The complaint has been investigated and
resolved to the customer's satisfaction
Rogers Wirelesshorrible customer service


Today I visited the Rogers Wireless website for information on voice & data plans, with the intention of setting up a new service with them.

I had some questions and was initially quite pleased that there was an option to engage in live webchat with a representative. My pleasure quickly turned to extreme frustration.

The chat window pops up and I'm greeted by a "Sara." I give her the background and ask about setting up service without a contract, as I have several unlocked smartphones and do not need to purchase one. Simple question one would think? "Sara" responded in broken english "you pick phone then plan." Umm ok that's great, but how about my question? Next response is a canned reply telling me to call customer service, and the chat window closes.

I reconnected and each time got "sara" - obviously a pseudonym and got no help at all. There's no use asking for a manager as they'll just disconnect the window. So i thought ok, what the heck I'll add a phone to the cart just to see what plans are out there, and lo and behold there is nothing showing under voice and data plans. So I try chat again for the 5th time and it's "sara" again. I ask if they are having website trouble, as no plans are showing. I get a response "click voice and data and plan there will be". Thanks yoda - I can read, and I already told her that the tab was blank. Then I get "not available in locality." Well seeing as she didn't ask my locality, how could she know? Turns out it was because I had to select a different contract term - i figured that out BY MYSELF.

I am so frustrated with the lack of response, absent customer service and broken english that I now want nothing to do with Rogers. Mistreating potential customers isn't good for business.


  • Ka
    Kate_22J Nov 26, 2018

    You've no idea what you have been talking about. Abusive Bell Canada has no competitors in the market in lying and abusing. Customer service is the front line some how ok, but behind them is horrible darkness. Me and my friends have quiet a few human rights issues with Bell's Corporate office. One friend's long distance was escalated to Bell's Corporate office. When my friend called the Corporate Office of Bell Canada, Cherry, a Corporate Customer Care, without listening any calls regarding that escalation, or reading any note or listening to my friend's story, she said, "You're lying." I am sure my friend didn't lie, I saw their bill, heard the story from him and his wife, how Bell Canada's long distance cheated by 1. Not giving the all info necessary on that deal 2. Over charged them by three hundred+ dollars. My friend cried, and Cheery terminated the call.

    These are human rights abuses by Bell Canada's Corporate Office. He called the back, Ghani and other guys in this office even didn't pick up the phone. Matter remained unresolved. He lost money to crook and abusive Bell Canada. We promised no business with Bell Canada.

    This incident took place around 2003/2004, but still we are determined not to go with Bell Canada, because we're scared of Bell's lies, abusive behavior, bad business and abuses of human rights and Canada Consumer's Issues.

    And this's one of the few issues. Bell Canada is full of darkness.

    1 Votes
  • De
    DeborahP Sep 13, 2010
    This comment was posted by
    a verified customer
    Verified customer

    My sweet they don't just abuse potential clients. I have spent probably $20, 000.00 in the last 5 years on Rogers services and they treat me like I am a piece of [censor]. They have the worst customer care I have experienced, ever, in my 42 years on this planet and will be canceling my services today. Please let everyone you know that Rogers is the worst company to deal with. Sprint was so much better!!! Deborah Parsons

    0 Votes
  • Tr
    TraD52 Sep 29, 2009

    I was planning a move to another area in Ontario when I filled out an online form to inform Rogers of my moving date which would switch my service to my new residence. I completed this one month prior to my move. I then received an e-mail from them stating that they did not have telephone service in the new area but, they are able to offer us long distance service. I contacted Bell and arranged my home phone service with them.

    The day we were moving the phone was still connected in my apartment. I called Rogers to ask why it had not been disconnected. The woman on the phone stated that they had no record of a disconnection notice. I told her that I was staring at the e-mail and relayed the information to her that I had been sent. She apologized and directed me to another department because she was not able to deal with the situation. I had the exact conversation with 3 different sales representatives! By the fourth transfer, I was quite irritated. I explained the situation again and said that I know it is not her fault but this is rediculous. I again received an apology and she said that she AGAIN needed to transfer me. All I wanted to do was shut off my phone! After a total of 6 times being transfered, the customer service rep informed me that I would have to pay for my service for 10 more days because they require 10 days notice prior to service cancellation. I lost my mind! Even though I have the e-mail stating that they received my cancellation notice, and it was a mistake on their part, I was still required to pay!

