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
http://josephmallozzi.wordpress.com/2009/11/1 ... castro-mailbag/
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WHATCH OUT BIG SCAM ROGERS
DOOOOOO
NOT
FALL
FOR
IT
That is poor practice and they seriously need to change that. If you ask me, I think that could become a legal issue.
http://www.youtube.com/watch?v=nH4CaPVOJEI
http://www.youtube.com/watch?v=nH4CaPVOJEI
IT took HOURS and HOURS of going through TECH support, cust relations, etc. Their big trick is that you can not ever talk to the same person. They bore you to death by putting you on hold and hope you will give up. I now have them on Tape saying they will cancel my contract and waive the fees. I am still stuck paying the first month and setup and all.
So Did what they said and now they say they didnt say that.....get it on TAPE. THEY LIE!!!!!!!
question where can I call anad complain and ask for questions whar to do legalyyyyyy and help
Well, here is the story, I call Rogers to upgrade my phone on my existing line, instead they sent me a new phone on a new line with a new 3 YEAR CONTRACT.
I got confused, I called them and told them what happened, they said don't worry Sir we will cancel it right away and you should just send the phone back, I said okay, then I get transferred and now I'm being told that the shipping/Receiving department won't accept the return since its been 30 days from the day it was sent out, well if I recieved it just now, its not my problem and I hadn't even opened the box. They gave me two options, either keep the line or cancel with a $300+ penalty.
Not wanting to pay the penalty, I kept the line and they waived off the fees for the first months for the confusion but $62 is nothing compared to the 3-year contract. However, I was not happy with my plan so I called ROGERS and this is what happened.
I spoke to someone by the name of AMY in the Customer Relations Department, I was so patient and softly spoken to her yet she kept raising her voice on me. I said I want a "BETTER" plan as I can't afford this plan.
Her response" Sir if you want more, its going to cost you more," I never said more, I said better but she goes on telling me these exact words:
"If you can't afford the plan then control your usage habits, I control mine" How dare you tell me what I should do or not, I'm paying for my services, you have no right to tell me something of that sort, so I said to her "Please don't tell me I can't afford it," her response "Well I'm not putting words in your mouth, you said it!" Give me a break, I don't even know why they're hiring High School Dropouts in the customer relations department!
I just hung up, now I'm looking to file a formal complaint but I don't have her employee number or full name. I hate rogers! very bad customer service.
I am going to switch to WIND as soon as they have iPHONE. I've had enough!
HOW DOES ONE COMMUNICATE WITH THESE PEOPLE ..???
Has anyone let it go to collections? Does it really screw your credit? After taxes it is $346. I know it is not too much but feel I should not give them an arbitrary amount of my hard earned money. Has anyone tried small claims?
Anyway, same thing, I saw "wierd" things on my bill, and would call and they would apologize and correct it. Last round I went right to RIM and bought the phone outright as I did not want to have a phone with Rogers and their "for life" contracts. So shortly after I got my phone Rogers sent out a notice that they had a new plan for $35 instead of $60 (data part only), and it clearly said for existing and new clients.
I called in and the fellow said "of course" change it was a way better rate and more features (most of which I do not use anyway, but what the heck). I said to him that I am contract free and might have a part time job change in 6 month or a year and I might have to give up the phone and start from scratch again, and was told "absolutely no contract" I was free to leave no charges anytime.
So fine until about 3 months later when I see a small notation online saying "3-year contract"; I phoned in they were rude to start, but both time I did it they suddenly said "oh no" heaven you have no contract, it has been 5 years since you bought a phone from us" and they corrected it. Within a few months it appears again -- I just gave up after having them fix it twice.
Rogers; at their heart they are nice, but some evil level of management has gotten a real foothold on them.
1-888-221-1687
They are trying to overbill me, which is similiar to most of the messages on this board. The part I found humourous is that when I requested Rogers review the taped recording of my original conversation with them, they state the recordings are only for quality and training purposes, NOT for disputes. I bet if the recording was in their favour they would review it.
I went from a annual contract with few complaints: $80 flip phone. With taxes and all the other fees, the average monthly bill for 1,000 minutes was $127.
I was convinced to go to a three year plan and with this came a new i-phone for $233 purchase. Since I can write it all off anyway and the new web site we use with the electronic filing of reports I took the deal.
The i-phone I have does not come close to the battery life claimed so I took the phone to the Rodgers store I made the purchase. I was directed to the Apple Store in Vancouver. I went in the tech tested it and agreed the NEW phone battery was poor, directed me to ensure I get to the office and back it up and then bring it back in for a replacement. Great, right? Wrong, big time.
I went back to the store and was given an appointment to replace it and everything was seemingly going as expected. I was told by their reservation tech that I would have a new phone in ten minutes. Fifty minutes later I walked out thoroughly disappointed.
I went on line, called the complaint phone number for Apple, and was told by their service rep that I was mistaken and delusional. Whoa, hold on a minute here; say what? I thanked for his time and politely hung up the phone.
I called Rodgers customer service, complained, was immediately helped with polite people that cared. Everything was going great and was told that a replacement phone was on its way; HOWEVER, it would be a refurbished phone that a tech worked on and fixed its problems and was like new. WHAT?!
So let me ge this straight: I bought a NEW phone for a three year contract, I was told I am Wrong, then expected to be happy I am getting something out of this and not being told too bad sir, you signed a three year contract and will be expected to honour it even though the Apple i-phone doesn’t work as claimed? NO!!
Here's the rub. It only gets worse. Rodgers accounts called me up and wondered what was going on and why wasn’t I paying my bill like in the past? I explained it to them AGAIN and once again was greeted by a person that cared and was very professional and the account straightened out to both parties' satisfaction. Wrong, not so fast! After I paid the May 7 bill on the 4th of May, I received a call from accounts receivable and they wanted the outstanding balance? What balance, there isn’t any balance. My bill is supposed to be 1,000 minutes plus 500 data for about $127 including taxes and other fees. I paid this amount in full. The rep then claimed I went over my minutes by $106. Long story short they expect me to pay for the defective phone and are trying to force me to pay for it by confusing the bill statements of usage vs. cost of the phone. Their story then changed and then they claimed I am only over $46, so I asked how they got $106 the first time?
My advice is to stay away from Rodgers Wireless because they have a lovely facade of being a proactive customer savvy firm but when it comes down to it they don't back what they claim and when it comes to making good on a defective product its all on you and they want nothing to do with you.