Rogers Communication Inc / terrible service
I really should have thought twice about going with a Rogers bundle. 12 agents later, and I'm still angry and frustrated about their incompetence, and lack of home phone. It has now been 9 days since I have been without a home phone. I run a small business from my home, and have lost revenue for a solid 9 days! I called Rogers more than 2 weeks before my move date, to place a new order for Cable, Internet and Phone. From day one, they messed up my order, my address, lost telephone numbers and lost orders. I asked, where did the telephone number go? "It disappeared!" Clearly, the telephone number must have gone on vacation because it is MIA. On June 2/08 a technician was supposed to have come to my house to install everything. However he was unable to connect the home phone due to "provisioning" whatever the hell that means. He told me 24 hours and I should have access to my home phone. The following Wednesday, still no home phone, so I called the technical support. The agent said, "Oh no, he should not have quoted you 24 hours. It takes at least 48 hours" So when I asked him, if I would have service by Wednesday night, he replied, "Ummm, actually it'll take longer that that." So clearly, he was lying as well, because 48 hours would have been 8pm on Wed. He assured me that by the end of the week, it would be working. The following Monday morning, I still did not have home phone. I called and spoke to an technical support agent, who said that the provisioning error had been fixed, now a technician had to come and fix my problem. They have no technicians available after 8pm. Which means I need to take time off work, so they can fix their own problem. I booked an appointment from 5-8pm Tues June 10/08, which was confirmed multiple times, with the agent and his supervisor. So I get a call today at 3pm, asking me where I am, because a technician is waiting for me at my house. Apparently they had booked me in for 2-5pm. So when I demanded to speak to another supervisor, and suggested that this was now being done intentionally, because they did not like having to deal with an irate customer, the supervisor's response: "Huh... well, it's a call center, what can you do?" Really? What can you do? Is that an appropriate response? Whatever happened to professionalism, and trying to appease your customers when clearly Rogers is in the wrong. I have dealt with over 12 agents and supervisors who were rude, ignorant, condescending, belligerent and absolutely useless. I URGE you... never ever go with ROGERS!!! I am currently sending my issue to Rogers Cable Customer Care, Rogers Cable Business Office, Ted Rogers CEO & President, the Better Business Bureau, the Toronto Star, my facebook and every blog I can find. NO ONE should ever have to go through the frustrations that I have been through for the last month! Clearly your patronage means nothing to them, when they can pretty much tell you, that they can screw your order around, do and say whatever they want, because "it's a call center." DID YOU KNOW that Rogers rates UNSATISFACTORY with the BBB? Product and price is not everything. I personally will pay more for a product, if I know the service that I'm going to get is exceptional.
The issues I've written about, are just the tip of the iceberg. The comments, the problems, you'd be surprised at what's gone on. If you want to know how this ends, email me, and I'll keep you posted. I highly doubt it'll be resolved with any suitable compensation or action! What would a multi-million conglomerate like Rogers care about a customer who only pays $200 a month? Unfortunately customers are a dime a dozen. It's time we educate people on the type of service they can expect from Rogers!
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