    I would avoid rogers at all costs! I will never use that company again!

    0 Votes
  • Sm
    smax Jul 31, 2009

    so...why didn`t you call customer service after the first time they asked?

    I just got off bell`s site and its the same thing. Monkeys typing.

    Looking at Roger`s site- the only thing you can do is buy phones on it.

    usually special requests require a live rep and not just a chat window - there isn`t much you can do from scratch online when it`s concerning your credit.

    Glad you did it by your self.
    pat on the back.

    0 Votes
  • Dc
    dcp.fortune Mar 24, 2009

    You all need to realize that although you may have issues with Rogers no other company - Bell, Telus, Fido, Koodo, whatever - have any better track records.

    A quick Google search turns up comparable - even worse - complaints. Saying that one company is better isn't really all that true. I've had horrible experiences with every company and I work for one of them.

    Next thing:

    You write:
    "i have received the same treatment from them. i called to get my phone up graded and they gave me a totally unreasonable cost for the phone when they are totally giving it away to new customers for free plus a upgrade fee. but i figure fine what ever so i decide to sign on with them for 2 more years."

    Of course you aren't going to get the phone for the price a new customer would pay. When you signed your contract you were already given the discount. Rogers is the only company that allows you to do an upgrade after 12 months; both Bell and Telus make you wait 24 months. And of course it's about revenue. Why wouldn't it be? If you as a customer is paying Rogers $500 a month for multiple business lines, I'd expect you to get a better deal on a new phone then one who is paying $40 a month.

    Really, cell phone companies are all similar. Bell and Telus took ### for charging for incoming text messages. Rogers for the iPhone launch. Complaining that you'll go to another company is silly.

    0 Votes
  • Js
    J Sanders Oct 25, 2008
    This comment was posted by
    a verified customer
    Verified customer

    I've been with Rogers since 2007, I've had nothing but bad service, rude customer service and now none at all. I've tried for 2 months to cancel one of my lines of service and cannot reach Billing either by email or phone, we have stayed on hold for over 2 hours with no response. I regrettably signed on with Rogers for another 3 years because they were the only ones to carry the iphone. I am a big apple supporter, and am sorry for Apple, that Robbers, I mean Rogers is the only company to carry the 3g network. We all know that Canada is way behind the times in Wireless, in pricing and customer support, but this is unacceptable.
    I'm filing a formal complaint with the CRTC regulatory commission, because there is no one minding the store at Rogers. F*@K Global corporate rule, Power to the people,
    take it back and revoke their corporate charter.

    0 Votes
  • Am
    amy May 10, 2008
    This comment was posted by
    a verified customer
    Verified customer

    i have received the same treatment from them. i called to get my phone up graded and they gave me a totally unreasonable cost for the phone when they are totally giving it away to new customers for free plus a upgrade fee. but i figure fine what ever so i decide to sign on with them for 2 more years. but long behold. when i call to take them up on the offer. they suddenly say they can not find my account. well they can find it to bill me every month. wth. afterwards they start sending me from department to department. put me on hold forever, make me endlessly explain my situation over and over again. apologize and then hang up on me. i ask to speak to a manager and they can never be contacted although they say they are on the way. following that the rep said he would transfer me and then they hang up on me again. i call back and i ask to speak to a manager and they say that in their "LOG" it states that i was told that it take 24/48 hours to speak to one when no one told me that. what the hell is wrong with this company.

    oh not to mention the fact that when i called to get my phone upgraded they state that i have not provided enough "revenue" to the company so they cannot give me a good deal for my phone when they are the ones that split my phone onto a new account # to begin with which caused this "low revenue" amount on my account. this company is insane and all the staff have no idea what they are doing.

