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
Reading all of your posts, they have one thing in common. You didn't listen or read carefully enough at the plans you agreed to. I've been a wireless customer since 2004 and my first 2 year plan expired in 2006 and stayed with them till now.
I was dismayed with my services and so I gave them a call saying I would like to cancel or get a better discount and right away they connected me to Customer Relations where I got huge discounts on the phones/plans.
Another thing,
Many of you complained that you cannot cancel your phone because it was your Ex or whatever who signed up for it. HELLO! Obviously he is the only one that can cancel it. Even if you are the highest authorization on the account, only the account holder/creator can cancel it. It's no different than anything else. It doesn't matter if you pay the bills or whatever. The person who created/signed the account is in charge. Instead of venting on a forum, kindly suck it up and contact your ex and let them know what;s up.
But seriously come on, do you expect them to hold your hand and explain everything? You should also know that every phone conversation is recorded in the case of discrepancies so for those of you who feel you were "conned" you better think carefully before contacting an attorney because it could turn out to be 100% your fault.
However, here are some helpful tips:
If you want to cancel your account, always say speak to customer relations because you want to cancel. No if's and buts and don't listen to all the discounts they try to give you UNLESS you want them. Be warned though, because they will "Tag" your account if you do this to get better deals all the time.
Second, know that almost every company that sells phones now, most likely advertises phone prices with 3 year contracts AND with a certain amount of price plan. So that Blackberry you want for $99 or less maybe on a 3 year plan with a minimum of 45 dollar data plan for the first 4 months guaranteed.
Also, because every call is recorded, make sure you ask tons of questions. And if they offer you a deal or something, always tell them you want it noted you offered this and ask for a confirmation number so that when you speak to someone else, they can pull up the information.
Finally, the most important!
I know your mad but keep your cool. Swearing or verbally abusing them will only make it harder for you. Remember that these are everyday people working their jobs and don't want to be yelled at. Be polite and discuss everything.
Hopefully this will enlighten or help some of you. I just know from personal experience, Rogers is by far the "better" company when it comes to Bell and Telus.
Could somebody teach me a best way to make a complain to Rogers.
So, my advice to you is don't waste your time complaining and look for an alternate provider. In time, Rogers may take notice and review their Customer Service, just like the other providers did when they started losing customers.
The biggest problem with wireless services in Canada is the lack of competition and choice for the consumers. So, instead of complaining to your service provider I suggest you write to your MPs asking them to support deregulation of the wireless industry. We need more competition, and preferably, more US Wireless Providers in Canada. Companies like Rogers and Bell have had it easy so far and let's see how long they'll survive with tougher competition. This consumer has just about had enough with being screwed by badly managed Canadian companies.
I spent a lot of very frustrating time trying to connect to a customer service rep who could help. From what I've read I may be one of the lucky who have finally connected to someone who could/would do something.
Over a period of approximately 1-1/2 months there were 25 voicemail calls. It was determined by the rep that 14 of these calls were unsolicited calls from Roger's; yep, you have it, Roger's was charging us for calls that they sent and then of course to retrieve said voicemail we were charged again. 14 such calls from June 26th to now; the rep didn't go any further back than that so who knows how long this has been going on. We were credited very quickly I might add and without any argument. It makes me wonder if this is more than just an isolated incident. How convenient a money maker is that?
To those of you who have experienced the same thing, or think you may have, by all means check into it. If you have, let me hear from you. If this becomes more widespread it may be something the CRTC should look into.
Yesterday I happened to get the full message being left by Roger's; it is a marketing message. This prompted me to recheck our transaction history again. In spite of the fact that the Roger's rep told me he would put a block on both our accounts regarding these voicemails they are still coming through. Also, when I originally spoke to the rep I asked that he check my account for this activity and he told me that I'd not been affected. Now that I'm aware of the originating number I checked my account again and discovered that they've been doing it to me too.
I checked with the CRTC and was told that there is nothing they can do; Roger' is free to scam in this way. I guess the only thing that can be done is to make this common knowledge and embarrass Roger's into doing the right thing.
I have to go find a copy of this non-existent contract to prove that the contract doesn't exist. Huh?
I was going to quietly pay my cancellation fees at the clip of $60 month, but They would not stop the harrassing phone calls, and threatened to send me to collections- (FYI- I have been paying regularly since my contract expired in July) Yup. 3 months is far too long to pay them for fraudulent charges. They must be in debt to the mafia or something...
After being on hold for half an hour, and transferred to 3 different reps, each more apathetic than the last- I told them to take me to court.
What a bunch of morons- it didn't matter to them if I was making a good faith effort to pay them or not, they wouldn't stop the harrassment.
Fantastic business plan- I feel sorry for any shareholders.
I then wait and call back, and a new agent can see the offer. He then transfers me to Cust Relations to fulfill the order. Then once again, the Cust Relations agent can no longer see the offer. The @#$#@$@# agent is treating me as if I'm a liar !!!
I hate Rogers
http://josephmallozzi.wordpress.com/2009/11/1 ... castro-mailbag/
((((((((((((((((((((((((((poor sevice))))))))))))))))))))
watch out big scam Rogers
doooooo
not
fall
for
it