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HotHotHeat · 10-15-2008, 05:45 PM

Today I got my bill for my Rogers wireless cell phone. I opened it up, and saw to my delight a balance totaling $344.54. The details of my plan are supposed to come out to $82.50. While this total was the highest yet, it was actually the third straight month I've had to deal with a bill problem from this company.

I looked over my bill, and found that for the third straight month they had:

- Not applied my5 national
- Not applied my 500 minutes local/month
- Charged me 7% PST even though I'm in Alberta...Which is nothing short of stealing.

Now, for anyone who's had this company, you know it is no surprise that they try to get as much money out of you as possible. That said, this level of incompetence is almost unbelievable. Three months in a row.

So, today I called yet again to inform them of the problems. I hung up 3 times (You can tell fairly early on in the call if the CSR is intelligent enough to deal with your problems) until finally I spoke with a young lady named Amy. Amy is what all CSR's everywhere should be: helpful, intelligent, and patient. She immediately recognized the problems with my plan not being applied to my account and knew just as fast how to deal with it. She flat out told me most CSR's should not be holding the job they do, and that if she was running things the entire CS department would work 10 times as fast. Whether or not that's true, I think it holds merit that a simple CSR has such a low view of her managers.

After explaining to her that I've had to deal with this every month since joining Rogers, she put me on hold to get a retention code from her supervisor. The result was a $5/month 1000 minutes long distance plan, a $20 CREDIT that will be applied to my bill for the remainder of my contract, and an extra 200 minutes/month local calling for free. She then gave me unlimited weekends and evening starting at 6 pm(used to start at 9).

Before we hung up she went through my account twice and assured me that I would not have billing problems anymore.

So Ted, today you lose, and I win. Rogers is a company that represents the lowest level of costumer importance, but it showed me that they have hired at least some employees that care about their costumers.

And check your bill for mistakes, especially that PST one...Something fishy about that.

10-15-2008, 05:45 PM	#1
HotHotHeat Franchise Player Join Date: Mar 2007 Location: Victoria, BC Exp:	My Rogers Story. Today I got my bill for my Rogers wireless cell phone. I opened it up, and saw to my delight a balance totaling $344.54. The details of my plan are supposed to come out to $82.50. While this total was the highest yet, it was actually the third straight month I've had to deal with a bill problem from this company. I looked over my bill, and found that for the third straight month they had: - Not applied my5 national - Not applied my 500 minutes local/month - Charged me 7% PST even though I'm in Alberta...Which is nothing short of stealing. Now, for anyone who's had this company, you know it is no surprise that they try to get as much money out of you as possible. That said, this level of incompetence is almost unbelievable. Three months in a row. So, today I called yet again to inform them of the problems. I hung up 3 times (You can tell fairly early on in the call if the CSR is intelligent enough to deal with your problems) until finally I spoke with a young lady named Amy. Amy is what all CSR's everywhere should be: helpful, intelligent, and patient. She immediately recognized the problems with my plan not being applied to my account and knew just as fast how to deal with it. She flat out told me most CSR's should not be holding the job they do, and that if she was running things the entire CS department would work 10 times as fast. Whether or not that's true, I think it holds merit that a simple CSR has such a low view of her managers. After explaining to her that I've had to deal with this every month since joining Rogers, she put me on hold to get a retention code from her supervisor. The result was a $5/month 1000 minutes long distance plan, a $20 CREDIT that will be applied to my bill for the remainder of my contract, and an extra 200 minutes/month local calling for free. She then gave me unlimited weekends and evening starting at 6 pm(used to start at 9). Before we hung up she went through my account twice and assured me that I would not have billing problems anymore. So Ted, today you lose, and I win. Rogers is a company that represents the lowest level of costumer importance, but it showed me that they have hired at least some employees that care about their costumers. And check your bill for mistakes, especially that PST one...Something fishy about that.