    EVERYONE TAKE THE ROGERS CALL CENTER REP ADVICE. TAKE YOUR BUSINESS ELSE WHERE. (yes, they told me this themselves; best advice they can give a customer)

    i transfered one of my cell phones over to telus and the service has been wonderful. their logs are also complete and you never have to call twice over issues. even minor remarks that you may feel are unimportant are on record, which shows how good their customer service is

    0 Votes
  • Co
    ConsumerABC Dec 27, 2007

    Ya, some Rogers Reps are very good. Some are really bad. The woman I spoke to today started raising her voice at me within 2 minutes. That said, I cancelled my service, and they pretty much screwed me over for my next month because I have to give them a month's advance notice. Talk about improfessionalism. If it wasn't for the president's annual letter of appreciation for being a loyal customer (in which I've been for 10 years), I would have changed cellular phone providers a long time ago.

    Thanks for the advice Brad, I'll look into Bell now.

    0 Votes
  • Br
    Brad Wilson Dec 04, 2007
    This comment was posted by
    a verified customer
    Verified customer

    I agree with you on Rogers customer service, but there really isn't another cell phone provider in Canada with any better service. Telus is a lot worse than Rogers. Bell is probably the better of the three.

    0 Votes
  • La
    Laila Sep 26, 2007
    This comment was posted by
    a verified customer
    Verified customer

    I am currently a Bell Mobility subscriber. In early August, I called Rogers to ask them about their rate plans; to see if they were offering any plans that were more competitive than Bell. The representative I spoke to informed me regarding the new My 5 for students plan, and told me he would credit me 10$ a month for the next year (until my Bell contract was finished in order to ease the cancellation fee I had to pay with Bell). He told me to go to the Rogers store, pick out a phone, call back and he would honor the deal. When I called back and the other representatives were unable to honor that agreement. A few days later the same representative called me back and again offered that deal. I accepted and chose a phone, and he said it was going to be delivered to me in the following week. They were also supposed to port in my number from Bell. Over a month later, I still did not receive my phone, and I had already cancelled my plan with Bell. I was beginning to get worried because I knew I only had a few days left until the deadline that my phone number was going to expire (if it wasn’t ported out by the 1 month period post-cancellation from Bell). I called Rogers and asked them what was going on, and they said they had still not shipped out the phone. I basically told them to forget about it, that I was going to remain with Bell or go to another service provider, as they were not responding to my requests, nor had I received their product on time. I ended up resigning a 3 year contract with Bell two weeks ago, after they offered a similar rate plan.

    I had contacted Rogers numerous times in the last month, and every time I spoke to someone different, who had no clue what was going on, and I spent endless hours on hold. I told them to cancel my account, not to send me the phone and to forget about it. They informed me they could not put a stop on the processing of the order, and I would have to deny the UPS package in order to cancel the account, which is exactly what I did when the UPS delivery person came by 2 weeks ago. The other day, I noticed I was charged approximately 80$ on my visa, and I received a cell phone bill for 12$ in the mail from Rogers. In addition, this morning, September 26th, I called Rogers to ask why they had charged me since I had already canceled my service, and rejected the UPS package, and they said they were going to look into it, and placed me on hold for another 20 minutes... A few hours later, my Bell cellular phone STOP working, and when I called Bell to find out why – they said that Rogers had contacted them this morning to port IN my number! I spent ALL day today on the phone with both Bell and Rogers trying to figure out why this happened, when I had just called to confirm the cancellation and inquire about the visa charges this morning. No one seemed to know why or how this happened. In summary, they have created a HUGE amount of complications, they did not hold their end of the bargain, and they were incompetent with their costumer service. I feel as if this company is too large to be properly managed, and their customer service has hence suffered the consequences. I am very unhappy with how I was treated, and with all the needless hang ups (or disconnections), being put on hold, the attitude I received, and the poor quality of service in general. I feel the public should know about their inadequacies and their lack of respect for customer integrity.

    0 Votes

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