Tag Archives: customer service

Rogers: The Customer Service Department from HELL

Here we go again…another run around with Rogers! I seriously wonder why I don’t just cancel everything and move over to Bell Canada.

So, I cancelled my cable tv a couple of days ago after getting the run around with their reps about what channels the ICC World Cup would be viewed on. Come final game day, the big Sri Lanka vs India game and hold-behold, none of my channels are showing it. I call customer service and they tell me the system in under maintanence and to call back after noon. That would’ve been great and all if the friggin game wasn’t going to be over by noon.

Anyway, after getting the run around and dealing with incompetent manager and reps, I finally said transfer me to the retention department, I want to cancel my services! Rep in retention puts me on hold for 20-25 minutes and comes backs offer a $50 credit for the error. Lol. I almost lost it on her and said just cancel it, I don’t want it. So the services were set to cancel out on May 5th, but then this afternoon I get an email from the Desk of the Executive VP and Chief Marketing Officer, John Boynton. Here it is:

Account #000000000
Dear —–,

I understand you’re considering a change to your services. At Rogers, we have many options to meet your needs and we would appreciate your feedback and ideas on how we can improve.

Call this number: 1 877 232-3028 before May 3, 2014 to speak directly to one of our representatives about your experience and potential solutions.
I hope you’ll reconsider.

Sincerely,

J. Boynton
Let’s talk about what we can do for you.

So I call them…couldn’t hurt, right? Wrong! This call was even worst than the original. 15 minutes on the line and buddy can’t find my account. Here’s my email their Office of the President.

I received an email today from your “desk of the executive VP & CMO”, telling me that you’re not ready to let me go as a customer and to call a phone number to so your reps can fix my problem and gain back my business.

It’s funny how when I call, I get someone who cannot find my account althought I provided him with 2 phone numbers and an account number, email address and my full mailing address. After 15 minutes he tells me I can’t help you.

I tell him to transfer me to office of the president and/or management department and he drops me into the queue to speak to another customer service representative.

Dear Mr. Executive VP and CMO, John Boynton: this is what’s wrong with your services and why I am leaving rogers after 10+ years of being a loyal customer; your reps don’t have a friggin clue what they are doing. Your email brought some hope to the bitterness of my last interaction with your reps, but today’s interaction has left me disgusted and wanting to cancel even my internet service with you guys just as soon as I get Bell canada to confirm when they’ll come in to make the switch.

This is absolutely, beyond limitations the WORST customer service department I’ve ever dealt with.

I’ll keep you all posted on the frustrations that unfold with yet another run around from our fine friends at Rogers Communications.

Office Of The President: @RogersHelps

Guess what? My issues with Rogers Communications is still not rectified. Nope! It’s now 4 weeks, 17 representatives at 1-800-Rogers1, 2 Twitter reps, 4 hours hold time, 3 managers, 3 disconnected calls and still no solution. How fabulous is that???

So, I’m told to make a secondary complaint because my first one (made five days ago) still hasn’t received a response although, they promise to contact you within 48 hours. Here’s the second complaint I sent. I should have probably saved the first note too. But didn’t think I’d need it, boy was I ever wrong!!!! (Future note to self: KEEP ALL COMMUNICATIONS WITH ROGERS WRITTEN AND ARCHIVED)

I have dealt with having my husband’s account restored for nearly 4 weeks now. I’ve spoken to 17 reps at 1-800-rogers1, 2 twitter reps, wasted at least 4 hours on hold, hung up on 3 times, been called back by your customer relations department asking about a survey I filled out; which turned into a 45 min conversation to ask if the situation had been rectified and when I responded that it hadn’t, the rep told me to call back customer relations. I asked her why she’d called and she said just to verify if I was still having an issue and that she couldn’t help me. She was just checking in. Well she called back 2 hours later asking me the exact same questions and wasted another 20 minutes of my time yesterday.

Then I called you customer service line asking to speak to customer relations yesterday (interaction ID: i510287844) just to speak to Tiffany who was absolutely pleasant and understanding but to be told that she had to transfer me to customer relations. Customer relations rep Jennifer turned around and said “too bad, I can’t help you”. I asked to be transferred to a manager and she insisted that it would take 20mins hold time. I told her over and over that I’ve wasted 4 weeks dealing with this, what’s another 20 mins and then she put me on hold and hung up on me. Called back and talked to yet another rep (interaction ID: i510299389) and the manager Deanne said the same thing. Too bad we can’t help you.

