers website - no techs are being sent out at this time).  When I received the box and went to install it, I found out that only the internet portion of my bundle was "Ignite" and the TV was a previous Premier package that didn't have all the perks, including the Flex channels which I was very much looking forward to.  At no point did the rep clarify for me that the package would not be the Ignite TV package, so I was very disappointed.  I immediately called to voice my concerns and was quickly told that Ignite services were no longer being installed due to the inability of techs to enter residences.  While I wholly understand this, I just wish I had been told that this was the case beforehand, especially since the Rogers website is riddled with "Self-Install Ignite" ads.

 

Furthermore, the installation of the internet Ignite has crippled my TV service rendering most basic channels unwatchable.  When I called tech support they guided me through some potential fixes and then finally decided to send a tech out (?!?).  The tech was supposed to come Monday between 6-8pm and ended up cancelling around 7pm.  He told us he'd come the next morning between 11am-1pm and when he did, told us he'd only inspect the exterior box and if that was ok, he'd send a replacement set-top box to fix the problem.  We didn't hear back from him or Rogers at all.

 

After calling Rogers again, very upset, I ended up cancelling all my services with them and got nothing resembling an attempt to keep me with them. 

 

The next day, a generic email arrived asking me to give Rogers another chance.  Being with them so long, I figured I should try.  After explaining the above situation, the best offer I got was a more expensive plan for fewer services than what I was previously offered, as "reactivation" doesn't allow for the same deals I was privy to before.  I declined.

 

Anyone have a similar experience?  Some advice?  I know I may have over-reacted by cancelling my services but I feel like the lack of customer service has been appalling.

 

Steven

Re: Customer loyalty but Rogers loyalty?

Hi @scythe66!

 

Welcome to the community! And thank you for sharing your experience with us. This was incredibly troubling to read, and the experience you had is most certainly not the level of service we strive to provide. Given you've already cancelled your service we hope that in time you'll consider giving us another opportunity in the future. All the best to you.

 

@RogersAndy

Re: Customer loyalty but Rogers loyalty?

Long time Rogers Internet customer can't get a discount from Customer Service

 

I have been a loyal Rogers' Internet customer for over 25 years. I asked for a discount on the posted rate for the 1Gb Ignite internet package but got told that Rogers no longer gives discounts for "loyalty". All i wanted was for them to withhold the monthly modem fee of $10, to lower my cost. Got a Big fat NO!.

Loyalty is now a four letter word to Rogers.

 

Re: Customer loyalty but Rogers loyalty?

Hello, @reyazr

 

Welcome to the Rogers Community Forums!

 

First and foremost, we cannot thank you enough for your loyalty to the Rogers brand for the last 25+ years. I can completely understand your desire to save some money on your bill for your services.

 

Our offers change from time to time but we can certainly take a look at your services to ensure you are on the right plan and see if there are any offers available to you. Please send a private message to @CommunityHelps so we can pull up your info and get started.

 

Not familiar with our private messaging system? No worries, Click Here.

 

RogersTony

Re: Customer loyalty but Rogers loyalty?

Looking for where to give my feedback. NOT on tbe website, NOT on the many agent i talked to on the phone. Just feedback on rogers themself. To let them know i feel there prices are insane, there not bad with the promos. But once the promos are over your bill jumps to a ridculous price. How i can add 2 mediocre channels for more than a streaming service costs for a month. How is this a good bussiness model? Telling me all the time how much you care about me, then try to squeese me for every cent you can. A simple and successful bussiness model is provide a good service at a good price thats it!. 

Re: Customer loyalty but Rogers loyalty?

Hello, @Justacustomer12

 

Welcome to the Rogers Community Forums!

 

We appreciate your feedback on our pricing structure. While our offers and promotions do change from time to time, we will be more than happy to review your package to make sure it suits your needs. Please send a private message to @CommunityHelps so we can gather your info and get started.

 

Not familiar with our private messaging system? No worries, Click Here.

 

RogersTony

 

 

Re: Customer loyalty but Rogers loyalty?

kaycardinal
I've Been Here Awhile

I have been a loyal customer since around 2004 or 2005. I really like Rogers and I've never had a problem with the phones or network. The only time there is a problem is when I actively want to give them my money. Right now, I use no more than 3G of data shared between two lines. Rogers will only offer me no less than 10+ G of data, and 10+ G on the second line, which is $75 for a second line! My last two chats have been shockingly bad in terms of so called "solutions" which goes like this: 

 

General Info
Chat Start Time: 05/03/2020 04:26:47 PM
Chat End Time: 05/03/2020 05:12:01 PM
Chat URL: https://www.rogers.com/web/totes/upgrade/#/build-plan
Referer URL: https://www.rogers.com/consumer/self-serve/signin
Name:  
Email:  
   
Initial Question: Phone upgrade for both lines

 

So......no retention or loyalty, or anything for that matter. So Rogers.....you don't want my money? $6139.92 for two years? 

What you're saying is that I'm in the same boat as someone who has not been paying you for 15 years? 

 

This must also make the job of your retention people incredibly sad and difficult. So sad also that we are experiencing a world health pandemic and you're not even giving me a slight discount despite every other single business providing accommodation and discounts. Nonsense. Rubbish. 

Re: Customer loyalty but Rogers loyalty?

Good evening @kaycardinal,

 

Welcome to the Community and thank you for your post!

 

We certainly value all our customers and definitely do appreciate long time customers such as yourself for your business.

 

I realize promotions can be a great incentive when upgrading to a new phone. I can assure you my colleagues would have gone over all available options. Sometimes a proposed resolution isn't one ideal for the customer.

 

As always please keep an eye on https://www.rogers.com/promotions/wireless for what's new and available!

 

 

 

RogersZia

 

 

Re: Customer loyalty but Rogers loyalty?

Retention offers

 

I have been Rogers internet and mobile customer for many years. For the first time, I received a firm no on my request for a retention offer. I wonder what happened with Rogers and if this is related in any way to the ongoing pandemic. Just curious as to your experience. As for me, I am going to see if Bell would offer me a better deal. 

 

Re: Customer loyalty but Rogers loyalty?

Me82
I've Been Here Awhile
I have been with Rogers since it was Rogers Cantel over 25years of loyal service. When I Called today to see about a loyalty program I was told that they no longer offer that. All customers are treated equally. I was offered the same price as any new customer bringing their own phone. I can go elsewhere and pay that same price so I'm done with Rogers after 25 years.

Re: Customer loyalty but Rogers loyalty?

Beaky71
I've Been Around
I am jumping on the bandwagon too. I have been a loyal 25 year Rogers customer. I was looking to upgrade my device and had to call 3 times before getting someone in the "loyalty dept". I was attempting to do a device upgrade while keeping my bill as close as possible to what I currently pay. I had done my research with other competitors. Spent an hour on the phone only to hear that not only should I expect to pay what I was quoted as they cannot do anything about the device price or plans, regardless of whether you are looking for a recently released phone of one that's been on the market for months. I would be paying for data I will never use and get to pay them $500 at the end of the term if I choose the cheapest plan and my phone is not pristine at the end of term. OR I could change providers and get the exact same device and plan for the same best price Rogers offers with far less conditions from a company that I have not been supporting for a quarter century. Disappointed in Rogers immensely.
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