The worst customer service eperience


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  1. Cy1971

    Cy1971 Member This Topic's Starter

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    I like to think of myself as a fairly patient man, but this has me so angry and frustrated I just dont know what to do anymore.

    I have been calling in to Rogers Customer service and other various support groups. Ultimately I want to end my contract with them and their front line CSR's refuse. My position is that I was sold a phone that is "open source and update able" That I could download any apps on the marketplace (little did I know that this was not the Google marketplace) and that the Dream and the magic were the same phone the only difference was the slide out keyboard.

    Recently when relaying this to a CSR I was told that I should have done more homework and not went on the word of their sales rep. While she may be right and I should know better than to trust any sales rep it doesn't change teh fact that their sales rep lied. I was kind of willing to chalk this up to buyer beware, suck it up and move on.

    Then comes the 911 issue, the one that both HTC and Rogers were aware of in Sept and their blatant disregard for the safety of their customers and those near them in need of a 911 call. They let this go on till January. Their Answer was to *force* a patch that fixes this and at the same time they say oh by the way we are dead ending your phone and that fix that we gave you, yeah that will prevent you from updating and using your phone how you want to.

    I understand that rogers cant be providing updates forever, but the simple update that every other version of this hardware is running and would have fixed the 911 issues and provided for the safety of their customers. that seemed reasonable. Short of that, let us unlock the phones we use and update them ourselves. After all we are only paying for their talk and data plans. We should be able to do whatever we want with our phones.

    Now comes the hilarious and tragic part of my story.
    - Jan 26th I spoke with Kiera and wasn't able to get nowhere with her so I asked to speak to a manger she asked for the best time for a call back. I said anytime after 3:30 pst she said No problem a manager will call you back tomorrow after 3:30.

    - Jan 27th get a call from a manager (no name) at 10am(ish)
    he left a voicemail and an id. When I get home from work I call and get a recorded message saying to leave my name, # and id and a manager will return my call within 48 hours. So I do this and again emphasize to call back any time after 3:30pm pst

    - Feb 1st Still no call back from rogers. I call back again and leave teh same message from above, again emphasizing any time after 3:30pm pst.

    - Feb 3rd a manager calls at 1pm.
    I call rogers front line support when I get home and speak to ***athree. I explain to her what happened and that I want to speak to a manager. she said there are none available and all she can do is have them call me back tomorrow. She said that she will even note it a bit later and said she put to call back after 4:30 instead "just to make sure"

    - Feb 5th no call back yet.
    I called back in and spoke to a number of different people. The last of which was Natasha. I went back and forth with her for a while and didnt get anywhere. So once again all she could do was have a manager call me back. Again I told her this needs to be after 3:30. (I'm sure you can guess where this is going) Natasha told me that it could take up to 72 hours.

    - Feb 8th I get a call from a manager at 8am
    I call rogers when I get home from work. I repeatedly ask to speak to a manager. Latoya politely tells me that there are none there. Even if I were to hold there are none there to take my call. She says that she can put me on a 4 hour call back. I told her I couldnt as I had to go out and was not going to deal with this while I was out with other people.
    I ask to speak to the office of the president. She said that she cant do that and she suggests I email The OotP. She didn't have the link and told me I could find it on rogers.com.
    So I emailed TOotP.

    - Feb 9th (today) I get a call from a manager at 12:27 pm pst......

    Is it really to much to ask to get a call back after 3:30. I thought this was a reasonable request.

    I don't even know what to do. One of the support reps offered me a Sony xperia x1 for $99 and a contract renewal. I don't want a WinMo phone They retail this phone for $599. She told me that my buy out is $500 I told her "don't give me the phone just close my account" That wasn't possible.
    I suggested "in that case I'll take an Iphone because my GF wants one and I would transfer my account to her, with me taking over her telus account (roughly the same length of terms and data plans). Nope any phone but an I phone. I have talked to tech support and asked to just have my dream reverted and then I would put 1.6 on it myself and stop bothering them. Nope cant and wont do that.

    What the hell am I supposed to do?????

    Frustrated and angry.
     

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  2. TriC

    TriC Well-Known Member

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    Mabey they will give you a Xperia™ X10 when it comes out.. that would be sweet.. but if you can't do anything just root your phone... your radio just needs to be a the same or higher version then then the one that comes with the 911 fix from rogers. and it will work on the network again.
     