My personal account with Rogers (phone number xxx-xxx-xxx) has been with you guys for over 10 years. I mean, I’ve had countless services with you. Even my husband has been with Rogers for 3+ years and this is how we’re treated?

I’ve been hung up on, I’ve been called a liar, I’ve been told I don’t know how to read a bill, I’ve been transferred to 4 different reps within one call and no one has been able to rectify the issue.

All of this started with roaming and international data charges; which Darrell on your twitter account was able to credit back. But he could not take the account out of suspension. I had to make a payment. He told me to call accounts receivable, which I did. I was told to make a minimum payment of $200 and wait 24 hours to have the payment posted to the account then I can call back in and have the phone reactivated. In the midst of all of this someone in your accounts receivable department cancelled the phone line all together causing $598 of cancellation fees. Not only was I trying to not close the account, but I was trying to rectify the issue so we can come back into good standing.

But up until yesterday, NO ONE has told me that the account had been cancelled all together. All I was being told was it’s suspended and we can activate it once the payment posted to the account. Then yesterday (interaction ID: i510287844) Tiffany told me “well actually, the account has been completely cancelled so I can’t reactivate it”. She was the only person who in 4 weeks besides Darrell on Twitter was able to understand the hell I have gone through. Unfortunately, she didn’t have the authority to reactivate the line so she put me through to customer relations and noted the account with the full details. When I got through to customer relations, I was told “whoever told you that $200 is enough to activate the phone line doesn’t know what they’re talking about, pay the remaining $300.95 and we can activate it”.

I have no problem paying. But why has it  taken 4 weeks, 17 reps, 3 hrs on twitter with Darrell, 6 hours call time with all your reps in the past 4 weeks to get to this point?

I think of loyalty when I’m with a company and I’ve proven my loyalty with Rogers for 10 years. But I still get treated like this so I wonder, why am I still with you guys? If it wasn’t for the contracts binding me, I’d probably be gone after this ordeal. But I’m 5 months pregnant and I have a baby on the way and cannot afford to pay steep cancellation charges at this point. So, I’m stuck with you guys.

But no one in your company cares or has bothered to do anything about it. I want my husband’s phone line reconnected. I want a paper bill in the mail showing the remaining balance and then I want an opportunity to go to the bank or store or online and pay the remaining balance.

And quite frankly, I want a reimbursement for all the time and energy I have wasted on getting this situation rectified.

Roger’s network is fantastic; which is why I chose and stayed with you guys all these years. Now, if we could just do something about your customer service folks, I could go back to saying and thinking that Rogers is the best phone company out there. But that’s just me being hopeful.

From my experience, I probably doubt I’m going to get a response to this complaint either. The first one I made 5 days ago has yet to receive a response.

Sadly yours,

xxx xxxxxx

Office Of The President: @RogersHelps

Guess what? My issues with Rogers Communications is still not rectified. Nope! It’s now 4 weeks, 17 representatives at 1-800-Rogers1, 2 Twitter reps, 4 hours hold time, 3 managers, 3 disconnected calls and still no solution. How fabulous is that???

So, I’m told to make a secondary complaint because my first one (made five days ago) still hasn’t received a response although, they promise to contact you within 48 hours. Here’s the second complaint I sent. I should have probably saved the first note too. But didn’t think I’d need it, boy was I ever wrong!!!! (Future note to self: KEEP ALL COMMUNICATIONS WITH ROGERS WRITTEN AND ARCHIVED)

I have dealt with having my husband’s account restored for nearly 4 weeks now. I’ve spoken to 17 reps at 1-800-rogers1, 2 twitter reps, wasted at least 4 hours on hold, hung up on 3 times, been called back by your customer relations department asking about a survey I filled out; which turned into a 45 min conversation to ask if the situation had been rectified and when I responded that it hadn’t, the rep told me to call back customer relations. I asked her why she’d called and she said just to verify if I was still having an issue and that she couldn’t help me. She was just checking in. Well she called back 2 hours later asking me the exact same questions and wasted another 20 minutes of my time yesterday.

Then I called you customer service line asking to speak to customer relations yesterday (interaction ID: i510287844) just to speak to Tiffany who was absolutely pleasant and understanding but to be told that she had to transfer me to customer relations. Customer relations rep Jennifer turned around and said “too bad, I can’t help you”. I asked to be transferred to a manager and she insisted that it would take 20mins hold time. I told her over and over that I’ve wasted 4 weeks dealing with this, what’s another 20 mins and then she put me on hold and hung up on me. Called back and talked to yet another rep (interaction ID: i510299389) and the manager Deanne said the same thing. Too bad we can’t help you.

