Rogers duplicitous customer service
Complaint
Mavis
Country: United States
About three months ago, I called Rogers customer service to cancel my cellular services. I was transfered to the customer relations department where I was offered as incentive to stay with Rogers three months unlimited calling. They didn't mention anything else besides that. Sounded good so I went for it. Little did I know that Rogers had cunningly signed me up on a three year contract!!!!!
You can't imagine how enraged I was when I found out. The conniving, scheming and duplicitousness of it all just convinced me I had to get out....I was done with Rogers and no amount of incentives was going to change my mind. I was in for a mega-ton shock when I called to cancel my services. Apparently I would have to pay 400 dollars to cancel...and you know why....because I was on that three year contract.
Let me clarify a few things. About a year and a half ago, I bought my nokia 6682 smartphone full price on no contract. I payed my bills faithfully every single month. I was a free woman, with no contracts. So why in the world would I want to shackle myself to Rogers on a three year contract!!!! Why didn't customer relations mention that the three months unlimited calling entailled a three year contract? Do you see the utter deceptiveness of this all?
About three days ago I called Rogers to sort this all out and thankfully my calling plan was reverted back to what it used to be. But to be honest with you, I'm so angry and tired, that as soon as my account is officially back to a month to month plan, I'm going to get the hell out of Rogers.
Rogers needs to change their policies. Become transparent will all their customers.
You can't imagine how enraged I was when I found out. The conniving, scheming and duplicitousness of it all just convinced me I had to get out....I was done with Rogers and no amount of incentives was going to change my mind. I was in for a mega-ton shock when I called to cancel my services. Apparently I would have to pay 400 dollars to cancel...and you know why....because I was on that three year contract.
Let me clarify a few things. About a year and a half ago, I bought my nokia 6682 smartphone full price on no contract. I payed my bills faithfully every single month. I was a free woman, with no contracts. So why in the world would I want to shackle myself to Rogers on a three year contract!!!! Why didn't customer relations mention that the three months unlimited calling entailled a three year contract? Do you see the utter deceptiveness of this all?
About three days ago I called Rogers to sort this all out and thankfully my calling plan was reverted back to what it used to be. But to be honest with you, I'm so angry and tired, that as soon as my account is officially back to a month to month plan, I'm going to get the hell out of Rogers.
Rogers needs to change their policies. Become transparent will all their customers.
Comments
I. Am thinking about doing the samething, contacting the media. So I am curious about what happened after you contacted the Toronto star. I guess it turned out to be nothing? Since I did not see any article about this issue? Maybe they have influence in the government or media?
Why they have jobs is beyond me as they don't even do their jobs! They should be fired. Having lived in Japan, which has excellent customer service, I feel disgusted in how people do (or don't do) their jobs here.
I buy the Samsung c414 from a Rogers dealer. No one says it is a final sale, and there is nothing on the bill to indicate this. If I was told that, I wouldn't have bought. I try using it for a week and it's entirely frustrating. It won't hold a charge for more than 24 hours even though it was sitting idle the whole time. I can only text one letter at a time. There is no feature that recognizes the word you are typing to speed things up. Every flip phone I ever owned over the last 10 years had that function.
My sister offers me a 5 year old flip phone that is better than this phone. I re-package the whole phone. I examine it carefully—no damage. It looks good. I take it back to the store with receipt, where an employee, checks over the phone carefully and tells me she thinks I deserve a refund because she said it was under an incorrect sku and that it was never voiced to me that it was final sale, and because the phone looks good. But the system won't let her give me a refund. The manager must do it and so I need to come back on a day she is there.
I come back on said day and am told again she is not there. I talk to the assistant manager who tells me the phone is scratched up and so he cannot return it. I see no scratches. I put on my glasses and cannot see what he is referring to. Feeling like he is just giving me an excuse, I ask to talk to his manager. He says to come back the next day. I come back the next day, she still isn't there. By this time, I am feeling outraged by the amount of time this is taking and by the continual excuses for why it cannot be returned.
Their policies create so much hatred towards them. It must suck to be one of their employees.
I am so glad to find this post since I know I am not the only one who is frustrated about rogers. I have been using rogers for quite a long time because my mom started it and you have to out money in every year to keep your previous balance for pay a you go. I think rogers have no sense of respect to human beings and have no morals. Basically if you talk to 10 people in that company you get 10 different answers(because everyone has a different self interest and personal agenda, like the sales people just want to sell anything to you, and the retention department will do anything, no matter it is threatening or cheating, to prevent you from leaving rogers during his call). And you are the one who takes the hit, even you think it is their fault. I wonder if there is any way we can do something about it. Is there a way to contact the higher management directly, or is there a government agency we can contact?
I think as individual we can not do anything because we are really powerless in front of that big organization. I hope there is someone who works for newspaper or other mass media will expose the dirty work of. Rogers.
Now Rogers bills me a cancellation fee because I apparently went to retention and changed my plan years ago, they never told me I was agreeing to any new contract while doing that.
I phoned multiple times, they hung up on me every time.
I am not happy and am considering emailing the media and ccts and my mp.
First manager I talked to basically said too bad you signed a contact, we don't have the contract but you still have to pay regardless. I asked to hear the recording of me agreeing to a 3 year contract he could not provide it or an answer. I then asked if I did sign a new contract back then why didn't I get a new phone? Again no answer. He waved the 30 day extra fees except the cancellation fees.
Next manager I talked to was very helpful he actually looked at my old contract from 2009 and saw that was the only phone I ever got on contract with Rogers and no notes about me ever signing up for another contract with retention. He dropped the fees.
Beware of false tactics and shady business practices with Rogers, they frustrate the customer so that they give up.
Once you haven't signed a contract with them. At first, they cannot claim the deal has been made between Rogers and you. On the contrary, whoever setting up this account from Rogers is liable to fabricating false pretences/ forged documents. Rogers also is responsible for criminal harassment (even through another party, the collection agency).
I will be pursuing this on Monday I have to say I am deeply disappointed in the dealings with what I thought was a reputable company..