  3. RogersMary

    RogersMary Well-Known Member

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    Hi - This is Mary with the Rogers online communications team. If you'd like assistance let me know via PM and I'll try to help. I would need your full name and a number where you can be reached.

    FYI. The Sony Ericsson Xperia X10 will be available in Q2: "World?s Premiere Social Networking and Entertainment Phone,The Sony Ericsson Xperia? X10 Coming To Canada Exclusively At Rogers" on SMR

    Also, in case you're interested, the Dream to Magic upgrade program in up and running again: http://androidforums.com/rogers/401...dware-upgrade-update-thread-2.html#post336637

    Thanks,
    Mary
     
  4. Drazil

    Drazil Well-Known Member

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    Unfortunately, your story happens every day to hundreds of people with Rogers... I used to have 5 accounts with them, and now I'm down to 1 and soon to be 0 once that contract is up. The thing to know about Rogers is that they do not honour anything they say and to get anything done you might as well just wait it out and cancel.

    The problem with Canada's cell phone industry is the same problem plaguing our political system. Everyone sucks, and you just have to go with the one that has pissed you off the least. The new players coming in don't look much better either :(
     
  5. yycken

    yycken Well-Known Member

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    I've said it before and will continue to say it as long as my experience remains the same. The customer service offered by Rogers is MUCH MUCH better than what I've received from both TELUS and Bell. Their wait times are less, agents more capable to make decisions on the fly and fewer transfers.

    The only communications company who's better IMO is Shaw.
     
  6. mjschmidt

    mjschmidt Well-Known Member

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    In general my experience has been the same. I think what we see in the forums is a case of people who get good service rarely bother to make a big deal of it, but those who get bad service will.

    It may just be that this user got the one rep who isn't very good, and his experience is valid. In general their customer support might be good, but if we don't tell them about the bad ones, we risk "creep" of bad support into the good.
     
  7. vikingisson

    vikingisson Well-Known Member

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    It also involves how you approach them. you might be upset or angry but expressing that rarely gets you what you want. I can go years without calling any kind of support because of the hassle but when I do I want it quick and I want the problem solved. Play the game and your experience might be a good one. I've had to call only a few times and each time was fruitful, I still have data afterall...

    On the other hand I needed to call about my daughter's phone and after giving out the long list of security answers they asked what it was about at which time I'm passed to another rep and the whole security thing started all over again. 15 minutes of talking and 3 times of the redundant questions without being on topic got me no closer to a fix and I said thank you and hung up. Called back later with a different tactic and got the problem solved. It's sad how it works but that's the game and R is no better or worse than most.
     
  8. opus904

    opus904 Member

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    Yes i've had a rough time with customer support people also. I was hoping to upgrade to the X10 when it came out and was told that i have to wait my full 2 years before i could get this phone. I am 3 months shy of the 24 months and you would think that since this is the newest phone for rogers, and i am a customer that 90 days shy of my 2 years they would allow me to get this phone, and lock me in for another 2 - 3 years.

    I talked to a couple of csr about this i even pointed out to them i have an email saying that i am eligable for an upgrade after 12 months not the 24 months that is now in effect. They still say no, its a company policy change.

    Its funny about them policy changes i thought i saw a promo around christmas time changing the HUP so you only had to wait 12mo. instead of 24mo. for an upgrade. Then in the new year they change it back to 24mo.

    Now i'm looking at telus milestone, finding out that with a 3 year contract i only need to keep the data for one year, cancel it after that 1st year, and use the wifi for the heaver data streams like videos on the net.

    Hmmm Telus is looking pretty good in my books. Rogers what are you going to do?
     
  9. mjschmidt

    mjschmidt Well-Known Member

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    @opus904: If you've already contacted a CSR and they wouldn't help, you have two options with Rogers...

    1. Call back, and ask to elevate the call to a manager. If the manager won't do it, tell them you want to be transferred to "Retention" so you can cancel your contract. The job of the retention person is to try to get you to stay, usually by offering you something.

    If #1 doesn't work, then try #2... contact @RogersMary on Twitter, or via the Rogers RedBoard blog here. If you give her your info, she can look into it for you and determine if you are eligible, and if the CSR made an error.