My personal account with Rogers (phone number xxx-xxx-xxx) has been with you guys for over 10 years. I mean, I’ve had countless services with you. Even my husband has been with Rogers for 3+ years and this is how we’re treated?

I’ve been hung up on, I’ve been called a liar, I’ve been told I don’t know how to read a bill, I’ve been transferred to 4 different reps within one call and no one has been able to rectify the issue.

All of this started with roaming and international data charges; which Darrell on your twitter account was able to credit back. But he could not take the account out of suspension. I had to make a payment. He told me to call accounts receivable, which I did. I was told to make a minimum payment of $200 and wait 24 hours to have the payment posted to the account then I can call back in and have the phone reactivated. In the midst of all of this someone in your accounts receivable department cancelled the phone line all together causing $598 of cancellation fees. Not only was I trying to not close the account, but I was trying to rectify the issue so we can come back into good standing.

But up until yesterday, NO ONE has told me that the account had been cancelled all together. All I was being told was it’s suspended and we can activate it once the payment posted to the account. Then yesterday (interaction ID: i510287844) Tiffany told me “well actually, the account has been completely cancelled so I can’t reactivate it”. She was the only person who in 4 weeks besides Darrell on Twitter was able to understand the hell I have gone through. Unfortunately, she didn’t have the authority to reactivate the line so she put me through to customer relations and noted the account with the full details. When I got through to customer relations, I was told “whoever told you that $200 is enough to activate the phone line doesn’t know what they’re talking about, pay the remaining $300.95 and we can activate it”.

I have no problem paying. But why has it taken 4 weeks, 17 reps, 3 hrs on twitter with Darrell, 6 hours call time with all your reps in the past 4 weeks to get to this point?

I think of loyalty when I’m with a company and I’ve proven my loyalty with Rogers for 10 years. But I still get treated like this so I wonder, why am I still with you guys? If it wasn’t for the contracts binding me, I’d probably be gone after this ordeal. But I’m 5 months pregnant and I have a baby on the way and cannot afford to pay steep cancellation charges at this point. So, I’m stuck with you guys.

But no one in your company cares or has bothered to do anything about it. I want my husband’s phone line reconnected. I want a paper bill in the mail showing the remaining balance and then I want an opportunity to go to the bank or store or online and pay the remaining balance.

And quite frankly, I want a reimbursement for all the time and energy I have wasted on getting this situation rectified.

Roger’s network is fantastic; which is why I chose and stayed with you guys all these years. Now, if we could just do something about your customer service folks, I could go back to saying and thinking that Rogers is the best phone company out there. But that’s just me being hopeful.

From my experience, I probably doubt I’m going to get a response to this complaint either. The first one I made 5 days ago has yet to receive a response.

Sadly yours,

xxx xxxxxx

Customer Service: @rogershelp @goshuk

It has been one heck of a week. Seems like I’ve had to deal with the worst customer service out there. First with Rogers and then with Gosh Cosmetic; which still hasn’t responded to my email, even though I’ve now sent them a second email.

Rogers gave me the run around for nearly two and a half weeks. Then when I finally spoke to their cancellation department, I was called a liar. When I got through to the manager he too agreed with his rep and pretty much said “too bad. Deal with it.” I was outraged. I’d been on hold almost 40 minutes and then I’m insulted and disrespected.

I turned to twitter to warm people to never purchase items or services from Rogers and I even began tagging them in my tweets. They quickly responded and got me in touch with someone who would help. After nearly two hours of back and forth direct messages, my issue was resolved. It’s amazing that a company as big as Rogers would have two departments that treat customers completely different.

My issue was resolved and I did thank them. I even did their follow up interaction survey and mentioned that I would never-ever deal with their 1-800-Rogers customer service department again.

One problem solved. Second one to go! Gosh Cosmetics tweeted me 3 days ago asking why I was disgusted and upset with their products. I sent them the link to my blog post. But I never heard back from them. So, I emailed them again today with the hope that I don’t have to take similar measures as I did with Rogers and start a twitter stream of messages.

Still waiting to hear back. It’s sad though when you think about it. We are loyal to companies for years on end but we get treated like dirt by them. Maybe it’s time I rethink my loyalty to these companies.

Luckily for Rogers, the rep I dealt with in twitter saved my business. He was quick, responsive and respectful, even apologetic. So, I’m keeping my cell phone and internets services with them.

Gosh on the other hand, not sure if I’ll ever buy their cosmetics again. Let’s see if they can rectify my problem!