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
our services don't work in full, we called to cancel. They then offered us 12 months free HD and a wilress stick for 6 months. They sent us a letter taking back the 12 months. I now see there is a charge for the wireless stick and i can't cancel because im in a new two year contract!!! pretty much a scam. These companies make a ton of money from Canadians, and we only get ripped off. they also have to refund 30 million dollars. accident?
here is the best contact for complaints Phil Hartling: 416-935-4870 phil.hartling@rci.rogers.com
our services don't work in full, we called to cancel. They then offered us 12 months free HD and a wilress stick for 6 months. They sent us a letter taking back the 12 months. I now see there is a charge for the wireless stick and i can't cancel because im in a new two year contract!!! pretty much a scam. These companies make a ton of money from Canadians, and we only get ripped off. they also have to refund 30 million dollars. accident?
here is the best contact for complaints Phil Hartling: 416-935-4870 phil.hartling@rci.rogers.com
our services don't work in full, we called to cancel. They then offered us 12 months free HD and a wilress stick for 6 months. They sent us a letter taking back the 12 months. I now see there is a charge for the wireless stick and i can't cancel because im in a new two year contract!!! pretty much a scam. These companies make a ton of money from Canadians, and we only get ripped off. they also have to refund 30 million dollars. accident?
here is the best contact for complaints Phil Hartling: 416-935-4870 phil.hartling@rci.rogers.com
After a long & totally frustrating conversation with one of
their customer service reps I demanded to speak with a
manager. Days later I got a call from someone named
Tiffany who left a message on my voice mail that she was
calling because I had asked to speak to a manager + she said
it was her second call - note - no previous message +
she stated I could NOT call her back??? Today someone called
Xavier called same thing, left message no call back and
apparently now its my fault they can't reach me and they are
closing file - WHAT A JOKE!!!!! CUSTOMER SERVICE!!!! I AM
GOING TO REPORT THIS TO THE COMMISSIONER!!! ENOUGH!!!!!
My current phone has been with rogers for about 3.5 years, I used to be on family plan that was not cheap, and I would always be charged a whole lot of overusage fees because the plan just wasn't enough (especially after the text incident). After 3 years, I called in to ask if they have special plans (and note, this was just regular customer service, not CxR), and they've given me a promotional plan for existing customers only. In total, I'm paying less than before for 2 separate plans as opposed to a 2-phone family plan, and I am receiving MUCH more (more minutes, more text, canadian long distance, free caller ID, 6pm + weekend, rogers to rogers, etc.) Therefore, I'd like to defend Rogers and say, with a little patience you WILL end up with what you want/need.
Of course, the change of plan required a 3-year renewal of my contract, which the customer service lady DID tell me. Which in your case, you can only blame the customer relations agent, not Rogers.
I guess we just happened to be the lucky ones..? =X
The guy on the phone explained to me that I was entitled to 5 Rocket-Sticks for free! After he explained to me what they were used , I got interested, since I work part time in a computer store and there seemed to be quite a demand for that technology up here in Northern Alberta. After all, I was offered these for free and as long as I did't activate them, there would be no charges. Three weeks later i received the first 3 and a couple of weeks later, the other two. At first I did not get around to even look into them and left the boxes standing in my hall-way. In the mean time, I was promoting these Rocket-Sticks and offered them free to whoever was interested, all they would have to do is transfer the Rocket-Sticks to their name. I could not even give them away for free! As soon as I mentioned any deals with ROGERS, they did not want any part of it. In the mean time, I was being charged for these Rocket Sticks by Rogers, while they were not even activated yet! I contacted them about that, and they told me that the rocket Sticks were activated the day they were shipped out! I explained to them that that was not what i was told! They were still sitting in the boxes they came in from Purolator! So, on the 21st October I called Rogers and told them to cancel my contract and I am sending these Rocket-Sticks back. At this time I was getting ready for an overseas deployment and wanted this settled before I left. While I was on deployment overseas, my wife kept telling me about Rogers hassling her about my bills for these Rocket Sticks not being paid. I was not even using these Rocket Sticks, they were never used nor were they ever activated! I had already sent them back! So, what are they charging me for! How can I possibly owe them anything at all for services I did not use! Now they are telling me that as soon as I had accepted to receive these Rocket Sticks I was automatically tied into a 3 year contract for 5 Rocket Sticks, $24.95 per month per stick for 3 years! When I canceled the contract with Rogers, they claimed that I would be liable for an early cancellation charge for $500.00 per Sticks plus applicable charges and fees! Comes to about $3200.00! I am asking for what? What is it that I am supposed to be paying for? How could Rogers charge me for services I have never even used or intend to use?
