My Rogers Story.

[HotHotHeat]

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.

[Eric Vail]

I have been sitting on hold for 30 minutes with Rogers to discuss a billing problem I have with them (for the third time). I thought it was ironic (or maybe typical) that I saw your post when I was in the middle of dealing with them. I hope they get my bill correct - and then I'm done with them. They are an awful company - the worst I have ever dealt with.

[HelloHockeyFans]

I bet you your next bill is not going to have all the extras you were given and on top of that, you'll get charged more... again!

Nice job though on getting something out of this... and I agree, my new technique whenever calling in for support for any thing is to hang up "accidentally" if I get the feeling I'd be better serviced by another CSR. Might be wrong a lot of the time, but like your experience, using this technique has worked wonders for me.

[Rathji]

The problem with that logic is they normally make you talk to a freaking computer for 20 mins before a person will get on the line. I think Bell has this wonderful lady computer that I just scream " I want to talk to a person" over and over again to, and in a few minutes she happily obliges.

[HOOT]

Originally Posted by Rathji

The problem with that logic is they normally make you talk to a freaking computer for 20 mins before a person will get on the line. I think Bell has this wonderful lady computer that I just scream " I want to talk to a person" over and over again to, and in a few minutes she happily obliges.

See I find when I actually just go through the steps its twice as quick than asking to speak to a rep a million times.

Also funny with Bell is if you ask for French you usually get someone that speaks better English than if you were to say English.

Everyone is going to have different experiences with a company when you are a company of that size. It's impossible to keep everyone happy.

However Rogers has been doing that "whoops we over charged you?" trick for many many years and will never expect it to change. This is why I would never sign a contract with any cellular company.

[Walks44]

I have a great story about Rogers and the problem I am dealing with. A month ago my wife lost her cell phone, so we called rogers and had them de-activate the phone. Well after not being able to find it we had to get a new phone, well the cost of a replacement phone is very expensive, so when i called rogers I got them to close our family plan without paying the buy-out fee, and set up 2 new plans with new phones for us. We each chose the my5 local plans with the limited time deal of the 6 gig/30$ data plan. When my wifes phone finally came in the mail to set-it up, the csr on the phone told her that she didnt have a data plan and that she should get one. She told them that she should have the 6 gig plan, they said it was no longer availiable. I called back that afternoon, and straightend it out, they will give my wife the new 6 gig plan when the blackberry plans come out, for the 30 dollors/month. But here's were it gets messed up, they tell me that my phone a new Iphone is coming in the mail, and that I should send that one back, goto a store get one, and set-up that and charge it to the new account which we just setup on the same plan, a my5 local with a 30$ 6 gig data plan. SO i pick up the phone, and everythingis great for a week. then yesterday, my hone just stops, working, well, because i took my old sim card from my old phone, and put it in my new phone, something didnt register, anyways when i set up the phone on a new sim card and my data plan was lost and now, they wont give me my data plan, that i had signed up for because the deal has expired and there's nothing they can do. But the best part is you get a diffrent answer with everyone you speak to, and the most helpful people don't even work in the wireless department. There are many more details to this stroy but just typing this is making my blood boil

Matt