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Rogers Cable / poor customer service

Toronto, ON, Canada Review updated:

Following an advertising campaign, we decided to bundle our cable, internet, phone and cellular services with Rogers. We gave the agent the particulars explaining that if we switched, we wanted to ensure that we were receiving apples for apples. The agent told us that Rogers internet service was the equivalent of our Bell plan and that Rogers would handle everything. Subsequently, we were advised by Bell that there would be a cancellation fee. We could easily have given proper notice, but Rogers promised to handle all of that on our behalf. In addition, the internet service provided by Rogers was, not the equivalent of the Bell service. Trying to undo this was a nightmare. We were on the phone for a total of 8 hours talking to customer service reps who all commiserated and aplogized but did nothing to correct the problem. Ultimately, Rogers provided a credit because of their incompetence and because we have been very good long term customers, but ever since then we have had nothing but problems with billing. We previously paid in full for the year but decided that since we would likely discontinue the only remaining service (cable) once the contract was completed that we would pay monthly. We arranged for a pre-authorized payment. Rogers has claimed twice that they did not receive payment despite the transaction showing up on a credit card statement. When this happens, you receive letters demanding payment and endless calls in which you repeat the same information to the customer service rep. During this last incident, we were told that the price has increased...so much for having a contract. After decades, we will be switching cable providers when the contract terminates in a few months. To summarize, whether it involved obtaining information about service, arranging a switchover or billing, Rogers has been an absolute nightmare.

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Comments

  • Ro
      25th of Mar, 2012

    Hello, my name is @RogersDarrell and I'd like to help.

    Please reach out to us via Twitter at @RogersHelps or through Facebook at facebook.com/Rogers

    Thanks, @RogersDarrell

    0 Votes
  • So
      20th of Feb, 2013

    I am glad that there are customers that are willing to take the time to complain about Rogers Very Disgraceful Customer Service! I have had nothing but nightmares with their agents, lack of customer service excellence, rude attitude, verbal abuse and total disregard for us their clients. People please before signing with the telecommunications giant, review their customer service history, take these complaints seriously and don't allow their sales pitch to override what will come after you acquire their services. They also have an annoying automatic bill payment reminder that will call your phone one time I had as many as 8 calls in one day for $65! In addition most of the times you answer no one and no recording is on the other end of the phone it will just hangup!! Also the packages they offer there are better deals with other providers... and you will pay less with others for more than what rogers will offer you!

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