Rogers Rant

[To Be Quite Honest]

Write out a bill for the manager. Your time over the last few days that it has taken for them to get this simple issue resolved. Hand it to the manager with a detailed written explanation. You have the address of the company and the manager and the appointment is in the books.

So if you get paid 40 dollars an hour and the total is 5 hours they will owe you 200.00. By being a fair person you can inform the manager that you will enforce this invoice if the company does not get it right + costs of course. However, something more favorable for both parties can be arrainged if it is corrected. Like a free HD PVR or 200 credit to the account. Be honest and forthcoming and don't back down. I have a friend who worked as a manager for Rogers and if you detail everything in writing you should get it! Rogers are great for crediting an account!

[FlamesAddiction]

Originally Posted by 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

That's probably good advice. I am usually pretty nice to them. I talk ####, like how I'm going to call them and freak out, but then I am actually pretty polite to them. I have a breaking point though, like when I tell them the problem and you know by their responses that they did not listen. When you get a bill with the wrong name and you can't make changes to your account because they have the wrong name on it, and their response is that it will cost $4 to send you a new bill like it was my fault... that is when I start getting a little cheeky with them.

I went down to talk to the manager and he typed a couple of words in the computer and says it is all fixed... I guess I'll find out next month for sure. I hinted that it was very stressful and inconvenient hoping to get something, but no dice...

[CaptainCrunch]

always start your call by asking them what they're wearing it will make them think that you care. Then continue to build up the relationship by asking them if they like to eat pie.

You'll find that it will be really easy to get what you want if you establish common ground.

[Yamer]

I worked as a CSR for AT&T for the better part of 2 years. I can certainly back up what Maritime Q-Scout mentioned about courtesy, it goes a long way. Especially when you deal with upwards of 60-70 customers a day, of which 10 treat you like a human being.

It also makes a big difference on which CSR actually picks up on the other end.

[Maritime Q-Scout]

Originally Posted by FlamesAddiction

That's probably good advice. I am usually pretty nice to them. I talk ####, like how I'm going to call them and freak out, but then I am actually pretty polite to them. I have a breaking point though, like when I tell them the problem and you know by their responses that they did not listen. When you get a bill with the wrong name and you can't make changes to your account because they have the wrong name on it, and their response is that it will cost $4 to send you a new bill like it was my fault... that is when I start getting a little cheeky with them.

I went down to talk to the manager and he typed a couple of words in the computer and says it is all fixed... I guess I'll find out next month for sure. I hinted that it was very stressful and inconvenient hoping to get something, but no dice...

I wasn't implying you didn't do any of that, just a general piece of advice which was related to the topic at hand. Glad it's worked out (in retail often the managers/assistant managers know what they're doing and can fix things easily where part time employees either don't have enough experience or work shifts opposite the manager for a reason)

Originally Posted by Yamer

I worked as a CSR for AT&T for the better part of 2 years. I can certainly back up what Maritime Q-Scout mentioned about courtesy, it goes a long way. Especially when you deal with upwards of 60-70 customers a day, of which 10 treat you like a human being.

It also makes a big difference on which CSR actually picks up on the other end.

I once cancelled a texting plan for my cellphone, then got a ton of text messages from people outside My10. Would have paid a ton for the mistaken (which I made after careful consideration and opting myself to take the package off to save money).

I called up was nice told them exactly what happened and they put the plan back on and did so retroactively so I wouldn't get charged extra. Being nice has great perks

[Nage Waza]

Several years ago when I signed up for a cell from Rogers they spelled my last name wrong in their system. When I made my first phone call, my buddy noticed my name was misspelled. Within the first week, I got a letter from a Nigerian prince asking for money and a credit card offer - both with the misspelled version of my name.

I complained to the heads of the company and publicized the issue with some government agency (PIPEDA), with no positive results.

[Super Nintendo Chalmers]

If you just complained, I'm not surprised nothing came of it. If you had a specific remedy in mind and communicated it, it would be a starting place for a dialog with them.

[FlamesAddiction]

Originally Posted by Super Nintendo Chalmers

If you just complained, I'm not surprised nothing came of it. If you had a specific remedy in mind and communicated it, it would be a starting place for a dialog with them.

I did suggest a specific remedy. I suggested they fix the problem that that they created. What was I supposed to do... tell the what keys on the computer to press to do it?

What other specific remedies can you think of?

Anyway, we'll see if it is really fixed. I'm less than 100% convinced that I won't see teh same crap next month.

[MrMastodonFarm]

Bell is perfect
-Hoot

[Super Nintendo Chalmers]

Originally Posted by fotze

What a load of horse gizz.

I would think the specific remedy would be implied "Fix my fataing bill".

Should be simple:
I use your shhat
You charge me for the shhat
You bill me for the shhat
I pay you for the shhat.

Set up a system so the above can occur. Should not have to suggest that.

Originally Posted by FlamesAddiction

I did suggest a specific remedy. I suggested they fix the problem that that they created. What was I supposed to do... tell the what keys on the computer to press to do it?

What other specific remedies can you think of?

Anyway, we'll see if it is really fixed. I'm less than 100% convinced that I won't see teh same crap next month.

My bill got messed up, they gave me a data discount. Next time my bill got messed up, they added 2500 texts for free.

"Fix the problem" is not a specific remedy. "This is causing me time and (of course) money. Knocking down the bill by $5 a month would be nice," is specific.

Edit - I should be more clear. By remedy, I mean beyond "fixing the problem" there are things they can do to "make it up to you". Like free service or unlimited at the same price for a couple of months.

[Super Nintendo Chalmers]

Originally Posted by fotze

But they haven't even fixed the problem yet. After that, he can go after some niblets.

By going after the niblets, you making them bear some of the brunt of the issues. Rather than just making them go back to par, make it so it costs them. It would be in their interest to solve the problem then.

The "niblets" I got from them will save me several hundred bucks over the life of my contract. That's how much their error cost them.

[Montagna]

If there is a company out there that cares less about you as a customer then Bell Mobility I would be shocked.