    Either way, make sure that _every_ time you call Rogers you get; a. the call reference number, and b. the employee number of the rep to whom you are talking.
     
  10. jonno2k

    jonno2k Active Member

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    From another point of view, I have been with Rogers forever with various cell phones and pagers over the years. In fact I have never used any other carrier. I've had great service from them - no complaints whatsoever. I'm not trying to minimize your pains but I'm just saying they're not all that bad all the time.

    I'm curious though why people get so upset about not being able to upgrade firmware. Maybe the younger crowd assumes all hardware needs to be/should be field upgradable. How many cell phones/pagers/walkmans/microwaves/whatever before the last few years have ever been field upgradable? I guess I just don't understand why it's such a big deal that people "need" to reflash their hardware. Want an upgrade? Buy something new. That's the way it's always been and it's great that some newer devices can be upgraded... but I just don't get why that's such a big deal if they can't be. I guess those people don't remember what it used to be like...
     
  11. vikingisson

    vikingisson Well-Known Member

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    Because they are computers and not ovens that don't need to do anything better or new. But like an oven I want this phone to be usable for a long time. I don't want to throw it away just to get something better. This one becomes better simply by flashing it.

    I don't need to, I want to. Being stuck on 1.5 is not what I paid for when much better is available that will run on what I already paid for. FYI, I'm not asking Rogers to update, I'll do it and because I don't use a contract phone I'm free to do it. Only problem is that Rogers will cut my data and that is the problem.

    I remember 'car phones' that had a rotary dial. I remember portable computers that were 50+ lbs. Point is that the old way of contracts and phones available only from the providers is not the market I want to be in, this is 2010 and is about time we get with the future.

    But point taken, if you want to continue to play the contract game then you must obey the same old rules and 1990 style of agreements. I too don't understand the frantic pattern of begging providers to give me the latest and greatest toy.

    That being said, I've usually had good customer service. But I've only needed to call about my data service and never a question about what device they will sell me. Cell providers are to me like ISPs and nothing more. So much simpler that way.
     
  12. jonno2k

    jonno2k Active Member

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    vikingisson: Good points. I guess that's progress... the mobile phone manufacturers are always selling the next big thing and part of that is a real OS with upgradable components. If you bought a phone because it could be upgraded, you should be able to do so.

    And you're right about the service providers being like an ISP. The Telus/Bell move to HSPA (and related) technology will hopefully make it easier to someday be able to move to any cell provider in Canada more easily. Except, of course, for the bloody contracts...
     
  13. mjschmidt

    mjschmidt Well-Known Member

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    I would say, though, that since it is a capitalist market, there is nothing wrong with asking. The "complaining" and "whining" are simply some tactics of playing the "game" of negotiation.

    Rogers is selling a product, the phone (and, to some, the contract).

    You, the consumer, are literally selling your money to Rogers in exchange for the phone they are offering. (Okay, really you're bartering your labour for theirs, but that's getting a bit too deep. ;-) )

    Yes, you signed (ok, not Vikingsson. ;-) ) a contract, but that doesn't mean you have to just grin and bear it. Part of the "game" is the option to complain or negotiate at any time, and Rogers does have some wiggle room.

    Since you are "selling" your product to Rogers (your money and patronage) you can ask for "x" and threaten to withhold your patronage if they don't give you "x". Rogers can choose to agree and give you "x", compromise and offer you "y", or say "no" and give you nothing.

    At that point you either live up to your threat and take your business elsewhere for a better/different deal, or "shut-up" and live with it till something better comes along.

    You may not be "officially" eligible for a hardware upgrade yet, but that doesn't mean you can't ask, or even complain loudly, to get one anyway.

    Rogers can still say no, and then you can move on.

    But they might say yes, to keep your business.

    That's capitalism. :)
     
  14. vikingisson

    vikingisson Well-Known Member

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    yeah, it is about choice. They can continue with the same methods they've always used as long as I have the choice of buying service like much of the world does beyond N.A. I'm the easiest type of customer that way, I never call as long as the service works. I can tell the difference between a problem on my end or theirs. Nothing much has really changed, the new phones and technology has changed but how it is sold and supported hasn't. We're so used to this and most people have no idea that it can be done another way and in fact is done differently elsewhere.
    really, contracts need to get bloody. blah....
     

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