The only thing that Rogers delivers consistently is bad service

I spent half my morning on the phone with customer retention at Rogers this morning dealing with another of their fuckups.

When I say the only thing they deliver consistently is bad service, I mean it!

Billing me for twice the amount I owe for almost a year on my cell phone bills, jacking the price up on internet while the performance suffers and then extending my contracts without my knowledge. The funny part is that all of this happens when they’re trying to appease me because I keep trying to leave!

The real icing on the cake today is that I called in to upgrade (I know, I know. I only did it for work and as soon as my contract is over Teksavvy is getting my business) my internet plan to find out that my contract had been mysteriously extended without my consent or knowledge. After sorting that bullshit out for half an hour I finally get to the part where I upgrade my internet.

Oh wait, what’s that? I need a new modem, and it’s going to cost me $7 to rent one now?? Fuck.

I agreed to it because I really need the internet, and the person makes a work order for me to pick up my new modem tonight at my local store. Everything is dandy, right?

HELL NO.

I leave work early so I can get to the damn store because I don’t know what time they close at. Yes, I called ahead but apparently answering phones or even having voicemail at a phone company is not something Rogers believes in.

So I haul my ass out there, wait in line for 20 minutes only to get to the bitch-ass dude at the front who is playing on his cell and barely greets me. I tell him I’m there for the modem that was ordered for me this morning, present my work order like a good little peon and he tells me…

“WE DON’T HAVE ANY OF THOSE”

And proceeds to give me shit attitude when I start to get upset. It wasn’t easy to get there and stand around for ages waiting to pick something up. I was also without internet (and so were my paying guests) while I hauled the old modem in for the switch. Not cool.

And the attitude I got was just amazing. The two working there looked like they hated their jobs and were taking it out on the customers. The guy treats me like an idiot because I’m incredulous that they don’t have any of the promised modems. He tells me it doesn’t matter that I have a work order and that I was told there would be one ready for me and makes it seem like its my fault that I didn’t call ahead.

I told that punk I DID call ahead and no one bothered to answer the 3 times I did. He just shrugged. Un-fucking-believable.

I just left at that point before I made a scene.

The best part?

I called Rogers immediately to complain and sat on hold for SEVENTEEN MINUTES. And never even got through.

Who the hell is in charge of their quality control? Their distribution? Their customer service?

I want to hear from these people and have something done about my account. This is just sick. How can they expect to keep me, or others like Krystal as customers with all this idiocy??




13 thoughts on “The only thing that Rogers delivers consistently is bad service”

  1. Not cool at all! I've had a bad experience with my local phone company: Left one to join another, cause they've raised prices like crazy. So the guy from the new company promised a car phone as a part of the deal – I need it, but when I went to the service center to pick it up they told me that they're out and are not sure when they'll get it. So again phones to the guy, who's saying he didn't know that – BS! For a week I was driving w/o a car phone and it was pure luck I didn't get a ticket. Finally the dude got me one – and now it's OK, so I'll just have to wait and see the bill.
    My recent post Growth in Incandescent Grow Lights

  2. wow that is one back Rogers story, my friend used to work for their customer support and let me telly u, she didn't last there very long because of all the complains she got. Good luck with dealing with them and get out as soon as you can
    My recent post Ice Breaker Games for Adults

  3. I won’t get into my rant about Rogers’ incompetence-suffice it to say I got someone on the phone who could neither read a calendar nor do simple math, insisting I owed money I didn’t owe, and that was just the start of a three hour ordeal that evening! Ok, I guess I’ve kinda gotten into it… I’ve never heard anyone rave about the great service there, probably for good reason… Good luck hammering this issue out. Every time I go through something like this with them I get a little closer to canceling everything and living in communicado just to avoid the aggravation!

  4. No kidding. It's situations like this that make me glad that 1. I work for Airbnb who believe in actually being nice to customers and 2. Run my own company where I can be sure that people are treated right.

    I never did get a response from Rogers. Really makes me feel important, you know?
    My recent post Ever-changing Logos

  5. Rogers is a joke , im a customer of Rogers wireless, before i renew my plan , people agree to give me discount .everyone did, i have reference number for those discount . but right now , after i renew it , every discount has been remove .it just like JOKE , and when i report to your office of prisedent , they told me , either stay on plan , or leave.

  6. The EXACT same thing just happened to me. I called them up and told them that no stores in my area had the modem to upgrade and that no other stores in neighbouring towns were even answering their phones. The guy on the phone said literally, "there is nothing I can do". I will be switching to teksavvy.
    Thanks for nothing.

  7. There days into I knew rogers wireless account , my service was disconnected. after paying over 400 dollars for a new phone and accessories with a 3 year plan I arrived home 3 days later to find my service has been disconnected.

    customer support instructed me that it was my fault for exceeding my available credit limit. it took a couple days, but I received 1 month free and waved any extra charges.

    not 2 weeks later, I’d run into a problem with my mobile data. rogers had arbitrarily decided that some of its business customers no longer needed their mobile data. just left be at a standstill, and cost me roughly 800 dollars this morning… ian lost business.

  8. There days into I knew rogers wireless account , my service was disconnected. after paying over 400 dollars for a new phone and accessories with a 3 year plan I arrived home 3 days later to find my service has been disconnected.

    customer support instructed me that it was my fault for exceeding my available credit limit. it took a couple days, but I received 1 month free and waved any extra charges.

    not 2 weeks later, I’d run into a problem with my mobile data. rogers had arbitrarily decided that some of its business customers no longer needed their mobile data. just left be at a standstill, and cost me roughly 800 dollars this morning… in lost business. 6 phone calls in 6 hours later my dad is somewhat fixed, but I’m still having problems with some aspect of using my data connection.

    despite then being able to fix the problem and me having my data back, now customer service still insists that it was my fault, and will do absolutely nothing to compensate me.

  9. I just took a $300 hit to cancel my contract with these people. I don't know what has happened there but at some point over the last 5 years their customer service has sunk to the very bottom of a deep cesspool. I have been lied to, misinformed, misled and charged through the teeth for crappy customer service long enough. I am now taking it upon myself to tell every person and forum I can find about my experience. After being a dedicated customer for over 15 years, you get treated just despicably. I, for one, am watching the news to read the story that this company has gone the way of the dodo bird.

  10. I'm pretty sure that Rogers has business rules in place that prevent them from providing any semblance of service unless you threaten to cancel your contract. I have never dealt with a company that has provided such poor service, unfair billing and general incompetence. I must have dealt with them over 10 times on the phone in the course of a year and a half to try and deal with their fuck ups. When I moved and switched my Internet to a new address they even failed to send me a residual bill or debit my credit card, instead sending me to collections even though I was in good standing on my "new" account.

    I strongly recommend just cancelling with them, or at least threatening to cancel (this is when you actually get some service and concessions from their end).

    I worked out the math recently and as a customer you're worth about 2x your annual payment to them. So for example, if you pay $100 a month, you're worth about $2,400, which is way more than your cancellation fee. That means they'll be willing to negotiate when you threaten to cancel – or you should just cancel anyways, it's worth a few hundred dollars to leave an abusive relationship.
    My recent post Telco Subscriber Values

  11. My Rogers shit phone isn't even listed in their support group…….
    My piece of shit won't work inside the house…
    How the fuck can I get out contract???????
    Tom

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