Rogers Wireless RANT Thread - Calgarypuck Forums - The Unofficial Calgary Flames Fan Community

Pagal4321 · 01-16-2009, 02:48 PM

Holy hell I'm so frustrated with Rogers right now.

I get a call yesterday from some nice lady asking me to rate the service that Rogers has offered me for the duration of my contract. I tell her 2.5 out of 5 and then explain my reasoning. She then asks why and the conversation moves into the details of my contract. I ask for the buyout rate, so that I can go to Telus for a different plan. She then says Rogers will match that plan and move from there. So she quotes me a price for my plan and then gives me the price of the iPhone after I sign that contract. I tell her to call me back tomorrow to finalize (so I can go see if the deal was actually worth it)

Today, some complete ###### calls me who is very rude and abrupt. Tells me what the lady quoted me was completely wrong, and starts quoting me plans that are WAY above my price range. For 30 minutes this guy talks in circles about iPhone plans and Virtual Voicemail and yadda yadda yadda. I then ask again for the buyout rate on FIVE different occasions and he keeps talking around it. Finally he asks why I'd like to buy out, tell him about the Telus plan and he starts saying we are comparing apples and oranges because of VIRTUAL VOICEMAIL.
1. WTF is virtual voicemail.
2. Don't lecture me like I'm a god damn child.

I'm tempted to just call customer relations and give them a piece of my mind right now.

In conclusion...

Russic · 01-16-2009, 03:02 PM

Is it possible he was referring to visual voicemail? If it was, it's just a visual list of your voicemail to pick from instead of having to listen through all your messages. Very handy, but hardly something to phone home about (pun totally intended).

Truthfully it sounds like you managed to get a real ###### marketer. Not that I'm sticking up for Rogers, I just have had relatively good service from them in the past. You may have just scored a really bad apple.

Oh and I hate Telus.

Pagal4321 · 01-16-2009, 03:08 PM

Quote:

Originally Posted by Russic

Truthfully it sounds like you managed to get a real ###### marketer. Not that I'm sticking up for Rogers, I just have had relatively good service from them in the past. You may have just scored a really bad apple.

Oh and I hate Telus.

That's what I'm thinking, but I was just in shock when he was talking to me that I was wrong and that I was comparing apples to oranges.

DUDE I'M THE CUSTOMER, don't use negative terms with me or I'll become the raging maniac I am now....

BlackArcher101 · 01-16-2009, 03:20 PM

I find you get better service if you are the one that initiates the call. He's a salesman and his purpose is clear, to upsell you. If you call retentions they'd be happy to deal with you.

Pagal4321 · 01-16-2009, 03:35 PM

I just call *611 on my phone to get hold of customer retention, correct?

BlackArcher101 · 01-16-2009, 03:46 PM

I believe so yes. That just gets you support though, so ask for retentions.

Pagal4321 · 01-16-2009, 06:53 PM

Thanks BA!
Called Rogers, talked to a stellar agent, and we worked something out. This guy kept his calm, and we started from scratch. THIS is the kind of agent Rogers should keep....the other guy I talked to earlier today, he should be working at WalMart.

CRXguy · 01-16-2009, 09:53 PM

Should've gotten his name and employee #, then filed a complaint.

KTrain · 01-19-2009, 10:36 PM

I just attempted to upgrade my blackberry to an iPhone 3G (without paying the full $600 price). I've only had my BB since April and was told that I would have to wait until this April to receive the discount on the phone upgrade.

After hearing this at the store I was told to call Customer Service because they could do something about it. Then I was told over the phone by the rep that only the Retention department could do this for me. After waiting on hold for 20 minutes I was told that Customer Service would have to help me. They transfered the call again, and after another long I was told that the dept was closed and to call back tomorrow.

I'm attempting to spend more money with this company and they're making it extremely difficult. Does this make sense?