Then I port number to Wind mobile,(because Win mobile has much better plan and NO contract), after porting, I want to make sure everything OK with Rogers, I called them again, they told me they will charge me 100$, I told him why before I port number, the rep told me charge 30 days fee (my monthly plan is 60$), not telling me there s a charge of 100$, rep told me system will charge 100$ automatically because contact is canceled and she can do nothing , I argued why the first rep I called your rep misleading me, not telling me 100$ charge, she said nothing she can do, finally, I told her that this is a good confirmation that I made very very good decision to leave Rogers after be many years Rogers loyal customer .
Now I decided, next step is to make my home totally Rogers-Free!
I purchased a SIM card from them on Oct 20 2010 and attempted to activate it on line. The process was completed successfully (after going back to the same store to buy a pay as you go voucher to load the phone with some air time). I then received an email from Rogers saying that hey couldn't complete the activation and to call their activation help line. As I've just relocated to Canada three days ago, I've been extremely busy, and the first opportunity I had to do this was Friday morning Oct 22. I went through the whole activation process again, but the phone still came up with a "Phone restricted" message when it was turned on. It then transpired that it's a Fido phone, and it would not accept a Rogers SIM card. I had initially shown the phone (which has a Fido label on it) to the person who originally sold me the SIM card. As a new immigrant I was completely unaware that a Fido phone wouldn't work with a Rogers SIM card. This was simply an old phone that had been given to me by a friend and I wanted to buy some air time to use it for a while until my employer provided me with a phone. I would have expected the salesperson to have advised me of this fact and thus avoided the subsequent problems. However, she didn't and I have now spent $20 plus tax with Rogers and have received nothing in return. I therefore approached the outlet to ask for a refund, but the manager said he couldn't do so because he couldn't be sure that I hadn't used the air time. I responded by saying that I couldn't have used it because my phone is still blocked, but he was adamant and wouldn't listen to reason. Admittedly, it's "only $20" but there's a principle here: money was paid to Rogers in good faith and no service was provided. I am therefore very unhappy with the company and with the outlet at 2200 Yonge Street in particular. I would like Rogers to refund me the $20 plus tax and have laid a formal complaint with them and am now awaiting their response.
The next day December 4 2010, I went to the Rogers Plus in Chilliwack at Salish plaza and was told NO, they wouldn't do it, I had to go to the purchase store. At this point I'm already mad, I don't live near either location and I should not have gotten a used phone in the first place. I phoned the Sumas store and spoke to a man who was very apologetic but could not rectify the situation and did not have the same model currently in stock.
I then phoned 611 and spoke to a girl in customer service about my situation. She informed me that in 2 weeks I was able to upgrade to any phone I wanted.
At this point I feel like I was screwed over 3 times in a row. 1. Sold a used phone with a broken charger 2. Told I could return it at a different location which in turn wasted an hour of my time, and 3. Lied? to by a commision sales boy when really I could have upgraded in 2 weeks.
After I spoke to 611 I phoned the sumas store back and told them I no longer wanted to exchange the phone, I simply wanted to return it. The man I spoke to could not gaurantee I would be able to; he took my name and number and told me the manager will call me Monday and would decide if it is ok.
I will NEVER purchase any products or services from Rogers Plus again. I currently have two phone lines associated with my account; one contract expires March 2011 and the other in one year. I am seriously reconsidering using Rogers as my wireless service provider. I cannot stress how surprised I was to be treated like this. I will be telling EVERYONE I know about my experience with Rogers.
Please Everyone Step Up and Speak Against This Legal Robbery.