Rogers Rant

[FlamesAddiction]

I am at my wits end with this company now. They have to be the worst company do deal with.

A few months ago I moved to Ontario. When I moved into my new place, the first thing I did was go to Rogers to get TV, phone and internet hooked up.

Not using real names, let's say that the old tenant of where I am is named Mary Smith and my name is Joe Black. When I started getting the bills, I was getting one for Mary Smith (the old tenant) and one with the name Mary Black (fictional person with old tenant's 1st name and my last name). Looking over the charges, it was obvious that the one with the Mary Black name was my bill (should have had Joe Black on it). So I paid my bill and went to Rogers to explain the error. They assured me that everything was fixed.

The following month, nothing changed and I received both bills... so I went back down to talk to them. I paid the bill that was addressed to the fictional "Mary Black" and they told me the error was corrected. This month, I received NO bills in the mail but paid my bill through the accounts feature on my phone.... and low and behold, I was being charged for Mary Smith and Mary Black's bills. I called them and they were not even listening to problem. They said that if I wanted a paper copy of the bill, there would be a $4 dollar service charge and that it was my fault for telling them they were being sent to the wrong address. Then they told me that I didn't have the right to make any requests about the account because it wasn't my name on it.... they said I would have to get "Mary Black" to do it. I tried to tell the guy on the phone that "Mary Black" didn't exist, but he didn't seem to understand. I went down to Roger's and the girl there said that she doesn't know how to fix the problem. Then she got all snarky and told me that I should use internet billing and then I don't have to worry about it coming in the mail... which isn't the point. Besides, I get over 100 emails a day and rely on paper copies of bills to prompt me to keep up paying and to expense to it to the company I work for.

Anyway, to make a long story short, I have to take time out of my work day to go and talk to a manager today. Time that I will have to go back to work for so I can get all my billable hours in and I have little faith that anything will change. One other thing to mention, is that I have an idea of why the mistake happened. When I was at Roger's that first day, the old tenant also happened to be in the store getting her services changed... so it makes me wonder if she is having the same issue.

I just had to get that off my chest.

[TylerSVT]

I've come to the conclusion that Telus, Rogers, Shaw... they all suck.

[4X4]

Originally Posted by TylerSVT

I've come to the conclusion that Telus, Rogers, Shaw... they all suck.

Don't forget Bell.

[Yeah_Baby]

Originally Posted by 4X4

Don't forget Bell.

See the others suck equally. Bell sucks on a whole other level.

[Misterpants]

Bell sucks all of them out of the water. Take all the different ways those companies suck and add them together and you have Bell.

[fredr123]

Someone told me a story last night about a problem they had with Rogers. This guy got a copy of the contract he signed and found the arbitration clause contained therein. At the time, the clause said that all costs of the arbitration would be borne by the company. He sent them a notice to arbitrate and got a good response from their legal department. They forgave $400 in cancellation fees they were trying to charge him in return for allowing him to continue to be a customer.

I have no idea if this would even be possible in your situation but thought I'd share.

[FlamesAddiction]

Originally Posted by Misterpants

Bell sucks all of them out of the water. Take all the different ways those companies suck and add them together and you have Bell.

I had a bad experience with them too before. We were having trouble with our satellite service. But the trouble with them was just that they were so rude and didn't care (they actually made my wife cry on the phone). They eventually admitted that they couldn't serve us and let us out of our agreement.

With Rogers right now, it is just mind boggling how they could mess up like this and then throw their hands up in the air and try to blame me for the mistake. I think I would take Bell's rudeness over this issue, which isn't just frustrating, but for all I know, it could affect my credit standing. I'm on the hook for a bill that isn't mine and the only way I can change it apparently is to find a person named "Mary Black" to come in and do it for me.

I don't know... I'll go talk to the bossman or woman today and find out if they can do something. The people that work their after hours are really young and the people on the phone need to go back to ESL classes.

[Rathji]

Originally Posted by FlamesAddiction

I had a bad experience with them too before. We were having trouble with our satellite service. But the trouble with them was just that they were so rude and didn't care (they actually made my wife cry on the phone). They eventually admitted that they couldn't serve us and let us out of our agreement.

With Rogers right now, it is just mind boggling how they could mess up like this and then throw their hands up in the air and try to blame me for the mistake. I think I would take Bell's rudeness over this issue, which isn't just frustrating, but for all I know, it could affect my credit standing. I'm on the hook for a bill that isn't mine and the only way I can change it apparently is to find a person named "Mary Black" to come in and do it for me.

I don't know... I'll go talk to the bossman or woman today and find out if they can do something. The people that work their after hours are really young and the people on the phone need to go back to ESL classes.