CRXguy · 01-19-2009, 11:28 PM

^^^
You're not gonna get a discount. Once you do a handset upgrade, you'll go on a new 3 year contract. You will most likely be paying more than what a new customer would get on a new activation, depending how much revenue you've generated for Rogers.

KTrain · 01-20-2009, 05:18 AM

Quote:

Originally Posted by CRXguy

^^^
You're not gonna get a discount. Once you do a handset upgrade, you'll go on a new 3 year contract. You will most likely be paying more than what a new customer would get on a new activation, depending how much revenue you've generated for Rogers.

That's kind of my point though. I'll be signing a new 3 year contract and I'll be paying more each month. How hard is it to wave the 3 months that I'm supposed to wait for a phone upgrade so I can get the discount?

CRXguy · 01-20-2009, 09:32 AM

I guess it depends how long you've been with them. If you were near the end of the 3 years, then they will most likely let you upgrade early.

As for my point about revenue, it's the amount of money they're making off you now. Going by your logic, they would probably go out of business.

FlamesKickAss · 01-20-2009, 10:11 AM

^^ its all based on income, no going early. when I got my iphone in august its because I had to wait till then because I hadnt earned enough, even though I have never purchased a phone from them. I took over someones contract 2 years prior though. I was told they wouldn't upgrade till I got to the $$$ amount

KTrain · 01-20-2009, 10:23 AM

Quote:

Originally Posted by CRXguy

I guess it depends how long you've been with them. If you were near the end of the 3 years, then they will most likely let you upgrade early.

As for my point about revenue, it's the amount of money they're making off you now. Going by your logic, they would probably go out of business.

You're right. I was told that my revenue qualified me for an upgrade but to non-3G iPhones. To be honest, I didn't realize they still sold iPhones that weren't 3G.

REDVAN · 01-20-2009, 05:18 PM

My experience with Rogers is that it all depends on who you talk to.

I got a new phone sent to me when I was 10 months into my first contract with them, and then this summer (exactly one year after the second contract) I upgraded to an iPhone...

So if you are less than a year away, tell them your handset broke or something, and you really need a new phone because some of the buttons don't work. They will bend the rules for you, unless you are a ###### to them right off the bat.

CRXguy · 01-20-2009, 09:18 PM

Quote:

Originally Posted by KTrain

You're right. I was told that my revenue qualified me for an upgrade but to non-3G iPhones. To be honest, I didn't realize they still sold iPhones that weren't 3G.

That's odd, because only AT&T carried the original iPhone. I think you spoke with a very misinformed CSR.

BlackArcher101 · 01-20-2009, 10:00 PM

Did you get your blackberry last April through a hardware upgrade and renewal?

You won't be getting a great deal (if anything at all really) one year after renewal unless you are paying an insane amount per month. Normally people upgrading from voice to voice+data contracts will be able to get deals at any time, but you already have data on contract (maybe, but probably do since you have a BB).

ah123 · 01-20-2009, 10:05 PM

Quote:

Originally Posted by REDVAN

My experience with Rogers is that it all depends on who you talk to.

Yup...just got off the phone with Rogers to get some info on their family plans...I knew more (from their website) about the family plans than the CSR...I might call back tomorrow and hope to get someone more competent

me_dennis · 01-20-2009, 10:07 PM

here's a quick way to get to customer retentions:
when you call *611, and the automated message system asks you how they can help you, just say "cancel my plan"
you'll get directly transferred to customer retentions

KTrain · 01-21-2009, 06:46 AM

Quote:

Originally Posted by BlackArcher101

Did you get your blackberry last April through a hardware upgrade and renewal?

You won't be getting a great deal (if anything at all really) one year after renewal unless you are paying an insane amount per month. Normally people upgrading from voice to voice+data contracts will be able to get deals at any time, but you already have data on contract (maybe, but probably do since you have a BB).

It was a brand new plan, new phones, etc. for myself and my wife in April.

I'll be giving me_dennis's suggestion a try as I haven't received a call back from customer service.