Call in (or get your wife too) say you are Mary Black. They will probably ask for details like address, etc to confirm your identity, then change what you need to.

[FlamesAddiction]

Originally Posted by Rathji

Call in (or get your wife too) say you are Mary Black. They will probably ask for details like address, etc to confirm your identity, then change what you need to.

That might be worth a shot. Thanks.

[Flames89]

Next time, I would suggest not paying ANY bills without your name on it.

[FlamesAddiction]

Originally Posted by Flames89

Next time, I would suggest not paying ANY bills without your name on it.

I thought about that. The problem with that is that I kept getting texts from them telling them I was near my credit limit with them. The principle of not paying isn't worth getting my services cut off and possibly affecting my credit rating. Having a cullular phone isn't just a luxury for me... I need it for my job.

[Savvy27]

Yeah, Rogers can be pretty irritating. I got Netflix for my PS3 and didn't anticipate going way over my bandwidth cap, so I got hit with a large penalty. I decided to keep Netflix and purchase a more expensive plan to accommodate the extra usage and my next bill included a $180 cancellation fee (for upgrading) along with my 90% more expensive new plan.

To be fair to Rogers, I called them to complain and they went to work at fixing things (it still took them a month to remove the cancellation fee from my bill).

[TheSutterDynasty]

Originally Posted by Misterpants

Bell sucks all of them out of the water. Take all the different ways those companies suck and add them together and you have Bell.

What problems has everyone been having with Bell (cell phones)?

Just wondering to see if they're the same as mine.

[Regulator75]

Originally Posted by FlamesAddiction

A few months ago I moved to Ontario.

I found the root of your problem.

[Rubicant]

Welcome to Ontario!

That's a problem I've never even heard of before. Very creative screwup by Rogers.

That said, as others have mentioned every telecom company just plain sucks.

[bc-chris]

Originally Posted by Yeah_Baby

See the others suck equally. Bell sucks on a whole other level.

i disagree.....

[Misterpants]

Originally Posted by TheSutterDynasty

What problems has everyone been having with Bell (cell phones)?

Just wondering to see if they're the same as mine.

I changed my wife's plan since she had probably the worst cell phone plan I had ever seen. After changing the plan, they for some reason changed her account number as well, so every payment she made went to her old account number meanwhile new charges were being incurred and not payed for. Eventually they cut off her phone for non payment with $200.00 in payments sitting in her old account. After her calling in and trying to sort it out three times, I called in and got the rudest, most arrogant CS I've ever spoken with. Guy was such a dongbag.

There was a silver lining to the situation though. I called Rogers to see what they could do for a plan for my wife if she switched over, they transferred me to retentions and the dude cut my monthly bill down to ~$60 from ~85. I'll take Rogers any day, thanks very much.

[Sainters7]

Originally Posted by Misterpants

Bell sucks all of them out of the water. Take all the different ways those companies suck and add them together and you have Bell.

As far as internets/TV, etc, I couldn't tell ya, but just in terms of cellphones, I have to disagree. Telus takes the taco there for me. I actually finally just switched back to Bell after 4 years with Telus, it feels so nice to be back dealing with below average customer service as opposed to atrocious, rude customer service.

[Maritime Q-Scout]

This isn't directly at the original poster, but general advice for dealing with any call centre employee.

When you call up speak in a pleasant tone no matter how upset you are. Remember the person on the other end didn't maliciously attack you and screw up your bill/stuff/etc

Present a solution if at all possible. If you can say "this happened, and if you could do this for me that would be great." But make sure the solution is reasonable.

Use the employee's name as much as possible. If you personalize yourself with the employee, they'll be more likely to twist and bend the rules to help you out, or find a solution by thinking outside the box.

Good luck to the OP

[TheSutterDynasty]

Originally Posted by Misterpants

I changed my wife's plan since she had probably the worst cell phone plan I had ever seen. After changing the plan, they for some reason changed her account number as well, so every payment she made went to her old account number meanwhile new charges were being incurred and not payed for. Eventually they cut off her phone for non payment with $200.00 in payments sitting in her old account. After her calling in and trying to sort it out three times, I called in and got the rudest, most arrogant CS I've ever spoken with. Guy was such a dongbag.

There was a silver lining to the situation though. I called Rogers to see what they could do for a plan for my wife if she switched over, they transferred me to retentions and the dude cut my monthly bill down to ~$60 from ~85. I'll take Rogers any day, thanks very much.

That's pretty bad.

Most of my problems with bell are having periods where the phone stops receiving incoming calls and texts, and only once an outbound call is made to whoever is sending the incoming texts/calls do they actually come through.